2003 Lab Autosaved

Retailers expectation of manufacturers service: A study with special reference to
Pathi Saree Sadan.
1. INDUSTRY PROFILE
Retail is a process of selling of goods and services by using various channels of

distribution to earn profit. a businessman or retailer is a person who sell goods and
services to the customer who opposed to wholesaler or supplier, who sell their goods
to another business Demand is created by varied target markets and promotional
tactics, by providing excellent supply chain facility customers needs and wants are
satisfied. Retailers are consumer focused not product focused. Manufacturer sells their
product to the customer directly or by using various channels of distribution.
India is one of the largest exporters in the world and the second largest sector to
generate employment in the India. It is the second largest sector that provides
employment to both skilled and unskilled labours after agriculture. The textile
industry is primarily concerned with the clothing, production and distribution of the
finished products. The raw material used in the process may be synthetic or natural. .
The textile industry accounts for 21 per cent of the total employment generated in the
economy. The future looks bright for the Indian textile and apparel industry. There are
positive signs regarding to the development of textile sector in India. There is growing
export of the goods and also demand in the domestic market. Government is
supporting the modernisation and also passing various policies to fill the loopholes in
the textile value chain. Country needs the investors to convert the potential into
reality. And there are various start-ups now a days which have already set up and
also funded by the government to promote the investor to invest more in the textile
industry and to invest more so that it will not only generate the employment
opportunity and will also helps in developing the country, The industry waits for the
proposed reforms in labour law which will assist to enhance a capability of skilled
work force and programs to bind talents to be able to translate market needs into
quality products.
India is the major fibre producer in the world and the major fibre produced is cotton.
And many various fibre produced in India include silk, jute, wool, and manmade
fibre.
India has taken over many countries which are in race of producing fibre they are
Italy, Bangladesh, and Germany. Indian government has numbers of policies for the
textiles sector. It has allowed hundred percent FDI in the Indian textiles sector under
RV Institute of Management Page 1

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the automatic route. Indian textile industry is growing strongly and backed with the
excessive demand in both the domestic and foreign market. With increase in demand
for goods by the consumer and disposable income on the rise, the retail sector has
experienced a continuous escalation in the past decade with several international
players like Marks & Spencer, Guess and next having entered the Indian market.
1.1 TYPES OF TEXTILE:
Textiles are classified on their type of fibre into linen silk wool cotton, such synthetic
fibres as nylon, and polyesters and some inorganic fibres such as cloth of gold, glass
fibre etc. There are different methods of manufacturing the garments in textile
industry and the methods are having classified structure. Value or quality in textiles
depends on several factors, such as the quality of the raw material used and the type
of the fibers, whether clean, smooth, fine, and whether soft and hard, or medium
twisted. Density of weave and finishing processes and methods are also crucial
elements in determining the quality of fabrics. Other specially prepared fabrics not
woven are felt and bark cloth and which are beaten or matted together, and a few in
which a single thread is looped or plaited, as in crochet and netting work and various
laces. Most textiles are now produced in factories, with highly specialized power
looms, but many of the finest brocades, velvets and table linens are still made by
hand.
1.2 PROBLEM FACED BY THE TEXTILE INDUSTRY IN INDIA
The Company is exposed to risks from competitions, interest rates, market variation
of foreign exchange, compliance risk, raw material price risks and people risks. It has
institutionalized the process for identifying, minimizing and extenuating risks and the
same are reviewed cyclically. In India textile industry is facing many problems and
the major problem faced by India are as follow:
SICKNESS:
It is widespread in the cotton textile industry. There are many sick units which have
been taken over by the central government. Sickness is caused by various reasons like
the problem mentioned below:

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COMPETITIVE RISK:
Online trades and the fast fashions are the biggest competitive risk in present state of
affairs. Funds in the industries have started picking up with no barriers for entry of
new players Company continues to concentrate on capturing more market share and
focus on the quality along with the cost and the proper delivery time that help create
delineation and provide optimal service to its customers to interpreting competition
risk.
OBSOLESCENCE:
Technology plays a very important role in any sector to be updated and it is good for
the company only to use upgraded machinery and equipment so that the productivity
can be increased and the quality will be better. Any organisation should focus more
on technological advancement rather than to expand the capacity. Many of the textile
industry is using the outdated machines till now which ultimately makes there unit
obsolete. Government is also introducing many schemes for modernisation of the
textile industry. Soft loan scheme was also introduced few years back and many of the
textile industry got benefited by this scheme.
However, the problem has not been fully tackled and most extremely it is importance
that the whole industry is technologically updated. Not many companies would be
able to find financial resources by their own so they have to be depending upon the
various financial institution or other resources.
FINANCIAL (FUNDING RISK):
Any increment in interest rate can have impact on the financial cost and companies
policy is to borrow long term borrowing in Indian rupees to avoid the variation risks.
The company doing so is considered to be adopting sensible and conservative risk
mitigation strategy to decrease interest costs.

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FOREIGN EXCHANGE RISK:
For the industries who exports their goods out of the country use to do the business on
the basis of contracts and even if the sudden change in the interest rate regarding the
values may create problems for both the sides. There is always a problem regarding
the changes in these rates and all long term foreign exchange risk as well as short term
exposures within the defined parameters
COMPLIANCE:
The company is exposed to various risks which is connected with various regulation
including the companies act. The company have to monitor all the things regularly
and review the changes in regulatory framework and it also have to monitoring its
compliance mechanism so as to make sure that instances of non-compliance do not
occur.
GOVERNMENT RULES AND REGULATION:
Government plays a very important role in any sector because they formulate various
policies rules and regulation for any of the sector which decides the impact on the
industries whether it will be positive or negative. So it depends on the obligations
which government has implemented and imposed on the organisation.
Its quite obvious that these restrictions creates hurdle for any of the organisation and
it leads to in efficiency in both management and production. This has also resulted in
a colossal waste of raw materials and productive facilities. For example, the mills are
not certified to use filament yarn in warp in order to protect the interest of art silk and
power loom sector which use this yarn to cater to the wealthy section of society.
RAW MATERIAL PRICE RISK:
The prices are uncertain as depends upon the productivity and market demand so the
company is also exposed to risk like increment in price of the raw material like cotton
yarn or other kind of important material needed for manufacturing. The Company
hedges this risk by purchasing the required raw material at the time of booking of
sales contracts. Also this risk can be avoided by managing the inventory properly and
looking forward the entire thing.

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HUMAN RESOURCES RISK
Retaining the existing talent pool or the existing skilled work force is a major problem
and risk. The company have to overcome this problem by recruiting best hr which
will help in performing best hr practices in the organisation and finally which will
amend necessary improvement and retail the best talent in the organisation The
Company has initiated various measures such as rollout of strategic talent
management system, training and integration of learning activities.
INTERNAL CONTROL SYSTEMS & THEIR ADEQUACY:
Internal control is also one of the problem. It enhances the effecency an ability of the
employee and the quality of goods produced will be excellently fine. Company
having effective internal control helps in mitigating risks whih helps in strengthening
the standard operation procedure The main force of the internal audit process is test
and review of controls, self-governing appraisal of risks, business processes and
benchmarking internal controls with best practices.
1.3 SAREE MANUFACTURING
Saree as a garment is unique to our country and it is manufactured widely across the
country and with varying textures yarns and weaving type and technique. Ancient and
old weaving technique of handloom is also there to make different types of sarees.
The handloom silks and yarns are still highly demanded and are costly as it shows the
richness of the quality and embroidery is done with the hands without any machine
and it is considered to be finest product and exported more from our country. it is
quite expensive and highly demanded in both Indian and foreign market.
Saree is South Asian female garment that consists of a drape varying from five to nine
yards (4.57meters to 8.23 meters) in length and two to four feet (60 cm to 1.20 m) in
breadth that is typically wrapped around the waist, with one end draped over the
shoulder, baring the midriff. And is widely used in countries like Nepal, Pakistan
Bangladesh, India and sri lanka.
Indian clothing the sari is traced back to the Indus Valley Civilization, which
flourished during 28001800 BC around the western part of the Indian subcontinent
(Present day Sindh, Pakistan). The earliest known depiction of the sari in the Indian
subcontinent is the statue of an Indus Valley priest wearing a drape.

