A

PROJECT REPORT
ON
“CUSTOMER SATISFACTION”

For

“PANTALOONS FASHION AND RETAIL LTD.”

Submitted to
ATMIYA Institute of Technology & Science

IN PARTIAL FULFILLMENT OF THE

REQUIREMENT OF THE AWARD FOR THE DEGREE OF
MASTER OF BUSINESS ADMINISTRATION

Under
Gujarat Technological University
UNDER THE GUIDANCE OF

Faculty Guide Company Guide

Asst. Prof.Ishita Mehta Mr. MayurGhumnani (HR
MANAGER)

Submitted by
PRASHANT G. GONDALIYA
Enrollment No:-178240592503
M.B.A – SEMESTER III

ATMIYA Institute of Technology & Science

M.B.A PROGRAMME
Affiliated to Gujarat Technological University Ahmedabad
July 2018
COMPANY INTERNSHIP CERTIFICATE

I
COLLEGE CERTIFICATE

II
 PREFACE

Now a day with the rapid growth of technology world becomes smaller day by day... and to
stand with this world it is necessary to have a practical knowledge of any subject instead of
any theory.

Practical knowledge is important in everywhere, like a person can‘t learn driving by reading
thousands of books on it. There should be a practical driving knowledge. Similarly
management student would not able to learn management without going in real business
field. Then he/she can know about the business problem as well as market situation, only
theoretical knowledge is not the sing of management training practical knowledge also hold
an equal importance.

Summer internship is a part of complete management study and carrying out such a project
work is required by the examination and evaluation department of different universities
necessary at their partial fulfillment of their MBA.

I am fortunate enough to get at opportunity to work and get training at “PANTALOONS

RETAIL FASHION& RETAILLTD.” Wherein I have worked in various departments and
have got insights for the same.

III
 ACKNOWLEDGEMENT

It is a moment of pleasure to present this project report undertaken by me as the

fulfillment of our summer training for our course of Master of Business Administration.
Having completed this project, I realized the importance of the people who have been a lot
support to me.

Every study requires a guidance of someone who is working in that field. Firstly I
would like to thank the company Guide(MayurGhunani )and Dr. NISHANT DHRUV
(HOD, MBA Department) for giving me opportunity to do my Summer Training at
“PANTALOONS FASHION& RETAIL LTD.”

I would like to express my deepest gratitude to “PANTALOON FASHION & RETAIL

LTD.” Rajkot, for providing me with an opportunity of hard–core marketing. I am thankful to
the Chief executive officer at “PANTALOONS FASHION AND RETAIL LTD.”

I am extremely grateful to my guide Prof. ISHITA MEHTA, to lead me and solving

my problems throughout the Summer Internship Program and also to all faculties of MBA
Department, AITS.

I am also thanking very much to my parents, dear friends, readers and all those- who
have supported motivated me to work hard and gave me an opportunity to prove myself
throughout Summer Training.

IV
 DECLARATION

I,PRASHANT G. GONDALIYA, hereby declare that the report for “Summer Training
Project” entitle “A STUDY ON CUSTOMER SATISFACTION AT PANTALOONS
FASHION &RETAIL LTD” is a result of my own work and my indebtedness to other
work publications, references, if any, have been dulyacknowledged.

Place: Rajkot (Signature)

Date: 22/07/2018 (Prashant Gondaliya)

V
 Executive Summary

I have been assigned a task as a project related to customer satisfaction at pantaloons.

The project title is “A STUDY ON CUSTOMER SATISFACTION AT PANTALOONS
FASHION & RETAIL LTD.”, RAJKOT.

This project report gives insights and highlights about the reason behind customers
choosing and purchasing apparels and various other accessories at Pantaloons, Rajkot.
Pantaloons offer the deep insights to the industry and as retail brand is one of the fastest
growing player in the Indian industry.

For the completion of these project a survey was conducted a structured questionnaire
was prepared and sample size of 100was taken. Among them who were interviewed was
housewives professionals and even students. Though the sample size taken was small but it
was varied to overcome all the odds. To measure the response of the respondent on suitable
scale in order to analyze them and interpret it a structured questionnaire was prepared. This
was primary data collection and secondary data collection was done through company’s
website.

Through survey a light was thrown on many factors that influence customer satisfaction
such as sales promotion, ambiance of the store, discount offers, Display etc. and reason for
choosing “PANTALOONS RETAIL” became visible.

VI
 TABLE OF CONTENTS
Sr. No. Particulars Page No.
Preface
Acknowledgement
Declaration
Executive Summary

1.0 Part – 1 Industry Information 1

1.1 About the Industry 2
1.2 Indian Market 3
1.3 World Market 4
1.4 Growth of the Industry 5

2.0 Part – II Organization Information 6

2.1 About Organization 7
2.2 Organization Structure 14
Introduction to Functional Department
Finance
2.3 Marketing 16
HR
Production
2.4 SWOT Analysis 20

3.0 Part – III – Primary Study 22

3.1 Introduction of the study 23
3.2 Literature Review 24
3.3 Problem Statement 30
3.4 Research Objective 31

4.0 Research Methodology 32

4.1 Research Design 33
4.2 Source/s of Data 34
4.3 Data Collection Method 34
4.4 Population 36
4.5 Data Collection Instrument 36
4.6 Sampling Method 36
4.7 Data Analysis & Interpretation 37
5.0 Findings 61
5.1 Suggestion 62
5.2 Conclusion 63

VII
5.3 Limitation of the Study 64

6.0 References / Bibliography (APA Style) 65

Annexure 66

VIII
 1.0Part – I
Industry
Information

1
 1.1OVERVIEW OF RETAIL INDUSTRY

Retailing is one of the largest and fastest growing industries. It accounts for 10% of the
country’s GDP and 8% of the employment. Retailing is a French word means “TO CUT” and
is a business where in the product or service is marketed and efforts are made by the retailer
in order to satisfy its final consumers.

Retail INDUSTRY

Unorganised
organised Sector(7%)
Sector(93%)

MAJOR SEGMENTS

 FOOD  FASHION
 CONSUMER  FASHION ACCESSORIES
DURABLES  FURNITURE
 LEISURE &  TELECOM
ENTERTAINMENT  BOOKS & MUSIC
 HEALTH & BEAUTY
& PHARMA
Organized retailing includes the activities of trading wherein it involves licensed retailers
who are registered for income and sales tax. These include departmental store, Hypermarket,
Supermarket, Retail Chain and also privately owned large business.

On the other Hand unorganized retail refers to the low cost retailing which includes General
store, Kirana Shop, hand cart, pavement Vendors and convenience store which consist of
traditional format.

2
 1.2RETAILING IN INDIA

The Indian Retail Industry is the fifth largest in the world comprising of organizing and
unorganized sectors, India retail industry is one of the fastest growing industry in India,
especially for last few years. Though initially, the retail industry in India was almost
unorganized, however with change of taste and preference of the customers, the industry is
getting more popular of these days and getting organized as well. With growing market
demand, the industry is expected to grow to a pace of 20- 30% annually. The India retail
industry was expected to grow from 35000 Crore in 2004-05 to 109000 Crore in 2010.

