A report

On
“Retail shopper buying behaviour & Experience Evaluation at
select stores of Reliance Retail”.
By
Avni Sharma
Batch 2022-24

Submitted in partial requirements of PGDM Program at

Jaipuria Institute of Management
Jaipur

Industry Mentor: Faculty Mentor:

Mr. Vimal Patel Dr. Niranjan Rajpurohit
(Assistant General Manager)
Central Marketing Team
Reliance Retail

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 CERTIFICATE OF ORIGINALITY
To whomsoever it may concern
This is to certify that the Summer Internship Project Report entitled "Retail shopper buying
behaviour & Experience Evaluation at Select stores Of Reliance Retail", submitted by Ms.
Avni, represents an original work done by the student mentioned herein and has been submitted
in partial fulfilment of the requirements of the PGDM Programme (2022-24 Batch).

Avni Sharma
Date: 23rd July,2023
Place: Jaipur

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 CERTIFICATE

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 ACKNOWLEDGEMENT
When one succeeds in accomplishing one's objectives, it is customary to feel a strong sense of
appreciation toward those who helped and direction along the road. This piece of formal
acknowledgement is an attempt to reflect the feeling of gratitude that I have towards the people
who assisted me in successfully completing my training.
As a result of the assistance provided by both my industry mentor Mr. Vimal Patel (Assistant
General Manager, Central marketing team) and my faculty mentor Prof. Niranjan Rajpurohit,
I was able to successfully complete my summer internship project report. I would like to
express my sincere appreciation and gratitude to both.
I would like to extend a special gratitude to all my store managers and colleagues for their
valuable contribution in stimulating suggestions and encouragement, helped me to coordinate
my project especially in writing this report.
Furthermore, I would also like to acknowledge with much appreciation my college, Jaipuria
Institute of Management, Jaipur, and its Career Management Centre (CMC) who provided me
with this wonderful opportunity to gain great corporate exposure and develop useful skills. I
would also like to thank my parents, friends, and everyone who helped me at different stages
of my internship.
AVNI SHARMA
PGFB2213

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 EXECUTIVE SUMMARY
This report entitled "Retail shopper buying behaviour & Experience Evaluation at Selected
stores of Reliance Retail", covers all the details of my summer internship programme, which I
completed from Reliance Retail for Vadodara location, under the guidance of my faculty
mentor and industry mentor, Being a Market research Intern my role was to visit the different
stores of reliance retail per week and collect feedbacks from the customers visiting the store
through three types of structured questionnaire's depending upon the format of the store i.e.
Reliance Malls, Main and Jiomart along with collecting feedbacks I was supposed to
understand Consumer buying patterns and behaviour.
But before conducting interviews it was even more important for me to understand store
aesthetics which included and focused on placement of discrete apparels for example in Trends
format Apparels, ethnic for women were on the ground floor while Men’s, Kids and women
Casuals was on 1st and 2nd floor and third to position to decide the focal points and right in
front of entrances they always had ethnic wear collection At last, I was expected to prepare a
report through the data which I have collected inside the stores from the customers visiting.
Before going on field, we were given three days of rigorous training, we were made to practise
different role plays with questionnaire with the help of response card to understand and practise
how to cater different sets of the customer.
For the first two week I was assigned with Apparel store (Reliance Trends, Centro) after which
I was shifted to Trends Women and collected the responses.
This Report contains all the information related to the different store I had visited, the data
analysis for different stores, my experience, and learnings.

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 Table of Content

S. No. Topic Page No.

1 Declaration (i)

2 Certificate from Originality (ii)

3 Certificate (iii)

4 Acknowledgement (iv)

5 Executive Summary (v)

6 Chapter 1: Introduction 7-10

7 Chapter2: Organization Overview 11-19

8 Chapter 3: Industry Analysis 20-25

9 Chapter 4: Research Methodology 26-28

10 Chapter 5: Results and Discussion 29-46

11 Chapter 6: Recommendations and Learning from SIP 47-49

12 Chapter 7: Limitations, Future Scope of the Study and Conclusion 50-52

13 Chapter 8: References 53-54

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 Chapter 1

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 INTRODUCTION

The retail industry means selling or renting goods and services to consumers for their personal
or household use. It includes a wide range of industries like food, apparel, electronics,
automotive, etc. The developed economies of Europe and North America have a highly mature,
competitive, and expanding retail sector globally. While the Middle East, Asia Pacific, and
Latin American developing countries are the primary force behind the market expansion in the
retail sector. In the Asia Pacific region, Malaysia, Singapore, and Thailand are among the top
shopping destinations. In addition, the popularity of online shopping has grown significantly
(particularly during the COVID-19 pandemic). The industry is changing and being reshaped
because of the use of augmented reality and other technologies. However, the retail business
faces a significant challenge and threat from the pricing disparity between brick-and-mortar
stores and the availability of items online.
The retail industry is predicted to expand the fastest in Asia Pacific. The retail industry in India
accounts for 10% of the nation's GDP and about 8% of all jobs. In terms of international retail
destinations, India is ranked fifth.
India has the world's largest population, the greatest middle-class household population, rising
urbanisation, rising household incomes, and a connection between rural and urban consumers,
among other things, making it a desirable retail market.
Numerous global firms are keen to enter this booming market early and take advantage of
India's sizable client base. In the upcoming years, it's anticipated that 60 new shopping centres
with a combined retail capacity of 23.25 million square feet will open.

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India is a desirable location for retail investments due to several characteristics. These include
its sizable population, an expanding middle class, rising household incomes, linked rural
customers, and a significant increase in consumer expenditure. Consumer electronics, clothes
& footwear, and FMCG account for 9%, 65%, and 10% of the retail market's major segments,
respectively.
With a wide spectrum of participants, from tiny, independent merchants to major, global
organisations, the Indian retail industry is extremely diverse and fragmented. Most of the
market is made up of the unorganised retail sector, with Kirana stores and neighbourhood shops
dominating the food and grocery industry. Supermarkets, hypermarkets, department stores, and
specialty shops are driving the rapid expansion of the organised retail sector.

The growth of the Indian retail industry is being driven by several factors,
including:

• Rising incomes and urbanisation: India's economy is among the fastest growing in the world,
and its middle class is expanding. Spending on retail goods and services is increasing because
of this.
• Changing customer preferences: Customers in India are growing pickier and seeking a greater
variety of goods and services at lower costs. This is giving organised shops the chance to
provide a more convenient and unique shopping experience.
• Expanding e-commerce market: Sales of electronics, clothing, and home appliances are
driving the e-commerce market's rapid expansion in India. This is providing a new channel for
retailers to reach consumers.

