CHAPTER-1

INTRODUCTION

1.1 INTRODUCTION

A project which is entitled as a study on customer satisfaction at LuLu International Shopping

Mall as a part of MBA curriculum. The project is undertaken with the aim of getting a clear
picture of the company and the industry so as to the study the customer satisfaction of the
company.

Customer satisfaction, a business term, is a measure of how the product and services supplied by
a company meet or surpass customer expectation. It is seen as key performance indicator within
business and is part of the four perspective of a balanced scorecard.

It is a competitive market place where businesses compete for customers; customer satisfaction
is seen as a key differentiator and increasingly has become a key element of business strategy.

There is a substantial body at empirical literature that establishes the benefits at customer
satisfaction for firms.

The most important asset of any organization is their customers; satisfied customers pay their
bills promptly which greatly improved cash-flow-lifeblood of any organization. Customers
experience at a product or a service is multifaceted so hard to determine. It needs to be measured
individually to get an accurate total picture at customer satisfaction.

Customer satisfaction should not be viewed in a vacuum. For example, a customer will be
satisfied with a product or service highly in a survey and yet same customer will buy another
product. Similarly customers view about a product or service is useless if customers view about
competitor‘s product is understood.

Satisfied customer generates more revenues than dis-satisfied ones. Satisfied customers not only
bring in repeat business but also new business through word of mouth advertising. Fully
satisfied customers are more immune to competitive business environment.
Satisfied customers increase the bottom line. Satisfied customers are usually low maintenance,
keeping costs of sales low. Dissatisfied customers use valuable employees time and create a
reputation about that has to be countered with higher advertising costs.

Hence, paying close attention to customer‘s satisfaction is just common sense. Intuit Scott

Cook once said "if you can't please your current customer, you don't deserve any new once."

1.1 STATEMENT OF THE PROBLEM

The present study is focused on the satisfaction level of consumer’s towards the LuLu
International Shopping Mall Consumer satisfaction plays a crucial role as it deals with
consumers and their needs. The essence of organization is the consumer and thus emphasis on
their needs and wants. Thus, A study on consumer satisfaction towards LuLu International
Shopping Mall with special reference to Ernakulam District is taken as the problem statement.
1.2 SCOPE OF THE STUDY

The study is being conducted mainly to know about the consumer’s satisfaction towards LuLu International
Shopping Mall . This is to know the competitive advantage of LuLu International Shopping Mall over its
competitors.This effort is for studying the consumer satisfaction towards LuLu International Shopping Mall .

1.3 REVIEW OF LITERATURE

Review of literature shows the previous studies carried out by the researcher in this field.
Previous studies are reviewed in order to gain insight extent of research. Their search problem
can be more understood and made specific reffering to theories ,reports ,records and other
information made in similar studies. This will provide the researcher with knowledge on what
lines the study should proceed and serve to narrow the problem. The main objective of the study
is to understand the level of consumer satisfaction.

In a study done by (Berry Bart Allen) and Broader between 1990 defined Ten Quality values
which influenced satisfaction behavior, further expanded by Berry in 2002 and known as ten
domains of satisfaction include:
 

• Quality
• Value
• Timeliness
• Efficiency
• Ease of Access
• Environment
• Inter-departmental
• Commitment to the customer
• Innovation

These factors are emphasized for continuous improvement and organizational change
measurement and are most often utilized to develop the architecture for satisfaction
measurement as an integrated model. Work done by Parasuraman, Zenithal and Berry (Leonard
L) between 1985 to 1988 provides the basis for the measurement of customer satisfaction with a
service by using the gap between the customer's expectation of performance and their perceived
experience of performance. This provides the measure with a satisfaction "gap" which is
objective and qualitative in nature. Work done by Cronin and Taylor propose the "confirmation/
disconfirmation" theory of combining the "gap" described by Parasuraman, Zenithal, and Berry
as two different measures (perception and expectation of performance) into a single
measurement of performance according to expectation.