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1.4 TYPES OF SAREES
There are many types of sarees which is manufactured in different varieties and they
are as follows:
Banarsi sarees
One of the beautiful saree made in Banaras and fine designs is done and is known as
Banarsi saree and these sarees are known for its special attractive designs and the art
work Banarsi sarees are the finest sarees and the women wear it on several occasions.
These sarees are having heavy work of silver and gold brocade which is done in very
precise manner. The embroidery done in the saree is unique and beautiful which
attracts the women a lot. It adds up to the status and it is also rich in appearance.
There are various varieties of Banarsi sarees like net, super net and many others it
starts with 5000 and goes upto 30000. Banarsi sarees are not only traditional attire,
but its a symbol of royalty, celebration, pride, happiness for Indian women.
Silk sarees
Another type in sarees is silk which again is very attractive and most popular amongst
the Indian women and considered to be very attractive. It is known as paat in eastern
India and pattu in southern India which is called resham in hindi. Silk sarees are very
famous for its design and finest prints it comes in various textures and variants
colours and embroidered around. These silk sarees are very famous for the softness
and its beautiful appearance.
These sarees are used during various occasions like in wedding or festive celebration
in south India. In India also there are various places which are very well known for its
silks like Mysore silks, Bhagalpur silk, kanchipuram silk sarees all these are very
famous and also available in different variants like embroidery silks, cot silks, raw
silks, and pure silks its starts from the range of 7000 and goes up to 20000

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Chanderi sarees
Chanderi Sari is one of the most favourite saree of Indian women and made with mix
of silk and cotton. Its very light weighted and easy to carry, its considered to be the
first choice of Indian women. Chanderi is a small town situated in Ashok Nagar
Madhya Pradesh. It is also famous for brocades and muslin. It costs price starts with
3000 and goes up to 6000 and Famous sarees from chanderi are Silk chanderi saree
and Cotton chanderi silk sarees.
Tant sarees
Tant saree well known for its Bengali attire as it manufactured in west Bengal and is
very traditional which comes in lots of colours. the main speciality of tan saree is that
it is soaked in starch when it is ready to manufacture it gives a hard touch to the saree
and the paper type feeling can be felt just by touching the saree. The saree is very
light and transparent and comfortable too. It is available in different styls and designs
and is considered to be first choice of Bengali women. It is also known as evergreen
saree because can be worn as a casual wear and for festivals and for different
occasion.
Georgette sarees
Georgette saree are available in a wide range of collections and vast shades which is
available with ornamental work. Its the most reasonable saree and these are
evergreen and trendy which is quite handy and lauderable and can be worn in many
styles and every occasions. the prints in which it comes is very lovely and eye
catching and it is so demanded even air hostess choose this to wear on flight. The
saree comes in variants of colours and qualities and wide range of pattern is available
like Jaal Embroidered Georgette, Designer Georgette Sarees and Pure Georgette
Sarees

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Bandhani sarees
A dyed practice of designing pattern on a saree in precise manner with a traditional

look is very well known as a bandhej saree or also called as badhani saree. It is a very
well known outfit of women in Rajasthan and Gujarat and are considered to be
commonly available in all likely colours in a adequate range. Jaipur well known as a
pink city is famous for its Bandhej Sarees, Lehariya Sarees and Garchola Sarees.
Kanjeevaram
The most famous bridal saree of South India.Kanjeevaram basically comes from a
place called Kanchipuram in Tamil Nadu. This saree is known for its vibrant colours
and excellent temple pattern borders.
Chikan sarees
These sarees are mainly manufactured in lucknow and also famous outside India. This
type of embroidery is very uniquely done and known as chikankari. By using different
varieties of thread and stiches various designs and effect can be created. Chikan
embroidery was done using white thread in muslin clothe but now it is modernized
and is done using threads of various colour along with the synthetic fabrics. keeping
new trends and fashions in minds various attractive and decorative designs are used to
give a unique look to the sarees which looks trendy.

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Gadwal sarees
Gadwal is a place located near to Hyderabad. This small town is well known for its
gadwal sarees which is produced here in gadwall. The sarees are having attractive
borders and it is woven by silk threads these type of sarees are also known as kumbam
and kupadam sarees
Paithani sarees
Paithan region of Maharashtra is known to manufacture these type of sarees. These

sarees are woven in silks. These sarees are having a plain or spotted body and a heavy
border along with pallu will be there. Sometimes threads varieties of threads are used
to give a special touch and to create a special effect on the saree. These sarees are
available in various traditional colours such as red, green, sky blue, magenta, purple,
and yellow and pink. The silk thread used in the production of these sarees is brought
in from Bangalore.
Ikat sarees
These sarees are woven in Orissa and are much similar to the pochampally sarees of
Andhra Pradesh
Patola sarees
These are manufactured in Patan (Gujrat) which are having quite similar design to
that of pocham pally sarees
All the above mentioned varieties of sarees are almost from every state of the country
and are very well known for their attire looks and were most commonly used by the
Indian women. All the mentioned types of sarees are very heavily demanded not only
in our country but also outside the nation and are exported in many of the countries.

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There are many other countries which manufacture saree but Indian is having there
own pattern and design to manufacture saree which is very well known for their style
tradition and speciality. Over the period of time India is keep evolving and changing
in terms of there fabric design colour, draping style. But its fundamental concept of
wrapping a length of five and a half meters of fabric around the body continues to be
the same. In Southern part of India they are having a different designs and pattern for
designing and printing of sarees. When we talk about south Indian sarees the first
thing comes into the mind is the unique textures and incredible designs, execution of
nice pattern and work with mind blowing attire.
Kornad sarees originated from Kornad or Thanjavur in Tamil Nadu. The best ones are
produced in Kanchipuram in Tamil Nadu, Dharmavaram in Andhra Pradesh, and
Kollegal in Mysore.
Today there is need of a different saree designing as the modern world has also given
a different touch to the fashion and so do the saree. Now it is very common that rather
than tradition it is also taking a shape of fashion and status. Sarees are designed by
many of the designers and women like most of the designer sarees. Earlier saree is
only considered to be the ethnic traditional wear but this is changed totally now as the
production is started in the contemporary styles and designs to suits the young urban
and international taste. There are different ways followed while manufacturing sarees
the designs can be printed by the help of machines or the designs can be made by
hand which includes the human efforts whiouth any use of machines these types of
sarees are quite expensive and is considered to be finest sarees as these are done by
the expert peasants.
So instead of the machine made sarees the customers still clearly prefer the hand
woven ones, especially for the weddings, fuctions festivals, special occasion and
various celebrations. Indian sarees are highly popular in the world and India exports
there sarees to different countries like Canada USA UK France, Singapore, Hong
Kong, Middle-East Asia, Africa and several other countries.
So these many countries are trading with India and there are various policies
regarding to trade is implemented by the government so that there should be more
trade and increase in the GDP. There are many companies which are doing very well

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and they are emerging as a brand in the Indian market. India is capable enough to
export more and as the demand is growing in both inside and outside the country.
Many of the new manufacturing plants are established
1.5 MARKET SIZE
Indian textile industry at present evaluated around US$ 108 billion expected to reach
to US$ 221 billion in 2015. This industry is the second largest industry to provide
employment to both skilled and unskilled labours which is next to agriculture. The
Indian material industry has a wide market and can possibly achieve US$ 500. The
growth and the potentiality leads to increase in the sales and at the same time exports
are also tend to rise US$ 185 billion from around US$ 41 billion as of now.
1.6 INVESTMENTS
Textile industries are flourishing well in India and they also have witnessed a bounce
in investment during the last five years. Some of the major investments in the Indian
textiles industry are as follows:
Reliance industries ltd a well known company from India has joined their hands
with a Chinese company named as Shandong Ruyis Science and Technology Group
Co. This joint venture between the company will influence the business of RIL and
Ruyis in a positive manner existing textile business and distribution channels in India
Dupont has joined hands with reliance industries limited and vipul sarees to give
sarees a green touch. As the company is known for its use of renewable fibre
product sorona to make an eco friendly version of this ethnic wear for ladies which
will change the style of wearing sarees with a special touch. Indian women dressing
attire is quite different so it will enhance the beauty of Indian women.
Grasim Industries has invested Rs 100 crore to develop its first fabric brand, Liva',
which it will distribute through 1,000 outlets as part of a plan to stay in
synchronisation with changing behaviour of the customers which will help them to
expand their market and profit share will also increase with the expansion.

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Snapdeal has collaborated with India Post to mutually take a shot at bringing a huge
number of weavers and artisans from Varanasi through its site. Which is extremely
great as the generation is adequate and the accessibility of artisans and the weavers
helps in satisfying the interest on time. This is a try by Snapdeal and India Post to
engage neighborhood artisans, little and medium business people and supporting them
fiscally to manage their employment by giving a stage to promote their primitive
items. This aides in broadening the region of operation Welspun India Ltd, part of
the Welspun Group has unveiled its new spinning facility at Anjar, Gujarat - the
largest under the same roof in India. The expansion project reflects the ethos of the
Government of Gujarats recent farm, factory, fibre, and foreign Textile Policy, which
is aimed at strengthening the entire textile value-chain.
American casual fashion retailer Aropostale, Inc. has inked a licensing agreement
with Arvind Lifestyle Brands Ltd to open standalone stores in the country.
Aropostale will open 30 stores and 25 shop-in-shop locations over the next three
years.
1.7 Government initiatives
The Indian government have come up with various numbers of policies regarding to
export or the textile industries. Hundred percent of FDI is also allowed to in the
Indian textiles sectors.
Some of the steps taken by the government are as follows:-
In social Medias government have started promoting Indian handlooms. In this

process they are using various social medias like facebook, twitter, instagram with
a view to connect with the customer specially youth as we know now a days
people are more socialized and any of the news updates or promotion of any of the
things gets more viral. It also helped to promote high quality handloom.
The Ministry of Textiles propelled Technology Mission on Technical Textiles

(TMTT) with two smaller than expected missions for a time of five years (from
2010-11 to 2011-12 in the eleventh five year arrangement and 2012-13 to 2014-15
in twelfth five year arrangement) with an aggregate asset expense of Rs 200 crore
(US$ 30 million). The goal of this TMTT is to encourage world class test focuses .