According to the 8th Annual GLOBAL RETAIL DEVELOPMENT INDEX (GRDI),

India retail industry is most promising emerging market for investment. In 2007 the retail
trade in India had a share of 8-10% in the gross domestic product of the country. In 2009 it
rose to 12%. It is expected to reach by 22% in 2010-11.

According to the Report by NORTH BRIDGE per capita the Indian Retail industry is
expected to grow to US$ 700 billion by 2010-11. By the same time the organized retail sector
will be 20% of the total market share. It can be mentioned here that, the share of the
organized retail sector in 2007was 7.55 of the total retail market.

As democratic country with the high growth rates consumer spending has risen sharply
and there is significant increase in the disposable income of the people. Consumer spending
rose by 75% in the last 7 to 8 years. Organized Retail accounts for 5% of the market, is
expected to grow at a CAGR of 40% from US$ 20 billion in 2007 to US$ 107 billion by
2013.

The Indian Retail market is highly competitive and major players such as Wal-Mart,
Tesco entering the industry is set to grow even further. It is thus important to see how well
which players in the organized retail industry manages to pull consumers in their stores
especially in the retail more focus is on repeated sales and sustaining the customers for long

3
time.

1.3GLOBAL SCENARIO OF RETAIL INDUSTRY

Retailing is the largest industry globally and is second largest in the United States both in the
number of establishment and in the number of employees. Retailing is the activity which
involves selling of goods directly to the consumer and act as an intermediary between the
producer and the customer. It has played a major role in increasing the productivity and its
best impact is seen on countries such as USA, U.K Mexico, China etc. retailing is the biggest
industry with the sale of 7.2 trillion and it employs more than 22 Americans. Retail generated
a shareholders return of 18%.

Top retailers worldwide are:

Retailer Home Country
Wal-Mart stores U.S.A
Carrefour group France
The Kroger Co. U. S.A
The Home Depot. Inc. U. S.A
Metro Germany

Wal-Mart is the largest player in the retail industry and is the world’s largest employer with
one million associates. Wal-Mart has become the successful retail brand due to its ability to
create market dominance, leverage Size market clout. Wal-Mart displaced Oil Giant Exxon
Mobil as the world’s largest company when it posted in sales for the fiscal year 2001.

According to the Global retail development Index international retailers are now mere adept
to the tackling the individual challenges, which require different strategies to be successful.
There has been huge transformation in the retail industry as the retailers have gained
understanding about the market struggle with shifting changes in economic and political

4
trends.
1.4GROWTH OF RETAIL INDUSTRY

Retail industry in India is one of the fastest growing industry which accounts for 10%
of country’s GDP and 8% of the workforce. There has been drastic change in the tastes and
preferences and buying behavior of the consumers. The retail sector is undertaking fast paced
revolution there has been changes in the format of the retail industry. New formats are
developed such as convenience stores super market, hyper market and have made their way
in the market. In India, major chunk of the untapped retail market is attracted by all giant
firms across the globe.

With the advancement of technology the scope the retail industry has widened attracting
investors across the globe and has high growth potential. There has been remarkable
development in the last decade and has been rapid evolution of the online retail sector. The
online retail is expected to be reaching US$ 70 billion by 2020.

According to the latest update of December 2017:-

 India has high market potential, Moderate political and low Economic risk as it has
occupied a remarkable position in the global retail Index

 According to the study of the Boston Consulting group India is expected to become
world’s third largest consumer economy by reaching US$400 billion in consumption
by 2025

 As the purchasing power of middleclass people increased there was increase in their
disposable income and due that customers spending increased and India was ranked
First in the Global retail Development Index 2017

 With the GST taking its shape, it has helped the retailers simplify its tax structure.
These will lead to better cash flow, profitability, supply chain structure and pricing.

5
2.0Part – II

Organization
Information

6
 2.1HISTORY OF ADITYA BIRLA GROUP

Aditya Birla Group (Aditya Birla is an Indian Based multinational conglomerate

company. Aditya Birla consists of four main companies and they all are operating in
Industrial sector through its joint Ventures and subsidiary company, namely Aditya Birla
Nuvo Ltd, Hindalco Industries Ltd, Ultra tech Cement Ltd, Idea Cellular Ltd. Etc. It is
offering services to various sector such as Non-ferrous metal, Cement, carbon Black,
Chemicals, wind Power, Insulators, mining, agribusiness, Ferro Chemicals, branded apparel,
Viscose Filament Yarn, staple Viscose Fibre. In addition to that Group is also engaged in
offering Services to various sectors such as telecommunication, information technology,
retail and trading solutions financial services and BPO. The company is led by Kumar
Mangalam Birla, sons of Aditya Birla. The company is headquartered in Mumbai, India. It
is operating in 27 countries across the world.

Additional information:
PARTICULARS INFORMATION

Type of Company Public Company

Incorporated 1870

Employees 72000

Sales(2005) $5.79 billion

Stock Exchange India

Ticker Symbol BIR

7
 ADITYA BIRLA TAKEOVER PANTALOON

Kishore Biyani-led Future Group said Aditya Birla Nuvo Ltd infused Rs 1,600 crore into
its flagship 'Pantaloons' and acquired a majority stake in the store chain, which will later be
demerged to be listed as a separate entity.

The group's flagship firm, Pantaloons Retail India Ltd (PRIL) currently operates the
'Pantaloons' chain of fashion apparel and accessories stores.

As a part of the deal between the two companies, the Pantaloons format will bedemerged
from PRIL, a listed entity on the BSE and National Stock Exchange.

"The demerged entity, subject to necessary and statutory approvals, will invite an investment
from Aditya Birla Nuvo Ltd (ABNL)," PRIL said in a statement.

ABNL will subscribe to debentures amounting to Rs 800 crore issued by PRIL and on
completion of the demerger process, the debentures will convert into equity in the demerged
entity of the Pantaloons format.

The proposed transaction is likely to be completed within eight to 10 months, subject to the
finalisation of the Scheme of Arrangement, due diligence and statutory and other requisite
approvals, the statement added.

Launched in 1997, the Pantaloons format is spread in 35 cities with 72 stores and21
factory outlets covering total retail space of over 2 million square feet.

Future Group continues to operate a number of retail chains including Pantaloons, Central,
Big Bazaar, Food Bazaar, Home Town and eZone and also has allied businesses in consumer
finance, life and non-life insurance, logistics infrastructure and supply chain and brand
development.

8
 HISTORY

The company was

incorporated as Peter England
Fashions and retail Ltd on
April 19 2007and obtained the
certificate of commencement
of business on May 14 2007.
The Name of the company was
changed to “PANTALOONS
FASHION AND RETAIL LTD” on 23 APRIL 2013.Headquartered in Mumbai, the company
has over 1,000 stores across 73 cities in India and employs over 35,000 people, and as of
2010, it was the country's largest listed retailer by market capitalization and revenue.

