SUMMER INTERNSHIP PROJECT ON A STUDY OF

CUSTOMER BUYING BEHAVIOUR TOWARD LULU

HYPERMARKET
In partial fulfillments of the requirements for the awards of the
Degree of
Master in Business Administration(MBA)
Submitted by
( Muskan Mishra)
(AKTU Roll No. : 2201060700128)
Submitted to
(Mrs. Pallavi pathak)
Assistant Professor
School of Management Sciences, Varanasi
(An Autonomous College)
Affiliated to
(Dr. A.P.J. Abdul Kalam Technical University, Lucknow)

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 Declaration

I am composing to inform you that the project entitled “ A study on a customer

satisfaction level towards lulu hypermarket” submitted to the school of management
and sciences is the record of work done by me under the guidance of Mrs.Pallavi pathak
(Assistant professor) and this project is done in the partial fulfillments of the requireme-
nt for the award of the degree of Master of Business Adminstration. The project work I
completed served as the basis for the report ;it was not an imitation. Throughout the
project’s execution, I overcame a few obstacle, but I persisted to make sure the end
product was high of quality

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 Acknowledgment

This paper is the result of many hours of effort and assistance. I would like to express
my sincere gratitude and indebtedness to my project to the organization and its
management for providing us the necessary aid and guidance.

I am immensely grateful to Mr. Noman Aziz Khan(General manger) for providing me

opportunity to prove my skill and shoulder the responsibility through this survey report
I would also like to convey me sincere Gratitude to “Shivam Yadav (HR Executive)”
for his valuable guidance and suggestion while pursuing the project and for taking pain
to give his valuable input to structure the report. Without
His help and valuable input and guidelines, the completion of this project would not
have been possible.

I am appreciative of my educational institution , the School of management sciences

,for giving us the tools and supportive atmosphere we needed to carry out this research
I am thankful to our college dean Dr.PN Jha and coordinator Dr. Amitabh pandey for
providing excellent infrastructure and a nice atmosphere for completing this project
successfully. My mentor Mrs. pallavi pathak, has provided me with significant
guidance and assistance during project ,which has fostered my academic advancement.

Finally ,i would want to thank our friend and family for the support ,tolerance and
comprehension along this journey . Thier unfailing support gave me the will to
continue and conquer obstacles.

It would not have been possible excluding the support of any of the above mentioned
people and institution .This report is a amalgation of hard work and support

Muskan Mishra

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 Preface

Customer happiness is a key performance indicator that reflects a company's longevity

and success in the ever-changing retail industry. Renowned for its wide reach and
dedication to fulfilling the many demands of its clientele, Lulu Hypermarket has
garnered attention as a major participant in the retail sector. This research explores the
complexities of customer satisfaction with Lulu Hypermarket in an effort to identify the
elements that influence the favourable or unfavourable opinions that its customers may
have of it.
Global economic fluctuations, changing consumer preferences, and technology
breakthroughs are all driving constant change in the retail industry. In light of this, it is
crucial for companies looking to not just survive but also flourish in the cutthroat
industry to comprehend the fundamentals of customer happiness. Lulu Hypermarket
presents an intriguing case study for examining the subtleties of consumer satisfaction
and the factors that influence their entire shopping experience because of its extensive
range of goods and services.
This research is motivated by the recognition of the significance of customer
satisfaction in building brand loyalty, fostering positive word-of-mouth, and ultimately
influencing the success of a retail establishment. By conducting a comprehensive
analysis of consumer perceptions towards Lulu Hypermarket, this study aims to provide
valuable insights that can inform strategic decisions for both the business and the
broader retail industry.

The goal of this study is to gather important information that will help guide strategic
decisions for Lulu Hypermarket and the retail industry as a whole. To this end, a
thorough examination of consumer impressions of the store will be conducted.
The report is organised logically, starting with an overview of the goals of the study,
then moving on to a review of pertinent literature, a thorough methodology section that
describes the research strategy, and the data gathering and analysis techniques used. The
study's results will then be presented and examined, providing insight into the different
facets of customers' happiness with Lulu Hypermarket. Ultimately, the research will
wrap up with a summary of the most important lessons learned and suggestions for
retail industry stakeholders.

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 CHAPTER -1

INTRODOCTION OF INDUSTRY

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INTRODUCTION
RETAIL INDUSTRY OVERVIEW

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Establishment of company

The decision to establish Lulu Mall in Kochi was strategic. Kochi, as Kerala's
commercial capital, presented a lucrative market opportunity for a modern, well-
organized shopping mall. The Lulu Group's vast experience in retail and its
commitment to delivering high-quality products and services made it an ideal candidate
to meet the growing demands of consumers in the region.

❖ Size and Scale:

Lulu Mall's physical size and scale are among its most notable features. At the time of
its opening, it was one of the largest malls in India, boasting over 2.5 million square feet
of retail space. This massive space accommodates a wide range of retail outlets,
entertainment options, dining establishments, and more. The sprawling mall provides an
immersive shopping experience, attracting visitors from across Kerala and beyond.

❖ Retail Mix:

Lulu Mall offers a diverse and comprehensive retail mix, catering to the varied tastes
and preferences of its visitors. Some key components of its retail mix include:

1. International and Domestic Brands: The mall hosts a vast array of international and
domestic brands, spanning fashion, electronics, beauty, and more.
2. Hypermarket (Lulu Hypermarket): Lulu Mall houses a hypermarket, which is a
significant draw for shoppers seeking groceries, fresh produce, and household
essentials.
3. Fashion Outlets: Fashion enthusiasts can explore numerous boutiques and clothing
stores, ranging from high-end fashion to affordable apparel.
4. Electronics Stores: The mall features electronics and technology stores, offering the
latest gadgets and appliances.
5. Restaurants and Food Courts: Food lovers have access to a wide selection of dining
options, from local delicacies to international cuisines, all within the mall's food courts
and restaurants.
6. Entertainment: Lulu Mall provides entertainment options such as a multiplex cinema,
gaming zones, and other leisure activities.
7. Specialty Stores: Visitors can find specialty stores offering products ranging from
jewelry and accessories to home goods and decor.

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❖ Economic Impact:
Lulu Mall has made a significant contribution to the local and regional economy. Its
impact can be assessed through various facets:
1. Employment Generation: The mall has created a substantial number of jobs, directly
and indirectly, in areas such as retail, hospitality, security, and maintenance.
2. Business Opportunities: Lulu Mall has encouraged entrepreneurship by providing
space for local businesses and entrepreneurs to showcase their products and services.
3. Increased Footfall: The mall has enhanced the attractiveness of Kochi as a shopping
and entertainment hub, attracting tourists and residents alike.
4. Retail Trade: Lulu Mall has played a pivotal role in boosting retail trade in the region,
both for established brands and emerging businesses.
5. Infrastructure Development: The construction and maintenance of the mall have
contributed to infrastructure development in the surrounding area

❖ Competition and Market Dynamics:

Lulu Mall operates in a highly competitive retail industry. It faces competition from
other shopping malls, retail chains, and e-commerce platforms. Some key aspects of the
competitive landscape include:
1. Other Malls: Kochi has seen the development of other shopping malls, each offering
its unique set of brands and experiences. Lulu Mall competes for footfall and consumer
spending with these competitors.
2. E-commerce: The rise of e-commerce in India has transformed the retail landscape.
Lulu Mall, like other physical retailers, has had to adapt to changing consumer behavior
and expectations.
3. Innovation and Customer Engagement: To remain competitive, Lulu Mall has likely
invested in innovative strategies and customer engagement initiatives. These may
include loyalty programs, online presence, and digital marketing efforts.

❖ Community Engagement and Events:

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Lulu Mall is not merely a shopping destination but also a hub for community
engagement and cultural events. The mall frequently hosts a wide range of activities,
including:
1. Cultural Events: Lulu Mall hosts cultural festivals, art exhibitions, and performances
to celebrate the rich heritage of Kerala and promote local talent.
2. Entertainment Shows: The mall schedules entertainment shows, live performances,
and special events to provide visitors with a holistic experience beyond shopping.
3. Promotions: Regular promotions, discounts, and seasonal sales attract shoppers and
create a buzz in the retail industry.

These activities contribute to the mall's reputation as a dynamic and vibrant center of
social and cultural life in Kochi.

❖ Response to COVID-19:

Like all businesses, Lulu Mall would have been significantly impacted by the COVID-
19 pandemic. It likely implemented strict safety measures to protect customers and
employees, including sanitization protocols, social distancing measures, and mask
mandates. The pandemic may have accelerated the mall's digital transformation efforts,
including online shopping and contactless payment options, to adapt to changing
consumer preferences during lockdowns and social distancing measures.

❖ Future Prospects and Expansion:

The Lulu Group has a history of expansion both in India and internationally. While my
knowledge is limited to information available up to September 2021, the Lulu Group
was actively pursuing plans for further expansion in the retail sector. This could involve
the development of additional malls or retail outlets, particularly in regions with high
growth potential.
As the retail industry continues to evolve, Lulu Mall will likely adapt and innovate to
maintain its position as a leading shopping destination in India. Strategies may include
enhancing the digital shopping experience, diversifying the retail mix, and exploring
sustainable and eco-friendly practices to align with evolving consumer preferences.

❖ Conclusion:

In conclusion, Lulu Mall in Kochi, Kerala, is a significant player in India's retail

industry. Its history, size, retail mix, economic impact, and community engagement

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initiatives make it a noteworthy establishment in the region. While facing competition
and challenges, the mall has demonstrated resilience and adaptability, positioning itself
for continued growth and success in the dynamic and ever-changing world of retail.

Please note that the information provided in this overview is based on my last
knowledge update in September 2021. For the most current information about Lulu
Mall and its industry status, I recommend checking official sources, news outlets, or the
mall's website.

❖ Benefits:
1. Retirement Security: Provident funds offer a structured way for individuals to save
for retirement, reducing the risk of financial insecurity in old age.
2. Tax Benefits: Contributions to provident funds might be tax-deductible, and in some
cases, the interest earned could also be tax-exempt.
3. Employee Loyalty: Offering a provident fund as an employee benefit can enhance
employee satisfaction, loyalty, and retention.
4. Professional Management: Provident funds are often managed by financial experts
who aim to optimize returns on investments.
5. Long-Term Savings: These funds encourage individuals to save consistently over
their working years, promoting financial discipline.

