“A STUDY TO DO COMPETITION ANALYSIS FOR PANTALOONS AND

WESTSIDE”

Summer Project Report

Submitted
In the partial fulfillment of the Degree of
Master of Business Administration
Semester-II

By
Name: Parth Patel
Roll No. 18254321036

Under the Guidance of:

Prof. Dr. Nirav Halvadia
Centre for Management Studies and Research

Submitted To:
Centre for Management Studies and Research
Ganpat University,
Kherva.

May -2019

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 CERTIFICATE BY THE GUIDE

This is to certify that the contents of this report entitled “A STUDY TO DO COMPETITION
ANALYSIS FOR PANTALOONS AND WESTSIDE” by Parth Patel & 18254321036
submitted to Centre for Management Studies and Research for the Award of Master of
Business Administration (MBA Sem-II) is original research work carried out by him/her/them
under my supervision.

This report has not been submitted either partly or fully to any other University or Institute for
award of any degree or diploma.

Dr. Nirav Halvadia

Centre for Management Studies and Research

Ganpat University.
Kherva.

Date :
Place :

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 CERTIFICATE BY THE MENTOR

This is to certify that the contents of this report entitled “A STUDY TO DO COMPETITION
ANALYSIS FOR PANTALOONS AND WESTSID” by Parth Patel & 18254321036
submitted to for Management Studies and Research for the Award of Master of Business
Administration (MBA Sem-II) is original research work carried out by him/her under my
mentoring. I, hereby certify the authenticity of the data and facts mentioned in the report.

This report has not been submitted either partly or fully to any other University or Institute for
award of any degree or diploma.

Dr. Nirav Halvadia

Centre for Management Studies and Research

Ganpat University.
Kherva.

Date :
Place :

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 CANDIDATE’S STATEMENT

I/We hereby declare that the work incorporated in this report entitled “A STUDY TO DO
COMPETITION ANALYSIS FOR PANTALOONS AND WESTSIDE” in partial
fulfillment of the requirements for the award of Master of Business Administration (Sem.- II) is
the outcome of original study undertaken by me/us and it has not been submitted earlier to any
other University or Institution for the award of any Degree or Diploma.

Parth Patel

Date :
Place :

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 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.

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 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 (VISHAL DESAI) and Dr. SAURABHI
CHATURVEDI (DEAN, 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.” Ghandhinagar, 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 Dr. NIRAV HALVADIA, 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.

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 Executive Summary

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

pantaloons. The project title is “A STUDY TO DO COMPETITION ANALYSIS
FOR PANTALOONS AND WESTSIDE, GHANDHINAGAR CITY.

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 150 was 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.

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 Definition

Competition Analysis

A competitive analysis is a critical part of your company marketing plan. With this
evaluation, you can establish what makes your product or service unique--and
therefore what attributes you play up in order to attract your target market.

Example: Pepsi and Coca-Cola have been long standing competitors in the Foods and Soft
Drinks Industry. In the aeroplane industry, Boeing and Airbus would again be long-time
competitors. The same goes for Hindustan Unilever, Procter and Gamble, and ITC competing
in the Indian FMCG industry.

There are three types of competitors namely:-

1) Direct Competitors – Similar products and revenue goals

2) Indirect Competitors – Similar products but different revenue goals

3) Replacement Competitors – Substitute products, same customer time/money

Retailing
Manufacturers make products and sell them to wholesalers, or some times to retailers.
Wholesalers resell products to the retailers and again retailers resell them to customers. Thus,
wholesalers satisfy retailers‟ need whereas retailers direct their efforts to satisfy needs of the
ultimate consumers

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 Meaning of Retailing

The word retailing has its origins in the French verb , “Retailer” ,which means “to cut up”,
and refers to one of the fundamental retailing activities which is to buy in larger quantities and
sell in smaller quantities. For example, a convenience store would buy tins of beans in units of
two dozen boxes, but sell in single-tin units. However, a retailer is not the only type of
business entity to 'break bulk'. Wholesalers also buy in larger quantities and sell to their
customers in smaller quantities. It is the type of customer, rather than the activity, that
distinguishes a retailer from other distributive traders; the distinction being that are tailer sells
to final consumers, unlike a wholesaler who sells to a retailer or other business organizations.
A generally accepted definition of a retailer is 'any establishment engaged in selling
merchandise for personal or household consumption and rendering services incidental to the
sale of such goods.

Manufacturers make products and sell them to wholesalers, or some times to retailers.
Wholesalers resell products to the retailers and again retailers resell them to customers.
Thus, wholesalers satisfy retailers‟ need whereas retailers direct their efforts to satisfy needs
of the ultimate consumers.

Manufacture
rs

Wholesalers

Retailers

Consumers

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 Economic Significance of Retailing

Retailing has direct influence in our day to day lives. Lifestyle retailing has now
become one of the country’s largest industries. Some of the top global retailers are Wal-
Mart, Metro, K- Mart, Sears etc. Through merger and acquisition activity, many of these
large retailers are diversifying their format offerings to customers. The majority of the
largest global retailers are involved in the lifestyle and food sectors. While globalization
is increasing throughout the retail world, it has become particularly pronounce for US
retailers, Indian government has been allowed FDI in single as well as multi brand
retailing.

Trends in Retail Industry

Retail industry is changing very rapidly. Some of the most important changes are

1. Greater Diversity of Retailers :-

The growing diversity of retail formats has increased competition in the industry
and also has helped customers to buy merchandise and service from retailer that
better satisfied their needs for the specific purchase occasion. The new types of
retailers co- exist with traditional retailers.

2. Increased Industry Concentration :-

Through the number of retail formats have grown, the number of competitors
within each format is increasing. A few national retailers dominate most
formats.

3. Globalization :-
Since long time, retail has been a local business. But because of globalization
many competitors are there in the markets and customers are getting better
products at a very less price. And retailers are getting many opportunities in
other foreign countries.

4. Use Multiple Channels to Interact Customers :-

In recent times retailers are using many cannels to reach the customers.

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 Retail characteristics

1. The type of merchandise sold

2. The variety and assortment of the merchandise
3. Level of customer service
4. Price of merchandise

1. The type of Merchandise Sold :-

The degree to which retailers compete against each other is based on the similarity of
their merchandise. The variety and assortment of the merchandise they offer and the
services they provide are considered.

2. Variety and Assortment :-

Variety refers to the number of merchandise category a retailer offers to its customers.
Assortment is the number of different items in a merchandise category.

3. Level of Customer Service :-

Customer service varies with retailer to retailer. Customer expect retailer to provide
some services like accepting cheque payments, providing ample parking space, long
shopping hours etc. Those retailers who cater to service- oriented customers offer
customers most of those services free or some extra charges.

4. Price of Merchandise :-
Typically, department stores have high prices because they have to stock a lot of
varieties of merchandise while discount stores appeal to customers who are favouring
lower prices and are not interested in services or wide range of merchandise, size and
colour.

