INTERNSHIP REPORT ON

A STUDY ON CUSTOMER SATISFACTION TOWARDS

THE SERVICES PROVIDED BY THE PANTALOONS BY

SURENDHAR.M.S

1NH14MBA63

SUBMITTED TO

VISVESVARAYA TECHNOLOGICAL UNIVERSIYTY,

BELGAUM In partial fulfilment of the requirements for the award of the degree of

MASTER OF BUSINESS ADMINISTRATION

Under the guidance of

INTERNAL GUIDE EXTERNAL GUIDE

Mrs. SHEELAN MISHRA Mr.PRITHVI HARRY

HOD, Dept. of Management NHCE Marketing manager

at PANTALOONS

NEW HORIZON COLLEGE OF ENGINEERING

DEPARTMENT OF MANAGEMENT STUDIES

OUTTER RING ROAD, Bellandur post, near

Marathhalli, Bengaluru 560013

2014-2016

N

ACKNOWLEDGEMENT

I wish to pledge and reward my deep sense of gratitude for all those who have made

this project come alive.

I would like to express my heart-felt gratitude to Dr. MANJUNATHA, Principal,

New Horizon College of Engineering, for his moral support throughout the course of

my project.

I would like to express my heart-felt gratitude to Dr. SHEELAN MISRA, Head of

Department of Management Studies, New Horizon College of Engineering for her

valuable suggestions and moral support throughout the course of my project.

I am gratefully indebted to my internal faculty guide, Dr. SHEELAN MISRA, Head

of Department of Management Studies, New Horizon College of Engineering, for

encouraging me and for her constant support throughout the course of the project and

helping me complete it successfully.

A special note of gratitude goes to my external guide Mr. PRITHVI HARRY,

Marketing manager at PANTALOONS for providing me an opportunity to work in

this corporate exposure and for his support and guidance in this endeavor.

I wish to thank all the people who have helped me to work on my project. I finally

thank my family and friends for their constant support and guidance.

SURENDHAR M.S

(1NH14MBA63)

Contents

SI.NO CHAPTERS PAGE NO

Executive summary

Chapter 1

1.1 Introduction about the internship 1

1.2 Title of the study 2

1.3 Need for the study 2

1.4 Statement of the problem 3

1.5 Objectives of the study 3

1.6 Scope of the study 4

1.7 Methodology adopted 4-7

1.8 Literature review 8

1.9 Limitation of the study 9

Chapter 2

Industry &Company profile

2.1 Industry profile 10-13

2.2 Company profile 14-18

2.3 Vision Mission 19

2.4 Quality policy 19

2.5 Product profile 20-21

2.6 Areas of operation 22-23

2.7 Infrastructural facilities 24-25

2.8 Competitors information 25-26

2.9 SWOT analysis 27-28

2.10 Financial Statements 30-31

Chapter 3

3 Theoretical background of the study 32-34

Chapter 4

4 Data analysis and interpretation 35-55

Chapter 5

5.1 Findings 56-57

5.2 Suggestion 58-59

5.3 Conclusion 60

Bibliography 61

Annexure 62-65

LIST OF TABLES

Table No. Contents

Page

No.

Table - 4.1 Table showing Gender wise classification 35

Table - 4.2 Table showing Age wise classification 36

Table - 4.3 Table showing Occupation of the respondents 37

Table - 4.4 Table showing Monthly Income of the respondents 38

Table - 4.5 Table showing Marital status of the respondents 39

Table - 4.6 Table showing Retail store visited by Customers 40

Table - 4.7 Table showing Visiting pantaloons in a Month 41

Table - 4.8 Table showing variety of product available in Pantaloons 42

Table - 4.9 Table showing visiting pantaloons because of ease location 43

Table - 4.10 Table showing Service provided in pantaloons 44

Table - 4.11 Table showing employee service in pantaloons 45

Table - 4.12 Table showing Appearance of pantaloons 46

Table - 4.13 Table showing price merchandise in pantaloons 47

Table - 4.14 Table showing price range of merchandise available in pantaloons 48

Table - 4.15 Table showing bored while shopping in pantaloons 49

Table - 4.16 Table showing better appearance than any other store 50

Table - 4.17 Table showing shopping at pantaloons worth for money 51

Table - 4.18 Table showing parking space in pantaloons 52

Table - 4.19 Table showing knowing discounts and offers in Pantaloons. 53

Table - 4.20

Table showing cross tabulation response on service provided versus

satisfied with appearance of Pantaloons. 54-55

LIST OF GRAPHS

Graph

No. Contents Page No

Graph -

4.1 Graph showing Gender wise classification 35

Graph -

4.2 Graph showing Age wise classification 36

Graph -

4.3 Graph showing Occupation of the respondents 37

Graph -

4.4 Graph showing Monthly Income of the respondents 38

Graph -

4.5 Graph showing Marital status of the respondents 39

Graph -

4.6 Graph showing Retail store visited by Customers 40

Graph -

4.7 Graph showing Visiting pantaloons in a Month 41

Graph -

4.8 Graph showing variety of product available in Pantaloons 42

Graph -

4.9 Graph showing visiting pantaloons because of ease location 43

Graph -

4.10 Graph showing Service provided in pantaloons 44

Graph -

4.11 Graph showing employee service in pantaloons 45

Graph -

4.12 Graph showing Appearance of pantaloons 46

Graph -

4.13 Graph showing price merchandise in pantaloons 47

Graph -

4.14 Graph showing price range of merchandise available in pantaloons 48

Graph -

4.15 Graph showing bored while shopping in pantaloons 49

Graph -

4.16 Graph showing better appearance than any other store 50

Graph -

4.17 Graph showing shopping at pantaloons worth for money 51

Graph -

4.18 Graph showing parking space in pantaloons 52

Graph -

4.19 Graph showing knowing discounts and offers in Pantaloons. 53

Graph -

4.20

Graph showing cross tabulation response on service provided versus

satisfied with appearance of Pantaloons. 54-55

EXECUTIVE SUMMARY

The Pantaloons is one of the leading retail industry in the country and the company

functions daily apparels to country. Where the Pantaloons is the most visited retail

store in India which is in the 5th

place in India after LIFESTYLE, SHOPPERSSTOP,

WESTSIDE, MAX.

It was a great experience doing the internship on “A study on customer satisfaction

towards the services provided by the PANTALOONS”. During the study I tried my

best to know about the services provided by the PANTALOONS, from where the

company is rendering different kind of services to the people.

The methodology for this study was done with structured questionnaire and some

personal interview with the customers in the areas of INDIRANAGAR,

LAKSHMIPURAM and HALASURU. The sample size was 100 at simple random

sampling method. Most of the customers have a good opinion about the services that

are rendered by the company.

In this report I tried my best to understand the services that are rendered by the

PANTALOONS Company where the project might be helpful for marketing

department of the company as well as to the company on the whole.

This study tells that the company must improve on its service rendered to customers

from where the company is lacking in it where there is no proper service coverage.

The service of the company plays an important role in the satisfaction of the people.

It can be concluded that PANTALOONS is one of the leading retail in the country

from where the company has entered the daily life of the customers. The

PANTALOONS is one such organization where the company is striving hard for the

customer satisfaction of the people.

The project report at the end gives some suggestion to the company.

1

CHAPTER 1

1.1 INTRODUCTION ABOUT THE INTERNSHIP:

This project has been done as a part of my MBA curriculum with an objective of

knowing the working environment existing in the practical world. This study is

undertaken to understand pantaloons retail store in INDIRANAGAR Bangalore.