Pantaloons Fashion and Retail Limited, is a large Indian retailer, was a part of the Future
Group (now a part of ADITYA Birla), and operates in multiple retail formats in both, value
and lifestyle, segments of the Indian consumer market.

The Company's Products are being marketed under the brand name "PANTALOON" and
"BARE NECESSITIES" through a network of over 300 dealers spanning the Metro and Class
l cities in the country.

The Company is promoted by Shri Kishore Biyani, friends and associates.

 1992 - The Company has successfully launched the "Pantaloons" Trousers, Shirts,
Denims, Sleep Suits and other ready-made garments.

 1997 - The Company has launched women's wear, children's wear and household
products in the last few months.

9
 2001 - Retail major Pantaloons has forged an alliance with Arvind Mills for the
supply of fabric and apparel for its in-house brands.

 2012 - Kishore Biyani’s Pantaloons Retail to be re-named as ‘Future Retail India Ltd’
post demerger.

 With the chain of 71 fashion store in 35 cities and towns, pantaloons is constantly
extending its footprints into the rest of the modern India.

COMPANY PROFILE

“PANTALOONS FASHION
NAME &RETAIL LTD.”
Address Bharat Iskon Mall, Plot no 64,TP
SchemeNo.3,150 Ft ring Road,Off,
OppParijat party plot,Kalawad
Road,RAJKOT
Headquarters Mumbai

Phone No: 0281-2332974

Size of the Organization Large scale

Working Hours 8

Product Different type of Clothing Brand

Slogan In Love With Life

In Love With Fashion

Logo

10
TEXTILE BRANDS OF ADITYA BIRLA

11
 BRANDS OFFERED BY PANTALOONS

The women’s section houses the private labels — Bare Denim, Bare Leisure, Rig,
Annabelle, Honey, and Ajile — in western wear, as well as the choicest ethnic wear from
RangManch, Trishaa and Akriti. Popular brands like Lee Cooper, Biba and W are also
available.

The private labels for men in western wear include Lombard, Rig, Bare Denim,Bare
Leisure and JM Sport apart from trendy brands like Urbana, Scullers, JohnMiller, and
Indigo Nation. Akkriti provides a wide selection of ethnic wear.

Kids can choose from private labels like Bare Denim, Bare Leisure, Rig, or indulge in
exclusive brands like Lee Cooper Juniors, Chalk, Pink & Blue, and Sach in addition to
international brands like Barbie and Disney. For the ethnic look, they can opt for traditional
wear from Akkriti.

Pantaloons offer much more than just apparel. Customers can shop from an assortment of
watches from renowned international brands like Tommy Hilfiger, Esprit, Kenneth Cole,
Citizen, Timex, and Titan, among other brands.

Trendy sunglasses from Polaroid, Guess, Police, Scott, I Dee and Allen Solly are also
available. The accessories and beauty segments display an attractive collection of lady’s
handbags from Lavie, Caprese, Fiorelli and Fastrack. Also available are products from
colourcosmetic brands such as Bourjois, Chambor,Deborah, Faces, Revlon, Maybelline,
and Lakmé, as well as a wide collection of exotic fragrances.

12
13
 2.2ORGANIZATION STRUCTURE

CEO

AREA
MANAGER

CATAGORY

STORE
MANGER

ASSISTANT DEPARTMENT
DEPARTMENT
MANAGER MANAGER

CUSTOMER
TEAM FASHION
SERVICE ASSISTANT
CASHIER
MEMBER
DESK

14
 VISION, MISSION AND VALUES

 STATEMENT OF VISION:

To be the premium Global conglomerate with a very clear focus on each

 STATEMENT OF MISSION:

Delivering the Superior value to customers, employees, Shareholder, and society at large

 VALUES:

Integrity Honesty in every action

Commitment Deliver on the promise

Passion Energized action

Seamlessness Boundless in letter and spirit

Speed One step ahead always

15
 2.3ORGANIZATIONAL DEPARTMENTS

Buying
Department

Marketing Planning
Department Department

Finance Admin
Department Department

HR
Department

All the above departments work closely with each other to complete their task and
achievetheir individual goals. Each department is interdependent with each other. The
objective of these departments is to accomplish mission and vision of the company.

16
BUYING DEPARTMENT

Buying department has a discussion with the planning department and then they decide what
merchandise need to be stocked. In order to get the samples approved and range of
merchandise, attain Fashion events and forecast trend they work closely with design
department. They keep in touch with the suppliers, Vendors and also interact or have
discussion with the other departments like sourcing Finance marketing Human resource to get
advice that will help company in achieving their goals and targets by fulfilling Individual
Goals.

PLANNING DEPARTMENT:

Planning department is known as the backbone of the company as it the duty of planning
Department to control the inventory and coordinate with all the teams and have meetings on
regular basis and give instructions to all the teams like buying .these department is also
known as inventory Management and Distribution management department. These
departments makes plan, option Plan, allocation, monitors end of season sale, day wise sale,
monitors stock in the warehouse and store. They offer planning and do allocation of
merchandise according to the requirement of particular stock in particular store and also
recommend buyers in which style is hitting the shopping floors, Monitors sales, stock in
warehouse, and shop Floor.

OPERATION DEPARTMENT:

Operation department includes all those who work in the organization from top level
management to the bottom line workers who are engaged in loading and offloading of trucks
at retail distribution centers and manufacturing plants and they make sure that employees are
working effectively and smoothly and professionally so that business runs well.

17
ADMINISTRATION DEPARTMENT

The assistants within these departments are responsible for communicating with clients, staff
members on behalf of their employer and outside vendors. These departments are interrelated
to Human Resource Department. They greet customers Clients, answer the Phone, and take
messages and sets up meeting. overall we can say that they are managing and distributing
information within the office like greeting clients, employees, maintains files, record of
expenditure, Stationary printing, Housekeeping, etc.

MARKETING DEPARTMENT:

In these department there are three teams such as ATL( Above The Line), BTL(Below The
Line)and Loyalty .They Basically communicate the value of product to the Customers. In
ATL they are covering large Geographical area by advertising through Radio, TV, and
National newspapers and in BTL they are covering particular targeted area and by organizing
shows and events whereas in loyalty they are distributing cards and coupons to the customer
in order to check their loyalty and then start analyzing their need and offer discount to
customers and is one of the innovative and creative department generating new ideas.

FINANCE DEPARTMENT:

This department’s responsibility is to organize the financial and accounting affairs including
the presentation and preparation of appropriate accounts and the provision of financial
information for managers. The major role of finance department is to identify appropriate
financial information before or prior to the communicating it to the decision makers and
managers so that they can take informed decisions and judgments based on these data.

There are various types of payments being received by the Pantaloons at the time of sale and
they have tie up with certain wallets in order received payments. They are as

18
 Type of
Payment

-E- Gift Voucher -UBI card

-Cash
-Free Charge -American express card
-Cheque - Accord Coupon
- Mobikwik
-Gift card -Bajaj Finance
-Green Card
-Gift voucher Corporate

HR DEPARTMENT:

In pantaloons, HR is primarily concerned with how people are managed within the
organizations, focusing on policies and systems. Human resource department is responsible
for number of activities such as training and development of employees, Performance
appraisal, recruitment, and rewarding. Human resource assistant may process and regularly
update personnel, payroll and job applicant records. Human resource management is
designed to maximize employee performance in service of their strategic objectives. In
pantaloons the staff is also trained to understand the green card benefits to the customers so
that they can increase customers loyalty.

