INTEGRAL UNIVERSITY

LUCKNOw

Session(2012-13)
Computer in management
(104P)

Practical file

SUBMITTED TO;
Submitted by;

INTEGRAL UNIVERSITY
LUCKNOw,(2012)

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 CERTIFICATE OF ORIGINALITY
This is to certify that the project report entitled PANTALOONSRETAIL
MANAGEMENT LTD. (CRM) submitted to UPTEC computer Consultancy
LTD in partial fulfilment of the requirement for the award of the degree of
bachelor of business Administration (BBA) is original work (to the best of my
knowledge ) carried out by, Mohammad.Aamir(0900429037)
Mohammad.Rashid(0900429038) Mohammad.Adil(0900429039) and
Mohd.Musaddiq Javed(0900429042) respectively under my guidance.

This report is a similar report on the topic has not been submitted for any
course undergone by the candidate.

Sig.of student :
Sig.To Guidance :

Mohd.Aamir ……………………… ……………………………………

Mohd.Rashid …………………… ……………………………………

Mohd.Adil………………………… Date :

Mohd.Musaddiq Javed……………………………

Date:25/04/2012

Add:Uptec Computer Consultancy.LTD

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 PREFACE

Following report is the outcome of my research , which I undertook in

Pantaloons Retail India Ltd, which is a division of Future
Group Ltd, .

The Project which given to me was on:-

“CUSTOMER RELATIONSHIP MANAGEMENT

& CUSTOMER SATISFACTION”

The basic objective of my research to find out the ways, how to increase the
contribution of green card members in the current sale of the store and also to
learn how the other departments are performing their work.

In order to find out the customers taste & their satisfaction level from the
Pantaloons,

It might be possible that the conclusion drawn from the study might not reflect
the actual situation regarding the project, but it gives a fair idea regarding the
current trend.

The outcome of the study attempts to throw some light on the current state of
consumer mind, taste and preference regarding the brands and product
available in the store.

ACKNOWLEDGMENT
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I take this opportunity to thanks all those people that helped me and guided
me during my research.

First of all, I acknowledge a deep indepetences to the management of

pantaloons Retail India Ltd.who kindly permitted me to undertake the
research in their organisation.

I express my deep gratitude to Mrs.Nidhi Arora for their support & guidance
throughout the project.

I am very thankful to Mr.Chiranjiv kumar (Assistant Manager-North Zone),

future group & my sincere thanks to all faculty members who guided
me to prepare this project report.

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• Declaration

• Industry Profile

• Future Group Profile

• Company Profile

• About company

• Financial Status

• Customer Relation Management

• About Green Card

• Objectives

• Research Methodology

• SWOT Analysis of Pantaloons

• Analysis & Interpretation

• Conclusion

• Recommendation

• Limitations

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• Appendix

• Bibliography

• Questionnaire

• Major Milestones of Future Group

• Sector wise key players in organized retailing

in India

• Organized Vs Traditional Retailing

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 DECLARATION
I Md.Aamir,Md.Adil,Md.Rashid and Md.Musaddiq Javed hereby

declare that the project report entitled “CUSTOMER LOYALTY

PROGRAM AND CUSTOMER SATISFACTION” has been

written by me on the basis of my Research at PANTALOONS

RETAIL INDIA LTD. during Jan-mar. 2012, and has not been

submitted anywhere in any manner.

RETAILING

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R etailing includes all the activities involved in selling goods and

services directly to final consumers for personal, non-business use. Retailing

consists of the sale of goods or merchandise, from a fixed location such as a

department store or kiosk, in small or individual lots for direct consumption

by the purchasers.
Retailing may include subordinated services such as delivery. Purchasers may

be individual or businesses. In commerce a retailer buys goods or products in

large quantities from manufactures or importers, either directly or through

wholesalers, and then sells smaller quantities to the end users. Retail

establishments are often called shops or stores. Retailers are at the end of the

supply chain. Manufacturing marketers see the process of retailing as a

necessary part of their over all distribution strategy.

India's largest industry, the retail sector is valued at $200 billion accounting

for over 10 per cent of the country's GDP and around eight per cent of the

country's employment. It has emerged as one of the most dynamic industries

with several players entering the market. Retail industry in India is at the

crossroads. One of the major factors playing a role is income – Increase in

Disposable incomes of customers across various sectors.

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LEVELS OF SERVICES:

Retailers can position themselves as offering one of four levels of services:

• SELF-SERVICE:

Self-service is the cornerstone of all discount operations. Many customers

are willing to carry out their own locate-compare-select process to save

money.

• SELF-SELECTION:

Customers find their own goods, although they can ask for assistance.

• LIMITED SERVICE:

These retailers carry more shopping goods, and customers need more

information and assistance. The store also offer services such as credit and

merchandise return privileges.

• FULL SERVICE:

Sales people are ready to assist in every phase of the locate-compare-select

process.

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- 10 -
 TYPES OF MAJOR
RETAILERS

• SPECIALTY STORE:

A clothing store would be a single line store; a men’s clothing store would be

a limited line store. Example: The Body Shop.

• DEPARTMENT STORE:

Several product lines- Clothing, home furnishing & household goods, with

each line operated as a separate department managed by specialist. Example:

Big Bazaar.

• SUPER MARKET:

Relatively large, low cost, low margin, high volume, self service operation

design to serve total needs for food, laundry, and household goods.

• CONVENIENCE STORE:

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Relatively small store located at near residential area, open long hours, seven

days a week and caring a limited line of high turnover convenience products

at slightly higher prices, plus takeout sandwiches, coffee, soft drinks.

• DISCOUNT STORE:

Standard merchandise sold at lower prices with lower margin and higher

volumes. Discount retailing has moved into specialty merchandise store such

as discount sporting goods stores, electronic stores and book store. Example:

Wal-Mart.

• SUPER STORE:

About 35000 sq.ft. of selling space aimed at meeting consumers’ total need

for routinely purchased food and non food items, plus services such as

laundry, dry cleaning, shoe repair, check clearing and bill paying.

• HYPER MARKETS:

Range between 80000 to 220000 sq. ft. area and combined super market,

discount and warehouse retailing. They feature bulk display and minimum

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handling by store personnel, with discounts for customers who are willing to

carry heavy appliances and furniture out of the store.

• CATALOG SHOWROOM:

Selection of high-markup, fast moving, brand name goods at discount prices.

Customers order goods from a catalog, then pick these goods up at a

merchandise pickup area in the store.

• FRANCHISE ORGANIZATION:

Contractual association between a franchiser and franchisees. Franchising has

been prominent in dozens of product and services areas. Examples:

McDonald’s, Pizza hut.

• MERCHANDISING CONGLOMERATE:

A free from corporation that combines several diversified retailing lines and

forms under central ownership, along with some integration of distribution

and management. Example: Baskin-Robbins.

