INTRODUCTION GANESHA AT A GLANCE

Ganesha Ecosphere Ltd. entered into business in 1987. Over the Years, the Company has
emerged as one of the leading PET- recycled RPSF manufacturers in India. We pioneered
the manufacture of Recycled Polyester Staple Fibre (RPSF) and Recycled Polyester Spun
Yarn (RPSY) from pre and post consumer PET Bottle scrap under the leadership and
visionary farsightedness of our illustrious Chairman cum Managing Director Shri Shyam
Sunder Sharmma. Ganesha is headed by a team of dynamic professionals.

Being into sustainable business of PET bottle Recycling, we aim to collect maximum
PET waste through our 20+ collection centres across India and minimize its
environmental impact by turning it into resource.

Having its manufacturing units at Kanpur (Uttar Pradesh), Rudrapur (Uttarakhand), and
Bilaspur (Uttar Pradesh) Ganesha has a cumulative capacity of 97800 Tonnes per
annum(87,600 TPA of RPSF and 7200 TPA of RPSY and 3000 TPA of Dyed and
Texturised/ Twisted Filament Yarn) of RPSF and yarn.

Our products find application in the manufacture of textiles (T-Shirts, body warmers
etc.), functional textiles (non-woven air filter fabric, geo textiles, carpets, car upholstery)
and fillings (for pillows, duvets, toys).

 
We recycle discarded PET bottles into user friendly polyester staple fibre and polyester
spun yarn having versatile applications. To source raw material (Pet bottle waste) we
have developed a network of scrap dealers and contractors who in turn work through rag
pickers for supplying the PET waste to the Company. Contractors also supply directly
from various cities. In addition to that Company source raw material through a panIndian
network of 20+ collection centers. These collection centers are franchisee-driven. PET

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waste are being crushed and baled at collection centers and sent to factories for further
processing. Network enables collection of about 225 tons of PET waste daily.

First of all the waste PET bottles are collected, compressed, packed into bales and
shipped to the processing factory. Then, the plastic bottles are sorted to remove non PET
stuffs. Then they are cleaned, chipped to small flakes and converted into RPSF through
high speed extruders in a non-chemical process. We are solely responsible to keep
environment healthy, that’s why no polluting chemicals are being used. High end
drawing and crimping machines are used for the process.

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 OBJECTIVES

 To know customer attitude towards customers loyalty program at Bareilly store.

 To know about customer loyalty program who contribute to converting

customers into clients.

 To know customer satisfaction with Pantaloons Bareilly

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 BOARD OF DIRECTORS

Lead by Mr Shyam Sunder Sharmma, Ganesha Ecosphere Ltd. boasts of a strong Board
comprising 12 qualified and experienced Directors.

Mr. Shyam Sunder Sharmma

Chairman-cum-Managing Director

Mr. Vishnu Dutt Khandelwal

Executive Vice-Chairman

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 Mr. Vishwa Nath Chandak
Non-Executive Independent Director

Mr. Pradeep Kumar Goenka

Non-Executive Independent Director

Mr. Surendra Kumar Kabra

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 MEDIUM TENACITY SEMI DULL /OFF WHITE

Unit 1.5 Dn 3.0 Dn 1.5/2.5/6.0 Dn

DENIER ~ ±0.05 ±0.10 ±0.10

LUSTURE ~ Semi Dull Semi Dull Trilobal

CUT LENGTH Mm ±2 ±2 ±2

TENACITY Gpd 5.15 - 5.30 4.2 - 4.5 4.0 - 4.3

TENACITY CV % 15 (±2) 15 (±2) 15 (±2)