19
20
 2.4 SWOT ANALYSIS
 STRENGTH

 Pantaloons captures the large market share and is pioneering in the industry
 Pantaloons have good reputation in the market for value of money and have wide
range of products available all in one store.
 Pantaloons Fashion Retail Ltd is financially sound and can deal with any kind of
problem and can give competition to the rivals.

 WEAKNESS

 Pantaloons do not function internationally, which has an effect on success, as they do

not reach consumers in overseas markets.

 Since Pantaloons Retail India Ltd. Sell products across many sectors, it may not have
the flexibility of some of its more focused competitors.

 OPPORTUNITIES

 Opportunity exists for PRIL to continue with current strategy of large, super centers.

 Population of country is growing where the scope of market is kept on increasing for
retail store.

 THREATS

 Being number one means that you are the target of competition. (extra competition
and new competitors entering the market could unsteady Pantaloons Retail India)
 A slow economy or financial slowdown could have a major impact on Pantaloons
Retail India business and profits.

21
 3.0Part – III
Primary Study

22
 3.1INTRODUCTION TO THE STUDY

It is no longer enough to satisfy customer.You must delight them.”- PHILIP KOTLER

My project title is “ A STUDY OF CUSTOMER SATISFACTION AT PANTALOONS

FASHION & RETAIL LTD,RAJKOT.” involves studying the customers satisfaction within
the store, with the ambiance, with the brands and service provided by the Pantaloons and for
this it is necessary to understand to the needs of the customers and interact with them.

It is essential to understand the need of the customer’s and to serve them better and to do so,
management should try and understand the key factors which are affecting the customers in
making their buying decisions. Satisfied Customers are the assets of the business concerns
and Customer satisfaction is the key factor in the formation of the consumers future purchase
intentions. In order to gain loyalty of the customers and to make sure there are repeat
purchases it is necessary to satisfy and facilitate customers with the value of the product.

The best way to find out the level of satisfaction of customers is to do survey on consumer
using a questionnaire through which management can get the idea about the changes that
customers want and can identify opportunities and monitor impact of the key factors. A
satisfied customer will give their favorable responses and positive experience to the other
persons and a dissatisfied customer will exaggerate about the negative experience. So the
retailer must try to satisfy and delight them with the service which enhances differentiation.

23
 3.2LITERATURE REVIEW

TITLE:-

CAPTURING RELATIVE IMPORTANCE OF CUSTOMER SATISFACTION

DRIVERS USING BAYESIAN DOMINANCE HIERARCHY.
AUTHOR:- DUVERGER, P, & WANG, X(2018).

ABSTRACT:-

Customer satisfaction traditionally focuses on large data sets collected over long periods of
time across several business units. Business Unit managers or property managers a have a
different focus in that they need to address dissatisfaction issues on monthly basis on property
basis. In search of zero defects they are confined to small sample lacking power where they
cannot draw the relative importance of each variable responsible for making the overall
perceived quality in the customer’s base. We propose to use Bayesian approach to estimate
the relative importance of predictors in the presence of small samples. Based on 12
consecutive months of customer satisfaction survey data collected in hotel, we show how the
hotel manager can easily prioritize his or quality management action plan on a monthly basis.
The result of our study complement the current customer satisfaction research methods while
managing limited resources.

TITLE: -

DYNAMIC EFFECT OF CUSTOMER EXPERIENCE LEVELS ON DURABLE

PRODUCTS SATISFACTION.PRICE AND POPULARITY MODERATION.
AUTHOR: - WAN, J. N, DU J., CHIU, Y. L., & LI, J. (2018)

24
ABSTRACT:

We investigate the dynamic effects of customer experience levels on satisfaction in China’s

Automobile Industry. Based on Large Scale Sample of 657,300 online reviews, these
empirical studies found three meaningful Findings. First, Higher customer experience is
associated with a decrease in customer satisfaction. Second, with low- priced cars,
satisfaction is higher for high- priced cars and it declines at a slower rate. Third, satisfaction
with popular cars, which is often lower than unpopular cars, declines at a faster (slower) rate
than satisfaction with unpopular car when they are High- Priced (low- Priced). Therefore,
both price and popularity have important moderating effects on the relationship between
satisfaction and customer experience level. We discuss the managerial implication of these
results, as well as avenues for future research.

TITLE:

TWO FACTOR MODEL OF CUSTOMER SATISFACTION: INTERNATIONAL

TOURISM RESEARCH.

AUTHOR: - PARK, S., LEE, T., & JUN, M. (2018)\

ABSTRACT:-

We applied theories of behavioral economics and conducted a field of research on 881

tourists from China visiting Seoul through guided tour programs. We randomly assigned
participants to study conditions based on theories of expectation, reciprocity, and peak- end
rule. At the end of the tour, participant evaluated various aspects related to tour satisfaction
and general impression of the city. A conformity factor analysis supported this variables can
be explained by two correlated factors. Identified as the current satisfaction factor and the
future behaviors Factor (FBF). The multiple indicator causes (MIMIC) model showed that
CSF was impacted by expectation and tour season, and FBF by expectation, tour Season, and
first visit. Our result suggest that providing additional information before each activity can
improve tourism satisfaction and non- manipulated variables such as tour season and first
visit can be incorporated to further enhance tourism satisfaction.

25
TITLE:

IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN

MALAYSIA AIRLINES: A PLS-SEM APPROACH

AUTHOR:- FAROOQ, M., S., SALAM, M., FAYOLLE, A. JAAFAR, N., & AYUPP,
K.(2018)

ABSTRACT:-

This study is aimed to assess the quality of service provided by Malaysia airlines and its
impact on overall customer satisfaction. This study employed a convenience sampling
method for collecting data and 460 respondents using a self- administered questionnaire,
designed of five dimensions of AIRQUAL scale. Moreover Variance based structural
equation modeling (PLS-SEM) was used for testing the proposed structural model. Finding of
this study revealed that all five dimensions of AIRQUAL scale i.e. airline tangible, terminal
tangible, personnel services; empathy and image have positive, direct and significant impact
on the customer’s satisfaction of Malaysia Airlines. This Study investigated the impact of
service quality dimensions on customer’s satisfaction in Malaysia Airlines. Due to limited
resources and time constraints these study involves respondents from Malaysia airlines only,
for that reason a comparative analysis of findings with other airlines was not possible,
therefore it is considered as limitation of the study. Moreover importance-performance map
was also performed for exploring the importance of various dimensions of service quality.
Findings indicate that airlines should focus on personal service and image for enhancing
customer satisfaction. It is expected that finding s of these study will help airlines to
understand the role of various dimensions of service quality for enhancing their customer
satisfaction.

