TRAINING PROJECT REPORT

ON

“CONSUMER SATISFACTION OF
EASY DAY MARKET”
 About Easy day

Part of BHARTI REAIL STORE

Locate Omaxe Mall, Opposite Kali Devi Mandir ,

Patiala,

 Mr. Andrew Levermore

 Chief Operating Officer
 Mr. Rajan Bharti Mittal
 Vice Chairman of Bharti Enterprises Ltd and Managing
Director of Bharti Enterprises Ltd
 Mr. Vinod Sawhny
 Executive Officer
COMPANIES OF BHARTI GROUP
 Bharti Airtel
 Bharti Infratel Limited
 Bharti Realty Limited
 Beetel Teletech Limited
 Comviva
 Jersey and Guernsey
 Centum Learning Limited
 Bharti Walmart
 Bharti Retail
 Bharti AXA Life Insurance
 Bharti AXA General Insurance
 Bharti AXA Investment Managers
 Indus Towers
 FieldFresh Foods Pvt. Ltd
BHARTI RETAIL

 Bharti Retail is a wholly owned subsidiary of

Bharti Enterprises. The Company operates
easy day neighborhood stores and compact
hypermarket stores called EASY DAY
Market. Bharti Retail provides consumers a
wide range of good quality products at
affordable prices.
Future plan
 After starting out in Punjab and Haryana in its first year, Bharti
Retail Pvt. Ltd plans to open stores in and around New Delhi by
March, marking its entry into a major metro.
 Bharti Retail operates 19 convenience stores called Easy day in
Punjab and Haryana, and one supermarket of about 25,000 sq. ft
called Ea
 easyday Market that the company opened earlier this month in
Ludhiana.
 Bharti’s plans come at a time when a general economic slowdown
is prompting branded retailers to prune expansions, cut jobs,
shutter stores and make strategic shifts to more lucrative retail
models.
 
Research methodology

 Since the study is on retail sector first detail

study of store is been conducted about customer
satisfaction. Based on the topic objectives were
set and to arrive at the opinion on objective a set
of 100 questionnaires were designed and
response is collected from customers who are
visiting the store. For data collection random
convenient sampling method was adopted.
 For this project the area of research is Patiala
 Market Research Project
ON
“Customer Satisfaction Survey of
EASY DAY”
DATA TYPE

 Primary data
 Secondary data

DATA SOURCE:
 Questionnaire
 Books
 Websites
 Magazine
 Brochure
Research Objective

 To know the level of customer satisfaction.

 To know about customer acceptance of the product

 To help the company to know what consumer want in the
product
 To analyses the customer expectation from the Easy day
Research Design:
 Detailed and structured questionnaire was designed.
 Survey a sample of 100 customers.
 The methodology developed was Primary and Secondary
research.
 The questionnaire was designed to get information from
customers about their satisfaction and overall opinion about
EASY DAY
 Secondary data easy day records, text books and
Journals, company websites
Area of research Patiala
Research approach survey method

Sources of Data:

 Primary data
 Secondary data

 Primary data field survey, questionnaire

 Secondary data easy day records, text books and
 Journals, company websites
 Area of research Patiala
 Research approach survey method
 SAMPLE UNIT : 100 people
 SAMPLE AREA:OMAX MALL,PATIALA
(With regard TO EASY DAY MARKET)
 DATA ANALYSIS AND
INTERPERTATION
 Q.1. What do you find the way staff
welcome you in the store?
Options No. of respondents Percentage

Excellent 25 25%

Very good 40 40%

Average 30 30%

Poor 5 5%

Very poor 0 0%
GRAPHIC DISPLAY

45
40
35
30
25
20 Percentage
15 No. of
respondents
10
5
0
Excellent Very good Average Poor Very poor
Analysis and Interpretation
 Analysis
Among the 100 respondent, 25% of them find the
staff welcomes them excellently, 40% thinks the
staff welcomes them very good, 30% say their
welcome in store by staff is not very good not poor,
5 % feels their welcomes is poor and nobody feel
that welcome by staff is very poor.
 Interpretation:
Most of the respondents satisfy with their welcome
by staff in the store. Very few respondents think that
welcome by staff poor.
Q.2. The fabric knowledge staff
members have is:-

Options No. of Percentage

respondents
Excellent 10 10%

Very good 25 25%

Average 50 50%

Poor 15 15%

Very poor 0 0%
GRAPHIC DISPLAY

60

50

40

30 Percentege
No. of
20 respondants

10

0
Excellent Very good Average Poor Very poor
Analysis and interpretation
 Analysis
Among the 100 respondents, according to 10%
respondent’s knowledge of staff members is excellent,
25% respondents think the knowledge of staff is very
good, 50% respondents say staff members have average
knowledge, 15% respondents find the knowledge of staff
is poor but nobody say staff have very poor knowledge.

 Interpretation
Most of respondents are satisfied with the knowledge of
staff members.
 
Q.3 What do you think about visual merchandise display in the store?