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there are eight test focuses of perfection crosswise over India. This will help in
upgrading the nature of the item furthermore will build the interest of the item. It
additionally empowers the innovative work.
Government of India may announce new textile policies in India. This policy
emphasis in creating 35 new jobs in India by way of increased investment by
foreign companies
Government also going to provide subsidies on the machines and infrastructure

and for start-ups there will be different schemes and policies which government is
going to introduce shortly
The Revised Restructured Technology Up gradation Fund Scheme (RRTUFS)

covers manufacturing and assembling of major apparatus for the technical textiles
for 5 percent interest repayment and for 10 percent capital appropriation in
addition to 5 percent interest of repayment is also provided to the specified
technical textile machinery under RRTUFS. . Under the plan of incorporated
textile parks, government is providing help to formation of infrastructure in the
parks the degree of forty percent and specialized textile can also be profited under
this plan.
The government has likewise introduced different schemes for expanding the piece
of the pie of the textile industries. The plan are Focus Market Scheme, Focus
Product Scheme and Market Linked Focus Product Scheme. Under market
assistance initiative scheme, financial assistance is provided for export promotion
activities.
Under the Market Development Assistance (MDA) Scheme, financial help is

accommodated a scope of fare advancement exercises actualized by Textiles
Export Promotion Councils.
The government has also proposed to extend 24/7 customs clearance facility at 13
airports and 14 sea ports resulting in faster clearance of import and export cargo.
The scheme for usage of geotechnical is allowed in North East region which is
approved by ministry of textile and this scheme has approved with the financial
cost of rs 427 crore for five years from 2014

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A memorandum of association is signed between India and Kazakhstan to

strengthen bilateral co operation in three fields- silk and sericulture, textiles and
clothing, fashion
The fate of Indian textile industry is seems to be extremely encouraging the

interest will be prospered in both inside and outside the geographical limits of the
country. And retail segment has confronted rapid development after numerous
companies come into picture
There is no doubt that the companies are facing high level of competition but the
thing is the Indian market is having the balance in demand and production.
1.8 THEORETICAL BACKGROUND
INTRODUCTION OF CUSTOMERS EXPECTATION
Expectation means a prediction were person predicts or forecast that what will happen
in future and consequently expects this prediction to come true. In every sector the
buyer is having some expectation from the seller. Customer has expectation regarding
to services and product they buy. There is different level of satisfaction based on how
expectations are met
Meeting: When expectations are met that means they are satisfied.
Exceeding: When expectations are exceeded it means they are

delighted
Not meeting: When expectations are not met it means they are
dissatisfied

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It depends on the item how important is the item to satisfy or dissatisfy the customer.
For example a customer has much expectation about a bike. If bike fails to start
customer will be highly dissatisfied. If the mileage is not good as expected or bike
seat is not comfortable the customer will slightly dissatisfied.
EXPECTATION AND EMOTION
Expectation is feeling that is related to hope and when this expectation are not met
there may be surprise which is typically followed by anger. And if the same
expectation is met the customer will be highly delighted and happy.
EXPECTATION AND REQUIREMENT
Customer requirement is specification in the product which is described by the

customer. The main problem occurs when the customer dint tell you about the
requirement. The manufacturer in that case have to conduct the market research about
the product and the current trend and fashion and after analysing entire thing have to
manufacture the product which will be having distinguished quality than other
products and should match up with the taste and preference of the customer.
EXPECTATION AND PROMISE
If the promise regarding to delivery is committed then whether or not it is written

down the customer will expect you to deliver it. It can be hazardous when the sales
person makes extra promises to the customer in order to get the sales but those fails to
maintain the relation and fulfil the commitment or promise. And promises are needed
to be fulfilled in any business as it creates an positive impact on the customer about
the company and also helps in building strong bond between the manufacturer/seller
and the buyer.
EXPECTATION AND POSSIBLITY
Expectation is based on the possibility. Customer expects only when they feel its
possible. For example if a company is having a policy of delivering goods in 3 days
then customer will expects the delivery within three days that means there is
possibility of getting the delivery within the prescribed time. These also reflects the

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effectiveness supply chain or distribution channel of the company. And the

expectation can be ful filled on time when distribution channel will be effective.
EXPECTION AND WANTING
Wanting is not the same as expecting but rather despite the fact that they are
frequently related. Wanting depends on craving and Expectation should be based on
reasonable forecast.
Clients regularly expect what they want and regardless of the possibility that your
items don't give this, which can be fairly baffled and prompt some troublesome
discussions.
EXPECTATION AND NEED
Needs are basic human pressures that often appear as wants and they may also be
translated into expectations.
SERVICES
Service is the result of what is expected by the customers and it doesnt mean to sell
the product it includes all the aspects that relate the customer and the seller. This
means whole concept of marketing. It is also related to the supply chain management.
It is important to know everything about the important aspects as the service provided
should be managed well like inventory and stocks should be up to date and the
prescribed methods should be followed to maintain the stocks and it should run very
smoothly.
On the off chance that it will be easy to cater the customers on time and the fulfilment
level of the customer will be kept up. Service includes the goods which can be
delivered and conveyed to the client it additionally fabricates the brand picture of the
organization.
So concept tells that the market for the customer is very vast and having lots of
options to switch but the company should try to retain the customer and add new
customer by setting itself an example of providing best services. Which later on will
enhance the companys image as a brand in front of customers.

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1.9 Importance of industry
Textile is one the booming service industry in India. The Cotton Textile Industry is
not an essential industry like iron and steel industry yet it frames the biggest single
industry in India. Consistently the Cotton Textile Industry produces 30% 35%` of
the industrial products in the in the nation.
In developing countries like Indian, the Cotton Textile Industry is essential, for it
needs to take care of the demand for garments of the Indians and to export too. The
Cotton Textile Industry contributes almost 30% of the estimation of exports and
employs more than 55 million labours Some parts of India, viz., western and southern
locale are depended on this industry up to great extent. Besides, numerous individuals
are occupied with either cotton creation, or the piece of clothing industry, numerous
manufacturing plants deliver the machines required for the cotton material industry
and so forth. In this way the Cotton Textile Industry is critical to India's economy,
specifically or in a roundabout way.
GENERATION OF EMPLOYMENT
The industry is very important sector after agriculture as it is providing employment

to both the skilled and unskilled labour. And employment plays a very important role
as it improves the living standard and support financially. And this sectors does it
really well as it provides the employment to both the people who are skilled or
unskilled. That helps in removing the unemployment and supports the country people.
INCREASE IN GDP
Textile sector helps in increasing the GDP of the nation as it provides employment
and also provides opportunity to the entrepreneur to start up their own business. Now
for start ups government is also supporting by providing subsidies and framing
policies which will spurt the sector. These policies framed by the government act as a
aid for the investment in the capital and encourages more people to start up their own
business with unique ideas.
PROVIDING GLOBAL PLATFORM

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Textile industry is providing a global platform to the entrepreneurs which means they
are free to export with minimum trade barrier and they are expanding their area of
business. Todays world is more advanced and the trade between the countries is also
easy as the government also supports for exporting the goods as it helps in bringing
the foreign currency and also helps in capturing the market beyond the reach of
individual.
So textile industry is always be worth full for a country as it brings enormous

opportunities and along with this the trade will help in maintaining the flow of income
which will be profitable to both the merchants and the government. Prior to the time
of globalisation it was quite difficult to think about the start ups and trading business
the nations however globalisation has opened the doors of limitation and the
restrictions are removed from the manufacturing industries. Tax is also reduced and
subsidies are granted to the business people which are a kind of financial suppor by
the government
1.10 NEED FOR STUDY:
Now days we can see that the market has been covered with a huge competition .To
be successful in the market, it is essential to know that what the retailers needs and
demands are and what they expect of manufacturers service to the retailers. This
project is concerned with RETAILERS EXPECTATION OF MANUFACTURERS
SERVICE-A STUDY WITH SPECIAL REFERENCE TO PATHI SAREE SADAN
the main aim of the study is to find the relationship between the whole seller,
manufacturer and retailer. And how the demand is maintained by the company how
the whole seller maintains the demand and supply. Sometimes the demand is more
than the supply at that time how the whole seller effectively manages the situation.
Thus the study will be useful for the manufacturer as well as the company

Pathi Saree Sadan.
retailers/dealers. It is necessary to retain the retailers with a view to achieve profits

and understand the dynamic nature of suppliers expectation. This study is going to be
carried on, to give a clear view of the expectations that a supplier has when it comes
to the gap that develops between supply and demand when it is most needed.
2.1LITERATURE REVIEW
Zeithaml et al. (1993), Have inferred that theoretical model articulating the nature and
determinants of the customers desire with respect to the service is talked about and
proposed. This model indicates three distinctive sorts of services that are expected,
desired services satisfactory services, and anticipated service. Seventeen propositions
about service expectations and their precursors are given. Discussion concentrates on
the exploration implications of the model and its prepositions.
Roland T et al. (1999) Have stated that most of the authors are shares the common
belief with respect to the consumer perceived quality are wrong. For instance,(1) it is
not necessary to exceed the customers expectations to increase their preference (2) it
is quite fine for receiving expected level of bad services will not leads to depletion in