Title:
A WITHIN- RESTAURANT ANALYSIS OF CHANGES IN CUSTOMER
SATISFACTION FOLLOWING THE INTRODUCTION OF SERVICE INCLUSIVE
PRICING OR AUTOMATIC SERVICE CHARGE.

26
AUTHOR: LYMN, M., & BREWSTER, Z .W. (2018)

Abstract:

Many U.S restaurants have recently adopted on tipping policies or are considering doing so
these study examines the effect of such moves’ away from tipping on restaurants online
customer ratings. The results indicate that
 Restaurants receive lower online customer ratings.
 Online Customer ratings decline when tipping is replaced with service charged than
when it is replaced with service-inclusive pricing, and
 Less expensive Restaurant experience greater declines in online customer ratings
when replacing tipping with either alternative than do more than ex [pensive
restaurant. These finding provide us from the argument for the retention od tipping
specially among lower and mid-tier restaurant.

TITLE:
BRAND LOYALTY WITH HOSPITALITY BRANDS: THE ROLE OF CUTOMERS
BRAND IDENTIFICATION, BRAND SATISFACTION AND BRAND
COMMITMENT

AUTHOR:RATHER, R, & SHARMA, J. (2018)

Hotel Operator struggle to satisfy the wants of their customers and subsequently retain them
by attempting to know the factors could build up a strong brand relationship and loyal
customer base. Over the recent decade, Practitioners have engaged in making and
maintaining the future connections with the customers and regard brand loyalty as their main
goal in developing business and increasing the competition within the market. This study was
done in order to analyze and understand the four marketing perspectives such as customer
brand Identification, Brand satisfaction, Brand Commitment, Brand loyalty. For these survey
180 respondents of hospitality Brands. This paer incorporates the factors that regulate to
brand loyalty in marketing literature and provide strategies to hospitality manager for
increasing Brand loyal Customers.

27
TITLE:
AMODERATING ROLE OF GREEN PRACTICES ON THE REALRIONSHIP
BETWEEN SERVICE QUALULITYA ND CUSTOMER SATISAFCTION: CHINESE
HOTEL CONTEXT

AUTHOR: LEE, S., SUN, K,.A.,Wu, L., & Xiao, Q. (2018)

ABSTRACT:

The purpose of the current study is to investigate the existence of a moderating effect of a
green initiative on the relationship between the service quality and customers satisfaction in
the Chinese hotel Context. The study a 2 *2 between subjects experimental design using
Scenarios. Four Scenarios provide a mixed combination or low case for a hotel green
Participation, and good or poor cases for service quality. The study uses the survey method to
collect data from the Chinese Guest. It finds the main effects of service quality on customers
satisfaction and significant moderating role for green initiatives on the relationship between
service quality and customer satisfaction, but increasingly found and opposite direction of the
moderating role to be hypothesized. The study results also reveal on insignificant main effect
of green initiative on customers satisfaction.

TITLE:
SERVICE QUALITY, CUSTOMER SATISFACTION AND LOYALTY IN
HOSPITALS. THINKING FOR FURTURE

AUTHOR:MEESALA, A., & PAUL,J. (2018)

In developing countries health care industry has recorded the significant growth rate in the
current years. This study identifies the most critical factors in hospitals related to service
quality that will ensure survival and success in future. This study was conducted using the
data from the consumers who received services from 40 different private hospitals in
Hyderabad, India. Tangibility, reliability, responsiveness, assurance and empathy (service
quality dimensions). We found that reliability and responsiveness (not empathy, tangibility
and assurance) impacts patience satisfaction. Patients Satisfaction is directly related to

28
patients loyalty to the hospital. Marital status and age have not impact on the regression
weights of the variables analyzed; however, it was found that to some extent gender goes.

TITLE:
CUSTOMERS SATISFACTION TOWARDS ORGANISED RETAIL OUTLET IN
ERODE CITY

AUTHOR:U. DINESHKUMAR, P. VIKRAMMAN

ABSTRACT:

In the consumers future purchase intentions customers’ satisfaction plays an important role
and is an important factor. In main aim of this paper is to identify the attitude and behavior of
the customers who are purchasing in the organized retail outlets in the Erode City of Tamil
Nadu state in India. Satisfied Customers are likely to tell other of their favorable responses
and those who are not satisfied are likely to give negative responses. For the survey 200
questionnaire have been randomly distributed to retail customers. For these study chi-squre
test, correlation has been performed and the data is analyzed.

29
 3.3PROBLEM STATEMENT

A research problem in general refers to some problem difficulty which a researcher

experiences in context of either a theoretical or practical situation and wants to find the
solution for the same.

In these Era of competition and advancement in the technology the retail sector is growing at
a fast pace. Every company or firm are trying to provide their customers with best services.
For these purpose I am preparing a research report on “A STUDY OF CUSTOMER
SATISFACTION AT PANTALOONS FASHION & RETAIL LTD., RAJKOT”.

This report helps the Pantaloons store to know about the customer’s opinion towards the
product quality, customer’s behavior for purchasing the product.

The various problems of the survey are:-

 to find out whether the customer are satisfied or not

 To find their level of satisfaction

 To find out what they feel about the services at Pantaloons

30
 3.4RESEARCH OBJECTIVE

The objectives of the study are:

 To know about the consumers purchase intentions towards the product.

 To know which factors influences them to make their buying decisions.

 To get insights about the customers regarding their attitude about the brands available
at pantaloons.

 To know about their level with the product quality, variety and services at Pantaloons.

31
 4.0RESEARCH METHODOLOGY

INTRODUCTION

Research methodology is a way to systematically solve the research problem. It may

be understood as a science of studying how research is done scientifically. In it we study the
various steps that are generally adopted by a researcher in studying his research problem
along with the logic behind them. It is necessary for the researcher to know not only the
research methods/techniques but also the methodology. Researchers not only need to know
how to develop certain indices or tests, how to calculate the mean, the mode, the median or
the standard deviation or chi-square, how to apply particular research techniques, but they
also need to know which of these methods or techniques, are relevant and which are not, and
what would they mean and indicate and why. Researchers also need to understand the
assumptions underlying various techniques and they need to know the criteria by which they
can decide that certain techniques and procedures will be applicable to certain problems and
others will not. All this means that it is necessary for the researcher to design his
methodology for his problem as the same may differ from problem to problem.

From what has been stated above, we can say that research methodology has many
dimensions and research methods do constitute a part of the research methodology. The scope
of research methodology is wider than that of research methods. Thus, when we talk of
research methodology we not only talk of the research methods but also consider the logic
behind the methods we use in the context of our research study and explain why we are using
a particular method or technique and why we are not using others so that research results are
capable of being evaluated either by the researcher himself or by others. Why a research
study has been undertaken, how the research problem has been defined, in what way and why
the hypothesis has been formulated, what data have been collected and what particular
method has been adopted, why particular technique of analysing data has been used and a
host of similar other questions are usually answered when we talk of research methodology
concerning a research problem or study.