VISWESVARAYA TECHNOLOGICAL UNIVERSITY (VTU) initiated Masters in

business administration program to produce the students with blend of both the

theoretical knowledge and practical exposure. To respect the norms internship is

necessary to fulfill the practical requirement of MBA program 7 weeks of internship

in related fields would certainly boost up the performance of the students in real

world.

It provides qualified work knowledge to undergraduates, recent graduates, and those

who pursue to transformation with knowledge gain skill in particular career fields.

The program aims to prepare knowledgeable skillful confident and self-motivated

professional who will be able to perform completely in organizations of modern

world.

The students of MBA program of NEW HORIZON COLLEGE OF

ENGINEERING (NHCE) under VTU are required to prepare an internship based on

the experience and findings in institutions on their 4th

semester. So, being a student of

MBA in NHCE, internship selected at PANTALOONS FASHION AND RETAIL

INDIA LIMITED INDIRANAGAR BANGALORE and I involved in 12 weeks of

internship program.

Internship relates to gain knowledge of persons who wish to enhance on work

experience in a certain occupational fields. Most of the internship is temporarily

assignment that last roughly 60 days. The main purpose of internship is to get

practical experience of work, it helps to develop skills like teamwork, leadership,

commitment, problems solving and good communication.

2

As a student we will not be aware of the real work situations that take place in the

companies or in an organization as only theoretical knowledge are provided in schools

and colleges. Thus internship plays a crucial role as part of our education.

1.2. TOPIC CHOSEN FOR THE STUDY

It’s good to study the customer satisfaction extent which the customers are full filed

with a goods delivered the company. Measuring the customer’s feedback with the

help of forms. Increasing large amounts of consumer loyalty is essential for the

corporate.

STATEMENT OF THE PROBLEM

The problem in pantaloons they are facing problem with customer dissatisfaction, it is

not good for retail in future. The customers will not become loyal customers due to

their dissatisfaction. Without loyal customer business can’t run successfully.

Customers are the ultimate god for all the business, in retail end users customer.

Customer satisfaction is important parameter for getting huge business in the future.

In pantaloons the customers are both upper middle class and high class so, customer

satisfaction creates high business.

Understanding of customer’s needs and wants are very important for the company.

1.3. NEED FOR THE STUDY

In this study Pantaloons Retail (India) Limited believes in satisfactory delivery of

service quality to the customer, but due to unknown reasons the customer satisfaction

analyzed by the company is not up to the mark. The company finds the causes and

remedies for the low customer satisfaction.

The wants and need of the customer are the get back what they paid. It will paid in

means of different buying options. The functioning of the people comprised by

expectation and performances get back by the purchases. When they decreases below

3

expectation, A consummation go low. The expectation should be the high satisfy by

performing matched .The customer expectation based by performing of output by

company.

Customer reliability known by utilizing overview. Customer satisfaction can be

measured using survey from customer with the help of questionnaires. Customer

satisfaction drives business successful. The businesses have developed principles and

strategies for achieving customer satisfaction with High-performing standards. The

content where shoppers has to be happily shopped.

OBJECTIVES

1. To study the Consumer fulfillment towards Pantaloons.

2. To know the accessibility of products and assortment of merchandise draw in

clients towards Pantaloons.

3. To measure the fulfillment level of general shopping knowledge at Pantaloons.

4. To study the shopping background and the level of fulfillment at pantaloons

store.

5. To distinguish the issues confronted by the clients at pantaloons and propose

suitable measures to the organization.

4

SCOPE OF STUDY

This exploration will help Pantaloons to recognize their rivals in Bangalore or more

every one of the regions in which they can have an edge on them.

Pantaloons give different rebates and offers. This report indicates whether

shopping in Pantaloons is worth quality for the cash and can pull in clients.

It exploration will likewise be useful to know steadfastness clients near

Pantaloons. The points added according green card stating the thought.

Extremely broad characteristics clients such as comes one time in Thirty days,

significance given to traits such as climate, stopping additionally turn out to be

clear

METHOD OF RESEARCH

Research methodology

The methodology can be stated as “a particular procedure or set of procedures”, the

analysis of the principles on procedure in a particular field. This gives a clear picture

about how the study is carried on. It summarizes the procedure followed in the study.

It describes the method of research design, sampling plan, source of data adopted.

The research currently achieved with systematically where the objects. The research

systems, collecting’s and the findings faced by the company.

Definition of objectives of issue.

Defining information’s to solving problems.

Developing research plan.

Once problem identified defined, next procedure needs to gather information.

Data sourcing collecting.

5

Research design

It states description procedure in collected and analyzed problems are solved.

It provides a scientific framework for conducting research investigation

Research design are 3,

1. Exploratory.

2. Descriptiveness.

3. Causal.

The type of study policy applied in current learning’s are expressive

The research are conducted with following intention

To know about the service quality.

To improve on the services

To know about the difference in customer expectation and perception

To understand about the level of satisfaction

Meaning of descriptive research: it is a study which represents participants in an

accurate way. Three ways of descriptive research area:

Case-study

Observation

Questionnaire

Research Design Opted

The Descriptive Research Design are adopted for the sampling.

Sampling Method:

Sampling Unit: Customers of Pantaloons Indira Nagar.

Sampling Technique: Simple random sampling

Sampling size: 100 Respondents.

6

Statistical Techniques :

The Picture of percentages, Tables analyzing and graphs pictorial understating

were used in the study.

RESEARCH INSTRUMENTS

DATA COLLECTING.

One of the most important tools used for conducting market research is availability of

necessary and useful information. Data collection is an art. The method of marketing

research is in the way the methods of data collection. The sources of data fall under

two categories.

Internal sources

Every company has to keep certain records such as accounts, reports etc. these records

provide sample information which an organization usually keeps the collection in its

working.

External sources

When internal records are insufficient and required information is unavailable, the

organization has to depend on the external source.

DATA COLLECTION

Source of data

Data, facts, figures and other relevant materials of past and present, which serves as

the basis for the study and analysis. Without facts, no specific interference can be

drawn on the questionnaire under study. Interference based on imagination or guess

work cannot provide the correct answer to the research questions. The relevance,

adequacy and reliability of data determine the quality of the findings of a study.

For the purpose of the present study, data are collected from two sources, namely

primary and secondary data respectively.

7

Primary data

Primary data is one of the ways in which the investigator collects the information for

the purpose of study. Such data are original in character and is generated by,

observation conducted in any organization. They are the original source of data from

which researcher directly collects the data that have not been collected. In the present

study primary data are collected from observation as well as questionnaires.

Observation method

In observation method, the information is sought by way of investigator’s own direct

observation without asking from the respondent. The main advantage of this method

is that it is free from subjective biases, as it is free from respondent’s willingness. It

is, however, an expensive and time consuming method. Moreover, the information

provided by this method is very limited and some of the more busy people like

executives may not be accessible to direct observation.

Questionnaire method

The customers are mailed by the correspondents. This method is most extensively

applied in various researches of human and economic geography.

Secondary data

These are cause’s containing and collected on behalf of other persistence.

It has both available data which are complete data used for the purpose of study.

It has earlier data research paper which applied in this study which the researcher

undertakes presently.

Here the data is took from company’s brochures, magazines and the website.

8

LITERATURE REVIEW

By Kotler-Customer fulfillment depends on upon the item's apparent execution with

relevance purchaser's needs. within the event that the execution matches needs, the

consumer is consummated. On the off probability that execution surpasses needs, the

consumer is incredibly consummated.