❖ Challenges:
1. Inflation and Returns: Ensuring that the returns from investments outpace inflation to
maintain the purchasing power of savings.
2. Regulatory Changes: Adapting to evolving regulatory requirements can be
challenging for both employers and fund administrators.
3. Changing Workforce Dynamics: The gig economy and changing job patterns can
impact the consistency of contributions and participation in provident funds.

The provident fund industry's success depends on effective fund management,

adherence to regulations, and the ability to provide reliable retirement solutions in a
rapidly changing economic landscape.

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 Industry growth rate and projection vis a vis GDP
Growth.

As of my last knowledge update in September 2021, I don't have access to specific, up-
to-date financial data for Lulu Mall or information on its growth rate and projections
vis-à-vis the GDP growth. Additionally, financial data and projections for individual
shopping malls like Lulu Mall are typically not publicly disclosed in the same way that
national GDP figures are.

However, I can provide some general insights into how the growth of a shopping mall
like Lulu Mall might relate to the broader economic factors, including GDP growth:

1. Correlation with Economic Growth: The performance and growth of shopping malls,
including Lulu Mall, are often correlated with the overall economic growth of the
region or country where they are located. When the economy is growing, people tend to
have more disposable income, which can lead to increased consumer spending at malls.

2. Retail Sector Growth: The retail sector is a significant component of many

economies, and its growth can contribute to overall GDP growth. As GDP grows, so
does the potential for increased retail activity, including shopping mall sales.

3. Consumer Confidence: Consumer confidence plays a crucial role in the performance

of shopping malls. When consumers are optimistic about their economic prospects, they
are more likely to spend, boosting the performance of malls.

4. Regional and Local Factors: The growth of a specific mall like Lulu Mall can also be
influenced by regional and local factors, such as population growth, urbanization, and
competition from other retail establishments.

5. Industry Trends: The retail industry is subject to trends and shifts in consumer
behavior, including the growth of e-commerce. Malls often need to adapt and innovate
to stay competitive in the face of these changes.
To get specific growth rate data and projections for Lulu Mall, you would need to
consult official reports or financial statements from the Lulu Group or relevant
authorities. These sources can provide insights into the mall's performance, revenue,
and growth strategies.

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It's important to note that economic conditions and business performance can change
over time, and projections can vary based on a wide range of factors. Therefore, it's
essential to rely on the most current and authoritative sources for the latest information
on Lulu Mall's growth and its relationship to GDP growth in the region where it
operates.

Product and service are major player of company

Lulu Mall, being one of the largest and most prominent shopping malls in India, hosts a
wide range of products and services through various retail outlets and amenities. While
I don't have access to the specific offerings of every tenant within Lulu Mall due to its
diverse and evolving retail mix, I can provide you with a general overview of the types
of products and services commonly found in major shopping malls like Lulu Mall:

1. Fashion and Apparel:

- International and domestic clothing brands for men, women, and children.
- Designer boutiques offering luxury and high-end fashion.
- Accessories like jewelry, handbags, shoes, and watches.

2. Electronics and Technology:

- Retailers selling consumer electronics, including smartphones, laptops, and home
appliances.
- Specialty stores for gadgets, accessories, and repair services.
- Home automation and smart home products.

3. Beauty and Personal Care:

- Cosmetics and skincare products from various brands.
- Beauty salons, spas, and wellness centers.
- Perfume and fragrance stores.

4. Home and Lifestyle:

- Furniture and home decor stores.
- Kitchenware and appliances.
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 - Bedding and linens.
- Home improvement and DIY stores.

5. Grocery and Hypermarket:

- A hypermarket (e.g., Lulu Hypermarket) offering groceries, fresh produce,
household items, and more.
- Specialty food and beverage stores.

6. Entertainment:
- Multiplex cinemas screening the latest movies.
- Gaming arcades and virtual reality experiences.
- Indoor and outdoor play areas for children.

7. Dining and Food Services:

- A diverse range of restaurants, cafes, and food courts serving various cuisines, from
local specialties to international dishes.
- Fast-food chains and casual dining options.
- Dessert shops and bakeries.

8. Health and Fitness:

- Fitness centers and gyms.
- Health and wellness stores offering supplements, vitamins, and fitness equipment.
- Medical clinics and pharmacies.

9. Specialty Stores:
- Specialty shops selling niche products such as books, toys, stationery, and
collectibles.
- Art galleries and handicraft stores showcasing local and regional artistry.

10. Services:
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 - Banking and ATM services.
- Mobile phone service providers and accessories.
- Tailoring and alteration services.
- Travel agencies and ticket booking services.

11. Events and Entertainment:

- Cultural events, live performances, and exhibitions.
- Promotions, discounts, and seasonal sales.
- Workshops and educational events.

It's important to note that the specific brands and offerings within Lulu Mall can change
over time as tenants come and go, and the mall management may continuously update
its retail mix to cater to changing consumer preferences and market trends. To access
the most up-to-date information on the products and services available at Lulu Mall, it's
advisable to refer to the mall's official website or visit the mall in person.

Swot Analysis of company

A SWOT analysis of Lulu Mall can help identify its Strengths, Weaknesses,
Opportunities, and Threats as of my last knowledge update in September 2021. Keep in
mind that the specific details may have changed since then, so it's important to verify
this information with more up-to-date sources. Here's a SWOT analysis for Lulu Mall:

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Strengths:
1. Size and Scale: Lulu Malls are often among the largest malls in the regions they
operate, offering a wide variety of shopping, dining, and entertainment options.
2. Diverse Tenant Mix: Lulu Mall typically hosts a diverse range of international and
local brands, attracting a broad customer base.
3. Brand Reputation: Lulu Group International has a strong reputation for quality and
customer service, which can positively impact the mall's image.
4. Location: Many Lulu Malls are strategically located in prime areas, enhancing
accessibility and foot traffic.
5. Entertainment Facilities: These malls often include entertainment options like
cinemas, gaming zones, and family attractions, making them appealing to families.

Weaknesses:
1. Competition: In some regions, Lulu Mall faces stiff competition from other large
shopping malls and retail chains.
2. High Operating Costs: Maintaining such large malls can be costly, and the overheads
can impact profitability.
3. Seasonal Variations: Lulu Mall's revenue may be seasonal, with fluctuations during
holidays and special events.
4. Economic Vulnerabilities: Economic downturns can affect consumer spending and
impact the mall's performance.

Opportunities:
1. Expansion: Lulu Mall could explore opportunities to expand into new markets and
regions, especially emerging markets with growing middle-class populations.
2. E-commerce Integration: Embracing e-commerce and online shopping can
complement the physical retail experience.
3. Diversification: Adding more experiential offerings, such as wellness centers, co-
working spaces, or cultural events, can attract a wider audience.
4. Sustainability Initiatives: Implementing eco-friendly practices and sustainability
initiatives can resonate with environmentally conscious consumers.

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Threats:
1. Economic Uncertainty: Economic downturns or recessions can lead to reduced
consumer spending on non-essential items.
2. Online Shopping: The growing popularity of online shopping may pose a threat to
traditional brick-and-mortar malls.
3. Changing Consumer Preferences: Shifts in consumer preferences and shopping habits
can impact foot traffic and sales.
4. Regulatory Changes: Changes in regulations related to retail and real estate can affect
operations and profitability.
5. Pandemics and Health Crises: Events like the COVID-19 pandemic can significantly
disrupt mall operations and customer behavior.

It's important to note that SWOT analyses are dynamic and should be regularly updated
to reflect changing market conditions and business strategies. For the most current
information about Lulu Mall's SWOT analysis, you should refer to recent reports or
statements from Lulu Group International or consult with industry experts.

Overview of company

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Lulu Mall is a chain of shopping malls primarily located in India and the Middle East,
operated by Lulu Group International. Founded by Yusuf Ali M.A., a prominent
entrepreneur from India, Lulu Mall has become one of the largest and most popular
shopping mall brands in the regions it serves. Here is an overview of Lulu Mall
1. Founding and Ownership:
- Lulu Mall is owned and operated by Lulu Group International, a multinational
conglomerate headquartered in Abu Dhabi, United Arab Emirates (UAE).
- The company's founder and managing director is Yusuf Ali M.A., an Indian
billionaire businessman.
2. Locations:
- Lulu Mall has multiple mall locations across India and the Middle East. Some of the
key locations include cities in India like Kochi (Kerala), Thiruvananthapuram (Kerala),
and Lucknow (Uttar Pradesh).
- In the Middle East, Lulu Malls are located in countries such as the UAE, Oman,
Bahrain, and Qatar.
3. Mall Features:
- Lulu Malls are known for their size and scale, often ranking among the largest malls in
their respective regions.
- These malls offer a wide range of shopping options, including international and local
brands, fashion outlets, electronics stores, supermarkets, and more.
- Lulu Malls typically feature food courts, fine dining restaurants, cafes, and
entertainment facilities, such as cinemas and gaming zones.
4. Diverse Tenant Mix:
- Lulu Mall aims to provide a diverse tenant mix to cater to a broad customer base,
including shoppers from various income levels and demographics.
5. Customer Experience:
- Lulu Mall prioritizes providing a pleasant shopping and entertainment experience for
its customers, focusing on cleanliness, safety, and customer service
6. Sustainability Initiatives:
- Lulu Group International, including its mall division, has shown a commitment to
sustainability and eco-friendly practices, which includes initiatives to reduce its carbon
footprint
7. Community Engagement:

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 - The company often engages in community outreach and social responsibility
activities, supporting local initiatives and charitable causes.