American Customer Satisfaction Index (ACSI) is a scientific standard of customer

satisfaction. Academic research has shown that the national ACSI score is a strong 41 predictor
of Gross Domestic Product (GDP) growth, and even Predictor of Consumption Expenditure
(PCE) growth. On the microeconomic level, research has shown that ACSI data predict stock
market performance, both for market indices and for individually traded companies. Increasing
ACSI scores has been shown to predict loyalty, word-of-mouth recommendation and purchase
behavior. The ACSI measure customer satisfaction annually for more than 200 companies and
10 economic sectors. Inaddition to quarterly reports, the ACSI methodology can be applied to
private sector companies and government agencies in order to improve loyalty and purchase
intent. Two companies have been licensed to apply the methodology of ASCI for both the
private and public sector: CPI Group, Inc. applies the methodology of ASCI off live, and
Foresee Results applies the ASCI to websites and other online initiatives.

In sparing 2004, Quad stone commissioned a study of the approach that large consumer
enterprises are taking to improve customer service experiences. The research mainly consisted
of indepth interviews with executives in the financial services and telecommunication sectors,
but it also included an e-mail questionnaire with consumer and a "mystery shopping"
investigation into customer service centers.

The study finds that improving customer satisfaction with service is a rapidly sizing
corporate priority and companies are increasing investment in tracking customer satisfaction and
what drives it. While the majority of companies are beginning to understand aggregate-level
trends in customer satisfaction, only a few companies are able to systematically identify how to
change service delivery processes for the better yet this is what all of the interviewed companies
most want to do.

Additionally, the study defines the success model for embracing and driving change based on
customer satisfaction metrics, and it lays out the capabilities that companies must develop to
fully leverage customer satisfaction data in driving change across the organization. The survey
finds that telecommunication companies are, in general, more committed and sophisticated in
their approach to customer satisfaction than financial services companies. Fundamentally,
Organizations are striving for a level of understanding that is deeper and more specific than
general customer feedback.

1.5 OBJECTIVES OF THE STUDY

 To analyze the level of customer‘s satisfaction of LuLu International Shopping Mall

 To analyze the awareness level of customers about LuLu International Shopping Mall
 To find out the product quality / services quality.
To determine the consumer preference towards various products



1.4 RESEARCH METHEDOLOGY
 The methodology of the study is based on the primary as well as secondary data. The study
depends mainly on the primary data collected through a well structured questionnaire to
elicit the well considered opinions of the respondents. The study is conducted in
Ernakulam district, Kerala.


1.6 METHODOLOGY OF THE STUDY
Research implies the study & exploring knowledge to get the new ideas. Research
methodology is a way of solving the research problem systematically. Research Method &
Research Methodology, these are two different but related terms. Research Method is a part of
Research methodology.
The scope of Research Methodology as defined by Kotler ―When we talk of research
methodology, we not only talk of research methods but also consider the logic behind the
methods we use in the context of our research study. We should explain why we are using a
particular method or technique and why we are not using others so that research results are
capable of being evaluated either by the researcher himself or by others.‖ 



1.7.1 COLLECTION OF DATA

In order to have the accuracy, this study has gathered the desired data through Primary &
Secondary sources of data. Primary data is taken directly from the users. Published articles,
paper and other related information on net, journal, and magazine are taken as secondary
source.

 COLLECTION OF PRIMARY DATA

Primary Data is concerned with the crucial data, which is directly given by respondents
on first hand. A primary source is a source of information, which is gathered at the time of
study directly from the information provider. Here the primary doesn‘t mean the superior data,
but it refers to the data created by the direct stakeholders of the study. They are the primary
source for this study.
Primary Source: Data was gathered by researcher using questionnaire and by
interviewing variety of customers directly. This direct interest, in form of customer voice has
brought in the conceptual clarity.
1.8 SAMPLING DESIGN
Simple random sampling.
1.8.1 SAMPLE SIZE
Sample size determination is the act of choosing the number of observations or replicates to
include in a statistical sample. The sample size is an important feature of any empirical study in
which the goal is to make inferences about a population from a sample. Here sample size opts
for the study is 100 big and smallWinplyPlywood customers.

1.8.2 SAMPLE UNIT

Sample unit in this study is customers of WinplyPlywood Products.

1.9 TOOLS FOR ANALYSIS

 Percentage Analysis Method

In percentage analysis method, classification and tabulation of the result from the
questionnaire is done first. Then the percentage of respondents is calculated and these results are
shown by using bar diagrams. After the analysis the results are interpreted. In statistical analysis
percentage methods play a very important role.

