DECLARATION

I Prince Kashyap, bearing , a student of BBA of IPEM at Ghaziabad, do hereby declare

that the Project Report entitled “Customer Satisfaction Level in Retail Outlet with
Reference to Pantaloon at Noida’’ of my own work and the same has not been submitted to
any University/Institute for the award of any degree or any Professional diploma.

Date:
Place:

Prince Kashyap

Roll No.: 9108560

BBA-VIth Sem.

1
 ACKNOWLEDGEMENT

The goal was fixed, moves were calculated and I moved with full of enthusiasm, vigor

and keen interest. There was a time when it proved to be on up hill task, the goal seeming

beyond my reach. But as work progressed my determination and will power grew stronger

and completion of this work further confined my

belief that, “WHERE THERE IS A WILL THERE IS A WAY”. It’s a sheer pleasure

for me to state with candidly that this entire project is a heartily attempt to reach maximum

accuracy. I therefore take this opportunity top express my utmost gratitude and indebtness

to all who have contributed in some way.

This project report and the learning process behind it would not have been possible

without the guidance of my faculty guide, Mrs. Swati Garg. She was able to impart me

with the right approach that my training required for its successful practical implications.

Secondly my company guide Mr. Biswajeet Das (Marketing Manager), who was able to

introduce me to the idea of recruitment and selection and what goes behind it.

These past 1 month were of utmost importance as they added value towards my path of

knowledge. I would like to end this acknowledgement by thanking the staffs, clients and

people at large with whom I have interacted during the course of my training.

I am grateful for each and every valuable interaction that brought me to a better

understanding of the workings of the recruitment and selection process in an organization

forming the crux of my report.

2
 PREFACE

As integral part of the management course, all the BBA students are required to undergo
Marketing Research. The main objective of this Research Programs is to supplement practical
knowledge to the management students.

I have done my marketing research under the topic “Customer Satisfaction Level in Retail
Outlet with Reference to Pantaloon at Noida ”.

The study was confined geographically to Ghaziabad. The data source was collected through
questionnaire with consumers.
Finally, it was great experience for me.

3
 TABLE OF CONTENTS

1. Executive Summary 5

2. Introduction 6-8

3. Objective of the Study 9

4. Scope of the Study 10

5. Company Profile 11-48

6. Research methodology 49-51

7. Data Analysis & Interpretation 52-64

8. Findings 65

9. Conclusion 66-67

10. Limitations 68-69

11. Suggestions 70

12. Appendix 71-73

13. Bibliography 74

4
 EXECUTIVE SUMMARY

Type : Private

Founded : 1997

Headquarter :Gariahat, India

Founder : Mr Kishore Biyani

MD & Chairman : Mr. Kishore Biyani

Director : Mr Rakesh Biyani

Key people : Mr.Vijay kumar Chopra

Mr. Sailesh Haribhakti

Mr. Anil Harish

Mr. Bala Deshpande

Industry : Retail Industry, fashion store

5
 INTRODUCTION TO RETAIL NDUSTRY

INTRODUCTION:

TAKING a leaf out of Adam Smith’s Wealth of Nations, India may very aptly be

described as a ‘nation of shopkeepers’. With over 10 million retail outlets of varying

sizes and sophistication, from the neighborhood pan Walla (who often stocks some

daily necessities) to the city-centre supermarket, India might easily replace the Britain

in Adam Smith’s definition.

With the retail trade accounting for over 10 per cent of GDP and employing

approximately 8 per cent of the workforce, that is about 25 million people, this sector

cannot be short-changed. And though organized retail accounts for a miniscule 2 per

cent of the total retail market in the country, projections hold wholesale promise.

RETAIL in India is undoubtedly a growth story. In various global rankings, India

has emerged as one of the most favored retail destinations. The considerable

investments made by large-scale domestic and international players have accelerated the

development of large, modern store chains gradually superseding the 12 million or so

traditional family-run retail outlets. Today, organized retail is estimated to represent

only about 5-7% of Indian retail and yet is estimated to grow to about a quarter of sales

in two to three years.

Organized, western-style retailing has brought with it efforts to effectively address

the market and retailers have been trying out a variety of product mixes and store

formats—super markets, hyper markets, malls etc. The early entrants have tried,

occasionally erred and then tweaked their systems to improve their business models.

6
The time is right for Indian players to take advantage of this high growth phase by

leapfrogging the more gradual evolution of retail optimization seen overseas. By

learning from the most successful retailers in advanced economies, Indian retailers can

benefit from the latest scientific study of consumer behavior.

EVOLUTION PROCESS

Detailing reasons why Indian organized retail is at the brink of revolution, the

IMAGESKSA report says that the last few years have seen rapid transformation in many

areas and the setting of scalable and profitable retail models across categories. Indian

consumers are rapidly evolving and accepting modern formats over whelming. Retail

Space is no10 more a constraint for growth. India is on the radar of Global Retailers and

suppliers /brands worldwide are willing to partner with retailers here. Further, large

Indian corporate groups like Tata, Reliance, Raheja, ITC, Bombay Dyeing, Murugappa

&Piramal Groups etc and also foreign investors and private equity players are firming

upplans to identify investment opportunities in the Indian retail sector. The quantum of

investments is likely to skyrocket as the inherent attractiveness of the segment lures more

and more investors to earn large profits.

7
 CHALLENGES OF RETAILING IN INDIA

Retailing as an industry in India has still a long way to go. To become a truly

flourishing industry, retailing needs to cross the following hurdles:

• Automatic approval is not allowed for foreign investment in retail.

• Regulations restricting real estate purchases, and cumbersome local laws.

• Taxation, which favors small retail businesses.

• Absence of developed supply chain and integrated IT management.

• Lack of trained work force.

• Low skill level for retailing management.

• Intrinsic complexity of retailing – rapid price changes, constant threat of product

Obsolescence and low margins.

8
 OBJECTIVES OF THE STUDY

The objective of the study is to reveal the importance of

customer satisfaction and brand promotion in retail industry as the

retailer has to satisfy budding customer, older customer as well as

time crunched individuals whose motives tend to be conflicting as

well as different. The study highlights the fact that a good image

prevents the customer from shopping around

The prime objective of this project is to enhance the

consumption of Pantaloons products

To know the consumer preferences and choice

To know the potential of the market and expand into new

markets and promote new brands

To study consumer behavior and increase market share and

create distance from competition

9
 SCOPE OF THE STUDY

 Pantaloon is a well established name in the market, but there are lots of other

things that have to be understood as a trainee.

 While working as a trainee, during the project I came to know that the customers

are price conscious they want quality product in less amount.

 I have learned about consumer behavior how they respond in practical life.

Consumers always look for better value prepositions, they always compare the

benefits of one company with other

10
 COMPANYS 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 market. Pantaloon Retail (India) Limited, is India's leading retail
company with presence across multiple lines of businesses. In fact, this company
ranked no.1 during 2006 and 2007. The company owns and manages multiple
retail formats that cater to a wide cross-section of the Indian society and is able to
capture almost the entire consumption basket of the Indian
consumer. Headquartered in Mumbai (Bombay), the company operates over 12
million square feet of retail space, has over 1000 stores across 71 cities in India
and employs over 30,000 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 Brand Factory, Blue Sky, aLL,
Top 10 and Star and Sitara. The company also operatean online portal,
futurebazaar.com.
A subsidiary company, Home Solutions Retail (India) Limited, operates Home
Town, a large-format home solutions store, Collection i, selling home furniture
products and eZone focussed on catering to the consumer electronics segment.