Value and Objective a company’s

The value and objectives of Lulu Mall, like any commercial enterprise, are driven by its
business model, mission, and vision. While specific details may vary depending on the
location and management, here are some common values and objectives associated with
Lulu Mall:

❖ Values:

1. Customer-Centric: Lulu Mall typically places a strong emphasis on providing an

exceptional and customer-centric shopping experience. This includes offering a wide
range of high-quality products and services, maintaining a clean and safe environment,
and prioritizing customer satisfaction.
2. Quality: Lulu Mall is often associated with quality, whether it's in the selection of
tenant brands, the quality of products sold, or the overall presentation of the mall itself.
They aim to provide a premium shopping experience.
3. Community Engagement: Many Lulu Malls engage with the local communities in
which they operate. This can involve supporting local initiatives, contributing to
charitable causes, and creating spaces for cultural and community events.
4. Sustainability: Lulu Group International, the parent company of Lulu Mall, has
shown a commitment to sustainability and eco-friendly practices. This value may be
reflected in the mall's efforts to reduce its environmental impact through initiatives like
waste reduction and energy efficiency

❖ Objectives:

1. Profitability: Like any business, the primary objective of Lulu Mall is to generate
profits. This includes earning revenue through rent from tenant brands, parking fees,
and a share of sales from certain tenants.

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2. Customer Satisfaction: Ensuring that customers have a positive shopping experience
is a core objective. Happy and satisfied customers are more likely to return and spend
more in the mall.
3. Tenant Attraction and Retention: Lulu Mall aims to attract a diverse and appealing
mix of tenants, which can include international and local brands. Keeping tenants
satisfied and retaining them is essential to the mall's success.

4. Continuous Improvement: Lulu Mall typically seeks to continuously improve its

operations and services. This involves staying up-to-date with retail trends, upgrading
facilities, and adopting innovative technologies to enhance the overall mall experience.
5. Market Expansion: Depending on the management's strategy, Lulu Mall may have
objectives related to expanding its presence in existing markets or exploring
opportunities in new regions.
6. Community Integration: Building strong ties with the local community is often a
long-term objective. This can include hosting events, supporting local talent, and
contributing to community development.
7. Sustainability Goals: Given the growing importance of sustainability, Lulu Mall may
have objectives related to reducing its environmental impact, conserving resources, and
implementing sustainable practices throughout its operations.

It's important to note that while these values and objectives are common in the retail
and mall industry, specific details may vary from one Lulu Mall location to another. To
understand the exact values and objectives of a particular Lulu Mall, you may need to
refer to its official website or consult its management or corporate communications.

History of the Company

Lulu Mall is a popular chain of shopping malls primarily located in India and the
United Arab Emirates (UAE). The first Lulu Mall was opened in Kochi, Kerala, India,
and it has since expanded to various other locations. Below is a brief history of Lulu
Mall:

1. Lulu Mall, Kochi, India:

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The first Lulu Mall, also known as Lulu Mall Kochi, was inaugurated on March 10,
2013.
It is located in Edapally, a suburb of Kochi, Kerala.
Lulu Mall Kochi is one of the largest shopping malls in India and is known for its
extensive range of retail stores, dining options, entertainment facilities, and more.

2. Lulu Mall, Abu Dhabi, UAE:

Following the success of its first mall in India, Lulu Group expanded its presence
internationally.
The first Lulu Mall in the UAE, called Lulu Mall Abu Dhabi, was opened on March 29,
2014.
Located in the capital city of Abu Dhabi, it became one of the prominent shopping
destinations in the region.

3. Subsequent Expansions:
Lulu Group continued its expansion by opening more Lulu Malls in India and the UAE.
Additional Lulu Malls in India include those in Thiruvananthapuram, Bengaluru’s, and
Hyderabad, among others.
In the UAE, Lulu Malls can be found in locations such as Dubai and Sharjah.

4. Features and Offerings:

Lulu Malls are known for their diverse range of retail outlets, including international
and local brands, hypermarkets, electronics stores, fashion boutiques, and more.
They offer a wide variety of dining options, entertainment facilities, and family-friendly
attractions, making them popular destinations for both shopping and leisure.

5. Ongoing Growth and Development:

Lulu Group has continued to invest in the development and expansion of its mall chain.
As of my last knowledge update in September 2021, Lulu Group may have announced
plans for future mall projects, both in India and abroad.

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 Types of Products and services

Lulu Mall is a prominent chain of shopping malls with locations primarily in India and
the United Arab Emirates. These malls offer a wide variety of products and services to
cater to the diverse needs and preferences of shoppers. Below are the types of products
and services commonly found in Lulu Malls:

1. Retail Stores:
Lulu Mall is a vast array of retail stores, including international and local brands. These
stores offer a wide range of products such as clothing, footwear, electronics, appliances,
accessories, cosmetics, and more.

2. Hypermarkets:
Lulu Hypermarkets are a significant attraction within Lulu Malls. They provide a one-
stop shopping experience for groceries, fresh produce, household items, and more.

3. Dining and Restaurants:

Lulu Malls feature an extensive selection of dining options, including restaurants, cafes,
fast-food outlets, and food courts. Shoppers can enjoy a variety of cuisines and culinary
experiences.

4. Entertainment Facilities:
Lulu Malls often include entertainment options such as multiplex cinemas, gaming
zones, arcades, and play areas for children, making them family-friendly destinations.

5. Electronics and Appliances Stores:

Shoppers can find a range of electronic gadgets, appliances, and home entertainment
products in dedicated stores within the mall.

6. Fashion and Apparel Boutiques:

Fashion enthusiasts can explore a multitude of clothing stores, boutiques, and fashion
brands offering the latest trends in clothing, accessories, and footwear.

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7. Jewelry and Accessories:
Lulu Malls typically features jewelry stores and accessory shops offering a variety of
options, from traditional to contemporary designs.

8. Beauty and Cosmetics:

Shoppers can find beauty and cosmetic stores offering skincare products, makeup,
fragrances, and beauty services.

9. Home and Decor:

Stores specializing in home decor, furnishings, furniture, and interior design products
are commonly found in Lulu Malls.

10. Books and Stationery:

Bookstores, stationery shops, and outlets offering educational materials are available for
book enthusiasts and students.

11. Sports and Fitness Stores:

Lulu Malls may have sports equipment stores and fitness outlets offering sporting goods
and accessories.

12. Specialty Shops:

Specialty stores catering to unique interests and hobbies, such as hobby shops, toy
stores, and craft stores, are often present.

13. Banking and Financial Services:

Some Lulu Malls include bank branches, ATMs, and financial service providers to meet
customers' banking needs.

14. Health and Wellness Services:

Health clinics, pharmacies, optical stores, and wellness centers can provide healthcare
and wellness services within the mall.

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15. Event Spaces:
Lulu Malls may host events, exhibitions, and promotions in dedicated event spaces,
creating a dynamic shopping experience.

16. Parking and Transportation Services:

Adequate parking facilities and transportation services may be available to
accommodate shoppers.

17. Customer Services:

Lulu Malls typically offer customer services, including information desks, concierge
services, and facilities for shoppers' convenience.

It's important to note that the specific products and services offered in each Lulu Mall
location may vary, and new stores and services may be added over time to meet
changing consumer preferences and trends. Visitors to Lulu Malls can expect a
comprehensive and enjoyable shopping and entertainment experience.

Size (in term of manpower & turnover) of the company.

The size of Lulu Mall in terms of manpower and turnover can vary significantly
depending on the specific location and the size of the mall. Lulu Mall is a chain of malls
with multiple locations across India and the Middle East, and each mall may have
different characteristics. As of my last knowledge update in September 2021, I can
provide a general idea of the potential size:

Manpower;
- Lulu Malls typically employ a substantial number of individuals. The exact number of
employees can vary widely based on the size and facilities of each mall.
- Lulu Mall staff may include management and administrative personnel, security
personnel, cleaning and maintenance staff, retail employees working for tenant brands,
and more.

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❖ Turnover:
- The annual turnover or revenue of a Lulu Mall can also vary significantly based on
factors such as location, size, tenant mix, and overall economic conditions.
- Some Lulu Malls, especially those in prime locations and large metropolitan areas, can
generate substantial annual turnovers, often in the hundreds of millions of dollars or
more.

It's important to note that Lulu Group International, which operates Lulu Malls, is a
large and diversified conglomerate with interests in various industries, including retail,
hypermarkets, hospitality, and more. Therefore, the financial performance of Lulu Mall
is just one part of the overall business operations of the Lulu Group.

For specific and up-to-date information on the size of a particular Lulu Mall in terms of
manpower and turnover, you would need to refer to the mall's financial reports, official
communications, or contact Lulu Group International directly. Please keep in mind that
these figures can change over time, and the most accurate information will be available
from the company itself or through official financial disclosures.

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Page | 27
Organizational chart

Page | 28
 A study on the consumer buying behavior towards lulu
hypermarket

❖ Introduction:
People go through a variety of intricate steps while selecting, paying for,
consuming, and discarding goods and services. This process is referred to
as consumer buying behaviour, consumer behaviour, or consumer decision-
making. This phenomenon plays a key role in corporate strategy and
marketing because it enables organisations to better understand the factors
that influence consumer decision-making and adjust their messaging and
offerings accordingly. In order to identify the numerous elements
impacting people's purchase decisions, this intriguing area integrates
psychology, sociology, economics, and marketing.
Consumer purchasing decisions are fundamentally influenced by a wide
range of factors, which can be broadly divided into many important
categories:

Personal factors: These include unique traits including age, gender, income,
profession, level of education, and way of life. A person with a higher
income may make different decisions than someone with a lesser income,
and a younger person may have different preferences than an older one.

Psychological Factors: This category includes the mental and

psychological elements that impact the behaviour of consumers.
Perception, motivation, attitudes, and beliefs are important constituents. An
individual's judgement of a product's quality, for instance, might have a
significant influence on their decision to buy.

Social environment factors include family, friends, culture, and social class.
These are the influences that come from a person's social surroundings.
What people find acceptable or desirable in products or services is largely
shaped by their cultural background and the norms of their community.

Page | 29
Situational factors: These are the external factors that surround the
purchase, like the location, time, or event. For example, one might
purchase separate outfits for work, informal get-togethers, and special
occasions.

Marketing and Advertising: To influence customers to select their goods or

services, businesses use a range of marketing approaches and advertising
tactics. This covers all aspects, such as brand image, promotional
campaigns, and product design and pricing.