1.9.1 TOOLS FOR DATA PRESENTATION

 Bar Charts
 Pie charts

1.10 DURATION OF THE STUDY

Two month (11January – 11March2018)

1.11 LIMITATION OF THE STUDY

Sum of the people were not ready to respond because they are very busy
Sum of the respondents may not have revealed their actual suggestion during interviews.
As project had to be completed within a short span of time, the scarcity of time was an
important hindrance and hence much information could not be gathered, or evaluated.
 This is only a sample study; all the limitations of the sample study also appear here.
1.12 CHAPTERISATION

CHAPTER 1 – INTRODUCTION

AND SUGGESTIONS

CHAPTER 2 - THEORETICAL FRAMEWORK OF THE STUDY

CHAPTER 3 - COMPANY PROFILE AND INDUSTRY PROFILE

CHAPTER 4- ANALYSIS AND INTERPRETATION OF DATA

CHAPTER 5- FINDINGS, CONCLUSIONS

CHAPTER 2
THEORETICAL FRAMEWORK
Marketing
. Marketing is the study and management of exchange relationships. Marketing is
used to create, keep and satisfy the customer. With the customer as the focus
of its activities, it can be concluded that Marketing is one of the premier
components of Business Management - the other being innovation.
Definition
Marketing is defined by the American Marketing Association as "the activity, set of institutions,
and processes for creating, communicating, delivering, and exchanging offerings that have
value for customers, clients, partners, and society at large."[4] The term developed from the
original meaning which referred literally to going to market with goods for sale. From a sales
process engineering perspective, marketing is "a set of processes that are interconnected and
interdependent with other functions" of a business aimed at achieving customer interest and
satisfaction.[5]

Philip Kotler defines marketing as :-marketing is about Satisfying needs and wants through an
exchange process.
The Chartered Institute of Marketing defines marketing as "the management process responsible
for identifying, anticipating and satisfying customer requirements profitably."[ A similar
concept is the value-based marketing which states the role of marketing to contribute to
increasing shareholder value. In this context, marketing can be defined as "the management
process that seeks to maximise returns to shareholders by developing relationships with valued
customers and creating a competitive advantage."

Marketing practice tended to be seen as a creative industry in the past, which included
advertising, distribution and selling. However, because the academic study of marketing makes
extensive use of social sciences, psychology, sociology, mathematics, economics, anthropology
and neuroscience, the profession is now widely recognized as a science,[8][not in citation
given]allowing numerous universities to offer Master-of-Science (MSc) programs.

The process of marketing is that of bringing a product to market which includes these steps:
broad market research; market targeting and market segmentation; determining distribution,
pricing and promotion strategies; developing a communications strategy; budgeting; and
visioning long-term market development goals.[ Many parts of the marketing process (e.g.
product design, art director, brand management, advertising, copywriting etc.) involve use of the
creative arts.

Concept
The 'marketing concept' proposes that in order to satisfy the organizational objectives, an
organization should anticipate the needs and wants of potential consumers and satisfy them
more effectively than its competitors. This concept originated from Adam Smith's book The
Wealth of Nations, but would not become widely used until nearly 200 years later.[11] Marketing
and Marketing Concepts are directly related.

Given the centrality of customer needs and wants in marketing, a rich understanding of these
concepts is essential:[12]

Needs: Something necessary for people to live a healthy, stable and safe life. When needs
remain unfulfilled, there is a clear adverse outcome: a dysfunction or death. Needs can be
objective and physical, such as the need for food, water and shelter; or subjective and
psychological, such as the need to belong to a family or social group and the need for
self-esteem.
Wants: Something that is desired, wished for or aspired to. Wants are not essential for
basic survival and are often shaped by culture or peer-groups.
Demands: When needs and wants are backed by the ability to pay, they have the potential
to become economic demands.

