INDEX

Sr. No. Name of Topics 1. 2. 3. 4.` 5. 6. 7. 8. 9. 10. EXECUTIVE SUMMARY COMPANY PROFILE CONSUMER BUYING BEHAVIOUR RESEARCH METHODOLOGY DATA COLLECTION DATA ANALYSIS AND INTERPRETATION CONCLUSIONS SUGGETION BIBILIOGRAPHY APPENDIX Page No.

CHAPTER I

EXECUTIVE SUMMERY

Reliance Digital

EXECUTIVE SUMMERY
Reliance digital is the second format of store from RELINCE RETAIL. The unique store is built around Reliance Retails core philosophy- consumer centricity and a hassle free store experience. RELINCE RETAIL after successful launch of RETAIL FRESH stores across several towns and cities in India unveiled RELIANCE DIGITAL, its pilot consumer electronics concept mega store. In Maharashtra there is first shop opened of Reliance Digital in Nagpur city. It is located in Empress City, near Central Railway station. It started at 20th Sap. 2010. specialty of this store is They Provided the Reliance RESQ department for the services of product. This is the plus point of Reliance Digital. They are providing product with service. Electrical appliances have a limited life. some day or the other it will become useless, so the company should tell the customer that after a few days they will again have to buy the same product. To help the customer tackle this problem the Company should tell the customer that the products life is say 5 yrs, after that the product can be replaced with a new one at a discount rate. This way the company can maintain a healthy relationship with the customer. RELINANC DIGITAL is one stop shop for all technology solution field of : Consumer electronics Home appliances Information technology Telecommunication
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OBJECTIVES OF STUDAY :1. To study of consumer behaviors.

2. Performance of Reliance Digital in Nagpur Market.

3. Consumer Experience.

HYPOTHESIS :A) 70% to 80% customers will satisfy from Reliance Digital service.
B) For 40% to 50% customers the store will be

conveniently located.
C) I think that, 20% to 30% customers will think that

Reliance Digital is providing all electronics goods.

D) I assume that, some customers will think Reliance

Digital is only branded goods store in Nagpur.

LIMITATION :1. Sample size taken for the project is only 50, so actual

consumer buying behavior can not be study.

2. The survey and research has been done in Nagpur only.

3. Time constraint.

CHAPTER II COMPANY PROFILE

Reliance Digital

Reliance Digital is the IT consumer durable arm of Reliance Retail Ltd which in turn is a subsidiary of Reliance Industries Limited.

History:Important past events - Launch of Brand, growth graph of the company and important events over the years Reliance Digital is the IT consumer durable arm of Reliance Retail Ltd which in turn is a subsidiary of Reliance Industries Limited. Reliance Retail Ltd. was established in 2006. Reliance has plans to open 150 digital stores and 60 iStores or Apple stores across the country. Each iStore is designed to cover an area of 2,000 to 3,000 sq. feet and is set up at a cost of Rs.7 to 8 million. The Reliance Digital stores are to cover a space of 20,000 to 25,000 sq. ft. and would involve an investment of Rs.3000 per sq. ft. Reliance Digital also plans to sell India's first electric car, Reva Car. He store covers an area of more than 15,000sq.ft and will offer over 4,000 products spread across 150 brands along with countless solution bundles recommended to meet the diverse customer need. The store has highly skilled and trained staff who can guide customer to buy not only products but complete solution to ensure the consumer can buy the right product at the same price. MUKESH AMBANI promoted RELIANCE DIGITAL store in BANGLORE the 3rd after the NATIONAL CAPITAL REGION center in GHAZIABAD and VASHI in MUMBAI.

