A WINTER INTERNSHIP PROJECT REPORT ON

STUDY ON CUSTOMER SATISFACTION AND CUSTOMER SERVICE PROVIDED AT

PANTALOONS,

COMPANY- PANTALOONS ADITYA BIRLA FASHION AND RETAIL LTD

SUBMITTED TO SAVITRIBAI PHULE PUNE UNIVERSITY

BY

ABHIPSA PATTJOSHI - MBA – Batch 2023-2025

Roll No : MBA23M02

UNDER THE GUIDANCE OF

(PROF.SAILESH)

IAEER’S PUNE INSTITUTE OF BUSINESS MANAGEMENT,

PUNE- 412115

TO WHOM SO EVER IT MAY CONCERN

i
This is to certify that the Project Report titled STUDY ON CUSTOMER
SATISFACTION AND CUSTOMER SERVICE PROVIDED AT PANTALOONS , is an

authentic work carried out by Ms. ABHIPSA PATTJOSHI from MBA of

IAEER’s Pune Institute of Business Management, Pune - 412115 as a
fulfillment of MBA Course of Savitribai Phule Pune University. He/ She has
worked under our guidance and satisfactorily completed his/ her project
work.

Place: Pune Date:

Signature of Internal Guide Signature of HOD

Signature of Controller of Examinations Signature of Director

CERTIFICATE –

ii
iii
 DECLARATION BY THE STUDENT

I hereby certify that the work which is being presented in the present
WINTER Internship Report entitled “_PANTALOONS ADITYA BIRLA FASHION
AND RETAIL Ltd.” is for fulfilment of the requirement for the award of Degree

of Masters of Business Administration, Pune Institute of Business

Management, Pune, India is an authentic record of my own work carried
out under the supervision and guidance of Dr./Mr. PROF.SHAILESH. of
Department of Aptitude and Communication Training (HOD).

In keeping with the ethical practice in reporting scientific information, due

acknowledgements have been made wherever the findings of others have
been cited.

Abhipsa Pattjoshi

iv
 ACKNOWLEDGMENT
The internship opportunity with PANTALOONS ADITYA BIRLA FASHION AND
RETAIL Ltd., provided me a platform to work with highly qualified and experienced
individuals who opened up new avenues of learning and professional development for
me. Therefore, I consider myself as a very lucky individual as I was provided with an
opportunity to be a part of it.

This internship would not have been the same without the enthusiasm and vigor
provided by my External Mentor Mr. VISHAL DANI (Store Manager) whose behavior
was outstanding. Hence, I would like to express my deepest gratitude to him/her who
heartily welcomed me for the internship and whose guidance and dedication
encouraged me throughout the summer internship program.

I express my deepest thanks to Internal Mentor PROF.SHAILESH for taking part in

useful decision & giving necessary advices and guidance and arranged all facilities to
make life easier all throughout the internship program. Her/his valuable knowledge
helped me gain a better grasp on MARKETING + ANALYTICS which has helped me
understand Department in a better way.

It is my radiant sentiment to place on record my best regard, deepest sense of gratitude

to, for her/ his careful and precious guidance which were extremely valuable for my
study both theoretically and practically.

Sincerely,

Students Name: Abhipsa Pattjoshi

Place: Pune
Date:

v
 TABLE OF CONTENTS

Sr No Particulars Page
1 Project title page Nos
(i)
2 Certificate by PIBM (ii)
3 Certificate by Company (iii)
4 Declaration by the student (iv)
5 Acknowledgement (v)
6 Table of contents (vi)
7 Project Synopsis 1
8 Executive Summary 2-3
9 Objective of the study 3-4
10 About the sector 4-7
11 About the company and department 8-14
12 Internship Summary 14-15

13 Project Description 15-18

14 Research Methodology (only for research 19-21
15 projects)
Data Analysis 22-25
16 Learnings/Findings/Observations 26
17 Contribution to the Host Organization 27
18 Conclusion 28
20 References/Bibliography 28-29
21 Appendix 29-32

vi
 PROJECT SYNOPSIS

Study on customer satisfaction and

Project Title customer service provided at pantaloons.

Pantaloons Adiya Birla Fashion and

Company Name
Retail ltd.

Student Name Abhipsa Pattjoshi

Student Roll No MBA23M02

Project Guide Name (External Mentor) Mr. Vishal Dani

Project Guide Designation (External

Store Manager
Mentor)

Project Guide Name (Internal Mentor) Prof. Shailesh

Project Guide Designation (Internal Aptitude and Communication Training

Mentor) (HOD)

Confidential Report (Yes/No) No

Duration of project 45 Days

1
 EXECUTIVE SUMMARY

INTRODUCTION
Current trends indicate that people are choosing and choosing to buy branded things
that are exclusive, stylish, and of exceptional quality. Customers are also prepared to
pay for consumable items or ready-to-wear clothing from the Pantaloons store due to a
number of criteria that convince them of the store's reliability. The outlet's assortment of
branded products draws in a large number of customers who possess the financial
means, the desire to purchase, and the ability to buy even in spite of the brand's price.
Many aspects, including ambience, interest, preferences, tastes, pricing, and brand,
influence the consumer's decision to buy a product. To increase sales, marketers send
out a lot of offers and gift cards, among other things.

