A PROJECT REPORT ON CUSTOMER BUYING

BEHAVIOUR IN PANTALOONS

Submitted in partial fulfilment of the requirement of MBA DEGREE

MBA

MASTER IN BUISNESS ADMINISTRATION

(2021-2023)
Submitted by:

ROHAN SINGH

MBA BATCH( 2021-2023)

ROLL NO- 210251168

ALUMNI-ANIL KUMAR

UNDER THE GUIDANCE OF

DR. SONAKSHI

STUDENT DECLARATION
Certified that this Comprehensive Project Report Titled “
………………………………………………………………” is the bonafide
work of Mr./ Ms. ……………………………… ( Enrolment No.
………………………………………) who carried out the research
under my supervision. I also certify further , that to the best
of my knowledge the work reported herein does not form
part of any other project report or dissertation on the basis
of which a degree or award was conferred on an earlier
occasion on this or any other candidate.

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

contribution of Pantaloons has been invaluable in making
this project successful.

I am very thankful toMPANTALOONS &my sincere thanks

to all faculty members who guided me to prepare this
project report.
 INDEX

 DECLARATION
 INTRRODUCTION

 OBJECTIVES

 RESEARCH METHODOLOGY

 SWOT ANALYSIS OF PANTALOONS

 ANALYSIS AND INTERPRETATION

 CONCLUSION

 RECOMMENDATION

 LIMITATIONS

 APPENDIX

 Bibliography
 Questionnaire
 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.
 RESEARCH METHODOLOGY
It refers to a way to systematically equating the research
problem. Under this we study how many steps are adopted
by a researcher in order to study his research problem. The
main role of researcher should be he should be not only
knowing the research methods but he should also have a
good hand in methodology. Researcher should not only
know about developing indices , tests or calculating the
mean, median mode and he should know how to apply this
in general situation.

Secondly the scope of research methodology is much more

than research methods, thus, whenever we talk about the
research methodology we just not only talk about the
research methods but we also consider the logic which is
behind the methods we use in the context of our research
study.
 RESEARCH INSTRUMENT

The research instruments generally used to collect primary

data are questionnaires and mechanical instrument. Some
of these are:

QUESTIONNAIRE :-

Questionnaire are formal sets of questions, prepare to

collect the require information, this is one of the most
effective and popular technique used in survey.
Questionnaire is a tool which provides right information.

SAMPLING : -

Proper sampling design is essential in marketing research so

the sample has to be collected in such a way that it
represents the entire population. My project is based on
consumer awareness so I am taking sample of those people
who shop regularly.

SAMPLE UNIT :-

The portion of the population that researcher need to target

and that represent the entire population is known as sample
unit. So I am targeting those customers who shop regularly
and visit store regularly.

SAMPLE SIZE :-

The size of the sample is an important element in the

research process so I am taking 100 people.

COLLECTION OF DATA :-

In dealing with customers it is often found that data, at

hand are inadequate, and hence it became necessary to
collect data that are appropriate and adequate. There are
two way of collecting the appropriate data:-

1. BY OBSERVATION :
This method implies the collection of information by
investigator’s own observation, without interviewing the
respondents. In survey many times I observed that this
customer is interested to fill up the questionnaire or is really
interested in the services, variety and brands provided by
Pantaloons.

2. PERSONAL INTERVIEW:-

I have also collected my data through Personal interview. I

made a well-structured questionnaire and asked them their
awareness about brands products.
Secondary data :

Secondary data is collected from the company internal and

external resources. While the internal resources include the
company literature, sales report, broachers, pamphlets etc.
and the external sources could be included magazines,
newspaper etc.

RESEARCH TYPE :-
My project based on consumer awareness so I am taking
descriptive and informative research. The main advantages
of this research that I have no control over the variable. I
have done my survey in Pantaloons store. Patna.

Sampling method :

In my research I have used deliberate sampling. This

sampling method involves purposive or deliberate selection
of a particular unit of the universe. It can be also known as
convenience sampling.
 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 More variety of products
card members 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.
 CONCLUSION

The research findings of the study are:

 Many of the customers who visit the
pantaloons store are females and the most
preferred brand by the customer is
honey.
 From above research findings I found that
the most preferred section is women’s
that is 51% and 65% of the customers
visit the store once in a month.
 Pantaloons has became a point of
attraction to customers due to its regular
discount offers and luring schemes
provided by the store but unfortunately
the customers are not finding it promising.
 Most of the respondents who are visiting
pantaloons did not find all sizes in
footwear.
 SUGGESTIONS

 Firstly the variety of each and every

product with different sizes should be
accessible to the customers and a
separate play zone should be made for
children who come with their parents.
 Pantaloons should increase the variety in
traditional wear for women.
 Number of billing counter should be
increased during the period of sales in
order to fasten the billing process.
 In order to make a good relation with
customers the staff members should be
fully trained.
 Before thinking to implement any offer or
sale it should be analysed before
generating to the customers.
 LIMITATION

 The study is only limited to those visitors only who

visit the pantaloons.
 The study is only restricted to PATNA and the
sample size was 100 and due to that there are
chances of error while analysing the data.
 Many consumers who are in hurry didn’t gave
some genuine response, this could be the possible
limitation of my project.

BIBLIOGRAPHY

 COMPANY WEB-SITE (www. Pantaloons.com)

 COMPANY BROWSERS & ANNUAL REPORT
 KOTLER PHILIP, MARKETNGMANAGEMENT
 QUESTIONNAIRE
1. NAME:
2. AGE: GENDER: Male/Female
3. Are you a green card member?

Yes No

4. Which type of clothes you like most?

Casual Formal Ethnic

QUESTION NO. 5 TO 7 ARE DEFINING THE LEVEL OF

SATISFACTION (1- unsatisfied; 5- average; 10- highly
satisfied )

5. Are you satisfied with the previous services provided

by the PANTALOONS?

1 2 3 4 5 6 7 8 9 10
6. Are you satisfied with the brands available in the
store?

1 2 3 4 5 6 7 8 9 100
7. Are you satisfied with the variety available in the
store?

1 2 3 4 5 6 7 8 9 10
8. You like any specific brand, and which brand:
 9. Are you satisfied with the price?

Yes No

10.Which section you like most in respect of quality, variety

and price?

Men Women Kids

GEN. MERCHANDISE

11.How often do you shop?

Daily Weekly Monthly Biannually

12.Are you satisfied with the schemes running in the

Pantaloons?

Yes No

13.Generally you spend in shopping at a time-

0-1000 500-1000 5000-10000 10000+

14.Generally you spend more for

Clothes Accessories jewellery Cosmetic

15. What drives you to other places?

Ambience Product Price Service

Quality any other

16. Beside Pantaloons which outlet you will visit:

Patna Central Big bazaar Westside

Reliance Trends