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OVERVIEW 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.

MAJOR SEGMENTS

 FOOD  FASHION
 CONSUMER  FASHION ACCESSORIES
DURABLES  FURNITURE
 LEISURE &  TELECOM
ENTERTAINMENT  BOOKS & MUSIC
 HEALTH & BEAUTY

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.

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GLOBAL 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 trends.

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 Introduction

The Indian retail business has emerged in concert of the foremost dynamic and fast
industries because of the entry of many new players. Total consumption expenditure is
anticipated to succeed in nearly US$ 3,600 billion by 2020 from US$ 1,824 billion in 2017.
It accounts for over 10 per cent of the country’s Gross Domestic Product (GDP) and around
8 percent of the employment.. India is that the world’s fifth-largest international destination
within the retail house.

Market Size

India's retail market is anticipated to extend by 60 per cent to achieve US$ 1.1 trillion by
2020, on the rear of things like rising incomes and life style changes by class and multiplied
digital connectivity. on-line retail sales are anticipated to grow at the speed of 31 percent
year-on-year to achieve US$ 32.70 billion in 2018.

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India is anticipated to become the world’s quickest growing e-commerce market, driven by
sturdy investment within the sector and fast increase in the number of internet users. varied
agencies have high expectations concerning growth of Indian e-commerce markets.

Luxury market of Republic of India is grow to US$ 30 billion by the end of 2018 from US$
23.8 billion 2017 supported by growing exposure of international brands amongst Indian
youth and better getting power of the upper crust in tier two and three cities, in line with
Assocham.

Investment scenario

The Indian retail mercantilism has received Foreign Direct Investment (FDI) equity inflows
totalling US$ 1.59 billion throughout April 2000 – December 2018, consistent with the the
Department for Promotion of Industry and Internal Trade (DPIIT).
With the rising want for goods in several sectors Including electronics and residential
appliances, several firms have invested with within the Indian retail house in the past few
months.
Beccos, a South Korean designer Brand is to enter the Indian market with associate
investment of about Rs 1.00 billion (US$ 14.25 million) and open fifty stores by June 2019.
Walmart Investments Cooperative U.A has invested with Rs 2.75 billion (US$ thirty
seven.68 million) in Walmart India Pvt Ltd.

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Government Initiatives

The Government of Republic of India has taken varied initiatives to boost the retail trade in
India. a number of them are listed below:
The Government of India might modified the Foreign Direct Investment (FDI) rules in food
process, in a very bid to allow e-commerce corporations and foreign retailers to sell Made in
India shopper product
Government of India has allowed 100 per cent Foreign Direct Investment (FDI) in on-line
retail of goods and services through the automated route, thereby providing clarity on the
present businesses of e-commerce corporations in operation in India.

Road Ahead

E-commerce is increasing steady within the country. Customers have the ever increasing
alternative of merchandise at the bottom rates. E-commerce is perhaps making the largest
revolution within the retail business, and this trend would continue within the years to come
. India's e-commerce business is reached at US$ 53 billion by 2018. Retailers have to
leverage the digital retail channels (e-commerce), which might modify them to pay less cash
on land whereas reaching out additional customers in tier-2 and tier-3 cities.

It is projected that by 2021 traditional retail can hold a serious share of 75 per cent,
organized retail share can reach 18 per cent and e-commerce retail share can reach 7 per
cent of the whole retail market.

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Nevertheless, the long-run outlook for the business is positive, supported by rising incomes,
favourable demographics, entry of foreign players, and increasing urbanisation.
The Indian retail business is one in all the quickest growing within the world. Retail
business in Bharat is anticipated to grow to US$ 1,200 billion by 2021 from US$ 672 billion
in 2017E.
India is that the fifth largest most well-liked retail destination globally.

The country is among the very best within the world in terms of per capita place of business
accessibility. India’s retail sector is experiencing exponential growth, with retail
development going up not simply in major cities and metros,also in Tier-II and Tier-III
cities too. Healthy economic growth, dynamical demographic profile, increasing disposable
incomes, urbanisation, dynamical shoppers tastes and preferences square measure the
opposite factors driving growth within the organized retail market in Bharat.

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Growing Drivers of Retail Industry In India

Consumer preferences

 India’s per capita GDP increased to Rs 98,867 (US$ 1,534.01) in FY18 from Rs
93,888 (US$ 1,399.43). Indian consumers are now shifting more towards premium
brands by paying more for value and service

Brand Consciousness

 Factors like young demographic composition, increasing personal disposable

income, more preference towards affordable luxury and rising middle class
population are developing preferences for specific brands.

Consumer Finance Opportunities

 Consumers have become more comfortable using online services due to

demonetisation.
 Online retail segment provides various credit and payment options driven by
increasing internet penetration, speed, 24 hour accessibility and convenient and
secured transactions.

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Competitive Landscape In Indian Retail Sector

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Aditya Birla Fashion and Retail Limited (ABFRL)

Aditya Birla Fashion and Retail Limited (ABFRL) is a part

of USD 44.3 billion Aditya Birla Group. With a revenue of
Rs. 8,118 crore and a retail space of 7.5 million sq. ft. (as
on 31st March, 2019), it is India's first billion-dollar pure-
play fashion powerhouse with an elegant bouquet of leading
fashion brands and retail formats.
in 2012, Aditya Birla Nuvo had entered into an agreement
with the Future Group to infuse Rs 1,600 crore into
Pantaloons and acquire a majority stake in the store chain.
ABFRL emerged after the consolidation of the branded
apparel businesses of Aditya Birla Group comprising ABNL's Madura Fashion division and
ABNL's subsidiaries — Pantaloons Fashion and Retail (PFRL) and Madura Fashion &
Lifestyle (MFL) in May 2015. Post the consolidation, PFRL was renamed Aditya Birla
Fashion and Retail Ltd. ABFRL hosts India's largest fashion network which includes 2,700+
ABFRL brand outlets, a footprint of 7.5 million sq. ft. of retail space across 750+ cities and
towns, It has ~30 million Loyalty Members as of 31st March 2019.

The company was incorporated as

Peter England Fashion and
Retail Limited on April 19, 2007. The
name of the company is changed to
pantaloons Fashion and Retail Limited on
April 23, 2013.

 Pantaloons was acquired by Aditya Birla Group from Future Groups in 2013 for $40
billion, operating in 36 countries across the globe with 133,000 employees.
 Aditya Birla Fashion Wins American Eagle rights for India in 2017.