Marketing research, conducted for the purpose of new product development or product
improvement, is often concerned with identifying the consumer's unmet needs. [13] Customer
needs are central to market segmentation which is concerned with dividing markets into distinct
groups of buyers on the basis of "distinct needs, characteristics, or behaviors who might require
separate products or marketing mixes." [14] Needs-based segmentation (also known as benefit
segmentation) "places the customers' desires at the forefront of how a company designs and
markets products or services." [15] Although needs-based segmentation is difficult to do in
practice, it has been proved to be one of the most effective ways to segment a market.[16] In
addition, a great deal of advertising and promotion is designed to show how a given product's
benefits meet the customer's needs, wants or expectations in a unique way.[17]

Retail
Retail is the process of selling consumer goods or services to customers through multiple
channels of distribution to earn a profit. Retailers satisfy demand identified through a supply
chain. The term "retailer" is typically applied where a service provider fills the small orders of a
large number of individuals, who are end-users, rather than large orders of a small number of
wholesale, corporate or government clientele. Shopping generally refers to the act of buying
products. Sometimes this is done to obtain final goods, including necessities such as food and
clothing; sometimes it takes place as a recreational activity. Recreational shopping often involves
window shopping and browsing: it does not always result in a purchase.

Retail markets and shops have a very ancient history, dating back to antiquity. Some of the
earliest retailers were itinerant peddlers. Over the centuries, retail shops were transformed from
little more than "rude booths" to the sophisticated shopping malls of the modern era.

Most modern retailers typically make a variety of strategic level decisions including the type of
store, the market to be served, the optimal product assortment, customer service, supporting
services and the store's overall market positioning. Once the strategic retail plan is in place,
retailers devise the retail mix which includes product, price, place, promotion, personnel and
presentation. In the digital age, an increasing number of retailers are seeking to reach broader
markets by selling through multiple channels, including both bricks and mortar and online
retailing. Digital technologies are also changing the way that consumers pay for goods and
services. Retailing support services may also include the provision of credit, delivery services,
advisory services, stylist services and a range of other supporting services.

Retail shops occur in a diverse range of types and in many different contexts – from strip
shopping centres in residential streets through to large, indoor shopping malls. Shopping streets
may restrict traffic to pedestrians only. Sometimes a shopping street has a partial or full roof to
create a more comfortable shopping environment – protecting customers from various types of
weather conditions such as extreme temperatures, winds or precipitation. Forms of non-shop
retailing include online retailing (a type of electronic-commerce used for business-to-
consumer (B2C) transactions) and mail order.

Definition and explanation

Retail refers to the activity of reselling. A retailer is any person or organisation is a reseller who
sells goods or services directly to consumers or end-users.[2] Some retailers may sell to business
customers, and such sales are termed non-retail activity. In some jurisdictions or regions, legal
definitions of retail specify that at least 80 percent of sales activity must be to end-users.[3]
Retailing often occurs in retail stores or service establishments, but may also occur through
direct selling such as through vending machines, door-to-door sales or electronic channels.[4]
Although the idea of retail is often associated with the purchase of goods, the term may be
applied to service-providers that sell to consumers. Retail service providers include retail
banking, tourism, insurance, private healthcare, private education, private security firms, legal
firms, publishers, public transport and others. For example, a tourism provider might have a
retail division that books travel and accommodation for consumers plus a wholesale division
that purchases blocks of accommodation, hospitality, transport and sightseeing which are
subsequently packaged into a holiday tour for sale to retail travel agents.

Some retailers badge their stores as "wholesale outlets" offering

"wholesale prices." While this practice may encourage consumers to
imagine that they have access to lower prices, while being prepared to
trade-off reduced prices for cramped in-store environments, in a strict
Different jurisdictions set parameters for the ratio of consumer to
business sales that define a retail business.
Department store

Interior of Le Bon Marché in Paris

A department store is a retail establishment offering a wide range of consumer goods in different
product categories known as "departments". In modern major cities, the department store made a
dramatic appearance in the middle of the 19th century, and permanently reshaped shopping habits,
and the definition of service and luxury. Similar developments were under way in London
(with Whiteleys), in Paris (Le Bon Marché in 1852) and in New York (with Stewart's).[1]
Today, departments often include the following: clothing, furniture, home appliances, toys,
cosmetics, houseware, gardening, toiletries, sporting goods, do it yourself, paint, and hardware.
Additionally, other lines of products such as food, books, jewelry, electronics, stationery,
photographic equipment, baby products, and products for pets are sometimes included. Customers
generally check out near the front of the store, although some stores include sales counters within
each department. Some stores are one of many within a larger retail chain, while others are
independent retailers. In the 1970s, they came under heavy pressure from discounters, and have
come under even heavier pressure from e-commerce sites such as Amazon since 2010. Big-box
stores, hypermarkets, and discount storesare comparable to historical department stores. Before
shopping centres, department stores were standalone.