In MUMBAI the 34,000sq.ft store will see nearly 9500 products, a company executive said. The retailer is planning a total of 12 stores in Mumbai. Currently it has RELIANCE DIGITAL STORE in Delhi, Overall it is planning to open 14 stores in Banglore, Chandigarh, Chennai,Hyderabad, Pune and Nagpur in couple of months. The company plan to open total of 150 outlets in 70 cities in next 3 to 4 years and to achieve sales turnover of 5 billion US dollar. RELIANCE DIGITAL will remain open seven days a week from 10:00am to 9:00pm.RELIANCE DIGITAL introduces RELIANCE RESQ an end to solution related to all your technology product. RELIANCE RESQ through a network of inhouse service center provide the consumer with pre sale and post sale support services.

Products:Product/Business Divisions - Type of business and product details Reliance Digital houses the entire range of household electronics, appliances, computers, gaming and telecom products. Reliance Digital is a part of the multi-format stores launched by Reliance and has over 150 international and national brands along with more than 4000 products on offer at competitive prices. It also promises to offer the largest display of product models in India. The range of products offered by Reliance Digital include audio and video products like TVs, DVD players, car audio players; electronic musical instruments as well as digital cameras; gaming consoles and games; computers and their peripherals; mobile and fixed-line phone instruments. The range of durables offered by Reliance Digital is air conditioners, refrigerators, water purifiers, and kitchen and home appliances. Reliance Digital also has a host of accessories for all product categories. The IT consumer durable arm of Reliance Retail has a store-in-store which is dedicated
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to Apple products like iMac desktops, MacBook notebooks, iPods, Mac Software along with a range of accessories for each of these products. Reliance Digital stores offer the facility to try and feel every product before making a decision. The Experience Zones have been specifically designed in order to simulate true-life conditions to familiarize consumers with every product. The Experience Zone houses high-end entertainment systems like home theatres, televisions, home and car music systems. Reliance ResQ is the service arm of Reliance Digital which makes technical support available to its customer 7 days a week and is fully geared to provide end to end solutions. Reliance Digital also has in place extended warranty plans for its customers.

Need of their Product and Service : Today consumers are quite aware about their needs and wants. Today People have a lot of disposable money and they need a way to spend them.

Another thing that people are trying to do is to maintain status and for that they need extravagant products. Still its quite important for us to reach out to this people. For that we do some ad campaigns People also buy our products because of friends and family reference Once they visit our outlet our sales force is quite competent in Convincing them to buy a certain product.

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RELIANCE DIGITAL TIE-UP WITH COMPANYS LIKE :1. SONY

2. 4. 6. 8.

PHILIPS SAMSUNG NOKIA LOGITECH etc

3. VEDIOCON 5. LIFES GOOD (LG)

7. PANASONIC

Locations, Store & Franchises:The format stores under the Reliance Digital have been launched in all major cities like Hyderabad, Bangalore, Delhi, Mumbai, Nagpur and Chennai.

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Corporate Structure:Corporate Structure - The Company board of directors, important executives and other people instrumental to the success of the company,

Mr. Ajay Baijal, President and CEO, Reliance Digital and President Corporate Planning, Reliance Retail Ltd. Mr. Raghu Pillai,President and Chief Executive, Reliance Retail Ltd. Mr. Manu Kapoor,Senior Vice-President Corporate Affairs Division,Reliance Retail Ltd.

Mr. Bijay Sahoo, Head of Human Resources, Reliance Retail Ltd. Board of Directors.

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Mr.Raghu Pillai, Mr. Mukesh Ambani, Mr. Manoj Modi, Mr. Dipak Jain.

CHAPTER III

13

CONSUMER BUYING BEHAVIOUR

INTRODUCTION OF CONSUMER BUYING BEHAVIOUR :Consumer behavior involves the psychological processes that consumers go through in recognizing needs, finding ways to solve these needs, making purchase decisions (e.g., whether or not to purchase a product and, if so, which brand and where), interpret information, make plans, and implement these plans (e.g., by engaging in comparison shopping or actually purchasing a product). Sources of influence on the consumer :The consumer faces numerous sources of influence.