INTRODUCTION TO THE PROBLEM

The retail industry in India is seeing a rapid shift due to the emergence of digital
disruptors and changing consumer preferences. Established firms in this dynamic
market, such as Pantaloons, have the exciting task of keeping up with emerging trends
and comprehending the always evolving consumer behaviour landscape. This study
explores this important area by examining the variables impacting Pantaloons consumer
preferences and purchase decisions.

BACKGROUND OF THE STUDY

Customer Decisions: Research examines the factors that influence consumers'
decisions to select Pantaloons over other brands. Aspects such as convenience, cost,
and ambiance are examined.

Determining Customer Satisfaction: Studies aim to determine how satisfied consumers

are with a range of elements of their shopping experience, such as staff interaction,
product selection, and store layout.

Finding Improvement Areas: Research frequently tries to identify areas where customer
service needs to be improved. This could have to do with staffing levels at busy times,
employee development, or how well exchange and return procedures operate.

STATEMENT OF THE PROBLEM

Customer contentment with the range and cost of the products.
An assessment of the friendliness, expertise, and helpfulness of the in-store staff
is provided.

2
Wait times and checkout procedures' efficiency.
The atmosphere, design, and hygiene of the store as perceived by the customer.

OBJECTIVE OF THE STUDY

Evaluating how effectively the retail chain is achieving customer expectations in these
two crucial areas is probably the major goal of a study on customer satisfaction and
customer service toward Pantaloons outlets. Through the collection of data on various
fronts, the study can assist Pantaloons in pinpointing areas in need of development and
formulating plans to:

Increase customer satisfaction: This could involve improving product quality, store
ambience, ease of finding items, or the efficiency of the checkout process.

Improve customer service: The study may assess factors such as staff friendliness,
helpfulness, and product expertise as well as complaint management protocols.

RATIONALE
 Focusing on the customer:
For any retail organization, customer happiness is a critical performance indicator
(KPI).
By examining these factors, Pantaloons can make sure they are satisfying client
expectations and pinpoint areas for improvement.


Enhanced Experience for Customers:
Understanding what makes and breaks a customer's experience with service
allows Pantaloons to customize their approach and make the shopping
experience more enjoyable.
This can include things like product availability, checkout speed, store layout, and
employee friendliness.


Enhanced Revenue and Allegiance:
Customers that are happy with a brand are more likely to spend more and
recommend it to others.
The study can assist Pantaloons in determining methods to foster repeat
business and client loyalty.


Opportunities for Development:
The investigation can identify gaps in the provision of products or customer
service.

3
RESEARCH OBJECTIVES

Research objectives for a study on customer satisfaction and customer service towards
Pantaloons outlets are probably multiple. The following are some of the main topics it
may look into:

Comprehending Customer Contentment:

Determine the overall level of satisfaction: Determine the degree of client satisfaction
with Pantaloons buying experience.

Determine the factors that drive satisfaction: Identify the elements that have the
biggest an impact on consumer happiness, such as the diversity of options, store layout,
staff friendliness, and product quality.

Satisfaction by segment: Examine the variations in consumer satisfaction levels

based on factors such as age, gender, and spending patterns.
Assessing Customer Support:

Evaluate the quality of the service: Assess how well customers feel about the staff's
friendliness, knowledge, reaction time, and handling of complaints.

Determine any gaps in services: Find out where the quality of the customer service
falls short.

LITERATURE REVIEW

ABOUT THE SECTOR

Customer behaviour is greatly influenced by the retail industry, which is dynamic and
always evolving. Regarding this, a thorough examination of consumer behaviour toward
the well-known retail brand Pantaloons provides valuable insights into the dynamics and
patterns within the sector. The aim of this research is to better understand the retail
environment by looking into many aspects such as client inclinations, buying habits, and
variables that influence purchase choices.

The retail industry, which includes a wide range of companies engaged in direct
consumer sales of products and services, is a diversified and vital part of the worldwide
economy.
This industry provides a fundamental link between producers or manufacturers and end
customers, which is crucial for the distribution and accessibility of goods on the market.
Physical shops and online stores, as well as hybrid e-commerce platforms that integrate
the two through omnichannel marketing, make up the majority of the retail industry.

4
MARKET SIZE
Overall Indian Retail Market: Projected to reach USD 1.2 trillion by 2025, from an
estimated USD 841 billion in 2023. The fashion retail segment, which is a subset of the
entire retail business, is expected to grow from its predicted USD 100 billion in 2023 to
USD 150 billion by 2025. In the financial year 2023, Aditya Birla Fashion and Retail
Limited's Pantaloons segment generated revenues of over 41 billion Indian rupees.