The Indian retail industry faces several challenges, including:

• Infrastructure bottlenecks: Because India's infrastructure is still under construction, it may be

challenging for retailers to get goods and services to customers.
• Regulatory obstacles: The Indian government has several rules that make it challenging for
merchants to conduct business.
• Unorganised retailers are a competitor: India's unorganised retail market continues to be
dominant, making it challenging for organised merchants to compete on pricing.
The Indian retail sector is anticipated to increase in the upcoming years despite these
difficulties. The industry is well-positioned to gain from the expanding economy, rising
earnings, and shifting consumer tastes of the nation. The e-commerce business is anticipated
to expand quickly as well, giving retailers a new way to connect with customers.

Here are some of the key trends that are shaping the Indian retail industry:

• E-commerce market growth: By 2030, the Indian e-commerce market is predicted to reach
$350 billion. The growing use of cell phones and online shopping are the main drivers of this
trend.

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• Rise of omnichannel retailing: Retailers are rapidly implementing omnichannel retailing
methods, enabling them to connect with customers across a variety of channels, including
physical stores, online marketplaces, and mobile apps.
• Customer experience is a priority: Retailers are working to improve the shopping experience
for customers by offering features like individualised recommendations, simple returns, and
quick shipping.
• Technology adoption: To enhance their operations and customer experience, retailers are
implementing new technologies like artificial intelligence, big data, and robotics.
Retail Industry Segmentation: Reliance Retail, a subsidiary of Reliance Industries Limited
(RIL), is one of India's largest retail companies with a wide range of offerings across various
segments.
1. Food and Beverages
2. Personal and Household care Apparel, Footwear, and Accessories.
3. Furniture, Toys
4. Electronics and Household appliances
5. Other Products
By Geography:
1. North America
2. Europe
3. Asia- pacific
4. Latin America
5. Middle East Africa
By Distribution Channel:
1. Supermarket/ Hypermarket
2. Convenience and Department stores
3. Specialty stores
4. Online
5. Other distribution channels

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 Chapter 2

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 Introducing Reliance Retail:
Empowering India's Shopping Experience

Reliance Retail, the retail initiative of Reliance Industries Limited, has played a pivotal role in
revolutionizing the retail landscape in India. Reliance Retail's operating philosophy, which is
grounded in the spirit of a new and resurgent India, channels the aspirational energy of the
country with a strong emphasis on inclusion, growth, and producing lasting societal value for
millions of Indians.
Reliance Retail has established enduring relationships with millions of customers in a relatively
short amount of time by providing them with an unrivalled shopping experience that is
distinguished by limitless options, excellent quality, and exceptional value propositions across
all its outlets.
This retail giant's growth trajectory has not only spurred economic progress but has also
brought about a significant socio-economic transformation across the country. Reliance Retail,
the only retailer from India to make it into the Top 100 list of Top Global Retailers, is proudly
ranked 53rd among the world's fastest-growing retailers. With a remarkable 249 million
registered consumers who frequent its different store layouts, it has a wide reach as India's
largest retailer. Reliance Retail operates at an unsurpassed scale in the Indian retail sector,
facilitating approximately 3 million daily transactions, with more than 780 million footfalls
registered across all its outlets in FY23. Its multi-pronged strategy includes a variety of store
formats that serve consumers' daily or sporadic needs as well as their planned shopping needs
across a range of consumption baskets, including groceries, consumer electronics, fashion &
lifestyle, and pharmaceuticals.
Reliance Retail operates several formats in the grocery market, including Fresh Signature,
Smart superstore, Smart Bazaar, Smart Point, Freshpik, Shree Kannan Departmental, 7-Eleven,

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and Jayasurya stores, which provide a wide selection of food, fresh produce, bakery, dairy
products, home, and personal care items, as well as general merchandise. Additionally, it
operates the hyperlocal delivery network Milkbasket and the quick-commerce business Dunzo.
Reliance Retail diversifies its Fashion & Lifestyle portfolio to serve customers in the value,
mid, premium, and luxury categories. An extensive and varied shopping experience is
guaranteed by brands like Trends, Trends Woman, Trends Man, Trends Footwear, Avantra by
Trends, Azorte, Centro, Reliance Jewels and Hamleys, as well as more than 50 renowned
international brands like GAP, Armani, Burberry, Diesel, GAS, Marks & Spencer, Superdry,
Brooks Brothers, Steve Madden, and others.
The digital commerce platforms operated by Reliance Retail are also significant market
players. In contrast to Jiomart, a cross-category horizontal platform, AJIO is a fashion and
lifestyle destination that brings national and international brands right to customers' doorsteps.
Jiomart also makes use of the extensive network of Reliance Retail outlets and the well-
established supply chain infrastructure.
Reliance Retail maintained its dominant position in the market in 2022–2023 with a spectacular
revenue of Rs. 2,60,364 crores. By March 31, 2023, it will be running a sizable network of
18,040 stores in over 7,000 towns, encompassing a total of over 65.6 million square feet of
retail space. Reliance Retail is still dedicated to improving the daily lives of millions of Indians,
establishing new benchmarks for the retail sector, and elevating the Indian shopping
experience.

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 Brief History

The Company entered the organized retail segment in the year 2006, it was the time when the
two Ambani brother, Anil, and Mukesh separated their business. Their first store for fresh
vegetables was opened in Hyderabad, the main objective was to offer buying groceries, and
vegetables a lifestyle experience. They started with an investment of 25,000 crores they wanted
to cater to other segments too.
The company spread its operations by entering different segments mainly, Fashion, Electronics,
and Cash and Carry businesses. They entered Fashion in 2008 while Cash and carry out in
2011.
In the year 2014, Reliance Retail outperformed the Future groups in terms of its overall retail
revenue earned in a year which amounted 13,666 crores, while for Reliance Retail it was 14,496
crore and following which Reliance Retail became the largest retailer in the year 2014.
Reliance made its first attempt to make its presence online through reliancefreshdirect.com to
deliver groceries in Mumbai but then in the year 2016, it entered a full-fledged e-commerce
platform Ajio.com.
In the year 2016, Reliance Retail came up with a free telecom service named Jio, announcing
three months of free usage. It changed the internet consumption pattern in India, its revenue
increased up to $ 10 billion in the year 2018.
In the year 2019, They went with their first international merger British toy retailer Hamleys.
Prior to this month it also made a major acquisition with online pharma Netmeds for 620 crores.
It also underwent international mergers with Armani and Burberry
When the country was hit by COVID-19, its revenue declined by 17% to Rs 31,663 crores by
June 30. Where 50 percent of their stores were completely shut, while 29 percent of their stores
partially operating.