32
 4.1RESEARCH DESIGN

A research design is conceptual framework within which research is conducted; it constitutes

the blue print for the collection, analysis and measurement.

Decision regarding what where how much and by what means concerning an inquiry
constitutes a research design.

“A research design is the arrangement of condition for collection and analysis of data in a
manner that aims to research purpose in the economy in procedure”

There are three types of researches:

Research
Designs

Exploratory Desciptive casual

For my Project Report DESCRIPTIVE STUDY is desirable as to find out customers

satisfaction at the store I have tried to ask WHO WHRE WHEN AND WHAT kind of
questions to the customers and tried to find out the attributes that affected them while making
their purchase decisions.

33
 4.2DATA SOURCES

There are mainly two types of sources of data collection:-

1. PRIMARY DATA:

Primary data is the one which is collected by the investigator himself for the purpose
of a specific inquiry or study.

METHODS OF PRIMARY DATA COLLECTION:

1. Observation method.

2. Survey method
- Interview method
- Questionnaire method
- Schedules

3. Other method
- Distributor or store audits
- Mechanical techniques
- Depth interview

2. SECONDARY DATA:-

Secondary data are those data which have been already collected and analyzed by
some earlier agency for its own use; and later the same data are used by different
agency.

34
METHODS OF SECONDARY DATA COLLECTION:

1. Internal secondary data.

- Sales analysis
- Invoice analysis
- Accounting records
2. External secondary data
- Libraries
- Literature
- Periodicals
- Census & registration

RESEARCH PLAN

Research Type:- Descriptive

Data collection method Primary

Research approach Survey Method

Research Instrument STRUCTURED QUESTIONNAIRE

Type of question Closed ended

Contact Method Personal

35
 SAMPLING DESIGN

Sampling Design is one of the most important aspect where the design must be appropriate in
order to get the desired results. There are various methods of sampling which are as follows:

TYPES OF SAMPLING:-

 Simple random Sampling

 Stratified sampling
 Systematic Sampling Quota Sampling
 Custer Sampling
 Area Sampling
 Convenience Sampling
 Multi Stage Sampling

For These Research Project Sample Design Is:

 POPULATION:- CUSTOMERS AT PANTALOONS STORE

 SAMPLING UNIT:- INDIVIDUAL
 SAMPLE SIZE:- 100 CUSTOMERS
 TYPE OF SAMPLING:- RANDOM SAPLING METHOD-
CONVENIENCE SAMPLING.
 SAMPLE SURVEY AREA:- RAJKOT CITY.

36
 4.7DATA
INTERPRTATION
AND
ANALYSIS

37
 DATA ANALYSIS

Data analysis is an on-going throughout the entire Research project.

Analysis is the very first interaction between the researcher and Participant, this is very much
important perspective given the interpretive nature of the analysis and the emergent nature of
Qualitative Research design.

There are many types of data analysis:

Some of them are basic in nature such as:-

 DESCRIPTIVE DATA ANALYSIS

 EXPLORATORY DATA ANALYSIS

 INFERENTIAL DATA ANALYSIS

 PREDICTIVE DATA ANALYSIS

 CAUSAL DATA ANALYSIS

 GRAPHICAL DATA ANALYSIS

For The Research At Pantaloons Fashion & Retail Ltd. Rajkot I Used Graphical
Data Analysis Technic.

38
 1. Gender:-

Particulars No. of Respondents

Male 45

Female 55

Gender

45% Male
55% Female

INTERPRETATION:

From the above data we can say that female Customers visiting pantaloons is 55% and male
Customers visiting pantaloons is 45%

39
 2. Age :-

Particulars No. of Respondents

15-21 27
22-26 45
27-34 20
35-45 7
45& Above 1

Age
1%
7%
27%
20% 15-21
22-26
27-34
35-45
45& Above

45%

INTERPRETATION:

From the above data we can say that 45% of the customers visiting Pantaloons are22-26 years
old which means they are young age people interested in availing products giving more
discounts and offers, followed by 27% customers are 15-21 years old, 20% are 27-34years,
7% are 35-45 years, 1% are 45 years and above

40
 3. Occupation:-

Particulars No. of Respondents

Housewife 08
Salaried person 28
Businessman 20
Student 41
Other 03

Occupation

3% 8%

Housewife

41% 28% Salaried person

Businessman
Student
other

20%

INTERPRETATION:

From the above data we can say that 41% are students, 28% people are salaried persons, 20%
Businessman, 8% housewife,3% others

41
 4. Are you aware of the pantaloons Brand?

Particulars Respondents
Yes 97
No 03

Awarness about the Brand

3%

Yes
No

97%

INTERPRETATION:

From the above chart we can say that most of the Customers visiting pantaloons are aware
about the pantaloons brands and products i.e. 97% customers are aware about the brand at
pantaloons.

42
 5. Which brand do you prefer while shopping at Pantaloons?
No.of No.of
Particulars respondents Particulars respondents

Honey 22 Urban ranger 01

Ajile 06 Rig 02
Trishaa 04 Forever glam 01
Rangmanch 05 Annable 04
Akriti 12 Indus route 00
Altomoda 01 spiritus 04
Bare Denim 12 Chalk 01
SF 14 Poppers 01
Dreams 02 Chipi pi 00
Richard parker 08

Preffered Brand
Honey
0%
1%
1%
4%
0%
4%
1%
2% 22%
1% Ajile
8% Trishaa
2% 6%
14% 5% 4% Rangmanch
Akriti
12% 12%
1% Altomoda

INTERPRETATION:

The most preferredbrand by customers at pantaloons is Honey i.e 22% followed by Akriti&
bare Denim i.e12%, SF is 14%, and so

43
 6. Through which media do you get awareness about End of Season
sale(EOSS)?

Particulars No. of Respondents

Newspaper 10
Hoardings 09
Friends & relatives 32
Calling 17
SMS 32

Source of Awarness

10%
32% 9% Newspaper
Hoardings
Friends & relatives
Callings
32% SMS
17%

INTERPRETATION

From the above depicted Chart we can see that the major source of awareness for customers
at pantaloons is Friends and relatives and SMS service provided by the pantaloons i.e. 32%
so it should try and focus more on it by sending timely messages to the Customers, followed
by 17% by Callings, 10% by hoardings and so on..

44
 7. What comes to your mind when you mean about Pantaloons?

PARTICULARS NO. OF RESPONDENTS

Product quality 50
Store Appearance and atmosphere 05
Discounts & Offers 38
Price and terms of Payment 05
Other 2

Customers Perception

5%2% Product quality

Store Appearance and

atmosphere
Discounts & Offers
38% 50%
Price and terms of
Payment
Other

5%

INTERPRETATION:

From the above chart it is clear that most of the customer are quality conscious so Pantaloons
should focus more on quality. It is clear from the chart that 50% of the respondents chose
quality out of the 100 respondents, whereas 32% think about discounts and offers, 5% are
interested in Price and terms of payment

45
 8. How frequently you shop at Pantaloons?