ELONGATION % 24 to 28 35 to 40 35 to 40

ELONGATION CV % 28 28 28

CRIMPS per inch 8 to 10 8 to 9 8 to 9

MOISTURE % 0.50 0.50 0.50

FUSE FIBRE % 0.06 0.06 0.60

OPU % 0.20 0.20 0.23

Cross Section ~ Round Round Triangular

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1. Spinning yarns for apparel textiles, Ne 8 - 40s, open-end or ring-spun.
2. It can be spun into yarns as 100% polyester or in blends with cotton, viscose or other
natural and man-made fibers.
3. Good Substitute for virgin prime grade PSF
4. Cut lengths - 32, 38, 44, 51, 64, 76, 102,128 mm.
5. Trilobal: Suitable for making spun yarns which needs a good shiny luster.
Targeted to manufacture superior quality yarns to make medium priced suiting’s, dress
materials and furnishing fabrics. These fabrics have superior luster and feel similar to
higher priced worsted suiting and dress materials.

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 DOPE DYED COLOURS INCLUDING BLACK

Unit 1.5 Dn 3.0 Dn

DENIER ~ ±0.05 ±0.10

LUSTURE ~ Dope Dyed Dope Dyed

CUT LENGTH Mm ±2 ±2

TENACITY Gpd 4.9 - 5.1 4.0 - 4.3

TENACITY CV % 15 (±2) 15 (±2)

ELONGATION % 24 to 30 35 to 40

ELONGATION CV % 28 28

CRIMPS per inch 8 to 10 8 to 9

MOISTURE % 0.50 0.50

FUSE FIBRE % 0.09 0.09

OPU % 0.23 0.23

Cross Section ~ Round Round

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1. Spinning yarns for apparel textiles, Ne 8 - 40s, open-end or ring-spun.
2. It can be spun into yarns as 100% polyester or in blends with cotton, viscose or
other natural and man-made fibers.
3. Reproducibility of color and uniform shade available for larger orders.
4. Dope dyed fibre has superior tenacity and cohesion properties and original spin
finish as compared to disperse dyed fibre, resulting in trouble free working and
higher productivity.
5. Dope dyed fiber does not require additional spin finish application as in the
case of disperse dyed fibre.
6. Dope dyed fibre is eco-friendly as disperse dyed fibre cause water pollution, dye
wastage.
7. Higher all around fastness.
8. Good Substitute for virgin prime grade PS F.
9. Cut lengths - 32, 38, 44, 51, 64, 76, 102, 128 mm.
10. Black and Dope dyed shades can also be available in 1.5/2.5/6.0 do Trilobal
fiber.
GESL has successfully introduced around 200 shades and can further develop as
per specific need of the customer.

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ORGANIZATIONAL STRUCTURE

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CONTACT NO.

Ganesha Ecosphere Ltd. 

113/216-B, 
Swaroop Nagar, 
Kanpur - 208002

+91-512-2555504-06
+91-512-2555293
gesl@ganeshaecosphere.com

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 OUR VISION

To become a Global Corporate citizen committed to recycle every PET bottle which is
thrown into waste with world class recycling facilities and to create wealth for our
stakeholders through conducting business around social and environmental concerns.

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 OUR MISSION

With an increasing growth and rapid progress in technology, we focus on to give our
clients the best we can in terms of recycled products. Our Mission is

 To be a high-performance organization by making the best use of resources and

empowering people.

 To be the preferred choice of our customers by providing world class customer

services.

 To maintain high levels of quality in our products through innovative research and
technology development in our processes, products and applications.

 To build relationships with stakeholders based on trust, transparency and ethical

business conduct.

 To contribute to the cause of making our planet a better place to live in for the
present and future generations.
Shared Values
 Excellence in whatever we do.

 Delivering innovative products.

 Results through teamwork.

 Uncompromising integrity

 Trust and respect for everyone.