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Often, we take cultural influences for granted, but they are significant. An American will usually not bargain with a store owner. This, however, is a common practice in much of the World. Physical factors also influence our behavior. We are more likely to buy a soft drink when we are thirsty, for example, and food manufacturers have found that it is more effective to advertise their products on the radio in the late afternoon when people are getting hungry Consumer Choice and Decision Making:One model of consumer decision making involves some steps. The first one is problem recognitionyou realize that something is not as it should be. Perhaps, for example, your car is getting more difficult to start and is not accelerating well. The second step is information searchwhat are some alternative ways of solving the problem? You might buy a new car, buy a used car, take your car in for repair, ride the bus, ride a taxi, or ride a skateboard to work. The third step involves evaluation of alternatives. Information search and decision making :Consumers engage in both internal and external information search. Internal search involves
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the consumer identifying alternatives from his or her memory. For certain low involvement products, it is very important that marketing programs achieve top of mind awareness. Family Decision Making :Individual members of families often serve different roles in decisions that ultimately draw on shared family resources. Some individuals are information gatherers/holders, who seek out information about products of relevance. These individuals often have a great deal of power because they may selectively pass on information that favors their chosen alternatives. Influencers do not ultimately have the power decide between alternatives, but they may make their wishes known by asking for specific products or causing embarrassing situations if their demands are not met. The decision maker(s) have the power to determine issues such as:

Whether to buy; Which product to buy (pick-up or passenger car?); Which brand to buy; Where to buy it; and When to buy.

The Means-End Chain :Consumers often buy products not because of their attributes per se but rather because of the ultimate benefits that these attributes provide, in turn leading to the satisfaction of ultimate values. The important thing in a means-end chain is to start with an attribute, a concrete characteristic of the product, and then logically progress to a series of consequences (which tend to become progressively more abstract) that end with a value being satisfied. Thus, each chain must start with an attribute and end with a value. An important implication of means-end
16

chains is that it is usually most effective in advertising to focus on higher level items. For example, in the flower example above, an individual giving the flowers to the significant other might better be portrayed than the flowers alone. Attitudes :Consumer attitudes are a composite of a consumers (1) beliefs about, (2) feelings about, (3) and behavioral intentions toward some object within the context of marketing, usually a brand, product category, or retail store. These components are viewed together since they are highly interdependent and together represent forces that influence how the consumer will react to the object. Behavioral intention :The behavioral intention is what the consumer plans to do with respect to the object (e.g., buy or not buy the brand). As with affect, this is sometimes a logical consequence of beliefs (or affect), but may sometimes reflect other circumstances--e.g., although a consumer does not really like a restaurant, he or she will go there because it is a hangout for his or her friends

Perception :Our perception is an approximation of reality. Our brain attempts to make sense out of the stimuli to which we are exposed. This works well, for example, when we see a friend three hundred feet away at his or her correct height; however, our perception is sometimes offfor example, certain shapes of ice cream containers look like they contain more than rectangular ones with the same volume.

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Organizational buyers :A large portion of the market for goods and services is attributable to organizational, as opposed to individual, buyers. In general, organizational buyers, who make buying decisions for their companies for a living, tend to be somewhat more sophisticated than ordinary consumers. However, these organizational buyers are also often more risk averse. There is a risk in going with a new, possibly better (lower price or higher quality) supplier whose product is unproven and may turn out to be problematic. Often the fear of running this risk is greater than the potential rewards for getting a better deal. In the old days, it used to be said that You cant get fired for buying IBM. This attitude is beginning to soften a bit today as firms face increasing pressures to cut costs.

Types of buying behavior :There are four topical types of buying behavior based on the type of product that intends to be purchased. Complex buying behavior is where the individual purchases a high value brand and seeks a lot of information before the purchase is made. Habitual buying behavior is where the individual buys a product behavior is where the daily newspaper, sugar or salt. Variety seeking buying behavior is where the individual likes to stop around and experiment with different product. So an individual may shop around for different breakfast cereals because he/she wants variety in the mornings! Dissonance reducing buying behavior is when buyer are highly involved with the purchase of the product, because the purchase is expensive or infrequent. There is little difference between existing brands an example would be buying a diamond ring, there is perceived little difference between existing diamond brand manufacturers.