11
 VISION OF FUTURE GROUP

Mr. Kishore Biyani (CEO FUTURE GROUP)

We shall deliver

Everything, Everywhere, Every time

For

Every Indian Consumer in the most profitable manner

12
 OUR MISSION -FUTURE GROUP

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.

13
14
 INDIAN RETAIL SCENARIO

OVERALL INDIA VIEW

Area(`000 sq km) =3,300

Population(million) =1,095

Medium Age =25 years

Government Type =Federal Republic

◊ Economic Overview :
Indian is currently undergoing an economic revolution which is

generating fast-paced changes and development.

There is stable 8 % annual growth,

· Rising foreign exchange reserves of close to USD 140 billion,

· Consistent and flowing Foreign Direct Investment(FDI) of close to UDS 8 billion,

· Export surge in excess of 20%.

This altogether enable the Indian economy to expand in coming years.

◊ Investment eccentric :
With a rapidly expanding consumer base (private consumption

currently account for 61% of India’s GDP) and stabilized consumer price index rate

4.2%. India is now preferred investment destination and has surpassed the U.S to become

the second most favourable destination for FDI, in the world after China.

15
 . WHAT DO INDIANS BUY?

The 4 major organized retail sectors are Food & Grocery, Clothing, Consumer Durables

and Books & Music. In 2003-04, private consumption expenditure in India amounted to Rs

1,690,000 crores (USD 375 billion) of which, retail sales constitute about 61% (USD 230

billion).

Food & Grocery (USD154 billion) contributes about 41% of private consumption

expenditure and about 77% of total retail sales. However, this segment is largely controlled

by the unorganized small outlet sector -penetration of organized retail is about 1% in this

segment. This is one of the primary reasons for India’s low organized retail penetration rate.

The sector is defined by low gross margins, but there is a tremendous growth potential in the

organized sector in the form of hypermarkets, supermarkets and hard discount chains. In such

a scenario, pricing and network will be the key to success. Clothing is the second largest

segment in terms of retail sales.

16
In terms of penetration by the organized retail sector, footwear is the highest category,

followed by clothing.

Footwear is driven by the dominance of home-grown players like Liberty as well as the 15%

market share that MNC retailer Bata commands. Foreign presence, especially through the

franchisee route, e.g. Adidas, Reebok, Nike etc. adds to this slice of the pie. Franchisee

activity in this category, especially in Tier II cities, is pegged to rise.

The clothing segment is positioned for further organized retail penetration due to the high

level of branding activities by apparel retailers and merchandising spread across formats such

as department stores, hypermarkets, own retail outlets and franchises.

Spend on Books & Music, which is still concentrated in the big 8 cities, is also slated for

increase. The jewellery sector on the other hand will see increased competition, especially on

price, as smaller retailers challenge the might of the larger ones.

17
Growth in consumer durables has traditionally been driven by the post-liberalization era.

Retail revenues in this segment will grow further in proportion with increase in urban

incomes.

The home furnishings segment has been relatively unorganized so far and growth will be

driven by new formats introduced by innovative retailers. The medical care, health and

beauty segments too require an innovative, aggressive approach on the part of Indian and

international retailers to grow.

18
 FUTURE GROUP

Pantaloon Retail is the flagship enterprise of the Future Group, which is positioned

to cater to the entire Indian consumption space. The Future Group operates through six

verticals: Future Retail (encompassing all retail businesses), Future Capital (financial

products and services), Future Brands (management of all brands owned or managed

by group companies), Future Space (management of retail real estate), Future

Logistics (management of supply chain and distribution) and Future Media

(development and management of retail media).

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

and consumer finance. It manages two real estate investment funds (Horizon and

Kshitij) and consumer-related private equity fund, In division. It also plans to get into

insurance, consumer credit and other consumer-related financial products and

services in the near future. Future Group's vision is to, "Deliver Everything,

Everywhere, Every time to Every Indian Consumer in the most profitable manner."

One of the core values at Future Group is, 'India ness' and its corporate credo is –

Rewrite rules, Retain values.

Future Group, led by its founder and Group CEO, Mr. Kishore Biyani, is one of

India’s leading business houses with multiple businesses spanning across the

consumption space. While retail forms the core business activity of Future Group,

group subsidiaries are present in consumer finance, capital, insurance, leisure and

entertainment, brand development, retail real estate development, retail media and

logistics. Led by its flagship enterprise, Pantaloon Retail, the group operates over 12

million square feet of retail space in 71 cities and towns and 65 rural locations across

India. Headquartered in Mumbai (Bombay), Pantaloon Retail employs around 30,000

19
people and is listed on the Indian stock exchanges. The company follows a multi-

format retail startegy that captures almost the entire consumption basket of Indian

customers. In the lifystyle segment, the group operates

Pantaloons, a fashion retail chain and Central, a chain of seamless malls. In the value

segment, its marquee brand,

Big Bazaar is a hypermarket format that combines the look, touch and feel of Indian

bazaars with the choice and convenience of modern retail. The group’s speciality retail

formats include, books and music chain, Depot, sportswear retailer, Planet Sports,

electronics retailer, Ezone, home improvement chain, Home Town and rural retail

chain, Aadhar, among others. It also operates popular shopping portal,

futurebazaar.com. Future Capital Holdings, the group’s financial arm provides

investment advisory to assets worth over $1 billion that are being invested in consumer

brands and companies, real estate, hotels and logistics. It also operates a consumer

finance arm with branches in 150 locations. Other group companies include, Future

Generali, the group’s insurance venture in partnership with Italy’s Generali Group,

Future Brands, a brand development and IPR company, Future Logistics, providing

logistics and distribution solutions to group companies and business partners and

Future Media, a retail media initiative.

The group’s presence in Leisure & Entertainment segment is led through, Mumbai-

based listed company Galaxy Entertainment Limited. Galaxy leading leisure chains,

Sports Bar and Bowling Co. and family entertainment centres, F123. Through its

partner company, Blue Foods the group operates around 100 restaurants and food

courts through brands like Bombay Blues, Spaghetti Kitchen, Noodle Bar, The Spoon,

Copper Chimney and Gelato. Future Group’s joint venture partners include, US-based

20
stationery products retailer, Staples and Middle East-based Axiom Communications.

The group’s flagship company, Pantaloon Retail was awarded the International

Retailer of the Year 2007, by the US-based National Retail Federation, the largest

retail trade association and the the Emerging Market Retailer of the Year 2007 at the

World Retail Congress in Barcelona.

21
CORE VALUES

 Indian ness : 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.

22
 KISHORE BIYANI

MD ,PANTALOON RETAIL

Kishore Biyani, the undisputed King of Retail who revolutionized the art of selling

when he stormed the market with his hypermarket chain Big Bazaar. In India's chaotic

markets, Kishore Biyani is the unchallenged king of retail. He has the knack of catching

rivals off-guard and striking where it hurts most.