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 PRODUCT APPLICATION

NEEDLE PUNCH NON WOVEN

FILLING

WADDING

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 INSULATION

CUSHIONS / PILLOWS / QUILTS

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Product Application

WET LAID

SPINNING MILL

GEOTEXTILE

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FILTRATION INDUSTRY

AUTOMOTIVE

ARTIFICIAL FUR FABRIC

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Others Non Woven Applications

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19
20
 APPLICATION : FIBRE FILLING (PILLOWS, QUILTS, MATTRESS, SOFT
TOYS)

Hollo mechanical crimp

Unit 4.0 Dn 6.0 Dn 15.0 Dn

DENIER ~ ±0.5 ±1.0 ±1.5

LUSTURE ~ Semi Dull Semi Dull Semi Dull

CUT LENGTH mm ±3 ±3 ±3

TENACITY gpd 3.5 to 3.7 3.5 - 3.7 3.0 - 3.5

ELONGATION % 35 38 45

CRIMPS per inch 5 to 7 5 to 7 5 to 7

MOISTURE % 0.50 0.50 0.50

FUSE FIBRE % 0.10 0.10 0.10

OPU % 0.25 to 0.30 0.25 to 0.30 0.25 to 0.30

Hollowness % 15 to 16 16 to 18 18 to 20

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RECYCLED POLYESTER SPUN YARN

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 SPUN YARN PRODUCTS

SPECIFICATION FOR NSE 18 S

Grade Grade Grade

Specification Tolerance AA A AA Grade A Grade AA Grade A

Shade Grey Grey Black Black Dyed Dyed

Actual Count 18s Ne(± 0.3) 18.00 18.00 18.00 18.00 18.00 18.00

CSP (±150) 5500 4400 5200 4200 5400 4300

Uster % (± 0.40) 8.50 9.20 9.00 9.80 8.50 9.40

Thin(-50%) Per 100 Km(± 1) 0 0 0 1 0 1

Thik(+50%) Per 100 Km(± 4) 3 6 6 11 6 8

Neps (+200%) Per 100 Km(± 6) 22 35 27 90 39 28

Per 100 Km(±

Total IPI 11) 25 41 33 102 45 37

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 SPECIFICATION FOR NSE 30 S

Grade Grade
Specification Tolerance Grade AA Grade A AA Grade A AA Grade A

Shade Grey Grey Black Black Dyed Dyed

Actual Count 30s Ne(± 0.3) 30.00 30.00 30.00 30.00 30.00 30.00

CSP (±150) 4900 4200 4600 3600 4800 3700

Uster % (± 0.40) 10.50 11.00 10.50 10.50 10.50 11.50

Thin(-50%) Per 100 Km(± 2) 5 5 5 10 10 10

Thik(+50%) Per 100 Km(± 4) 5 15 5 25 20 15

Neps
(+200%) Per 100 Km(± 6) 60 50 40 135 90 125

Per 100 Km(±

Total IPI 12) 40 70 50 170 120 150

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 MANUFACTURING PROCESS

PET RECYCLING

What is PET?

PET (Polyethylene Terephthalate) is a plastic resin and the most common type of
polyester which was discovered in 1941 in England. Two monomers named as (modified
Ethylene Glycol and purified Terephthalic acid) are combined to form the Polyethylene
Terephthalate.

Why PET?

PET plastic is used to pack products by manufacturers because of its thermo-stability,

strength, and transparency. Customers prefer PET because of its various attributes -
lightweight, inexpensive, re-sealable, and 100% recyclable.PET can be recycled multiple
times and into many forms such as bottles, fiber for carpets; t-shirts fabric or fiberfill for
sleeping bags, fleece jackets; winter coats, sheet and thermoformed (clam shell)
packaging; and industrial strapping; dog beds; and automotive parts such as and door
panels, headliners, bumpers and more.

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 PET SAFETY FACTS:

Is it safe to refill a PET bottle?

Yes, it is absolutely safe as PET bottle itself poses no danger at the time of refilling. PET
does not leach harmful materials into its contents either a beverage is stored unopened, or
bottles are frozen. The PET container has undergone thorough testing under FDA
guidelines to ensure the safety.

Does PET contain Bis-phenol A (BPA)?