Information Sources: Online evaluations, professional comments, and

word-of-mouth recommendations are just a few of the information sources
available to consumers. These resources have a big say in what they
purchase.

Purchase Decision Process: It's common to characterise consumer

purchasing behaviour as a multi-step procedure. It usually entails
identifying the issue, gathering information, weighing the options, making
the buy, and evaluating the purchase once it has been made. Businesses
must comprehend this decision-making process in order to successfully
target customers at every level.

Emotions and Experience: Consumer purchasing behaviour is greatly

influenced by emotions. While negative feelings like irritation or
disappointment might turn away customers, positive emotions like
exhilaration or satisfaction can promote brand loyalty.
Customer purchasing patterns can also differ significantly throughout
different product categories. A car or a house are examples of long-term
investments that require different decision-making processes than impulse
purchases like snacks at a convenience store. To develop successful
marketing strategies, organisations must have a thorough understanding
these subtleties.
Page | 30
Ultimately, the study of consumer purchasing behaviour delves into the
subtleties of people's decision-making processes around the purchases of
goods and services. It is a dynamic and intricate field. Companies looking
to connect with and please their target audience must comprehend this
process, which is influenced by a wide range of personal, psychological,
social, and situational aspects.

Maslow’s Hierarchy of Needs

A psychological theory known as Abraham Maslow's Hierarchy of Needs

explains the hierarchy of human needs, which ranges from more
fundamental physiological demands to higher-level wants related to self-
actualization. Although it wasn't created to explain consumer purchasing
behaviour, consumer behaviour researchers and marketers have found it
helpful in comprehending how wants and motives affect consumers'
decisions to buy.
Marketers must comprehend the hierarchy of demands in order to
effectively analyse consumer purchasing behaviour. It facilitates the
alignment of their marketing tactics, goods, and services with the particular
requirements and driving forces of their target market. People's purchase
decisions might differ greatly depending on where they are in the hierarchy.
As an example:

Page | 31
❖ Marketers can highlight the useful features, cost, and safety aspects of
their products in order to appeal to customers with lower-level demands
(safety and physiological).

❖ Marketers might design ad campaigns that stress relationships and

social connections, emphasising how their goods and services can
improve these facets of life, in order to target customers with demands
for belongingness and love.

❖ Marketers can concentrate on branding, status, and prestige,

demonstrating how their products can satisfy consumers driven by
esteem demands.
❖ Marketers can emphasise branding, status, and prestige to consumers
driven by esteem demands by demonstrating how their products can
raise the customer's sense of self-worth.

❖ Marketers should place a strong emphasis on personal development,

self-expression, and the distinctive and transforming aspects of their
experiences or products in order to appeal to individuals who are
looking for self-actualization.

Businesses can better connect with customers and meet their unique
needs and aspirations at various levels of Maslow's Hierarchy of Needs
by understanding how the hierarchy affects consumer purchasing
behaviour and tailoring their marketing messages, product offers, and
customer experiences accordingly.

Page | 32
Customer descion making process

Page | 33
Page | 34
Customer decision making process

The development of customer decision-making models is just one of the

many noteworthy contributions made to the field of marketing by well-
known marketing expert and author Philip Kotler. Referred to as the "Five-
Stage Model," Kotler's consumer decision-making process is a basic
framework that aids marketers in comprehending how customers make
decisions while making purchases of goods or services. The five main steps
of this paradigm are identification of the problem, information search,
alternative assessment, purchase choice, and post-buy behaviour.

Problem Recognition: The initial step in the decision-making process for

consumers is problem recognition, during which they recognise a need or
an issue that can be resolved by a purchase. A number of things, such
running out of a product, discovering a new need, or being affected by
outside stimuli like advertising, might cause this realisation to occur. By
positioning their goods as answers to customers' problems, marketers hope
to raise awareness of this issue.

Information Search: The consumer starts an information search as soon as

they identify the issue. During this phase, data on possible solutions must
be gathered from both internal and external sources. Personal experiences
and expertise are examples of internal sources, whereas reading reviews,
talking to experts, or asking friends for guidance are examples of external
sources.

Assessment of Alternatives: Following information gathering, customers

assess the available options. To choose the one that best suits their wants
and tastes, they evaluate the qualities and aspects of several goods and
Page | 35
services. To favourably affect consumers' decisions, marketers must draw
attention to the advantages and special features of their products and
services, setting them apart from rivals.

Purchase Decision: The consumer chooses which good or service to buy.

This phase involves a number of considerations, such as cost, accessibility,
and individual prejudices. Discounts, promotions, and sales incentives are a
few tactics that marketers might use to persuade customers to complete the
transaction.

Post-purchase Behaviour: The process continues throughout the post-buy

behaviour stage, which follows the actual purchase. Customers evaluate
their degree of satisfaction with the product after purchasing it. Positive
post-purchase satisfaction results if the product fulfils or beyond their
expectations. In contrast, if the product doesn't live up to expectations,
customers could be unhappy and might even return it or spread bad news.
Since happy customers are more likely to stick with a brand and
recommend it to others, marketers need to concentrate on making sure that
customers have a positive post-purchase experience.

The dynamic aspect of consumer behaviour is highlighted by Kotler's

model of the consumer decision-making process. Customers may start this
process at a different point based on their requirements, experiences, and
past knowledge. It also highlights how outside influences—such as social,
cultural, and psychological elements—affect every phase of the procedure.
Cultural norms and beliefs, for instance, might influence a consumer's
ability to identify an issue, and social influences can impact how they
assess their options.
The approach also acknowledges the part that advertising and marketing
play at each level. Marketers employ a range of tactics to help consumers
make decisions, from raising awareness and piqueing interest to supplying
convincing data and incentives to encourage a purchase.

The decision-making process of consumers has been further impacted by

social media, e-commerce, and online information sources in the current
Page | 36
digital era. The availability of product information and reviews to
consumers has never been greater, which highlights the importance of the
information search and evaluation phases. Online communities and social
media also have a big impact on how people behave after making
purchases and how other people make decisions.

Factor influencing buying behaviour of consumer

Page | 37
Page | 38
Renowned marketing expert Philip Kotler has done a great deal of research
on consumer behaviour and marketing, and he has found a number of
elements that affect customer purchasing decisions. Businesses must
comprehend these elements in order to promote their goods and services in
an efficient manner. Here are some of the crucial elements he found and his
detailed explanations for:
Cultural factor
a. Culture: Culture is the set of shared values, beliefs, practises, and
conventions within a society. It has a big impact on how people shop.
When creating products, ads, and promotions that fit the target culture,
marketers need to take cultural considerations into account.
b. Subculture: A subculture is a smaller subset of a larger culture that has
similar beliefs or traits. Subcultures based on race, religion, or generation
are a few examples. Comprehending these subcultures might assist
marketers in customising their approaches.

c. Social Class: People are categorised according to their social class,

which includes factors like occupation, education, and income. Individuals
from various social classes could have varied requirements, tastes, and
purchasing patterns.
Social Factor
a. Reference groupings: These are social groupings that consumers
identify with and look to for advice or approval. Friends, family, and online
communities can serve as reference groups. When making decisions about
purchases, consumers can be swayed by the people in their reference
group.

b. Family: Consumer behaviour is greatly influenced by the function that

family plays. Decision-making responsibilities within a family can vary,
and the purchases and usage of certain products might be influenced by
family dynamics.

Page | 39
c. Position and Roles: Individuals in society frequently have positions and
roles, such as that of a parent, student, or worker. Their choices and
decisions on purchases may be influenced by these roles.

Page | 40
Personal Factors:
a. Age and Life Cycle Stage: Consumers' needs and preferences change as
they age and go through different life stages. For example, teenagers have
different preferences than middle-aged adults.

b. Occupation: A person's job or profession can influence their buying

behaviour. Professionals may have different needs and preferences than
blue-collar workers.

c. Lifestyle: A person's lifestyle, including their activities, interests,

opinions, and values (AIO variables), can significantly affect their choices.
Marketers often use lifestyle segmentation to target specific consumer
groups.

d. Personality and Self-concept: Individuals with different personality traits

may be drawn to different products or brands. Self-concept, or how a
person perceives themselves, also influences purchasing decisions.

Psychological Factors:
a. Motivation: Consumer motivation is the driving force behind their
buying decisions. Marketers need to understand what motivates their target
audience to make effective appeals.

b. Perception: Perception refers to how consumers interpret and make sense

of information. Marketers must consider how their products and messages
are perceived by consumers.

c. Learning: Learning from past experiences and exposure to marketing

messages can impact consumer choices. Marketers can use learning theory
to shape consumer behavior.

Page | 41
d. Beliefs and Attitudes: Consumer beliefs and attitudes can be shaped by
personal experience and marketing efforts. Marketers can work to change
or reinforce these beliefs and attitudes through advertising and promotion.
Situational factor

a. Purchase Situation: A purchase's time, location, and purpose are just a

few examples of the context that could affect a customer's behaviour.

b. Social and Physical Surroundings: A consumer's decisions and

behaviours can be influenced by their immediate surroundings, which
include other people and their physical location.

Businesses can develop successful marketing strategies, target the correct

audience, and produce products and promotions that appeal to consumers
by taking into account these characteristics, as described by Philip Kotler.
These factors interact in a complicated way to determine consumer
behaviour, and effective marketing tactics take each one into account.

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 Objective of survey

❖ To know the consumer behaviour towards lulu hypermarket

❖ To know the satisfaction level towards lulu hyper market

❖ To know the factors that influence the consumer to buy from lulu

hypermarket

Page | 43
 CHAPTER -2

Literature Review

Page | 44
Page | 45
Page | 46
 Research Methodology

Type of Research Descriptive research

Sample size 100

Sampling Technique Non-Probability-convenience sampling

Data collection method Sample survey

Data collection tool Questionnaire

Data type Primary data

Data analysis tool MS Excel

Data representation tool Bar diagram, pie chart diagram etc.

Page | 47
.