Reliance Retail Subsidiaries

 Reliance Fresh
 Reliance SMART
 Reliance Trends
 Reliance Digital
 Reliance Footprint
 Reliance Jewels
 Reliance Market
 7-eleven
 Reliance SMART Point
 Reliance Wellness
 Jiomart
 Avantra by Trends
 AZORTE

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  Reliance Centro
 Fashion Factory
 Ajio
 Hamleys
 Reliance Mall
 Reliance ResQ

VISION
Their vision states and promises to be the most admired and successful organized retail
company in India which focuses on improving the quality of life of every Indian.
MISSION
 To provide millions of customers with unlimited choice, outstanding value proposition,
superior quality, and unmatched experience across the full spectrum of products and
services.
 To serve the entire spectrum of Indian society i.e., from households, Kiranas and
traders, to small and medium enterprises and large corporations.
 To reach the length and breadth of the country through our physical and digital
distribution platforms.
 Enable the choice, opportunity and livelihood of our supplier ecosystem consisting of
producers, farmers, artisans, craftsmen, and manufacturers.
 To provide direct and indirect employment opportunities with skill transformation and
talent development on an unprecedented scale.

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 Goals and Objectives
The main goals and objectives of Reliance Retail are as follows:

o Customer-Centric Approach: The company strives to provide customers with a

seamless and exceptional shopping experience across its offline and online platforms,
ensuring their needs and preferences are met.
o Innovation and Differentiation: Reliance Retail focuses on innovation and
differentiation to stand out in a competitive market. This includes introducing new
formats, product offerings, and services that set trends and create a unique shopping
experience.
o Diverse Product Portfolio: The goal is to offer a comprehensive product portfolio across
various segments such as grocery, electronics, fashion, jewellery, footwear, pharmacy,
and more, catering to different consumer demands.
o Expansion and Reach: The objective is to expand its geographical footprint, reaching
both urban and rural areas to tap into diverse markets and consumer segments.
o Inclusive Growth: The company aims to contribute to the growth of local economies
by generating employment opportunities, supporting small businesses, and partnering
with local suppliers.

Leadership

 Darshan Mehta is the CEO of Reliance Retail now. He has worked for the company
since 2006 and has held several executive roles, including president and chief operating
officer. Mehta is an Indian Institute of Management, Ahmedabad graduate.
 Mukesh Ambani serves as the chairman of Reliance Retail. He serves as the chairman
and managing director of Reliance Retail's parent business, Reliance Industries Limited
(RIL). Ambani, one of the wealthiest persons in the world, is renowned for his
entrepreneurial spirit and financial savvy.
 The Reliance Retail executive team is made up of a group of skilled and accomplished
individuals that are dedicated to the success of the business. They are putting a lot of
effort into achieving their clear vision for Reliance Retail's future.

The other members of the leadership team of Reliance Retail include:

 Damodar Mall- Chief Executive Officer, Grocery Retail

 Shawn Gray- Chief Executive Officer, Reliance Retail Markets
 Kumar Nitesh- Chief Executive Officer, Reliance Footprint and Trend Footwear and
Lee Cooper and Catwalk and Perforamax
 Akhilesh Dhar Mishra- Chief Executive Officer, Reliance Digital
 Arvind Mediratta- Chief Executive Officer, Reliance Retail (Fashion and Lifestyle)
 Raghuvinder Singh- Chief Executive Officer, Reliance Retail (Consumer Brands)
 Manoj Agrawal- Chief Executive Officer, Reliance Retail (JioMart)

Core Values

 Customer-centric approach: Reliance Retail is dedicated to giving customers a

wonderful shopping experience. It achieves this by providing a vast selection of goods
and services, affordable prices, and top-notch customer support.

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  Innovation: Reliance Retail is constantly seeking for innovative methods to grow its
business and give customers more for their money. To stay ahead of the competition, it
continually makes investments in innovative technology and procedures.
 Excellence: Reliance Retail is dedicated to giving customers the best goods and services
possible. It adheres to strict quality standards and continually seeks to enhance both its
goods and services.
 Integrity: Reliance Retail is dedicated to operating ethically. It is dedicated to
responsibility and transparency, and it upholds a strict code of ethics.
 Teamwork: Reliance Retail is a corporation that values collaboration. It holds that the
aggregate of the individual strengths of its personnel is greater than the whole. It is
dedicated to fostering an environment at work where workers can flourish.

Product and services of the overall organisation

 Electronic goods: Reliance Retail runs stores including Reliance Digital and MyJio
Store, which provide a variety of consumer electronics, home appliances, computing,
and mobility items, gadgets, and accessories.
 Jewellery: The Reliance Retail division's Reliance Jewels brand sells a variety of gold,
diamond, and precious stone jewellery.
 Footwear: It offers a range of footwear alternatives for men, women, and kids with
brands including Trends Footwear and Azorte.
 Apparel: Reliance Retail offers clothing options in several formats, including Trends,
Trends Woman, Trends Man, and Avantra by Trends. Value, mid-range, premium, and
luxury categories are all catered to by these formats.
 Hypermarket: Reliance Retail owns and runs hypermarkets that sell a variety of goods
in several categories, such as food, household goods, electronics, clothing, and more.
 Games and Toys: Reliance Retail is the owner of the renowned toy store brand
Hamleys, which sells a variety of kid-friendly games, toys, and entertainment items.
 Consumer Brands: Reliance Retail offers a variety of consumer brands that provide
adaptable daily necessities. To satisfy consumer needs, these brands go through a
thorough product development and research process.

Organizational structure, culture, and internal environment.

Reliance Jewels showroom organization structure:

Store manager: Store manager is responsible for sales and management of store staff and
forward further to top level management. Under store manager team includes the following:

Commercial manager: Responsible for all financial expenses related to store management
including data of inward of PAN India stock and outward of stock, number of billings,
miscellaneous expenses for customer and employee refreshment, bank details, event
management and all budgeting related issues of that event. Stock controller and cashier assists
commercial manager in handling all accounts of the store.

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Stock controller: handling inward and outward of stock.

Cashier: handling billing of customers.

Floor manager: Responsible for activities happens on floor and directs customer service
associates for selling.