No. it does not, it is never used in the production of PET material, nor is it used as a
chemical building block in the manufacture of any PET product. Bis-phenol A is used
just to make polycarbonate from PET.

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 WHY RECYCLE

Recycling is a great way to protect our environment and stimulate our economy.
Recycling prevents pollution, saves resources, supports public health, and provides
employment to needy people. It avoids landfills, saves money and easy to process.
Recycling is to turn waste into new useful products. Here are few amazing facts about
recycling:

 Recycling a single PET bottle can conserve enough energy to light a 60 watt bulb
for up to 6 hours.
 Recycling one ton of plastic bottle can save 1.5 tonne of CO2
 Recycling one ton of PET saves 7.4 cubic yards of landfill space

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 RECYCLING TIPS

Under your kitchen sink, in your fridge, above your washing machine PET bottles can be
easily found around us. Billions of PET bottles are being sold every year, being thrown
away after use ends up in a landfill site posing threat to the environment.

So let’s have a glance at what can those PET bottles be made in to? Here’s everything
you’ve need to know about recycling process

 Check types and number of each bottle you throw and figure out the types of
bottles which can be recycled. Find out the type of PET bottles accepted for
recycling in your area. Many recycling program collect PET bottles made up of
PET (#1), that is soft drink bottles, juice bottles, water bottles etc.
 Keep the bottle caps on and make sure to not throw the cap in separately as it may
become litter.

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 Try to make a habit of bringing empty bottle home to recycle it, if you don’t get
any recycling options around you.

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 COLLECTION POINT

Ganesha enjoys a competitive PET waste collecting capability through a robust pan-
Indian network of collection centers mainly in Northern and Eastern parts of India. These
collection centers are being run on franchisee model. Ganesha is in the process of
increasing collection centers to address the problem of growing PET waste.

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 CERTIFICATION OF THE COMPANY

Recycled certification demonstrates your commitment to secure the natural resources

helps you to cater the client’s needs and can qualify your products for environmentally
preferable purchasing. These certifications help recyclers to demonstrate the commitment
for conserving the natural resources and help you fulfill your client’s needs.

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 CUSTOMER SATISFACTION

Customer satisfaction is the individual’s perception of the performance of the products or

service in relation to his or her exceptions. Customers usually will have drastically

different expectations.

The concept of customer satisfaction is the function of customer expectations. A

customer whose experience falls below expectations will be dissatisfied and customer

whose expectations are exceeded will be highly satisfied or delighted.

The research indicates that there are rewards for having satisfied customers which is

depicted as below:

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 SATISFIED CUSTOMERS

CUSTOMERS TO PURCHASE FROM YOU

(As long as nothing better comes along)

ARE LIKELY TO PROVIDE YOU WITH 3 TO 5 REFERRALS OVER THEIR

LIFETIME OR PURCHASING

UNDERSTANDING THE CONSUMER BASED ON VARIOUS PERSONALITY

TYPE:

Marketers are interested in understanding how a difference in personality influences

consumption behaviour because such knowledge enables them to understand consumer

and to segment and target those consumers who are likely to respond positively to their

product or service communications.

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ATTRACTING CUSTOMERS

Today’s customers are becoming harder to please. They are smarter, more price

conscious, more demanding, less forgiving and they are approached by many more

competitors with equal or better offers. The challenge, according to is not to produce

satisfied customers but to produce delighted and loyal customers.

Companies seeking to expand their profits and sales have to spend considerable time and

resources searching for new customers. To generate leads, the company develops ads and

places them in media that will reach new prospects; it sends direct mails and makes

phone calls to possible new prospects; its sales person participate in trade choice where

they might find new leads; and so on. All this activity products a list of suspect. The next

task is to identify which suspects are really good prospects.

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 CUSTOMER RETENTION

The over objective of providing value to customers continuously and more effectively is

because the competitors also to try to acquire highly satisfied ( Even delighted) customers

; the organization’s strategy of customer retention makes in the best interest of customer

to stay with the company rather than switch to another firm. In almost all business

situations it is more expensive to win new customers than to keep the existing ones.

