ORGANIZATION DESIGN & STRUCTURE

Organization Design
The company follow an inverse pyramid structure; as a result decisions are taken closest to the point of customer action. Sales executive are encouraged to think customer first. They are empowered to run their respective departments like 'small business owners'.

Pantaloon India's major retailers with presence in the following two segments 1. Lifestyle Retailing - Pantaloons, Central, all, Blue sky. 2. Value Retailing - Big-Bazaar, Food Bazaar, Depot, Health village, Fashion
station.

Lifestyle retailing: The stores under this category primarily retail non-food
items such as (apparel, footwear, accessories, cosmetic & household products.) The stores under this category retail mainly food &

Value retailing:

household items.

These are primarily large store with volume based discounted prices.

Organization Structure
The organization constitutes the Head as the Store Manager. Under him there is one Assistant store Manager. The Asst. Store Manager handles all Department Managers of every department. Under Department Manager, there is one Assistant

STATEMENT OF RESEARCH OBJECTIVES
1. 2. To study the degree of awareness among the consumers about Big Bazzar. To study the factors contributing the consumers preference for Big Bazzar Products. 3. 4. 5. To study consumer perception about pricing of Big Bazzar. To obtain consumers rating of various plans offered by Big Bazzar. To identify the factors which contribute to consumer overall satisfaction of Big Bazzar.

RESEARCH DESIGN & METHODOLOGY
RESEARCH METHODOLOGY
For the study perspective, the Researcher has done a survey to know the CRM tools in Retail Industry.

1. Problem Identification:
The first step in marketing research project is to define the problem. It includes purpose of the study, the relevant background information, the information needed and how it will be used in decision making. It involves discussion with the decision makers, interviews with industry experts, analysis of secondary data and some qualitative research. There are some of the problems which identifies in the following.

y A number of Customers feel that Big Bazaar is not maintaining customer
relationship.

y A number of people are not satisfied with service of Big Bazaar. y A number of people are not aware about schemes launched by Big Bazaar. y Sales Staff of Big Bazaar is not up to mark to solve complains.

2. Research Design
The researcher will use Descriptive Research. Study the objective frame, the research design prepared is descriptive research. The descriptive frequency with which something occurs or how the variables vary together. The advantage of descriptive design is that it is not based on judgment or intuition as in the case study but it is based on the actual data collected and it¶s therefore more accurate in general. On the fundamental drawback of descriptive design is that it does not find cause and effect relationship among variables. Initially the information has been collected from related secondary sources, i.e. textual references, journals, magazine¶s, publications etc. related to the topic. After exploration of information, descriptive research was initiated by formulating structure questionnaire. Since, this study is mainly a descriptive research, conclusions have been drawn from each question in the questionnaire process its own objective in itself.Questionnaire being designed by keeping each and every variable in mind.

3. Data Collection and Sampling:Primary data are used for the core purpose of the project. And this primary data has been gathered by survey method.

Data collection Tools: Questionnaire, personal interview, observation method. 4. Sampling Unit: I) Who is to be surveyed? Youngsters, business people, educated housewives
were selected to conduct survey and to check their attitude.

II) Sampling types: For the purpose of the study simple random sampling
was used.

III) Sample Size: Survey of 100 respondents is carried. IV) Sampling Area: Was outside Big Bazaar shopping mall. 5. Data Analyze and Interpretation: Tables and graphs.

LIMITATION OF THE PROJECT
Each task has its own advantage or disadvantages and barrier in the cause of action, but this does not mean that the task should get stop whenever certain limitation arise. Each aspect has its own limitation. I try my best to overcome these obstacles.

There are some limitations of this project:

y Some customers are not willing to give proper response. Some customers have not
purchase product from all section of Big-Bazaar,but they give their view for all section.

y Due to difference in language, sometimes I have to fill up the questionnaires
according to they answer.

y Being student, money and time were my major limitation. y Some of respondents were not co-operative they didn¶t provide some of the details. y The population under the study is subject to limitations of particular region and
respondents the information regarding bangalore district only.

ANALYSIS & INTERPRETATION OF DATA
1 . Which Retail shop you usually go to purchase? DECISIONS Respondents RES. (%) Big Bazaar 63 63.00% Reliance Fresh 7 7.00% A.B. More 5 5 Others 25 25

 How many Retail shop do you visit? Decisions Only one Retail store More than 1 but less than 5 Any Retailer Respondence 31 27 42 Res.(%) 31% 27. 7% of respondent choose to Reliance Fresh. 25% of respondents are choose to other Retail shop for purchasing the goods and other services.fig:-1 Interpretation:The most of the peoples are using the difference type of the retail shop.00% 42.00% . there are 63% of respondents are going purchase in the Retail shop of Big-Bazaar. 5% of respondents are choose to Aditya Birla MORE.