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 Retail in India
India's largest industry, the retail sector is valued at $200 billion accounting

for over 10 per cent of the country's GDP and around eight per cent of the

country's employment. It has emerged as one of the most dynamic industries

with several players entering the market. Retail industry in India is at the

crossroads. It has emerged as one of the most dynamic and fast paced

industries with several players entering the market. But because of the heavy

initial investments required, break even is difficult to achieve and many of

these players have not tasted success so far. However, the future is promising;

the market is growing, government policies are becoming more favorable and

emerging technologies are facilitating operations.

Retailing in India is gradually inching its way towards becoming the next

boom industry owing to a steady increase in the disposable incomes of the

middle class households. The whole concept of shopping has altered in terms

of format and consumer buying behavior, ushering in a retail revolution.

Modern retail has entered India as seen in sprawling shopping centers, multi-

storied malls and huge complexes offer shopping, entertainment and food all

under one roof. The key growth drivers of the organized retail industry in

India are:-

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• Demographics - The Indian population is witnessing a significant

change in its demographics. A large young working population with

median age of 24 years, nuclear families in urban areas

• Working Women – Increase in the numbers of working women

population

• Services Sector - Emerging opportunities in the services sector

• Income – Increase in disposable incomes of customers across various

sectors

• Customer - The customer today is far more discerning than he was

earlier.

• Real estate prices – The consistent rise in the prices of real

estate.

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 ABOUT RETAILING
• In the list of Fortune 500 companies 10% or 50 are Retail Organizations -

Wal-Mart (The Retail Giant) is the first among the fortune 500 companies.

• 25 of the Asian Top 200 companies are retailing companies.

• Retailing Sector employs around 8% of the labour in India which is

six times bigger than Thailand and five times larger than South Korea and

Taiwan. It is Second largest employment provider in the country after

Agriculture.

• There are 4.3 million retail outlets in India.

• Organized retailing in India is only 2% which is very

poor compared to other South Asian Countries.

Organized Retailing Traditional Retailing

Malaysia 50% 50%
Thailand 40% 60%

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 Philippines 35% 65%
Indonesia 25% 75%
South Korea 15% 85%
China 20% 80%
India 3% 97%
• India has around 200 shopping malls presently located
in cities.

• Sharp growth rate of 35-40% in organized retailing across the country is a

positive sign of growth.

• The total domestic retail market was estimated around Rs.9,300 billion in

2003-04 and the annual growth rate is around 4 to 6 per cent.

• Price Water House Coopers (PWC) had estimated India among the six most

attractive destinations in retailing alongside China, Turkey, Thailand,

Malaysia and Hungary.

• Big business houses in India like Reliance, Godrej, Mahendras, Wadia, Tata,

Hero and Malhotras are now looking at retail sector.

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• Pantaloon, Shoppers Stop, RPG Group, Trent, Life Style, Subhiksha, Food

World, Vivek's, Nilgiris, Ebnoy, Crosswords, Globus, Barista, Quicky's, Café

Coffee Day, Wills Lifestyle, Raymond, Titan, Bata, West side, Trinetra,

Chandana Brothers etc. already have established retail networks in the county

in a big way.

• Reliance India is entering into the sector in a big way with an investment of

Rs.25,000 crores and an estimated employment generation of around 10 lakh.

• The international players who have already entered into retailing business in

India include McDonald's, Pizza Hut, Dominos, Levis, Lee, Nike, Adidas,

TGIF, Benetton, Sony, Sharp, Kodak, the Medicine Shoppe &Wal-Mart.

• Foreign Direct Investment in retail business is

allowed up to 51% through Foreign Investment Promotion Board

as a measure to encourage the entry of Multi National Corporations in the

country.

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 • The size of the organized retail market is expected to register substantial

growth by 2007. The following are the estimates of the Intelligence Group of

the Economic Times.

2008-011
2001-02 2007

Total (No. of outlets) 49,313

16,000 37,216

Food 9,988
1,800 7,743

Clothing 17,703
4,950 10,423

Consumer Durables 8,553

1,650 3,787

Books & Music 1800

450 1,426

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 FUTURE GROUP
F uture Group is India’s leading business group that caters to the entire

Indian consumption space. Led by Mr. Kishore Biyani, the Future

Group operates through six verticals: operates through six verticals: Retail,
Capital, Brands, Space, Media and Logistics.

Apart from Pantaloon Retail, the group’s presence in the retail space is

complemented by group companies, Indus League Clothing, which owns

leading apparel brands like Indigo Nation, Scullers and Urban Yoga, and

Galaxy Entertainment Limited that operates Bowling Co, Sports Bar, F123

and Brew Bar.

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The group’s joint venture partners include French retailer ETAM group, US-
based stationary products retailer, Staples and UK-based Lee Cooper. Group
Company, Planet Retail, owns and operates the franchisee of international
brands like Marks & Spencer, Next, Debenhams and Guess in India. The
group’s Indian joint venture partners include, Maniple Healthcare,
Talwalkar’s, Blue Foods and Liberty Shoes.

Future Capital Holdings, the group’s financial arm, focuses on asset

management and consumer credit. It manages assets worth over $1 billion

that are being invested in developing retail real estate and consumer-related

brands and hotels. The group has launched a consumer credit and financial

supermarket format, Future Money and soon plans to offer insurance

products through a joint venture with Italian insurance major, Generali.The

group is currently developing over 50 malls and consumption centers across

the country and has formed a joint venture company focusing on mall

management with Singapore-based Capital and, one of Asia’s largest

Property companies

Future Group’s vision is to, “deliver Everything, Everywhere, Every

time to Every Indian Consumer in the most profitable manner.” The group

considers ‘Indian-ness’ as a core value and its corporate credo is -

Rewrite rules, Retain values.

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GROUP VISION

Future Group shall deliver Everything, Everywhere, Every time for Every

Indian Consumer in the most profitable manner.

GROUP MISSION

• We share the vision and belief that our customers and stakeholders shall

be served only by creating and executing future scenarios in the

consumption space leading to economic development.

• We will be the trendsetters in evolving delivery formats, creating retail

realty, making consumption affordable for all customer segments – for

classes and for masses.

• We shall infuse Indian brands with confidence and renewed ambition.

• We shall be efficient, cost- conscious and committed to quality in

whatever we do.

• We shall ensure that our positive attitude, sincerity, humility and united

determination shall be the driving force to make us successful.

CORE VALUE

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• Indianness: confidence in ourselves.

• Leadership: to be a leader, both in thought and business.

• Respect & Humility: to respect every individual and be humble

in our conduct.

• Introspection: leading to purposeful thinking.

• Openness: to be open and receptive to new ideas, knowledge and

information.

• Valuing and Nurturing Relationships: to build long-term

relationships.

• Simplicity & Positivity: Simplicity and positivity in our

thought, business and action.

• Adaptability: to be flexible and adaptable, to meet challenges.

• Flow: to respect and understand the universal laws of nature.

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 AFFILIATED COMPANIES
PARTNER COMPANIES

• Home Solutions Retail (India) Ltd.:-

Home Solutions Retail (India) Ltd. (HSRIL) leads the groups foray in the

home improvement and consumer electronics-retailing segment. It caters

to home management requirements and products, including furnishings

and textiles, furniture, consumer electronics, home electronics and home

services. It operates retail formats like Home Town, Furniture Bazaar,

Collection I, E-Zone, Electronics Bazaar and Got It.