Pathi Saree Sadan.
preference,(3) rational customers may judiciously pick a choice with lower expected
quality regardless of the fact that all non-quality characteristics are equivalent, and (4)
paying more attention to the loyal customers of the organisation which can be proved
to be counterproductive for the company. These surprising findings make sense in
retrospect, once customer expectations are seen as conveyances, instead of
straightforward point desires. That is, each customer has a probability density
function that describes the relative likelihood that a particular quality outcome will be
experienced. Customers frame these desires dispersion based on their cumulative
experience with the good or service. A customers combined desire distribution may
be conceptualized as being a predictive density for the following exchange.
At the point when joined with consistent losses utility capacity, this Bayesian
hypothetical system results in forecasts of (1) that how a customer will carry on and
behave over time, and (2) how their perceptions and evaluations will change. In
managerial terms, it is concluded customers not only consider the quality but also
consider the risk. This may clarify why current measures of consumer satisfaction
(which is related to expected quality in great extent) ) only partially predict future
behaviour. We find that the greater part of the forecasts of the theatrical model are
borne out by exact proof from two investigations. . Thus, it is concluded that the
methods provide a useful simplification of reality that effectively predicts many
aspects of the elements of buyer reaction to quality.
These findings and the study are relevant to both scholiasts and the managers.
Scholastics in the zone of consumer satisfaction and service quality need to be aware
know that it might be deficient to quantify just the point expectation, and it is always
been the standard practice. Rather it might be important to quantify the vulnerability
that the client has concerning the level of services that will be received because of the
questionnaire length limitations, it may not be pragmatic for managers to incorporate
uncertainty questions on customer satisfaction surveys. Nevertheless it is possible to
build a substitute for uncertainty by measuring the degree of experience with the
service/good and this substitute can be utilized to in part control for uncertainty
effects.
The findings of the study were acquired utilizing 1) an investigative model of client
desire updating, based on a set of assumptions that are very much upheld in the
scholarly writing, and 2) two behavioural experiments utilizing human subjects; a

Pathi Saree Sadan.
cross-sectional examination, and a longitudinal test both the models that are analytical
model or behavioural model were intended to research the impacts that dispersions of
expectations may have, and particularly the impacts that may deviate from the
forecasts that would emerge from a conventional point expectation model. As it
turned out, the analytical model correctly (in most cases) ) anticipated behavioural
effects that contradict some of the best-acknowledged truisms of customer
satisfaction.
It is now clear that a more sophisticated view of customer expectations is required-

one that consider not only the point of expectation but also the likelihood over the
whole circulation of possible outcomes. This refinement is not just academic ,
because it results in predictable behaviour that deviates fundamentally from that
which was traditionally expected based on simpler models.
Zeithaml et al. (1996) Have found that the service quality relates to the customers
retention at the aggregate level, as the other research has shown and then evidence of
its impact on customers' behavioural responses should be recognisable. According to
authors study of the conceptual model it shows the impact of the service quality of the
organisation on the customers and helps in identifying that the customer will remain
with the organisation or not. . Results from a multicompany empirical study
examining relationships from the model shows that the customer behaveiour
intentions indicates strong evidence that the customers are being influenced by the
quality of service provided by the company.the findings also explores the differences
in the nature of the quality-intentions and its link across different dimensions of
behavioural intentions.
Michael D. et. al. (1995) Have stated the models of the market levekl expectation
along with the perceived product performance and the customers satisfaction. .
Market performance expectations are contended to be largely rational in nature but
also it is quite adaptive to the changes happening in market conditions. Customer
satisfaction is conceptualized as a cumulative construct that is influenced by the
market expectations and performance perception in the given period and is affected by
past satisfaction from period to period. An empirical study that supports adaptive

Pathi Saree Sadan.
market expectations and stable market satisfaction using data from the Swedish
Customer Satisfaction Barometer is reported.
Eugene W. et al. (1994) Have mentioned the capability nature and strength of the
quality advancement and customer satisfaction in the article they have also discussed
about how the prices quality and expectations have impact on the customers
satisfaction and in turn should influence the profitability. The author has indicated the
importance of the customer satisfaction how it helps in boosting the economic
condition using both the empirical forecast and new analytical model. They also have
found with the addition to the market share or increment in the market share it leads to
the reduction in the customer satisfaction and provide preliminary empirical support
for this hypothesis. At last the two of the findings are emerged and it is found that
according to the first finding the market expectation of the quality of the firm have an
positive impact on the overall customers satisfaction in a positive manner with the
firm. And in the second study these expectations are largely rational, albeit with a
small adaptive component
Sampson(1990)Supply chain is very simple ti explain for the manufacturing

organisations were the members of the chain gets the inputs from a set of supplier,
processes those inputs, and coveys them to a distinct arrangement of customers. With
service organisation, one of the essential suppliers of procedure inputs is clients
themselves, who give their bodies, brains, effects, or data as inputs to the service
process. They refer to this idea of customer being suppliers as "customersupplier
duality." The duality suggests that service supply chains are bidirectional, which is
that generation streams in both headings This article explores the customersupplier
duality as it relates to supply chain management, including practical and managerial
implications
.2.2 STATEMENT OF PROBLEM
Business is being very competitive for all the sectors now a days and the demand also
varies. So the problem what a dealer face to manage this challenge and maintain the
balance between the demand and supply by meeting the expectation of the
manufacturers and the retailers demand

Pathi Saree Sadan.
In todays market the manufacturers are dragged into the Omni channel world. Omni
channel is the world of market with the multichannel sales approach and it uses all the
type of marketing and business that seeks to provide the customer with a seamless
shopping experience form were ever the customer is shopping whether it is online
from a desktop or mobile device, by telephone or in a bricks and mortar store. Same
for the retailers they have to frame strategies which help in providing unique
experience and satisfaction to the retailer. The multiple channel helps in many ways
such as strategies about how to capture the customers order by utilizing multi
channels of marketing and selling as well as how to fulfil the orders of the customers.
In the process of doing so the manufacturers are needed to be the more cautious and
the about the things which are related to the effective marketing channels and to serve
them in a right manner to the customer it requires lots of changes. Many of the issues
are not been thought of or their results are not understood. The real challenge faced in
the Omni challenge is the fulfilment. What happens behinds the scenes, the
consequences of decisions and precision in execution become delightfully or painfully
aware to the customer. What happens behinds the scenes, the consequences of
decisions and precision in execution become delightfully or painfully aware to the
customer. All this is changing retailers thinking about a range of issues from
inventory policies to fulfilment. The manufacturer should be aware about the
changing system as the customers are changing too. Supply chain is a game of
effectiveness and punctuality. So this is a main problem faced by the organisation
which is very difficult to maintain. They need to understand the source of market that
where it was made, the labour and other practices of the manufacturer, and so on. The
manufacturer need to collect the detail information about the product and the advance
features running from the procurement of the raw material from the manufacturing
part till its reaching to the end customers. In the backdrop of the above, problem is
thus stated as RETAILERS EXPECTATIONS OF MANUFACTURERS
SERVICES A STUDY WITH SPECIAL REFERCE TO PATHI SAREE SADAN
2.3 OBJECTIVES

Pathi Saree Sadan.
To study the methods adopted by the retailers for maintaining the appropriate
stock of sarees
To study the perception of retailers about manufacturers services
To study the parameters affecting the manufacturer and retailer relationship
To suggest measures and methods to improve retailer- manufacturer

relationship
2.4 RESEARCH METHODOLOGY
The research methodology is the process which is very useful in collecting data for
the purpose of making various business decisions and in this project it is related to the
retailers expectations regarding to the service provided by the
manufacturer/wholesaler.
SAMPLE DESIGN
It is not necessary to collect the data from whole universe the small representatives
sample may serve the purpose ofn collection of data. Sample is a small group which
is selected or taken from the large lot. This small group should be emanative cross
section and really representative in character. This selection process is called
sampling
Sample size: Samples are devices for learning about large masses by observing a few
individuals. The selected sample is 50.
Sampling Method
The sampling method that is used in the present dissertation/research work is

convenience sampling which is a Non-probability sampling method.
Convenience sampling method:
A measurable technique for drawing representative data by selecting individuals in

view of the simplicity of their volunteering or selecting units because of their

Pathi Saree Sadan.
accessibility or simple access The advantages of this type of sampling are the
accessibility and the speed with which information can be gathered.
includes the determination components in view of suppositions with respect to the

number of inhabitants in interest, which shapes the criteria for choice. Henceforth, in
light of the fact that the determination of components is non-irregular, non likelihood
examining does not Convenience sampling is non probability sampling method where
a few components of the populace have no chance of selection or where the
probability of selection cant be precisely decided. includes the determination
components in view of assumptions regarding the population of interest, which shapes
the criteria for choice Hence, because the selection of elements is non-random, non
probability sampling does not permit the estimation of testing mistakes
2.5 Sources of data
Primary source
Secondary source
Primary data
Primary sources of data are the data which is collected from a source without using
the available references. It is also called as raw data which is collected from the deep
observation and research and has not been subjected to any other processing or it is
not manipulated and these raw datas are referred or called as primary datas. Raw
data is a relative term and it can be input to a computer program or used in manual
procedures such as analysing statistics from a survey.
Questionnaire
Secondary data
The data which is already available or collected by someone other than the user is
known as the secondary data. Common sources of secondary data are censuses,
information collected by the government departments and authorities, records

Pathi Saree Sadan.
maintined by the organisation or the data which is generated or collected for research
purpose and are reliable to refer for further purpose.
Refers to the existing available sources of information such as
a. Published Sources: The sources of published data are as below:
Official distributions of Central and nearby governments.
Official distributions of semi government measurable association.
Official distribution of remote government or global bodies
Reports and distributions of Trade union, Chamber of Commerce, Commercial

Banks, Co-agents, Stock Exchange and so on.
Report submitted to financial specialists, re-seek researchers, colleges and

different instructive and examination establishments
b. Unpublished Sources: The factual information needn't generally be distributed.

There are different wellsprings of unpublished measurable material, for example, the
records kept up by private firms, business endeavors, researchers, research specialists,
and so on. They dislike discharging their information to any outside organization.
Documents of the departments concerned
Reference books.
Website sources
Journal, research books for review of literature, magazines.
2.6 Tools for data collection:
The measurable information needn't generally be distributed. There are different

wellsprings of unpublished measurable material, for example, the records kept up by
private firms, business undertakings, researchers, research laborers, and so on. They
dislike to discharge their information to any outside office.

