A PROJECT REPORT

ON (CRM) IN
PANTALOONS

Submitted in partial fulfilment of term paper

MBA
MASTERS IN BUISNESS ADMINISTRATION
(2021-2023)
Under guidance: Hari shankar shyam

Submitted by: Rohan Singh MBA(21-23)

SHARDA UNIVERSITY GREATER NOIDA< 201310

 CERTIFICATE OF ORIGINALITY
This is to certify that the project report entitled
PANTALOONS RETAIL MANAGEMENT LTD. (CRM) submitted
to PANTALOONS, EXHIBITION ROAD in partial fulfilment of
the requirement for the award of the degree of Masters of
business administration (MBA) is original work to the best
of my knowledge carried out by , ROHAN SINGH
(2021355075) under the clear guidance of MR. VINOD
KEWAT , MR. MANISH SINGH. MR. MD. SHYAM ANSARI &
MR. ARIJIT GHOSH. I would like to thank everyone for
guiding me in every aspect and making this a joyous
experience.

Sign of student:

Sign of guidance:

MR. VINOD KEWAT ____________

MR.MANISH SINGH ____________

MR. MD. SAMAUL ANSARI___________

DATE:

ADDRESS : EXHIBITION ROAD , PANTALOONS LTD.

 PREFACE
Following report is the outcome of my research, which I
undertook in the PANTALOONS RETAIL INDIA LTD.
Which is a future group ltd?

The project which given to me was on:

“ CUSTOMER RELATIONSHIP MANAGEMENT & CUSTOMER

SATISFACTION”

The basic objective of my research to find out the ways,

how to increase the contribution of green card members in
the current sale of the store and also to learn how the other
departments are performing their work.

In order to find out the customers taste & their satisfaction

level from the PANTALOONS,

It might be possible that the conclusion drawn from the

study might not reflect the actual situation regarding the
project, but it gives a fair regarding the current trend.

The outcome of the study attempts to throw some light on

the current state of consumer mind, taste and preference
regarding the brands and product available in the store.
 ACKNOWLEDGEMENT
I take this opportunity to thanks all those people that
helped me and guided me during my research.

First of all, I acknowledge a deep indepetence to the

management of PANTALOONS RETAIL INDIA LTD.
Who kindly permitted me to undertake the research in their
organisation?

I express my deep gratitude to MR. VINOD KEWAT for their

support and guidance throughout the project.

I am very thankful to MR. MD.SAMAUL ANSARI

(DEPARTMENT MANAGER) PANTALOONS &my sincere
thanks to all faculty members who guided me to prepare
this project report.
 INDEX

❖ DECLARATION
❖ OBJECTIVES
❖ RESEARCH METHODOLOGY
❖ SWOT ANALYSIS OF PANTALOONS
❖ ANALYSIS AND INTERPRETATION
❖ CONCLUSION
❖ RECOMMENDATION
❖ LIMITATIONS
❖ APPENDIX

● Bibliography

● Questionnaire
 DECLARATION

I ROHAN SINGH hereby declare that the project report titled

“CUSTOMER LOYALTY ROGRAM AND CUSTOMER
SATISAFACTION” has been written by me on the basis of
my research at PANTALOONS RETAIL INDIA LTD.
During July-Aug 2021, and has not been submitted
anywhere in manner.
 OBJECTIVES OF
RESEARCH

The objectives of my research are as follows:

⮚ Firstly it helped me to know about the intentions of

consumer for purchasing a particular product.

⮚ It helped me to know about the factors which influence

consumer buying behaviour.

⮚ It helped me to get insights about the customers

personal opinion about the brands available in the
store.

⮚ Helped me in knowing about their level with the

services, product quality as well as variety in the store.
 SWOT ANALYSIS OF PANTALOONS

STRENGTHS WEAKNESSES

Pantaloons have wider range

of products with better quality
Competitors have widest range
and price.
of the product.
Creativity in design and always
Long exchange process, which
known for fresh fashion.
waste the time of customers.
Pantaloons has ability to
Lack of work force
supply according to the
demand of customers. Communication gap between
employee and customers
Pantaloons is very friendly to
their business clients even Customers are not satisfied by
small business clients. the schemes running in the
store
It has ability to understand the
needs of customers Store is not for the low middle
class customers because of
Good communication and
high range of prices
cooperation among staff
members There is no incentive program
for employees, which can
Entertainment programmes run
motivate them to work hard
in the store to motivate
employees
OPPURTUNITY THREAT

More consumers’
Pantaloons is facing
preference for retail
strong competition from
shopping, because of
PATNA CENTRAL & BIG
better quality and prices
BAZAAR
Pantaloons provide better
Pricing pressure
services to their Green
card members More variety of products
range offered by
More investments in
competitor
machineries, men and in
management to improve
quality standards

Expansion in the product

range and value addition
Analysis
And
Interpretation

(.) ARE YOU SATISFIED WITH THE VARIETY

AVAILABLE IN EACH BRAND?
I have taken this question, to know the satisfaction level of
customers with the variety available in each brand. In this
question, I tried to define the satisfaction level through the
point 1-10, where stands for people who are unsatisfied, 5
stands for neutral satisfaction level, whereas 10 reflects for
highly satisfied person.

In this question there are only 7 people out of 100, who are
not satisfied with the variety available in each brand, 28
people has the low or neutral level of satisfaction whereas
62 people has high level of satisfaction and 3 people has
highest level of satisfaction. By that, I come to known that
the level of satisfaction is high.

(.) ARE YOU SATISFIED WITH THE PRICE?