Customer service associates (K3): They are senior most in customer service associate which
directly entertain the customer and they have work experience of 5 to 10 years.

Customer service associates (K2): Their responsibility is to attend customers and they have
work experience of 6 months to 1 year.

Customer service associates (K1): They are also responsible to attend and give them services
they need, and they are freshers to company.

Quality check officer: responsible for checking quality and certification of all purchasing
ornaments by customer and checking the purity of jewellery on care to meter.

Area loss prevention officer: Responsible for all outlets in a particular city and controls all
security loss prevention before loss happens.

Security loss prevention team: They are responsible for exit and entry of customers footfall
and inward and outward checking of stock. They are hired from third party organization which
has tie ups with reliance.

Group logistic and operations: making account of all details how much stock 15 getting
inward and how much stock getting outward.

Organisational Structure

Zonal Manager

Cluster Manager

Store Manager

Floor Team CRM

Manager Leader Department

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 Culture

A strong culture of innovation and consumer concern exists at Reliance Retail. The business is
constantly seeking for fresh approaches to enhance its goods and services and give clients a
better shopping experience. Additionally, there is a strong culture of cooperation and teamwork
at Reliance Retail. The business firmly believes that its employees' combined strength is greater
than the product of their individual parts.

Internal environment

The internal environment of Reliance Retail is positive and productive. The company has a
strong commitment to employee development and training. It also has a strong code of ethics
and is committed to doing business the right way.

Reliance Retail is a great place to work for. It offers competitive salaries and benefits, as well
as opportunities for growth and development. The company also has a positive and productive
work environment where employees can thrive.

Here are some of the key factors that contribute to the positive internal environment of Reliance
Retail:

 Strong leadership: Reliance Retail has a strong leadership team that is committed to
creating a positive and productive work environment.
 Employee development: Reliance Retail is committed to employee development and
training. It offers a variety of training programs to help employees develop their skills
and knowledge.
 Code of ethics: Reliance Retail has a strong code of ethics that guides its employees in
their work. This code of ethics helps to create a positive and productive work
environment.
 Positive work environment: Reliance Retail has a positive and productive work
environment where employees feel valued and appreciated. This is created by several
factors, including a strong focus on teamwork, collaboration, and innovation.

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 Chapter 3

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 Industry Analysis

Political Factors:
Government Rules: The Indian retail industry is governed by several laws that address issues
including foreign investment, licensing, and taxation. These laws provide a framework for
retailers to follow, and any changes to these guidelines may have a big impact on how the retail
industry runs.
Political Stability: Although the political climate in India is generally stable, there is always a
chance that it could change, which could cause unrest or other problems. Such occurrences
might have an impact on the retail sector by upsetting business as usual or sowing doubt among
customers and investors.
Government Policies: The trade, investment, and taxation policies of the Indian government
have an impact on the retail environment. For instance, multinational shops wanting to enter
the Indian market may face difficulties if the government develops regulations that give priority
to indigenous firms.

Economic Factors:

GDP Growth: India's economy is increasing quickly, which has led to a growing middle class
with more disposable income. This trend is advantageous for the retail industry since it shows
that there is a growing need for a range of retail goods and services.
Inflation: Fluctuations in inflation rates can have an impact on the retail sector's costs of labour
and supplies. The profit margins of merchants may be impacted by high inflation as they deal
with increased costs.
Exchange rates: Retailers who import goods may be impacted by changes in the exchange rate
between the Indian rupee and other currencies. For instance, a decline in the value of the rupee
would result in higher import costs, which would have an impact on pricing and profitability.

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Social Factors:

India's demographics are changing significantly, with a growing middle class and a young
population being the main indicators. This generational shift offers the retail industry a chance
to reach a bigger consumer base.
Consumer tastes: As people become more discriminating and want a greater range of goods
and services, consumer tastes are quickly changing in India. As they work to adjust to these
shifting consumer needs, this presents a dilemma for merchants.
Social media: The development of social media platforms is having an increasing impact on
India's retail environment. Retailers can use these platforms to interact with a larger audience,
advertise their products, and improve the visibility of their brands.

Technological Factors:

E-commerce Surge: The Indian retail industry is changing as a result of the rapid growth of e-
commerce. To compete with their online peers, traditional brick-and-mortar merchants are
forced to invest in e-commerce skills.
Retailers can better understand consumer behaviour and hone their marketing and sales
strategies with the use of data analytics, which is becoming more and more popular in the
industry.
Emerging Technologies: Robotics and artificial intelligence have the potential to completely
change the retail sector. Retailers may improve operational efficiency and provide greater
consumer experiences by keeping up with these developments.

Environmental Factors:

Sustainable Practises: Retailers are adopting eco-friendly strategies in response to the growing
need for sustainable practises in the industry. Retailers are being pushed in this direction by
both consumer preferences and governmental requirements, which encourage them to integrate
sustainability into their business practises.
Climate Change: The retail sector may be impacted by climate change's effects, which include
natural disasters and supply chain disruptions. Retailers are asked to create plans to reduce the
risks brought on by climate-related issues.
Resource Scarcity: Water is a scarce resource that could have an impact on retail operations by
limiting the supply of raw materials or making it difficult to run stores. Retailers are asked to
create plans for properly managing and coping with resource constraint.

Legal Factors:

FDI Regulations: Foreign direct investment regulations may have an impact on how foreign
merchants enter and flourish inside the Indian market, affecting their business plans and
expansion tactics.

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Consumer Protection: Protection of consumers the operation of businesses, the handling of
returns, and assuring customer happiness are all directly impacted by strict rules designed to
protect consumer rights and guarantee product quality. It's essential to follow these laws if you
want to keep your brand's reputation positive and your customers' confidence.

SWOT Analysis

Strengths:

1. Strong brand name: Reliance Retail is a well-known and trusted brand in India. This
gives the company a competitive advantage over other retailers.
2. Large retail footprint: Reliance Retail has a large retail footprint, with over 12,000
stores across India. This gives the company a strong presence in the market and allows
it to reach many customers.
3. Diverse product portfolio: Reliance Retail offers a wide range of products and services,
including groceries, fashion, electronics, and home goods. This gives the company a
competitive advantage over other retailers that focus on a narrow range of products.
4. Strong financial position: Reliance Retail is financially strong, with a strong balance
sheet and a track record of profitability. This gives the company the resources to invest
in new growth opportunities.