• Future Capital Holdings:-

Future Capital is the financial arm of the group and is involved in asset

management (both private equity and real estate funds) with plans to get

into other financial services including insurance, credit and other

consumer related financial services. It is associate companies are Kshitij

Investment Advisory Co. Ltd., Indivision Investment Advisers Ltd., and

Ambit Investment Advisory Co. Ltd.

• Indus League Clothing Ltd.:-

The group owns a majority stake in Indus League Clothing Ltd., one of

the leading apparel manufacturers and marketers in India. Some of its

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leading brands include Indigo Nation, Scullers, Urbana, Urban Yoga and

Jealous.

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• Galaxy Entertainment Corporate Ltd.:-
The group owns a stake in Galaxy Entertainment Corporate Ltd. that

operates chains like Bowling Company, Sports Bar and Brew Bar.

JOINT VENTURES COMPANIES

• Planet Retail Holdings Ltd.:-

The group is a joint venture partner in Planet Retail Holdings Ltd., which

operates sports, lifestyle and leisure retail chain. It also owns the franchisee

and distribution rights of brands like Marks & Spencer, Guess, Debenhams

and Puma in India.

• Foot mart Retail:-

Foot mart Retail is a joint venture with Liberty Shoes and is engaged in the

retailing of footwear products in India.

• Capital and Retail India:-

The group is a joint venture partner in Capital and Retail India, along with

Singapore-based Capital and Limited. The company provides retail

management services to retail properties owned or managed by various

group companies and investment funds.

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- 27 -
 LINE OF BUSINESS
1. E-Tailing
2. Foods
3. Fashion
4. Home & Electronics
5. General Merchandise
6. Telecom & IT
7. Leisure & Entertainment
8. Wellness & Beauty
9. Book & Music

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 E tailing
Foods
Fashion
Home & Electronics

General Merchandise

Telecom & IT
Leisure &
Merchandise
entertainment
Wellness &
Beauty
Book & Music

E-Tailing
Futurebazaar.com
Futurebazaar.com offers the widest range of products at ‘lowest
prices – everyday!’

Having pioneered the retailing business in India, PRIL has now decided to

revolutionize the consumer e-commerce business in India. It intends to

provide customers with a streamlined, efficient and world class personalized

shopping experience, which will be supported with the best technology

platform.

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Buying products is a 3 step simple process. All one has to do is Search,

Register and Buy. Here you can expect a shopping experience akin to

shopping at an actual bazaar but with added simplicity & everyday low prices

and an assurance of 'your product' will be delivered within 7 days of

purchase.

We are proud to inform you that Future Bazaar has been named as

the Best Indian Website 2007 in the Shopping category by PC World.

Future Bazaar won the top spot after beating other established players like

Rediff, India times, Sify, eBay, India plaza, Chennai Bazaar and India Mall.

The award was presented to Future Bazaar for its "decent, no-nonsense

approach, while providing a good shopping experience".

2. Foods
a) Food Bazaar, b) Brew Bar,
c) Cafe Bollywood
d) Chamosa, e) Sports Bar

3-Fashion
a) All, b) Big bazaar, c) Blue sky

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d) Central, f) Fashion station, g) Gini & Joney,
h) Navaras, i) Lee Cooper, j) Pantaloons,
k) Top 10

4. Home & Electronics

a) Collection-i, b) Electronic Bazaar, c) e-zone,
d) Furniture Bazaar, e) Got-it, f) Top-10,
g) Home Town

5. General Merchandise
a) Big Bazaar, b) Big Bazaar wholesale club,
c) Blue Sky, d) Brand Factory, e)
Central,
f) Navaras, g) Pantaloons,
h) Shoe Factory, i) Top 10

6. Leisure & Entertainment

a) Bowling,
b) F 123

7. Wellness & Beauty

a) Health Village,
b) Star Sitara,
c) Tulsi, d) Turmeric

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 COMPANY PROFILE
Pantaloon Retail (India) Limited, is India’s leading retailer that

operates multiple retail formats in both the value and lifestyle segment of the

Indian consumer marker. Headquartered in Mumbai (Bombay), the company

operates over 5 million square feet of retail space, has over 350 stores across

40 cities in India and employs over 18,000 people.

The company’s leading formats include Pantaloons, a chain of fashion

outlets, Big Bazaar, a uniquely Indian hypermarket chain, Food Bazaar, a

supermarket chain, blends the look, touch and feel of Indian bazaars with

aspects of modern retail like choice, convenience and quality and Central, a

chain of seamless destination malls. Some of its other formats include, Depot,

Shoe Factory, Brand Factory, Blue Sky, Fashion Station, all, Top 10, m

Bazaar and Star and Sitara. The company also operates an online portal,

futurebazaar.com.

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Pantaloons is not just an organization- it is an institution, a center of

learning and development. Pantaloons believe that knowledge is the

only weapon at their disposal and their quest for which they are focused,

systematic and unwavering.

Pantaloons take pride in challenging conventions and thinking out of

the box, in traveling on the road less traveled. Pantaloons corporate

doctrine “rewrite rules retain values” is derived from this

spirit.

Pantaloons Retail was recently awarded the International Retailer of the

Year 2007 by the US-based National Retail Federation (NRF) and the

Emerging Market Retailer of the Year 2007 at the World Retail Congress held

in Barcelona.

Pantaloons Retail is the flagship company of Future Group, a business

group catering to the entire Indian consumption space.

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PANTALOON CULTURE

Passion for Retail is why we are here.

At Pantaloons, Empowerment is what you acquire and Freedom at

Work is what you get. We believe our most valuable assets are our People.

Young in spirit, adventurous in action, with an average age of 27 years, our

skilled & qualified professionals work in an environment where change is the

only constant.

Powered by the desire to create path-breaking practices and held together by

values, work in this people intensive industry is driven by softer issues. In our

world, making a difference to Customers’ lives is a Passion and performance

is the key that makes it possible. Out of the Box thinking has become a way

of life at Pantaloons and living with the change, a habit.

Leadership is a value that is followed by one and all at Pantaloons.

Leadership is the quality that motivates us to never stop learning, stretching

to reach the next challenge, knowing that we will be rewarded along the way.

In the quest of creating an Indian model of retailing, Pantaloon has taken

initiatives to launch many retail formats that have come to serve as a

benchmark in the industry. Believing in leadership has given us the optimism

to change and be successful at it. We do not predict the future, but create it.

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At Pantaloons you will get an opportunity to handle multiple

responsibilities, and therein, the grooming to play a larger role in the future.

Work is a unique mix of preserving our core Indian values and yet providing

customers with a service, on par with international standards.

At Pantaloons you will work with some of the brightest people from

different spheres of industry. We believe it’s a place where you can live your

dreams and pursue a career that reflects your skills and passions.