Service (business)

Business services are a recognisable subset of economic services, and share their
characteristics. The essential difference is that businesses are concerned about the building of
service systems in order to deliver value to their customers and to act in the roles of service
provider and service consumer.[1]

Definition
The generic clear-cut, complete, concise and consistent definition of the service term reads as
foll
A service is a set of one time consumable and perishable benefits

 delivered from the accountable service provider, mostly in close coaction with his
internal and external service suppliers,
 effectuated by distinct functions of technical systems and by distinct activities of
individuals, respectively,
 commissioned according to the needs of his service consumers by the service customer
from the accountable service provider,
 rendered individually to an authorized service consumer at his/her dedicated trigger,
 and, finally, consumed and utilized by the triggering service consumer for executing
his/her upcoming business activity or private activity.
Service specification
Any service can be clearly and completely, consistently and concisely specified by means of
the following 12 standard attributes which conform to the MECE principle (m ervice-
commodity goods continuum

Service-Commodity Goods continuum

There has been a long academic debate on what makes services different from goods. The
historical perspective in the late-eighteen and early-nineteenth centuries focused on creation and
possession of wealth. Classical economists contended that goods were objects of value over
which ownership rights could be established and exchanged. Ownership implied tangible
possession of an object that had been acquired through purchase, barter or gift from the
producer or previous owner and was legally identifiable as the property of the current owner.

Adam Smith’s book The Wealth of Nations, published in Great Britain in 1776, distinguished
between the outputs of what he termed "productive" and "unproductive" labor. The former, he
stated, produced goods that could be stored after production and subsequently exchanged for
money or other items of value. The latter, however useful or necessary, created services that
perished at the time of production and therefore did not contribute to wealth. Building on this
theme, French economist Jean-Baptiste Say argued that production and consumption were
inseparable in services, coining the term "immaterial products" to describe them.
Most modern business theorists see a continuum with pure service on one terminal point and
pure commodity good on the other terminal point.[2] Most products fall between these two
extremes. For example, a restaurant provides a physical good (the food), but also provides
services in the form of ambience, the setting and clearing of the table, etc. And although some
utilities actually deliver physical goods — like water utilities which actually deliver water —
utilities are usually treated as services.

In a narrower sense, service refers to quality of customer service: the measured appropriateness
of assistance and support provided to a customer. This particular usage occurs frequently in
retailing.

 utually exclusive, collectively exhaustive):

COMPANY PROFILE

PROFILE OF LuLu International Shopping Mall

LuLu Group International opened its first supermarket in Abu Dhabi, United Arab Emirates, in 1995,
when the retail business scenario in the region started to change with the entry of Continent
(now Carrefour). Later, more LuLu Supermarket stores were opened in different parts of Abu
Dhabi There are also several Lulu stores found in the emirate of Dubai. In the late 1990s, the LuLu
Center department stores were launched, and the group expanded to other countries in the Middle
East.
In 2000, the first Lulu Hypermarket store was opened in Dubai. With this launch, the Group
embarked on an aggressive expansion plan. It soon grew into a chain with several outlets across
the UAE, Kuwait, Qatar, Kingdom of Saudi Arabia, Bahrain, Oman, and Yemen. On March 10, 2013,
LuLu Hypermarket was opened in Kochi, India at LuLu Mall which is the largest shopping mall in
India.[12][13][14] LuLu group also plans to invest Rs 1,000 crore to set up an international convention
centre, a five-star hotel and a mall in Lucknow, India.[15]They have also started construction of Lulu
mall in Trivandrum, which on completion will be the second biggest mall in India after the one in
Kochi.[16]