Pathi Saree Sadan.
Questionnaire:
A questionnaire is a research instrument consisting of a series of questions and other

prompts for the purpose of gathering information from respondents. Although they are
often designed for statistical analysis of the responses, this is not always the case.
Questionnaires have advantages over some other types of surveys in that they are
cheap, do not require as much effort from the questioner as verbal or telephone
surveys, and often have standardized answers that make it simple to compile data.
However, such standardized answers may frustrate users. Questionnaires are also
sharply limited by the fact that respondents must be able to read the questions and
respond to them. Here questionnaire is given for customers to collect primary data.
The questionnaires will have questions which have dichotomous questions as
questions with multiple choices. likert scale will be induced
2.7 PLAN OF ANALYSIS:
The data collection will be shown in the form of:
Tables
Charts
Graphs
Comparative diagrams/figures
On the basis of information collected by the questionnaire the charts and the tables
will be prepared. The tabulated data will be analyzed with the help of percentages.
The result thus obtained will be depicted through charts and graphs. Inferences will be
drawn and suitable suggestions will be given.
2.8 Limitations of study:

The study is limited to 50 respondents.
The data analysis is done on the basis of the opinions of the retailers.
The suggestions are given on the basis of the data analysis.
The study is limited to 6 weeks.

Pathi Saree Sadan.
3.1 COMPANY PROFILE

More than 110 years ago, PathiAdinaranaiah laid the foundation of a wholesale pure
silks and jewellery enterprises. His business principles were very clear and simple that
is manufacturing high quality of product and innovating new design by implementing
changes in the style of work and ultimately to provide customer satisfaction. His
vision and principal were carried on by his eldest son, the late Shri
PathiRadhakrishna and his wife, the late Smt. PathiVittalabai as they established Pathi
Saree Sadan, Pathi Saree Emporium, Pathi Prints and Trimm Exports Pvt. Ltd. Under
the Pathi R Enterprises. Presently, Mr. Pathi R. Srinivasan heads the group along
with his brother Mr. Pathi R. Raghunath. Mr.Pathi R. Janardhan and MrPathi R.
Sampathkumar, and his son Mr. Sanjay S. Pathiand nephew Mr. Pathi S.
Nanjundeshwar.
THE CORPORATE LOCATIONS OF THE PATHI GROUPS
1. Pathi Saree Sadan , 112, Nagarthpet Main Road- Head office, Bangalore
2. Pathi Prints, Kanchanayakanahalli, bommasandra 1st phase, Bangalore
3.1.1 ABOUT THE COMPANY
Company have computerized method of processing, embroidery, and dyeing which

enables them to provide quality product to the customers the company not only
supplies good to the different states of the country but also export to 35 countries
across the globe including Europe, USA, Canada, Australia, Singapore, and gulf
countries. This is one of the old companies which make it reliable and the product
which is manufactured by the company is known for its quality The organisation is
having one of the best and largest pure silk printing units in india which adds up to
their efficiency and it is having full range integrated facilities weaving, dyeing,
designing, printing and fashioning under same roof. Pathi prints managed by Pathi R
Sampath Kumar and Sanjay Pathi have one of the largest pure silk printing units in
India, with the full range of integrated facilities. Pathi Prints regularly participates in
international fairs and always interact with its customers. Pathi Prints caters to the
international market in sarees, fabrics and furnishings.

Pathi Saree Sadan.
3.2 INFRASTRUCTURE
SOPHISTICATED WEAVING MACHINE
Pathi Prints is exceedingly capable in the weaving of 100% silk and other mixed
woven fabrics they are equipped with the specialized and advanced rapier weaving
machines, acquired from Switzerland, these records for a yearly limit of 400000mts of
woven fabrics
YARN PREPARATORY AND PROCESSING UNIT
Pathi prints also features a yarn preparatory and processing unit, both in house, as
well as technically superior warping, winding and twisting machines all made in Italy
YARN DYEING MACHINE
athi groups have in-house yarn biting the dust machines imported from Italy, this
empowers to get impeccable shading coordinating as required by client and to deal
with free dying.
HIGH PRECISION PRINTING MACHINES
Printing machines are the very heart of the business, consequently, pathi prints have
highly prcised and accurate printing machines, this considers differing designs on
silk and silk blends, backing this it has a great capability to cater the demand not only
in Indian but internationally individuals demand is fulfilled
COMPUTER EMBROIDERY MACHINES
The printing machines in the textile industry matters a lot it is considered to be the
heart of the business and hence pathi saree sadan is having high technology printing
machines which helps in maintaining the exclusive designs and the same is effective
to cater the requirement of the individuals the embroidery machines is equipped with
the latest technology which gives a fine touch to sarees

Pathi Saree Sadan.
DESIGNING
Framing designs of sarees is one of the difficult tasks but this milestone is easily
chased by the company because of their well equipped, fully fledged in-house
computerized design studio with a very skilled development force equipped with
modern machines capable of cutting-edge design and executions. Pathi Group is well
known for their designs and fascinating patterns. Their exclusive designs are of
different patterns and types. They take extra care in making new designs with the
effective work.
3.3 THE TRADING UNIT OF PATHI SAREE SADAN
PACKAGING UNIT ACCOUNTS DEPARTMENT

Pathi Saree Sadan.
TRADING UNIT-1 TRADING UNIT 2
MANUFACTURING UNIT OF PATHI SAREE SADAN
YARN DYEING MACHINES HIGH PRINTING EMBROIDERY MACHINE
3.4 RESPONDENTS PROFILE
Ages(in years) Frequency Percentage
25-40 27 54%
41-and above 23 46%
Gender
Male 34 68%
Female 16 32%
Occupations
Employed 8 16%
Self
Employed/merchant/businessm 32 14%
an
Storemanager 10 20%

Pathi Saree Sadan.
As per the above table majority of the retailers are between the age of 25 and 40 that
is 54 percent of the retailers are below 41. And 46 percent of the retailers visits to the
pathi saree sadan are above 41 percent
Table also shows that around 68 percent of retailers are male and 32 percent of the
retailers are female.
Along with these when it comes to occupation the mostly retailers are self employed
or businessman but in some case the store manager or employee visits the
organisation on behalf of the employees that means they are retailers representatives
to visits the organisation to purchase the saree on behalf of their owner. In same time
some consultants also purchase or select the sarees on behalf of other and in return
they gets commission from the retailer.
3.5 PRODUCTS
The organization is specialized in producing varieties of products like- jacquard

fabrics, embodied fabric, cushion cover, window panel, duvet and bed covers.
Jacquard fabrics are woven into fabric instead of printing. Popular jacquard designs
include damasks, floral, and geometrics. This textured fabric has varying drape-ability
and durability depending on the fibers used. Hundreds of jacquards in dozens of
patterns and colours to create beautiful window treatments, duvet covers, slipcovers,
and more. By producing diversified products with best quality Pathi Group have
proved themselves as a well reputed company in Bangalore.
These all products shows the assurance of quality and the durability which the
customers of the organisations are trusting and the organisation is successfully
making all the products up to the mark. By using the most sophisticated machines and
unique designs the product are distinctive compared to the any other products
available in the market.

Pathi Saree Sadan.
3.6 PRODUCT PROFILE
There are various types of sarees which Pathi Group is manufacturing from the long
time, each sarees have their own features and designs the varieties of saree they
manufactures are as follows :
1. SILK SAREES
Silk sarees which again is very attractive and most popular amongst the Indian
women and considered to be very attractive. It is known as paat in eastern India and
pattu in southern India which is called resham in hindi. Silk sarees are very famous
for its design and finest prints it comes in various textures and variants colours and
embroidered around. These silk sarees are very famous for the softness and its
beautiful appearance.
Silk sarees are the speciality of Pathi Groups. Most of the traders in the market sell
the duplicate silks in place of original silk sarees. Pathi Saree manufactures the high
quality of silk with their own designs and art works. Silk sarees are highly demanded
in and out of the country. Organisation exports silks sarees in bulk in the rest of the
world. The weight of the silk sarees is very light and smooth.
The price range at which it is available in the market is around 2200 to 3500.
2. HANDLOOM
This product is great piece of artwork which the organisation manufactures in their
factory it is highly demanded and it is quite expensive also the price range starts from
4000 to 25000, which is offered by the organisation to their customers. Generally
these sarees are heavy and people wear it during some occasion like receptions
wedding etc.
3. CREPE SAREES
Silk crepe is woven from hard-spun silk yarn and is one of the most widely used
forms of silk across India. The yarn is highly twisted and its also an occasional wear
and it is very light weight saree the starting price is from 3500 to 6000. Here also

Pathi Saree Sadan.
Pathi Groups create their own designs and the designs are created by the power looms
this saree is also exported by the firm.
4. EMBRIODERY SAREES
Embroidered sarees is an art of combining various threaded designs. A plain Saree of

cotton, silk or any other fabric is used to do embroidery. Depending on its production
process, you can find various types of embroidery which is done manually i.e. hand
work embroidery or by machine needles i.e machine embroidery. These sarees are
quite heavy weighted and the work done is very creative. The hand work and machine
work both have done partially in these sarees. The price rate of these sarees starts
from 10000 to 100000.
5. COTTON SILK SAREES
These are very light weighted sarees and based on power loom the price range starts
2000 to 2500.
So these are some of the main products which Pathi Saree Sadan manufactures and all
the above mentioned prices are of wholesale rates.
3.7 QUALITY ASSURANCE
Every saree carries a guarantee that -:
Its length is 6.40 meters
The entire saree, including the pallu, is made only from pure silk
It has a uniform width throughout
It comes with a pure silk blouse piece
It is treated with the MistySilk Finish, to enrich its silken feel, appearance and
drape
It has StainGard protection, which guards against coffee, tea and other liquid
stains