Over the years, the company has accelerated growth through its ability to lead

change. A number of its pioneering concepts have now emerged as industry

standards. For instance, the company integrated backwards into garment

manufacturing even as it expanded its retail presence at the front end, well

before any other Indian retail company attempted this. It was the first to

introduce the concept of the retail departmental store for the entire family

through Pantaloons in 1997. The company was the first to launch a

hypermarket in India with Big Bazaar, a large discount store that it

commissioned in Kolkata in October 2001. And the company introduced the

country to the Food Bazaar, a unique 'bazaar' within a hypermarket, which

was launched in July 2002 in Mumbai. Embracing our leadership value, the

company launched all in July 2005 in Mumbai, making us the first retailer in

India to open a fashion store for plus size men and women.

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The way we work is distinctly "Pantaloons". Our courage to dream

and to turn our dreams into reality – that change people’s lives, is our biggest

advantage. Pantaloons is an invitation to join a place where there are

no boundaries to what you can achieve. It means never having to stop asking

questions; it means never having to stop raising the bar. It is an opportunity to

take risks, and it is this passion that makes our dreams a reality.

Come enter a world where we promise you good days and bad days, but

never a dull moment!

The Store is divided into 6 sections:

Men’s Wear:
The Men's department has been further classified into Formal Wear and

Casual Wear. In the formal wear section they have brands like John Miller

shirts, pantaloons brand of trousers. In the casual wear section they have

Pantaloons Cotton Trousers, Bare Casual Shirts and bare brand of

jeans. All these brand are exclusively available at Pantaloons Stores.

The pricing has also been done taking into consideration the various segments

of our customers.

Ladies Wear:

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The Ladies Department has been further sub divided into Western Wear and

Ethnic Wear. The Ladies western wear consists of ladies formal wear, skirts

and tops, capris and jeans while the ethnic wear consists of an exclusive

collection of Salwar Kameez and Mix'N'Match. They also have a variety of

ladies lingerie.

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Kids Wear:
The Kids Department has an interesting range of garments for both Girls and

Boys. They have a variety of T-shirts, Shirts, Jeans, Cargos, and Trousers for

kids.

Accessories:
In the Accessories department Pantaloons has a classic collection of

John Miller ties, Belts, Sleep suits, Caps and Hankies.

Jewellery:
Pantaloons has a variety of jewellery in both gold and imitation

jewellery. Pantaloons is the exclusive retailer of Cygnus, Nirvana

& Ishis brands of jewellery in the Pantaloons store, Noida. They also

have the Ola brand of silver jewellery in the imitation jewellery category.

Cosmetics:
Pantaloons have almost all the major brands present in their store. They

have a range of products in L’Oreal, Revlon, Maybelline, Maxfactor,

Chambor in cosmetic and CK, Nina Ricci, Davidoff, Bvlgary, Dior, Hugo

Boss, Azzaro and Versace brands in perfumes and deodorants.

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- 39 -
 FINANCIAL STATUS
INTERNAL CONTROLS AND THEIR
ADEQUACY
The company has a sound system of Internal Controls for financial reporting

of various transactions, efficiency of operations and compliance with relevant

laws and regulations. The company has well defined organization structure,

documented policy guidelines, predefined authority levels and extensive

systems of internal controls to ensure the optimum utilization of company’s

resources. Internal controls and their adequacy.

The company is continuously upgrading its internal control systems by

measures such as strengthening of Information technology infrastructure and

use of external management assurance services. The Retail Management

exercise is being conducted by Ernst & Young who advised the company in

mitigating the risks.

The Audit Committee, comprising independent directors is involved in

regularly reviewing financial and risk management policies, significant audit

findings, the adequacy of internal control systems and compliance with the

accounting standards.

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• Sales

The company’s sale has increased from Rs.85,148.85 Lacs to

Rs.105,070.26 Lacs, an increase of 76.21 % over the previous

year. The company has also recorded same store growth of 21.58% during

the year.

• Operating Profit

Operating profit of the company for the year 2005-2006 stood at

Rs.14,623.77 Lacs compared to Rs.9,391.06 Lacs in the

previous year, and an increase of 55.72% over the previous year. The

operating margin is 8.32% in the current year as compared to 9.22% in

the previous year, indicating the marginal fall of 0.91%.

• Interest

Interest & Financial charges outflow has marginally increased from

Rs.2,745.66 lacs in 2004-05 to Rs.3,352.48 lacs in 2005-06.The

interest & financial charges cover during the year under review improved to

4.36 as compared to 3.42 in the preceding year. The company reduced

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the overall interest cost through conversion of working capital loan from

banks into commercial papers.

- 42 -
• Net Profit

Net profit of the company for the year under review stood at

Rs.6,415.75 Lacs as compared to Rs.3,855.10 Lacs in the

previous year, an increase of Rs.2,560.64 Lacs. The net profit has

increased by 66.42% over the previous year.

• Dividend

The company has proposed the dividend of 25% for the current year

amounting to Rs.766.38 Lacs. (Including corporate dividend tax)

• Loans and Advances

Loans and advances stood at Rs.33,550.14 lacs in 2005-06 represented

an increase of Rs.24,182.14 lacs over the previous financial year. The

major component of loans and advances represents advance lease deposits for

the stores paid to Lessors and advances given to suppliers.

• Capital employed

The capital employed in the business increased by Rs.62,082.89 lacs

in 2005-06. This is reflected in the liabilities side of the balance sheet through

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an increase in borrowings by Rs.31,517.81 lacs and an increase in

equity by Rs.30,656.08 lacs. Return on capital employed has been

reduced from 22.41% to 17.88% on account of significant

investment in subsidiaries and joint ventures and lease rental deposits given

for stores.

CUSTOMER RELATIONSHIP
MANAGEMENT
Introduction
We have been hearing a lot about CRM aka Customer Relationship

Management in almost all we come across in our day to day life. Whether it

is Newspaper, Outdoor Hoardings or Mailers we receive from hundreds of

places etc. What exactly does this connote to a layman? The simple answer to

it is a way of differentiation between customers to provide greater value to

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more valuable customers. The meaning of more valuable would be in terms

of the monetary spending received from the customer along with regency and

frequency of visit.

Every retailer today is aiming at an attempt to make a casual customer into a

loyal customer who develops a bond with the retail store he/she visits.

Customer relationship management as a transactional exchange helps the

marketer to understand the customer's sentiments and buying habits so that

the customer can be provided with products and services before he starts

demanding them.

This project throws light on the role of Customer Relationship Management

(CRM) in enhancing the Customer Lifetime Value (CLV). A successful and

effective CRM programme results in increase of Customers Lifetime Value

for the store. The importance of the tangible and the intangible offerings are

also discussed. A good CRM Strategy should focus on: Building dynamic

relationship with the customer, making CRM the key element to building

customer loyalty to a store brand and to build a significant competitive

advantage.

- 45 -
 Role of CRM

Expectations of customer is increasing, he asks for more and more value for

the same price, and whoever provides him increasing value for money, he

buys products from that marketer. Every retailer today is aiming at an attempt

to make a casual customer into a loyal customer who develops a bond with

the retail store he/she visits.

The entire concept of CRM today has also evolved over a period of time.