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To summarize : There are five stages of consumer purchase behavior Problem/Need Recognition Information search Evaluation of purchases Purchase decision Post purchase behavior Culture has an impact on the company. Marketers should take into account Marlows hierarchy of needs.

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CHAPTER IV RESEARCH METHODOLOGY

INTODUCTION OF RESEARCH METHODOLOGY :20

Market research is the process of finding information about your competitors, current market trends or your customers. Most companies invest in market research when they release a new product, improve on an existing product or if they plan on introducing a particular product in a new market. Market research can also prove helpful if you want to explore business opportunities in new markets. Market research can be conducted by two methods, primary research or secondary research.

DEFINATION :According to Advance Learners Dictionary A research is carefully through search for new facts in any branch of knowledge. Or According to Clifford Woody, Research comprises defining and reifying problems, formulating hypothesis or suggested solutions, collecting, organizing, and evaluating data.

OBJECTIVES OF MARKETING RESEARCH:

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Marketing research is usually conducted to achieve the following objectives: 1. To know about the persons who buy the firms products. 2. To find out the impact of promotional efforts. 3. To know customers response to a new product. 4. To forecast sales. 5. To study the goodwill of the firm in comparison with the competing firms. 6. To define the present market situation together with the long range trends which have led up to it? 7. To discover what major and underlying factors are dominating that situation and how these factors can be influenced or controlled. 8. To setup a plan for keeping in touch with the behavior of these dominating factors.
9. Decision making in business.

Type of Research used in project

In this project exploratory research process is used. This is internal stage of the research process. This is based on evaluating the existing studies on

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related topics, discussing the problem with experts, analyzing the situation and so on. Secondary data analysis and pilot studies are the most popular tools used in exploratory research. Secondary data is the data that has already been collected previously for some other research purpose. Pilot studies involve collecting data from the actual respondents in order to gain insight into the customers buying behaviors and help us to conduct a larger study.

PROCESS OF RESRARCH METHODOLOGY

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Identifying and Defining Problem/Opportunity

Planning the Research Design

Selecting a Research Method

Selecting a Sampling Procedure

Data Collection

Evaluating the Data

Preparing and Presenting the Research Report

Explanation of Process :1) Identifying Problem/Opportunity:and Defining

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The initial step in the research process is the identification of the problem or opportunity. Problem identification precedes the problem definition stage. For instance a company producing cell phone wave protectors may realize that its new product is not selling, but it may not know the reason for this at the outset. Although it has identified the problem in a broader perspective, it needs to define the problem specifically in terms of what is to be researched. For this project problems can be defined as Consumer buying Behavior & Performance Of Reliance Digital In Nagpur City.

2) Planning the Research Design :Planning the research design is a crucial step in the research design process. A research design is the actual framework of a research that provides specific details regarding the process to be followed in conducting the research. The research is designed based on the objectives formulated during the initial phases of the research. The research design includes all the details regarding the research such as where the information should be obtained from, the time and budget allotted for conducting the research, the appropriate measurement techniques and the sampling process. In our project the research planning design is on the base of customers feedback and questionnaire.

3) Selecting a Research Method :-

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After developing an appropriate research plan, it is important for the researcher to select a proper research method. There are four basic methods of conducting a research study secondary data studies, surveys, experiments and observation. The research design method is chosen based on the objectives of the study, the costs importance and urgency of the decision. In our study we used exploratory research method for the study. This is based on evaluating the existing studies on related topics, discussing the problem with experts, analyzing the situation and so on.

4) Selecting a Sampling Procedure :Sampling is generally a part of the research design but is considered separately in the research process. Sampling is a process that uses a small number of items or a small portion of a population to draw conclusions regarding the whole population. In our project the sample size is taken from the customer of shop, we take feedback of those customers who visits the Reliance Digital store.