And now that he's set himself the task of retaining control of the largest retail space in

the country, he won't let anyone - suppliers or international promoters included - catch

him slacking. The latest to face the wrath of the 43-year-old is South African

hypermarket Shop rite, which opened shop in Mumbai last month through a franchise

agreement with local company Nirmal Lifestyle. The hypermarket began retailing

products from big boys Nestle , Unilever and Procter & Gamble at consumer discounts of

20-30 per cent, lower than even Biyani's purchase prices in his Big Bazaar and Food

Bazaar stores. Instead of chewing his nails, Biyani turned confrontationist, asking why

the multinationals were offering Shop rite better prices, even withdrawing Nestle

products from his stores when the company did not respond.

Unlike most people, Kishore Biyani makes no bones about his simplicity. He's the man

you're most likely to ignore at the Pantaloon or Big Bazaar store, as he stands in a corner

observing the way you shop. But make no mistake, what he may lack in sartorial style, he

more than makes up through his observation powers. In 1993, he experimented with a

small store format, and Pantaloon Shoppe was launched in Panjim, Goa, "where we could

make mistakes without anyone noticing them".

23
From the Shoppe to the large store format in 1998 - this time in Kolkata ("If you can

conquer Kolkata, you can conquer other markets too. Calcutta’s, contrary to perception,

have money and are loyal customers. They are emotional people and get emotionally

attached to a brand.") - was a carefully crafted plot.

“Being in the business of fashion for almost two decades, we know that a young

India needs fashion that is trendy, fast and affordable.”

That is why Pantaloons promised to deliver ‘Fresh Fashion’ and it delivered just that in

2005-06. In a market characterized by just two seasons, Pantaloons became the first and

only retailer in India to offerseven seasons of new and contemporary fashion, in line with

international trends. It was bound to be a radical breakaway from the way fashion is

retailed in India and we are happy to state that all our collections including Lemon Mirchi

and Holiday received an overwhelming response from our customers. We blended the

concept of design management that takes into account a completely integrated approach

involving all departments from fabric and accessories sourcing, to logistics, to category

management and to store visual merchandise to deliver to the Indian customer the very

latest in fashion right here in India. A strong in-house design and trend-spotting team,

coupled with a captive manufacturing base and strong relationships with suppliers helped

us become the trend-setter in the industry.

24
 OUR CULTURE

Passion for Retail is why we are here.

At Pantaloon Retail, 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

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 Pantaloon Retail

Retail and living with the change, a habit.

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

25
 At Pantaloon Retail 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 Pantaloon 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.

26
SIX VERTICALS OF PANTALOON

FUTURE
FUTUREGROUP
GROUP

FUTURE FUTURE FUTURE

FUTURE FUTURE FUTURE
RETAIL BRANDS MEDIA
RETAIL BRANDS MEDIA

FUTURE FUTURE FUTURE

FUTURE FUTURE FUTURE
CAPITAL SPACE LOGISTICS
CAPITAL SPACE LOGISTICS

• Future Retail

– Covering all retail businesses

• Future Capital

– Financial products and services

• Future Brands

– Management of all brands owned or managed by group companies

• Future Space

– Management of retail real estate

• Future Logistics

– Management of supply chain and distribution

27
 LINE OF BUSINESS

. The lines of business of Future Group are:

E-commerce: Pantaloon's website Futurebazaar.com has revolutionized the e-commerce

business in India. It offers a wide range of products at affordable prices. It has been named

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

Food: In food business, the group offers a host of options. Food Bazaar - a chain of large

supermarkets; Brew Bar - a beer bar; café Bollywood - a national chain of eateries;

Chamosa - a pan-Indian chain of snack counters, and Sports Bar - a bistro focused on the

world of sports.

Fashion: The group offers a variety of options in fashion. Its brands include aLL, Blue

Sky, Central, Etam, Fashion Station, Gini & Jony, Navaras, Pantaloons, and Top 10.

Home & Electronics: Options include: Collection i - a lifestyle furniture store;

Electronics Bazaar - offers branded electronic goods and appliances; e-zone - trendiest

electronics items; Furniture Bazaar - entire range of Home Furniture; Home Town - one

stop destination for all the home needs.

28
Leisure & Entertainment: Options are: Bowling Co. - state-of-the-art premium family

entertainment centre, offering multiple, novel and unique leisure and entertainment

options; F 123 - offers a wide range of gaming options ranging from bowling and pool to

redemption and interactive video games to bumper cars.

Wellness & Beauty: Options are: Health Village - a state-of-the art spa and yoga centre;

Star & Sitara: Beauty salon for men and women; Tulsi - provides access to the best

allopathic, ayurvedic and homeopathic medicinal products; Turmeric - offers beauty

products like colour cosmetics, fragrances, herbal and specialty skin items, hair products

and bath accessories.

Books & Music: Future Group's brand - "Depot" offers Books, CDs, and stationery items.

29
 BOARD OF DIRECTORS

 Mr. Kishore Biyani, Managing Director (Pantaloon Retail India Ltd.),

 Chief Executive Officer (Future Group).

 Mr. Gopikishan Biyani, Whole time Director.

 Mr. Rakesh Biyani, Whole time Director.

 Mr. Ved Prakash Arya, Director, Operations, and Chief Operating Officer.

 Mr. Shailesh Haribhakti, Independent Director.

 Mr. S. Doreswamy, Independent Director.

 Mr. D O Koshy, Independent Director.

 Mr. Anuj Poddar, Independent Director.

 Mr. Bala Deshpande, Independent Director.

 Mr. Anil Harish, Independent Director.

30
 About Central

 Central is a lifestyle retail brand that pioneered the concept of

seamless shopping in the country.

 Central is built of the 3 pillars of shop, eat & celebrate! The store
design, the product mix and the experience stays true to this promise.

 Central is a Rs. 700 crs. brand with plans to grow to Rs. 1200 crs. by
June 2010

 Central today has 11 stores in the country with presence in Bangalore,

Hyderabad, Pune (2 stores), Mumbai (3 stores), Vadodara, Gurgaon,
Indore and Jaipur.

 Central’s differentiation lies in its vibrancy, the seamless experience,

the larger than life façade and the celebratory in store experience that
makes shopping a truly enjoyable experience.

31
  Central is always buzzing with promotions, events, weekend
excitement & a whole lot more for consumers.

Snap shot of the offerings at Central

• Shop
– Over 500 national & international brands
– Product categories include apparel, footwear, eye wear, watches,
cosmetics, fragrances, sports wear, hand bags, jewelry,
accessories, toys & infant accessories & more
– Partners like Food Bazaar, e zone, Home Town, widen the
offering basket for consumers

 Eat

– Food court & fine dining

 Celebrate

– Live DJ/ music, fashion shows, sweepstakes, weekend

celebrations, value added services, multiplex (in few cities) &
more

32
Strong Loyalty Programme

Green Card, the company’s successful customer loyalty programme with exclusive

privileges, rewards and benefits, has over 385,000 members. Green card members contribute

to nearly 50% of Pantaloons sales annually. The endeavor for the future would be to serve

loyal consumers better with a wider array of benefits and attractive schemes.