Page | 48
Page | 49
Page | 50
 CHAPTER-3

DATA ANALYSIS AND INTERPRETATION

Page | 51
Gender of Respondents

Gender Count of
Gender
Female 61
Male 39
Grand Total 100

Male
39%

Female
61%

Interpretation
Above table and pie chart represent that majority of respondents are female 61% . male
respondents are 39% out of 100 respondents.

Page | 52
Age of Respondents

Age of respondents Count of Age

15-25 8
25-35 35
35-45 25
45-55 32
Grand Total 100

40 35
32
30 25

20

10 8

0
15-25 25-35 35-45 45-55

Total

Interpretation

Above graph and table represent the age of100 respondents majority of
respondents under the age 25-35 ,32 % respondents under the age of 45-
55,32% respondents under the age 45-55,25% of respondents under the age
of 35-45.

Page | 53
Cross tabulation between Gender and Age

Frequency Gender of respondents

Age of Female Male Grand
respondents Total
15-25 1 7 8
25-35 19 16 35
35-45 15 10 25
45-55 26 6 32
Grand Total 61 39 100

count of gender of according to their age

Female Male

26
19
16 15
10
7 6
1

15-25 25-35 35-45 45-55

Interpretation
Above table and graph show cross tabulation between age and gender majority of
respondents under the age 25-35 in which 19% are female respondents and 16% are
female respondents. 32% respondent under the age of 45-55 in which 26% are female
respondents and 6% are female respondents .Total 100 respondents in which61%are
female and 39% are male respondents.

Page | 54
Occupation of Respondents

Occupation of Count of Occupation

respondents
Homemaker 17
Salaried person 66
Self employed 13
Student 4
Grand Total 100

Total
66

17
13

Homemaker Salaried person Self employed Student

Interpretation

Above table and graph show occupation of respondents 100 in which 66%
Respondents are salaried person,17% respondents are home maker ,13%
Respondents self employed, 4% respondents are students.

Page | 55
Cross tabulation between gender and occupation

Frequency Gender of
respondents
occupation of Female Male Grand
respondents Total
Homemaker 17 17
Salaried person 36 30 66
Self employed 7 6 13
Student 1 3 4
Grand Total 61 39 100

40 36
35 30
30
25
20 17
15
10 7 6
5 3
1
0
Homemaker Salaried person Self employed Student

Female Male

Interpretation
Above table and graph shows cross tabulation between gender and occupation of 100
respondents in which 66% are salaried person in which 36% are female are respondents
and 30% are male resopdents majority of respondents are salaried person 17% are
homemaker 17% are female respondents.13% are self employed
7% are female respondents ,6% are male respondents

Page | 56
Income of respondents

Income of respondents Count of

Income
10000 below 18.00%
10000-30000 4.00%
30000-60000 39.00%
90000 above 39.00%
Grand Total 100.00%

Income of resapondents
Total

39.00% 39.00%

18.00%

4.00%

10000 below 10000-30000 30000-60000 90000 above

Interpretation
Above table and graph shows income of 100 respondents in which 39%
Respondent’s income are above 90000,39% respondents income are
30000-60000,18% respondents income are 10000, 4% respondent’s
Income are between 10000-30000.

Page | 57
Cross tabulation between income and gender

Frequency Gender of
respondents
Income of Female Male Grand
respondents Total
10000 below 17 1 18
10000-30000 1 3 4
30000-60000 22 17 39
90000 above 21 18 39
Grand Total 61 39 100

Income of respondents according their gender

Female Male

22
21
18
17 17

3
1 1

10000 below 10000-30000 30000-60000 90000 above

Interpretation
Above table and graph shows cross tabulation between income of respondents and
gender of respondents of100 respondents 39% respondents income are above 90000 in
which21% are female and 18% are male respondents,22% are female respondents,17%
are male respondents.

Page | 58
Cross tabulation between the occupation and income of respondents

Frequency occupation of
respondents
Income of Homemaker Salaried Self Stude Grand
respondents person employed nt Total
10000 below 16 2 18
10000-30000 3 1 4
30000-60000 1 35 2 1 39
90000 above 28 11 39
Grand Total 17 66 13 4 100

Income of respondents according to their occupation

Homemaker Salaried person Self employed Student
35

28

16
11

2 3 2
1 1 1

10000 below 10000-30000 30000-60000 90000 above

Interpretation
Above table and graph shows cross tabulation between income and occupation of
respondents of 100 respondents in which majority of respondents income are above
90000 in which 28% respondents are salaried person and11% respondents self
employed,39% respondents income are between 30000-60000 in which 35%
respondents are salaried person,2% are self employed.

Page | 59
How frequently do you visit the lulu hypermarket?

frequently Count of How frequently do you visit the

visit made lulu hypermarket?
by
respondents
Daily 2
First time 1
Monthly 53
Rarely 8
Weekly 36
Grand 100
Total

Daily Frequently visit made by respondents

2%
First time
1%

Weekly
36%

Monthly
53%

Rarely
8%

Interpretation
Above table and pie chart shows the frequently visit made by 100
Respondents majority of respondents refers to the visit lulu mall
monthly,53% respondents the lulu mall monthly ,36% visit the
Page | 60
lulu mall weekly, 8% respondents visit the lulu mall rarely 1%
the lulu mall first time

Page | 61
cross tabulation between the frequently visit made by the respondents according to the
gender of respondents
Frequently count of Gender
visit made by
the
respondent
Female Male Grand
Total
Daily 1 1 2
First time 1 1
Monthly 31 22 53
Rarely 2 6 8
Weekly 26 10 36
Grand Total 61 39 100

35 31
30 26
25 22
20
15
10
10 6
5 1 1 1 2
0
Female Male
Daily First time Monthly Rarely Weekly

Interpretation
Above table and chart represent cross tabulation between frequently visit
Made by the100 respondents in lulu hypermarket according to their gender
Majority of respondents (53%) visit lulu hypermarket monthly in which 31%
Respondents are female,22% are male respondents,26% female respondents
Visit lulu hypermarket weekly,10% respondents visit weekly,6% male visit lulu
Hypermarket rarely,2% female respondents visit lulu hypermarket rarely.

Page | 62
Cross tabulation between the frequently visit made by the respondents according to
their occupation

Frequently occupation of respondents

visit made
by
respondent
Homemaker Salaried Self Student Grand
person employed Total
Daily 2 2
First time 1 1
Monthly 7 42 4 53
Rarely 1 1 3 3 8
Weekly 9 20 6 1 36
Grand 17 66 13 4 100
Total

45 42
40
35
30
25
20
20
15
9
10 7 6
4 3 3
5 2 1 1 1 1
0
Daily First time Monthly Rarely Weekly

Homemaker Salaried person Self employed Student

Interpretation
Above table and graph represent cross tabulation between the frequently made by
the 100 respondents according to their occupation .53% respondents visit lulu
hypermarket monthly in which 42% are salaried person,4% are self employed
respondents,36% respondents visit lulu hypermarket weekly in which 20% are
salaried person, 3% self employed, 3% respondents are students.

Page | 63
Cross tabulation between the frequently visit made by the respondents according to
their income

Frequency income of
respondents
Frequently visit 10000 below 10000- 30000- 90000 Grand
made by 30000 60000 above Total
respondents
Daily 2 2
First time 1 1
Monthly 7 3 32 11 53
Rarely 2 1 1 4 8
Weekly 9 3 24 36
Grand Total 18 4 39 39 100

10000 below 10000-30000 30000-60000 90000 above

32

24

11
9
7
3 4 3
2 1 2 1 1

Daily First time Monthly Rarely Weekly

Interpretation
Above table and graph represent the frequently visit made by the 100 respondents to
their income. Majority of respondents visit lulu hypermarket monthly(53%),in which
11% respondents income are above 90000,32% respondents income are between 30000-
60000, 7% respondents income are below 10000,3% respondents income are between
10000-3000

Page | 64
How did you first become aware of the lulu hypermarket ?

source of Count of How did you first become aware of the lulu
awareness hypermarket?
Google 4
Newspaper 51
Social media 45
Grand Total 100

Google
4%

Social media
45%
Newspaper
51%

Interpretation
Above table and pie chart represent the source of awareness made by the100
respondents (51%) respondents got to know about lulu hypermarket with the help
of newspaper,45% of respondents got know about lulu hypermarket with the help of
social media,4% of respondents got to know about lulu hypermarket with the help of
social media.

Page | 65
Cross tabulation between the source of awareness about lulu hypermarket according to
their gender

source of Count of gender

awareness
Female Male Grand
Total
Google 4 4
Newspaper 29 22 51
Social media 32 13 45
Grand Total 61 39 100

35 32
29
30

25 22
20

15 13

10
4
5

0
Google Newspaper Social media

Female Male

Interpretation
Above table and graph represent cross tabulation between the source of
Awareness made by respondents about lulu hypermarket according to their
Gender majority of respondents got know about lulu hypermarket with the
help of newspaper(51%) in which 29% are female respondents, 22% are
male respondents,32% respondents got to know about lulu hypermarket with
the help of social media,4% respondents got know about lulu hypermarket with
the help of google.

Page | 66
Did you find the store layout easy to navigate?

Did you find the store count

layout easy to navigate
Easy 32
Extremely difficult 6
Extremely easy 59
Neutral 3
Grand Total 100

Neutral Total
3%

Easy
32%

Extremely
easy
59%
Extremely
difficult
6%

Interpretation
Above table and pie chart represent the easiness found by the respondents
to navigate in store among 100 respondents 32 % respondents found easy
store layout to navigate, 6% found extremely difficult to navigate,59%
respondents found extremely easy store layout to navigate, 3%
respondents found neutral to store layout.

Page | 67
Cross tabulation between the easiness in store layout to navigate and how frequently
respondents make visit in lulu hypermarket

Count of Did you find count of visit made

the store layout easy to by respondent
navigate?
Daily First Monthly Rarely Weekly Grand
time Total
Easy 14 3 15 32
Extremely difficult 3 2 1 6
Extremely easy 2 1 35 1 20 59
Neutral 1 2 3
Grand Total 2 1 53 8 36 100

Daily First time Monthly Rarely Weekly

35

20
14 15

3 3 2 2 2
1 1 1 1

Easy Extremely difficult Extremely easy Neutral

Inetreptation

Above table and bar graph represent cross tabulation between respondents
found easiness to navigate in store layout and visit made by 100
respondents in lulu hypermarket. Majority of respondents extremely easy
to navigate store layout according to visit made them in lulu hypermarket
59 respondents found easy to navigate store layout in which 35 respondents
visit lulu hypermarket monthly,20 respondents made visit weekly,32
respondents found easy to navigate in lulu hypermarket in which 15
respondents made visit weekly,14 respondents made visit monthly 3
respondents made visit rarely.