00% 70.00% fig:-3 .(%) Respondence fig:-2 Interpretation: There are different time of retail shop visited by the respondents as like. 42% of the respondents are choose to any retail shop for the visiting. 3. 31% of the respondents are going to only one retail store for purchasing. 27% of respondents are choose to the more than 1 but less than 5 retail store.00% 9.50 40 30 20 10 0 Only one Retail store More than 1 but less than 5 Any Retailer Res. Which are the reason for selecting retail store? Decisions Near he home Have loyalty card Good quality of product Respondence 21 9 70 Res. (%) 21.

70% of the respondents are like to choose for the good quality of the product. 5. Since. Are you aware about Big-Bazaar? Decisions Respondence Res. 97% of respondents are aware about the Big-Bazaar.00% fig:-4 Interpretation: The brand awareness about the Big-Bazaar as like. 4. 21% of respondents are like to choose for the near the home.(%) YES 97 97. and 3% of the respondents are not aware about the BigBazaar.00% NO 3 3.Interpretation: There are different types of the reasons for choosing/selecting the retail stores like. when you aware about the Big-Bazaar? . 9% of peoples are choose for have loyalty card.

(%) Respondence fig:-5 Interpretation: The period of awareness about the Big-Bazaar as like.(%) 4.00% 70 60 50 40 30 20 10 0 Less than 1 month 1to 5 months 5 to 10 months More than year Res.Decisions Less than 1 month 1to 5 months 5 to 10 months More than year Respondence 4 9 23 64 Res. 4% of the respondents are aware in the period of less than 1 month. 23% of respondents are aware in the period of between 5 to 10 months. 6.(%) YES 77 77% NO 23 23% .00% 64. Are you satisfied with the services that are provided to you by Big-Bazaar? Decisions Respondence Res.00% 9. 64% of respondents are aware in the period of more than the year. 9% of respondents are aware in the period of between 1to 5 months.00% 23.

77% of the respondents are satisfied from the Big-Bazaar. provided by Big-Bazaar? Decisions Respondence Res.00% NO 39 39. 7.(%) YES 61 61. Are you aware about schemes.(%) Respondence fig:-6 Interpretation: The satisfaction about the service of the Big-Bazaar.00% .180 160 140 120 100 80 60 40 20 0 YES NO Res. as like. 23% of the respondents are not satisfied about the service of Big-Bazaar.

61% of the respondents are aware about the schemes.00% .70 60 50 40 Res.(%) 19. Tick marks on suitable sentence you aware about the schemes? Decisions Before launching in stor On the day at launch After the launch Respondence 11 13 35 Res.00% 59.00% 22. 8. and 39% of respondents are not aware about the schemes of the Big-Bazaar.(%) 30 Respondence 20 10 0 YES NO fig:-7 Interpretation: The awareness about the schemes of the Big-Bazaar as like.

and 59% of the respondents aware after the launch of the schemes of the Big-Bazaar. By which medium you come to know about the scheme? Decisions Respondence Res. 9% of the respondents are SMS. and 86% of the respondents are Paper come to know about the schemes.(%) SMS 5 9% Call 3 5. 10.00% Paper 51 86. 19% of respondents aware before launching in the store. and different response for the different medium as like.00% fig:-9 Interpretation: There are different medium for come to know about the schemes. there are different ways of the to aware about the schemes. 9. 22% of respondents aware on the day at launch. there are different response for it as like.fig:-8 Interpretation: The awareness about the schemes. 5% of respondents are Call. How is the Behavior at sales staff towards you? .

10% of respondents says to average.Decisions Respondence Res. 46% of respondents says to good.00% 33% .(%) 30.(%) Respondence Good Average Poor fig:-10 Interpretation: There are different responses for the staff behaviors of the Big-Bazaar.(%) 50 45 40 35 30 25 20 15 10 5 0 Very Good Very Good 42 42% Good 46 46% Average 10 10% Poor 2 2% Res. If you have any complain related to product than staff will. Decisions Immediate try to solve Delays the process but solve it Ignore the problem Respondence 30 37 33 Res. 11.00% 37. as like. 42% of respondents¶ very Good behavior at the sales staff. and 2% of respondents says to poor behavior about the sales staff of the Big-Bazaar.