Customer relationship management is ahead of the transactional exchange

and facilitates the marketer to understand the customer's sentiments and

buying habits so that the customer can be provided with products and services

before he starts demanding. This is possible through the integration of four

important components i.e. people, process, technology and data.

Today the term CRM has become a buzzword in the Indian Retail world.

There are a host of reasons which can be attributed to the changing consumer

paradigm and the role played by the organized retailers in making CRM a

happening phenomenon. Every retailer in India today is looking at some or

the other form of CRM or its prime constituent loyalty based programme.

In the retail milieu, where generating and retaining footfalls is the greatest

impediment to success, the challenge lies in constantly innovating methods of

- 46 -
attracting new customers and keeping there interests alive. Loyalty

programmers as part of CRM based activity are one of the ways of

overcoming this challenge.

Customer Relationship Management (CRM) to

Customer Lifetime Value (CLV)

The variety of activities together play an important role in bringing repeat

customers and in turn generating positive word of mouth to also increase new

footfalls into the store. This leads to the development of an enthusiastic set of

customers who can be approached to convey all new developments, events

and promotions. Data mining activities through CRM also provides insights

and knowledge about the retailers most valuable customers who result in

maximum sales. We also understand the Pareto's Principle which talks about

generating 80% of sales from 20% of the customers. This can only happen if

the retailer has the 20% as its most profitable customers and not just normal

customers. This completely depends upon the kind of business the retailer is

into and there is nothing sacrosanct about this understanding.

A successful and effective CRM programme results in increase of Customers

Lifetime Value for the store.

- 47 -
Examples:

Today these and similar kinds of programmer are being run all across India

by local as well as national retailers. Let's understand the kind of CRM

programme offered by the Pantaloons having a national presence to

lure its customers:

Pantaloons

Known as the Green Card it is divided hierarchically into one star,

three star, five star and seven star. Criteria for star generation are:

On Purchase of Rs.2500/-

1 Star Members
Gift Voucher worth Rs. 150 on
enrolment

On Purchase of Rs.7500/-

3 Star Members
5% discount on every purchase

On Purchase of Rs.15000/-

5 Star Members
An exclusive 7.5% discount on every
purchase

- 48 -
 On Purchase of Rs.40000/-

7 Star Members
A whopping 10% discount on every
purchase

Green Card is just like passport to a whole new world of exclusive benefits

and privileges.

• Instant discounts* for every time you shop at Pantaloons.

• Exclusive shopping days to get hold of latest merchandise.

• Regular updates on collections and promos via catalogues, sms and

email.

• Special invites to the most happening events.

• Extended exchange periods and complimentary drops for alterations.

• Exclusive billing counters and much more.

- 49 -
Categories valid for Green Card Discounts:

Apparel, perfumes & cosmetics, toys, Blue-sky, aLL, Depot, Planet Sports &

accessories. Valid on categories within Pantaloons only.

Also valid at standalone, Blue sky and aLL stores.

- 50 -
 HOW GREEN CARD WORKS
Present the card for the swipe every time one makes a purchase at Pantaloons.

Membership & 12 month Purchase-based Upgrading System

Three Star Card –Upgrade to a 3 star status by shopping for Rs.

7500/- immediately preceding 12 months of current shopping date.

Five Star card - Upgrade to a 5 star status by shopping for Rs.

15000/- immediately preceding 12 months of current shopping date.

Seven Star card - Upgrade to a 7 star status by shopping for Rs.

40000/- immediately preceding 12 months of current shopping date.

12 month Purchase-based Upgrading System

Shop at Pantaloons and total purchase (including that day) in the previous 12

months totals to the criteria value of the next tier, you upgrade to the next

status.

Membership-Validity
1 Star card is valid for a period of 2 years from the date of enrolment.

- 51 -
3, 5 and 7 star cards are valid for a period of one year from the date of

upgrade.

Membership Renewal

• Purchase worth Rs. 7500 within 2 years of card issue date and retain a

1 star status

• Purchase worth Rs. 7500 within 1 year of card issue date and retain a

3 star status

• Purchase worth Rs. 15000 within 1 year of card issue date and retain a

5 star status

Purchase worth Rs. 40000 within 1 year of card issue date and retain a 7 star

status

GREEN CARD BENEFIT

- 52 -
Green-Add-on-Cards
Green Card benefits can now be shared with members of Green card

members’ family. Family of Green card members also be entitled to direct

discount and other privileges that we have to offer. A 1 and 3 star member is

entitled to have 1 add-on card. However a 5 and 7 star member is entitled to

have 2 add-on cards.

Green-Days

Exclusive Green Card shopping day gives a preview of End Of Season Sale,

so that Green card members are first to get hold of the latest merchandise.

Green-Channel
Our special billing counter is open to all Green Card members during End of

Season sale. Now Green card members can avoid the rush at the regular

billing counter.

Green-Offers Promotions
These are exclusive shopping offers sent to Green card members on a regular

basis. Flash Green Card and claim the special offers and promotions. At

times, offers open to all customers are further enhanced for our esteemed

Green Card members.

- 53 -
Green-Service-Desk
For all queries, information and services, contact the Green Service Desk at

any Pantaloon Store.

Green-Exchange
Now Green card members can exchange their products within 60 days of

purchase. (90 days for Seven Star members)

Green-Drop
Busy schedule of Green card members may not permit them to collect their

alterations or purchases. Green card members can ask for the Green Drop

Service and purchases will be home-delivered to them. This service is

exclusively available to the 7 star members all round the year and also to the

5 star members except for end of season sale period.

Reserved Car Parking

Offering them space for car parking is like inviting people with arms wide

open. The reason for this is the increasing inconvenience customers face to

- 54 -
shop on weekends due to non-availability of parking when the stores are huge

crowd pullers.

Birthday and Anniversary Greetings

To make the Green card members feel special the stores send greetings and

special customized offers to Green card members.

Special movie shows

Green card members are sent passes of movie shows from time to time by

Pantaloon store.

OBJECTIVE OF THIS RESEARCH

The Advanced Learner’s dictionary of Current English lays down the meaning

of research as a “Careful investigation of inquiry specially

- 55 -
though search for new facts in any branch of

knowledge”.

• Find out the customer taste and preference.

• To find out the customers’ satisfaction level from the Pantaloon store.

• To find out the behaviour of customers towards the products, which are

promoted by celebrities.

• To find out the ways, how to provide best services to customers.

• To find out, what factors drive customers to other places, like Shoppers’

stop, Life style, Globus, Pyramid etc

• To find out the customers’ brands satisfaction level.

• To find out the schemes provided by others.

• To find out the marketing strategy of Shoppers’ stop, Globus, Life style.

• To know the pre purchase behaviour of customers.

RESEARCH METHODOLOGY
Research methodology is to discover answer to question through the

Application of scientific procedures the main aim of research is to find out the

- 56 -
truth which is hidden and which has not been discovered as yet. Marketing

research is the careful analysis of a business situation by scientifically

analyzing it and using various statistical applications to the subject of study.