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 5. Experienced management team: Reliance Retail has an experienced management team
with a proven track record of success in the retail industry. This gives the company the
ability to execute its business strategy and achieve its goals.

Weaknesses

1. High debt levels: Reliance Retail has high debt levels, which could make it vulnerable
to financial distress.
2. Competition from online retailers: Online retailers like Amazon and Flipkart are posing
a growing threat to Reliance Retail. The future expansion of the business may be
threatened by this.
3. Lack of international presence: Now, Reliance Retail is concentrated on the Indian
market. Future potential for the company's growth can be constrained by this.
4. Overexpansion: Reliance Retail has been expanding rapidly in recent years. This
could lead to overexpansion and financial problems if the company is not careful.

Opportunities

1. Growth of the Indian retail market: The constantly expanding Indian retail sector offers
Reliance Retail the chance to build its company.
2. Growth of e-commerce: The growth of e-commerce is an opportunity for Reliance
Retail to expand its online presence and reach a wider audience.
3. International expansion: Reliance Retail could expand into international markets, such
as Southeast Asia and Africa. This would allow the company to grow its business and
reach new customers.
4. New product development: Reliance Retail could develop new products and services
to meet the changing needs of its customers. This would help the company to stay
ahead of the competition.
5. Acquisitions: Reliance Retail could acquire other retailers to expand its reach and
product portfolio. This would be a good way for the company to grow its business
quickly.

Threats

1. Economic slowdown: An economic slowdown could hurt the Indian retail market and
lead to a decline in sales for Reliance Retail.
2. Government regulations: The Indian government could introduce new regulations that
make it more difficult for Reliance Retail to operate its business.
3. Entry of new competitors: new competitors could enter the Indian retail market and
pose a threat to Reliance Retail's market share.
4. Changing consumer preferences: Consumer preferences are changing rapidly, which
could make it difficult for Reliance Retail to keep up.
5. Natural disasters: Natural disasters, such as floods and earthquakes, could disrupt
Reliance Retail's operations and lead to losses.

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Porter's Five Forces Model of Reliance Retail:

Bargaining power of buyers: Indian consumers have significant purchasing power. This is due
to the substantial number of purchasers and their high level of price sensitivity. To draw in and
keep customers, Reliance Retail must compete on price.

Bargaining power of suppliers: The Indian retail sector gives suppliers a reasonable amount of
negotiating power. There are many providers, but they are not as well-organized as the
purchasers, which accounts for the situation. This indicates that while Reliance Retail has some
negotiating leverage with suppliers, it is not as significant as that of the purchasers.

Threat of new entrants: The Indian retail market faces a strong threat from new entrants. This
is due to the low number of market entry obstacles. As a result, new retailers can readily enter
the market and challenge Reliance Retail.

Threat of substitute products: In the Indian retail market, the threat of substitute products is
moderate. This is due to the availability of many substitute goods, including internet shops and
home delivery services. However, Reliance Retail has a well-known brand and a sizable retail
presence, which provide it with some protection from competing goods.

Rivalry among existing firms: In India's retail business, competition between established
companies is fierce. This is a result of the fierce competition among many shops for market
share. To draw in and keep customers, Reliance Retail must compete on pricing, product
quality, and service.

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 Chapter 4

26 | P a g e
 Research Problem
The primary goal of this study is to carefully evaluate customers' purchasing patterns and
shopping experiences at all Reliance Retail locations. Our study has goals that we hope to
accomplish:
I aim to first explore the elements that affect consumers' purchasing decisions at Reliance Retail
stores. Understanding client buying motivations, preferences, and decision-making processes
is necessary to achieve this. I intend to get more understanding of these factors and develop a
greater understanding of the factors that influence consumer preference for goods or brands.
Second, we want to assess the general level of customer service provided by Reliance Retail
outlets. This entails examining several aspects, including the level of customer service offered
by the personnel, the structure and style of the stores, the accessibility of the products, pricing,
special offers, and other components that affect the overall shopping experience. I believe I can
find areas of strength and areas that require improvement by thoroughly evaluating the client
experience.
Finally, I aim to evaluate the sales, customer satisfaction, and loyalty of Reliance Retail outlets.
I can find any operational flaws or holes that might have an impact on customer experience
and purchasing behaviour by understanding the store's performance indicators.

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 Research Methodology
In this research, the research design, which was conducted in descriptive research, which means
that to aim the comprehensively understand and describe the buying behavior and shopping
experience of customers at Reliance Retail stores. To gather the data, need to approached
people who were visiting Reliance stores in the areas of Vadodara, Gujarat and invited them to
participate in the study as respondents.
The main objective was to analyze the perceptions of customers specifically at two Reliance
store locations: Reliance Trends and Reliance Mall. and wanted to gain insights into how
customers perceive these stores and their overall shopping experience.
To collect the data, first need to practice the data and prepared a questionnaire and asked the
respondents to share their opinions and experiences. They provided their responses to the
questionnaire and gathered all the necessary data to proceed with this analysis.
After collecting the responses, processing employed various tools and techniques to analyze
the data. This allowed me to derive meaningful results and insights from the information
provided by the respondents. The goal was to gain a comprehensive understanding of the
factors influencing buying behavior, customer satisfaction, and the overall shopping experience
at Reliance Retail stores.
By using this research methodology, I aimed to contribute valuable insights to Reliance Retail,
enabling them to enhance their services, address customer concerns, and provide an even more
enjoyable and satisfying shopping experience for their valued customers at Reliance Trends
and Reliance Mall stores in Vadodara, Gujarat.

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 Chapter 5

29 | P a g e
 Data Analysis

1. Gender of the respondents

Total

77

119

Male Female

Interpretation:
The data indicates a higher representation of males in the survey compared to females, with
males constituting a significant majority at 60.72%. Conversely, females represent a smaller
proportion, comprising approximately 39.28% of the respondents.

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 2. Age Group of the respondents

Total
1
5 19

65

105

16-25 years 26-35 years 36-45 years 46-60 years more than 60 years

The age group 26-35 years had the highest number of respondents i.e.,105, making up about
(53.57%) of the total participants. The 16-25 years age group had 19 respondents, representing
approximately (9.69%) of the total. Participants aged 36- 45 years accounted for 65 respondents
(around 33.16%), while the 46 - 60 years age group had 5 respondents (about 2.55%) and only
1 respondent is of more than 60 years of the total, representing approximately 0.51%.

