APPENDIX 1

“An Empirical Study on Growth Opportunities and Future

Prospects of Organized Retail Sector in Rural Madhya
Pradesh”
Questionnaire for the Consumers

I. Personal Information

Demographic

1. Name of the Respondent (Optional):

2. Age (In years) : 1) 20 and below 2) 21 to 30

3) 31 to 40 4) 41 to 50
5) Above 50

3. Gender : 1) Male 2) Female

4. Marital status : 1) Married 2) Unmarried 3) Others

5. Education : 1) Illiterate 2) School Level

3) Diploma/ITI 4) Graduate
5) Post Graduate 6) Professional
7) Any other, Specify

6. Occupation : 1) Unemployed 2) Agriculturalist

3) Self Employed 4) Pvt. Employee
5) Govt. Employee
7. Annual Income (In Rs.) :
1) 1, 00,000 and below 2) 1, 00,001 to 2, 00,000
3) 2,00,001 to 5,00,000 4) Above 5,00,000

8. Members in Family:
(Specify the Numbers) Particulars Male Female Total
Adults
Children
Total

9. Type of Family: 1) Nuclear family 2) Joint family

Psycho-social

10. Social Class: 1) Lower 2) Middle 3) Upper

11. Life Style : 1) Striver 2) Driver 3) Devoted

4) Fun seeker 5) Creative

12. Personality : 1) Aggressive 2) Shy 3) Emotional

13. Attitude : 1) Positive 2) Neutral 3) Negative

Purchase Behavior

14. Are you aware of Organized Retail Business? : 1) Yes 2) No

If yes,

14. How long have you been purchasing in organized retail stores?
1) 5 Years and below 2) 6 to 10 Years
3) 11 to 15 Years 4) More than 15 Years

15. What type of store you would visit often?

1) Departmental Store 2) Super Market 3) Hyper Market
4) Convenient Store 5) Others _
16. How often will you visit the store?
1) Rarely 2) Monthly 3) Fortnightly 4) Weekly
5) Once in three days 6) Everyday

17. What is the approximate distance of your residence from the retail
store?
1) 5 Kms and less 2) 6 Kms to 10 Kms 3) 11 Kms to 20 Kms
4) More than 20 Kms

18. How much will you purchase for on an average when you visit the
store?
1) Rs.500 and less 2) Rs.501 to Rs.1000
3) Rs.1001 to Rs.5000 4) More than Rs.5000

19. What sort of items you would often buy when you visit the store?

S.No Products Tick S.No Products Tick

1 Grocery Items 9 Apparels
2 Crockery items 10 Toys & Novelties
Furnishings, Utensils,
3 11 Pharmaceuticals
Furniture
4 FMCG (Food items) 12 Footwears
FMCG (Non – food
5 13 Stationary Items
items)
6 Fruits & Vegetables 14 Books, Music & Gifts
Fresh foods & Chat
7 15 Fish & Meat
items
Consumer durables &
8 Others (Specify)
Mobiles

20. Usually along with whom you would go for purchase?

1) Alone 2) Spouse 3) Parents 4) Children
5) Friends/Neighbours 6) Relatives 7) Siblings
8) Whole family
21. What is the mode of your transport to visit the store?
1) By walk 2) Bicycle 3) Bus / public transport
4) Auto 5) Scooter/bike 6) Car

II. Sources of Information

22. Rank the given sources of information about organized retail stores
according to your order of importance

S.No. Sources of Information Rank

1 Newspaper
2 Magazines
3 Television Advertisement
4 Internet
5 Radio Advertisement
6 Personal Contact
7 Friends and relatives

III. Factors influenced to visit the store

23. Rank the following factors which have induced you to visit the store

S.No. Particulars Rank

1 Availability of all products
2 Variety of Brands
3 Discount Price
4 Near to your house
5 Self Service
6 Easy to Shop in
7 Comfortableness
8 Store Reputation
9 Store Attractiveness
IV. Store performance

24. How do you measure the performance of the store? (Rank them)

S.No. Particulars Rank

1 Store Experience
2 Merchandise
3 Sales personnel
4 Pricing
5 Schemes and promotions
6 Presentation
7 Customer service
8 Location of the store

V. Mode of payment

25. Which is the comfortable mode of Payment?

1) Cash 2) Card 3) Coupon

26. What is your regular mode of Payment?

1) Cash 2) Card 3) Coupon

VI. Level of Satisfaction

27. Specify your level of Satisfaction towards the services and facilities
offered in the store.

Highly Highly
S.No. Items Satisfied Moderate Dissatisfied
Satisfied Dissatisfied
POS / Computerized
1
billing
Scanning / Bar
2
coding
Electrical equipments
3
for storing
4 Air-conditioning
5 Elevator/Escalator
 Highly Highly
S.No. Items Satisfied Moderate Dissatisfied
Satisfied Dissatisfied
Replacement of
6
Defect Goods
Signage to locate
7
merchandise
8 Trolley
9 Show that you care
10 Privilege card
11 Rest Rooms / Toilets
12 Repair services
13 Child care facilities
Provisions for
14
differently abled
Play areas for
15
children
16 Warranties
17 Special orders