5) Data Collection :After preparing a suitable sample, the researcher collects the data from the units in this sample. As there are several research techniques, there are a number of data collection methods as well. Whatever the method used to collect the data, it is very important that the data is collected without any errors. In our project the data is collected by employing questionnaire on the customers, discussing the problem with experts and from internet.

6) Evaluating the Data :-

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Ones the data has been collected the next important phases in the research process is evaluating the data. The most important aspect of data evaluation is to convert the collected info a format which will facilitate the manager in effective decision making. In our project we evaluate data by using different graphs.

TYPES OF RESEARCH
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1. Quantitative and Observation Methods

2. Some other types of research

1. Quantitative Methods :-

and

Observation

Qualitative research method can be sub-divided into the following types and classified in figure.

Qualitative research method

Depth Interviews Unstructured Association

Focus Groups

Projective Techniques Dual- Moderator

Semi-Structured Completion Standardized Construction

Two-way

Dueling Moderator

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Mini-Groups Expressive

Types of qualitative research method.

Depth interviews Focus groups Projective techniques

I) Depth interviews :A qualitative approach in which a trained moderator conducts interviews with individuals, rather than with groups, to obtain about a product or brand is known as a depth interview. These interviews are primarily conducted on a one-to-one basis. Therefore, they are also knows as individual depth interviews. Depth interview is simply the routing of an ordinary conversation that permits both the research and the interviewer to interact and explore an issue. A depth interview can serve as a prelude to a more analytical questionnaire design for quantitative research. Therefore, such interviews are used to unravel theoretical issue at an early stage in the development of a questionnaire.

II) Focus groups:A focus group is defined as group of individuals selected and assembled by researches to
29

discuss and comment on, from personal experience, the topic that is the subject of the research. This type of interviewing is particularly suited for obtaining several perspectives about the same topic. According to the late political consultant Lee Atwater, the conversations in focus groups give you a sense of what makes people tick and a sense of what is going on with peoples minds and lives that you simply cant get with survey data. A focus group consists of a group of anywhere between six to twelve members. This size of the group encourages the participants to give their views on the specific issue. The very essence of the focus group as a technique lies in tapping the unexpected finding that result from an interactive session between the members of the group.

III) Projective Techniques :Every individual has a subconscious mind that holds a lot of attitudes and motivation that even the individual may not be aware of. Use of direct question to unravel these attitudes and motivations are least effective. Therefore, researches use special techniques to venture into the private worlds of uncover their inner motives. These special techniques are known as projective techniques. The projective technique is an unstructured, indirect form of questioning that encourages respondents to project their underlying motivations, beliefs, attitudes, or feelings regarding the issue of concern. The respondents are exposed to various scenarios and asked to interpret them. A close observation of the way the respondents describe a situation or a scenario reveals their own motives, attitudes, values, and motivation.

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2. Some research :-

other

types

of

One-time researches or long-time research Field-setting research or laboratory research Clerical or Diagnostic research Historical research Conclusion-oriented research

Sample and Sampling

A sample is a part of the total population. It can be an individual element or a group of the population. it is ideal for research in terms of cost, convenience, and time. The sample group can be selected based on a probability or a non-probability approach. A sample usually consists of various units of the population. The size of the sample is representing by n.

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In this project sample size is use 40 for the better study of consumer behavior and knowledge. Actual selection of the sample element is carried out. For our study, sample element is selected from the customers of Reliance Digital shop, who were coming out after shopping and those who were interested in filling the questionnaire.

CHAPTER V DATA COLLECTION

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DATA COLLECTION :In our study, data is collected by asking the respondents to fill the questionnaire.

SOURCES DATA :1. Primary data collection. 2. Secondary data collection.

Primary Data :-

1)

Primary data can be collected either through experiment or through survey. Another simple method of primary research would be to directly talk to your customers and get their feedback. . Primary research can be both qualitative and quantitative. Qualitative primary research involves gathering information from interviews or focus groups. Quantitative primary research involves the collection of numerical information from surveys. This information is then analyzed.