Studies have shown that small reductions in customer defections produce significant in

profits because of the following reasons.

1. Loyal customers buy more products

2. Loyal customer are less price sensitive and pay less attention to competitors

advertising

3. Servicing existing customers, who are familiar with the firms offering and

processes, is cheaper.

4. Loyal customers spread positive word or mouth and refer other customer.

Further, more, marketing efforts involved in attracting new customers is

expensive, rather in saturated markets, it may be impossible to find new customers.

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 RELEVANCE OF POST PURCHASE BEHAVIOR

After purchasing the product, the consumer will experience some level of

satisfaction or dissatisfaction. The marketer’s job does not once the produce is sole.

Marketers need to constantly monitory post purchase satisfaction, post purchase actins an

post purchase produce uses.

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 POST PURCHASE SATISFACTION

What determines whether the buyer will be highly satisfied, somewhat satisfied, or

dissatisfied with the purchase? The answer to this question can be given as: buyer

satisfaction is the function of the closeness between the buyer’s expectation and the

products perceived performance.

Consumers from their expectation on the basis of messages received from sellers, friends

and other source that give information for instance even a sales promotion offer. As the

gap between the expectations and performance becomes larger and larger the greater is

the consumer dissatisfaction. This is where the consumer’s coping style comes in to play.

Some consumers magnify the gap when the produce is not perfect, and they are highly

dissatisfied, others minimize the gap and are less dissatisfied.

The importance of studying the post purchase satisfaction suggests that the product

names must truthfully represent the product’s likely performance. Some seller’s might

even understate performance levels, so that consumers experience higher – than –

expected satisfaction with their product.

Customers Satisfaction is the critical strategic weapon for any enterprise as we move

towards the 21st century. The message is simple:

Every company must regard each of its customers as a valuable, irreplaceable asset and

treat him or her as they themselves would wish to be treated. The customers are the

organization’s natural resources. The organization will be doomed as a civilization in

spite of all the material accomplishment if its squanders its natural resources. The

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organization will face an equally bleak future if it let its customer resources depart

without any conscious efforts to retain them.

Customer Satisfaction is so powerful that it can be quantified. Customer satisfaction deals

with data, nor theory, and there is a beauty of data:

If we can define it we can measure it

If we can measure it we can analyze it

If we can analyze it we can control it

If we can control it we can improve it

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 1 RESEARCH BACKGROUND

 Research - Quantitative

 Research design - Descriptive study

 Data collection - Primary Data

 Sample area - Bareilly

 Sample size - 50 customers

 Sampling design - Non-probability

 Sampling Technique - Convenience sampling

 Research approach - Survey method

 Research instrument - Questionnaire

 Sampling tool - Structured Question

 Analytical tool - Percentage

39
 RESEARCH METHODOLOGY

Research method is an academic activity and as such as the term should be used in a

technical sense. This research comprises of defining and redefining problem, formulating

hypothesis or suggested solution; collecting; organizing and evaluating data; making

deduction and reaching conclusion; and at last carefully testing the conclusion to

determine they fit the formulating hypothesis. By this way proper methodology is an

essential step in conducting research study.

In recent years, the word methodology has become a "pretentious substitute for the

word method". Many recent uses of the word methodology mistakenly treat it a synonym

for method or body of methods. Doing this shifts it away from its true  meaning and

reduces it to being the procedure itself, the set of tools or the instruments that should have

been its outcome. A methodology is the design process for carrying out research or the

development of a procedure and is not in itself an instrument for doing those things.