Research is the process of finding a solution through the use of scientific tools

and techniques. Marketing research is a methodical and purposeful study

conducted to obtain solution for specific marketing problem.

As far as method is concerned, I preferred personal interview or face to face

meeting to ensure accurate information and encourage frank response to

questions. At the same time telephone or mail survey was not possible.

While framing the questionnaire, I tried to list a series of question, which

could elicit the needed information for proposed study. Questions, which were

of no particular value for the study objectives, were not included. I also tried

to keep in mind the respondents’ understanding capacity, ability to recall the

information and his experience limits. I didn’t include those

Questions in the questionnaire, which could have raised misconception and

promoted non-cooperation on their part.

- 57 -
However in the questionnaire I used simple words, which were easy to

understand, and beyond any doubt. In the same way ambiguous questions

were not included and questions were arranged in a logical order.

RESEARCH INSTRUMENT

The research instruments generally used to collect primary data are

questionnaires and mechanical instrument. Some of these are;

- 58 -
Questionnaire:-

Questionnaire are formal sets of questions, prepare to collect the require

information .this is one of the most effective and popular technique used in

survey. Questionnaire is a tool which provide right information.

Sampling:-

Proper sampling design is essential in marketing research so the sample has to

be collecting in such a way that it represents the entire population. My project

is based on consumer awareness so I am taking sample of those people who

shop regularly.

Sample unit:-

The portion of the population that researcher need to target and that represent

the entire population is known as a sample unit. So I am targeting the those

customers who shop regular and visit store regularly.

Sample size:-

The size of the sample is an important element in the research process so I am

taking the 100 people.

- 59 -
Collection of data:-

In dealing with customers it is often found that data, at hand are inadequate,

and hence it became necessary to collect data that are appropriate and

adequate. There are two way of collecting the appropriate data:-

1. By observation:

This method implies the collection of information by investigator’s own

observation, without interviewing the respondents’ .In survey many times I

observed that this customer is interested to fill up the questionnaire or is

really interested in the services, variety and brands provided by Pantaloons.

2. Personal interview:

I have also collected my data through Personal interview. I made a well

structured questionnaire and asked them their awareness about brands,

products.

Secondary data:

Secondary data is collected from the company internal and external resources.

While the internal resources include the company literature, sales report,

broachers, pamphlets etc. and the external sources could be included

magazines, newspaper etc.

- 60 -
Research type:-
My project based on consumer awareness so I am taking descriptive and

informative research. The main advantages of this research that I have no

control over the variable. I have done my survey in Pantaloons Store, Noida.

Sampling method:-

In my research I have used deliberate sampling. This sampling method

involves purposive or deliberate selection of a particular unit of the universe.

It can also be known as convenience sampling.

- 61 -
 SWOT ANALYSIS OF
PANTALOONS
STRENGTHS WEAKNESSES

Pantaloons have wider range of Competitors have widest range of

products with better quality and the product.
price.
Long exchange process, which
Creativity in design and always waste the time of customers.
known for fresh fashion.
Lack of work force
Pantaloon has ability to supply
according to the demand of Communication Gap between
customers. employee and customers.

Pantaloon is very friendly to their Customers are not satisfied by the

business clients even small business schemes running in the store.
clients.
Store is not for the low middle class
It has ability to understand the needs customers because of high range of
of buyers. prices.

Good communication and There is no incentive program for

cooperation among staff members. employees, which can motivate
them to work hard.
Entertainment programs run in the
store to motivate the employees.

- 62 -
 OPPURTUNITY THREAT

More consumers’ preference for Pantaloon is facing strong

retail shopping, because of competition from Shoppers’ Stop
better quality and prices and Life Style.

Pantaloons provide better Pricing pressure.

services to their Green card
members. More variety of products range
offered by competitor.
More investments in
machineries, men and in
management to improve quality
standards.

Expansions in the product range

and value addition.

- 63 -
- 64 -
• WHICH TYPE OF CLOTHES YOU LIKE
MOST?

I have taken this question to know the taste of customers. There are three
options in this question i.e. Casual, Formal and Ethnic.

PREFERENCE OF CUSTOMER

13%

23%

64%

CASUAL FORMAL ETHNIC

I have taken the sample of 100 people, in which 64 people like to wear

casual, 23 people like to wear formal and 13 people like ethnic. By this, I got

that most of people like to purchase Casuals.

• ARE YOU SATISFIED WITH THE SERVICES

PROVIDED BY THE PANTALOONS?

I have taken this question to know the satisfaction level of the customer with

the services provided by the Pantaloons. In this question I tried to define the

satisfaction level through the point 1-10, where 1 stands for people who are

- 65 -
unsatisfied, 5 stands for neutral satisfaction level, where as 10 reflects for

highly satisfied person.

SATISFACTION LEVEL OF CUSTOMER BY THE SERVICES

23
25
18 1A
20 2A
14 3A
11
15 10 4A
10
No. Of Custom er 5A
10 6
6A
3
3 2 7A
5
8A
0 9A
1 10A
Satisfaction Level

by the services In this question there are only 3 people out of 100, who are

not satisfied with the services provided by the Pantaloon, 32 people has the

low or neutral level of satisfaction where as 47 people has high level of

satisfaction and 18 people has highest level of satisfaction. By that, I come to

know that the level of satisfaction is very high.

• ARE YOU SATISFIED WITH THE BRAND

AVAILABLE IN THE STORE?

I have taken this question, to know the satisfaction level of customers with

the brands available in store. In this question I tried to define the satisfaction

- 66 -
level through the point 1-10, where 1 stands for people who are unsatisfied, 5

stands for neutral satisfaction level, where as 10 reflects for highly satisfied

person.

In this question there are only 4 people out of 100, who are not satisfied with

the brands available in the Pantaloon, 22 people has the low or

SATISFACTION LEVEL OF CUSTOMERS WITH THE BRANDS

30
No. of Customers

25
25

20
14 15
15 13
10
10 7
6
4 4
5 2

0
1A 2A 3A 4A 5A 6A 7A 8A 9A 10A

Series1 4 10 2 6 4 14 7 25 15 13
Satis faction Leve l

Series1

Neutral level of satisfaction where as 61 people has high level of satisfaction

and 13 people have highest level of satisfaction. By that, I come to know that

the level of satisfaction by the brands available is very high. The people who

are unsatisfied or with lower level of satisfaction wants more brands in the

store, like, Allen Solly, Black Berry, Code, Biba, Ritu Wears, Spykar in

ladies section and Code and Kappa in men section

- 67 -
• ARE YOU SATISFIED WITH THE VARIETY
AVAILABLE IN EACH BRAND?

I have taken this question, to know the satisfaction level of customers with

the variety available in each brand. In this question I tried to define the

satisfaction level through the point 1-10, where 1 stands for people who are

unsatisfied, 5 stands for neutral satisfaction level, where as 10 reflects for

highly satisfied person.