Private Label Programme

The private label initiatives were further consolidated during the year under review, with

significant growth recorded across all categories. The share of private labels in the fashion

business has increased over the previous year and stands at nearly 75 per cent. Below are

some of the company’s private labels.

MEN’S

John Miller Executive Attire

This line of high quality and contemporary formal attire, is targeted at the male office goers

in the age group of 26-35 years.

JM Sports

Available only as T-shirts, this brand extension of the popular John Miller brand in sports is

positioned more as a weekend or after-office wear. Lombard Positioned as fashionable up

market formalwear for successful professionals, Lombard addresses the formal fashion

requirement of the Indian male in the age group of 30-40 years.

F-Factor

33
The smart evening wear line of fashion for men in the 25-35 year segment consists of a wide

range of shirts, trousers, blazers and suits.

Bare Leisure

One of India’s most favorite brands, Bare Leisure is a smart casual wear range made

exclusively for the young, modern, ambitious Indian male in the age group of 22-35 years.

T2000

A smart, affordable trouser range that is made for the confident, upwardly mobile Indian

male.

LADIES

Honey

Described as trendy casual wear for the young and price conscious Indian woman in the age

group of 15-24 years, Honey is another popular brand from the Pantaloons private label

stable.

Annabelle

An exclusive western wear range for the working woman in the age group of 25-35 years.

This savvy and stylish range of apparels and accessories has grown to become a every

woman’s wardrobe.

Mix & Match

Addressing the need for experimentation and unconventional ensembles, the Mix & Match

private label offers the Indian woman a wide range of separate salwars, kurtas, churidars,

dupattas and stoles to choose from.

34
AWARD AND RECOGNITION

2009
Images Fashion Forum 2009

Most Admired Fashion Group Of The Year - Future Group

Most Admired Private Label - Pantaloons, the lifestyle format
Critics Choice For Pioneering Effort In Retail Concept
Creation - Central

Coca-Cola Golden Spoon Awards 2009

Most Admired Food & Grocery Retailer Of The Year

Most Admired Food Court

Most Admired Food Professional

2008
Indian Retail Forum Awards 2008

Most Admired Retail Company of the year - Future Group

Retail Face of the Year - Kishore Biyani
Best Retailer Of The Year ( Hypermarket) - Big Bazaar

Future Group was awarded the Most Admired Retail Company of the year by the
Indian Retail Forum at a glittering ceremony organised in Mumbai. Mr Kishore
Biyani also won Retail Face of the Year.

India Retail Forum (IRF) is a platform for intellectual insights and information
exchange for the retail business in the Indian subcontinent. The forum presents the
business of retail in the region to a global audience, with the express aim of
facilitating understanding about and encouraging investment in this
massive marketplace.

Big Bazaar, the value format of Future Group bagged the Best Retailer Of
The Year ( Hypermarket).

The INDIASTAR Award 2008

35
 Food Bazaar: Best Packaging Innovation

Food Bazaar bagged the INDIASTAR Award for Best Packaging Innovation in
India, for its private label brand Fresh And Pure Chakki Atta.

INDIASTAR Award is a biennial event which aims to promote and encourage

excellence in packaging design, innovation and technology. The contest was
established in 1972 and is considered as the most popular and premier event for
India’s packaging fraternity. This year there were around 357 entries and the
participants had to submit a sample of their designs for selection.

With this award, Pantaloon Retail (India) Limited becomes the first Indian Retailer
to win the prestigious INDIASTAR Award.

Retail Asia Pacific 500 Top Awards 2008

Gold Winner -Top Retailer 2008 Asia Pacific

Retail Asia Publishing Pte, the institutor of these awards, aims to set a platform
that appraise, raises and recognizes the development and growth of retailing
throughout the Asia Pacific region.

Coca-Cola Golden Spoon Awards 2008

Most Admired Food & Grocery Retail Visionary of the Year: Kishore Biyani
Most Admired Food & Grocery Retailer of the Year – Supermarkets: Food
Bazaar
Most Admired Food & Grocery Retailer of the Year - Hypermarkets: Big
Bazaar
Most Admired Retailer of the Year - Dynamic Growth in Network Expansion
across Food, Beverages & Grocery: Future Group
Most Admired Food & Grocery Retailer of the Year - Consumer's Choice: Big
Bazaar

The Coca-Cola Golden Spoon Awards 2008, were given away for the first time as
a culmination of the ‘Food Forum India 2008’ – a two day convention, which saw
the participation of leading brands, retailers & retail support organizations from
across the globe. The awards were presented to honour enterprise, innovation and
achievement in the food retailing business as a benchmark of excellence.

The Reid & Taylor Awards For Retail Excellence 2008

Retail Leadership Award: Kishore Biyani

Retail Best Employer of the Year: Future Group
Retailer of The Year: Home Products and Office Improvements: HomeTown

36
The Reid & Taylor Awards for Retail Excellence are an important feature of the
Asia Retail Congress, Asia’s single most important global platform to promote
world-class retail practices. These awards are aimed at honouring the best, in the
Asian Retail scenario. India played host to Asia Retail Congress 2008.
2007
Images Retail Awards

Most Admired Retail Face of the Year: Kishore Biyani

Most admired retailer of the year: Large format, multi product store: Big Bazaar

Most admired retailer of the year: Food and Grocery: Food Bazaar

Most admired retailer of the year: Home & office improvement: HomeTown

Most admired Retail Company of the year: Pantaloon Retail (India) Ltd.

Images Retail Forum followed strict international benchmarks in deciding the

top honours for Images Retail Awards ’07, with IRIS as knowledge partner and
global consulting firm AT Kearney as the Process Approver.

National Retail Federation Awards

International Retailer for the Year 2007 – Pantaloon Retail (India) Ltd

The National Retail Federation is the world’s largest retail trade association
with over 1.4 million members in the US and across the world. Some of the past
winners of the award include Metro AG (Germany), Carrefour (France), Zara
(Spain), Boticario (Brazil) and Ito Yokado (Japan). The award was presented at the
Retail’s Big Show held in January 2007 in New York.

World Retail Congress Awards

Emerging Market Retailer of the Year 2007 – Pantaloon Retail (India) Ltd

The inaugural World Retail Congress held in Barcelona, Spain in March 2007
attracted over one thousand retail professionals from over sixty countries. The
awards were decided by a multinational Grand Jury. Winners in other categories
included Inditex, Mall of Emirates, Marks & Spencer and IKEA.

Hewitt Best Employers 2007

Best Employers in India (Rank 14th) – Pantaloon Retail (India) Ltd

Leading human resources consultancy, Hewitt Associates conducts an annual

survey of the best employers in India, as part of its global initiative. It is based on
CEO interview, People Practices Inventory and Employee Opinion Surveys.
Pantaloon Retail became the only retailer to feature among the twenty-five best
employers in India.

PC World Indian Website Awards

Best Indian Website In The Shopping Category - Futurebazaar.com

37
 PC World, a leading consumer technology magazine selected the best Indian
websites in various categories based on use of technology for delivering solutions,
information being presented in an intuitive and concise manner and overall
experience aided by design.