MARKET SHARE

 Determining Pantaloons' exact market share within the entire Indian retail sector
is challenging.
 However, we can get a sense of their relative size by looking at their revenue
figures.
 In Q4FY23, Pantaloons reported quarterly sales of Rs. 798 Cr (Indian
Rupees). Extrapolating this to a full year would require knowing their fiscal year
structure and potential seasonal variations.
 Even with a full-year figure, comparing it directly to the entire Indian retail market
size wouldn't be an accurate representation of their market share due to the
vastness of the overall market.

SECTOR GDP CONTRIBUTION

The retail sector in India contributes around 10% to the country's Gross Domestic
Product (GDP). This translates to a significant share of the Indian economy,
highlighting the sector's importance. Here are some additional points to consider:

 Employment: The retail sector also plays a key role in employment, providing
jobs for around 8% of the Indian workforce. This translates to millions of
individuals employed across various segments within the retail industry.

 Market Size: Despite the 10% contribution to GDP, the retail sector in India is
still largely unorganized. However, the organized retail sector is growing
rapidly, and the overall market size is estimated to reach INR 96.43 trillion by
2024.

 Growth Potential: With factors like rising disposable income, urbanization, and
increasing internet penetration, the retail sector in India is expected to continue
growing significantly in the coming years.

5
SECTOR & SECTOR COMPOSITION GROWTH/DE-GROWTH
CATALYST
Growth Catalysts:

• Growing disposable income: Affluent individuals, particularly those in the middle class,
have higher purchasing power and a stronger inclination for retail goods.

• Urbanization: As more people move into cities, a more concentrated consumer base is
created, which drives up demand for modern retail formats.

• Boom in e-commerce: Due to consumers' greater accessibility and convenience, e-

commerce is growing in popularity, which boosts overall retail sales.

• Omnichannel experience: When physical stores and online platforms are smoothly
connected, sales rise and customer satisfaction rise.

• Technological developments: Using automation, Big Data, and AI simplifies

processes, boosts productivity, and allows for more individualized marketing
campaigns.

• Government initiatives: Examples of measures that can promote the growth include
tax incentives, FDI liberalization, and infrastructure development.

De-growth Catalysts:

• Economic slowdown: Discretionary purchases are impacted by decreases in

consumer expenditure.

• Inflation: As goods and services become more expensive, disposable income and
consumer confidence may decline.

• Intense competition: Due to market saturation and intense competition from both
online and offline businesses, profitability may be hampered by margin squeeze.
6
• New technology disruption: Traditional retail organizations may experience challenges
due to the introduction of alternative shopping tactics or technical improvements.

GOVERNMENT INITIATIVES & FDI

Government Initiatives:

• National Retail Policy: Currently in negotiation, this proposed policy aims to help small
businesses, boost foreign direct investment, and modernize the retail sector. It may
address infrastructure, logistics, skill development, and e-commerce integration.

• Liberalized FDI Norms: The government has gradually relaxed FDI limits in multi brand
retail, allowing up to 51% ownership with prior clearance. Under the automatic method,
100% FDI is permitted in single-brand retail, attracting global brands.

• Prioritization of Infrastructure Improving cold chains, warehouses, and roads can all
help reduce logistical costs, benefiting both domestic and foreign retailers.

• Digitalization initiatives: Government programs like Digital India, e-commerce

marketplace integration, and cashless transactions are boosting efficiency and
transparency by incentivizing shops to adopt digital technologies.

Impact of FDI in Retail:

• More Investment and Job Creation: Foreign Direct Investment (FDI) inflows result in
increased capital investment, which in turn spurs store expansion, infrastructure
development, and the creation of jobs in a variety of industries, including marketing,
sales, and logistics.

• Improved Customer Experience: Immigrant retailers introduce international best

practices, which benefit Indian consumers by improving the quality, selection, and
shopping experience of their products.

• The retail ecosystem as a whole benefit from the introduction of cutting-edge

technologies by international players in the areas of supply chain management,
inventory control, and customer relationship management.

• Competition & Efficiency: As a result of heightened competition from overseas

players, domestic retailers are encouraged to innovate, become more efficient, and
provide competitive pricing.

7
 ABOUT THE COMPANY

BRIEF HISTORY OF COMPANY

Pantaloon Retail (India) Limited, commonly known as Pantaloons, is one of the largest
and most popular retail chains in India. The company has played a significant role in
shaping the organized retail sector in the country.

Introduction of company
Company Name: Pantaloons

Type: Retail Parent

Company: Aditya Birla Fashion and Retail Limited

Founding Year: 1997

Head Office: Mumbai, India

Overview:

Pantaloons is a well-known fashion and lifestyle retail chain, making significant

contributions to the Indian retail sector. Since its founding in 1997, Pantaloons has
come to represent stylish yet reasonably priced clothing for a wide range of consumers.
One of the biggest fashion retail companies in India, Aditya Birla Fashion and Retail
Limited, is the parent company of the business.

Operating under the Aditya Birla apparel and Retail Ltd. (ABFRL) umbrella, Pantaloons
is a prominent apparel retailer in India. This is a brief overview:

8
Fashion Destination: Pantaloons provides apparel and accessories for men, women,
and children. It is well-known for its modern and stylish designs.