Page | 68
Were you looking for product easily available in stock?

were the product you were looking for available Count

in stock
Always 59
Often 7
Rarely 4
Sometime 30
Grand Total 100

Total

Sometime
30%

Always
59%
Rarely
4%
Often
7%

Interpretation
Above table and pie chart represents 100 respondents response
Which represent the 59 respondents found that always product
Available in stock , 30 respondents found that often products are
Available in stock, 30 respondents found that product available
Sometime in stock,7 respondents found that product available
Often in stock, 4 respondents found that product rarely available
in stock .

Page | 69
Cross tabulation between availability of product and Gender
Availability of count of
product gender
Row Labels Female Male Grand
Total
Always 35 24 59
Often 3 4 7
Rarely 3 1 4
Sometime 20 10 30
Grand Total 61 39 100

Availability of product
Female Male

35

24
20

10

3 4 3
1

Always Often Rarely Sometime

Interpretation
Above table and graph represents that 100 respondents responses that variety of
Product available in stock 59 respondents found that wide variety of product are
availbale to choose from in which 35% are female,24% are female respondents
30 respondents found that wide variety of product are available some time in which 20
% respondents are female respondents, 10% are male respondents,7 respondents
response that product are available often 3% respondents are female,4% are male
respondents.

Page | 70
Cross tabulation between availability of product according to the visit made by the
respondents in lulu hypermarket

Count of availability frequently visit made by

of product respondent
Dail First time Monthl Rarel Weekl Grand
y y y y Total
Always 2 1 35 1 20 59
Often 3 2 2 7
Rarely 2 1 1 4
Sometime 13 4 13 30
Grand Total 2 1 53 8 36 100

Availability of product according to visit

Daily First time Monthly Rarely Weekly

35

20
13 13

3 2 2 4
2 1 1 2 1 1

Always Often Rarely Sometime

Interpretation
Above table and graph represent that availability of product according to the visit made
by respondents (100) in lulu hypermarket majority of respondents found that
availability of product are always in lulu hypermarket.35 respondents found that
product are always available in lulu hyper market as they make visit monthly total
59 respondents that product are always available in lulu hypermarket.30 respondent
found that product are available sometime in lulu hypermarket in which 13 respondents
make visit monthly,4 respondents make visit rarely,13 respondents make visit weekly. 7
respondents found that products are available often in which
3 make visit monthly,2 make visit rarely, 2 make visit weekly in lulu hypermarket.

Page | 71
Do you find variety of product to choose from lulu hypermarket ?

Do you find wide variety of product to choose from count

lulu hypermarket ?
Agree 31
Neutral 2
Strongly agree 62
Strongly disagree 5
Grand Total 100

Total
Agree Neutral Strongly agree Strongly disagree

5%

31%

62%
2%

Interpretation
Above table and pie chart shows wide variety of product to choose from lulu
hypermarket among 100 respondents. Majority of respondents 62 % are strongly
Agree that there are wide of product to choose from lulu hyper market ,31%are
Agree that there are wide of product to choose from lulu hypermarket,5% respondents
are strongly disagree,2% respondents are neutral .

Page | 72
Cross tabulation between wide variety of product to choose from lulu hypermarket
according to gender

wide variety of product to count of

choose gender
Female Male Grand
Total
Agree 22 9 31
Neutral 1 1 2
Strongly agree 36 26 62
Strongly disagree 2 3 5
Grand Total 61 39 100

wide of product to choose according to gender

40
35
30
25
20
15
10
5
0
Strongly
Agree Neutral Strongly agree
disagree
Female 22 1 36 2
Male 9 1 26 3

Interpretation
Above table and graph represent that there are wide product to choose from lulu
hypermarket according to the gender of respondents .62 respondents strongly agree
Which 36 are female respondents and 26 are male respondents,31 respondents are
agree,5 respondents are strongly disagree, 2 respondents are neutral .Majority of
female(61) respondents are found that there are wide variety of product to choose
From lulu hypermarket.

Page | 73
Cross tabulation between the wide variety of product to choose from lulu hypermarket
and income of respondents

wide variety of product Income of respondent

to choose
10000 10000- 30000- 90000 Grand
below 30000 60000 above Total
Agree 10 1 11 9 31
Neutral 2 2
Strongly agree 8 3 27 24 62
Strongly disagree 1 4 5
Grand Total 18 4 39 39 100

wide variety of product to choose according to

income of respondents

10000 below 10000-30000 30000-60000 90000 above

27
24

10 11 9
8
2 3 4
1 1

Agree Neutral Strongly agree Strongly

disagree

Interpretation
Above table and graph represents wide variety of product to choose from lulu
hypermarket according to income of (100) respondents .Majority of respondents
Found that there are wide variety of product to choose from lulu hypermarket.62
Respondents found wide variety of product to choose from in which 24 respondents
Income are above 90000 thousand,27 respondents income are between 30000-60000
thousnds,3 respondents income are between 10000-30000,8 respondents income below
10000,31 respondents are agree that there are wide variety of product to choose from
lulu hypermarket in which 9 respondents income are above 90000 thousand, 11
respondents income are between 30000-60000,1 respondents income are between
10000-30000,10 respondents income are below 10000.

Page | 74
How would you rate the friendliness and helpfulness of the staff ?

Friendliness and helpfulness of staff Count

Friendly and helpful 32
Neutral 2
Unfriendly and unhelpful 2
Very friendly and very helpful 63
Very unfriendly and very unhelpful 1
Grand Total 100

How would you rate the friendliness and

helpfulness of the staff
Total

63

32

2 2 1

Friendly and Neutral Unfriendly Very friendly Very

helpful and unhelpful and very unfriendly and
helpful very unhelpful

Interpretation
Above table and graph represent friendliness and helpfulness of staff in lulu
hypermarket among 100 respondents. Majority of respondents found that staff are very
friendly and very helpful in nature, 63 respondents found that staff are friendly and
helpful in nature, 32 respondents found that staff are friendly and helpful in nature.

Page | 75
Cross tabulation between the friendliness and helpfulness of staff and
gender of respondents
friendly and helpfulness of Count of
staff gender
Female Male Grand
Total
Friendly and helpful 22 10 32
Neutral 1 1 2
Unfriendly and unhelpful 1 1 2
Very friendly and very 37 26 63
helpful
Very unfriendly and very 1 1
unhelpful
Grand Total 61 39 100

Female Male

37

26
22

10

1 1 1 1 1

Friendly and Neutral Unfriendly Very friendly Very

helpful and unhelpful and very unfriendly and
helpful very unhelpful

Interpretation
Above table and graph represent cross tabulation between staff and gender of 100
respondents majority of respondents rate that staff are very friendly and very helpful in
nature.63 respondents are rate that staff are very helpful and very helpful in nature in
which 37 are female are respondents ,26 are male respondents,32 respondents rate that
staff are friendly and helpful in nature in which 22 are female respondents 10 are male
respondents.

Page | 76
Cross tabulation between the friendliness and helpfulness of staff and age
of respondents

Friendly and helpfulness of count of age

staff
15-25 25- 35- 45- Grand
35 45 55 Total
Friendly and helpful 6 6 8 12 32
Neutral 1 1 2
Unfriendly and unhelpful 1 1 2
Very friendly and very 1 29 15 18 63
helpful
Very unfriendly and very 1 1
unhelpful
Grand Total 8 35 25 32 100

15-25 25-35 35-45 45-55

29

18
15
12
6 6 8
1 1 1 1 1 1

Friendly and Neutral Unfriendly Very friendly Very

helpful and and very unfriendly
unhelpful helpful and very
unhelpful

Interpretation
Above table and graph cross tabulation between the friendliness and helpfulness of
staff and age of respondents . majority of respondents rate that staff are very
friendliness and helpfulness in nature 63 respondents rate that staff are very friendly and
helpful in nature in which 29 respondents age between 25-35,15 respondents age
between 35-45, 18 respondents age between 45-455. 32 respondents rate that staff are
helpful and friendly in nature 6 respondents age between 15-25,6 respondents age
between 25-35,8 respondents age between 35-45,12 respondents age between 45-55.

Cross tabulation between the freindliness and helpfulness of staff according visit made
by the respondents
Page | 77
friendly and count of
helpfulness of staff Gender
Daily First Month Rarel Week Grand
time ly y ly Total
Friendly and helpful 13 4 15 32
Neutral 1 1 2
Unfriendly and unhelpful 1 1 2
Very friendly and very 2 1 38 2 20 63
helpful
Very unfriendly and very 1 1
unhelpful
Grand Total 2 1 53 8 36 100

Daily First time Monthly Rarely Weekly

38

20
15
13

4
1 1 1 1 2 1 2 1

Friendly and Neutral Unfriendly and Very friendly Very

helpful unhelpful and very unfriendly and
helpful very unhelpful

Interpretation
Above table and graph represent the cross tabulation between the friendliness
Helpfulness of staff according to visit made by the respondents 53 respondent
Made visit monthly in which 38 respondent rate that staff are very friendly
and helpful in nature,13 rate that staff are friendly and helpful in nature. 36
respondents made visit weekly in which 15 respondent rate that staff are
friendly and helpful in nature,20 respondent rate that staff are friendly and
helpful in nature.
Do you think price at lulu hypermarket are reasonable ?

Page | 78
 Do you think price at lulu count
hypermarket are reasonable?
Neutral 4
Reasonable 33
Unreasonable 2
Very reasonable 61
Grand Total 100

Total Neutral
4%

Reasonable
Very 33%
reasonable
61%

Unreasonable
2%

Interpretation
Above table and pie chart shows that price at lulu hypermarket among 100 respondent
61% respondents think that price at lulu hypermarket are very reasonable 33%
respondent think that price at lulu hypermarket are reasonable, 2% respondents think
that price at lulu hypermarket unreasonable,4% respondents think that price at lulu
hypermarket neutral.