Pathi Saree Sadan.
3.8 VISION
To manufacture products which are fashion oriented and adhere to best quality
standard to employ state of the art technology to enable continuous innovation.
3.9 MISSION
To manufacture world-class products of outstanding quality that gives their

customers a competitive advantage through superior products and value, so they
can make every customer smile.
To encourage people's ownership, empowerment and working under team

structure.
To maintain the highest standard of professionalism and integrity.
Excellence of service to our clients and leadership in their chosen markets are
the reasons behind their long term success
3.10 VALUES
Customer's satisfaction and delight
Superior quality of performance
Concern for the environment and the community
Passionate about excellence
Fair to all
To provide a safe workplace and promote healthy work habits

Pathi Saree Sadan.
We respect individual. We draw strength from equal opportunity and

diversity, at the same time supporting personal growth and development. We
value and we all benefit from the entrepreneurial spirit of individual.
3.11 DEPARTMENTS OF THE ORGANISATION
Accounts department
Enquiry department
Dispatch / packaging department
Designing department
Sales and purchase department
Research and development (R&D) department.
3.12 CORPORATE SOCIAL RESPONSIBILITY (CSR)
CSR is titled to aid an organization's mission as well as a guide to what the company
stands for to its consumers. Pathi group actively takes part in CSR activity. They
spent more than one percent of their annual income.
3.13 EXPORT
Pathi Saree Sadan emerged as a well establishedorganisation they exports in various

parts of the world as well as country. In India they are one of the biggest exporters of
silk sarees. They export in different parts of India like Jharkhand, west Bengal, Delhi,
Kerala, Tamil Nadu, Maharashtra, and Gujarat.
They also exports in different countries like Japan, Canada, London, America,
Malaysia, and Sri Lanka.
3.14 NATURE OF THE COMPANY
Company is a partnership based company and is operated by 4 partners. Companies

details are:-
Founder: PathiAdinaranaiah

Pathi Saree Sadan.
PARTNERS: Mr. Pathi R. Raghunath
Mr. Pathi S. Nanjundeshwar
Mr. Pathi R. Sampathkumar
Mr. Sanjay S. Pathi
Sales manager: MR. B. Nagraj
3.15 ADDITIONAL INFORMATION
Company has two different units. One manufactures the goods that are related to
production of silks and designing, dyeing. Other unit is indulged in trading business.
They sell their goods (saree) in bulk to the customers and are basically a wholesaling
market to the customers. Business to business activity is carried out that means their
customers are retailer who orders goods in bulks to Pathi Groups.
Production unit is well equipped with 200 efficient and skilled employees, well
known for their art works and creative designing. And the trading unit has 40 staff
members working. Both the units are well managed and coordinated.
3.16 COMPETITORS INFORMATION
The organisation manufactures their own designs and they use pure silks the
techniques and machinery used by the organisation for production their product is
exclusive and is quality efficient. The company have threats with the plagiarised
market. In saree industries also the designs and concept of sarees is being plagiarised
to earn more profit. The people who are indulged in plagiarising the design use to
copy the design which looks almost same but the quality is cheaper. This is the
biggest threat to the company because they spend their lots of times and efforts to
create a new design. And there are some of the organisation which tries to promote
these practices which does not fits for the healthy completion. Every business firms
needs a healthy and fair competition which will leads to the better business
environment. Its very important for the owners as well as the customers.
So, company have taken certain steps to maintain more privacy and security to
eliminate plagiarism.

Pathi Saree Sadan.
Every organisation faces competition in their surrounding and it is also important as a

healthy competition motivates the organisation to perform well. Likewise there are
many competitors of Pathi Saree Sadan in the market they are as follows:
1. Asha Brothers Pvt Ltd
2. VijayaLaxmi Silks &s Sarees
3. Devta Sarees
4. Rathi Brothers Pvt Ltd
5. Belegodo Silk Palace
So these are names of some of the competitors o Pathi Saree Sadan in the market.
1. Frequency of visit by the respondents at Pathi sarees
Table 4.1 showing frequency of Dvisit by the respondents at Pathi sarees
Attributes NO OF RESPONDENTS Percentage (%)
Once in a month 15 30
Once in 15 days 10 20
Once in 2-3 months 22 44
Once in year 3 6
Total 50 100

Pathi Saree Sadan.
Chart 4.1representing frequency of visit by the respondents at Pathi sarees
Frequency of visit
ANALYSIS:
The above table shows that 44 percent of the retailers prefer to visit Pathi Saree Sadan
in 2-3 months and around 30 percent of people visits once in month and 20 percent
visits in every 15 days and only 6 percent retailer visits in a year.
INTERPRETATION:
Pathi Saree Sadan.
The above analysis shows that majority of retailers visits Pathi Saree Sadan more
often. And these retailers visits very frequently because they have very huge
requirements of the saree so it shows the frequent visiting to the organisation.
2. Product purchased at Pathi saree Sadan.
Table 4.2 showing Product purchased at Pathi saree Sadan
Attributes No of Respondents Percentage (%)

Pathi Saree Sadan.
Kanjivarum 8 16
Mysore Silk 24 48
Jorjet 10 20
Pure silk printed 8 16
Total 50 100
Chart 4.2 Representing Product purchased at Pathi saree Sadan
Product purchased
ANALYSIS:
The above table shows that 48 percent of the retailers purchase Mysore silk sarees and
20 percent purchase jorjet and the pure silk printed and kanjivaram is equally
purchased by the retailers that 16 percent.
INTERPRETATION:

Pathi Saree Sadan.
The above analysis shows that mysore silk saree is most purchased product by the
retailers rather than this kanjivaram and pure printed silk are equally purchased by the
retailers. As Pathi Saree Sadan manufactures and deals with fine mysore silk sarees
and there is more demand of mysore silks in the local market.
3 customer satisfaction on the quality of sarees
Table 4.3 showingcustomer satisfactions on the quality of sarees
Yes 40 80%

Pathi Saree Sadan.
No 0 0%
Cannot say 10 20%
Total 50 100
Graph 4.3 showing customer satisfactions on the quality of sarees
Customer
satisfactions
ANALYSIS:
The above table shows that 80 percent of the retailers are satisfied with the quality of
the product and 20 percent of the retailers cannot say about the quality provided by
the company to them.
INTERPRETATION:

Pathi Saree Sadan.
The above analysis shows that 80 percent of the retailers are satisfied with the quality
of the product which is provided by the Pathi Saree Sadan and rest 20 percent cannot
say about it (they are neutral). So it can be interpreted that that the product quality
provided by Pathi Saree Sadan met the expectation of the customers
4 Interaction of representative to the customers at pathi saree sadan
Table 4.3 showing Interaction of representative to the customers at pathi
saree sadan
Very good 14 28%

Pathi Saree Sadan.
Good 35 70%
bad 0 0%
Very bad 1 2%
Total 50 100%
Graph 4.3 representing interaction of representative to the customer at

pathi saree sadan
Interaction of representative
ANALYSIS:
The above table shows that interaction of 70 percent of representatives is good and 28
percent interacts very well and only two percent of the retailers say that interaction of
representatives is bad.
INTERPRETATION:
The above analysis shows that 70 percent of the retailers feels that the representatives
at Pathi Saree Sadan interacts with the retailer is good and 28 feels that interaction is

Pathi Saree Sadan.
very good in interacting were as only 2 percent retailers feels that interaction by the
representative is bad.
5 frequency of reminder about discounts and prices by pathi saree sadan
Table 4.5 showing frequency of reminder about discounts and prices by pathi saree
sadan
Yes 40 80%
No 10 20%

Pathi Saree Sadan.
Total 50 100
Graph 4.5 representing frequency of reminder about discounts and prices by pathi
saree sadan
Frequency of
reminder about
discounts and
prices
ANALYSIS:
The above table shows 80 percent believes that Pathi Saree Sadan reminds and
intimate about their prices and discounts very often and rest 20 percent retailers feel
that they dont intimate discounts and prices very often.
INTERPRETATION:
The above analysis shows that majority of the retailers feels that the Pathi Saree
Sadan intimates the discounts and prices to the retailer very often and 20 percent

Pathi Saree Sadan.
disagree regarding the regular intimation of prices and discounts by the company. The
regular customers of the company are intimated very often regarding to the discounts.
6. Effectiveness of customer service department
Table 4.6 showing effectiveness of customer service department
Highly effective 4 8%
Effective 36 72%
Cannot say 5 20%
In effective 4 12%

Pathi Saree Sadan.
Highly in effective 1 0%
Total 50 100%
Chart 4.6 representing. Effectiveness of customer service department
Effectiveness of customer
ANALYSIS:
The above table shows 72 percent of retailer feels that the customer service provided
by Pathi Saree Sadan is effective and 8 percent feel that it is highly effective while 20
percent are neutral and 12 percent of the retailers feel that it is ineffective
INTERPRETATION:
By above analysis it can be interpreted that customers feels the customer service
provided by the customer department of the store is effective and 8 percent says it is
highly effective which shows the customer service of the organisation is effective in
serving the retailers.