Broad Presence: They operate 344 outlets in more than 170 Indian cities and have a
significant internet presence.

A wide range of styles and price points are catered to by their diverse selection, which
includes over 100 licensed foreign brands in addition to their own house brands.

Emphasis on Experience: Pantaloons works hard to make shopping enjoyable and

interesting, both online and in-store.

COMPANIES PRODUCT / SERVICE

Fashion, leisure, and retail services are offered by Aditya Birla Fashion and Retail Ltd
(ABFRL), a division of Aditya Birla Management Corp Pvt Ltd. The business sells both
clothing and non-clothing items. It offers clothing categories for men, women, and
children that include, among other things, formal attire, ethnic wear, party wear, and
activewear. Non-apparel products offered by ABFRL include watches, handbags,
perfumes, cosmetics, designer jewelry, and footwear. Madura and Pantaloons are two
of the fashion brands owned by the firm. The company sells labels like Peter England,
Van Heusen, Allen Solly, and Louis Philippe. The main office of ABFRL is located in
Mumbai, Maharashtra, India. Aditya Birla apparel and Retail Limited (ABFRL) is the
company behind the well-known Indian apparel retail brand Pantaloons.

Company: Pantaloons

Product/Service: Pantaloons offers a wide range of fashion and lifestyle

products, catering to men, women, and children. The company's product line
includes:

Apparel: Pantaloons offers a diverse collection of clothing, including formal

wear, casual wear, ethnic wear, sportswear, and accessories for men,
women, and kids.

Footwear: The company provides a variety of footwear options, ranging from

formal shoes to casual sneakers and sandals.

Accessories: Pantaloons features a selection of fashion accessories, such

as handbags, wallets, belts, jewellery, and sunglasses.

Beauty and Personal Care: Some Pantaloons stores may include sections
dedicated to beauty and personal care products, including cosmetics,
skincare, and grooming items.

Home Furnishings: In some locations, Pantaloons may offer home

9
furnishings, such as bed linens, bath towels, and other lifestyle products.

Innerwear and Sleepwear: Pantaloons provides a range of innerwear and

sleepwear options for men, women, and children.

Sportswear: The company caters to the active lifestyle segment with

sportswear and athletic gear for various activities.

MISSION AND VISION

Mission

We are going to infuse confidence and renewed ambition into Indian brands.

We promise to operate with efficiency, economy, and excellence in whatever

we do.
We'll make sure to maintain our unity, sincerity, modesty, and positive outlook.

Vision
pantaloons shall deliver Everything, Everywhere, Every time for
Every Indian consumer in the most profitable manner.

MARKET PENETRATION OF PRODUCT / SERVICE RURAL, SEMI

URBAN & URBAN

• Rural:

Penetration: Low Reasons

Restricted store presence: Pantaloons has little presence in rural areas and mostly
operates in big cities and towns.

Reduced disposable income: People living in rural areas typically have lower incomes,
which makes it harder for them to afford Pantaloons' premium products.

Preference for traditional attire: Folks in rural areas frequently have a preference for
traditional apparel from small businesses or local markets.

• Semi-Urban:

Penetration: Moderate Reasons

10
Expanding store presence: By moving into semi-urban areas, Pantaloons has raised
accessibility and brand awareness.

22 Growing disposable income: People living in semi-urban areas are earning more
money, which makes Pantaloons a more appealing place to shop.

Exposure to fashion trends has increased: Media and internet usage are making semi-
urban areas more fashion conscious, which is demand for branded products like
Pantaloons.

• Urban:

Penetration: High Reasons

Wide-ranging store network: Pantaloons is well-established in large cities, providing

convenient access to its merchandise.

Greater disposable income: The higher spending power of urban populations enables
Pantaloons to offer a wider range of products at more affordable prices.

Urban consumers are inclined to prioritize brand names and follow trends, which makes
Pantaloons a popular option in this fashion-conscious market.

SEGMENT, TARGET & POSITIONING

• Segment:

Pantaloons segments its market based on three primary factors:

Demographics: Age, income, occupation, family size, and location. They primarily
target adults aged 25-45 with middle-class income levels and families.
Psychographics: Lifestyle, interests, and values. They cater to customers who value
convenience, good quality at reasonable prices, and a variety of options.
Behavioural: Shopping habits, brand preferences, and purchase occasions. They
target regular shoppers who are brand conscious and open to trying new things,
especially during promotional periods.

• Target:

Pantaloons has two main target segments:

Young families: Couples with children aged 2-12 looking for affordable and stylish
clothing for the whole family. This segment appreciates value for money and
convenience.
Working professionals: Men and women aged 25-40 with disposable income seeking
11
trendy and fashionable clothing for work and leisure. This segment values quality,
variety, and brand recognition.