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ABOUT THE COMPANY

PANTALOONS

PANTALOONS, one of the Fastest growing premium lifestyle apparel company in India, is
constantly innovating designs, concepts and products by infusing the latest trends in fashion
and clothing styles. A chain of stores for every Indian, Pantaloons has a repertoire of lifestyle
brand to cater to every consumer need across multiple occasions. The warm and personalized
service offered by every store truly brings out the unique value proposition of the format.
Pantaloons were launched amidst much fanfare in Gariahat, Kolkata in 1997. Over the years,
the brand has undergone several transitions therefore re-inventing itself to bring forth
compelling trends and styles for men, women and kids. It as a discount format, moving to a
family concept store and finally evolved into a fashion destination with a sharp focus on
bringing the latest in fashion.

Pantaloons retails over 200 brands which comprise a mix of exclusive brands, licensed brands,
international brands and more in apparel as well as non-apparel. Leaving the consumer spoilt
for choices. The greatest asset of pantaloons is our exclusive brands apart are the that each of
the designs is crafted keeping the consumers fashion sensibilities and fashion needs in mind.

With a chain of 104 fashion stores across 49 cities and towns with 5300 valuable employees,
pantaloons are constantly extending its footprint into the rest of modern India. Its spans a retail
space of 1.7 million square feet which is amongst the largest in India. Voted as India’s most
trusted apparel retail brand in the prestigious brand equity survey 2014, pantaloons continue to
nurture trust and confidence. Pantaloons is now an integral part of the prestigious Aditya Birla
Group, a USD 40 billion Indian multinational operating in 36 countries across the global with
over 130000 employees.

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All the stores are divided into four zone:
 East Zone
 West Zone
 North Zone
 South Zone
Each zone has their zones office, which takes care of the entire pantaloons in the respective
zone.
A Pantaloons which was controlled by the future group has now been taken over by Aditya
Birla Nuvo limited (ABNL). ABNL is a part of prestigious Aditya Birla Group, a $40 billion
Indian multinational, operating in 36 countries across the global with over 136000 employees.
The Aditya Birla Group ranks in the league of fortune 500 corporations of the world with a
strong mix of talented and capable personnel comprising 42 different nationalities, who are
credited with anchoring the organization and scripting one brilliant success story after another.
With all these advancements, pantaloons is one of the fastest growing companies and is poised
to grow bigger and better.

Retail and fashion limited is the flagship company of Aditya Birla Group. As modern retail
drives fresh demand and consumption in new categories, our strategy is based on a deep
understanding on Indian consumers the products they want, and making these products
available in every city and every City in every store format. Around 300 million customers
walk into our stores each year and choose products and services supplied by over 30000 small,
medium and large entrepreneurs and manufacturers from across India. This number is set to
grow.
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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.

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~ 25 ~
 ORGANIZATION STRUCTURE

CEO

AREA
MANAGER

CATAGORY

STORE
MANGER

ASSISTANT DEPARTMENT
DEPARTMENT
MANAGER MANAGER

CUSTOMER
SERVICE TEAM FASHION
ASSISTANT CASHIER
DESK MEMBER

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 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

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PRODUCTS OFFERED BY PANTALOONS IN

GHANGHINAGAR CITY

MEN’S WEAR: -

 CASUAL WEAR
 PETER ENGLAND
 BARE DENIM
 SF JEANS
 AJILE
 URBAN RANGER
 RIG
 PEPE JEANS
 BYFORD
 RICHARD PARKAR
 SPYKAR
 FLYING MACHINE
 MEN’S FORMAL
 RICHARD PARKER

WOMEN’S WEAR: -

 CASUAL WEAR
 HONEY
 AJILE
 BARE DENIM
 SF JEANS
 ALLEN SOLLY
 DREAMZ
 ANNABELLE

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  ETHNIC WEAR
 RANGMANCH
 AKKRITI
 TRISHAA
 BIBA
 W
 FOREVER GLAM

KIDS WEAR: -

 CHALK
 CHIRPIE PIR
 POPPERS
 DOODLE

ACCESSORIES: -

 HAND BAG
 FOOTWEAR
 JEWELRY

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SERVICE OFFERED BY PANTALOONS

There are 8 modules of CSD which helps customer and make them satisfy.

i. Alterations
ii. Gift rapping
iii. In-store announcement
iv. Customer feedback
v. Lost found
vi. Gift voucher
vii. Exchanges
viii. Green card

1. ALTERATION

To provide service to customers who purchase apparels and would like to make minor changes
in the outfit in prescribed time.

Slip Received Received Cash Barcode Contact Total Expected CSD Customer
No. By Time Memo No. No. Qnty Time Executive Sign.
Date Name No. Sign

2. GIFT WRAPPING

To make customer happy by providing free gift wrapping service in an efficient and creative
manner.

3. IN-STORE ANNOUCEMENT

To enhance customer shopping experience by updating them with ongoing schemes and
discounts.

4. CUSTOMER FEEDBACK

To provide customers in a medium to express their views about shopping experience at the
store.

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 5. LOST AND FOUND

If customer Hs lost their valuables like, Gadgets, Handbags or another and it is found by
Pantaloons Employee Then it is kept in CSD. Customers can collect from CSD

6. EXCHANGE

To facilitate exchanges by customers in a smooth manner (with NO questions asked) and

provide convenience to them, in turn enhancing customer experience and higher satisfaction
standards, It has two process

1. Piece to Piece
2. Credit Note Issuance

1. Piece to Piece

Refund Select Scan Piece

Enter Enter
reason (old
item
product)

Cash Ensure value Subtotal Scan piece

Equal to ‘0’ Enter (old
Product)

2. Credit Note Issuance

Mention
Reason Product
Bill scan date of the
Return Barcode
bill
transaction Scan

Clear More
Credit note Enter
Function

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 7. GREEN CARD

Green card is the program in country to offer instant discount, as you upgrade get discounts of
up to Rs. 7/100 on every shopping. What’s more enjoy points as well every time shop. Enjoy
exclusive birthday offers.

Earn / redeem points instantly

Exclusive shopping days to go hold of latest merchandise.

Regular updates on collections and promos via catalogues, SMS and Emails. Special invites to
the most happening events.

Extended exchange periods and exclusive billing counters.

The program has four Tiers- 1 star, 3 star, 5 star and 7 star. Tier assignment depends on the
preceding 12 months shopping at pantaloons.

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HOW TO UPGRADE YOUR PANTALOONS GREEN CARD
MEMBERSHIP?

The preceding 12 months shopping is taken into account to upgrade. This account varies from
the tiers to tiers and is as follows and illustrates the same.