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 3. Respondents visited other stores of Reliance:

Total

75

120

Yes No

Interpretation:
Among the total respondents, approximately 61.53% (120 participants) indicated that they had
not visited any other Reliance stores besides the one mentioned in the survey. Conversely, a
significant majority of participants, about 38.46% (75 respondents), stated that they had visited
other Reliance stores in addition to the specific one specified in the survey.

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 4. Awareness of Reliance One Loyalty Program among Respondents:

Total

68

127

Yes No

Interpretation:
Out of the 195 respondents, 127 respondents (approximately 65.12%) indicated that they were
not aware of the Reliance One Loyalty Program. On the other hand, 68 respondents (about
34.47%) stated that they were aware of the program.

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 5. Respondents' Purchase Behavior:

Total
4

71

120

Yes, I bought everything which I wanted

Yes, I bought some of the thing which I wanted to buy
No, I didn't buy anything today

Interpretation:
Out of 195 participants, 61.53% (120 respondents) stated that they bought some of the things
they intended to purchase. 36.41% (71 respondents) stated that they bought everything which
they intended to purchase. Only 2.05% (4 respondents) stated that they didn’t buy anything on
the given day.

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 6. Respondent’s Preference for Companionship During Visits:

Companionship

87

108

Alone In a Group

Interpretation:
Out of the 195 total respondents, a significant majority around 55.38% (108 participants)
mentioned that they were alone during their visits, indicating that they carried out their
activities without any companions. On the other hand, approximately 44.61% (87 participants)
stated that they were in a group during their visits. This suggests that a large proportion of the
respondents preferred or were accompanied by visit alone in their shopping time.

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 7. Store Recommendation Sentiment:

Recommendation to family , Friends and

Neighbours

15
7

173

Yes No Maybe

Interpretation:
Out of 195 respondents, a very small percentage, approximately 3.58% (7 respondents),
expressed uncertainty by stating "No." This suggests that only a minimal number of
respondents were not entirely sure about recommending the store to others. On the contrary, an
overwhelming majority, around 88.71% (173 respondents), expressed a strong willingness to
recommend the store. These participants indicated a high level of endorsement and enthusiasm
in suggesting the store to their acquaintances, family, or friends, which indicates a positive
outlook for potential word-of-mouth promotion and support within the target audience.

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 8. Mode of transport to come at store:

Mode of transport
100
90
80
70
60
50
91 87
40
30
20
10
9 3
0 2 2 1
Walk 2wheeler Auto Car Local Train Bus Refused
rickshaw

Interpretation:
Among the 195respondents, approximately 46.67% (91 respondents) are came on 2wheeler for
their purchase. And approximately 44.61% (87 respondents) are came on Car for their product
purchase and only few people came in local train or a bus with approximately 1.53% (3
respondents),1.02% (2 respondents) and which means they have their house very far from the
store. And walking people are on the same ratio which is 1.02% (2 respondents) it means they
stays near to the store within 1 km.

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 9. Occupational Diversity Among Respondents:

Total

25
51

55
18

46

Self employed Service Business Student Housewife

Interpretation:
Occupations among the 195 respondents, approximately 23.58% (46 participants) identified
themselves as individuals involved in business-related activities. About 26.51% (51
respondents) were housewives primarily managing domestic responsibilities. The largest
occupational category, comprising approximately 28.20% (55 respondents), was individuals
employed in various service sectors. A significant portion, around 9.23% (18 respondents),
consisted of students pursuing their education. and approximately 12.82% (25 participants)
identified themselves as individuals involved in the Self-employed category. The data
showcases a wide range of occupations, with service people representing the largest segment
and individuals in Business-related work forming a significant portion of the surveyed
population.

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 10. Online Purchase Behavior Among Respondents:

Total

16

179

Yes No

Interpretation:
The data showcases that, out of the 195 respondents, around 8.20% (16 participants) made
online purchases in the past 3 months, while approximately 91.79% (179 participants) did not
engage in online shopping during the specified period. This indicates a significant proportion
of respondents who didn’t purchased online in past three months timeframe.

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Reliability Test
Reliability Statistics
Cronbach's N of Items
Alpha
.893 25

A reliability test is like a quality check for the consistency and dependability of measurements
or questions in a study. It helps us understand if our data collection methods are reliable.

We use a statistic called Cronbach's Alpha, which gives us a number to indicate how consistent
our measurements are. If the number is higher, it means our data is more dependable. With a
Cronbach's Alpha coefficient of 0.893 and a total of 25 items in the scale.

A Cronbach's Alpha coefficient of 0.893 indicates a good level of internal consistency among
the items in the scale. This value is relatively high, and it indicates that the items in the scale
are correlated with each other, measuring the same underlying construct.

With 25 items in the scale, the scale still seems to have a strong level of internal consistency,
given the high Cronbach's Alpha coefficient.
The scale continues to demonstrate a strong level of internal consistency with a Cronbach's
Alpha coefficient of 0.893 for a set of 25 items. And it means that the questionnaire is strongly
reliable to the variables which was collected.

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Correlation Test
Hypothesis for Overall Checkout Experience and Prices of Products:

H0: There is no significant correlation between Satisfied with overall shopping experience and
Price of the products.
H1: There is a significant correlation between Satisfied with overall shopping experience and
Price of the products.

Correlations
Satisfied with Price of products
overall shopping
experience
Pearson Correlation 1 .391**
Satisfied with overall
Sig. (2-tailed) .000
shopping experience
N 195 195
**
Pearson Correlation .391 1
Price of products Sig. (2-tailed) .000
N 195 195
**. Correlation is significant at the 0.01 level (2-tailed).
Interpretation:
The conducted hypothesis test examined the correlation between "Overall shopping
Experience" and “Price of Products." The null hypothesis (H0) stated that there is no significant
correlation between these variables, while the alternative hypothesis (H1) proposed a
significant correlation between them.
The correlation analysis results show that there is a significant positive correlation between
being satisfied with the overall shopping experience and the price of the products. The Pearson
correlation coefficient is 0.391, which is statistically significant at the 0.01 level (2-tailed), as
indicated by the p-value of 0.000. This suggests that as the satisfaction with the overall
shopping experience increases the price of the products also tends to increase.

Consequently, the null hypothesis (H0) was rejected, and the alternative hypothesis (H1) was
accepted. This indicates a statistically significant correlation between "Overall shopping
Experience" and "Price of Products." The sample size (N) for both variables is 195, meaning
that there are 195 data points for each variable.