Using it as a synonym for method or set of methods, leads to misinterpretation and

undermines the proper analysis that should go into designing research. Generally for any

research study both primary and secondary research are done which facilitates in the

better understanding of the entire study. Primary research helps garner relevant and

adequate data of the current state of affairs pertaining to any subject and provides an

insight into the exact nature of the problem. Owing to the broad and complex nature of

this research topic which would require delving into many aspects of the study including

an ethnographic study which would in turn include a longitudinal time horizon which

cannot be possibly encompassed within this research as it goes

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 RESEARCH DESIGN

A research design is the arrangement of condition for collection and analysis of data in a

manner that aim to combine relevance to research purpose with procedure. The research

design adopted for this study is descriptive type. The objective of such a study is to

answer “who, what, where and how” of the subject under investigation. It is used because

of its extensive flexibility, scope and convenience. A descriptive research study is

basically concerned with narration of particular individual or group with specific

predictions.

sometimes a distinction is made between "fixed" and "flexible" or, synonymously,

"quantitative" and "qualitative" research designs. However, fixed designs need not be

quantitative, and flexible design need not be qualitative. In fixed designs, the design of

the study is fixed before the main stage of data collection takes place. Fixed designs are

normally theory driven; otherwise it is impossible to know in advance which variables

need to be controlled and measured. Often, these variables are measured quantitatively.

Flexible designs allow for more freedom during the data collection process. One reason

for using a flexible research design can be that the variable of interest is not

quantitatively measurable, such as culture. In other cases, theory might not be available

before one starts the research. However, these distinctions are not recognized by many

researchers, such as Stephen Gorard who presents a simpler and cleaner definition of

research design

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 DESCRIPTIVE RESEARCH DESIGN

Descriptive research, is used to describe characteristics of a population or phenomenon

being studied. It does not answer questions about how/when/why the characteristics

occurred. Rather it addresses the "what" question (What are the characteristics of the

population or situation being studied?)  The characteristics used to describe the situation

or population are usually some kind of categorical scheme also known as descriptive

categories. For example, the periodic table categorizes the elements. Scientists use

knowledge about the nature of electrons, protons and neutrons to devise this categorical

scheme. We now take for granted the periodic table, yet it took descriptive research to

devise it. Descriptive research generally precedes explanatory research. For example,

over time the periodic table’s description of the elements allowed scientists to explain

chemical reaction and make sound prediction when elements were combined.

Hence, research cannot describe what caused a situation. Thus, Descriptive research

cannot be used to as the basis of a causal relationship, where one variable affects

another. In other words, descriptive research can be said to have a low requirement

for internal validity.

The description is used for frequencies, averages and other statistical calculations. Often

the best approach, prior to writing descriptive research, is to conduct a survey

investigation

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RESEARCH APPROACH

The survey method was adopted for collecting the primary data. Survey research is the

systematic gathering of data from respondents through questionnaire.

RESEARCH INSTRUMENT

The data for this research was collected by survey techniques using survey method,

guided by questionnaire.

SAMPLING

Sample denotes only a part of the universe / population. The sample represents the

population and is having the same characterizing as the population.

SAMPLING METHOD

Non – probability sampling

CONVENIENCE SAMPLING

Sampling refers the method of selecting items to be observed for the study. The samples

have been selected for the study based on the convenience of the researcher. The method

used here is convenient sampling, where the samples are selected based on the

convenience of researcher.

SAMPLING SIZE

Sampling size is the number of items to be selected from the universe to constitute the

sample. In this study, a sample study of 50 has been chosen.

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SAMPLING AREA

This study was undertaken at ganesha ecosphere.

PERIOD OF STUDY

The study was undertaken between 12June 2017 and 26 July 2017

DATA COLLECTION DESIGN

A marketing researcher has to make a plan for collecting data which may be primary

data, secondary data or both.

PRIMARY DATA

The primary data was obtained by administering survey method, guided by questionnaire

to collect information from customers. The questionnaire are Closed ended

These methods were adopted since the data which is required is highly focused on

customer satisfaction

SECONDARY DATA

The secondary data are collected through various sources like

1. Secondary data are collected through internet related to industry, company,

competitors, etc

2. Review of articles being published on the topic in various magazines and

newspapers

3. Data are also collected from the company brochures etc

44
1. Have you purchased earlier from Ganesha Ecosphere?