Lulu Hypermarket is
an Indian businessman owned hypermarket chain and retail company headquartered in Abu Dhabi.
It was founded in 2000 by Yusuff Ali M.A. who hails from Nattika, Thrissur district in India. Lulu
Hypermarket is one of the divisions of Indian multinational conglomerate company “Lulu Group
International”. LuLu has over 40,000 employees of various nationalities.[1][2]
It is one of the largest retail chains in Asia and is the biggest in Middle East with 150 outlets in
the Gulf Cooperation Council (GCC) countries. Lulu Hypermarket is administrated by LuLu Group
International which also have 13 malls all over the GCC Countries, LuLu International Shopping
Mall largest mall in India along with Marriott Hotels & Resorts, Kochi in the same Lulu campus and
largest mall in Malaysia. Research firm Deloitte, recently placed it amongst the world’s 50 fastest
growing retailers.[3][4]. Lulu has also started Lulu Convention Centre in Thrissur which is spread
across an area of 18 acres (73,000 m2) with a built-up area of 160,000 square feet (15,000 m2).
Lulu's project of Lulu Bolgatty International Convention Centre in Bolghatty Island is one of the
largest Convention Centre in South Asia[5] along with the third largest Grand Hyatt branded hotel[6] in
the same campus. In 2016, Yusuff Ali M.A. founder of Lulu purchased the Scotland Yard Building in
London.[7] According to 2013, Yusuff Ali hold 9.37 per cent share in Cochin International Airport.[8].
Lulu Group International has bought a 10 per cent stake in the UK-based trading firm, East India
Company, and a 40 per cent stake in its fine foods subsidiary for around $85 million in total.[9][10][11]

Facilities[edit]
Anchor stores & Mini departmental stores[edit]
 LuLu Hypermarket, on the ground floor is the largest hypermarket in India, covering an area of 2
lakh sq. ft.
 The other anchor stores include Lulu Fashion Store, Lulu Connect, Lulu Celebrate, PVR
Cinemas and Sparkys.
 The mini departmental stores at the mall include Westside and Marks & Spencer.
Multiplex[edit]
 The mall features a 71,000 square feet (6,600 m2), 9 screen PVR Cinemas multiplex on the
second floor, with exclusive entry elevators from outside.
Leisure zone[edit]
 The third floor has a leisure zone which includes an indoor climbing wall, ice skating rink, 5D
Cinema, arcade gaming zone, rides, party hall and a 12 lane bowling alley.
Five-Star Hotel[edit]
Adjacent to the shopping mall is a Marriott Hotel.The hotel stands at a height of 84 meters and has
a Helipad.[9]

Place in Record Books[edit]

Lulu Mall on October 27, 2016,created a Asia Book of Records [15] and India Book of Records [16] in a
step to pledge solidarity to Indian Soldiers, Lulu Mall and the group employees lit
5509 Deepavali lamps (Earthern Lamp) in a min placed to deliver the message “Lulu salutes our
soldiers” at the mall premises.

Features[edit]
 LuLu Hypermarket
 2,500-seater food court that has 22 multi-cuisine kitchens and 4 fine dining restaurants
 71,000 square feet (6,600 m2), nine screen PVR Cinemas multiplex[17]
 Arcade games, 5D Cinema, party hall, 12-lane bowling alley, indoor climbing, rides,
and amusement
 5,000 sq ft (460 m2) ice skating rink (South India's largest)[10]
 Parking space that can accommodate 3500 vehicles
 Money exchange centres
 Large glass central atrium with translucent roof
 Direct walkway connecting the mall with Edapally metro

Operations
Around the Middle East[edit]
As of November 2017, there are 138 LuLu Hypermarkets in the GCC countries, one in India
at Kochi, Kerala[17] and one each in Malaysia and Indonesia.

International[edit]
In April 2013, LuLu Group launched its UK operations in Birmingham with the inauguration of a
logistics and packaging facility under the name, Y International. The 20,000 sq ft facility procures
and exports food, non-food, chilled and frozen products of British origin to LuLu Hypermarkets
spread across the Gulf countries. Date coding and labeling for different countries, translation of
labels, Halal and other relevant certifications are also carried out here. About 60 British nationals are
employed at the facility which hopes to create 200 jobs soon.[18] In May 2014, following the visit
of Prime Minister Najib Razak to United Arab Emirates, a memorandum of understanding between
Lulu Hypermarket and the Federal Land Development Authority (FELDA) was signed for the
establishment of ten Lulu Hypermarkets in Malaysia.[19][20]

Locations[edit]

Country First store Number of stores

United Arab Emirates 2000 Numerous stores across 7 emirates.