The positive correlation implies that as the "Prices of Products" increases, the "Overall
Checkout Experience" tends to improve. In other words, customers are more likely to have a
better checkout experience when there is a significant price of products in the store.This finding
may have important implications for enhancing the shopping experience and customer
satisfaction at the select stores of Reliance Retail.

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Multiple linear regression
H0: There is no significant linear relationship between Satisfied with overall shopping
experience and the combination of independent variables Availability of products, Store staff
helpfulness, Time taken for billing, Variety of products.
H1: There is a significant linear relationship between Satisfied with overall shopping
experience and the combination of independent variables Availability of products, Store staff
helpfulness, Time taken for billing, Variety of products.

Model Summary
Model R R Square Adjusted R Std. Error of the
Square Estimate
a
1 .423 .179 .161 .864

a. Predictors: (Constant), Time taken for billing, Variety, Availability, Staff

helpfulness

ANOVAa
Model Sum of Squares df Mean Square F Sig.
Regression 30.820 4 7.705 10.326 .000b
1 Residual 141.774 190 .746
Total 172.595 194
a. Dependent Variable: Satisfied with overall shopping experience
b. Predictors: (Constant), Time taken for billing, Variety, Availability, Staff helpfulness

Coefficientsa
Model Unstandardized Coefficients Standardized t Sig.
Coefficients
B Std. Error Beta
(Constant) 2.921 .284 10.299 .000
Availability .049 .062 .070 .794 .428
1 Staff helpfulness .109 .064 .150 1.695 .092
Variety .058 .067 .072 .856 .393
Time taken for billing .159 .057 .237 2.783 .006
a. Dependent Variable: Satisfied with overall shopping experience

Interpretation:

The multiple linear regression analysis was conducted to examine the relationship between the
"Overall Experience" (dependent variable) and the combination of independent variables,
namely "Store Staffs' Helpfulness", "Product Quality", “Availability of products” and “Variety
of products.”

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Here, R: The multiple correlation coefficient, also known as the coefficient of multiple
determination. It indicates the strength of the relationship between the independent variables
and the dependent variable. In this case, the R value is 0.423 suggests a positive but moderate
linear relationship between the "Overall Experience" and the combination of "Store Staffs'
Helpfulness," "Product Quality,” "Variety of products” and “time taken for billing”.

R Square: This represents the proportion of the variance in the dependent variable that is
predictable from the independent variables. It's the square of the multiple correlation
coefficient (R). Here, R Square is 0.179, which means that approximately 17.9% of the
variability in the dependent variable related to independent variable.

Adjusted R Square: This is a version of R Square those accounts for the number of predictor
variables and the sample size. It adjusts R Square to penalize for including unnecessary
predictors. The Adjusted R Square is 0.161.

So, the "Store Staff's Helpfulness,” "Product Quality," “Variety of products,” and “time taken
for billing.” collectively have a moderate influence on the "Overall Experience" of shoppers in
the select stores of Reliance Retail. Improving these factors may lead to a more positive
shopping experience and higher levels of customer satisfaction.

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Chi-Square test
H0: There is no significant association between Gender and the Accompanied with you to shop.
H1: There is a significant association between Gender and the Accompanied with you to shop.

Gender *
Accompanied you to shop Crosstabulation
Count
Accompanied you to Total
shop
Alone In a group
Male 70 49 119
Gender
Female 38 38 76
Total 108 87 195

Chi-Square Tests
Value df Asymp. Sig. Exact Sig. (2- Exact Sig. (1-
(2-sided) sided) sided)
Pearson Chi-Square 1.461a 1 .227
b
Continuity Correction 1.126 1 .289
Likelihood Ratio 1.459 1 .227
Fisher's Exact Test .241 .144
Linear-by-Linear 1.454 1 .228
Association
N of Valid Cases 195
a. 0 cells (0.0%) have expected count less than 5. The minimum expected count is 33.91.
b. Computed only for a 2x2 table

Interpretation:

Chi-square tests are used to assess the association between categorical variables. In this case,
the chi-square test is applied to examine whether there is a significant association between
gender and whether they were accompanied to shop alone or in a group.
 Pearson Chi-Square: The calculated Pearson Chi-Square value is 1.461 with 1 degree
of freedom. The associated asymptotic (approximate) p-value is 0.227.
 Continuity Correction: A continuity correction is applied, resulting in a value of 1.126
with 1 degree of freedom, and the p-value is 0.289.
 Likelihood Ratio: The calculated Likelihood Ratio value is 1.459 with 1 degree of
freedom. The associated p-value is 0.227.
 Fisher's Exact Test: Fisher's Exact Test is also applied. The two-sided exact p-value is
0.241, and the one-sided exact p-value is 0.144.
 Linear-by-Linear Association: This value is 1.454 with 1 degree of freedom, and the p-
value is 0.228.

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None of the calculated p-values are significantly smaller than the commonly used significance
level of 0.05 (or 0.01). Therefore, based on this analysis, there isn't sufficient evidence to reject
the null hypothesis (H0). This suggests that there is no significant association found between
gender and whether individuals were accompanied to shop alone or in a group.

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 Findings
The survey had a higher representation of male respondents (60.72%.) compared to female
respondents (39.28%).

The age group of 26-35 years had the highest number of respondents (53.57%), followed by
the 36-45 years age group (33.56%).

Most participants (61.53%) had not visited other Reliance stores in addition to the specific one
mentioned in the survey.

Around 65.12% of respondents were not aware of the Reliance One Loyalty Program.

Most participants (61.53%) can buy some of the things and make purchases on a given day,
while only 2.05% were not able to buy anything they wanted.

A large majority (55.38%) of respondents were alone during their visits to the store.

Almost all respondents (88.71%) expressed a strong willingness to recommend the store to
others.

The largest occupational category among respondents was service sector (28.20%), followed
by individuals employed in various housewife sectors (26.01%).

Approximately 8.20% of participants made online purchases in the past 3 months.

The data showed a significant positive correlation between "Overall Checkout Experience" and
"Price of Products," indicating that a better checkout experience was associated with different
price variables in the store.

The multiple linear regression analysis suggested that the "Store Staff's Helpfulness,” "Product
Quality," “Variety of products,” and “time taken for billing.” collectively have a moderate
influence on the "Overall Experience" of shoppers in the select stores of Reliance Retail.

Maintain Relationship: Store staff communication assumes essential part in purchasing choice
of the client.

Wide assortment of marketing system positively affects client conduct.