Pathi Saree Sadan.
7 rendering discounts to the customers at pathi saree sadan
Table 4.7 showing rendering discounts to the customers at pathi saree sadan
Yes 39 78%
No 11 22%
Total 50 100

Pathi Saree Sadan.
Graph 4.7 representing rendering discounts to the customers at pathi saree sadan
Rendering
discounts to the
customers
ANALYSIS:
The above table shows that around 78 percent retailers feels that they get special
discounts on prices and 22 percent retailers feels that they dont get ne special
discounts on prices
INTERPRETATION:
The above analysis helps to interpreted that the regular and frequent customers of the
company is benefited with the special discounts and offers while the customers who
visits quarterly or annually the get the normal discounts instead of the special once.

Pathi Saree Sadan.
8. Various attributes of discounts
Table 4.8 showing various attributes of discounts
Buy 1000 pieces get additional 15 30%

discount
50% off, 40%, off 60% off 20 40%
Seasonal discounts 5 10%
Get two for 900 3 6%
Buy one get second one 60% off 4 8%

on price
Others discount. 3 6%

Pathi Saree Sadan.
Total 50 100%

Pathi Saree Sadan.
Chart 4.8 representing various attributes of discounts
Various attributes of discounts
ANALYSIS:
The above table shows that around 40 percent of the retailers get the discounts of
50%,40%,60% off and 30 percent get addition discounts if they buy 1000 pieces
while 10 percent gets the seasonal discounts, while other discounts like get two for
900 and buy second one 60 % off on price accommodate 20 percent of the
respondents
INTERPRETATION:

Pathi Saree Sadan.
The above analysis shows that majority of the retailer get discounts as the purchase
goods very often from Pathi Saree Sadan. And if the retailer buy in bulk that is above
thousand pieces than additional discounts is also offered to the retailer and the
seasonal discounts includes the occasional discounts offered by the company
9. reasons to re-enter pathi saree sadan
Table 4.9 showing reasons to re-enter pathi saree sadan
Low prices 13 26%
Product quality & 24 48%

availiblity
customer service 13 26%
50 100%
Chart 4.9 representing reasons to re-enter pathi saree sadan

Pathi Saree Sadan.
Reasons to re-enter to pathi saree sadan by the retailer
ANALYSIS:
The above table shows that 48 percent of the retailers visits Pathi Saree Sadan due to
products quality and availability were as 26 percent of the retailers visits to the Pathi
Sarees due to low prices offered by them and rest 26 percent visits due to good
customer service
INTERPRETATION:
The above analysis shows that majority of the retailers visits to the company due to
quality of the product provided and the regular availability of the products which is
needed by the retailer and in some retailers visits due to the low prices which Pathi
Saree Sadan offers to the retailers.

Pathi Saree Sadan.
10. Review of quality in comparison with other whole sale stores
Table 4.10 showing review of quality in comparison with other whole sale stores
Good 34 68%
normal 12 24%
Not good 4 8%
poor 1 2%
Total 50 100%
Graph 4.10 representing review of quality in comparison with other whole sale stores

Pathi Saree Sadan.
Quality review
ANALYSIS:
The above table shows that 68 percent of retailers feels that the product quality and
quantity maintained by the company is good and 24 percent retailers feels it is normal
8 percent feels that it is not good and 2 percent feels it is poor
INTERPRETATIONS:
The above analysis shows that the majority of retailers are satisfied with the product
provided by Pathi Saree Sadan and 24 percent feels it is normal

Pathi Saree Sadan.
11. Satisfaction level after shopping at pathi saree sadan
Table 4.11 showing satisfaction level after shopping at pathi saree sadan
highly satisfied 6 12%
satisfied 41 82%
cant say 3 6%
dissatisfied 0 0%
Highly dissatisfied 0 0%
Total 50 100
Graph 4.11 representing Satisfaction level after shopping at pathi saree sadan

Pathi Saree Sadan.
Satisfaction level after shopping
ANALYSIS:
The above table shows that around 82 percent of the retailers feels satisfied after
buying the products from Pathi Saree Sadan and around 12 percent of the retailers
feels highly satisfied were as 6% percent cannot say about.
INTERPRETATION:
The above analysis can be interpreted as the majority of the retailers are satisfied with
after buying the goods and some are highly satisfied due to the quality product and
classy collection of sarees maintained by the Pathi Saree Sadan and some respondent
are neutral about.

Pathi Saree Sadan.
12. Level of importance given to product of pathi saree sadan
Table 4.12 showing level of importance given to product of pathi saree sadan
great extent 14 28%
moderate extent 32 64%
slight extent 3 6%
not at all 1 2%
Total 50 100
Chart 4.12 representing. Level of importance given to product of pathi saree sadan

Pathi Saree Sadan.
Level of Importance
ANALYSIS:
The above table shows that 28 percent of the retailers feel that the product of pathi
sarees in their business plays a important role to the great extent and 64 percent feels
it is moderately important while 6 percent feels it is important to slight extent while 1
percent doesnt feels it matters.
INTERPRETATION:
The above analysis shows that majority of the retailers feels that it can help in
improving the business and very few feels it is slight or not at all helps in improving
the business as there are many retailers who visits the Pathi Saree Sadan quarterly or
yearly they only visit for some special type of requirement and they are not fully
depended on the company to improve their business so some of the retailers feels that
it is slight or not all helpful in improving the business.

Pathi Saree Sadan.
13. Confidence of retailer towards attainment of market share in future
Table 4.13 showing confidence of retailer towards attainment of market share in

future
very confident 8 18%
Confident 31 62%
somewhat confident 5 10%
not sure 6 12%

Pathi Saree Sadan.
somewhat doubtful 0 0%
doubtful 0 0%
Very doubtful 0 0%
50 100%
Chart 4.13 representing confidence of retailer towards attainment of market share in

future

Pathi Saree Sadan.
Confidence of retailer towards attainment of market share in future
ANALYSIS:
The above table shows that 62 percent of the retailers are confident that the product of
the company will help in gaining additional share in the market were 18 percent are
very confident about the same and 12 percent are not sure about this and 10 percent
are somewhat confident
INTERPRETATION:
The above analysis helps to interpret that majority of the retailer are very much
confident that the product which is offered by the company to the retailers helps in
gaining the additional share in the market
14. Availability of stocks at pathi saree sadan
Table 4.14 showing Availability of stocks at pathi saree sadan

Pathi Saree Sadan.
Extremely often 6 12%
Very often 17 34%
Moderately often 21 42%
slightly often 6 12%
Not at all 0 0%
TOTAL 50 100%
Chart 4.14 representing Availability of stocks at pathi saree sadan
Availability of stocks
ANALYSIS:
The above table shows that 42 percent of the retailers feel that the availability of the
product which is needed by them in the company is moderately often and 34 percent

Pathi Saree Sadan.
feels that its very often and 12 percent feels it is very often and rest 12 percent feels
slightly often
INTERPRETATION:
The above analysis help in interpreting that majority of the retailer feels that the store
is having all products which is needed by the organisation and very few feels it is
slightly often that may be because some of the retailers have special requirements
which can only be fulfilled by giving the order in advance and the detail instruction
regarding to product specification is given by the retailer to the manufacturer
15. Price of product at pathi saree sadan in comparison with other stores
Table 4.15 showing .price of product at pathi saree sadan in comparison with other
stores

Pathi Saree Sadan.
Extremely fair 4 8%
Very fair 30 60%
Moderately fair 12 24%
slightly fair 4 8%
Not at all fair 0 0%
Total 50 100%
Chart 4.15 representing price of product at pathi saree sadan in comparison with
other stores
Price of product at pathi saree sadan in comparison with other stores
ANALYSIS:
The above table shows that 60 percent of the retailers feels that the price offered by
Pathi Saree Sadan compared to others is very fair and 24 percent feels that its
moderately fair and 8 percent of the retailers feels the price is extremely fair as
compared to others and remaining 8 percent feels that it is slightly fair

Pathi Saree Sadan.
INTERPRETATION:
The above analysis shows that the majority of the retailers feels that the price is very
fair if the price compared with any other wholesaler in market. The prices which is
offered by Pathi Saree Sadan is reasonable and so do the quality. They manage to
offer the best quality along with the reasonable price in the market.
16. Selection range of varieties of sarees at pathi saree sadan in comparison with
other stores
Table 4.16 showing Selection range of varieties of sarees at pathi saree sadan in
comparison with other stores

Pathi Saree Sadan.
Extremely broad 11 30
VERY broad 21 20
MODERATELY broad 14 44
SLIGHTLY broad 4 6
Total 50 100
Graph 4.16 representing Selection range of varieties of sarees at pathi saree sadan in
comparison with other stores
Selection
range of
varieties
ANALYSIS:
The above table shows that 44 percent of retailers the store is having very broad
selection range 30 percent feels that the collection available in the store is moderately
broad while 20 percent feels it is extremely broad and 6 percent of the retailer feels it
is slightly broad.