I have taken this question to know the satisfaction level of
customers with prices of products. This question has 2
options YES/NO. In response of this question I got that there
are only 14% people are not satisfied with the price and
86% are satisfied.

For any company it’s very important to satisfy their

customer on price tag, to convert 14% people into Yes
category, store should include more variety on each brand
with low price.

(.) WHICH SECTION YOU LIKE MOST IN

RESPECT OF QUALITY, VARIETY AND PRICE?

I have taken this question to know the section which is

preferred by most of the customers in respect of prices,
quality & variety. This question has four options Men,
Women, Kids& General Merchandise.

In response of this question I got 42 people out of 100 prefer

or like Women section, 35 people like Men section, 14
people like Kids section and 9 people like general
merchandise. So the most preferred section by customer is
women section.

(.) HOW OFTEN DO YOU SHOP?

I have taken this question to know the shopping habit of the

people, hoe frequent they shop. This question has four
options Daily, Weekly, Monthly and Biannually.

In response of this question I got 6 people out of 100 shops

daily from the stores, 29 people shop weekly, 58 people
shop once in a month and 7 people shop biannually. So by
this question I got maximum number of people shop once in
a month.

(.) ARE YOU SATISFIED WITH THE SCHEMES

RUNNING IN THE PANTALOONS?

I have taken this question to know the satisfaction level of

customers by the schemes running in the store. This
question has two options, Yes/No.

In response of this question I got that there 30 people out of

100, who are not satisfied with schemes running in the
store, but ratio of satisfied people is always high in
Pantaloons, 70% people are generally satisfied with the
schemes running in the pantaloons.

By this question I come to know that the schemes which run

in Pantaloons outlet are quite effective and directly touch to
customer.

(.) GENERALLY, YOU SPEND IN SHOPPING AT A

TIME

I have taken this question to know the lump-sum amount a

customer can spend at a time. This question has four
options, 0-1000, 1000-5000, 5000-10000, 10000+.

In response of this question I found there are 14 people who

spend up to Rs.1000 at a time, 68 people spend up to 5000,
15 people spend up to 10000 and 3 people spend more than
10000 at a time.

Most of customer usually spends 1000 to 5000 which shows

that Pantaloons Retail easily attract to middle income
group.

(.) GENERALLY, YOU SPEND MORE FOR

I have taken this question to know the customers’

preference in respect of cloth, accessories, Jewellery and
cosmetic. The question has four options, Cloth, Accessories,
Jewellery and cosmetic.

In response of this question, I got that 71 out of 100 prefer

to buy clothes, 23 prefer accessories, 5 prefer jewellery and
prefer cosmetic. So the conclusion from this question is that
most people like to buy apparels first then accessories,
jewellery and cosmetic.
So the company should also pay more attention on
accessories, jewellery and cosmetic. So that each section of
the store become most preferred section by the customers. (

(.) WHAT DRIVES YOU TO OTHER PLACES?

I have taken this question t know the reasons, which drives

customers’ to other places. This question has six phases
ambience, product, price, service, quality and any other.
In response of this question I got that 16% people prefer
other outlets because of Ambience, 23% because of product
& variety, 22% because of price, 12% because of services,
20% because of quality, and 7% because of any other
reasons.

So company should focus on these areas. Pantaloons should

increase it’s product range because most number of
customers go to other outlet because of less product
variety, it should also focus on services, quality and
ambience.

(.) BESIDE PANTALOONS WHICH OUTLET YOU

VISIT MORE?

I have taken this question to know that which outlet is

preferred by customers other than Pantaloons. This
question has three options, life style, shoppers stop, globus.
In response of this question I got 44 out of 100 prefer
shoppers’ stop, 39 people prefer Lifestyle and 17 people
prefer Globus.

It means shoppers’ stop is the main competitor of

Pantaloons. Pantaloons should focus on the schemes
running in the shoppers’ stop.

(.) WHAT THINGS WOULD YOU LIKE TO SEE

IN PANTALOONS SO THAT YOU CAN SHOP
MORE FROM HERE?

I have taken this question to know what customers want to

see respect of improvement. This question has four options
quality Discount, Variety and brand. This question will help
us to know that, the customers’ view, what they want to
see in Pantaloons, so that they shop more from Pantaloons.
In response of this question I got that 45% people like cash
discount and the will shop more if they get discount,28%
people want to see more variety in Pantaloons, 15% people
want more brand and 12% people want better quality. By
this I come to know that mostly customers want discount
and variety.
 RECOMMENDATION

✔ Since PANTALOONS STORE, PATNA is situated

beneath the flyover so customers do not find it easily,
so PANTALOONS should arrange a big board of
advertisement written where it is and also a more line,
i.e. ensure gift for kids, on the entrance of the mall.
✔ Since customers want more brands, so
PANTALOONS should increase the number of
brands in the store, i.e.
 BLACKBERRYS, ALLENSOLLY, CODE, KAPPA,
MADAME.
✔ Since customers want more services from
PANTALOONS should increase the services in the
store.
✔ PANTALOONS make their exchange process easier
& alteration process because its time taking, which
irritate the customer.
✔ PANTALOONS should also take some effective steps
to change the misconception about price factor of the
outlet & the best step is advertisement.

BIBLIOGRAPHY
❖ COMPANY WEB-SITE (www. Pantaloons.com)

❖ COMPANY BROWSERS & ANNUAL REPORT

❖ KOTLER PHILIP, MARKETNG MANAGEMENT

❖ C.R. KOTHARI, RESEARCH METHODOLOGY