PARTICULARS NO. OF RESPONDENTS

Every week 05
Once in Two week 18
Once in three week 08
Once in a Month 69

Frequency of Visiting

5%
18%
Every week
Once in Two week
8% Once in three week
Once in a Month
69%

INTERPRETATION:

The above Pie- chart indicates that most the Customers visiting pantaloons is once a month
i.e. 69%, 18% Visits once in two weeks which is favourable for the business, 8% visits once
in three weeks, and 5% visits every week.

46
 9. Which section you like the most with respect to quality, price and
variety?

PARTICULARS NO. OF RESPONDENTS

Women’s 51
Men’s 41
Kids 08
Accessories 0

Section Mostly visted

8%0%

Women’s
Men’s
51% Kids
41%
Accessories

INTERPRETATION:

From the gender interpretation we came to know that 55% customers visiting Pantaloons are
females therefore form the above data is clear that the most preferred section is women’s i.e
51%, Followed by Men’s, Kids and accessories.

47
 10.Brand and Product availability at Pantaloons Is?

PARTICULARS NO. OF RESPONDENTS

Excellent 41
Good 46
Average 10
Poor 03

Brand & Product Availability

3%
10%

Excellent
41% Good
Average
Poor

46%

INTERPRETATION:

From the above pie chart it is clear that Brand and product availability at Pantaloons is up to
the mark. As out of 100 respondents 41 of them liked the excellent option and 46 of them
viewed it as good. It means the brand and Product availability at Pantaloons is good,
Qualitative and doing good Job.

48
 11.Are you satisfied with the service facility provided by the Service
Staff?

PARTICULARS NO. OF RESPONDENTS

Highly satisfied 29

Satisfied 62

Dissatisfied 05

Highly Dissatisfied 00

Neutral 04

Service Staff Facility

4%
5%0%

29% Highly satisfied

Satisfied
Dissatisfied
Highly Dissatisfied
Neutral

62%

INTERPRETATION:

From the depicted Chart it is clear that Service provided by Staff members is good, they are
performing their Duties well as 62% of the customers are satisfied with the Service Staff
facility and 29% of the Respondents are highly satisfied.

49
 12.How do you find Pantaloons brand compared to other Competitor?

PARTICULARS NO. OF RESPONDENTS

Excellent 28
Good 59
Average 12
Poor 00
Very Poor 01

Brand Compared To Competitors

1%
0%
12%
28%
Excellent
Good
Average
Poor
Very Poor

59%

INTERPRETATION:

As the availability of the Brand and product at pantaloons is up to mark and Qualitative,
Customers find the brand Qualitative, and good as compared to Competitors as 59
respondents out of 100 have liked Good option, and 28 % respondent viewed it as excellent.

50
 13.How was your Buying experience?

PARTICULARS NO. OF RESPONDENTS

Excellent 29
Good 63
Average 08
Poor 00
Very Poor 00

Buying Experience

8% 0%

29%
Excellent
Good
Average
Poor
Very Poor

63%

INTERPRETATION:

The overall Buying experience of the Customers outranks the Product and Price. Here these
chart clearly shows that 63 respondents out of 100 had good buying experience which means
they are satisfied with the service facility, Quality and Prices of the Product, followed by
29% Viewed it as excellent.

51
 14.Would you like to visit Pantaloons again?

PARTICULARS RESPONDENTS
Yes 100
No 00

Visit to Pantaloon

0%

Yes
No

100%

INTERPRETATION:

From the above Diagram it is clear that 100% of the respondents are Ready to visit again
which means the respondents are ready for repeat purchase as they find the Quality of the
product is good, the service facility provided by Staff members is up to the mark and prices
are also Reasonable.

52
 15.What kind of Change do you expect in which of the below given you
expect to change?

PARTICULARS NO. OF RESPONDENTS

Quality 34
Green card 23
Staff service 17
other 26

Expected Changes

26%
34% Quality
Green card
Staff service
other
17%

23%

INTERPRETATION:

From the above data it is Clear that 23% respondents expects change in green card facility
and 17 respondents expects change in the Service staff facility.

53
 16.What kind of Service does Pantaloons provide compare to
competitors?

PARTICULARS NO. OF RESPONDENTS

Excellent 35
Good 53
Average 10
Poor 01
Very Poor 01

Service Comparision

1%
1%
10%
Excellent
35% Good
Average
Poor
Very Poor
53%

INTERPRETATION:

From the above data we can interpret that the provided by staff members at customer desk
service, billing counter, or other services provided are good in Comparison to other
Competitors as 53% of the Respondents have Marked it Good which means they are satisfied
with service Provided at Pantaloons.

54
 17. Are you satisfied with pantaloons service department (exchange, alteration,
credit Note?)

PARTICULARS NO. OF RESPONDENTS

Excellent 40
Good 52
Average 07
Poor 01
Very Poor 00

Service Department

0%
7%1%

Excellent
40% Good
Average
Poor
Very Poor
52%

INTERPRETATION:

From the above data awe can say that 52 Respondents out of 100 are satisfied with service
department as they marked it good, 40% of them find it excellent which means the service of
exchange, alteration are satisfactory.

55
 18.How much on average do you spend on Shopping at Pantaloons?

PARTICULARS NO. OF RESPONDENTS

0-5000 50
5000-15000 40
15000-25000 0
25000 & More 3

Average Spending

3%
0%

0-5000
5000-15000
43% 15000-25000
54% 25000 & More

INTERPRETATION:

Consumer spending is important component as it affects the sales and profit of the firm.
From the above pie Chart it is clear that it is clear that the 54% of the Respondents spends on
average between 0-5000 and 43% of them spend between 1500- 25000, 3% of the
Respondents spend more than Rs. 25000

56
 19.Does the Price of the product effect on your shopping?

PARTICULARS NO. OF RESPONDENTS

yes 69
No 16
Partially yes 15

Price Of The Product

15%

yes
16% No
Partially yes

69%

INTERPRETATION:

From the above pie Chart we can say that 69% of the respondents are affected by the Price so
pantaloons should focus on Price and provide a product with the Price that is reasonable to
the customers as they are Price sensitive, 15% of them say partially yes.

57
STATISTICAL
ANALYSIS

58
  CHI-SQUARE TEST:

Karl Pearson has developed the method of Chi- square test in order to test the difference
between the actual frequency and expected frequency. Chi square can be used to test the
goodness of the data, it can be done on one variable or it can be used to study the relationship
or find the significance difference or its impact of one variable on the other.

Chi – Square test(X2) = (O – E)2/ E

Degree of freedom = V = 4 - 1
=3

Where, O = Observed frequency

E = Expected frequency
R = Number of rows
C = Number of columns

For all the chi-square test table value has taken @ 5% level of significance.

HYPOTHESIS:

CHI-SQUARE TEST IS CONDUCTED.