PURCHASE
BEFORE FREQUENCY %

YES 50 100

NO Nil Nil

TOTAL 50 100

Sales

YES
NO

INTERPRATATION FIGURE-1

In my research all respondents I met, they all were existing customers.

45
 2. How frequently do you shop in Ganesha Ecosphere?

TABLE.-3

FREQUENCY OF PURCHASE FREQUENCY %

AS PER NEEDS 19 38

MONTHLY 23 46

Yearly 8 16

TOTAL 50 100

Sales
16%

38%

AS PER NEEDS
MONTHLY
Yearly

46%

INTERPRATATION FIGURE-2

This question was to know their need and interest towards Pantaloons,I found that most

of the respondents came to shop when they felt need to buy and they did visit almost in a

month and some customers occasionally used to visit

46
3.In a year how much do you purchase in Ganesha Ecosphere?

Purchase
FREQUENCY %

Less than 8000 6 12

8000-20000 11 22

20000-40000 13 26

More than 40000 20 40

TOTAL 50 100

47
 Sales

12%

40%

22% Less than 8000

8000-20000
20000-40000
More than 40000

26%

INTERPRATATION FIGURE-3

This question was to know purchasing power of customers so Most of the respondents

had long time purchase record

4. Rate your satisfaction level with the purchase you made in

Ganesha Ecosphere?

TABLE.-4

frequency %

Satisfied 56 56

Dissatisfied 44 44

TOTAL 100 100

48
 Sales

44%

Satisfied
Dissatisfied
56%

INTERPRATATION FIGURE-4

This question was to know weather customers are satisfied or not but I found that many

respondents were delighted and satisfied and no respondent was dissatisfied

5.Do you find that all the problems and queries are solved and answered

Satisfactorily at CUSTOMER SERVICE DESK ?

TABLE.-5

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 FREQUENCY %
Agree 16 32
Strongly agree 30 60
Disagree 4 8
Strongly 0 0
disagree 0 0
TOTAL 50 100

Sales
8% 32%
Agree
Strongly agree
Disagree
Strongly
disagree

60%

FIGURE -5 This question was to know that customers attitude towards customer service

and I found that customers were happy with the service and few had denied to be satisfied

with the service

6.Do you receive periodic and proper updates regarding

offers and promotions (mails/sms/calls) from Ganesha Ecosphere?

TABLE-6

50
 Frequency %

Yes 46 92

No 4 8

Total 50 100

Sales
8%

yes
No

92%

INTERPRATATION FIGURE-6

In my survey only 4 respondents did not have PAYBACK card so they were not getting

sms and e.mail updates regarding offers and discount.

7.What do you think about current loyalty program?

TABLE-7

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 Frequency %

Excellent 34 68

Good 16 32

Average 0 0

Not good 0 0

Total 50 100

32%

Excellent
Good
Average
Not good

68%

INTERPRATATION FIGURE-7This was to know customer trust on loyalty program I

found the that according to majority of respondents, loyalty program was at the good

position and no respondent marked it as average and bad program

8.Do you hold privilege cards of any other retailer ?

If yes, which ?

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TABLE-8

Frequency %

Reliance 6 12

Max 4 8

Big Bazaar 9 18

Other 2 4

Total 21 42

Sales
4% 12%

Reliance
Max
Big Bazaar
Other

18%

8%

INTERPRATATION FIGURE-8As we can see that only few respondents were holding

the privilege card of retailer, like Reliance, Max and Big Bazaar.

09. Would you recommend your friends to get enrolled in to the green card program

at Ganesha Ecosphere?