Has Big-Bazaar ever provided a feedback form? Decisions Respondence Res. 12.40 35 30 25 20 15 10 5 0 Immediate try to solve Delays the process but solve it Ignore the problem Res. and 33% of respondents are become to says ignore the problems of the consumers. (%) YES 27 27.00% NO 73 73.00% 80 70 60 50 40 30 20 10 0 YES NO Res. 30% of respondents of become to says immediate try to solve. (%) Respondence .(%) Respondence fig:-11 Interpretation: The problems about the Big-Bazaar is become to different response for it as like. 37% of respondents are become to says delays process but solve it.

27% of respondents are says to become yes for it. 27% of the respondents to says to customers are treated as the friend. 6% of respondents are become to says the customers are treated as the God. as like. customers are treated as. 13. Have you ever received a gift or any car from Big-Bazaar? . 14. Tick mark on the appropriate answer in Big-Bazaar. (%) God 6 6% Friend 26 27% Customers 65 67% fig:-13 Interpretation: To study the customer relationship management there are different ways to become understand customer is different ways as like. and 73% of the respondents are become to says no for the feedback form about the Big-Bazaar. and 67% of respondents are become to says to the customers are treated as customers.fig:-12 Interpretation: The response about the feedback form about the Big Bazaar there are different response for this. Decisions Respondence Res.

(%) YES 15 15% NO 85 85. and 85% of respondents are says to become no for the gift received from the Big-Bazaar.Decisions Respondence Res. 15% of respondents are received the gift from the Big-Bazaar. (%) YES 6 6% NO 94 94% . 15. Is there any special event where Big-Bazaar had invited you? Decisions respondence Res.00% fig:-14 Interpretation: There are different response for the received the gift from the BigBazaar.as like.

y Customer service means meeting and extending the need and aspirations of the customers. 6% of respondents are says yes for the keeping of the event and 94% of respondents are says to no keep the any special event for the customers. They are really like the interface between the customer and the organization itself. rather it should be reflected in each and every activity that is being undertaken at the store. It¶s also all about customer¶s expectations and needs. y The impression that a customer service desk (CSD) can leave on the heart and mind of the customer¶s are very strong. minute actions performed by everyone in an organization to keep the customer satisfied and delighted. y Customer service is not a single and one handed activity. So. because they are really the king in this perfect competitive market structure. We need utmost care while dealing with the customers. we need to satisfy the customers at any cost. So.100 80 60 Res. as like. a better and efficient management of customer service desk can only act as a guiding principle is running an organization. because not satisfying a customer might leads to loss of a customer permanently. y Every business depends upon customer¶s base. Work of the CSD Customer service desk is the most vital part in a big goods and services providing company. . (%) 40 20 0 YES NO respondence fig:-15 Interpretation: The Big-Bazaar keeping the special event for the consumers but there are different response for this. Things learnt regarding Customer Service Desk (CSD) y Customer service involves the many concrete.

7. Free gift issuing register from Warehouse to CSD 10) Advertisement register 11) Enquiry register 1. Lost and found register 7. Sales return register 3. Free gift issuing register from CSD 9. Gift wrapping register 5. An efficient CSD can only enhances the customer base for a product on a company.Through this register we can get knowledge regarding the trend. the rate at which the no. Deposit register 6. . 9. Announcement register 4. 5. 3. It creates a sense regarding the demand condition of the outlets. because it creates a sense of satisfaction. 2. 8. Varies type of signage which should be on the CSD 1. Gift wrapping Foreign currency accepted Alternation policy Free home delivery Emergency telephone number Intercom number of all section Number of all managers Description of vouchers (various) In a CSD various types of registers are being maintained. 4. of people per day visit. 6. but at the some time also better management of the customer related issues. of customers enters into the business concern or the no. Footfall register 2. modern to expand the business we not only need large scale production. And every year on 1st of July a new register book will be used for maintaining the essential information like«.So. 1. Tailoring facilities available here. of customers is either increases or decreases and findout suitable methods to solve them. Footfall register It means the no. phone call register 8.