Exceptional showcasing organizations build a special effort to stay crucial shoppers

consummated. Exceptionally consummated shoppers build a rehash buys and inform

others regarding their nice involvement with the item. The secret's to match consumer

want with organization execution. Shrewd organizations expect to joy shoppers by

promising simply what they'll convey, then transfer over they guarantee. nonetheless,

despite the circumstance wherever consumer –centered secure client loyalty with high

opinion to challengers, If they do ‘not try towards amplify client loyalty. the corporate

merely type low price to develop their company. However ,it might provide lower

paybacks. Then, motivation behind promoting can produce consumer esteem

gainfulness.

Indian retail half is reflected in spreading bit malls, multiplex, looking centers and

massive buildings provide looking, diversion and sustenance all beneath one top side,

the thought of looking has adjusted as so much as arrangement and customer buying

conduct, introducing associate degree unrest in looking in Asian nation. This has to

boot intercalary to expansive scale interests within the land phase with vital national

and worldwide players swing resources into adding to the muse and development of

the merchandising business.

The consumer may be a basic a part of associate degree organization's workings. Our

fanciful Indian, nationalist leader communicated the importance of the consumer by

expressing: "Client may be a most significant guest to our premises. Its not subject to

North American nation. We tend to area unit subject to him. it's not associate degree

interference on our work. he's the motivation behind it. he's not associate degree

outcast on our Business. They are bit of it. We tend to aren't serving thus on facilitate

him out him. he's giving thus on facilitate North American nation out North American

9

nation an opportunity to try to per see. to grasp this quote and to carry quick to its

information will expand accomplishment by obtaining, holding and fulfilling

shoppers.

LIMITATIONS:

Surveys were complete during nights, a large portion of the clients were in

rush and they won't not have reacted genuinely to every one of the inquiries.

The exploration is constrained to stand out store of Pantaloons and test size is

of 100 respondents so blunders might trim in while summing up the outcomes.

Those that left Pantaloons Store subsequent to shop remained decided to get

those surveys complete however they thought cumbersome polyethylene sacks

because of which they thought that was hard towards remain long to finish the

inquiries.

The vast majority stores said the poll might be gone by respondents; this

influenced their reaction to different inquiries

10

CHAPTER II

2.1. INDUSTRY PROFILE

INTRODUCTION TO RETAIL

Retailing has become a main role the modern society. The customers are valued by

retailing. It also offers chances for fulfilling and inspiring career to people. There has

been a significant shift in consumer’s need and technology and it has resulted in

change in retail industry. 25 to 30 years ago modern retail formats and companies

were unknown which has become now the primary factor in retailing. They offer

goods and services at good time and place to insure profits.

Retailing grows faster in the Market. As one of the nation’s largest employers, the

retail industry provides excellent business opportunities .About 12 percent of the

approximately750, 000 new enterprises launched between2001 and 2002 latest years

11

for which data is available) were retail operations. The entrepreneurs behind these

ventures risk their capital, invest their time and make a living by offering consumers

something they need or want. You’ll meet several of them in this guide and learn how

they created a niche for themselves.

India is a nation of shopkeepers. With over 12 million retail outlets, India probably

has the highest density of retail outlets in the world, with one for approximately every

90 persons;It became 9th

largest retailing in the world, with estimated annual retail

sales of around USD215 billion in 2005 (Rs 960,000 crore). At the sometime, the

share of organized trade in this enormous market is currently very small. It is

estimated at just USD8 billion (Rs 35,000 crore) in 2005, up fromUSD6.25 billion (Rs

28,000 crore) in 2004. This accounts for less than 4 percent of the total retail trade in

the countryman UNDERDEVELOPED RETAIL MARKET. Organized trade in India

is very underdeveloped when compared with other emerging markets in Asia, Latin

America and Eastern Europe. The Indian and Chinese markets are comparable in

many aspects: Both countries are not homogeneous. They comprise many markets

within a single country, with significantly varying cultures and customer preferences

across regions.

BRIEF ABOUT INDIAN RETAIL INDUSTRY

Retail industry made a dramatic changes in the Indian retail industry. Containing

sorted out and sloppy segments, In India main formations of industries basically

developed in India , Mainly last few year. In spite of business are sloppy, which

differs customers buying behavior, the industry is gets added famous currently gets

sorted out too. Which develops retail conditions to develop 25-30percent every year.

It developed from Rs. 38450 crore in 04-05 to 190321 Million year 2016.

12

Major Retailers in India

Pantaloons, Headquartered in Mumbai, It has 450 retail stores across India. It's

developing at an advantageous upon Thirty Million, Pantaloons propelled nation's 1st

Hypermarket Big Bazaar. Accompanying Retail fragments Big Bazaar, food Bazaar

Hometown, Furniture bazaar,

E zone

Shoes: Shoes Factories

Journals songs and Gifting

Electronic Marketing.

Indian retailing sectors.

Hyper marts/supermarkets: large self-servicing outlets offering different categories of

product. Mom-and-pop stores: they are family owned business catering to small

sections; they are individually handled retail outlets and have a personal touch.

Departmental stores: are general retail merchandisers offering quality products

and services.

Convenience stores: are located in residential areas with slightly higher prices

goods due to the convenience offered.

Shopping malls: the biggest form of retail in India, malls offers customers a mix

of all types of products and services including entertainment and food under a

single roof.

E-trailers: are retailers providing online buying and selling of products and

services.

Discount stores: these are factory outlets that give discount on the MRP.

Vending: it is a relatively new entry, in the retail sector. Here beverages, snacks

and other small items can be bought via vending machine.

Category killers: small specialty stores that offer a variety of categories. They are

known as category killers as they focus on specific categories, such as electronics

and sporting goods. This is also known as Multi Brand Outlets or MBO's.

13

Specialty stores: are retail chains dealing in specific categories and provide deep

assortment. Mumbai's Crossword Book Store and RPG's Music World is a couple

of example

Challenges facing Indian retail industry

Real estates are expensive.

Consumers are not same

Indian taxing structure favor’s retailing

No proper infrastructural facility

FDI Disadvantage

Shortages in studies.

14

2.2. COMPANY PROFILE

Company Background

House Name: Aditya Birla Group

Incorporation Date: 19/04/2007

Registered Address: 7th

floor, industrial area,

City: Mumbai

State: Maharashtra

Public company.

Apparel Store.

Mumbai , Maharashtra , INDIA

All INDIA

SHITAL MEHTA CEO

VISHVANATHANAN .S

DEPARTMENTAL STORES.

15

A Pantaloons was intertwined as PE on MARCH 2008. Gotten the announcement of

start of business on May 14, 2007. Pantaloons shape and Retail Limited on April 28

2012 changed.

Pantaloons, the recently procured by ABG, It is India’s driving multinational

aggregates, are a powerhouse of crisp style and development. While weaving its

enchantment crosswise over way of life sections, Pantaloons takes into account the

perceiving and in vogue Indian shopper.

Pantaloons stores have a plenitude of decisions crosswise over classifications foreign

brands to local brand, gathering dynamic man wears, ladies, children. By adding a

client's multitudinous decisions that reflect style, state of mind, and solace.

The viewpoints form extras like aromas, footwear’s, satchels, watches, shades and substantially

more.

With a chain of 71 style stores crosswise over 35 urban areas and towns. It always

amplifying feet shaped impressions whatever is left cutting edge.

16

Future Group managed the pantaloons and now been assumed control by Aditya Birla

Nuvo Limited ['ABNL']. workings in 36 nations over the globe with more than

136,000 representatives.

It positions Fortune 500 Company of the world with a solid blend of skilled and

competent staff involving 42 distinctive states, who are gained with tying down the

association and blockeding one splendid example of overcoming adversity after

another.