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In case of survey data can be collected by an any one mode of following :-

By observation By personal interview By telephone By mailing of Questionnaire

2)

Secondary Data :-

Secondary data are those which are already collected by some one for some work and available for present study. Secondary data are collected by company records and other library books. Secondary data can be used as the basic of comparison with Primary data which has been collected by Questionnaire or interview. The secondary data collected through : Various publication Manuals Internet Report Writing Books

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CHAPTER VI

DATA ANALYSIS & INTERPRETATION

35

1) Is Reliance Digital shops satisfy your needs and provide

the proper service?

Tabular Representation
Q.1 satisfy need & service Total yes no 32 8 40

Graphical Representation

36

satisfaction of needs and servic of Reliance Digital

100% 80% 60% 40% 20% 0% yes 20% no 80%

Analysis
1) From the graph, we can say that the 80 % needs and

services are satisfied by Reliance Digital shop. 2) 20% customers are not satisfied by the services provided by Reliance Digital. 2) Cleanliness maintained in the store is Tabular Representation
Q.2 Cleanliness excellent good average 12 21 7 40

Total

Graphical Representation

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Cleanlinessof Store
average 18%

excellent 30%

good 52%

Analysis
1) From the graph it has been observed that, the

Cleanliness of Store 30% Excellent. 2) By this graph, it has been observed that the Cleanliness of Store 52% Good. 3) By this graph it has been observed that the Cleanliness of Store 18% Average. 4) We can say that the Store is good for shopping. 3) Offers & discounts provides by the store as compared to other store are Tabular Representation
Q.3 offers & Discount good average poor 7 21 12 40

Total

Graphical Representation

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O rsa dD c n of R lia c ffe n is ou t e ne D ita ig l

poor 30%

averag e 17%

52%

g ood

Analysis
1) By this graph, we can say that Offers and Discount is

17% Good. 2) On this graph, we can say that Offers and Discount is 52% Average. 3) As per this graph, we can say that Offers and Discount is 30% Poor. 4) We can say that Offers and Discount of Reliance Digital are satisfied and attract the customer.
4) Rate Reliance Digital in comparison to other Electronics

store in Nagpur are Tabular Representation

Q.4 comparison to other store very good good poor excellent 15 19 5 1 40

Total

Graphical Representation

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Comparisonof Reliance Dig with ital otner store

50% 36%

13% 1% very good good poor excellent

Analysis
1) From this graph, we can say that the Comparison of

Reliance Digital with other store is 1% Excellent. 2) From this graph, we can say that the Comparison of Reliance Digital with other store is 36% Very good. 3) From this graph, we can say that the Comparison of Reliance Digital with other store is 50% Good. 4) From this graph, we can say that the Comparison of Reliance Digital with other store is 13% Poor. 5) To give Competition to other store, Reliance Digital wants to maintain their quality and Services. 5) Co-operative ness provide by sales person is Tabular Representation
Q. 5 co-operative ness excellent good bad 10 27 3 40

Total

Graphical Representation

40

Co-operativenessof sales person

bad

8%

good

68%

excellent

25%

Analysis
1) From this graph, we say that the Co-operativeness of

the sales person is 25% Excellent. 2) From this graph, we can say that the Co-operativeness of the sales person is 68% Good. 3) From this graph, we can say that the Co-operativeness of the sales person is 8% Bad. 4) We can say that the maximum person are co-Operative and provide proper information.
6) Rate overall services of Reliance Digital

Tabular Representation

F Q.6 rate overall services ive Four Three Two One 4 22 14 0 0 40

Total

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 Graphical Representation

Ratingof Reliance Digital Services

60% 50% 40% 30% 20% 10% 0% 10% Five Four Three 0% Two 0% One 35% 55%

Analysis
1) By this graph, we assume that the Service of Reliance

Digital is Best than other store. 2) It provides the good quality product as compared to other store.