Reader’s Digest Trusted Brands Platinum Awards

Trusted Brands Platinum Award (Supermarket Category) – Big Bazaar

The Reader’s Digest awards are based on surveys done among consumers by
independent research agency, Nielsen Media Research. This is the second
consecutive time Big Bazaar has won this award.

2006
Retail Asia Pacific Top 500 Awards
Asia Pacific Best of the Best Retailers – Pantaloon Retail (India) Ltd
Best Retailer in India – Pantaloon Retail (India) Ltd

The Asiamoney publication conducts a poll among fund manages and investors
and does a quantitative analysis of financial performance to select best managed
companies in Asian countries.

Ernst & Young Entrepreneur of the Year Award

Ernst & Young Entrepreneur of the Year (Services) – Kishore Biyani

Considered to be one of the most prestigious business awards in India, a jury

comprising leading names in Indian business selected the winners based on
courage, creativity, passion, endurance and vision.

CNBC Indian Business Leaders Awards

The First Generation Entrepreneur of the Year – Kishore Biyani

Organized by CNBC-TV18, the twelve awardees in various categories are

decided by a high profile jury, along with research partners - The University of
Chicago Graduate School of Business, Development Dimensions International
(DDI) and AC Neilson ORG MARG.
Lakshmipat Singhania – IIM Lucknow National Leadership Awards
Young Business Leader – Kishore Biyani

The Images Retail Awards are decided through a nationwide consumer &
industry poll and nominations followed by performance assessment by team of
analysts and jury.

Readers’ Digest Awards

Platinum Trusted Brand Award - Big Bazaar

The Reader’s Digest awards are based on surveys done among consumers by
independent research agency, Nielsen Media Research.

CNBC Awaaz Consumer Awards

38
Most Preferred Large Food & Grocery Supermarket – Big Bazaar

Conducted in association with AC Nielsen-ORG Marg across 21 major cities,

nearly 10,000 consumers were asked to choose their most preferred brands.

Reid & Taylor Awards for Retail Excellence

Retail Entrepreneur of the Year – Kishore Biyani
2005
Images Retail Awards 2005

PRIL- Most Admired Retailer of the Year

Food Bazaar- Retailer of the Year(Food and Grocery)
Big Bazaar-Retailer of the Year(Value Retailing)
Central-Retail Launch of the Year

Voted by Business Today magazine as one of the

Top 20 Companies in India to watch in 2005

India’s most investor-friendly companies in the top 75
India’s Biggest wealth creators in the top 100

DAKS London

PRIL- Brand Builder of the Year

2004
Images Retail Awards 2004

PRIL- Most Admired Retailer of the Year

Food Bazaar- Retailer of the Year(Food and Grocery)
Big Bazaar-Retailer of the Year(Value Retailing)
Central-Retail Launch of the Year

Reid & Taylor and DLF Awards

PRIL - Retailer of the year

2003
Indian Express Award

PRIL –Marketing Excellence and Excellence in Brand Building

Indusland Bank (India Brand Summit)

PRIL - Excellence in Brand Building

39
  

INTRODUCTION TO THE TOPIC

CUSTOMER SATISFACTION

In general, satisfaction is a persons feeling of pleasure or disappointment resulting

from comparing a products perceived performance in relation to his / her expectation.

Customer satisfaction, a business term, is a measure of how products and services

supplied by a company meet or surpass customer expectation. It is seen as a key

performance indicator within business and is part of the four perspectives of a Balanced

Scorecard. In a competitive marketplace 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 of empirical literature thachart

but successful marketing companies invert the chart where the position of the employee is

at the top

Top
Management

Middle Management

Front line people

CUSTOMERS
40
Traditional Organization

CUSTOMERS

Front line people

Middle Management

Top
Management

Modern Customer oriented Organization

HOW A CUSTOMER FORMS HIS EXPECTTIONS

From past buying experience , friends and advocates advice and marketers and

competitors information and promises. If marketer raise expectations too high , the buyer

is likely to be disappointed . However, if the company sets expectations too low, it wont

41
attract enough buyers. Some of today’s most successful companies are raising expectation

and delivering performances to match.

WHY IS CUSTOMER SATISFACTION SO IMPORTANT

Quite often the difference between those that simply survive in business and those

that thrive is keeping abreast of, and adjusting to, the ever changing attitudes and

expectations of the market place.

One such change has been the significant change in attitudes of customers over the last 10

years.

There was a time when customers were less critical and vocal if not totally satisfied when

dealing with a business. This is not the case today.

Today, customers are becoming increasingly more demanding, less tolerant and very

critical when not having their expectations met.

There was a time when the choices available on where and who to deal with was limited.

The power belonged to the business owner, customers had nowhere else to go and

therefore customer satisfaction was not so important.

Today, customers have lots of choice on where and who to deal with. As a result the power

has now shifted to the customer. If they feel you can not satisfy their expectations they will

simply vote with their feet and deal with someone who will.

42
 METHODOLOGY OF MEASURING

The University of Michigan's American Customer Satisfaction Index (ACSI) is a scientific

standard of customer satisfaction. Academic research has shown that the national ACSI score

is a strong predictor of Gross Domestic Product (GDP) growth, and an even stronger

predictor of Personal Consumption Expenditure (PCE) growth. On the microeconomic level,

research has shown that ACSI data predicts stock market performance, both for market

indices and for individually traded companies. Increasing ACSI scores has been shown to

predict loyalty, word-of-mouth recommendations, and purchase behavior. The ACSI

measures customer satisfaction annually for more than 200 companies in 43 industries and 10

economic sectors. In addition 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 the ACSI for both the

private and public sector: CFI Group, Inc.applies the methodology of the ACSI offline, and

Foresee Results applies the ACSI to websites and other online initiatives

The Kano model is a theory of product development and customer satisfaction developed in

the 1980s by Professor Noriaki Kano that classifies customer preferences into five categories:

Attractive, One-Dimensional, Must-Be, Indifferent, Reverse. The Kano model offers some

insight into the product attributes which are perceived to be important to customers. Kano

also produced a methodology for mapping consumer responses to questionnaires onto his

model.

43
SERVQUAL or RATER is a service-quality framework that has been incorporated into

customer-satisfaction surveys (e.g., the revised Norwegian Customer Satisfaction

Barometer[5]) to indicate the gap between customer expectations and experience.

J.D. Power and Associates provides another measure of customer satisfaction, known for its

top-box approach and automotive industry rankings. J.D. Power and Associates' marketing

research consists primarily of consumer surveys and is publicly known for the value of its

product awards.

Other research and consulting firms have customer satisfaction solutions as well. These

include A.T. Kearney's Customer Satisfaction Audit process, which incorporates the Stages of

Excellence framework and which helps define a company’s status against eight critically

identified dimensions.

44
 PRODUCT AND SERVICE QUALITY

Satisfaction will also depend on product and service quality. What exactly is quality?

Various experts have defined it as “fitness for use” “Conformance to requirement”

“freedom from variation” Thus American Society For Quality Control defines Quality as

totality of features and characteristics of a product and services that bears on its ability to

satisfy stated or implied needs. A company that satisfies most of its customers needs most

of the time is called a quality company.

