THE STUDY OF RECRUITMENT AND SELECTION PROCESS IN MORE REATIL PVT LIMITED

CHAPTER 5

SUMMARY OF FINDINGS AND CONCLUSIONS

FINDINGS:

The experimental study conducted on recruitment and selection process in

more retail store to understand the perception and satisfaction level of more

store customers; with 240 respondents has found the following:

 Regarding gender wise classification of respondent it was found that

the ratio of respondents is almost same. It shows a change in shopping

trend. A job which was considered earlier as the job of women is done

now a days by man also.

 Regarding age wise classification it was noticed that majority of

respondents belong to the middle age group.

 The study shows that out of 240 respondents 32% were working class

or professionals, 29% of respondents were others like housewives,

drivers, made etc.

 Most of the respondent are under graduated (47%) that is near to half

and 27% of respondent studied till pre-university. Thus major portion

of respondent were well educated.

 The study revealed that 40% of respondent have income between 1

lakh and 2 lakh and 26% of them have below 1 lakh. So the maximum

customers belong to lower and middle class.

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NEW HORIZON COLLEGE, KASTURI NAGAR
 THE STUDY OF RECRUITMENT AND SELECTION PROCESS IN MORE REATIL PVT LIMITED

 Majority of respondent (47%) shop once in a week at more. and 25%

respondent shop every fortnight. So the customers are very regular for

the shop.

 The majority of respondent (36%) purchase food items at more store

and 29% purchase vegetables and fruits. It shows customers are not

concerned for one department.

 Out of 240 respondents 33% of them shop at more because it is

convenient for them and other 33% of them because of availability of

variety of products.

 The analysis of tangibility component shows 71.15% satisfaction level

of respondents and there is a gap score of 1.96 suggests that there is

scope for further improvement to achieve a full 7. 68.

 Analysing reliability component shows that 71.98% satisfaction level

towards reliability from the respondents. There is still more scope for

improvement in reliability component by which the gap of 1.96 out of

7 can be covered.

 Assurance component has satisfaction level of 72.17%. The gap score

of 1.94 out of tells the scope for improvement.

 The respondents tell that the empathy shown by more store is satisfied

to the level of 70.80%. And gap score 2.03 out of 7 has to be covered

to satisfy all customers to the best.

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NEW HORIZON COLLEGE, KASTURI NAGAR
 THE STUDY OF RECRUITMENT AND SELECTION PROCESS IN MORE REATIL PVT LIMITED

 The responsiveness of more store gives 71.11% satisfaction level to the

respondents.

 Overall the assurance of more store has more satisfaction level

(72.19%) and fewer gaps with 1.94 out of 7, this may be because the

assurance statement contains the behaviour of employees instils

confidence statement which has high satisfaction level. Apart from this

tangibility component has more satisfaction level (71.98%).

 Using regression and Anova test it was found that all the 5 dimensions

of service quality has a affect on customer perception and all the null

hypothesis were rejected.

 Using correlation it was observed that Responsiveness and Empathy

has a strong relationship on customer perception.

CONCLUSIONS:

More is one of the best retail store, which serves for the need of salaried class or

medium, low level income people. It attracts more number of customers with its

products and services. The More stores have begun after in detail research to

understand the needs and expectations of the Indian consumers. More is the

answer for the shopping needs of the Indian housewife who wants a modern

and convenient retail destination in her neighbourhood, with an attractive and a

consistent range of products. The study has helped to understand customer

perception and satisfaction using SERVQUAL method. The assurance of More

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NEW HORIZON COLLEGE, KASTURI NAGAR
 THE STUDY OF RECRUITMENT AND SELECTION PROCESS IN MORE REATIL PVT LIMITED

store gave high satisfaction than other dimensions and even reliability also gave

high satisfaction to the customers. Responsiveness and Empathy has a strong

relationship on customer perception. By understanding customers perception

towards this entire component it had given more light to the study, hence made

easy to develop the future strategies. The study has shown the customers

perception and satisfaction towards more stores, which is helpful to More

stores.

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NEW HORIZON COLLEGE, KASTURI NAGAR