Oman 2005 19

Bahrain 2007[21] 6

Saudi Arabia 2009[22] 6

Kuwait 2007 6

Qatar 2000 6*
 Country First store Number of stores

Egypt 2010[23] 1

India 2013[24] 2

Yemen 2006 1

Indonesia 2016 2 [25]

Malaysia 2016[19][20] 1 [19][20]

Lulu Group to invest $2 billion

in India
NRI billionaire MA Yusuff Ali will invest $2 billion in India. Ali, the
promoter of Lulu Group, said on Wednesday that his investments in the
country include malls in Lucknow, Vishakapatanam, Thiruvanthapuram and
Hyderabad.
By: Rajesh Ravi | Kochi | Published: April 25, 2018 11:55 PM

10
SHARES
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 X
NRI billionaire MA Yusuff Ali will invest billion in India in the hospitality, retail and food
processing sectors.
NRI billionaire MA Yusuff Ali will invest $2 billion in India in the hospitality, retail
and food processing sectors.
Ali, the promoter of Lulu Group, said on Wednesday that his investments in the
country include malls in Lucknow, Vishakapatanam, Thiruvanthapuram and
Hyderabad. He was speaking at a function to announce the launch of India’s
largest convention centre on April 28.
“We are expanding our operations across the world with a focus on the United
Kingdom and Africa. Lulu Hypermarket will be opening 20 hypermarkets in the
GCC countries by 2020. We are also investing in a food processing centre in
Andhra Pradesh,” Yusuff Ali said, adding that the group would invest more in the
United Kingdom following the Brexit issue.
Formatted: Font: (Default) Arial, 13 pt, Border: : (No
border), Pattern: Clear (Light Yellow)
Lulu has a food processing unit in Birmingham’s Advanced Manufacturing Hub
(AMH) to package and export 10,000 different products to hypermarkets across
the Middle East, Africa, Asia and the Far East.
Lulu Bolgatty International Convention Centre and the Grand Hyatt resort
constructed at a cost of `1,800 crore is expected to bring more business to Kochi
in the form of conventions, conferences and destination weddings.
“It is one of the largest convention centres in India, spread over 10 lakh sq ft,
including three helipads. We can compete with Singapore and Durban in the
meetings, incentive travel, conventions and exhibitions (MICE) business and it
will go a long way in making Kochi the MICE hub of India,” he added.
With an annual turnover in excess of $6.9 billion, Lulu Group has interests in
retail, hospitality and food processing. Lulu Hypermarkets operates 133 stores
across the Middle East, India, Malaysia and Indonesia.
Last year, Ali had purchased the iconic London building that once housed the
headquarters of Scotland Yard. He is one of the richest persons in the UAE with
stakes in East India Company and Kerala-based Federal Bank. His group
company, Twenty Fourteen Holdings, which is based in Abu Dhabi, recently
bought the 241-room Waldorf Astoria Edinburgh, The Caledonian.
Get live Stock Prices from BSE and NSE and latest NAV, portfolio of Mutual
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CHAPTER 4

ANALYSIS AND
INTERPRETATION OF DATA

1 Are you or any members of your family employed at the mall?

1. . Please enter the District(only ekm dst eligible for this study)
DISTRICT NUMBER OF PERSONS PERCENTAGE %
D Kasaragod
 Thiruvananthapuram 8
 Kollam 4
 Alappuzha 5
 Pathanamthitta 3
 Kottayam 9
 Idukki 2
 Ernakulam 66
 Thrissur 2
 Palakkad 1
 Malappuram 9
 Kozhikode 6
 Wayanad 3
 Kannur 2

NUMBER OF PERSONS
D Kasaragod
Thiruvananthapuram
Kollam
Alappuzha
Pathanamthitta
Kottayam
Idukki
Ernakulam
Thrissur
Palakkad
Malappuram

2. Are you or any members of your family employed at the mall?

 Column1

NO
YES

3. Which of the following best fits your age range?

AGE NUMBER OF RESPONDENT PERCENTAGE
Under 18 19
18-24 22
25-34 8
35-44 11
45-54 3
55-64 3
65-or older 1
TOTAL 66
 NUMBER OF RESPONDENT