The primary Pantaloons store was propelled in the midst of much exhibition in

Gariahat, Kolkata in 1997. Throughout the years, the brand has experienced a few

moves and re-developed itself to deliver convincing patterns and styles taking into

account the advancing design center.

A pantaloon is India's quickest developing premium way of life clothing organization.

With imaginative plans, ideas and items, the organization acquires the most recent

patterns form and dress style on attire markets.

Organization offering a mind boggling finish 1 quit shops background purchasers

throughly endless gathering more than 100 top items perceiving fashionista. Upto 83

stylishly outlined store nation over showcase scope tasteful in vogue stock genuinely

satisfies Pantaloons adage of fresh fashion.

A run of the mill speeded over extensive of around 30000 sq. ft., including a brands

promotion that keeps running over varied extent of styles that spell class. The

accumulation incorporates prepared attire for mens ladies and children, supplemented

a comprehensive scope an embellishments

17

OVERVIEW OF BUSSINESS

On 12/13, the company acquired the pantaloons Fashion business post its demerger

from future Retail Limited under a court approved Scheme of Arrangement. On the

effectiveness of the scheme on 8th April 2013, all the net resources and operations

relating to the Pantaloons Fashion business have been exchanged on a going concern

premise, alongside obligation, to the organization. The delegated date of exchange is

first July. Regarding the plan, organization were formed newly. Unloading of

essential endorsements ES organization got recorded on the National Stock Exchange

of India Limited and the BSE Limited. The new management took over the control of

the pantaloons Fashion business w.e.f. 8th April 2013, i.e., on the effectiveness of the

scheme. With an objective of making pantaloons a future ready organisation,.

Particular home apparel Pantaloon has assortments of materials in its store fabrics,

Girls and Ladies easygoing and Jeggins and sportswear, customary wear, Toys,

Footwear, Cosmetics, Perfumes, Deodorants, Sunglasses, Wrist Watches, and

Jewelry. A few brands are expressed above others are: Cosmetic: MayBelline, LOreal.

Antiperspirants: Playboy, Denim, Ferrari and so on. Shades: FastTrack, DG, and

numerous.

Watches: quick track, Titan, E spirit, Timex and so forth.

Merchandise Visualization

Its Performance given in order to promote the offers and discounts in the store.

This incorporates joining item, environment, and space into an invigorating

and connecting with presentation to empower the deal.

Visual promoting is the craft of actualizing viable configuration thoughts to

expand store activity and deals volume.

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Targets OF VISUAL MERCHANDISING

1. A craving to draw in clients to a position of business with a specific end goal

to offer the stock.

2. Clients are offered through inside outside presentations.

3. It makes positive client picture.

4. It expands deals.

5. It empowers motivation purchasing.

6. The outside entrance quietly reports which clients able to guess exclusive.

7. Clear outside view marketing pulls in consideration, makes premium, and

welcomes the client into the business.

Flags:

These are utilized progressively as a cheap however vivid, eye-getting method for

advancement.

Posters dangled by posts, anticipated by the structure level in contrast to the

outsides.

The numerous symbols vie about consideration, outline and sign turn out to be

more imperative. They ought to be extraordinary, discernible and coherent.

BOARDWALKS AND ENTRIES:

Around 75 % new clients recall stores passage, where the first and last viewpoint

in stores inside.

A jumbled door causes shoppers to uncertainly put off entering a store, while an

appealing, very much composed passage is welcoming clients.

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STORE INTERIORS:

Inside appearance a critical component of a store idea.

This business, item choice, value fragment, client gathering and organization

vision frame the establishment of the idea.

Private names:-

They owned apparel by company name and in addition diverse segments some of

them are:-

1. Honey

2. Annabelle

3. Bare

2.3 VISION

Finest worldwide combination in reasonable spotlight business in country

. MISSION

To convey better esteem than our clients, shareholders, workers and society on

the loose.

VALUES

speed

seamlessness

Guarantee

Desire

Promotional

2.4. QUALITY POLICY:

With a focus on today’s youth. It reflects the ideas of the collection of

youngsters merchandise with refreshing and new look under all brands.

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2.5. PRODUCT PROFILE:

Products maintained at pantaloons are the menswear. Women’s wear,

handbags, fashion accessories. Like belts, wallets for gents, ladies.

APPARELS NON APPARELS

MEN’S SPORTS WEAR

LADIES HAND BAGS

KIDS TROUSER BELTS

YOUTH JEWELLARY

BRANDS AVALABLE AT PANTALOONS

John miller AJILE Akkriti

Peter England Lombard Rangmanch

Bare Denim JM Sports Trisha

RIG Scullers Biba

Ladies western Rig Chirpie

Jealous 21 Ajile Princess

HoneyAnnabelle chalk Disney

Bare denim Bare kids Akkriti

21

SERVICES:-

Financial Services

ADITYA BIRLA BROKERING ADITYA BIRLA MONEY

ADITYA BIRLA FINANCIAL

Fashion and Lifestyle services

Pantaloons provide various fashion and lifestyle service to the customers

Louis Philippe

Van heusen

Allen solly

People

Linen Club

Pantaloons fresh fashion

Manufacturing Services

Ray One

Telecom services

IDEA

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2.6. AREAS OF OPERATION:

Nationally they are emerging with innovative and segmented areas in India with The

Aditya Birla Retail (India) Limited operates at various areas throughout in India

booming and getting

More customer’s day by day. Their main motto is to get the customers and satisfy

them by offering FMCG (Fast Moving consumers Goods).The company planned to

serve the customers located in various geographical areas like different states of the

Indian country. This covers all most all the Indian customers at the all sides. The

following are the major cities/areas where the operation and retail established where

taken over by Aditya Birla.

Bangalore

Ahmadabad

Gurgaon

Indore

Mumbai

Pune

Vishakhapatnam

Jaipur

Raipur

Surat

Kolkata

Jammu

Lucknow

Ludhiana

Kanpur

Mangalore

Mumbai

Nagpur

Other cities

23

BOARD OF DIRECTORS

SUSHIL AYANGHARAN DIRECTOR NON EXECUTIVE

SUKANYA SWARAJ PERSONEL DIRECTOR

BHARADWAJ NEHRU MANAGING DIRECTOR

PANDAYA PAKRU COMPANY EXECUTIVE

MANAGEMENT TEAM:

1. Mr. Shital Mehata CEO

2. Mr. Manoj Kedia CFO

3. Mr. Chandrasekhar Chavan PUBLIC RELATIONS

4. Ms. Geetika anand Talwar CS & Compliance office

5. Dr.Rakesh Nagamani Non-Executive Director(s)yright

MILESTONE

The starting 1956-1966 Aditya Nuvo follows its inceptions to humble starting

with the obtaining of Indian Rayon Corporation Limited, a gooey fiber yarn

producing unit, 1963.

The broadening story 1976-1988, this period saw the expansion of the

organization to incorporate systematic materials, encasings, bond and carbon

dark.

The organization is renamed as Indian Rayon Industries Limited.

Acquisition and joint endeavors 1998-2004, the adventure proceeds with the

organization experiences a spate of obtaining and joint dares to bring into its

fold new systematic pieces of clothing, disaster protection, IT administrations

and BPO.

A new character 2005-2011, Indian Rayons new way of life as Aditya Birla

Nuvo marks the change of assembling into a premium combination with

broadened organizations.

24

2.7. INFRASTRUCTURE FACILITIES:-

The infrastructure of the pantaloon store is very fine which is located in

Koramangala Ejipura road. The structure consist of the total three floors with

occupying various latest technological standards can be adopted namely the cameras,

various color, lightings arrangements, attracting mannequins (dolls), proper

ventilation and parking is also separately located at the basement underground of the

store its again having well structured back end office for daily operation of the store

transactions related to their brand selling.