28. State your level of satisfaction towards the store’s interior and exterior
atmospherics.

Highly Highly
S.No. Items Satisfied Moderate Dissatisfied
Satisfied Dissatisfied
1 Colour
2 Lighting
3 Fixtures
4 Floorings & Ceilings
5 Fragrance
6 Music
7 Visual merchandising
8 Store structure
9 Storefront
10 Space Planning
29. Please give your opinion towards customer service and merchandise
provided at the store

(SA=Strongly Agree, A= Agree, N= Neutral, D = Disagree

SD = Strongly Disagree)

S.No. Factor SA A N D SD
1 Error-free sales transactions and records are provided
2 Several brands to choose from a category are offered
3 Satisfying service at the very first time is performed
The behaviour of employees instill confidence in
4
customers
5 Visually attractive physical facilities
Materials associated with the store's service are visually
6
appealing ( shopping bags, catalogs, bills statements)
7 Clean, attractive, and convenient public areas (rest rooms)
8 Modern-looking equipment and fixtures
9 Keeping up the promise to do something on a certain time
The store layout makes it easy for customers to find what
10
they need.
Availability of Merchandise according to the customers
11
need.
Employees in the store have the ability to answer
12
customers' questions
13 Employees give prompt service to customers
14 Individual attention is given to the customer.
15 The store willingly handles returns and exchanges.
When a customer has a problem, the store shows sincere
16
interest in solving it
Employees are able to handle customer complaints direct ly
17
and immediately
18 Acceptance of credit and debit cards
19 Preferences given to bulk purchase
20 Getting suggestions from customers
21 Effective management of customer complaints
30. Give your opinion towards the utilization of store.

Product Attributes

Highly Highly
S.No. Features Satisfied Moderate Dissatisfied
Satisfied Dissatisfied
1 Wider product range
Choice of more
2
brands
Choice of more pack
3
sizes
Choice of more
4
variants
Better product
5
quality
6 Fresh / N ew stocks
Availability of fruits
7
and vegetables
Pharmacy inside the
8
store

Promotion Attributes

Highly Highly
S.No. Features Satisfied Moderate Dissatisfied
Satisfied Dissatisfied
1 Promotional schemes
Frequent shopper
2
programs
3 Samples
4 Coupons
5 Cash Refund Offers
6 Tie-in Promotions
7 Promotional Displays
8 Premiums (Gifts)
Prizes (Contests,
9
Games)
10 POP/POS
Price Attributes

Highly Highly
S.No. Features Satisfied Moderate Dissatisfied
Satisfied Dissatisfied
1 Cash Rebates
Discounts/ lesser
2
price
Longer Payment
3
Terms
4 Seasonal Discount

Place Attributes

Highly Highly
S.No. Features Satisfied Moderate Dissatisfied
Satisfied Dissatisfied
Freedom of choosing
1
products
Better parking
2
facilit y
3 Attractive display
4 Better ambience
5 One-stop shopping
6 Better service
Variety of modes of
7
payment
8 Fast checkout
Near to your place of
9
work
10 Easy to access
11 Home delivery
Convenient operating
12
hours
13 Good Infrastructure
VII. Evaluation of displays

31. Indicate your evaluation of displays in the store(Please rank)

S.No. Factor Rank

1 Interesting
2 Entertaining
3 Effective
4 Informative
5 Professional
6 Promoting
7 Eye Catching

VIII. Reasons for switching

32. Have you already switched over from any other stores?
1) Yes 2) No
If yes,

32.1 Mention the reason for switching over

1) Inconvenience in accessing the store
2) No value for money spent there
3) Irresponsibility of employees
4) Lack of enough products and brands
5) Poor promotional activities
6) Inadequate customer service
7) Any other, specify

33. Do you have an idea of switching over from this store?

1) Yes 2) No
If yes,
 33.1 Kindly rank the reasons for switching

S.No. Factor Rank

1 Non-Availability of all products
2 Poor Parking facility
3 No discount
4 Impolite sales personnel
5 Old/Outdated stocks
6 Slow checkout
7 Non-Availability of fruits and vegetables
8 No home delivery
9 No promotional activities
10 No refund/returns
11 Far away from your home
12 Poor hygiene

IX. Suggestions

34. Kindly offer your valuable suggestions for further improvement

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Thank you for your timely response……..