7) The store is conveniently Located Tabular Representation

Q.7 convenient location Total yes no 30 10 40

Graphical Representation

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Convenient store location

75%

25%

yes

no

Analysis
1) From this graph, we can say that the Store Location is

75% conveniently located. 2) We can say that on this graph the Store Location is 25% not conveniently located. 3) They want to open their branches in other Locations.

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Conclusions

Conclusions
1. The outlets are quite good .They has all the household

goods that one needs.

2. The brand name is also very huge. People trust Ambani

group.
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3. The outlets are providing excellent after sales services.

The prices are also not that high.

4. But it has some drawbacks also, like it has not yet

started the online shopping service.

5. At the time of inauguration, it only advertisements in

particular area, etc. but now people know that there is a place where all the household appliances are available under one roof, at a low price.
6. Overall these outlets are a good place to do shopping. 7. Reliance

Digital provides separate department for product service is Reliance Resq.

8. Reliance Digital making good efforts to satisfy the customers through their services and their product. 9. Reliance Digital provide best quality product. 10. Ambiance of Reliance Digital is good.

11. Products are systematically arranged as per there

category for customer to locate it easily. 12. Reliance Digital provide person for demonstration. 13. well educated sales

Reliance Digital not provide exchange facility.

14. Some customer think that Reliance Digital is the Multiple electronic shop which have all electronics products.
15. Most of the customers who reside within a range of 3km

are frequent purchaser of Reliance Digital. But there

45

are few customers who come from the area 8 to 10km away from the store can not purchase easily. 16. The products quality are good in Reliance Digital, as 80% customer think that. 17. Customer think that offers & discounts provided by the Reliance Digital are average, though it provides good offers & discounts as compared to other store.
18. As 80% customers are satisfied,

hypotheses number

A has been satisfied.

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SUGGESTIONS

SUGGESTIONS
1. The Store should provide more Offers and Discounts to

satisfaction of their customer.

2. The company should provide online shopping facility.

47

3. People need to know that all the household appliances

are available at a low price for that, they should tie the banner in market area and distribute their pomp-lets in market area.
4.

The company must open their stores at proper area i.e Market area like Burdi, Dhantoli, Wardhaman nagar etc

5. The sales man should have the proper knowledge about their products.
6. The sales man should give proper assistance to their

customers.
7. Reliance Digital should provide more range of the

electronics products. 8. Reliance Digital should provide exchange facility to the customer. 9. They should provide installment facility to the customer for more sales. 10. The Company should provide the engineer for repairing the product at home.
11. 12.

They should maintain the enough stock of product.

Customers are not aware about offers & discount of Reliance Digital. Customer can be made aware by giving advertisement in news paper, television time to time. 13. Reliance Digital should provide feedback box for customers.

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49

BIBILIOGRAPHY

BIBLIOGRAPHY
50

WEBSITES :BOOKS :Kotlar)

www.reliance.com Marketing Management - (Phillip Research Methodology - (Kothari.)

NEWESPAPER :-

Times of India Lokmat

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APPENDIX

52

QUESTIONNAIR
SURVEY ON CONSUMER BEHAVIOUR & PERFORMANCE OF RELIANCE DIGITAL IN NAGPUR CITY.
1) Is Reliance Digital shop satisfy Your needs and provide the proper service? a) Yes 2) Cleanliness maintained in the store is a) Excellent c) Average b) Good d) Poor b) No

3) Offers & discounts provides by the store as compared to other store are a) Good c) Poor 4) Rate Reliance Digital in comparison to other Electronics store in Nagpur are a) Excellent c) Good e) Very poor 5) Co-operativeness provide by sales person is a) Excellent c) Bad 6) Rate overall services of Reliance Digital Best 5 __ 4 __ 3 __ 2 __ 1 __ worst 7) The store is conveniently Located. a) Yes 8) What are Your Suggestions for Reliance Digital ? __________________________________________________________________ b) No b) Good b) Very Good d) Poor b) Average

Thank You.

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C:\Documents and Settings\Dreams\My Documents\Excel sheet of Reliance Digital.xls

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