TOTAL QUALITY MANAGEMENT

The quest to maximize customer satisfaction led some firms to adopt total quality

management principles. TQM is an organization- wide approach to continuously improve

the quality of all the organization’s processes, product and services. Quality is our best

assurance of customers allegiance, our strongest defense against foreign competition and

the only path to sustained growth and earning.

Marketers play several roles in helping their companies define and deliver high quality

goods and services to target customers. FIRST, they bear the full responsibility of

correctly identifying the he customers need and requirement. SECOND, they must

communicate customer expectation properly to product designer. THIRDLY, they must

see that the customer order are filled correctly and on time.

45
 IMPROVING CUSTOMER SATISFACION

Published standards exist to help organizations develop their current levels of customer

satisfaction. The International Customer Service Institute (TICSI) has released The

International Customer Service Standard (TICSS). TICSS enables organizations to focus

their attention on delivering excellence in the management of customer service, whilst at

the same time providing recognition of success through a 3rd Party registration scheme.

TICSS focuses an organization’s attention on delivering increased customer satisfaction

by helping the organization through a Service Quality Model.

TICSS Service Quality Model uses the 5 P's - Policy, Processes, People, Premises,

Product/Services, as well as performance measurement. The implementation of a

customer service standard should lead to higher levels of customer satisfaction, which in

turn influences customer retention and customer loyalty.

46
 CUSTOMER SATISFACTION IN 7 STEPS

It's a well known fact that no business can exist without customers. In the business
of Website design, it's important to work closely with your customers to make sure
the site or system you create for them is as close to their requirements as you can
manage. Because it's critical that you form a close working relationship with your
client, customer service is of vital importance. What follows are a selection of tips
that will make your clients feel valued, wanted and loved.

1. Encourage Face-to-Face Dealings

This is the most daunting and downright scary part of interacting with a customer. If
you're not used to this sort of thing it can be a pretty nerve-wracking experience. Rest
assured, though, it does get easier over time. It's important to meet your customers face to
face at least once or even twice during the course of a project.

My experience has shown that a client finds it easier to relate to and work with someone
they've actually met in person, rather than a voice on the phone or someone typing into an
email or messenger program. When you do meet them, be calm, confident and above all,
take time to ask them what they need. I believe that if a potential client spends over half
the meeting doing the talking, you're well on your way to a sale.

2. Respond to Messages Promptly & Keep Your Clients Informed

This goes without saying really. We all know how annoying it is to wait days for a
response to an email or phone call. It might not always be practical to deal with all
customers' queries within the space of a few hours, but at least email or call them back and
let them know you've received their message and you'll contact them about it as soon as
possible. Even if you're not able to solve a problem right away, let the customer know
you're working on it.

A good example of this is my Web host. They've had some trouble with server hardware
which has caused a fair bit of downtime lately. At every step along the way I was emailed
and told exactly what was going on, why things were going wrong, and how long it would
be before they were working again. They also apologised repeatedly, which was nice.
Now if they server had just gone down with no explanation I think I'd have been pretty
annoyed and may have moved my business elsewhere. But because they took time to keep
me informed, it didn't seem so bad, and I at least knew they were doing something about
the problems. That to me is a prime example of customer service.

3. Be Friendly and Approachable

A fellow SitePointer once told me that you can hear a smile through the phone. This is
very true. It's very important to be friendly, courteous and to make your clients feel like
you're their friend and you're there to help them out. There will be times when you want to
beat your clients over the head repeatedly with a blunt object - it happens to all of us. It's
vital that you keep a clear head, respond to your clients' wishes as best you can, and at all
times remain polite and courteous.

47
4. Have a Clearly-Defined Customer Service Policy

This may not be too important when you're just starting out, but a clearly defined
customer service policy is going to save you a lot of time and effort in the long run. If a
customer has a problem, what should they do? If the first option doesn't work, then what?
Should they contact different people for billing and technical enquiries? If they're not
satisfied with any aspect of your customer service, who should they tell?

There's nothing more annoying for a client than being passed from person to person, or
not knowing who to turn to. Making sure they know exactly what to do at each stage of
their enquiry should be of utmost importance. So make sure your customer service policy
is present on your site -- and anywhere else it may be useful.

5. Attention to Detail (also known as 'The Little Niceties')

Have you ever received a Happy Birthday email or card from a company you were a client
of? Have you ever had a personalised sign-up confirmation email for a service that you
could tell was typed from scratch? These little niceties can be time consuming and aren't
always cost effective, but remember to do them.

Even if it's as small as sending a Happy Holidays email to all your customers, it's
something. It shows you care; it shows there are real people on the other end of that screen
or telephone; and most importantly, it makes the customer feel welcomed, wanted and
valued.

6. Anticipate Your Client's Needs & Go Out Of Your Way to Help Them Out

Sometimes this is easier said than done! However, achieving this supreme level of
understanding with your clients will do wonders for your working relationship.

Take this as an example: you're working on the front-end for your client's exciting new
ecommerce endeavour. You have all the images, originals and files backed up on your
desktop computer and the site is going really well. During a meeting with your client
he/she happens to mention a hard-copy brochure their internal marketing people are
developing. As if by magic, a couple of weeks later a CD-ROM arrives on their doorstep
complete with high resolution versions of all the images you've used on the site. A note
accompanies it which reads:

"Hi, you mentioned a hard-copy brochure you were working on and I wanted to provide
you with large-scale copies of the graphics I've used on the site. Hopefully you'll be able
to make use of some in your brochure."
Your client is heartily impressed, and remarks to his colleagues and friends how very
helpful and considerate his Web designers are. Meanwhile, in your office, you lay back in
your chair drinking your

7th cup of coffee that morning, safe in the knowledge this happy customer will send
several referrals your way.

7. Honour Your Promises

48
It's possible this is the most important point in this article. The simple message: when you
promise something, deliver. The most common example here is project delivery dates.

Clients don't like to be disappointed. Sometimes, something may not get done, or you
might miss a deadline through no fault of your own. Projects can be late, technology can
fail and sub-contractors don't always deliver on time. In this case a quick apology and
assurance it'll be ready ASAP wouldn't go amiss.

49
 RESEARCH METHODOLOGY

Research methodology is a systematic way to solve the research problems,It refers to

search

for knowledge , a scientific and systematic search for information.Marketing research is the

systematic design , collection, analysis and reporting of data and finding relevant to a specific

marketing design, collection, analysis and reporting of data and finding relevant to a specific

marketing situation facing the company.

As the Pantaloon is clearly the undisputed leader in the organized retail sector, still it has

some problems related to the customer services and hence as a result the level of customer

satisfaction is affected.

Thus, the main objectives of the research are:

 To know the level of customer satisfaction.

 To know the market share of Pantaloon.

 To know the customer decision making process.

To know the promotional strategies of Pantaloon

Research Design:

In the survey done by me, I have used the Descriptive research design.

Descriptive research is used to obtain information concerning the current status of the

phenomena to describe "what exists" with respect to variables or conditions in a situation.

The methods involved range from the survey which describes the status quo, the correlation

study which investigates the relationship between variables, to developmental studies which

seek to determine changes over time.