Options No. of respondents Percentage

Strongly agree 10 10%

Agree 60 60%

Neither agree nor 20 20%

disagree
Disagree 8 8%

Strongly disagree 2 2%
GRAPHIC DISPLAY

70

60

50

40

30 Percentage
20 No. of
respondants
10

0
Strongly Agree Neither Disagree Strongly
agree agree nor disagree
disagree
Analysis and Interpretation
 Analysis
Among the 100 respondents, 10% respondents are fully
satisfied with the merchandise display in the store, 60%
respondents agree with the merchandise display, 20%
respondents are neither agree nor disagree, 8%
respondents disagreed and 2% respondents strongly
dissatisfied with the visual merchandise display in the
store.
 Interpretation
Most of people agree with the visual merchandise display
in the store. Very few people are dissatisfied.
Q.4. Are you satisfied with the
availability of products in the store?
Options No. of respondents Percentage

Strongly agree 20 20%

Agree 50 50%

Neither agree nor 25 25%

disagree
Disagree 3 3%

Strongly disagree 2 2%
GRAPHIC DISPLAY

45
40
35
30
25
20
Percentage
15
No. of
10 respondents
5
0
Strongly Agree Neither Disagree Strongly
agree agree nor disagree
disagree
Analysis and interpretation
 Analysis
Among the 100 respondents 20% respondents are strongly
satisfied with the availability of products in the store, 50%
respondents are just satisfied with the availability of products in the
store, 25% respondents are neither satisfied nor dissatisfied, 3%
people are dissatisfied and 2% people are strongly dissatisfied with
the availability of products in the store.

 Interpretation
Most of people feel satisfaction for the availability of merchandise
in the store but very less people are disagreed with the availability
of merchandise in the store.
 
Q.5. What is your opinion about the
merchandise quality?
Options No. of respondents Percentage

Best quality 15 15%

Very good quality 50 50%

Average quality 30 30%

Poor quality 5 5%

Very poor quality 0 0%

GRAPHIC DISPLAY

45
40
35
30
25
20
Percentage
15
No. of
10 respondents
5
0
Strongly Agree Neither Disagree Strongly
agree agree nor disagree
disagree
Analysis and interpretation
 Analysis
Among the 100 respondents, 15% respondents say quality of
products is best in the store. There are 50% respondents who
say there is very good quality of products in the store, 30%
respondents thinks products in the store have average
quality. Only 5% respondents find the poor quality products
in the store.

 Interpretation
Most of the people are very satisfied with the quality of
merchandise in the store.
 
Q.6. What is your satisfaction level regarding
merchandise price of products in the store?

Options No. of respondents Percentage

Strongly agree 20 20%

Agree 40 40%

Neither agree nor 26 26%

disagree
Disagree 12 12%

Strongly disagree 2 2%
GRAPHIC DISPLAY

45
40
35
30
25
20
Percentage
15
No. of
10 respondents
5
0
Strongly Agree Neither Disagree Strongly
agree agree nor disagree
disagree
Analysis and interpretation
 Analysis
Among 100 respondents, 20% respondents fully satisfied with the
price of products in easy day market, 40% say they are just agree
with the prices, 26% respondents say prices are neither high nor
low, 12 % respondent are disagree and 2 % respondents are very
dissatisfied with the prices of products in easy day market.

 Interpretation
Most of the people say that prices of products in easy day market
are good and satisfied with prices. Only very few customers are
dissatisfied with the prices of products in easy day market.
 
Q. 7. : What are your views about attractive
discount offered by the store?

Options No. of respondents Percentage

Strongly agree 50 50%

Agree 30 30%

Neither agree nor 10 10%

disagree
Disagree 10 10%

Strongly disagree 0 0%
GRAPHIC DISPLAY

60

50

40

30
Percentage
20
No. of
respondents
10

0
Strongly agree Agree Neither agree Disagree Strongly
nor disagree disagree
Analysis and interpretation
 Analysis
Among 100 respondents, 50% respondents are strongly satisfied
with the discount offered by easy day market, 30% respondents
are agree with the discount offered, 10% respondents are neither
satisfied nor dissatisfied with the discount offered, only 10%
respondents are not satisfied with discount schemes in easy day
market. Nobody is very dissatisfied with the discount offered by
easy day market.

 Interpretation
Most of the people are very satisfied with the discount schemes
offered in easy day market.
 
Q.8. What is store response to your
complaints quickly?
Options No. of respondents Percentage

Yes 31 31%

No 16 16%

No complaints 53 53%
GRAPHIC DISPLAY

70

60

50

40
Percentage
30
No. of
20 respondents

10

0
Sure from store Can not say No complaints
Analysis and interpretation
 Analysis
Among 100 respondents, 31% respondents say easy day
market give good response to their complaints, 16% say
the store members do not give any response to their
complaints. 53% respondents say they have no
complaints.