In sales return register includes the details of previous cash memo. the sales are up and under which schemes and discount offers the sales are down and can make future projection and set targets by setting the desired offers. Sales return register It registered all the details of the customers who have returned their products due to any cause.2. Gift wrapping should be done by the customer service executive. Whenever gift wrapping is done. So as to provide an extra in centime to the consumers. Nominated person from respective departments to give the offer details in writing to CSD executive well in advance . we will freely gift packs the gifted products.We can study and findout through this register under exactly which schemes and policies. Announcements regarding schemes and offers to be strictly made from customer service desk by customer service executives. schemes that are in prevalence. defective items. 4. We need to ensure that we provide this facility in an efficient and artistic manner just like a true professional. product code and credit note no. Announcement register It announces the discount. Ensure that you have 10 sheets of each style. it needs to be recorded in the register. this register should be maintained properly to findout the common causes responsible for such faults and try from our side to get rid of this problem. 3. To facilitate this we need to ask the customer to produce the cash memo for the merchandise brought for gift wrapping Gift Wrapping Process: . update all the previous discounts and schemes. Gift wrapping register Gift wrapping register is something where after purchase the item. colour.Before announcing the offers CSD executive to note the announcement details in announcement Register. date total value of bill. It may be due to improper size. and the date of making credit note and amount of credit note. We have the Gift Wrapping facility at our store so that our customers can get the merchandise gift-wrapped free of cost. At least 5 different styles of gift wrapping paper to be always available at the Gift wrapping counter. doesn¶t like it etc. wrong product information. So. We need to ensure that merchandise bought only from our store to be taken for gift wrapping.Appropriate signage to be put at CSD to indicate Gift Wrapping Service.

6. It¶s a promotional activity. ‡ . Advertisement register It records all the advertisements that have been given in various newspapers You cut that advertisement page and attach the advertisement register at the top mention the date. So. Before announcing the CSE to write the announcement along with details of lost item. Merchandise not purchased from our store should not be Gift Wrapped 5. So a proper register should be maintained so as to avoid the incidence. By maintaining the register we can contract the person after the recovery of the item. Phone call register Here the customer calls any body in the store. For lost items customer needs to make a request.‡ Gift Wrapping Executive to ² Request customer for the cash memo ² Verify the product with the cash memo ² Check for security tags ² All tags must be removed ² Ask customer for removal of Price Sticker Gift Wrapping Executive To ² Wrap the product neatly in an artistic manner using the Gift Wrapping Style Paper ² Paste the name card on the gift wrap ² Update the register for the gifts wrapped daily ‡ If the customer asks only for the Gift Wrapping Paper ² Customer Service Executive to request the customer for the cash memo ² If the cash memo is presented ² Then hand over the Gift wrapping paper to the customer ² If the cash memo is not presented ² Inform the customer that Gift Wrapping Paper can be given only after verifying the cash Memo. Lost and found registers Sometimes some products are getting lost within the shop due to the mismanagement or some irregularities on the part of the authority. CSE to make an entry in the Lost & Found Register. it is very much important 7. Here we can make an analytical study of the effects of advertisements on the sales.

Pantaloons´ ‡ On requisition of Customer.: ³Good Afternoon. and E-mail of the customer and reply on the same when available ‡ If a customer has any other query ‡ CSE to solve the query ‡ If fails. Have a Great Day´ 8. Tel. No. Free gift issuing register from CSD Customer service desk some times provides gifts and offers to the customers as a promotional activity. CSE to transfer the line to an employee ‡ If a customer enquires about the availability of a particular product ‡ ‡ ‡ ‡ Ask the customer to hold the line Speak to concerned Dept. note the Name. and reply back on the same to resolve the query ‡ Always wish the customer before closing the call as follows: ³Thank you for calling Pantaloons ««Do visit us.‡ To assist customers by ² Providing them information over the phone ² Allowing them to make calls free of cost from the store ‡ ‡ ‡ ‡ ‡ Store tel. No. mentioned on cash memo should be valid & working CSE to be updated with the various current & future offers at store CSD should have Ext. note the customer¶s name & tel. of all departments for transferring the calls speedily Calls made by customers will be Free of Cost If any customer wants to make a telephone call ² They should be directed to the CSD ² Ensure telephone is accessible to the customer ² Do not charge for the call Incoming Call Process: ‡ Pickup the phone within 3 rings ‡ CSE to answer calls by greeting the caller for the time of the day e. no. ‡ Free Gifts are inevitable in the retail industry ‡ Effective Management ensures that benefits of promotions and free gifts are passed on to customers .g. no. for availability Give correct information to the customer If not available.