50
 In the Descriptive research design, I have the Cross-Sectional study. Cross-Sectional

studies sample the population to make measurements at a specific point in time. Thus, it

involves a one time study of the sample.

Data collected by me is the Primary Data with the face-to-face interview method.

Sample Size:

Sample size: 200

Sample Unit: Customers

Sampling method: Simple Random Sampling

Research Tool:

A Questionnaire was prepared for the Customers to be surveyed in the noida Central of

Pantaloon in the NCR region.

A total of 14 questions were there in the questionnaire which includes 13 closed ended

questions and 1 open ended questions apart from general demographic questions. In the

questioning approach, face-to-face interview method was used to administer the

questionnaire.

Source of Data:

1) Primary source

2) Secondary source

51
 Primary data can be collected either through experiment or through survey. In cases

where data is not available from any record of enterprises or in published sources, it becomes

necessary to collect original data for the study to be taken. Primary data can be obtained from

following two ways:

Secondary data

Secondary data includes some points-

 News paper

 Magazines

 Internet

 Journals & other written Materials.

52
 RRSERACH & FINDING

1. Most of the people go to outlet twice a week. Out of the 200 respondents, 89 goes

twice a week which constitutes 44.5% of the total while 52 i.e. 26% goes once in a

month. Only 41 respondents go once a week while rest goes more than once a week to

the outlet. Thus, it shows that Indian consumers are involved in bulk buying so as to

save time and efforts.

100

80
Count

60

89
40

52
20 41

18

0
Once in a month Twice in a month Once a week More than once a
week

How many times do you usually visit Pantaloon

53
 2. Majority of the people buy Apparels from the Pantaloon. This include the Mens Wear,

Ladies Wear, Kids Wear like ethnic , seasonal, casual,night wear. . 102 respondents

out of 200 buys Apparels which constitutes 51% of the total while 62 i.e. 31% buys In

house brands. Only 19 and 10 respondents buy consumer Accessories, Footwear

respectively.

120

100

80
Count

60
102

40
62

20

19
10 7
0
In house brands Apparels Accessories Footwear Others

What products do you generally buy from Pantaloonr

54
3. People come to Pantaloon because of low prices of the product. Pantaloon offers very

good discounts and various schemes on the items. Out of 200 respondents 79 i.e.

39.5% of the total comes because of low prices offered. 61 i.e. 30.5% comes because

of more variety of products while only 32 and 23 comes for better quality of products

and convenience respectively.

80

60
Count

40 79

61

20

32

23

5
0
Convenience Better quality of Low price of More variety of Other
products products products

What drives you to make a purchase from Pantaloon

55
 4. On an average majority of people spends 500 to 2000 Rs. On each outing to the store.

102 out of 200 respondents falls in this range forming a 51% out of total respondents.

64 i.e. 32% spends between 2000 to 5000 while 33 and 8 spends between less than

500 and 5000-10000. Only 3 respondents spend more than 10000 Rs.

120

100
Count

80

60
102

40

54
20
33

8
0 3

Less than Rs. Rs. 500 - Rs. Rs. 2000 - Rs. Rs. 5000 - Rs. More than Rs.
500 2000 5000 10000 10000

On an average, how much money you spend on each outing to Pantaloon

56
 5. The payment is done mainly by cash. Though credit cards & debit cards are used by

many people but still they prefer paying via cash. 139 i.e. 69.5% of total respondents

pay to the retailer by cash. 38 i.e. 19% respondents pay via their credit/debit card

while 23 pays by the Pantaloon card

140

120

100
Count

80
139
60

40

20 38
23
0
Cash payment Credit/Debit card Pantaloon card

How do you make payment after shopping

57
 6. People have good perception about the products of Pantaloon. Majority i.e. 119 out of

200 respondents i.e. 59.5% feels that products are worth good value for money. 65 i.e.

32.5% says that value for money wise products are reasonable. While 11 were silent

on this, only 5 respondents says that the products are bad value for money wise.

120

100

80
Count

60 119

40
65

20

11
5
0
Good value for money Reasonable Bad No comments

Thinking about value for money, how would you describe the product in
general

58
7. In case of the variety of products offered, Pantaloon is way ahead of its competitors. It

has a wide product portfolio covering almost each segment. Due to this, people are

happy. Out of 200, 119 respondents described the variety of products offered as good.

55 said excellent and 21 said fair. Only a handful of people were against this.

120

100

80
Count

60 119

40

55
20
21
5
0
Excellent Good Fair Bad

How would you describe the variety of products being offered

59
 8. People are satisfied and hence are keen to do the repurchase from the Pantaloon. The

chances that they will do repurchase are maximum in case of good and its almost

equal in case of excellent and fair. Thus, the Pantaloon is successful in pulling the

same crowd again and again.

80

60
Count

40
75

53
43
20

22

7
0
Excellent Very good Good Fair Poor

Chances for your repurchase are

60
 9. Pantaloon is successful in creating a good bond with the public. With its superb

promotional schemes and knowing the nerve of Indian consumers, it is creating a very

good relationship with its customers. Majority of people rate relationship as good and

very good followed by excellent and fair. Only 5 respondents were saying that the

quality if relationship is poor.

70

60

50
Count

40

65
30 61

46
20

23
10

5
0
Excellent Very good Good Fair Poor

Overall quality of your relationship with Pantaloon, considering all

of your experiences with them

61
 10. One satisfied customer will tell 5 more people. Thus, doing very good word of mouth

publicity. In case of Pantaloon, majority of people are very easily ready to

recommend the store to their family, friends and relatives

80

60
Count

40
75
67

20 42

14

0 2

Excellent Very good Good Fair Poor

Chances of yours to recommend Pantaloon to a friend or relative

62
 11. As far as the customer satisfaction in regards to customer service is concerned,

majority of respondents are neutral. 97 i.e. 48.5% of the total are neutral suggesting

that they were not too satisfied with customer services over there. 55 were satisfied

and 33 were extremely satisfied with the customer services over there.

100

80

60
Count

97

40

55

20
33

11
4
0
Extremely Dissatisfied Neutral Satisfied Extremely
dissatisfied satisfied

Satisfaction level in regards to customer services

63
 12. People are satisfied with the pricing of the Pantaloon. With schemes like , “Festival

shopping” and “Major Holiday shopping festival” it is attracting and converting the

people to purchase. Thus, with regards to the price, 97 out of 200 respondents i.e.

48.5% of the total are satisfied and 51 were extremely satisfied with pricing of Big

Bazaar. 48 were neutral and very few people were dissatisfied. Thus, Pantaloon has a

very positive and honest image in eyes of people.

100

80
Count

60

97
40

48 51
20

0 2 2

Extremely Dissatisfied Neutral Satisfied Extremely

dissatisfied satisfied

Satisfaction level in regards to price

64
 13. With regards to value, the benefits availed by the people by spending cost; people are

satisfied with the Pantaloon. They feel that what they had bought is worth of the price

they spend. Thus, 53% of the total are satisfied, 26.5% are neutral, 16.5% are

extremely satisfied with the performance of Pantaloon in regards to the value

provided. Thus, it gives customer a pleasant shopping experience.