 Interpretation
Most of the people have no complaints. Response of
easy day market is good toward customers’ complaints.
Q.9. Satisfaction regarding the services of the store:-

Options No. of respondents Percentage

Completely satisfied 40 40%

Somewhat satisfied 30 30%

Neither satisfied nor 20 20%

dissatisfied
Dissatisfied 8 8%

Completely dissatisfied 2 2%
GRAPHIC DISPLAY

45
40
35
30
25
20 Percentage
15
No. of
10 respondents
5
0
Completely Somewhat Neither Dissatisfied Completely
satisfied satisfied satisfied nor dissatisfied
dissatisfied
Analysis and interpretation
 Analysis
Among 100 respondents 40% respondents are completely
satisfied with the services of easy day market, 30%
respondents are satisfied, 20% respondents are neither
satisfied nor dissatisfied with the store services, 8%
respondents are not satisfied with the store services and only
2% respondents are very dissatisfied from easy day services.

 Interpretation
Most of the customers of easy day market are satisfied with
the services provided by the store. Very few customers are
dissatisfied with the services of easy day market.
Q.10. Does the store provide customers’ expected price and variety of products?
 

Options No. of Percentage

respondents

Yes 85 85%

No 15 15%
GRAPHIC DISPLAY

90
80
70
60
50 Percentage

40 No. of
respondants
30
20
10
0
Yes No
Analysis and interpretation

 Analysis
Among 100 respondents, 85% respondents
say that easy day market provides their
expected price and variety of products but
15% respondents are not agreed.
 Interpretation
Most of customers purchase the products
with their expected price and variety from
easy day market.
Q.11 Are you satisfied with the billing process in the store?

Options No. of respondents Percentage

Excellent 15 15%

Very good 20 20%

Average 55 55%

Poor 10 10%

Very poor 0 0%
GRAPHIC DISPLAY

60

50

40

30 Percentage
No. of
20 respondents

10

0
Excellent Very good Average Poor Very poor
Analysis and interpretation
 Analysis
Among 100 respondents 15% respondents say billing
process is excellent in easy day market, 20% respondents
find billing process is very good in the store. According to
55% respondents billing process is average in the store,
but 10% respondents find the billing process is poor.

 Interpretation
Most of respondents are satisfied with the billing process
in easy day market. Very few people are not satisfied .
 
 Q.12 What is your future planning for
shopping from easy day market?
Options No. of respondents Percentage

Sure from store 60 60%

Cannot say 20 20%

No complaints 20 20%
GRAPHIC DISPLAY

70

60

50

40
Percentage
30
No. of
20 respondents

10

0
Sure from store Can not say No complaints
Analysis and interpretation
 Analysis
Among 100 respondents, 60% respondents prefer to do
shopping from easy day market in future, 10%
respondents do not know that they may prefer shopping
from the store or not. But 20% respondents say they will
not do shopping from easy day market in future.
 
 Interpretation
Most of respondents are agree to shopping from easy
day market in future. Very few people are not agree
 
Q.13 What is your overall opinion about shopping
experience in easy day market?

Options No. of respondents Percentage

Excellent 15 15%

Very good 20 20%

Average 55 55%

Poor 10 10%

Very poor 0 0%
GRAPHIC DISPLAY

60

50

40

30 Percentage
No. of
20 respondents

10

0
Excellent Very good Average Poor Very poor
Analysis and interpretation
 Analysis
Among 100 respondents 15% respondents say Excellent
overall shopping experience in easy day, 20%
respondents say very good .According to 55%
respondents average of overall shopping experience in
easy day, but 10% respondents say poor.

 Interpretation
Average of respondents are satisfied overall shopping
experience in easy day market. Very few people are not
satisfied
 Findings

Most of the people prefer to purchase their daily needs products from
easy day market in Patiala.
 
40% of people completely satisfied with the services of easy day market.
 
Most of people are satisfied with the availability of products in the store.
But some people find the availability of brands is very less in the store.

Most of customers find employee behavior very cooperative toward them.

They are satisfied with the employee behavior in the store.
 
Customers are mostly satisfied with the quality of merchandise but very
less people are not satisfied with the quality of products in easy day
market.
 
Suggestions

 Pricing of products should be low inside the

store than outside
 Credit facility must be providing to the customer
just like local kirana shops.
 More brands should be available inside the store.
 Billing should be quick.
 All items should be in enough quantity.
 More discount schemes should be available in
the other store as like Big Bazaar.
LIMITATIONS

 The sample size is only 100 so the sample may not be truly
representative .
 The research has been conducted in a limited area.
 The internet information can be irrelevant.
 Time has been a major constraint.
 Smaller sample not always give better results. Sample may not
be true representative of the whole population.
 The possibility of biased responses can’t be ruled out.
 Due to language problem it is possible that the respondents are
not be able to understand the questionnaire and can cause
misleading results.
 Lack of availability of full information.
 Lack of interest of respondents
 
Bibliography:
 http://en.wikipedia.org/wiki/bhartiretail#cite_ref-0
 www.google.com
 www..com
 Automobile Magazines
 Kothari. C. R, Research Methodology,
Conclusion

The main factor that effect the retail business is location.

 Indians are price sensitive they seek value for money so
price also matter for Indian customers.
 Customer service is not so much important in grocery
retail. Quality and price matter a lot.
 The reason for which people prefer to buy from
organized retail store is variety of product available
under one roof and customer has not move from one
shop to another shop for his/her daily needs.
 Most of people in patiala use to purchase their daily
needs whenever they require
 
THANK YOU
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