just check that all products have the free gift taped with them. that deposited things are recorded in one register which name is deposit register. entry needs to be made into the free gifts register taped with the product. taped with the product or in loose form ‡ Special Offer ‡ Free gift which is not printed on product but given free of cost by vendor ‡ If any free gift is printed on the SKU ‡ ‡ ‡ ‡ Check if the free gift is inside the product If yes. they deposit in CSD. Enquiry register Every company maintains an enquiry register of all the customers. do not make an entry into the free gifts register If the free gift is in loose form. Deposit register Employees when find any thing in the store. 11) Free gift issuing register from ware house to CSD ‡ ‡ ‡ ‡ The systematic receipt of free gifts at store warehouse Distribution of free gifts through CSD The warehouse is responsible for keeping record of the free gifts received at the store The person receiving the merchandise at the warehouse is to check ² If any vendor run promotions are going on for the SKUs supplied ² If any free gift is printed on the SKU Check if the free gift is inside the product If yes.‡ Consumer offer ‡ ³Free gift´ is printed on the product and is a part of a national promotion being run by the supplier ‡ Free gift could be inside the product. That makes a call or visit personally to the counter to have some information regarding the product lines or regarding the schemes on offers being given 10. just check that all products have the free gift taped with ‡ If any free gift is printed on the SKU ² ² ² For products them . 9. do not make an entry into the free gifts register If the free gift is in loose form. entry needs to be made into the free gifts register For products taped with the product.

crisp and clear ‡ Turn down the music while making an announcement Before announcing the offers CSD executive to note the announcement details in Announcement Register and rehearse the announcement. ² Staff announcements for effective functioning and smooth operation Types of Announcements: ‡ ‡ ‡ ‡ ‡ Daily Announcements Schemes Staff Announcements Customer Announcements Announcing for Lost and Found items. discounts and offers. dummy announcements to be made by Customer Service Executive to ensure proper functioning of sound systems. In store Announcement Process: During store opening. ‡ Schemes ² CSD executive to make an announcement in creative and effective manner to attract customer¶s attention ² Offer Announcement to be customized depending upon the location of the store / season / festival ² Announcements to be made in English / Hindi one of the local languages ‡ Closing Announcements ² To be made daily 30 minutes before actual closing ‡ Opening Announcements ² To be made daily after 30 minutes of store opening ‡ Closing Announcements . CSE should check for clarity & volume of sound.In Store Announcements:  To enhance customers shopping experience by ² Updating them about the on-going schemes. ‡ Announcement registers to be maintained & updated on a regular basis ‡ All messages must be concise.

2nd Rule The executive at the customer service desk should never say µNO¶ to the customers. 3 way by which customer can register their feedback  Share with us book. The signages should be of 2 feet ± by ± 2 feet standard.m. Have a great shopping experience and a great day. 3 Golden rules of business: 1st Rule Good business sense should prevail while serving customers.  Share with us forms.  To put good attitude of their employees towards their customers. These signages should communicate various medium by which the customer can register their feedback. Customer feedback program  It is need because people provide it.´ ‡ Opening Announcements ± ³ Good morning to all the customers present at pantaloons. there are signage¶s to be placed in the store.  It¶s sole aim is to  Understand the customer.  To demonstrate the industry¶s competitiveness. . Have a pleasant evening.³Dear Customers. Store VM Incharge to ensure that signage¶s standards are adhered to in the store. The customers need a medium to express their feeling and share their experiences at our store. we are now nearing the closing time. Please do shop with us again. We use this feedback to understand their requirement and develop or modify our processes to serve them better. tomorrow. Our store will open at 10:30 a.  E-mail. We request you to expedite your shopping and proceed towards the cash counter. Signage¶s should be placed at CSD counter and other prominent locations in the store. To encourage the customers to register their feedback with us. I request all the staff to be at their respective locations. Thank you for shopping with us.  To design better methodologies to processes and serve the better. Thank you!´ Share with Us: Objective of this program ³Share with Us´ ± is to provide our customers a medium to express their feeling and share their experience at our store.