Its having two main door where one front door is to customers entry and back end

door for the employees who are working in that pantaloon store again their having lift,

escalators, and separate stairs facility is also there for customers to go to the upstairs

floors and their having two main warehouses for the purpose of maintaining the stock

of the merchandise with specific cameras.

In that store their having separate trial room for ladies and gents in each and every

floor for reducing the customers traffic when there is a sales season. Finally one more

room is meant for employees for having their food and relax for sometime called as

fun zone.

GROUND FLOOR:-

The ground floor consists of the various products like woman’s ethnic wares

and Jewelry for woman’s and mainly one more office is meant for customers to get

enquiries for their doubts related to merchandise that small office as CUSTOMER

SERVICE DESK (CSD).

FIRST FLOOR:-

The first floor is completely accommodated by the western style formal clothes for

ladies, with different brands namely,ALL,sculler,jealous-21,ajile,john miller, winter

wear, and kid’s wear which can be consisting of warehouse for the stock holding.

Where that floor can be completely take care by the department manger.

SECOND FLOOR:-

The second floor comprises and accommodated by the various formal and casual

dresses for the gents in formal brands are JOHNMILLER, SCULLERS, AJILE,

25

CELIO, INDIGO NATION, and informal brands are bare denim, ajile, Manchester

united.

And fun zone is also located in that floor only for employees to take care of briefing

and meeting by the store manager. With well equipped air condition, well arranged

lightings and mainly back office is also located in that floor only. And cash counter is

situated in that floor for the purpose of billing.

AWARDS AND ACHIVEMENTS

1. Pantaloons Green Card honored the best ''DIGITAL MARKETING CAMPAIGN

OF THE YEAR 'at the eighth Loyalty Awards displayed by AIMIA.

2. Pantaloons wins ''BEST TWITTER CAMPAIGN'' AWARD at Social Media

Summit.

3. A Pantaloons wins ''Most favored Fashion Retail Destination of the Year' at

North-East Consumer Awards 2013.

4. Pantaloons bags Gold and Silver at IDMA. Indian Digital Media Awards (an

exchange4media group initiative) were held on 25th

June at ITC Grand central,

Mumbai amidst much fanfare.

2.8. COMPETITOR’S INFORMATION:

Competitors are

STAR BAZZAR

FASION YATRA

WESTSIDE

MEGAMART

SHOPPERS STOP

MAX

LANDMARK

26

Spencer’s largest retail store:

A new store at kengeri highway Bangalore recently with 50000 sq ft stores in

Bangalore as 23rd

company.

Through the sessions“We are happy to announce the launch of our largest store in the

city. In terms of business potential, Bangalore is the fourth largest city in India and is

growing at a rate of 20 percent annually. The new age population is very receptive to

modern trade, which makes the city attractive propositions even as the presence of

major retailers makes the terrain competitive. We have had a successful 10-Year stint

in Bangalore with our 22 neighborhood stores. Now the economy on the upswing, we

thought it would be the right time to launch the hyper store where brand Spencer’s

gets unveiled in it’s entirely.”

The latest large format store, designed by international retail brand and store

design consultants, targets upper income group customers with its international

shopping experience.25000 SKU’s offers the store merchandises with different

categories of products

Food items and other eatables are sold in pantaloons.

LIFESTYLE launches its 4th store in Bangalore

Monday, February 6, 2012

70,000sq ft of international shopping at New area located in bengaluru

Lifestyle, designation with high product with fashion high living. Has launched its 4th

Lifestyle store to 32nd in the country. Located at Gopalan Signature on Madras road

three floors encircling 90,000 sq ft of space and assures to offer customers a truly

exceptional shopping experience.

27

The new lifestyle store promises customers a pleasurable shopping experience, with a

choice of more than 500 both brands and huge varieties of merchandise.

Mr.Kabir Lumba, MD (P) Ltd said, “Lifestyle stores are recognized as most preferred

shop destinations Bengalureans . The new store aimed closer to our customers in Old

Madras Road and surrounding localities.

2.9 SWOT Analysis:

SWOT Analysis is a frame work which helps an organisation to understand what

advantages it has so as to enhance its capabilities and to analyse what they lag to

overcome their weaknesses.

Strengths

Innovator with major market share and capitalisation.

Status for worth of money, suitability.

Many city people like Delhi, Bangalore, Chennai, Kolkata, Mumbai.

Highly strategic human resource management and development.

Management of employees are done in proactive manner.

Most trusted and respected brand by the consumer.

One of the strongest brands in terms of finance.

Weakness

Doesnt function in International market. It’s confined only in India so it’s unable

to reach the customers overseas.

Competition from speciality companies such as West side, Shoppers Stop,

Lifestyle, and Central as this retail provide variety of ranges of products of

different brands as compared to pantaloons.

28

Skilled labour force is not satisfactory when matched with world, the staffs who

are working on shop floor are not given proper training as to how to communicate

with customers and how to deal with tough customers.

Offers limited brands i.e., they don’t provide luxury brands Bossini, Elle, Only,

Mufti, Killer, etc.

Pantaloons experiences high attrition rate due to availability of job opportunities

in the market.

Opportunities

Creating more brand awareness

At present India constitutes just 8% of composed retail.

New locations and store types offer Pantaloons Fashion and Retail Limited

opportunities to exploit market development.

Threats

Strong competition from unorganized retail market.

Raw material scarcities

Limited growth opportunities

Government rules and regulatory.

Current change in economy

29

ORGANIZATION STRUCTURE (ZONAL)

Vice president

MKT

MGR

HR Category

MGR

Finance

MGR Operation

Head

MKT Head HR Head Categories

Head

Finance

Head Store Mgr

President

30

2.10 FINANCIAL STATEMENT

PARTICULAR 31-MARCH-2015 31-MARCH-2014

LIABILITY & Equity

A . Funds from share holders

Capital in share 9330 9330

Reserves and Surplus 25227 48617

Sub Total (A) 34557 57947

B. Liability (Non-current)

Borrowing (LT) 93750 101500

Liability under (LT) 5411 4279

Provision (LT) 656 568

Sub Total (B) 99817 106347

C.Current Liabilities

Borrowing (ST) 29813 46

Pay to trade 31140 37558

Liability of current 16994 12455

Provision (ST) 1564 970

Sub Total (C ) 79511 51029

TOTAL (A) +(B)+(C ) 213885 215323

ASSETS

D. Asset (NC)

Asset fixing

Tangibles 37489 44322

Intangibles 120446 118995

Work progresses (C) 377 1792

Intangibles’ Develop - 693

Asset (DT) - -

Advancement & (LT) 8161 7695

Sub-Total -(D) 166473 173497

E.Current Assets

31

Current Investments - 599

Inventories 42733 35835

Trade Receivables 347 1700

Cash and Bank Balance 720 1082

Advancement & (ST) 2638 1670

Others 974 940

Subtotal (E) 47412 41826

Total (D)&(E) 213885 215323

32

3.1. CHAPTER III

THEORETICAL BACKGROUND

Several establishments doesn’t know about the customer’s satisfaction provide

to customer. Attitude to be that so long as people “BUY” their products must be

accepted.

Firstly, customers some customers may bought the same merchandise when

there is not a opinion to buy the goods.

Secondly, Producer selling his product only when there is more sale beyond

store. The competitor has the point of satisfaction level of customer when the rate of

merchandise. This feedback answers the following questions to find out.

Are your customers know?

Where are they likely to be your customer?