TABLE-09

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 Frequency %

Yes 30 60

No 12 24

May be/cant say 8 16

Total 50 100

Sales
16%

Yes
No
May be/cant say
24%
60%

INTERPRATATION 09-This question was to know that will customers suggest their

friends and relatives to shop from Ganesha Ecosphere and I found that most of the

respondents were eager to tell excellent shopping experience to other people and some

did not want to share with any few respondents were thinking about that

FINDINGS FROM QUESTIONNAIRE

54
 As you can clearly see from the above graphs the loyalty program are usually

preferred by a1l customers who frequently shop at a particular place. Customers

are updated with all offers.

CLP of other organized retailers are still less preferred like- Reliance and Max.

1. Most of the customer purchased earlier from ganesha ecosphere it is 100%

2. Most of the customer frequency of purchased is monthly bases that is 46% and

then as per need that is 38% .

3. Customers purchase in a year mostly more than 40000 it is 40%

4. Most of the customer satisfied 56% with purchase of ganesha.

5. Most of the customer strongly agree 60% that all problems and queries are solved.

6. Customer receive proper updates regarding offer and promotion by mail/sms/calls

that is 92% customer.

7. Most of the customer think excellent 68% about current loyalty program.

8. Most of the customer have Big Bazaar 18% privilege card and after that Reliance

12% and then Max 8%.

9. Most of the customer recommend their friends to get enrolled green card program

that is 60% who say YES and 24% who say NO and 16% who say MAY

BE/CAN T SAY.

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 RECOMMENDATION:

 Billing counter should be placed on two sides at every floor for convenience.

 Process of exchange of products should not be time consuming.

 More Advertisement has to be done to increase the sale.

 Along with discount, Vat charges should be communicated to customers.

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 LIMITATIONS

 I was allowed to process my survey only on weekends.

 I din not find any online survey facility there.

 Targeted respondents were from upper class and upper middle class people.

 I was allowed to process my survey only at customer service desk, not anywhere

in the store.

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 CONCLUSION:

In this report we have analyzed in detail the retail industry .We had initially

started with the evolution of the retail sector in India, then moved with various

loyalty programs and benefits, distribution and the growth of the retail sector. We

have also covered issues like the Foreign Direct Investment in the retail sector, the

untapped opportunities that exist in the retail industry in India. We have also

discussed about the bottlenecks that the retail industry is facing in India

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 BIBLIOGRAPHY

Books-

Kothari, C.R., (2007), “Research Methodology”,New age international publication

ltd., New Delhi

Gupta, A.K & Singh, R.,(2009), “Research Methodology”, Vayu education of

India,New Delhi.

Alexander, Jim & Hill Nigel, (2016), “Customer Satisfaction and Loyalty
Measurement.

Websites-

timesofindia.indiatimes.com/keyword/pantaloons

www.wikipedia.com
www. Ganesha Ecosphere.in

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 ANNEXURE

Questionnaire

1. Have you purchased earlier from Ganesha Ecosphere?

Yes( ) No( )

2. How frequently do you shop in Ganesha Ecosphere?

As Per Needs( ) Monthly( ) Yearly ( )

3. In a year how much do you purchase in Ganesha Ecosphere?

Less Than 8000( ) 8000-20000( ) 20000-40000( ) More Than 40000( )

4. Rate your satisfaction level with the purchase you made in Ganesha

Ecosphere?

Highly Satisfied( ) Satisfied ( ) Dissatisfied ( ) Highly Dissatisfied( )

5. Do you find that all the problems and queries are solved and answered

Satisfactorily at CUSTOMER SERVICE DESK ?

Agree( ) Strongly Agree( ) Disagree( ) Strongly Disagree( )

6. Do you receive periodic and proper updates regarding offers and

promotions (mails/sms/calls) from Ganesha Ecosphere?

Yes ( ) No( )

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7. What do you think about current loyalty program?

Excellent( ) Good( ) Average( ) Not Good( )

8. Do you hold privilege cards of any other retailer ? If yes, which ?

Reliance( ) Max( ) Big Bazaar( ) Other( )

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