AMOUNT SHOPPED FOR TIER GREEN CARD REWADS

IN LAST 12 MONTHS

0-7999 1 STAR 2 POINTS PER RS. 100

8000-19999 3 STAR 3% DISCOUNT AS POINTS

20000-39999 5 STAR 5% DISCOUNT AS POINTS

40000+ 7 STAR 7% DISCOUNT AS POINTS

DRAWBACKS OF THE OLD LOYALITY PROGRAM

 It took 72 HOURS for points to get credited

 Limited visibility/ information of payback points
 Delay in query resolution as dependency on payback led to delay in query resolution
 No carry bag reimbursement.
 Partially card less program
 Payback member portal (payback.in) for checking past transactions, updating profile

FEATURES OF NEW CARD LOYALITY PROGRAM

 We can redeem points immediately on the next bill

 Quick & easy method for customers & CSD to check all details relating to points
earned, redeemed & expiry directly at capillary
 Ease of customer service now all queries can be instantly resolved/ answered through
in house all Centre
 Paper carry bag reimbursement for all 5 & 7 star members for entire amount
 Completely cashless program

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Items 2017 (in crs.) 2016 (in crs.)

Revenue 6633 6060

EBITDA 476 405

PAT/LAT 54 -110

A snapshot of the financial performance of the company

Sales - 2017, 2016

6060

SALES

6633

5700 5800 5900 6000 6100 6200 6300 6400 6500 6600 6700

2016 (in crs) 2017 (in crs)

Earnings before Interest, Tax, Depreciation and

Amortization
(2017, 2016)

405
EBITDA

476

360 380 400 420 440 460 480 500

2016 (in crs) 2017 (in crs)

~ 34 ~
 Profit After Tax and Loss after Tax
(2017, 2016 Respectively)

-110
PAT/LAT
54

-120 -100 -80 -60 -40 -20 0 20 40 60 80

2016 (in crs) 2017 (in crs)

Rs. 476 Crores recorded an upsurge of 17.5% over the previous year (Rs. 405 Crores).
Most importantly, your Company turned profitable in FY17 with a Profit after tax of Rs.
54 Crores as against a loss of Rs. 110 Crores in FY16.

Highlights

 Sales has grown by 12% in 2018.

 EBITDA grows by 36% in 2018.
 66 new store added in 2018.
 46 franchised stores in FY 18 vs 28 in FY 17.
 Recognized as “MOST TRUSTED FASHION RETAILER” in the brand equity survey
of Economics Times, 2016-17.
 92% of sales came from loyal customers
 Around 300 million customers walk into our stores each year and choose products and
services supplied by over 30000 small, medium and large entrepreneurs and
manufacturers from across India

~ 35 ~
Stake Holders In Pantaloons

Employees

Department
Vendor
Manager

Pantaloons
Store
Government
Manager

Society Customer

a) Pantaloons is owned by Aditya Birla Fashion & Retail Ltd, previously it

was owned by “Future group”.
b) Sangeeta Pendurkar appointed CEO of ABFRL Pantaloons
c) Pantaloons have 5300 employees
d) It has ~30 million Loyalty Members as of 31st March 2019.

~ 36 ~
Departments in Pantaloons

Buying
Department

Marketing Planning
Department Department

Finance Admin
Department Department

HR
Department

~ 37 ~
~ 38 ~
 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.

~ 39 ~
About Trent

Established in 1998 as part of the Tata Group, Trent Ltd. operates Westside, one of India's
largest and fastest growing chains of retail stores.

The company has already established 151 Westside departmental stores measuring 8,000-
34,000 sqft in floor space across 82 cities. The Westside format offers a predominantly
exclusive brands model across women’s wear, menswear, kids’ wear, footwear, lingerie,
cosmetics, perfumes and handbags, household furniture and accessories. Well designed
interiors and prime locations enhance the customer’s shopping experience.

Trent ventured into the hypermarket business in 2004 with Star Bazaar, providing an
assortment of products made available at the lowest prices, aptly exemplifying its ‘Helping
you spend less’ motto. This store offers customers an array of products that include staple
foods, beverages, health & beauty products, consumer electronics and household items at the
most affordable prices. Star Bazaar also includes a large range of fashionable in-house
garments for men, women and children, available exclusively at the store.

~ 40 ~
 This store offers customers an eclectic array of products that include staple foods, beverages,
health and beauty products, vegetables, fruits, dairy products, consumer electronics and
household items at the most affordable prices. Star Bazaar also includes a large range of
fashionable in-house garments for men, women and children, exclusively available at the
store.

In addition, Landmark, one of the largest books & music retail chains was acquired by Trent
in 2005. Landmark sparked the trend of stocking curios & other gift items. What separates
Landmark from other stores of its kind is the range and depth of its stock.

Areas of Business:

 The Westside format offers an exclusive range of its own branded apparel and continues to
be the flagship business of the company.
 Trent Hypermarket operates in the ultra-competitive food, grocery and daily needs segment
under the Star banner.

~ 41 ~
This story began circa 1998 when The Tata's acquired Littlewoods – a London based
retail chain.

Westside offers a wide range of contemporary and exclusively designed apparel for the woman
of today. From the 9 to 9 collections of Wardrobe, the casual and confident LOV, the young,
edgy and colorful NUON, Diza and GIA for bold and curvy women, Wunderlove to enhance
your personal fashion quotient, the intricate collection of Vark, Bombay Paisley with its range
of quirky ethnic wear for youth, Zuba with its fine silk weaves or the forever favorite Utsa -
Westside has something for every trend conscious woman.

Keeping up with the latest trends in fashion, Westside has a vast and versatile array of apparel
for men. Westside for men includes brands like NUON, Westsport, Ascot, ETA &
WES. Offering functional yet stylish men's apparel, Westside’s collection includes comfortable
linen & cotton shirts, casual and chic crew neck tees, cargo pants, contra formal clothing and
beyond.

Revealing the secret to having the best-dressed children in the playground, parents can style
their little ones with the Baby HOP, HOP and Y&F ranges from Westside which has
everything from denims and polo tees to cute puff sleeve t-shirts & dresses.

Established in 1998 and part of the Tata group, Trent is headquartered in Mumbai but has pan-
India operations. Trent operates Westside, one of India’s largest and fastest growing retail
chains.

~ 42 ~
The company has already established 151 Westside stores measuring 8,000-34,000 sq. ft.
across 82 cities. The Westside format offers an exclusive range of its own branded fashion
apparel and continues to be the mainstay of the retailing business of the company. Some of the
departments include women’s wear, menswear, kids’ wear, footwear, cosmetics, perfumes and
handbags, household furniture accessories, lingerie, and gifts.
Our mission is to create value for all our stakeholders

In order to achieve this goal, we shall develop a comprehensive understanding of their needs,
strive to win their confidence, and offer them best-in-class products and services at affordable
prices.

We shall always be in the forefront of fashion and services by anticipating and exceeding the
expectations of our customers.

We will continue to scale new heights of excellence through teamwork. Our leadership will be
the product of our styling, quality and service consciousness. We will continue to scale new
heights of excellence through teamwork, in an atmosphere that encourages creativity and
innovativeness.

It is our policy to satisfy our customers with the range, quality and value of the products we
offer. However, if they are dissatisfied with any item that they might have purchased we would
take the necessary measures to assist them.