How does your customer fell?

What does your customer think?

Now that we have spoken of customer satisfaction, let us understand what it is:

According to Philip Kotler’’ customer satisfaction is the level of person felt

state resulting from comparing a products perceived performance in relation to the

person’s expectations”.

Thus satisfaction levels are function of the difference between the perceived

performance and expectation of a customer. One of the three board levels of

satisfaction as follows.

If performance fails short expectations customer if dissatisfied.

If performance matches expectations/ customer is satisfied.

If performance is greater than expectations customer is highly satisfied pleased or

delighted.

Expectations of a buyer are formed on any of the following ways:

Buyer past experience.

Statement by friends.

Associates

Marketer.

33

Companies seeking to win today’s market track their customers’ expectations,

perceived company performance and customer satisfaction.

The key to customer retention satisfaction a satisfied customer is one who:

Buy more and stay longer.

Pay less attention to competing brands and advertisement.

Fewer prices sensitive

Thus a company would be wise to regularly measure customer satisfaction

company should enquiry from their recent buyers feedback forms about products and

services and determine how many are POOR GOOD .

Organization ought to discover the main considerations fulfillment and

disappointment level every period and set enhancements objectives for client situated

organization. Consumer loyalty is both an objective and in addition advertising

instrument. Organizations that accomplish high consumer loyalty rating beyond any

doubt that their objective business sector knows it; organizations can expand

consumer loyalty in the accompanying way; by bringing down the cost or build its

administration. The organization may have the capacity to increment in gainfulness in

different courses, for example, enhancing maker or modifying more in innovative

work.

At last, the organization must convey the customers to buy the merchandise in any

event satisfactory levels of fulfillment to alternate stockholders inside of the

requirements of its aggregate assets here we see that an association has took and the

above angles before it truly sets on the mission of augmenting consumer loyalty.

Consumer loyalty is the degree to which an item sees execution walks purchasers.

Consumer loyalty with a buy relies on upon how well items execution satisfies the

desires the clients are exceedingly fulfilled.

Organization means to joy clients by promising just what they can convey, then

conveying more than they guarantee. Exceedingly fulfilled clients deliver a few

advantages for the organization. Fulfilled clients are less costs touchy.

34

The relationship between consumer loyalty and steadfastness fluctuates

extraordinarily crosswise over businesses and aggressive circumstances.

Factors affecting customer satisfaction:

Aspects of products and services

Style of products

Assistance of staff

Knowledge of staff

Ambiance of store

Compliant management

Promotional activities

Cost quality ,performance and efficiency of the products

METHODS OF TRACKING AND MEASURING CUSTOMER

SATISFACTION

Complaints suggestion system: A company should make the customer to ease

access by installing suggestion boxes, feedback forms.

Customer satisfaction survey: An organization must incorporate that it can get full

picture of client recommendation framework. Responsive organization gets straight

measures of customer study techniques.

Individuals got through Telephones to discover how they feel about the rating part of

the organization's execution and administrations.

35

CHAPTER IV

DATA ANALYSIS AND INTERPRETATION

Table 4.1

Table showing classification of gender respondents

ANALYSIS:

It is analyzed that 40% are male respondents and 60% of female respondents.

GRAPH NO 4.1 Graph showing Gender Respondents

INTERPRETATION:

From the above graph it was found that 60% of respondents were female and rest 40%

were male. It is interpreted that number of female is higher than the male respondents.

40%

60%

GRAPH 4.1

MALE

FEMALE

Questionnaire No. Of Respondents

Male 40

Female 60

Total 100

36

Table 4.2

Table showing Age wise classification

Questionnaire No. of Respondents

18-20 30

20-30 10

30-50 50

50 & Above 10

Total 100

ANALYSIS:

The above table shows that the more percentage of people belong to the Age are

around 18-20 ie 30 respondents,30-50 i.e 50 respondents,20-30 & 50&above are only

10 respondents.

GRAPH NO 4.2 Graph showing age wise classification.

INTERPRETATION:

As per the above graph we can conclude that the common pantaloons customers are

between 30-50yrs.

30%

10% 50%

10%

Graph 4.2

18-20

20-30

30-50

50 AND ABOVE

37

Table 4.3

Table showing education qualification of the customers.

Questionnaire No. of respondents

S S L C 15

PUC 20

GRADUATION 50

Others 15

Total 100

Analysis:

From the above table we can see that more number of respondent belong to

Graduation category from where they are 50 respondents, PUC category are 20

respondents, SSLC are 15 respondents, others are 15 respondents.

Graph 4.3 showing education qualification

Interpretation:

From the above graph we can see that the majority of the Pantaloons customers are

graduated category.

15%

20%

50%

15%

GRAPH 4.3

SSLC

PUC

Graduation

OTHERS

38

Table 4.4

Table showing the Occupation of the respondent.

Questionnaire No. of respondents

Student 15

Self employed 25

Businessman 45

Others 15

Total 100

ANALYSIS:

From the above table we can see that the more number of respondent belong to

Businessman category from where 45, Self -employed around 25-100, students and

others around 15-100.

GRAPH NO 4.4 Graph showing occupation of respondents

INTERPRETATION: As per the above data the analysis it shows that the number of

respondent belong to Businessman category from where 45-100.

15%

25%

45%

15%

Graph 4.4

STUDENT

SELF EMPLOYED

BUSINESSMAN

OTHERS

39

Table 4.5

Table showing marital status.

Questionnaire No. of respondents

Married 45

Unmarried 55

Total 100

Analysis:

From the above table we can see that more number of respondents belong to

unmarried category 55-100 respondents, and married category 45-100 respondents.

Graph 4.5 Graph showing marital status

Interpretation:

From the above graph we can see that the majority of the respondents of pantaloons

are unmarried.

45%

55%

GRAPH 4.5

MARRIED

UNMARRIED

40

Table 4.6

Table showing retail store visited by customer.

Source NO.RESPONDENTS

Westside 25

Shoppers stop 15

pantaloons 20

Reliance retails 15

Life style 25

TOTAL 100

Analysis:

From the above table we can see that more number of respondent belong to both

westside and lifestyle as 25 respondents,20 respondents are visited pantaloons,15

respondents are from both shopper stop and Reliance retail.

Graph 4.6 Graph showing customer visited retail outlets

Interpretation:

From the above graph we can see that the majority of the customers are both west side

and life style.

25%

15%

20%

15%

25%

Graph 4.6

Westside

Shoppers stop

pantaloons

Reliance retails

Life style

41

Table 4.7

Table showing how many times you visit pantaloons in a month.

SOURCE NO.OF RESPONDENTS

1-2 TIMES 40

2-3 TIMES 35

3-5 TIMES 15

5 & ABOVE 5

Total 100

Analysis:

From the above table we can see that more number of respondent visits pantaloons 1-

2times i.e 40 respondents.35 respondents visits 2-3times,15 respondents visits 3-5

times and 5 respondents visits 5&above times in a month.

Graph No 4.7

Interpretation: As per the above data the analysis it shows that majority of the

respondents visited the pantaloons showroom 2-3 times in a month, whereas there is

only a few customers that visits showroom more than 5& above times in a month.

42%

37%

16%

5%

Graph 4.7

1-2 TIMES

2-3 TIMES

3-5 TIMES

5 & ABOVE

42

Table 4.8

Table showing Is variety of products available in Pantaloons

SOURCE NO.OF RESPONDENTS

YES 40

NO 60

TOTAL 100

ANALYSIS: The above data clarifies that the respondents stated YES that pantaloons

have variety of products that are 40% of the respondents, and 60% of responded NO.