• Positioning:

Pantaloons positions itself as:

"Family Fashion Destination": Offering a wide range of apparel and accessories for
the entire family under one roof.
"Value for Money": Providing good quality clothing at affordable prices compared to
luxury or high-end brands.
"Trendy and Stylish": Offering fashionable clothing that keeps up with current trends
and preferences.
"Convenient Shopping Experience": Providing both online and offline shopping
options with a focus on customer service and ease of purchase.

SALES & DISTRIBUTION CHANNELS

The massive Indian fashion retailer Pantaloons uses a multifaceted strategy to connect
with customers by utilizing both online and offline channels.

Offline Channels:

Pantaloons Exclusive Retail Stores: This core channel comprises over 250 brand
owned stores across India, primarily in metropolitan and major cities. These stores offer
a wide range of in-house private label brands and curated third-party products, catering
to diverse customer segments.

Department Stores: Pantaloons has partnered with leading department stores like
Shoppers Stop and Central, where it operates shop-in-shops offering its apparel and
accessories. This expands its reach to a wider audience at premium locations.

Outlet Stores: To manage clearance sales and cater to value-conscious shoppers,

Pantaloons runs a network of "Fresh Fashion" stores in smaller towns and suburbs.
These outlets offer discounted merchandise from previous seasons.

Online Channels:

Pantaloons.com: The official online store features the complete range of Pantaloons
products, private labels, and partner brands. It offers convenient home delivery, click-
and-collect options, and exclusive online deals.

Marketplace Platforms: Pantaloons also sells its products on major online marketplaces
like Myntra, Amazon, and Flipkart. This leverages their extensive customer base and
provides wider reach, particularly in areas with limited physical stores.

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PROMOTIONAL MIX OF PRODUCT

Promotional Mix

Advertising:

Television commercials: High-quality ads featuring celebrities or relatable situations

showcasing Pantaloons' latest trends and offers.
Print ads: Targeted ads in newspapers and magazines relevant to specific segments
like working women, young adults, or families.
Digital marketing:
Engaging campaigns on social media platforms like Instagram and Facebook,
influencer collaborations, and targeted online ads.

Sales Promotions:

Seasonal discounts and sales: Regular sales during popular seasons like end-of
season clearance, festive offers, and back-to-school deals.
Loyalty programs: Reward loyal customers with points, discounts, and exclusive access
to sales.
Competitions and giveaways: Generate excitement and engagement with contests on
social media or in-store.
Cashback offers: Partner with banks and e-wallets to provide cashback on purchases.

Public Relations:

Brand collaborations: Partner with other brands or celebrities for targeted campaigns
and events.
Corporate social responsibility initiatives: Participate in causes relevant to its target
audience to build positive brand image.
Community events: Sponsor local events or host fashion shows to connect with the
community.
Positive media coverage: Build relationships with journalists and influencers to secure
positive press mentions.

Personal Selling:

Well-trained staff: Train in-store staff to offer personalized recommendations and

excellent customer service.
Loyalty program benefits: Train staff to highlight the benefits of the loyalty program and
encourage sign-ups.
Customer feedback: Gather feedback from customers and use it to improve the
shopping experience.

Additional Considerations:

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Omnichannel approach: Ensure a seamless experience across online and offline
channels.
Data-driven decisions: Analyze customer data to understand preferences and
personalize promotions.
Track and measure results: Continuously monitor the effectiveness of each promotional
activity and adjust strategies accordingly.

RECENT MERGER & ACQUISITION

Pantaloons has not recently been a part of any mergers or acquisitions as an

independent company.

In 2012, the Aditya Birla Group acquired a major stake in Pantaloons Fashion & Retail
Ltd. (PFRL).

In May 2015, Aditya Birla Group undertook a consolidation exercise, merging its apparel
businesses, including PFRL, Madura Fashion & Lifestyle (MFL), and Madura Garments
Lifestyle Retail Company Ltd. (MGLRCL), into a single entity named Aditya Birla
Fashion and Retail Limited (ABFRL).

This created India's largest pure-play fashion lifestyle company, with Pantaloons
becoming part of the larger ABFRL umbrella.

BCG Matrix

Pantaloons in the BCG Matrix without understanding which segment of their business
you'd like to analyze. Pantaloons operates in various segments such as:

• Men's wear: Shirts, trousers, suits, etc.

• Women's wear: Sarees, salwar kameez, dresses, etc.
• Kids' wear: Clothing and accessories for children.

14
 INTERNSHIP SUMMARY

Designation - SALES, LOGISTICS, AND CASH COUNTER MANAGEMENT

Duration – 45 DAYS

Internship Daily Routine – Task & Work Process

Week 1: To learn and understand about basic functioning of store.

Week 2: To learn and understand about POS system, billing process, modes of
payment, exchange and return policy.

Week 3: Understanding about marketing and promotional activities of pantaloons (In-

store advertising, social media advertising, Visual Merchandising)

Week 4: Understanding about different departments (Men’s, Kids, Ethnic, Western) and
different home brands (Ajile, Byford, People, etc.) and non-home brands (Spykar, UCB,
Louis Phillepe, Peter England, etc.)