We expect our customers to return unused merchandise along with its receipt within 30 days;
we would exchange the returned items or give our customers a complete refund. In the event
that they do not have the receipt we would offer them an exchange or provide them a gift
voucher to the current or last known selling price.

Our vision is to Design and deliver fashion brands

We have complete confidence in the quality of our merchandise however should our customers
have any grievances, we would be happy to address them once they are brought to our
attention.

~ 43 ~
PRODUCTS OFFERED BY WESTSIDE

MEN’S WEAR: -

 CASUAL WEAR
 ASCOT
 ETA
 WESTSPORT
 NUON
 STUDIOFIT
 SOLEPLAY
 BODYBASICS
 MEN’S FORMAL
 WES

WOMEN’S WEAR: -

 CASUAL WEAR
 L.O.V
 NUON
 SASSY SODA
 WUNDERLOVE
 STUDIOFIT
 ETHNIC WEAR
 BOMBAY PAISLEY
 GIA
 UTSA
 WARDROBE
 VARK
 ZUBA
 DIZA

~ 44 ~
KIDS WEAR: -

 BABY HOP
 HOP
 UTSA KIDS
 Y&F

ACCESSORIES: -

 HAND BAG
 FOOTWEAR
 STUDIO WEST

~ 45 ~
SERVICE OFFERED BY WESTSIDE

Club west

Clubwest is a two-tier program, which consist Clubwest Classic and Clubwest Gold.

Clubwest Classic

Enroll into Clubwest Classic by paying a nominal one-time fee of Rs. 199.

Clubwest Gold

A purchase of Rs.5000 on the same day and a one-time fee of Rs.199 entitles you to a
membership into Clubwest Gold.

~ 46 ~
 Introducing Clubwest

At Westside, we have always believed in providing our customers with the finest shopping
experience. Introducing Clubwest an extraordinary rewards program designed exclusively for
Westside regulars like you. We have made shopping with us a rewarding experience!
To get a Clubwest membership, contact the Clubwest desk at the nearest Westside store.

Benefits of your card

Exclusive Privileges for Classic & Gold members

 Earn every time you Shop : Gold card members earn 1 point on every 100 Rupees spend.
Classic card members earn 1 point on every 135 Rupees spend

 Redeem your points : 1 clubwest point = Re 1

 Clubwest Exclusives : Enjoy exclusive offers, discounts, gifts and privileges from time to time
across a range of lifestyle products and services besides privileges at stores.

 Birthday Discount : A 20% discount* that you can use for a one-time up-to-Rs.20000
shopping spree in your birthday month. Click here for more details

 No-question Exchanges : If you are not satisfied with the quality of something you have
bought, simply bring it back to our store, and we will exchange it, no questions asked.

 Free home delivery for alterations on purchases over Rs.2500

 Invites to exclusive events

 Clubwest cards are now accepted across All Landmark stores.

~ 47 ~
INTERNSHIP SUMMARY

1. Store layout: - The store has 1 entry gate and 1 exit gate, The store has 5,300 sq. Ft. Of
total area that is divided into 5 department that is women’s western dept., woman’s
ethnic dept., kid’s dept., men’s dept. And non-apparel dept., 1 back office, 1 fun zone,
warehouse and CSD dept., and one billing section. The billing section and CSD is
situated in women’s dept. There are total 2 Trial rooms out of the 1 is situated at men’s
dept. And other 1 is situated in woman’s dept. And each trial room contains 4
individual rooms.

2. Product knowledge: - There are total 40 brands in apparel section including pantaloons
and non-pantaloons brands out of them 32 is pantaloons brands and 5 is non-pantaloons
brands in apparel, and in non- apparel section there is 2 brands for footwear.

3. Footfall and sales amount: - In normal day 900 to 1100 customer visits the store and
out of them 200 to 300 customers used to purchase something. In sales period and
weekends 5000 to 8000 customer used to visit the store. The store approximately does a
business of 2 lakh to 3.5 lakh rupees in normal days and in sales and weekend the store
does business of 17 lakhs to 25 lakh rupees.

4. Coding: - There are different codes for employees to understand what is the discount
rates on the products and it denoted as “A, B, C, D, E, F, G, H”. In kid’s sec “A” means
Rs.99, “B” means RS.199 and as follows, and in other departments “6” means 30%
discount, “8” means 40% discount, “10” means 50% discount and as follows.

5. Visual merchandising: - It is one of the main component of marketing, as it depends to

attract customers. There is signage, mannequin, hanging signage, levels, standing
signage, banners and hoardings to give customers a knowledge about price and offers.

~ 48 ~
6. Customer handling: - Attended customers by saying NAMASTEY to them at first
then given them shopping bags and then ask them what do they want, then show them
those products then tell them about the offers that is going on in the store and pitch
them for buying other products from other departments. Attended 40+ customers per
day and on Saturday, Sunday handled 80+ customers. On the whole 4000+ customer
handled.

7. Calling to VIP customers: - During EOSS period I called VIP customers and told
them about the offers is going on in the store and ask them whether they would be
available to come and visit our store. During EOSS period I called 167+ VIP customers
and invited them into the store.

8. Staff management: - Sometimes I used to manage other staff members of my

department when DM told me to do so. I have to manage 8 other staff members in that
process, whom will be going for lunch and tea breaks at what time.

9. Hard tagging and soft tagging: - I have done HARD TAGGING AND SOFT
TAGGING on the products in warehouse which was came recently in our store. After
tagging they are ready to put in the floor.

10. Billing: - Billing is the most important part here, at first I have to greet customers by
saying NAMASTEY and then asked for their contact no as it is their green card
registered no. After that I scan all the products and asked them to give the feedback
about shopping experience and after that asked them about carry bag then asked them
for the payment mode and after completing transaction give them the bag by removing
tags from the products. When billing is close then head cashier have to count the cash
have with him and match them with the transactions and then move into the cash room.

11. Product segregation: - Product segregation is maintaining the products by size and
colors in the hanger, wall and in the table.

~ 49 ~
12. Customers service desk: - In CSD section I have done alteration bills, exchange
products and tried to solve customer’s problem and gift wrapping.

13. Approach customers for feedback: - Taken feedback from customers who didn’t
purchased any product from the store by asking them their problem that they end up not
buying any product from the store. Taken 4 feedbacks daily for 7 days by approaching
10+ customer’s minimum.

14. Ware house management: - learned about how company manage warehouse from
ware executive. Company sends notice to ware house manager 7 days prior that new
stock will be send to the store and after receiving the products ware house manager
count them and done the accounting in their software and send the products in the ware
house for further work like Hard tagging and soft tagging and placed them in their
places and put them in the store as per their needs. If there is any defective product or
missing product, then ware house executive have to inform that to company.