Page | 79
Cross tabulation between the price at lulu hypermarket and gender of respondent

price at lulu count of Gender

hypermarket
are reasonable
Female Male Grand
Total
Neutral 2 2 4
Reasonable 21 12 33
Unreasonable 1 1 2
Very reasonable 37 24 61
Grand Total 61 39 100

Female Male

37

24
21

12

2 2 1 1

Neutral Reasonable Unreasonable Very reasonable

Interpretation
Above table and represent the cross tabulation between the price at lulu hypermarket
according to the gender of 100 respondent 61 respondent think that price at lulu hyper-
market are very reasonable in which 37 are female respondent,24 are male respondent
33 respondents think that price at lulu hypermarket are reasonable in which 21are fem-
ale respondents,12 are male respondent,2 respondent think that price at lulu hypermar-
ket are unreasonable.

Page | 80
Cross tabulation between the price at lulu hypermarket are reasonable according to
income of respondent
Count of Do you think the count of
prices at the lulu hypermarket income
are reasonable?
10000 10000- 30000- 90000 Grand
below 30000 60000 above Total
Neutral 2 2 4
Reasonable 9 2 12 10 33
Unreasonable 2 2
Very reasonable 7 2 27 25 61
Grand Total 18 4 39 39 100

10000 below 10000-30000 30000-60000 90000 above

27
25

12
10
9
7

2 2 2 2 2

Neutral Reasonable Unreasonable Very reasonable

Interpretation
Above table and graph represent cross tabulation between the price at lulu hypermarket
according to income of 100 respondents 39 respondents income are above 90000 thous-
and in which 25 respondent think that price at lulu hypermarket are very reasonable 10
respondent think that price at lulu hypermarket reasonable,2 respondent think that price at
lulu hypermarket are unreasonable ,39 respondents think that price at lulu hypermarket
are reasonable,12 respondents think that price at lulu hypermarket are reasonable 27
respondents think that price at lulu hypermarket are very reasonable.

Page | 81
How satisfy are with special offer and discount provide by lulu hypermarket?

how satisfy are with discounts and count

special offer provide by lulu
hypermarket
Highly dissatisfied 5
Highly satisfied 59
Neutral 4
Satisfied 32
Grand Total 100

Total

59

32

5 4

Highly Highly satisfied Neutral Satisfied

dissatisfied

Interpretation
Above table and graph represent the 100 respondent satisfaction level towards lulu
special discount and offer provide by the lulu hypermarket 59 respondents are highly
satisfied with discount and special offer provide the repopndent,32 respondents are
satisfied by discount and special offer provide by the lulu hypermarket,5 respondent are
highly dissatisfied by special offer and discount provide by the respondent

Page | 82
Cross tabulation between the special offer and discount provide by lulu hypermarket
and gender of the respondent
how satisfy are you with the discounts and count of
special offer provide by lulu hypermarket Gender
Female Male Grand
Total
Highly dissatisfied 2 3 5
Highly satisfied 36 23 59
Neutral 2 2 4
Satisfied 21 11 32
Grand Total 61 39 100

Female Male

36

23
21

11

2 3 2 2

Highly dissatisfied Highly satisfied Neutral Satisfied

Interpretation
Above table and graph represent satisfaction level of respondent towards special offer
and discount provide by the lulu hypermarket and gender of 100 respondent in which 61
are female respondents and 39 are female respondents.36 female respondents are highly
satisfied with the discount and offer provide by the lulu hypermarket,23 male responde-
nt are highly satisfied ,21female are satisfied ,11 respondents are male respondents are
satisfied with special offer and discount provide by the lulu hypermarket.

Page | 83
Cross tabulation between the special offer and discount provide by the lulu hypermarket
And income of respondent

Count of How Income of respondents

satisfied are you with
the discounts and
special offers provided
by lulu hypermarket?
10000 10000- 30000- 90000 Grand
below 30000 60000 above Total
Highly dissatisfied 1 4 5
Highly satisfied 7 2 26 24 59
Neutral 2 2 4
Satisfied 9 2 12 9 32
Grand Total 18 4 39 39 100

10000 below 10000-30000 30000-60000 90000 above

26
24

12
9 9
7
4
1 2 2 2 2

Highly dissatisfied Highly satisfied Neutral Satisfied

.
Interpretation
Above table and graph represent the cross tabulation between the special offer and
discount provide by the lulu hypermarket and income of 100 respondents 39 respondent
income are 90000 thousand in which 24 respondents are highly satisfied,9 respondent
are satisfied ,4 are highly dissatisfied ,39 respondents income are between 30000-60000
thousand in which 26 respondents are highly satisfied,12 respondent are satisfied with
special offer and discount provide by the lulu hypermarket

Page | 84
How satisfy are with the quality and freshness of product available at lulu hypermarket?

How satisfied are you with the quality Count

and freshness of product available at
lulu hypermarket ?
Highly dissatisfied 4
Highly satisfied 59
Neutral 2
Satisfied 35
Grand Total 100

Highly
dissatisfi
ed
4%

Satisfied
35%

Highly
satisfied
59%
Neutral
2%

Interpretation
Above table and pie chart represent 100 respondent satisfaction level toward the
quality and freshness of product available at lulu hypermarket in which majority of
respondents are highly satisfied , 59 %are highly satisfied,35% respondent are satisfy
with the freshness and quality of product available at lulu hypermarket 4% are highly
dissatisfied with the availability of freshness and quality of product.

Page | 85
Cross tabulation between the freshness and quality of product available at lulu
hypermarket and gender of respondent

Count of How satisfied are you with the count of

quality and freshness of products available at gender
lulu hypermarket ?
Female Mal Grand
e Total
Highly dissatisfied 1 3 4
Highly satisfied 36 23 59
Neutral 1 1 2
Satisfied 23 12 35
Grand Total 61 39 100

Female Male

36

23 23

12

3
1 1 1

Highly Highly satisfied Neutral Satisfied

dissatisfied

Interpretation
Above table and graph represent cross tabulation between the respondents satisfaction
level toward freshness and quality of product available at lulu hyper market according
to the gender of respondents total 61 are female respondent and 39 are male respondents
in which 36 female are highly satisfied 23 male respondent are highly satisfied,23
female respondents are satisfy ,12 male respondents are satisfy.

Page | 86
How would you rate the customer service at lulu hypermarket ?

how would you rate the customer service count of response

at lulu hyper market ?
Excellent 59
Fair 1
Good 24
Very good 16
Grand Total 100

Very good
16%

Good
24% Excellent
59%

Fair
1%

Interpretation
Above table and pie chart represent customer service at lulu hypermarket among 100
respondent 59 respondent rate that customer service at lulu hypermarket are excellent
24 respondents rate that customer service at lulu hypermarket good, 16 respondents rate
that customer service at lulu hypermarket are very good.

Page | 87
Cross tabulation between the customer service at lulu hypermarket and gender of
respondents

Count of how would you rate the Customer services Count of

at lulu hypermarket gender
Female Male Grand
Total
Excellent 36 23 59
Fair 1 1
Good 16 8 24
Very good 8 8 16
Grand Total 61 39 100

Female Male

36

23

16

8 8 8

Excellent Fair Good Very good

Interpretation
Above table and graph represent the cross tabulation between the customer service at
lulu hypermarket among 100 respondent 61 are female respondent and 39 are male
respondent, in which 36 female respondents rate that customer service at lulu
hypermarket are excellent,23 male resspondent rate that customer service at lulu
hypermarket are excellent,16 female and 8 male respondents rate that customer service
at lulu hypermarket are good.

Page | 88
How satisfy are you with your over all shopping experience at lulu hypermarket ?

how satisfy are you with your Count of

overallshopping experience at lulu response
hypermarket
Highly dissatisfied 5
Highly satisfied 58
Satisfied 37
Grand Total 100

Total Highly
dissatisfied
5%

Satisfied
37%
Highly satisfied
58%

Interpretation
Above table and pie chart represent satisfaction level of respondent toward lulu
hypermarket among 100 respondent 58 % respondents are highly satisfied ,37%
respondents are satisfied ,5 % respondent are highly dissatisfied with their overall
shopping at lulu hypermarket.

Page | 89
Cross tabulation between the satisfaction level toward lulu hypermarket and age of
respondent

Count of How satisfied are you with your Count of

overall shopping experience at lulu Age
hypermarket
15-25 25 35 45 Grand
- - - Total
35 45 55
Highly dissatisfied 4 1 5
Highly satisfied 1 26 14 17 58
Satisfied 7 9 7 14 37
Grand Total 8 35 25 32 100

15-25 25-35 35-45 45-55

26

17
14 14

9
7 7
4
1 1

Highly dissatisfied Highly satisfied Satisfied

Interpretation
Above table and graph represent that satisfaction level of respondent toward lulu
hypermarket majority of respondent under the age of 25-35 in which 26 respondent are
highly satisfied, 9 respondent are satisfied with their overall shopping experience at lulu
hypermarket.32 respondent are under the age of 45-55 in which 17 respondent are
highly satisfied,14 respondent are satisfied ,1 respondent highly dissatisfied,25
respondent under the age of 35-45 ,14 respondent under the age of highly satisfied,7
respondent are satisfied,4 respondent are highly dissatisfied.

Page | 90
Cross tabulation between the satisfaction level toward lulu hypermarket and gender of
respondent

Count of How satisfied are you with your Count of

overall shopping experience available at lulu Gender
hypermarket
Female Mal Grand
e Total
Highly dissatisfied 2 3 5
Highly satisfied 36 22 58
Satisfied 23 14 37
Grand Total 61 39 100

Female Male

36

22 23

14

2 3

Highly dissatisfied Highly satisfied Satisfied

Interpretation
Above table and graph represent that satisfaction level toward lulu hypermarket among
100 respondent. Total 61 are female respondent and 39 are male respondent , in which
36 are female are highly satisfied , 22 are male respondent, 23 female and 14 male
respondent are satisfied with their overall shopping experience at lulu hypermarket 2
female and 3 male are highly dissatisfied with their overall shopping experience at lulu
hyper market.