Ho (Null): there is no significance difference on customers satisfaction due to

Brand and Product availability at Pantaloons

H1 (Alternate): There is significance difference on customers satisfaction due

to Brand and Product availability at Pantaloons

59
 HYPOTHESIS TABLE

Brand and Fo Fe(100/4) (Fo- Fe) (Fo-Fe)2 (Fo –

Product n = 25 Fe)2/Fe
availability
Excellent 41 25 16 256 10.24
Good 46 25 21 625 25.00
Average 10 25 -15 225 15.00
Poor 03 25 -22 484 19.36
Total 100 69.6

So, Fcal. = 69.6 Ftab. =7.8147

DF = 4-1
=3
α= 0.05

Here, Fcal>Ftab

Therefore H0 (Null hypothesis) is rejected.

Therefore it can be said that = H1:Alternate Hypothesis is accepted.

Conclusion:
Thus we can say that there is Significance difference on Customers Satisfaction due to brand
and product availability at Pantaloons.

60
 5.0RESEARCH FINDINGS

The research findings of the study are:

 Most of the Customers visiting the Pantaloons Fashion & Retail Ltd. are females and
the most preferred Brand by the Customers is Honey.

 From the above interpretation I have found that the most preferred Section is
women’s i.e.51% and 61% of the customers visit pantaloons once in a month.

 Pantaloons is a point of attraction to Customers due to discounts offered and schemes

provided by the store but the Customers did not find it Promising or satisfactory and
wanted enhancement in the Discounts.

 Most of the Respondents visiting pantaloons did not find different sizes and footwear
needs improvement.

 Employees at the Pantaloons were using the parking space of the mall and therefore
respondents were not getting enough space and therefore they were dissatisfied.

61
 5.1SUGGESTIONS

 More variety of products with different sizes should be made available and space
should be provided for children coming with their parents for fun and entertainment.

 Pantaloons should increase variety in the products in its basket. It should be specially
increased in Traditional wears for women’s, cosmetics and footwear.

 Number of billing counters should be increased during the sales and some special
occasions in order to fasten the billing Process and minimize the large Queuesand
more number of computers should be installed

 In order to strengthen the customer loyalty the staff members should be trained so that
they can make customers aware about the green card membership and can get the
benefit.

 Before implementing or offering any scheme or offer it should be analysed before

generating it to the customers and if possible more lucrative discounts should be given
to attract more customers.

62
 5.2CONCLUSION

 This research report highlights strengths and weakness of pantaloons in order to

compete in a smarter way and this research report aims to study consumer’s attitude
towards Pantaloons. Major players of Pantaloons are Reliance Trend retail, Big
Bazaar etc. and Retail industry in India is growing at a fast pace and Pantaloons
captures large market share and should try and get more benefit from it.
Recommendations given should also be taken into consideration.

 More than 65% of the customers come in between the age of 22-35 and according to
these data store should give more importance to this segment and attract more
customers in order to maximize their revenue and make loyal consumers. Customers
should be provided a good billing experience is vital for a retailer. Sometimes
Customers get exhausted standing in a queue for long.

 The factor that affects the customers to the pantaloons, as in the store mainly focus
on their in house brand availability and value of money. Most of the customers
believe that pantaloons have their own branded products and are offering to the
customers at reasonable price.

63
 5.3LIMITATION OF STUDY

 The study is limited only to the visitors of Pantaloons

 The study is restricted to the Rajkot City and the sample size taken was taken
100 and due to that there are chances of error while analyzing the data.
 Many consumers are in hurry while giving their response so they might not be
able to give genuine Responses.

64
 6.0BIBLIOGRAPHY

Books:-

Research Methodology -Naval Bajpai.

Literature Reviews:-

 Diverge, P., & Wang, X. (2018). Capturing Relative Importance of Customer

Satisfaction Drivers Using Bayesian Dominance Hierarchy. Cornell Hospitality
Quarterly, 59(1), 39-48.

 Wang, J. N., Du, J., Chiu, Y. L., & Li, J. (2018). Dynamic effects of customer
experience levels on durable product satisfaction: Price and popularity
moderation. Electronic Commerce Research and Applications, 28, 16-29.

 Chi, C. G. Q., &Qu, H. (2008). Examining the structural relationships of destination

image, tourist satisfaction and destination loyalty: An integrated approach. Tourism
management, 29(4), 624-636.

 Rather, R., & Sharma, J. (2018). Brand loyalty with hospitality brands: The role of
customer brand identification, brand satisfaction and brand commitment.

Website :

www.pantaloons.com

65
 ANNEXURE

CONSUMER SURVEY QUESTIONNAIRE

PERSONAL DETAILS:-

Name:-
1. Gender:-
[A] Male [B] Female

2. Age:-
[A] 15-21 [B] 22-26
[C] 27-34 [D] 35-45
[E] Above 45

3. Occupation:-
[A] Housewife [B] Salaried Person
[C] Businessman [D] Student
[E] Other

4. Are you aware of the pantaloons Brand?

[A] Yes [B] No

66
5. Which brand do you prefer while shopping at Pantaloons?
[A] Honey [B] Ajile [C] Trishaa
[D] Rangmanch [E] Akriti [F] Altomoda
[G] Bare Denim [H] Sf [I] Dreams
[J] Richard Parker [K] Urban ranger [L] Rig
[M] Forever glam [N] Annablle [O] Indus Route
[p] spiritus [Q] chalk [R] Poppers
[S] Chirpi pi

6. Through which media do you get awareness about End of season sale
(EOSS)?
[A] Newspaper [B] Hoardings
[C] Friends & relatives [D] Calling
[E] SMS

7. What comes to your mind when you mean about pantaloons?

[A] Product quality [B] Store appearance and atmosphere
[C]Discount and offers [D] Price and terms of payment
[E] Other

8. How frequently you shop at pantaloons?

[A] Every week [B] Once in two weeks
[C]Once in three week [D] Once in a Month

9. Which section you like most with respect to quality, price and variety?
[A] Women’s [B] Men’s
[C] Kids [D] Accessories

67
10. Brand and product availability at Pantaloons Is?
[A] Excellent [B] Good
[C] Average [D] Poor

11. Are you satisfied with the facility provided by the service staff?
[A] Highly satisfied [B] Satisfied
[C] Dissatisfied [D] Highly Dissatisfied
[E] Neutral

12. How do you find Pantaloons brand compared to other competitors?

[A] Very good [B] Good
[C] Average [C] Poor
[E] Very poor

13. How was your Buying Experience?

[A] Very good [B] Good
[C] Average [C] Poor
[E] Very poor

14. Would you like to visit Pantaloons again?

[A] Yes [B] No

15. What kind of change do you expect in which of the given below you
expect to change.
[A] Quality [B] greencard
[C] Staffservice [D] other

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16. What kind of service does a pantaloons provide compared with
competitors?
[A] Verygood [B] Good
[C] Average [D] Poor
[E] Verypoor

17. Are you satisfied with pantaloons service department? (exchange,

alteration, credit note,)
[A] Very good [B] Good
[c] Average [D] Poor
[E] Very poor

18. How much average amount do you spend on shopping in pantaloons?

[A] 0-5000 [B] 5000-15000
[C] 15000-25000 [D] 25000 OR More

19. Does price of the products affects on your shopping?

[A] Yes [B] No
[C] Partially yes

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PLAGARISM CERTIFICATE

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