15. Store timings: - Store opens at 11.00 AM and there are two shifts. 1.- from 7.30 PM,
2.- from 11.00 PM. Closing time is 10.00 PM for customer and 10.30 PM for staff or
after completion of their work.

~ 50 ~
~ 51 ~
 Literature
Review

Researcher, Article
Year and Journal Objective Method Results Gap
2006 Memon, “Garment Lifestyle To trace the Survey based This work considered only two This study
Retailing Stores: Vis á Vis impact of private Research. retail brands Westside and concentrated

Impact of Private Labels: A level brands on Used simple Pantaloons in Ahmedabad city only on Private
Labels whereas
Paradigm Shift”, retailing dealing random and accepted the hypothesis that
the present study
in garments. sampling people are ready to switch over to
The Icfai Journal of focuses also on
technique. other brands if the same facilities
Marketing Management, National brands.
are available.
Vol. 5(3), pp. 54-69. The study was
limited only to
Ahmedabad.

~ 52 ~
2007 Vyas, P H (2007), “Sales To find the Survey 1) Found that seasonality affects This study
Promotions practices in importance of based apparel sector and hence it concentrated on

Apparel retail sector and ‘End of Season Research. becomes critical for a retailer to the retailers as
respondents and
Challenges Ahead”, Sale for Apparel Used clear off the stocks at the end of
not the end
Retailers’. Stratified season. Otherwise he may have to
W.P No.2007- 11-02, consumers unlike
sampling incur substantial inventory
IIMA. the present
technique. carrying costs, allocate scarce
study.
shelf space and out of fashion
apparels may be worthless and
remain unsold forever.

It was also pointed out in the

study that in terms of consumer
sales promotions, almost
everyone used discount coupons
and few used lucky draws,
contests, gifts, type of promotion.

~ 53 ~
2009 Goyal, B. B. and 1) To identify Survey based 1) Found that any type of retail This study
Aggarwal, Meghna, the relative Research. format is suitable for Health and analyses whole

“Organized Retailing in importance of Used Beauty Care Services and of consumer

Catering Services products and is

India- An Empirical Study the various convenience
not specific.
of Appropriate Formats consumer sampling
2) Found that the most
and Expected Trends”, products that method.
appropriate retail formats for
consumers
Global Journal of Business each segment which are as
purchase at
Research, Vol. 3(2), pp. 77- follows: Food and grocery-
organized retail
83. Supermarket; Health and beauty
outlets. care services-Supermarket;
2) To know the Clothing and Apparels’- Mall;
appropriate Books; Music and Gifts-
retail formats Convenience store and Mall;
for each of the Catering services-Mall;
selected items. Entertainment-Mall; Watches-
Hypermarket; Pharmaceuticals-
Hypermarket; Mobile,
accessories & Services-
Hypermarket; Foot wares-
Departmental store.

~ 54 ~
2010 Kamaladevi, B. (2010), To assess the Secondary Found that even though there are This study

“Customer Experience influence of Research using more branded products and concentrated on

brand perceptions past literature services available now than at influence of brand
Management in
perceptions and
Retailing”, on the customer’s from various any time in the past, yet customer
was general in
retail experience. Journals. satisfaction is on a downward
Business Intelligence nature.
slide
Journal , Vol. 3(1), pp.
37-54.

2010 P. Vikkraman; and N. To analyse the Survey based The study infers that the factors This concentrated
Sumathi, “Purchase purchase Research. namely self concept need for only on fashion

Behavior in Indian behaviour among Used uniqueness directly influence apparels.

Apparel market: an the Indian convenient clothing interest and indirectly

analysis”, consumers for sampling influence the purchase intention
fashion apparels technique. in the case of global and local
Zenith International
regarding the brands. Clothing interest and
Journal of Business
global and local emotional value are the other
Economics &
brand in the important predictors of the
Management Research,
apparel industry. purchase intention.
Vol. 2(2), pp. 1-12.

~ 55 ~
2011 Krishna C. V, To find the Survey based 1) The study concluded that, four This study
“Determinants of consumer determinants research using aspects namely brand image, concentrated only

buying behavior: which affect the a structured sales promotion offers, design on Private label
brands.
an empirical study of consumer’s questionnair and store atmospheric are the

private label brands in preferences for e. Used primary aspects affecting

apparel private level simple consumer preferences for private

retail”, brands. random level brands.

sampling
Vilakshan: The Ximb 2) The study also concluded that
technique.
Journal of Management, demographic aspects namely

Vol. 8(2), pp. 43- occupation of the consumer and

social class of the consumer has
56.
no effect on the consumer
buying behavior in choosing
private label brands.

2012 Satnam, Kour Ubeja and 1) To identify the Survey based 1) Found four new factors which This study
D.D Bedia , factors of sales research. Used have an impact on customer concentrated on
effect of Sales
“ Customer Satisfaction in promotion simple random satisfaction namely; luck by
Promotions on
Shopping Malls: An schemes on sampling chance, warranty, monetary and
customer
Empirical Study”, customer technique. quality benefit, and finally
satisfaction. This
satisfaction with exchange offers.
Pacific Business Review study is a general
reference 2) Found that the average
International Vol. 5(2), study

~ 56 ~
 pp. to shopping customer of Jabalpur and Gwalior concentration g

60-71 malls. 2) To asses city was not very sale promotion on all types of

conscious. mall based

the effects of
retailers.
Sales Promotion 3) Found that females are more
schemes on conscious about sales promotions
customer which are related to on the spot
satisfaction with offers in shopping malls.
reference to 4) Found that males are
various conscious about Sales
demographic Promotions but only in monetary
variables. and quantity benefits.

2012 C.V.Krishna, Manjusmita 1) To study the Used random 1) The results of the study showed This study
Dash, “Consumer consumer sampling that price has the most influence focused only on

preferences towards Private preferences method and on overall preference as compared Private label
brands.
Label Brands in Indian towards private the research to other parameters such as
Apparel Retail label apparel design used is quality, design and availability.
– A Pilot Study”, brands. experiment al
international Journal research
of Research in design.
Management,
Vol.2(2),pp.87-96.

~ 57 ~
2013 Catherine S , Vijalakshmi To find out the Survey based 1) Found that male shoppers and This study
M and R.Magesh (2013), “ process of in- research. female shoppers varied in their focussed only on

In- store decisions of Used simple attitude towards in- store one apparel retail
outlet namely
Store Decisions of shoppers in a random promotional activities.
Classic Polo
Shoppers in a Leading leading apparel sampling 2) Found that there exists a
Showroom in
Apparel Showroom”, showroom. Technique. strong relationship between in-
Coimbatore.
store merchandise and intention
Tactful Management
to purchase
Research Journal, Vol.
apparels.
1(5), pp. 1-8.