Week 5: Learned about inventory management and warehousing which includes inward
and outward process of stocks.

Week 6: Interaction with customers and data collection for research.

PROJECT DESCRIPTION
Offering clothing and leisure products, Pantaloons is a prominent player in the rapidly
expanding Indian retail sector. High levels of competition make it necessary to
comprehend how satisfied customers are with the services they received.

The purpose of the project is to assess how satisfied customers are with the level of
service received at Pantaloons locations.

Project Objectives:

Assess customer satisfaction levels with Pantaloons' customer service experience.

Identify key factors influencing customer satisfaction with Pantaloons' services.

Evaluate the effectiveness of Pantaloons' current customer service strategies.

Form recommendations for improvement based on the findings.

15
TASK PERFORMED

Cash Counter Management: Helped with the counter's cash transactions.

Learned how to effectively process payments and run cash registers.

Participated in telemarketing efforts to sell Pantaloons' membership plan through
telemarketing

Carried out telemarketing campaigns to notify clients about current specials and
discounts.

 Store Display Manual: Helped to keep the display in conformity with Pantaloons'
specifications.

Visual Merchandising: Acquired skills to maximize product visibility and draw
attention to special offers.

Supply Chain Management: Took part in the interior and outer processes of
inventory management.

EXPECTED COMPETENCY (KNOWLEDGE & SKILL & ATTITUDE)

• Communication Skills: Exceptional writing and verbal communication skills, including the
ability to give information in a clear and concise manner.

• Retail Knowledge: Understanding of retail operations, merchandise, customer service, and

inventory management.

• Teamwork: The ability to work effectively as part of the team and cooperate with colleagues
in other areas.

• Time management skills: Ability to priotise tasks and meeting deadlines.

• Sales and Marketing Acumen: Knowledge of basic sales and marketing principles, including
product placement, promotion strategies, and customer engagement tactics. Skills in analysing
sales data, identifying trends, and contributing to marketing campaigns effectively.

16
OVERALL LEARNING OUTCOMES
Industry Knowledge:

• With a focus on the fashion segment, I have acquired knowledge of the retail
landscape in India.

• Understanding the dynamics of the clothing sector, which includes sourcing,

manufacture and distribution.

• I am familiar with the challenges and opportunities faced by the retail sector in India.

Business Operations:

• Knowledge of various retail operations, e.g. inventory management, shop layout,

merchandise, sales and customer services.

• Learning about the different sales and marketing strategies employed by Pantaloon.

• Understanding of the financial aspects of a retail operation, including budgeting,

pricing and profitability analysis.

Professional Skills:

• Developing strong communication and interpersonal skills through interaction with

customers, colleagues, and supervisors.

• In order to effectively perform multiple tasks, it is necessary to acquire time

management and organisational skills.

• Gaining a taste of teamwork and cooperation in the rapidly changing environment of

shopping.

Personal Growth:

• By taking responsibility and contributing to the team, we build confidence and self
reliance.

• Working in a dynamic and demanding environment helps to enhance my adaptability

and resilience.

• Enhancing a strong work ethic and working attitude.

• In the retail sector, I gained valuable information on career aspirations and possible
career paths.

17
Research Methodology

RESEARCH OBJECTIVE

1.Evaluating customer satisfaction:

Determine the overall level of satisfaction: Determine how consumers generally feel
about their experience receiving assistance from Pantaloons.

Determine the main factors influencing satisfaction: Identify the particular facets of
customer service—such as staff expertise, checkout time, and product availability—that
have a major impact on consumer satisfaction.

Segment satisfaction: Examine whether customer satisfaction varies according to

different client demographics or purchasing patterns.

1. Evaluating the Efficiency of Customer Service:

Analyse the strategies for services used currently: Evaluate the efficacy and efficiency
of Pantaloons' current customer support procedures.

Determine the services' strong and weak points: Identify the customer service weak
points and strong points of Pantaloons.

In contrast to rivals: Compare the services provided by Pantaloons with those of its
rivals to find possible points of differentiation.

RESEARCH DESIGN
A mixed-methods research approach will be used in this study to collect both
quantitative and qualitative data in order to obtain a thorough grasp of how satisfied
customers are with Pantaloons' customer service.

Gathering Quantitative Data using Surveys:

Customers of Pantaloons in all of its locations are the target population (maybe divided
based on geography or demographics).

Sampling Technique: In order to guarantee representativeness, a probability sampling

technique such as systematic or random sampling will be used. The desired level of
confidence and budgetary constraints will determine the sample size.

Data Collection Method:

18
Depending on practicality, there are several ways to administer the survey:

In-store: Following a customer's purchase, trained researchers may approach them.

Online: Email receipts, social media, and the Pantaloons website can all be used to
share an electronic survey link.

Gathering Qualitative Data through Interviews:

Target Population: A more focused subset of survey respondents who indicate a high
degree of satisfaction or dissatisfaction (purposive sampling).

Interview Method: To obtain rich qualitative data and gain a deeper understanding of
consumer experiences, semi-structured interviews will be held. In-depth answers will be
encouraged by open-ended questions.