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 Chapter 6

47 | P a g e
 Recommendations
 Make Sure Everyone Knows About the Loyalty Program: It appears that many
people were unaware of the Reliance One Loyalty Programme. The business should
launch advertisements and special promotions to spread the word about this and solve
it. They may accomplish this by posting notices inside the business, sending emails,
and offering unique bargains based on the points that customers accumulate online.
 Reach Out to More Age Groups: While here saw that many younger folks (26 - 35
years old) were part of the survey, the company could try to attract a wider range of
people. They could come up with different ways to talk to people in their late sixties
and early eighties (more than 60 years old). This might mean showing them products
that fit their interests and needs.
 Keep the products available with the sizes: People really liked it when the store had
everything they wanted. To make sure this happens more often, the company should
use good systems to keep track of what's in stock and what's not. This will help prevent
situations where stuff runs out and customers get disappointed.
 Store staff helpfulness: It seems like having helpful staff in the store made a difference
in how customers felt about their shopping experience. So, the company should give
the staff training on how to be nice and helpful. This could mean making sure they
know a lot about the products, being friendly, and solving problems quickly.
 Training and developing the store staffs about their incentive plan: It seems like
having helpful and mind-blowing staff in the store which they know their incentive plan
to increase more and more sales and sell the product which they are into. It shows the
impact of having the incentive and achieve the store target at every level. It leads to
increase the salary as well as incentives which they really need to deserve.

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 Learnings
 Persuasion Skills: I learned how to convince customers to give their feedback by
describing them their benefits and improvement in store shopping experience.
 Communication skills: I have improved a lot in communication skills and how to
approach customers so that they can be seriously interested in giving their feedback.
 Knowledge of questionnaire: I got thoroughly knowledge of methods of questionnaire
designing and analysis of qualitative research is done and from that improvements are
made.
 Shopping behaviour of customers: I got the practical knowledge of marketing how
customers behave in a certain way while shopping and how to make them purchase the
product and persuade them to give feedback.
 Store culture and environment: I observed the organisation structure of reliance outlets,
how they are allocated, and their responsibilities and activities are divided and how they
allocate targets to their employees and got to know their payroll system.
 Networking: summer internship duration made me a social person, and this will make
greater opportunities for future job. I made good networking in reliance and employees
were very helping and interactive.
 Knowledge of retail market: I acquired knowledge on retail market and their overall
functions in sales, marketing, and promotions.
 Selling concept: Learned how various store open their counter for selling and strategies
adopted by employees in store culture.
 Learned how high esteem items are kept for show.
 Learned how the business staffs utilize their aptitude.
 Learned about the classes and brands of Reliance Industries ltd.
 Learned how to handle and solve customers queries and grievances as per the situation.
 Learned how training and experience builds perfection in life.
 Learned the coordinated network is the most crucial part of organisation success.
 Learned how to work as a team to achieve targets.

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 Chapter 7

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 Limitations of this research
There were several limits that needed to be acknowledged, even though the summer internship
programme gave useful insights into customer behaviour and experience at Reliance Retail
locations.
Limited Scope: the study's scope was narrowed down to a few age brackets and types of
Reliance Retail stores. The results may not be entirely generalizable due to the findings'
potential under-representation of the diversity of client demographics and store formats.
Sample Size: The length of the internship and the resources at hand limited the study's sample
size. A larger and more representative sample might offer a more thorough insight of consumer
behaviours.
Subjective Responses: The information gathered through in-person interviews and structured
questionnaires was based on the self-reporting of participants, which may have biases or
inaccuracies.

Time Constraints: The short duration of the internship limited the depth of analysis that could
be conducted, including factors that might influence customer behaviour beyond the immediate
scope of the study.

Future Scope of the Study

To build upon the insights gained from this research, future studies could consider the
following areas of investigation:

Geographical Variation: By conducting comparable studies in other cities and regions, it may
be possible to gain a more nuanced picture of consumer behaviour and preferences that
considers local differences and cultural influences.

Longitudinal Studies: Lengthening the study's duration and carrying out longitudinal research
may be able to track changes in consumers' behaviour over time and spot trends and patterns
that would not be seen in a short-term study.

Comparative Analysis: Analysing consumer behaviour and experiences across several retail
chains or rivals may reveal specific strengths and shortcomings and help shape tactics for
boosting client happiness.

Impact of External Factors: Exploring the impact of external factors such as economic
conditions, seasonal variations, and marketing campaigns on customer behaviour could reveal
valuable insights for strategic planning.

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 Conclusion
 Customers shopping experience is highly influenced by store keep up and presentation.
 Customers shopping behavior is attracted from discount offers and promotional
schemes.
 Customer respect and assistance by employees is the main reason customers feel
comfort.
 Customers shopping experience is highly influenced by physical evidence and positive
environment.
 Store staff assistance is the highlighting aspect in providing homogeneous services to
its
 customers which result in customer retention and satisfaction.
 Majority of target customers are young generation which are accepting retail concept.
 Businessman, middle level, and senior level are the target group of customers visiting
stores frequently.
 Retail is perceived to be family store where you get everything under one roof.
 Digital store is in mixed used area and inside a mall which influence store footfalls.
 Trends store has been more impulsive and non-planned buying behaviour of customers.
 The myth that females shop more in comparison to male is false as in digital and trends
store visiting, males are in more number as compared to females.
 Reliance retail attracts customers at senior level, businessman and self-employed
income group of customers.
 Geographical location and culture play an essential role in customer buying behaviour.
Customers are interested more likely to come on weekends and end of season sales to
get more benefits.
 Customers are price sensitive and products availability at stores is not satisfactory.

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 Chapter 8

53 | P a g e
 References
https://en.wikipedia.org/wiki/Reliance_Retail#:~:text=Its%20retail%20outlets%20offer%20f
oods,and%20farm%20implements%20and%20inputs.
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s_lcrp=EgZjaHJvbWUqCQgDEEUYOxjCAzIJCAAQRRg7GMIDMgkIARBFGDsYwgMyC
QgCEEUYOxjCAzIJCAMQRRg7GMIDMgkIBBBFGDsYwgMyCQgFEEUYOxjCAzIJCA
YQRRg7GMIDMgkIBxBFGDsYwgPSAQ01NzEzMjM3NmowajE1qAIIsAIB&sourceid=ch
rome&ie=UTF-8
https://www.mbaskool.com/brandguide/lifestyle-and-retail/4785-reliance-retail.html
https://www.investopedia.com/terms/p/porter.asp
https://www.mbaskool.com/pestle-analysis/companies/18007-reliance-industries.html
https://www.ril.com/

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