2002 Kincade, D H, Woodard, G 1) Studied Survey based It was found that monetary This study
A, Park, “Buyer – seller buyer–seller Research. support was regarded as the most focused on the

relationships for Used Stratified important promotional support. perceptions of the

relationships for
retailers and not
promotional support in the promotional sampling
on the
apparel sector”, support in the technique.
perceptions of
apparel sector
International Journal of Individual
which customers
Consumer Studies, Vol.
was regarding sales
26(4), pp. 294 -
critical promotions. The
302.
for study did not find
success. out the impact of
sales promotion

~ 58 ~
2) The purpose on buying

of the study was behavior

to describe the
promotional
activities offered
to apparel
retailers by
manufacturers.
3) The study
was trying to
find out the
retailer’s
perceptions of
the offering
frequency and
importance of
the
promotion
al
support.

~ 59 ~
2003 Knox, S and Walker, To find the Survey based Found the existence of weak but This study

“Empirical developments impact of Research. significant relationship between focused on the

Customer Used simple the involvement and brand grocery retailers

in the measurement of
but current
involvement, brand loyalty Involvement on random loyalty in grocery markets.
study focuses
& their relationships in Brand Loyalty in sampling
on organized
grocery markets”, Journal grocery markets. technique.
apparel retail.
of Strategic
Marketing, Vol. 11, pp.
271-286.

2004 Moschis, Curasi and To study the Survey based 1) Found that older consumers are This study focused
Bellenger, “Patronage buying Research. very price- conscious, (with an only on the buying
behaviour of senior
motives of mature behaviour of Used often exacting memory for the
citizens.
consumers in the selection senior citizens. convenient prices of frequently purchased
of food and grocery random items necessitating food stores to
stores”, sampling use frequent price
technique. reduction promotions).
Journal of Consumer
Marketing, Vol. 21(2), 2) Found that senior citizens

pp. 123- enjoy interactions and prefer to

shop in a store where they can
133.
receive special assistance
services (such as valet parking,

~ 60 ~
 delivery assistance, carry-out
assistance, and refund policies).

2005 Miranda, Konya, and To find the Survey based Shoppers’ intention to remain This study
Havrila, “Shoppers’ factors Research. loyal to their “primary store” was focused on the

satisfaction is not the only influencing Used simple in fact influenced by reasons such grocery retailers
and not the
key to store loyalty”, shoppers loyalty random as frequent buyer-reward
apparel retailers.
towards their sampling schemes, travel distance,
Marketing Intelligence The focus was on
primary store. technique. preference for an in-store
& Planning, Vol. 23(2), the respondents’
delicatessen, size of the average
pp. 220- primary grocery
grocery bill, store signage and the
232. store and not
level of sale assistance. comparison of
different stores.

~ 61 ~
2005 Hyllegard, Eckman, To find the Survey based 1) The study focused that This study
Descals, and Borja, Spanish Research. specialty retailers' success in concentrated only

“Spanish consumers’ consumers Used international markets is on the Spanish

consumers'
perceptions of US apparel perceptions of convenient contingent upon their knowledge
perceptions of US
specialty retailers’ US apparel random of culturally- defined values,
apparel specialty
products & services”, specialty retailers sampling norms and behaviour that
retailers' products
products and technique. influence consumer decision
Journal of Consumer and services.
services. making and impact acceptance
Behaviour, Vol. 4(5), pp.
of
345-362.
products and services.
2) It was found that customers’
perception differed regarding
product quality, product
assortment, quality of customer
service etc.

~ 62 ~
2006 Visser, Preez and To find out the Qualitative Results indicated that The study

Noordwyk, “Importance importance of Research by merchandise and clientele were concentrated

apparel store means of eight perceived as the most important only on female
of apparel store image
consumers and
attributes: Perceptions of image attributes' focus groups. dimensions, followed by service;
was a qualitative
female consumers”, South as perceived by physical facilities were the least
study.
African Journal of female important.
Industrial Psychology, consumers.
Vol.
32(3), pp. 49-62.

2007 Yildirim et al, “The Effects To find the Used a The study revealed that This study
of the Store Window Type effects of a store questionnair e consumers seem to have a more concentrated

on Consumers' Perception window type on having Digital positive perception of flat only on the
effect of store
and Shopping Attitudes consumers’ Pictures of windows than arcade windows
window on
Through the Use of Digital perception of Store with respect to promotion,
Consumers'
Pictures”, store windows Windows merchandise and fashion.
Perception and
and shopping which
Gazi University Journal of Shopping
attitudes in the respondents
Science, Vol. 20(2), pp. 33- Attitudes.
context of retail had to rate on
40.
outlets. a seven point
Likert scale.

~ 63 ~
2009 Monica Gomez and Angel To find the Survey based 1) Found that familiarity, store This study
Fernandez, “Consumer- impact of a wide Research. brand loyalty, proximity, price– focused only on

Level Factors That range of Used quality relationship, and intrinsic the consumer
attitude towards
Influence Store Brand variables on convenient cues have positive effects on
the retail store.
Proneness: An Empirical store brand random store brand proneness.
Study With Spanish purchases. sampling 2) Exploration (innovativeness
Consumers”, technique. and variety seeking) and
extrinsic cues have a negative
Journal of
effect on store brand attitude.
Euromarketing, Vol.
18(1), pp.
23-24.

2010 Jin and Kang (2010), “Face To understand Survey based Found that face saving, attitude, The study
or Subjective Norm? the purchase Research. perceived behavior control have concentrated only

Chinese College Students' intention of Used significant effect of purchase on college

students whereas
Purchase Behaviours Chinese college convenient intention whereas individual
the present study
towards Foreign Brand students toward random norms do not have significant
focuses on all the
Jeans”, foreign brand sampling impact toward purchase
age groups as
jeans. technique. intention.
Clothing and Textile well as
Research Journal, Vol. professions.

28(3), pp. 218-33. This study was

limited to the

~ 64 ~
 purchase
behaviour of
college
students
towards
foreign brand
Jeans.

2013 Min et al, “Personnel To find the Survey based 1) Customers’ perceptions of This study
Service, Consumption impact of store Research. A reflection and assurance focused only on

Emotion, and Patronage personnel customer significantly influence their Department

Stores whereas
Intention in Department service on intercept consumption emotion.
the current study
Stores”, consumptio n survey was 2) Happiness and arousal
focuses on all
emotion and conducted for significantly and positively
International Business formats of
patronage this study. The influence patronage intention.
Research, Vol. 6(3), pp. Organized
intention of samples were 3) Consumption emotion
21-32. Apparel retailers.
shoppers in customers of mediates between personnel This study
Department two service and patronage intention. concentrated on
Stores. Department the effect of
stores. quality of service
by store
personnel.