Interviews may be carried out:

In person: At a place that works for both of you.

Online: By utilizing Zoom and other video conferencing services.

SAMPLING TECHNIQUE

Methods of Sampling:

After the target population has been established, you can pick your participants using a
sampling technique. The following typical methods work well for this study:

Random Sampling: There is an equal chance of selection for each customer. While it
could be challenging to accomplish in a retail context, this guarantees a representative
sample.

Stratified Sampling: Using pertinent criteria (e.g., age, gender), divide the population
into subgroups (strata), and then select a random sample from each segment. This
guarantees that different customer categories are represented.

Convenience sampling: Interview clients who are easily accessible. Although this is
simple to implement, not all customers may find this to be the case.

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CONSTRUCTS AND VARIABLES

Constructs:

consumer satisfaction: is the general impression that a consumer has of Pantaloons'

customer support. It's a multifaceted construct shaped by a number of variables.

Quality of Customer Service: The customer's opinion of the service they experienced at
Pantaloons is reflected in this construct. It is decomposable into many dimensions.

Variables

Dimensions of service quality that are independent variables:

Tangibles: The way physical facilities look, how employees dress, and the atmosphere
of the store as a whole.
Pantaloons' dependability is defined as their capacity to provide services in a regular
and reliable manner (e.g., fulfilling agreed timetables, following through on requests).

Responding: The readiness of Pantaloons employees to assist clients in a timely

manner and to answer any questions or issues they may have.

Assurance: Patron trust in the expertise, manners, and skills of Pantaloons personnel.
Empathy is the capacity to comprehend and take into account the unique demands and
concerns of each consumer.

Extra elements: You might think of incorporating elements particular to Pantaloons,

like:
Product return/exchange policy: Process simplicity and equity.
Benefits of loyalty programs: Program's perceived worth and appeal.
Usability of websites and apps: For online contacts with customer support.

The dependent variable:

Customer satisfaction is gauged using interview questions or survey answers. From

extremely satisfied to extremely unhappy can be found on the scale.

Others variables:

 Demographics: Age, gender, income level, etc. (can help identify variations in
satisfaction).

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  Shopping Frequency: How often a customer shops at Pantaloons (loyal vs.
occasional customers).

 Purchase Type: (clothing, accessories, etc.)

HYPOTHESIS

Customer Contentment and Customer-Service Exchanges:

H1: Positive interactions (helpfulness, expertise) between customers and Pantaloons

staff will result in increased customer satisfaction with the entire shopping experience.

H2: Client satisfaction will be higher for shorter wait times than for longer wait times
when it comes to services (such as checkout or changes).

Satisfaction and Service Factors:

H3: The efficacy and diversity of accepted payment methods (such as credit cards and
mobile wallets) will have a favorable impact on client satisfaction.

H4: Higher consumer satisfaction will be associated with readily available and useful
product information (signage, staff) and store layout.

H5: Customers will be more satisfied if they believe Pantaloons' return and exchange
policy is reasonable and easy to follow.

Program for Loyalty and Satisfaction

H6: Compared to customers who do not actively participate in Pantaloons' loyalty

program (such as the Green Card), active participants will exhibit higher levels of
satisfaction.

Sample and Selection Criteria

SAMPLE – 50
SELECTION – SURVEY

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Data Collection

PRIMARY DATA SECONDARY DATA

SURVEY THEORITICAL

STATISTICAL TOOLS USED WITH JUSTIFICATION

Descriptive Statistics:

• Frequency tables and crosstabulations: To understand the distribution of responses

for each question, identify patterns and relationships between variables (e.g., age and
shopping frequency).

• Measures of central tendency and variability: To summarize the data for key variables
like brand familiarity, online shopping frequency, and satisfaction levels (e.g., mean,
median, mode, standard deviation).

• Correlation analysis: To assess the strength and direction of relationships between

variables like fashion trend awareness and price sensitivity.

Inferential Statistics:

• Chi-square test: To test for independence between categorical variables (e.g., online
shopping usage and store preference).

• T-test and ANOVA: To compare means of continuous variables between groups based on
factors like age, gender, or income.

• Regression analysis: To explore the relationship between a dependent variable (e.g., brand
loyalty) and one or more independent variables (e.g., price, quality, customer service).

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Data Analysis and Interpretation

• 18-24 years old: This age group makes up the largest portion of the respondents, with
40% of the pie chart.

• 25-34 years old: The second-largest group is the 25-34 age group, represented by
25% of the pie chart. This indicates that the young professionals and adults.

• 35-44 years old: This age group takes up 18% of the pie chart, showing moderate
representation from middle-aged adults.

• 45-54 years old: The 45-54 age group makes up 12% of the respondents, suggesting
some interest from this demographic as well.

• 55 years and above: The smallest group is the 55 and above age group, represented
by only 12% of the pie chart.

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• 50% Female: This makes up the largest portion of the respondents.

• 50% Male: This makes up the remaining half of the respondents.