CD ROMS. will provided by the authorized service centers of the manufacturers. After sales services for watches. customer needs to provide cash memo of the purchase. Sarees. Discounted and promotional Merchandise also can¶t be exchanged. it will repaired and not exchanged. home appliance. request the customer to break the seal of package at the store and confirm the perfect condition of the merchandise Pre-Delivery Inspection should be carried out for home delivery of high value merchandise. Soft Toys. Pharmaceuticals. Hair Accessories. electronics. Spectacles. The big bazaar staff reserve the right to determine whether the goods have been damaged or used . EXCHANGE POLICY (Terms and condition)  You will exchange the product with in 7days from the date of purchase only with the cash               memo. Undergarments and Utensils.  To boost customer satisfaction by exchanging the required/scheduled products offering better options. Pens. Non-repairable Defects in Electronic goods should be covered under the warranty Repairable Defects in Electronic goods should be repaired under the service warranty For high value / electronic merchandise.  To deal with issues pertaining to product defects in the purchase. Jewellery. Electronic items. Promotional products should be exchanged for the same products even if the scheme does not exist any longer. Body Care Products. Cosmetics. Merchandise that can pose a health hazard.The managers should be the final authority in case of any exceptions that are to be extended to the customer. Merchandise should be exchanged even if it is brought from any of our chain store Exchange should be done through a system¶s inward or a manual documentation Altered. 3rd Rule If the merchandise is brought for exchange is from our chain of stores and it can be resold at our store then it should be taken back from the customers. Toiletries. Music. Crockery. telephone etc. You can¶t be exchanged Books. Stationery. Shoes and other items will not be exchanged unless returned in original condition. Damaged. cannot be exchanged Merchandise are guaranteed against all manufacturing defects to exchange a product. In case of repairable defect in Shoes. Used. Exchange to be facilitated on all days during working hours .

5% discount Your 7 star green card gets you a 15% discount.149.This offer is known as Ticket Size Offer. When you shop with Green Card. Your 3 star green card gets you a 10% discount Your 5 star green card gets you a 12. 5 star green card member gets a 7. FASHION FRIDAY¶S OFFER:1) 2) 3) 4) Your 1 star Green Card has the power to get you a 5% discount.at Pantaloons and get a 7 pcs jog set worth Rs 749 at Rs. 3 star green card member gets a 5% discount. 7 star green card member gets a 10% discount.5% discount . Shop for any amount at pantloons and enroll for a green card. GREEN CARD:Now Pantaloon Green Card is more powerful.OFFERS GOING ON IN THE STORE DURING THE TRAINING PERIOD:Shop Rs 3000/. . you get rewarded instantly. 1 star green card member gets Rs200/.gift voucher on enrolment.

2.b} Gap Model for Improving Retail Customer Service: 1.Customers¶ Expectation OfService Quality 6Customers¶ Perception OfService Quality 7.Knowledge Gap 2.setting service goals ‡ Delivery Gap -. Expectations 8. Delivery Gap 4.CommunicationsGap 5.knowing what the customer wants ‡ Standards Gap -.communicating the service promise Closing the Knowledge GAP ‡ Customer research ‡ More interactions between managers and customers ‡ Better communications between managers and service providers Closing the Standards GAP ‡ High quality service commitment ‡ Define the role of service providers ‡ Innovative solutions ‡ Set service goals ‡ Measure service performance .Actual ServiceProvideds 10.Standards Gap 3.Customer Service Stds.Retailer¶s Perception ofCustomers.Retailers¶ Communication ‡ Knowledge Gap -.It Sets 9.meeting and exceeding service goals ‡ Communications Gap -.

The first gap is the discrepancy between customer expectations and smanagement perceptions of these expectations. GAP 2 may result from a lack of management communication to service quality . Strategies for closing this gap include improving market research. fostering better communication between management and its contact employees. and reducing the number of levels of management that distance the customer. The second gap results from managementµs inability to formulate target levels of service quality to meet perceptions of customer expectations and translate these into workable specifications. past experience with the firm and its competitors. and communications with friend. personal needs. GAP 1 arises from managementµs lack of full understanding about how customers formulate their expectations on the basis of number of sources: advertising.Closing the Delivery GAP ‡ Information and training ‡ Instrument and emotional support ‡ Internal communications ‡ Reduce conflicts ‡ Empower employees ‡ Providing incentives Closing the Communications GAP ‡ Realistic commitments ‡ Managing customer expectation Theoretical explanation of the gap model .

which are based on a comparison between expected and perceived service. setting goals and standardizing service delivery tasks can close this gap. including lack of teamwork.or a perception of the unfeasibility of meeting customers expectations. Customer expectations of the service are formed by media advertising and other communications from the firm. The gap between expected and perceived service is called GAP 5 which is a measure of service quality. GAP 3 can arise for a number of reasons. Customers use some criteria to form their judgments of service quality. inadequate training. The third gap is referred to as the service performance gap. Which Retail shop you usually go to purchase? . however. poor employee selection. because actual delivery of the service does not meet the specifications set by mana gement. and inappropriate job design. GAP 4 is the discrepancy between service delivery and external communications in the form of exaggerated promises and lack of information provided to contact personnel. satisfaction is either negative or positive 1 .