SATISFACTION LEVEL OF CUSTOMERS WITH THE

VARIETY AVAILABLE IN EACH BRAND

30 28
25
20 15
No. of 14
15 11
Respondents 6
10 7 8
4 4
3
5
0
1
Satisfaction Level

1A 2A 3A 4A 5A 6A 7A 8A 9A 10A

In this question there are only 7 people out of 100, who are not satisfied with

the variety available in each brand, 28 people has the low or neutral level of

satisfaction where as 62 people has high level of satisfaction and 3 people has

highest level of satisfaction. By that, I come to know that the level of

satisfaction is high.

- 68 -
• ARE YOU SATISFIED WITH THE PRICE?

I have taken this question to know the satisfaction level of customers with

prices of products. This question has two options YES/NO. In response of

this question I got that there are only 14% people are not satisfied with the

price and rest 86% are satisfied.

SATISFACTION LEVEL OF PRICE

NO
14%

YES
86%

For any company it’s very important to satisfy their customer on price tag, to

convert 14% people into Yes category, store should include more variety in

each brand with low price.

• WHICH SECTION YOU LIKE MOST IN

RESPECT OF QUALITY, VARIETY & PRICE?

I have taken this question to know the section which is preferred by most of
the customers in respect of prices, quality & variety. This question has four

- 69 -
options, Men, Women, Kids, General Merchandise.

SECTION PREFERED BY CUSTOMER

GENERAL
MERCHAANDISED
9%
KIDS MEN
14% 35%

WOMEN
42%

In response of this question I got 42 people out of 100 prefer or like Women

section, 35 people like men section, 14 people like kids section and 9 people

like general merchandise. So the most preferred section by customers is

Women section.

• HOW OFTEN DO YOU SHOP?

I have taken this question to know the shopping habit of the people, how

frequent they shop. This question has four options, Daily, Weekly, Monthly,

Biannually.

- 70 -
In response of this question I got 6 people out of 100 shops daily from the

stores, 29 people shop weekly, 58 people shop once in a month and 7 people

shop biannually. So by this question I got maximum number of people shop

once in a month.

FREQUENCY OF SHOPPING
58%

60
50 29%
40
NO. OF
30 7%
RESPONDENTS 6% Series1
20
10
0
Daily Weekly Monthly Biannually
FREQUENCY

• ARE YOU SATISFIED WITH THE SCHEMES

RUNNING IN THE PANTALOONS?

I have taken this question to know the satisfaction level of customers by the

schemes running in the store. This question has two options, Yes/No.

In response of this question I got that there 30 people out of 100, who are not

satisfied with schemes running in the store, but ratio of satisfied people is

always high in Pantaloons. 70% people are generally satisfied with the

schemes running in the Pantaloon.

- 71 -
 SATISFACTION LEVEL BY THE SCHEMES

NO 30

YES 70

0 10 20 30 40 50 60 70 80
NO OF RESPONDENT

Series1

By this question I come to know that the schemes which run in pantaloons
outlet is quit effective and directly touch to customer.

• GENERALLY, YOU SPEND IN SHOPPING

AT A TIME.

I have taken this question to know the lump-sum amount a customer can

spend at a time. This question has four options, 0-1000, 1000-5000, 5000-

10000, 10000+.

In response of this question I found there are 14 people who spend up to 1000

Rs at a time, 68 people spend up to 5000, 15 people spend up to 10000 and 3

people spend more than 10000 at a time.

- 72 -
 SPENDING LEVEL
68

70
60
50

NO. OF 40
RESPONDENT 30
14 15
20
3
10
0
0-1000 1000-5000 5000-10000 10000+
AMOUNT SPEND

Most of customer usually spends 1000 to 5000 which shows that Pantaloons

Retail easily attract to middle income group.

- 73 -
• GENERALLY, YOU SPEND MORE FOR.

I have taken this question to know the customers’ preference in respect of

Cloth, Accessories, Jewellery and Cosmetic. This question has four options,

Cloth, Accessories, Jewellery and Cosmetic.

In response of this question, I got that 71 out of 100 prefer to buy clothes, 23

prefer accessories, 5 prefer jewellery and 8 prefer cosmetic. So the

conclusion from this question is that most people like buy apparels first then

accessories, jewellery and cosmetic.

So the company should also pay more attention on accessories, jewellery and
cosmetic. So that each section of the store become most preferred section by
the customers.

MOST PREFFERED SPENDING SECTION

71
23
5 8 NO. OF
S1
RESPONDENT

CLOTH ACCESSORIES JEWELLERY COSMETIC

SECTION

- 74 -
• WHAT DRIVES YOU TO OTHER PLACES?

I have taken this question to know the reasons, which drives customers’ to

other places. This question has six options, Ambience, product, price,

service, quality, and any other.

REASON OF DIVERSION

ANY OTHER AMBIENCE

7% 16%
QUALITY
20%

PRODUCT
23%
SERVICE
12%

PRICE
22%

In response of this question I got that 16% prefer other outlets because of

Ambience, 23% because of Product & variety, 22% because of Price, 12%

because of services, 20% because of Quality and 7% because of any other

reasons.

So company should focus on these areas. Pantaloon should increase its

product range because most number of customers go to other outlet because

of less product variety, it should also focus on services, quality and

ambience.

- 75 -
• BESIDE PANTALOONS WHICH OUTLET
YOU VISIT MORE?

I have taken this question to know that which outlet is preferred by customers

other than Pantaloons. This question has three options, Life Style, Shoppers’

Stop & Globus.

PREFERRED OUTLETS OTHER THAN PANTALOONS

60
NO. OF RESPONDENT

50
LIFE STYLE 39 SHOPPERS' STOP
40 44

30

20 GLOBUS
17
10

0
OUTLET NAME

SHOPPERS' STOP LIFE STYLE GLOBUS

In response of this question I got 44 out of 100 prefer Shoppers’ Stop, 39

people prefer Life Style and 17 people prefer Globus.

It means Shopper’s Stop is the main competitor of Pantaloons. Pantaloons

should focus on the schemes running in the Shopper’s Stop.

- 76 -
• WHAT THINGS YOU WOULD LIKE TO SEE IN
PANTALOONS SO THAT YOU CAN SHOP MORE
FROM HERE?

I have taken this question to know that what customers want to see in respect

of improvement. This question has four options, Quality, Discount, Variety,

and Brand. This question will help to know that, the customers’ view, what

they want to see in the Pantaloons, so that they shop more from Pantaloons.
NO. OF RESPONDENT

SOURCE FOR IMPROVEMENT

50
45 45
40
35
30
28
25
20
15 15
12
10
5
0
QUALITY DISCOUNT VARIETY BRAND
SOURCE

In response of this question I got that 45% people like cash discount and they

will shop more if they get discount, 28% people want to see more variety in

Pantaloons, 15% people want more brand and 12% people want better

quality. By this I come to know that mostly customers want Discount and

Vareity.

- 77 -
 CONCLUSION
• Pantaloons Retail India Ltd has strong goodwill in Retail Industry

in respect of quality.

• Customers mostly prefer those outlets, which provide them better services,

price & product. Customers want improvement in Pantaloons in

respect of services, variety, and brands.

• The customers generally prefer cash discount. There after they want more

variety and quality in the store.