GRAPH NO 4.8 Graph showing variety of products available in pantaloons

INTERPRETATION:

From the above graph we get to know that 60% of the respondents said NO for the

variety of product not available in pantaloons.

40%

60%

Graph 4.8

YES

NO

43

Table 4.9

Table showing Do you visit pantaloons because of ease location

Questionnaire No. of Respondents

Yes 65

No 35

Total 100

ANALYSIS:

From the reference to the above data 65% of the respondents were said yes and 35%

of the respondents are said no with the location.

GRAPH NO 4.9 Graph showing ease location by Pantaloons

INTERPRETATION:

From the above graph 65% responds yes for the location provided by

pantaloons 35% the respondent feels no for location..

65%

35%

Graph 4.9

YES

NO

44

Table 4.10

Table showing Are you satisfied with the service provided in Pantaloons?

SOURCE NO OF RESPONDENTS

VERY SATISFIED 35

SATISFIED 20

DISSATISFIED 25

VERY DISSATISFIED 20

TOTAL 100

ANALYSIS: Its evident from the analysis that 35% of the respondents were very

satisfied, Where as 20% are respondents to both satisfied and very dissatisfied and

25% of respondents responded dissatisfied.

GRAPH NO 4.10Graph showing service provided by pantaloons

INTERPRETATION:

From the above graph 35% of respondents were very satisfied 20% very dissatisfied

by the service provided in pantaloons.

35%

20%

25%

20%

Graph 4.10

VERY SATISFIED

SATISFIED

DISSATISFIED

VERY DISSATISFIED

45

Table 4.11

Table showing satisfaction of employee service in Pantaloons?

Questionnaire No. of Respondents

Yes 45

No 55

Total 100

Analysis: It shows , 45% of the respondent satisfied with employee service, and

55% respondents were not satisfied with service of the employee.

GRAPH NO 4.11 Graph showing satisfaction of employee service in pantaloons

Interpretation:

From the above graph can say , 55% majority respondents were not satisfied

and the remaining 45% respondents are satisfied with employee service.

45%

55%

Graph 4.11

YES

NO

46

Table 4.12

Table showing how much satisfied by the appearance of pantaloons?

SOURCE NO.OF RESPONDENTS

VERY SATISFIED 20

SATISFIED 50

DISSATISFIED 25

VERY DISSATISFIED 5

TOTAL 100

ANALYSIS:

From above reference 50% respondents are satisfied and 25% where

dissatisfied and 20% where very satisfied and remaining 5% very dissatisfied.

GRAPH NO 4.12 Graph showing satisfaction by the appearance of pantaloons.

INTERPRETATION; This graph says, 50% of the respondents were satisfied 30%

respondents are very dissatisfied.

.

20%

50%

25%

5%

Graph 4.12

VERY SATISFIED

SATISFIED

DISSATISFIED

VERY DISSATISFIED

47

Table 4.13

Table showing Are you satisfied with the price of merchandise in Pantaloons

Questionnaire NO.OF RESPONDENTS

VERY SATISFIED 20

SATISFIED 60

DISSATISFIED 15

Very dissatisfied 5

TOTAL 100

ANALYSIS: From the above reference data 60% of the respondents satisfied and

15% where dissatisfied and 20% where very satisfied and remaining 5% very

dissatisfied.

Graph no 4.13 Graph showing satisfaction with price of merchandise.

INTERPRETATION:

From the above graph we can say that, 60% of the respondents were satisfied

and 5% of respondents are very dissatisfied.

20%

60%

15%

5%

Graph 4.13

VERY SATISFIED

SATISFIED

DISSATISFIED

VERY DISSATISFIED

48

Table 4.14

Table showing price range of merchandise available in pantaloons.

SOURCE NO.OF RESPONDENTS

300-500 15

500-899 35

999-1299 40

1299 & ABOVE 10

TOTAL 100

ANALYSIS:

From the above reference data 40% of the respondents to 999-1299 and 35%

responded to 500-899,15% of responds to 300-500,10% of respondents are 1299 &

above

Graph no.4.14 Graph showing price ranges available in pantaloons.

INTERPRETATION:

The graph says 35% of respondents said 500-899 and 10% of respondents are

1299 and above.

15%

35% 40%

10%

Graph 4.14

300-500

500-899

999-1299

1299 & ABOVE

49

Table 4.15

Table showing do you feel bored while shopping in pantaloons?

SOURCE NO.OF RESPONDENTS

YES 25

NO 75

TOTAL 100

ANALYSIS:

From above table we can say that,75% of respondents are not bored while

shopping at pantaloons and 25% feels bored.

Graph no 4.15 Graph showing feeling bored while shopping in pantaloons.

INTERPRETATION From graph says 75 % of respondents not bored while shopping

in pantaloons because of arrangement.

25%

75%

Graph 4.15

YES

NO

50

Table 4.16

Table showing Pantaloons has better appearance than any store?

SOURCE NO.OF RESPONDENTS

YES 40

NO 60

TOTAL 100

ANALYSIS:

From the above table we can say that, 60% of the respondents said no for the

appearance of pantaloons and 40% respondents said yes.

Graph no 4.16 Graph showing pantaloons has better appearance than other store.

INTERPRETATION: From the above graph we can say that, 60% of the

respondents were not satisfied with the appearance of pantaloons.

40%

60%

Graph 4.16

YES

NO

51

Table 4.17

Table showing do you feel shopping at pantaloons worth for money?

SOURCE NO OF RESPONDENTS

STRONGLY AGREE 40

AGREE 25

DISAGREE 10

STRONGLY DISAGREE 15

CANT SAY 10

TOTAL 100

ANALYSIS: From the above table we can say that,40% of respondents strongly

agree and 25% of respondents agreed and 10% of respondents are disagree and cant

say and 15% of respondents are strongly disagreed.

Graph 4.17 Graph showing shopping at pantaloons worth for money.

INTERPRETATION:

From the above graph we can say that, 40% of respondents are strongly agree

for worth for money in pantaloons.

40%

25%

10%

15%

10%

Graph 4.17

STRONGLY AGREE

AGREE

DISAGREE

STRONGLY DISAGREE

CANT SAY

52

Table 4.18

Table showing are you satisfied with parking space in pantaloons.

SOURCE NO OF RESPONDENTS

VERY SATISFIED 30

SATISFIED 15

DISSATISFIED 20

VERY DISSATISFIED 10

CANT SAY 25

TOTAL 100

Analysis:

From the above table clearly shows that 30% of respondents are very satisfied

and 25% of respondents are responded as can’t say,15% of responded satisfied and

10% of respondents says very dissatisfied.

Graph 4.18 Graph showing satisfaction of customers by the parking space provided

by pantaloons.

INTERPRETATION:

From the above graph we can say that 30% of respondents are very satisfied

and 10% respondents are very dissatisfied.

30%

15%

20%

10%

25%

Graph 4.18

VERY SATISFIED

SATISFIED

DISSATISFIED

VERY DISSATISFIED

CANT SAY

53

Table 4.19

Table showing how do you know about discounts and offers in pantaloons?

SOURCE NO.OF RESPONDENTS

EMAIL 25

SMS 30

HOARDINGS 35

OTHERS 10

TOTAL 100

Analysis:

From the above graph shows that 35% respondents are said known by hoardings, 30%

respondents are known by SMS , 25% of respondents said EMAIL and others 10%

respondents.

Graph 4.19 Graph showing known about discounts and offers in pantaloons.

INTERPRETATION:

From the above graph 35% of respondents are known by hoardings and 30%

of respondents known by SMS.