DECISIONS Respondents RES.00% Reliance Fresh 7 7. (%) Pantaloons 63 63.B.(%) . 5% of respondents are choose to Aditya Birla MORE. More 5 5 Others 25 25 fig:-1 Interpretation:The most of the peoples are using the difference type of the retail shop. 25% of respondents are choose to other Retail shop for purchasing the goods and other services.  How many Retail shop do you visit? Decisions Respondence Res.00% A. there are 63% of respondents are going purchase in the Retail shop of Pantaloons 7% of respondent choose to Reliance Fresh.

00% 50 40 30 20 10 0 Only one Retail store More than 1 but less than 5 Any Retailer Res.00% .Only one Retail store More than 1 but less than 5 Any Retailer 31 27 42 31% 27. 27% of respondents are choose to the more than 1 but less than 5 retail store.(%) Respondence fig:-2 Interpretation: There are different time of retail shop visited by the respondents as like.00% 42. 42% of the respondents are choose to any retail shop for the visiting. 31% of the respondents are going to only one retail store for purchasing. Which are the reason for selecting retail store? Decisions Near he home Respondence 21 Res. 4. (%) 21.

00% 70. 21% of respondents are like to choose for the near the home. Are you aware about Pantaloons ? Decisions YES NO .00% fig:-3 Interpretation: There are different types of the reasons for choosing/selecting the retail stores like.Have loyalty card Good quality of product 9 70 9. 5. 9% of peoples are choose for have loyalty card. 70% of the respondents are like to choose for the good quality of the product.

00% 64.Respondence Res.00% . Since. when you aware about the Pantaloons ? Decisions Less than 1 month 1to 5 months 5 to 10 months More than year Respondence 4 9 23 64 Res. 6.(%) 4.00% 23. 97% of respondents are aware about the Big-Bazaar. and 3% of the respondents are not aware about the Pantaloons.(%) 97 97.00% 9.00% fig:-4 Interpretation: The brand awareness about the Pantaloons as like.00% 3 3.

70 60 50 40 30 20 10 0 Less than 1 month 1to 5 months 5 to 10 months More than year Res.(%) Respondence fig:-5 Interpretation: The period of awareness about the Pantaloons as like. 9% of respondents are aware in the period of between 1to 5 months. 23% of respondents are aware in the period of between 5 to 10 months.(%) YES 77 77% NO 23 23% . 7. Are you satisfied with the services that are provided to you by Pantaloons? Decisions Respondence Res. 64% of respondents are aware in the period of more than the year. 4% of the respondents are aware in the period of less than 1 month.

00% NO 39 39. Are you aware about schemes.180 160 140 120 100 80 60 40 20 0 YES NO Res.00% . provided by Pantaloons ? Decisions Respondence Res. 23% of the respondents are not satisfied about the service of BigBazaar.(%) YES 61 61.(%) Respondence fig:-6 Interpretation: The satisfaction about the service of the Pantaloons. 8. 77% of the respondents are satisfied from the Big-Bazaar. as like.

Tick marks on suitable sentence you aware about the schemes? Decisions Before launching in stor On the day at launch After the launch Respondence 11 13 35 Res. 61% of the respondents are aware about the schemes.(%) 30 Respondence 20 10 0 YES NO fig:-7 Interpretation: The awareness about the schemes of the Pantaloons as like. 9.70 60 50 40 Res. and 39% of respondents are not aware about the schemes of the Pantaloons.00% .00% 59.00% 22.(%) 19.

there are different response for it as like.(%) SMS 5 9% Call 3 5. 22% of respondents aware on the day at launch.fig:-8 Interpretation: The awareness about the schemes.00% Paper 51 86. 10. and 59% of the respondents aware after the launch of the schemes of the Pantaloons. there are different ways of the to aware about the schemes. 19% of respondents aware before launching in the store. By which medium you come to know about the scheme? Decisions Respondence Res.00% .