Page | 91
Cross tabulation between the satisfaction level toward lulu hypermarket and income of
respondent

Count of Income of
How respondents
satisfied are
you with
your overall
shopping
experience
available at
lulu
hypermarket
10000 10000- 30000- 90000 Grand
below 30000 60000 above Total
Highly dissatisfied 1 4 5
Highly 7 2 25 24 58
satisfied
Satisfied 11 2 13 11 37
Grand Total 18 4 39 39 100

10000 below 10000-30000

30000-60000 90000 above

25
24

13
11 11

7
4
2 2
1

Highly dissatisfied Highly satisfied Satisfied

Interpretation
Above table and graph represent that satisfaction level toward lulu hypermarket among
100 respondent 39 respondent income are above 90000 in which 24 respondent are
highly satisfied ,11 are satisfied, 4 are highly dissatisfied,39 respondent income are
between the 30000-60000 in which 25 respondent are highly satisfied, 13 respondent
are satisfied,1 respondent are highly dissatisfied 18 respondent income are below 10000

Page | 92
in which 11 satisfied , 7 are highly satisfied with the over all shopping experience at lull
hypermarket.

Page | 93
CHAPTER-4
FINDINGS

Page | 94
 Finding
❖ Majority of respondent are female (61) among 100 respondent and 39 are male
respondent.

❖ Majority of respondent under the age 25-35 in which 19 are female and 16 are
male respondent.
❖ Majority of respondent are salaried person (66) and homemaker(17) .
❖ Majority of respondent female and male respondent are salaried person in which
36 are female and 33 are male respondent and 17 female are home maker.
❖ Majority of respondent (53) made visit monthly in lulu hypermarket.
❖ Majority of respondent made visit monthly 31 are female respondent and 22 are
male respondent.
❖ Majority of respondent income are between 30000-60000 (39) and (39)
respondent are above 90000 .
❖ Majority of respondent became aware about lulu hypermarket with the help of
newspaper (51) in which (29) are female and (22) are male respondent.
❖ Majority of (59) respondent found that store in lulu hyper market are easy to
navigate.
❖ Majority of (59) respondent found that store was extremely easy to navigate in
which 35 respondent monthly visit lulu hypermarket.
❖ Majority of respondent were (62) strongly agree that there was wide variety of
product to choose from lulu hypermarket.
❖ Majority of respondent (36) female and (26) female respondent are strongly that
there was wide of product to choose from lulu hypermarket.
❖ Majority of respondent (59) found that product are easily available in stock.
❖ Majority of female (35)and (24) male respondent found that product were
always available in stock.
❖ Majority of respondent found that product are available in stock according to
visit made by them in which 35 respondent made visit monthly.
❖ Majority of respondent (61)rate that staff of lulu hypermarket are very friendly
and very helpful in nature.

Page | 95
❖ Majority of respondent female and male respondent rate that staff of lulu
hypermarket are very friendly and helpful in which (37) female and (26) are male are
respondent.
❖ Majority of respondent made visit monthly (53)they rate that staff are very
friendly and helpful in nature.
❖ Majority of (61) respondent rate that price at lulu hypermarket are very
reasonable .
❖ Majority of female (24)and (37) are male respondent rate that price at lulu
hypermarket are very reasonable.
❖ Majority of respondent(59) are highly satisfied with the freshness and quality of
product .
❖ Majority of respondent female(36) and (23) male are highly satisfied with the
freshness and quality of product at lulu hypermarket.
❖ Majority of respondent are highly satisfied with special offer and discount
provide by the lulu hypermarket.
❖ Majority of respondent are highly satisfied with special offer and discount under
the income of 30000-60000 and 90000.
❖ Majority of respondent rate that customer service at lulu hypermarket are
excellent.
❖ Majority of respondent male and female rate that customer service at lulu
hypermarket are excellent.
❖ Majority of respondent are highly satisfied with their overall shopping
experience at lulu hyper market.
❖ Majority of female respondent are highly satisfy with their overall shopping
experience.
❖ Majority of respondent under the age of 25-35 are highly satisfied with their
overall shopping experience at lulu hypermarket.
❖ Majority of 58% respondent are highly satisfy with their overall shopping
experience at lulu hypermarket.

Page | 96
 Suggestions

❖ Most of customer in lulu hypermarket are female; so company should conduct

special programs to them.

❖ Most of the customer being to age group of 25-35 year.so,company has to

concentrate more on those people to enhance the sale.

❖ The company must do some more promotional activities and advertisement.

❖ The company must do some more promotional activities and advertisement.

❖ The company has to conduct the periodical meeting with potential customer and

take their valuable suggestions.

❖ The company may provide more discount cards and gift to customer while

purchasing the products.

❖ Company shall maintain the quality of quality of product for which majority of

customer are giving great importance.

❖ The store staff should be trained adequately so as to convince the potential

buyer ,because his performance on job has great impact on sale of a product.

❖ The store staff should be trained adequately to avoid billing and double billing

mistake.

Page | 97
 Scope for future study

E-Commerce Trends: Examine how Lulu Hypermarket's customer behaviour is

impacted by the growth of e-commerce and online shopping platforms. Examine how
digitalization has affected customer preferences in areas including online product
research, comparison shopping, and the impact of online reviews.

Sustainability and social responsibility: Examine how consumers' increasing awareness

of corporate social responsibility and environmental sustainability affects their
decisions to buy at Lulu Hypermarket. Examine the effects on customer loyalty of
social programmes, ethical sourcing, and eco-friendly practises.

Cross-Cultural Analysis: If Lulu Hypermarket operates in a variety of cultural contexts,

look into how those contexts affect the purchasing decisions of its customers. Recognise
how different cultural groups make decisions and how their preferences, attitudes, and
methods of making decisions vary.

Marketing Strategies: Assess how well Lulu Hypermarket's marketing initiatives have
worked to draw in and hold onto customers. Examining how advertising campaigns,
loyalty plans, and promotions affect consumer behaviour is one way to do this.

Brand Loyalty and Trust: Investigate the elements that help Lulu Hypermarket cultivate
and preserve brand loyalty. Examine how brand reputation, customer service, and trust
affect recurring business and good word-of-mouth.

Demographic Analysis: Study how demographics such as age, gender, income, and
occupation impact consumer preferences at Lulu Hypermarket. Tailor marketing
strategies to specific demographic segments for better customer engagement.

Competitive Analysis: Compare consumer buying behaviour at Lulu Hypermarket with

that at competitors. Identify areas where Lulu can differentiate itself or improve to stay
competitive in the market.

Page | 98
 Conclusion

In conclusion ,the presence of lulu mall in lucknow had a significant impact on the
retail industry,leading to change in customer’s shopping interest and prefrences. The
shift from unorganized retail to organized retail is evident, as lulu mall offers customers
an international shopping experience that attract them to the mall.one of the key reasons
customer are drawn to lulu mall is its comprehensive offering, providing everything
under one roof ,including fresh food. The conveience and variety offered by the mall
appeal to shoppers, leading to increased footfall and spending. customers’ trust in big
mall like lulu is reflected in their preference for purchasing from such organized retail
establishment. The mall’s effort in maintaining good customer relation ,providing
special discounts,and offering unique product contribute to customer satisfaction and
positive perception of the mall.

Page | 99
 Limitation

❖ Since the public’s response determine the validity and reliablity of the data,bias
was more likely because the study’s sample size consisted only of respondent.
❖ Due to the researcher’s time constraint and the sample’s tiny size in relation to
the population ,it may not accurately reflect the entire population.
❖ The data was gathered via structure questionnaire, therefore it contain the
typical and usual flaws associated with this kind of data gathering.
❖ A lack of access to extensive information.
❖ Report had to be completed in brief period.
❖ Reluctance of the respondent to give opinion or insight.
❖ Conflict over personal issues and biased views.
❖ Access to data is challenging.
❖ Unable to forecast and select an appropriate sample.

Page | 100
 Appendix

Age
o 15-25
o 25-35
o 35-45
o 45-55
o 55-65

Gender
o Male
o Female

Occupation
o Salaried person
o Self employed
o Student
o Homemaker

Income
o 10000
o 10000-30000
o 30000-60000
o 90000

How frequently do visit the lulu hypermarket?

o Daily
o Weekly
o Monthly
o Rarely
o First time

Page | 101
How frequently do you visit the lulu hypermarket ?
o Daily
o Weekly
o Monthly
o Rarely
o First time
How did you first become aware of the lulu hyper market ?
o Newspaper
o Social media
o Radio
o Google
o Other
Did you find the store layout easy to navigate ?
o Extremely easy
o Easy
o Neutral
o Extremely difficult
o Difficult

Were the product you were looking for available in stock ?

o Always
o Sometime
o Often
o Rarely
o Never
Did you find wide variety of product to choose from ?
o Strongly agree
o Agree
o Strongly disagree
o Disagree
o Neutral

Page | 102
How would you rate the friendliness and helpfulness of the staff ?
o Very friend and very helpful
o Friendly and helpful
o Neutral
o Unfriendly and unhelpful
o Very unfriendly and very unhelpful
Do you think the prices at the lulu hypermarket are reasonable ?
o Very reasonable
o Reasonable
o Neutral
o Unreasonable
o Very unreasonable
What attract you to buy from lulu hypermarket ?
o Product
o Price
o Quality
o Monthly sale
o Offer
o Discounts
How satisfied are you with the quality and freshness of product available at the lulu
hypermarket ?
o Highly satisfied
o Satisfied
o Neutral
o Highly dissatisfied
o Dissatisfied
How would you rate the customer services at lulu hypermarket ?
o Excellent
o Very good
o Good
o Fair
o poor

Page | 103
How satisfied are you with your overall shopping experience available at lulu
hypermarket ?
o Highly satisfied
o Satisfied
o Highly satisfied
o Dissatisfied
o Neutral

Page | 104
Page | 105
Page | 106