25%

30%

35%

10%

Graph 4.19

EMAIL

SMS

HOARDINGS

OTHERS

54

Table 4.20

Cross tabulation of response on service provided in pantaloons versus satisfied with

appearance of pantaloons.

Cross classification of on service provided in pantaloons with satisfied with

appearance of Pantaloons explores that nearly 50 of the respondents are satisfied with

appearance, 35 of them are very satisfied with service provided in pantaloons and the

least of 5 are very dissatisfied with the appearance,20 of them are satisfied with

service provided by pantaloons.

From the view point of

HYPOTHESIS: The customers are satisfied with service provided and also the appearance of the store.

Crosstab

Count

Satisfied with Appearance Total

VERY

SATISFI

ED

SATISFIE

D

DISSATISFI

ED

VERY

DISSATISFI

ED

Services Provided

VERY

SATISFIED 9 16 8 2 35

SATISFIED 4 9 7 0 20

DISSATISFI

ED 7 14 4 0 25

VERY

DISSATISFI

ED

0 11 6 3 20

Total 20 50 25 5 100

55

Chi-Square Tests

Value df Asymp. Sig. (2-sided)

Pearson Chi-Square 14.040a 9 .121

Likelihood Ratio 18.760 9 .027

Linear-by-Linear Association 2.195 1 .138

N of Valid Cases 100

a. 6 cells (37.5%) have expected count less than 5. The minimum expected count is

1.00.

INTERPRETATION:

The table of Chi-Square test has showed that the Underlined hypothesis is

accepted. This accepted has made the researcher to conclude that service provided by

the pantaloons is based on the customers.

Graph 4.20

56

CHAPTER 5

5.1 FINDINGS

Improving Pantaloons with help of this research to find upcoming problems

20% of respondents are visited pantaloons for shopping this is because due to the

high merchandise price and more merchandise available for shopping in

pantaloons

The 40% of the respondents visited the pantaloons showroom 1-2 times in a

month, whereas there is only a few customers that visits showroom more than 3

times in a month due to high price of merchandise.

60% of the respondents said NO for the variety of product not available in

pantaloons due to low variety of product.

65% responds yes for the pantaloons location easy to find because all pantaloons

stores located in central area of shopping.

35% of respondents were very satisfied 20% very dissatisfied by the service

provided in pantaloons this is due to the discount time unavailability of computers

for billing.

55% of the respondents are not satisfied with the employee service this is because

the staffs are not trained properly in store.

50% of the respondents are satisfied with the appearance of the pantaloons and

sitting arrangement and product.

60% of the respondents are satisfied with the pricing of merchandise in pantaloons

as it has the price range for all kind of customers.

35% of the respondents are selected the price range of 500-899 where the quality

of merchandise is good.

57

25% of the respondents are bored while shopping in pantaloons where there is no

play area for kids.

60% of the respondents are not satisfied with the appearance of the pantaloons

when compared to other retail stores.

40% of the respondents are strongly agree on the worth for money while buying in

pantaloons.

30% of the respondents are very satisfied by the parking space provided by

pantaloons this is because the store located in main shopping area where the

parking is not available for the customers.

35% of respondents are known by the hoardings all over the city by pantaloons

and 30% of customers known with the SMS sent to customer registered number

with pantaloons.

58

5.2. SUGGESTIONS:-

This exploration tosses light on different qualities and shortcomings of Pantaloons

and can likewise help Pantaloons to enhance diverse fronts keeping in mind the end

goal to have an edge over its rivals. In view of the examination and discoveries of my

exploration I might want to give taking after proposals:

1. Pantaloons need an improvement on the accommodation of the people who comes

for the shopping. The variety of product is not into the expected level of customer

satisfaction.

2. Pantaloons should make a business on the different products in order to gain more

customer visiting the shop instead of choosing another retail shops.The number of

product should be increased every quarterly to gain more female and kids attention

towards Pantaloons.

3The aged people and other small kids can rest for some time in the sitting area in

order to finish the family shopping.

.

4. To overcome the huge crowd and long queues the billing area should be improved

and new systems are bought to avoid rush during discount and offer time

.

5.The customers are more attracted during the discount and offer time to increase the

sales.

6. To strengthen the loyalty of the people the benefits and green card facility and

other membership program are promoted to the customer by the staffs.

7. Retail outlet should maintain the proper pricing that should be affordable to every

customer instead of having high margin of profit in their mind.

8. The employees should be very courteous with the customers while suggesting

about the products and interacting with them.

9. Employees satisfaction towards the work and their monetary fund is also matters a

lot in any retail organization.

10. The employee should have the proper co-operation with each other for total

organization development.

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11. Employees should not feel shy when they are interacting with the customers.

12. Brand staff should create friendly environment with the customers.

13. The employees should be very clearly informed about the product because they

need to interact directly with the customers to suggest to the customers about the

product and later various services.

14. Employees in the pantaloons are good and well behaved personality’s and keep

same thing forever.

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CONCLUSION:

A Pantaloons is one of the retail stores in India. It is a part of Aditya Birla Group.

Aiming to know consumer behavior on buying it researched. Pantaloons SWOT are

analyzed and ways found to solve the issue. Pantaloons captured competitions with

recent retailers players like MEGA MART MAX BIG BAZZAR. Pantaloons should

provide the customers good products and satisfactory services. Pantaloons store

should concentrate on variety of products. Few years till now the boom in retail

industry and Pantaloons gains huge in industry. They should carefully take precaution

to be successful in industry with the recommendations.

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BIBLIOGRAPHY:-

Marketing Management - Philip Kotler.

Research Methodology- Kothari

Sales and retail Management- Neela Prandhaman.

WEBSITES VISITED:

PANTALOONS

GOOGLE

ADITYA BIRLA

ADITYABIRLA NUVO

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ANNEXURE

QUESTIONNAIRE TO CUSTOMERS

Dear customers Kindly response me by suggesting your opinion through answering

the following questionnaire about the customer satisfaction towards the services

provided by pantaloons.

1. Name:-

2. Gender:-

Male

Female

3. Age:-

18-20yrs

20-30yrs

30-50yrs

50 above

4. Education:-

SSLC

PUC

Graduation

Others

5. Occupation

Students

Self-Employed

Businessman

others

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6. Marital Status

Married

Unmarried

7. Which of these following retail outlets you visited?

Westside

Shopper stop

Pantaloons

Reliance

Life style

8. How many times you visit pantaloons in a month?

1-2 times

2-4 times

3-5 times

5 & above

9. Is variety of products available in pantaloons ?

Yes

No

10. Do you visit pantaloons because of ease location?

Yes

No

11. Are you satisfied with the service provided in Pantaloons?

Very satisfied

satisfied

dissatisfied

very dissatisfied

12. Are you satisfied with our employee service?

64

Yes

No

13. How much are you satisfied with appearance of Pantaloons?

Very satisfied

Satisfied

Dissatisfied

Very dissatisfied

14. Are you satisfied with the price of merchandise in Pantaloons?

Very satisfied

Satisfied

Dissatisfied

Very dissatisfied

15. What pricing range of merchandise available in pantaloons?

300-500

500-899

999-1299

1299 & above

16. Do you feel bored while shopping in Pantaloons?

Yes

No

17. Does Pantaloons has better appearance than other store?

Yes

No

18. Do you feel shopping at pantaloons is worth for money?

Strongly agree

Agree

Disagree

Strongly disagree

Cant say

19. Are you satisfied with the parking space in Pantaloons?

Very satisfied

Satisfied

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Dissatisfied

Very dissatisfied

Can’t say

20. How do you know about discounts and offers in pantaloons?

Email

SMS

Hoardings

Others