120

100

80
Count

60
106

40

53
20
33

2 6
0
Extremely Dissatisfied Neutral Satisfied Extremely
dissatisfied satisfied

Satisfaction level in regards to value

65
 PERSONAL FINDINGS

When I talk about my personal findings my personal findings are as follows-

1-Customer is satisfied with PANTALOON.

2-Customer feel that he is getting commodities according his payment.

3-Prices of goods are as similar as in the market.

4-Management of PANTALOON is not so good.

5-Employee of PANTALOON dont treat with customers as they should.

66
 SUMMARY &CONCLUSION

Over the last few years, retail has become one of the fastest growing sectors in the Indian

economy. Organized retail is expected to grow to 10-11% of the Indian retail industry in the

next 5 years and FDI in retail is one of the most talked about topics now. There is hectic

activity in the sector in terms of expansion, entry of international brands and retailers as well

as focus on technology, operations and processes. All these present a tremendous opportunity

in this new high growth industry. While the opportunities in Indian retail are immense, all

players must be aware that the consumer culture, business practices and industry dynamics in

India can differ substantially from what they are accustomed to at home, often leading to

pitfalls for the unprepared.

PANTALOON is the pioneer and undisputed leader in the Indian Retail scenario with a share

of 54% in the organised retail sector. Thus, a study of customer satisfaction in reference to

PANTALOON was very important as Pantaloon holds the true Indian value system in its

business strategies and functioning so as to get more connected to Indian consumers and to

maintain a happy relationship with them.

People are keen to buy products from the Pantaloon. Majority of them goes at least twice a

month to do the purchasing with average spending of Rs. 500 to 2000 on each outing to the

Pantaloon. They come to Pantaloon due to the low prices of products and attractive schemes

offered by the store.

Food & Beverage category is the most bought by the people followed by the dairy products,

fruits & beverage segment. Majority of the people despite having credit/debit card prefer to

67
pay their bills via cash. Pantaloon is also having its own credit card in form of “Pantaloon

Card”. Thus, giving customers a convenient option to purchase the products.

People are very happy with the variety of the products available at the store and are very keen

to do the repurchase. Thus, Pantaloon is converting the existing customers to loyal customers

and also attracting new

customers from other stores also. These satisfied customers are ready referring Pantaloon to

their family members, friends and relatives. Hence, there is very good word of mouth

publicity of Pantaloon.

Satisfaction level of customers with regards to price and value is very good. Pantaloon is

successful in making and maintaining a healthy and long term relation with its customers.

Thus, in real sense, Pantaloon is the undisputed leader in the organized retail sector and with

each passing day it is deepening its root in retail with a large and satisfied base of customers.

68
 LIMITATIONS

LIMITATIONS OF THE CUSTOMERS

1-Customer don’t behave politely with Employee.

2-Customer don’t keep in mind that unit is a public place.

3-Customers bargain with Employee.

4-Customer should not carry things without buying by which they bear a bad manner with

the employee and unit.

5-Customers make pressure on Employees to give the Goods at low cost.

LIMITATIONS OF THE EMPLOYEE;

1- The basically term Customer is always right and has to be satisfied by the Employees of

the unit.

2- Employees have to keep a fusible behavior with the customers.

3- Employees sometimes perform their personal works during working period.

4- Employees sometimes become emotional with the customers which may cause a loss.

5- Employees always motivate to purchase something while customers are not interesting in

the pantaloon

69
LIMITATIONS OF THE PRODUCT;

1-Product unavailability according to need of the customers.

2-Product quality available in the store comparison with other companies.

3-Product should be displayed in a proper way.

4-Product should not be kept as if not well finished.

70
 SUGGESTIONS

1-Behavior of the Employees with the Customers should be very good.

2-Better billing facility for the Goods.

3-Better service from the Restaurants because Customers donot like Self –service.

4-Better returning services.

5-The Employees should be well groomed.

71
 APPENDIX

Questionnaire

Name: _________________________________________________________________

Sex:
a) Male b) Female

Age Group:
a) 18 – 25 b) 25 – 35 c) 35 – 50 d) More than 50

Income Group (Rs./annum):

a) Upto 2 lac. b) 2 – 4 lac. c) 4 – 8 lac. d) More than 8 lac.

Occupation:
a) Student b) Services c) Business d) Homemaker
e) Others

1. How many times do you usually visit Pantaloon:

(a) Once in a month
(b) Twice in a month
(c) Once a week
(d) More than once a week

2. What product do you generally buy from Pantaloon:

(c) In house brand
(d) Apparels
(e) Footwear
(f) Accessories
(g) If other, please specify _________________________________________

3. What drives you to make a purchase at Pantaloon:

(h) Convenience
(i) Better quality of products
(j) Low prices of products
(k) More varieties of products
(l) If other, please specify _________________________________________

4. On an average, how much money you spend on each outing to Pantaloon:

a. Less than Rs. 500
b. Rs. 500 – Rs. 2000
c. Rs. 2000 – Rs. 5000
d. Rs. 5000 – Rs. 10000
e. More than Rs. 10000

72
5. How do you make payment after shopping:
a. Cash payment
b. Credit/Debit card
c. Pantalloon card

6. Thinking about value for money, how would you describe the products in general:
a. Good value for money
b. Reasonable
c. Bad
d. No comments

7. How would you describe the variety of products being offered:

a. Excellent
b. Good
c. Fair
d. Poor

8. How likely are you to repurchase products from Pantaloon? Would you say the
chances are:
a. Excellent
b. Very good
c. Good
d. Fair
e. Poor

9. How would you rate the overall quality of your relationship with Pantaloon,
considering all of your experiences with then? Would you say it is:
a. Excellent
b. Very good
c. Good
d. Fair
e. Poor

10. How likely are you to recommend Pantaloon to a friend or relative? Would you say
the chances are:
a. Excellent
b. Very good
c. Good
d. Fair
e. Poor

11. How would you rate your level of satisfaction with Pantaloon in regards to customer
services:
a. Extremely dissatisfied
b. Dissatisfied
c. Neutral
d. Satisfied
e. Extremely satisfied

73
12. How would you rate your level of satisfaction with Pantaloon in regards to price:
a. Extremely dissatisfied
b. Dissatisfied
c. Neutral
d. Satisfied
e. Extremely satisfied

13. How would you rate you level of satisfaction with Pantaloon in regards to value:
a. Extremely dissatisfied
b. Dissatisfied
c. Neutral
d. Satisfied
e. Extremely satisfied

14. What suggestion, if any, would you like to give to Pantaloon for further improvement:
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_________________________________________________________

74
 BIBILIOGRAPHY

1. Marketing Management by Philip Kotler, 11th Edition..

2. Marketing Research by Dr. A. Parasuraman, Dr. Dhruv Grewal and Dr. R. Krishnan,

1st Indian Adaption.

3. Marketing Research by Naresh Malhotra, 3rd Edition.

4. “The Great Indian Retail Story” report 2006 by Earnst & Young.

5. www.indiaretailing.com for technical terms of retailing.

6. www.3isite.com for articles on retail development and consumer preferences.

7. Customer Relationship Management by J. Seth.

8. Annual report of Pantaloon Retail Limited.

9. Management compass magazine

10. www.futurebazaar.com

75