• Customers go to other places because of Ambience, product, price, so

Pantaloons should also do some work on these.

• Customers are generally satisfied with the services provided by the

Pantaloons.

• Customers are satisfied with the price and schemes running in the store.

- 78 -
• There is misperception about Pantaloons store that the store has

generally high price products that is why middle class people do not easily

attract towards Pantaloons.

• Communication through mail, e-mail and phone with royal customers

may strengthen the sale.

• Customers mostly insist on a particular brand, which shows considerable

amount of brand awareness. They want more brands in Pantaloons.

- 79 -
 RECOMMENDATION

• Since Pantaloons store, Noida is situated in the last shop of

the mall and customers do not find it easily, so pantaloons

should arrange a big board or advertisement written where it is

and also a more line i.e. ensure gift for kids, on the entrance of

the mall.

• Since customers want more brands, so Pantaloons should

increase the number of brands in the store, i.e.

BlackBerry, AllenSolly, Code, Kappa, Madame.

• Since customers want more services from Pantaloons so

the Pantaloons should increase services in the store.

• Pantaloons make easier their exchange process &

alteration process because its time taking, which irritate the

customer.

- 80 -
• Pantaloons should also take some effective steps to change

the misperception about price factor of the outlet & the best step

is advertisement.

- 81 -
 LIMITATION
The 5 Questions that are very common and arise during the Research.

?
W hom
here
hat
hy
hen
Every researcher will face all these words during the research. There are some

Limitations, which I have faced during the research.

• Time constraints: There was limited time each day and lots of task

to be performed (i.e. to prepare various reports, to spend lot of the time in

the company & to increase my own knowledge and completion of the tasks

given by our faculty Guide as well as by our Company).

• Lack of Knowledge: Some people have less knowledge about the

products and brands available in the store.

• Time Consuming: Contacting each and every customer and wait for

them is very time consuming.

• Response: Some time the customers are not responding to me because

sometime they told me that I am busy or I am getting late or next time I

- 82 -
 will fill this questionnaire not now or some time they told we are not

interested. Some of them told me that the competitors, like, Shoppers’

Stop, Life Style and Globus are providing better schemes and services.

• Limited Area: As I had covered limited area so finding respondents was also

limitation for me. This data has been gathered from a store so it can be changed

as the sample area change.

Market research may not provide exact solution for the problem

- 83 -
- 84 -
 BIBLIOGRAPHY
• COMPANY WEB~SITE ( www.pantaloon.com )
• COMPANY BROWSERS & Annual Report

•Kotler Philip, marketing Management

•Kothari C.R., Research Methodology

- 85 -
 QUESTIONNAIRE
1. NAME:

2. AGE: GENDER: Male/Female

3. Are you a Green Card member?

Yes No

4. Which type of clothes you like most?

Casual Formal Ethnic

QUESTION NO. 5 TO 7 ARE DEFINING THE LEVEL OF

SATISFACTION (1- Unsatisfied; 5- Average; 10- Highly Satisfied)

5. Are you satisfied with the services provided by the Pantaloon

1 2 3 4 5 6 7 8 9 10

6. Are you satisfied with the brands available in the store.

1 2 3 4 5 6 7 8 9 10

- 86 -
7. Are you satisfied with the variety available in each brand

1 2 3 4 5 6 7 8 9 10

8. You like any specific brand , and which brand

- 87 -
9. Are you satisfied with the price?

Yes No

10. Which section you like most in respect of quality, variety and price.

Men Women Kids General merchandise

11. How often do you shop?

Daily Weekly Monthly Biannually

12. Are you satisfied with the schemes running in the Pantaloon?

Yes No

13. Generally you spend in shopping at a time.

0-1000 1000-5000 5000-10000 10000+

14. Generally you spend more for

Clothes Accessories Jewellery Cosmetic

15. What drives you to other places

Ambience Product Price Service

Quality Any Other

16. Beside Pantaloon, which outlet you visit most.

Life style Shoppers’ Stop Globus

17. What things you would like to see in Pantaloons, so that you can shop more
from here.

Quality Discount Variety Brand

- 88 -
- 89 -
 CO
M
P
A
N
Y
M
IL
- 90 -
 ES
TO
N
E

- 91 -
Major Milestones

1987 Company incorporated as Manz Wear Private Limited. Launch of

Pantaloons trouser, India’s first formal trouser brand.

1991 Launch of BARE, the Indian jeans brand.

1992 Initial public offer (IPO) was made in the month of May.

1994 The Pantaloon Shoppe – exclusive menswear store in

franchisee format launched across the nation. The company starts the

distribution of branded garments through multi-brand retail outlets across

the nation.

1995 John Miller – Formal shirt brand launched.

1997 Pantaloons – India’s family store launched in Kolkata.

2001 Big Bazaar, ‘Is se sasta aur accha kahi nahin’ - India’s first

hypermarket chain launched.

2002 Food Bazaar, the supermarket chain is launched.

2004 Central – ‘Shop, Eat, Celebrate In The Heart Of Our City’ - India’s

first seamless mall is launched in Bangalore.

Fashion Station - the popular fashion chain is launched
2005
aLL – ‘a little larger’ - exclusive stores for plus-size

individuals is launched

Future Capital Holdings, the company’s financial arm launches real estate
2006
funds Kshitij and Horizon and private equity fund Indivision.

Plans forays into insurance and consumer credit.

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 Sector wise key players in
organized retailing in India

Food & Grocery Non Food

Groceries Apparel
Arrow, Lee, Levi's
Benetton, Weekender,
Will Sport, Mark's &
Spencer, Mango,
Food world Provogue, etc.

Nilgiris Books &

Subhiksha Music,
Food Bazaar Stationery
Crossword, Planet M,
Archives, Music World

Electronics
Restaurants & Fast
Viveks, Vijay Sales, VGP
Foods
Department
al Stores
Shopper's Stop, Westside,
McDonald's Globus, Pyramid, etc.

Pizza Hut Furnishings

Domino's
Zeba, Yamini, Fabindia

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 Beauty
Lakme, Shahnaz Herbals

Jewellery
Tanishq, Gili, Oyzterbay,
Intergold

Watches
Barista
Titan, HMT, Omega,
Coffee Day Fossil, etc.

Hypermarke
ts
Big Bazaar, Giants, Sabka
Bazaar

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ORGANIZED VS TRADITIONAL
RETAILING

• Organized retailing in India is only two per cent which is very poor

compared to other South Asian Countries.

Organized Retailing Traditional Retailing

Malaysia 50% 50%
Thailand 40% 60%
Philippines 35% 65%
Indonesia 25% 75%
South Korea 15% 85%
China 20% 80%
India 2% 98%

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 ORGANISED VS TRADITIONAL RETAILING

50% 60% 65% 75% 85%

80% 98%

50%

RETAILING
Traditional Retailing

TYPES OF
40% 25%
35% 15% 20%
Malaysia

2% Organized Retailing
Thailand

Philippines

Indonesia

South Korea

China

India

CONTRIES

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- 97 -