Pathi Saree Sadan.
INTERPRETATION:
By the above analysis it can be interpreted that the majority of the customers
(retailers) believes that the selection range in Pathi Saree Sadan is broad. The
selection range is broad in the store as all the sarees are available in different designs
and rate which helps the customers to choose the designs according to their
requirement and budget.
17. Savings using cash discount at pathi saree sadan
Table 4.17 showing Savings using cash discount at pathi saree sadan
A great deal 11 22%

Pathi Saree Sadan.
A lot 21 42%
A moderate amount 16 28%
A little 2 8%
Not at all 0 0%
Total 50 100%
Chart 4.17 representing Savings using cash discount at pathi saree sadan
Savings using cash discount
ANALYSIS:
The above table shows that 42 percent of the retailers save s lot by the cash discount
provided to them were as around 28 percent saves moderate amount and 22 percent of
retailers feels that they saves a great deal by the discount and only 8 percent of the
retailers feels that they saves a little .
INTERPRETATION:

Pathi Saree Sadan.
The above analysis shows that majority of the customers says that they can save more
by the cash discount provided by Pathi Saree Sadan. The price offered by pathi sarees
with the cash discount is very impressive which helps the retailers to save more
18. Helpfulness of employees at pathi saree sadan
Table 4.18 showing Helpfulness of employees at pathi saree sadan
Extremely helpful 3 6%
Very helpful 30 60%
Moderately helpful 14 28%

Pathi Saree Sadan.
slightly helpful 3 6%
Not at all helpful 0 0%
Total 50 100%
Chart 4.18 representing helpfulness of employees at pathi saree sadan
Helpfulness of employees
ANALYSIS:
The table shows that 60 percent of the retailers feel that the employees are very
helpful in the store and 28 percent feels they are moderately helpful while 6 percent
feels that they are extremely helpful and rest 6 percent feels they are slightly helpful.
INTERPRETATION:
The above analysis shows that majority of the retailers believes that the employees in
the store are very helpful. In the store the employees are well organised and the

Pathi Saree Sadan.
coordination among them is quite good which help in serving the customer in well
manner.
19. Hygiene level at pathi saree sadan
Table 4.19 showing Hygiene level at pathi saree sadan
Extremely neat and tidy 8 54%
very neat and tidy 27 30%
Moderately neat and tidy 15 16%
Not at all neat and tidy 0 0%

Pathi Saree Sadan.
Total 50 100
14.19 Chart representing Hygiene level at pathi saree sadan
Hygiene level
ANALYSIS:
The above table shows that 54 percent of the employees feel that the store is very neat
and tidy while 30 percent feels moderately neat and tidy were as 16 percent retailers
feels that it is extremely neat and tidy.
INTERPRETATION:
The ambience of the pathi satee sadan is very neat and tidy this can be interpreted by
above analysis as majority of the retailers who visits to the store feels that it is very
neat and tidy. Pathi sarees maintains the internal environment very clean and the

Pathi Saree Sadan.
interior is very attractive as the every section of the company is well decorated and
everything in the company is well placed
5.1 FINDINGS
Research has been made on the topic RETAILERS EXPECTATIONS OF

MANUFACTURERSSERVICES - A STUDY WITH SPECIAL REFERENCE TO
PATHI SAREE SADAN to study the retailers expectations of manufacturers service.
Based on the analysis and interpretation of the data given in the previous chapter
findings and suggestion and suggestions are recorded which are as follows:

Pathi Saree Sadan.
Majority of the retailers visits pathi saree sadan frequently as their

requirements are very huge and they visits the store after clearing the stock.
Pathi sarees deals with varieties of sarees but Mysore silk saree is the first
choice of the retailers and is the most sold sarees by pathi sarees and after
Mysore silk jorjet is the second most sold saree. As pathi saree sadan
manufactures silk sarees and the art and design for each saree is different
Retailers are very much satisfied with the quality of the product provided by
pathi sarees. That means they are offering the high quality product to the
customers
The interaction of the representatives of pathi saree sadan is very good which
means the representative interact with the customers (retailers) in a good
manner
Pathi saree sadan reminds and intimates the discounts and offers to the
retailers very frequently. These offers and discounts are intimated to the
regular customers of the company as in the interpretation it is clearly
mentioned.
The customer service department of the organisation is very effective.

Customers are given proper attention and service when they visit to pathi saree
sadan.
The companies frequent customers are very much benefited with the
discounts and offers and if they order in bulk they get special offers and
additional discount.
The retailers main intention to re visit the organisation is the products quality
which is provided by the company. That means the best quality of the product
attracts the customers to visits again in the organisation. Some of the
customers visits dur to low cost price of the product.
The customers are satisfied with the quality provided by the company

Pathi Saree Sadan.
Retailers feel satisfied after purchasing the saree from pathi saree sadan as
there collection is very classy and nice
Retailers are quite confident about the product of the company as they feel it
will help in gaining additional market share and helps in earning profit.
Most of the time the customer gets what they want that is the company have
all the designs and collections needed by them. Some of the customers have
different choice with respect to design. In such case they give order for the
product by specifying design and specification of the product
It is also observed that the price is very fair if the price compared with any
other wholesaler in market.
Pathi saree sadan has wide range of collection as wide varieties of designs are
available in the store.
The customers are very helpful while attending the customers.
The ambience of pathi saree sadan is very neat and clean
The location of the trading unit is in chickpet therefore customer face problem
of parking.
The official website of pathi saree sadan is not updated that is designs and
information is not updated in the websites
Its being noticed that good working environment is provided to the

staff members of Pathi Saree Sadan
Pathi Group is a unique organisation which is established from past

110 years. They have created a brand image in the market.

Pathi Saree Sadan.
5.2 Suggestions
The company should adopt customer centric strategeies so that it will help in
maintaining enhancing the image in the market and there may be chance of word of
mouth advertisement.
The company should collect the feedback of the customers (retailers) regarding to
the service and product offered by them
The product range is broad but even though some of the customer feels it is
moderate so product range and availability and durability needs to be increased
Companys website needed to be updated because it will help in marketing of the

product of the company and should practise promotional activities
Online marketing promotions and banners can be used to promote the company
and it will help in reaching large number of customers
Maintenance issue such as parking problem is observed hence a prominent logistics

can be adopted
The company should intimate all the customer whether they are frequent or not
regarding the offers and discounts
The firm is advised to opt for better logistics management as it will not only help
the firm to reduce the stock of inventory but will also help the firm in maintaining
effective transportation facilities

Pathi Saree Sadan.
5.3 Conclusions
To conclude it is very much limited time to clearly understand the expectations of the
retailer from the services by the manufacturers. The recommendation provided is
strictly based on the information gathered by interaction. The details and information
is collected from manager, owner and retailers of Pathi Saree Sadan. Managing and
measuring the retailers expectation can bring positive benefits to the manufacturer and
company which will increase the sales of the organisation.
From the above statement we can conclude that Pathi Saree Sadan is an organization
which follows all the norms set by the government and supplies best quality of
product to their customers. That is why they have a brand image in the market and
today it is one of the biggest well known and prestigious companies in India. If the
manufacturer meets the expectations of the retailers than it will be very helpful for the
company to market itself and new customers may also add up which means it will
help the organisation to earn more profit.
We can also conclude that Pathi Saree Sadan is competing very effectively with their
competitors and provide exclusive quality of product to their customers. And the
market share captured by the organisation is very impressive. The designs and the art
work are unique. The goods are equally demanded outside the countries as it is
demanded locally.

Pathi Saree Sadan.
The working environment provided to the staff is also very good which results in
effective work and support from the workforce of the organisation. So at last it can be
concluded that pathi saree sadan is very much effective in providing quality of
product in reasonable rate and have earned name in market as it is one of the well
established and old firm Bengaluru. And is well known for its designs as the designs
are unique and made by the expert hired by them.
It is very difficult to satisfy the customer and pathi sarees always tries there level best
to do so.

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Retailers expectation of manufacturers service: A study with special reference to

Pathi Saree Sadan.

Retail is a process of selling of goods and services by using various channels of

RV Institute of Management Page 1

1.1 TYPES OF TEXTILE:

1.2 PROBLEM FACED BY THE TEXTILE INDUSTRY IN INDIA

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FINANCIAL (FUNDING RISK):

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FOREIGN EXCHANGE RISK:

GOVERNMENT RULES AND REGULATION:

RAW MATERIAL PRICE RISK:

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HUMAN RESOURCES RISK

INTERNAL CONTROL SYSTEMS & THEIR ADEQUACY:

1.3 SAREE MANUFACTURING

RV Institute of Management Page 5

1.4 TYPES OF SAREES

RV Institute of Management Page 6

RV Institute of Management Page 7

A dyed practice of designing pattern on a saree in precise manner with a traditional

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Paithan region of Maharashtra is known to manufacture these type of sarees. These

RV Institute of Management Page 9

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1.5 MARKET SIZE

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1.7 Government initiatives

Some of the steps taken by the government are as follows:-

In social Medias government have started promoting Indian handlooms. In this

The Ministry of Textiles propelled Technology Mission on Technical Textiles

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Government also going to provide subsidies on the machines and infrastructure

The Revised Restructured Technology Up gradation Fund Scheme (RRTUFS)

Under the Market Development Assistance (MDA) Scheme, financial help is

RV Institute of Management Page 13

A memorandum of association is signed between India and Kazakhstan to

The fate of Indian textile industry is seems to be extremely encouraging the

1.8 THEORETICAL BACKGROUND

INTRODUCTION OF CUSTOMERS EXPECTATION

Exceeding: When expectations are exceeded it means they are

RV Institute of Management Page 14

EXPECTATION AND EMOTION

EXPECTATION AND REQUIREMENT

Customer requirement is specification in the product which is described by the

EXPECTATION AND PROMISE

If the promise regarding to delivery is committed then whether or not it is written

EXPECTATION AND POSSIBLITY

RV Institute of Management Page 15

effectiveness supply chain or distribution channel of the company. And the

EXPECTION AND WANTING

EXPECTATION AND NEED

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1.9 Importance of industry

The industry is very important sector after agriculture as it is providing employment

PROVIDING GLOBAL PLATFORM

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So textile industry is always be worth full for a country as it brings enormous

1.10 NEED FOR STUDY:

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retailers/dealers. It is necessary to retain the retailers with a view to achieve profits

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It is now clear that a more sophisticated view of customer expectations is required-