9% of the respondents are SMS. 11. and different response for the different medium as like.fig:-9 Interpretation: There are different medium for come to know about the schemes. How is the Behavior at sales staff towards you? Decisions Respondence Res.(%) Very Good 42 42% Good 46 46% Average 10 10% Poor 2 2% . and 86% of the respondents are Paper come to know about the schemes. 5% of respondents are Call.

and 2% of respondents says to poor behavior about the sales staff of the Pantaloons. as like.00% 37. Decisions Immediate try to solve Delays the process but solve it Ignore the problem Respondence 30 37 33 Res. 42% of respondents¶ very Good behavior at the sales staff.(%) 30.00% 33% . If you have any complain related to product than staff will.50 45 40 35 30 25 20 15 10 5 0 Very Good Good Average Poor Res.(%) Respondence fig:-10 Interpretation: There are different responses for the staff behaviors of the Big-Bazaar. 46% of respondents says to good. 12. 10% of respondents says to average.

40 35 30 25 20 15 10 5 0 Immediate try to solve Delays the process but solve it Ignore the problem Res.(%) Respondence fig:-11 Interpretation: The problems about the Pantaloons is become to different response for it as like. 30% of respondents of become to says immediate try to solve. and 33% of respondents are become to says ignore the problems of the consumers. 37% of respondents are become to says delays process but solve it. 13. Has Pantaloons ever provided a feedback form? .

Decisions Respondence Res. 27% of respondents are says to become yes for it.00% 80 70 60 50 40 30 20 10 0 YES NO Res. Tick mark on the appropriate answer in Pantaloons customers are treated as. and 73% of the respondents are become to says no for the feedback form about the Pantaloons 14.00% NO 73 73. . as like. (%) Respondence fig:-12 Interpretation: The response about the feedback form about the Big Bazaar there are different response for this. (%) YES 27 27.

00% . 15. 6% of respondents are become to says the customers are treated as the God.Decisions Respondence Res. and 67% of respondents are become to says to the customers are treated as customers.(%) YES 15 15% NO 85 85. Have you ever received a gift or any car from Big-Bazaar? Decisions Respondence Res. (%) God 6 6% Friend 26 27% Customers 65 67% fig:-13 Interpretation: To study the customer relationship management there are different ways to become understand customer is different ways as like. 27% of the respondents to says to customers are treated as the friend.

(%) YES 6 6% NO 94 94% . and 85% of respondents are says to become no for the gift received from the Big-Bazaar. 16.as like. 15% of respondents are received the gift from the Big-Bazaar. Is there any special event where Big-Bazaar had invited you? Decisions respondence Res.fig:-14 Interpretation: There are different response for the received the gift from the Pantaloons .

6% of respondents are says yes for the keeping of the event and 94% of respondents are says to no keep the any special event for the customers. as like.100 80 60 Res.)Quality 2. we chose them randomly to answer a satisfaction survey. I obtained customer surveys over a 2 months period.)Service . With the different responses from every customer Negative to positive. The questionnaire contained around 10 questions keeping in mind the 10 Parameters of the store that are: 1. (%) 40 20 0 YES NO respondence fig:-15 Interpretation: The Pantaloons keeping the special event for the consumers but there are different response for this. CUSTOMER SURVEY DATA When customers paid their bill at the checkout. Around 100 Questionnaire were filled with the customers in 2 months time duration.

9.)Variety 6. in the different sections or departments while handling them as sale staff. attending them at home delivery counters.)Billing 5. at the cash counters.) Price 10.)Service experience with store associate.3.)After Sale services 4. suggestions by Customers: .)Convenience 8.) Navigation of the store With the number of responses varying from highly satisfactory to Poor.)Availability 7. I tried to target the customers of Pantalooons inside as well outside the store at Customer service Desk.

The size should be always be available in the store for customers as mostly they are out of stock. The Cashiering Should be done fast so as to save time of customers. There were less variety in accessories. The range of denim jeans was limited. There should be separate counter for senior citizen for cashiering. Should be more spacious. So it should be more in that section. The schemes and offers should be properly checked before applying to customers. so this thing should be improved. The payment made by credit card to the cashiers by customers should be taken special care of.More Communication Should be there to guide the customers who visit for the first time. More cost effective clothes should be there in women section. The paging should be clear and soft so that it is audible to the customers. The card should be swiped once only to the Banks system not to the system of the store. . Space problem.

.Good variety of merchandise should be there. should be trendy and keep pace with the market trend.