• Student: This is the largest category, making up 38% of the pie chart. This suggests
that a significant portion of the film club members are students.

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• Employed: The second-largest category is employed, represented by 36% of the pie
chart. This indicates that working professionals also have a strong interest in the film
club.

• Unemployed: The pie chart shows 18% of respondents are unemployed. This could be
due to various reasons, such as recent graduates, individuals between jobs, or those
taking a break from employment.

• Self-employed: The smallest category is self-employed, with only 8% of respondents.

This suggests that self-employed individuals may have less time or flexibility to
participate in the film club compared to others groups.

• 48% have a monthly income below 1,000 dollars.

• 14% have a monthly income between 1,001 and 2,000 dollars.

• 10% have a monthly income between 2,001 and 3,000 dollars.

• 28% have a monthly income of 3,001 dollars to other groups.

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• Very frequently: 36% of respondents said they shop for fashion items very frequently.

• Frequently: 34% said they shop frequently.

• Occasionally: 24% said they shop occasionally.

• Rarely: 6% said they rarely shop for fashion items.

FINDINGS AND ANALYSIS

 Factors Affecting Customer Satisfaction: A range of products, staff friendliness,
affordability, and wait times were found to be important variables.

Opportunities for Development: Increase the variety of products available,
focusing on traditional wear options and international brands.

To enhance customer service and interaction, improve staff training.

To make shopping more fun, think about providing kids with in-store
entertainment.

RECOMMENDATION:

Go to SlideShare and look for these projects with the title keywords "customer
satisfaction" and "Pantaloons."

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 CONTRIBUTION TO THE HOST ORGANIZATION

Contribution Area Description

Increased
Satisfied customers are more likely to return to Pantaloons
Customer Loyalty
and recommend the brand to others.
and Retention

Positive customer experiences can enhance Pantaloons'

Enhanced Brand brand reputation. By demonstrating a commitment to
Reputation customer satisfaction, Pantaloons can build trust and
credibility with its customers.

The study will provide Pantaloons with valuable data and

Data-driven insights to improve customer service strategies. This data
Decision Making can be used to make informed decisions about resource
allocation, staff training, and service offerings.

In the competitive Indian retail market, superior customer

Competitive service can be a significant differentiator. By focusing on
Advantage customer satisfaction, Pantaloons can gain a competitive
advantage and attract new customers.

CONCLUSION
This study looked into how satisfied customers were with Pantaloons' customer service
experiences. The study utilized [methods of data collection, such as questionnaires and
interviews] to obtain information from [sample size and description, such as 200 patrons
from different Pantaloons locations].

major findings were as follows: high satisfaction with product choices but lengthy
checkout lines; summarize major findings on customer satisfaction and factors
influencing it. Additionally, the study pointed out areas that needed development in
[name specific areas, such employee training on client inquiries].

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 SUGGESTIONS
Accept Changing Trends: Update your collections frequently to reflect the newest trends
in activewear, casual, and sustainable clothing

Brand Image: Develop a reputation for being innovative and fashion-forward. To do this,
make use of social media presence and focused marketing initiatives.

Leverage social media: Boost your brand's online visibility on social media. Join forces
with relevant influencers to promote goods and provide ideas for looks.

In-Store Experience: To make shopping more enjoyable, enhance the design,

atmosphere, and level of service provided by the store.

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 BIBLIOGRAPHY
https://www.pantaloons.com/

https://www.abfrl.com/our-business-overview/pantaloons/

https://en.wikipedia.org/wiki/Aditya_Birla_Fashion_and_Retail

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Appendix

QUESTIONNAIRE -

Name:

Gender: Male Female Other

Age: 1. 15 to 20

2. 20 to 25

3. 25 to 30

4. above 30

Occupation: 1. Student

2. Job

3. Businessman

4. others

Are you aware of the Insignia Membership program offered by

Pantaloons?

1.Yes

2. No

3.Maybe

Have you enrolled in the Insignia Membership program?

1.Yes

2. No

What factors influenced your decision to enroll in the Insignia

Membership program? (Select all that apply)

1. Exclusive discounts
2. Early access to sales
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 3. Personalized styling recommendations
4. Priority customer service
5. Special events and promotions

How frequently do you engage with the Insignia Membership program

benefits?

1. Regularly
2. Occasionally
3. Rarely
4. Never

In your opinion, has the Insignia Membership program

influenced your overall shopping experience at Pantaloons?

1. Yes, positively
2. No
3. I'm not sure

Do you feel that the Insignia Membership program provides value for the
subscription fee?

1. Yes
2. No
3. Neutral

Would you recommend the Insignia Membership program to others?

1. Yes
2. No
3. Maybe

On a scale of 1 to 10, how satisfied are you with your overall

shopping experience at Pantaloons?

1. Very Dissatisfied
2. Dissatisfied
3. Neutral
4. Slightly Satisfied
5. Satisfied
6. Moderately Satisfied
7. Quite Satisfied
8. Very Satisfied
9. Extremely Satisfied
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