Under 18
18-24
25-34
35-44
45-54
55-64
65-or older
TOTAL

4. How many times would you say you visit this mall during a typical 3 month period?

TIME PERIOD NUMBER OF RESPONDENT PERCENTAGE

1-4 13
5-9 6
10-14 22
15-19 16
20-24 2
25-29 1
30-34 3
TOTAL 66
 NUMBER OF RESPONDENT

01-Apr
05-Sep
Oct-14
15-19
20-24
25-29
30-34

5. Which of the following shopping centers or malls have you visited in the past three
months?

SHOPPING MALLS YES NO

Centre square mall 12 54
Gold souk Grand mall 2 64
Grand mall 18 48
Oberon mall 26 40
Lulu mall 66 0

70

60

50

40
YES
30
NO

20

10

0
Centre square Gold souk Grand Grand mall Oberon mall Lulu mall
mall mall
.
8. How many times in the past 3 months did you visit Glen Eagle Square?

9. How many times in the past 3 months did you visit Springfield Mall?

10. How many times in the past 3 months did you visit Christiana Mall?

11. Have you visited any other shopping centers or malls in the past 3 months?

OPINION NUMBER OF RESPONDENTS PERCENTAGE

YES 55
NO 11
TOTAL 66
 NUMBER OF RESPONDENTS
60

50

40

30
NUMBER OF RESPONDENTS

20

10

0
YES NO

12. If you answered yes to the previous question which shopping center(s) or mall(s) did
you visit?

13. Do you prefer to shop or dine at other locations nearby this mall instead of in this mall?

OPINION NUMBER OF RESPONDENTS PERCENTAGE

YES 18
NO 48
TOTAL 66
 NUMBER OF RESPONDENTS
60

50

40

30
NUMBER OF RESPONDENTS

20

10

0
YES NO

14. (If you answered yes to the previous question) why?

OPINION NUMBER OF RESPONDENTS PERCENTAGE

RATE OF PRODUCTS 8
RUSH 7
OTHER REASONS 3
TOTAL 18
 NUMBER OF RESPONDENTS

RATE OF PRODUCTS
RUSH
OTHER REASONS

15. Do you mainly visit this mall to: Select one of the following.

OPINION RESPONDENTS PERCENTAGE

SHOP 21
DINE 18
PLAY 11
OTHER 16
TOTAL 66
 RESPONDENTS
25

20

15

RESPONDENTS
10

0
SHOP DINE PLAY OTHER

16. Do you attend special events at this mall (e.g., shows, holiday events etc)?

OPINION RESPONDENTS PERCENTAGE

YES 12
NO 54
TOTAL 66

RESPONDENTS

YES
NO

17. (If you answered yes to the previous question) which events?
OPINION RESPONDENTS PERCENTAGE
SHOWS 6
HOLIDAY EVENTS 5
OTHER 1
TOTAL 12

RESPONDENTS

SHOWS
HOLIDAY EVENTS
OTHER

18. What do you like best about this mall?

OPINION RESPONDENTS PERCENTAGE

SHOP 21
SERVICE 9
DINE 18
GAMES 8
OTHER 10
TOTAL 66
 RESPONDENTS

SHOP
SERVICE
DINE
GAMES
OTHER

19. What could this mall do to improve and get you to visit it more frequently?

OPINION RESPONDENTS PERCENTAGE

SHOP 11
SERVICE 9
DINE 30
GAMES 12
OTHER 4
TOTAL 66
 RESPONDENTS

SHOP
SERVICE
DINE
GAMES
OTHER

20. What are the top 3 stores you visit most frequently at this mall during a typical visit?

OPINION RESPONDENTS PERCENTAGE

Anchor stores & Mini departmental stores 28

Multiplex 12

Leisure zone 20

Five-Star Hotel 6
TOTAL 66
 RESPONDENTS

Anchor stores & Mini

departmental stores
Multiplex

Leisure zone

Five-Star Hotel

21. What specific stores would you like to see added to this mall?

OPINION RESPONDENTS PERCENTAGE

Anchor stores & Mini departmental 28
stores
Multiplex 14

Leisure zone 6

service centre 18
TOTAL 66
 RESPONDENTS
30

25

20

15
RESPONDENTS
10

0
Anchor stores & Multiplex Leisure zone service centre
Mini departmental
stores

22. Using a scale from 1 to 5 where "5" is very satisfied, how would you rate your overall
satisfaction with each of the following aspects of this mall?
. 1 2 3 4 5