~ 65 ~
2013 Manilall, Chengedzai and To examine Data were 1) The findings of this study This study
Ryan, “Store Image Factors factors collected revealed that there are six key focused only on

Influencing Store Choice influencing the using a self store selection dimensions that sportswear
retailers in South
among Sportswear store selection administered play a crucial role in sportswear
Africa.
Consumers: Baseline choice among structured store selection. These are sales
Findings from South consumers of questionnaire. assistance, store atmospherics,
Africa”, sports apparel in Specifically, a store appeal, in-store induced
South Africa. mall intercept appeals, promotion or brand
Mediterranean Journal of
survey was availability and store
Social Sciences, Vol. 4(14),
conducted for accessibility. Among these six
pp.
this study. factors, sales assistance emerged
359-370
as the most important factors and
store atmospherics emerged as
the least important factor to
consumers of sports apparel.
2) The study also revealed that
gender has an insignificant
impact in determining store
choice.

~ 66 ~
 Statement of the
Problem

As retail is a growing industry in India with a rate of about 13% and very recently FDI is
also allowed in both single and multi-brand retailing to boost the growth further. This will
lead to more number of competitors in the market. As the competition increases, retaining
customer becomes very difficult for any of the firm. Therefore, an effort will be made
with this study to understand customer perception and their satisfaction towards the
services provided by the Pantaloons to its customers. The study also focused on assessing
the brand awareness in the minds of its customers and to identify the shopping experience
and level of satisfaction.

PANTALOON RETAIL (INDIA) LIMITED believes in satisfactory delivery of

service quality to the customer, but due to unknown reasons that the customer satisfaction
analyzed by the company is not up to the mark. The company intends to find out the
causes and remedies for the low customer satisfaction.

~ 67 ~
 Objectives of
the study

The following are the objectives of the study solve the problem. They are :

a. To understand the customer profile.

b. To assess the brand awareness of Pantaloons in the minds of the customers.
c. To identify the competing retail stores for Pantaloons.
d. To study the shopping experience and the level of satisfaction at Pantaloons
store.
e. To identify the problems faced by the customers at Pantaloons
and to suggest suitable measures to the company.

~ 68 ~
 Scope of
the study

The scope of this study is limited to the customer satisfaction, products of others in
comparison to Pantaloons and customer expectations from Pantaloons and the impact of
sales strategies adopted by Pantaloons to strengthen the customer relationship.

Since it is one of the leading players of retail fashion outlet, the future researchers can
focus their studies on different angles of Pantaloons and its products such as marketing
share, pricing strategies, market segmentation and so on.

~ 69 ~
 Limitation of
the study

i. The results of the study cannot to be generalized as the data collected

for the study limited to Ghandhinagar city only.
ii. Since the data will be collected from the respondents through
questionnaire, the information may be biased depending upon the
opinions of the respondents at that point of time.
iii. Time is the biggest constraint because the study period is just 45 days.
iv. Respondent attitude may change time to time.

~ 70 ~
~ 71 ~
 RESEARCH
METHODOLOGY

According to Random and Mory, “Research is a systematize effort to gain new

knowledge” According to Francis Rummel, “Research is a careful inquiry or
examination to discover new information or relationships and to expand and verify
existing knowledge”

The methodology adopted for the present study was focus discussion, interview and
close observation through in-house study. Since the project is based on action research it
was necessary to build rapport to collect maximum information from the Customers.
Hence the research spent considerable time with the people who reside in city. The main
focus was to do with the assessing the satisfaction level of customer and explore the
possibility of more sound arrangement of disseminating outlook information system.

Research can be define as “ Logical and systematize application of fundamentals of

science to the general and overall questions of the study, and scientific techniques which
provide precise tools, specific procedures and technical rather than philosophical means
for getting and ordering the data prior to their logical and manipulation”

The process used to collect information and data for the purpose of making business
decisions. The terminology may include publication research interviews, surveys and
other research techniques, and could include both present and historical information.

~ 72 ~
 Market Research

Market research is the function which likes the consumers, customers & public the
marketer through information which is used to identify & define market opportunities &
problems, generate, refine & evaluate market action; monitor market performances &
improve understanding of marketing as a process.

Market Research

Exploratory Conclusive
Research Research

2. EXPLORATORY RESEARCH

It seeks to discover new relationships. All marketing research projects start with it. This
is a preliminary phase & is absolutely essential in order to obtain a proper definition of
problems at hand. The major emphasis is on the discovery of ideas & insight.

Exploratory research looks for hypothesis in well-established fields of study.

Hypothesis usually comes from ideas developed in previous researches or are delivered
from theory. Hypothesis is tentative answer to the question that serves as guide for most
of the research projects.

~ 73 ~
Qualitative research: Qualitative research was done using in-depth interview method. In
depth interview of customers who are purchasing in pantaloons and westside.

Primary data
Primary data is the new or fresh data collected from the respondents
through direct interview using a pre-structured questionnaire..

 Close observation
 Survey conduction
 Personal Interview

Secondary data

Secondary data may be obtained from many sources, including literature, industry
surveys, compilations from computerized databases and information systems, and
computerized or mathematical models of environmental processes.

 Internet
 Books
 Company website
 Computerized Database : Full text like Pro-quest,
Shodhganga.

3. CONCLUSIVE RESEARCH

This research is used to test specific hypotheses and examine relationships. Conclusive
research design, as the name implies, is applied to generate findings that are practically
useful in reaching conclusions or decision-making. In this type of studies research
objectives and data requirements need to be clearly defined.

Findings of conclusive studies usually have specific uses. Conclusive research design
provides a way to verify and quantify findings of exploratory studies. Here Conclusive
research was conducted by Descriptive survey; in descriptive survey cross sectional design
was used and in cross sectional, single cross sectional was used.

~ 74 ~
Descriptive research

To describe the characteristics of market relevant group, such as consumers, salespeople,

organizations, or areas. To estimate the percentage of units in a specified population
exhibiting a certain behavior.

Single cross-sectional design

Involve the collection of information from any given sample of population elements one .

Target population

Population Customer at Pantaloons and

Westside store.

Sampling unit Customer at Pantaloons and

Westside store.

Sampling element Customer at Pantaloons and

Westside store.

Extent Ghandhinagar, Gujarat.

Sampling Frame Not Applicable

Time May to June 2019

~ 75 ~
Sampling technique
Non probability convenience sampling method was used in this research.

Sample size
150 The sample was collected from Ghandhinagar city.

Scaling techniques
non-comparative scaling techniques were used in this project. In non-comparative scale
we have used likert scale like 1= strongly disagree, 5= strongly agree.

Tools of data collection

Primary data was collected with the help of structured questionnaire. Statements of the
questionnaire were extracted through extensive literature review.

Interviewing method of data collection

Personal interview.

Types of questions

Structured questions : multiple choice, dichotomous questions and likert scale

Data analysis

Descriptive statistics, Frequency analysis, Chi-square, Independent sample T- test

were used in this research for testing hypothesis.

~ 76 ~
Software for data analysis

MS Excel and SPSS (Stastical Package for Social Science) both were used in this
research.

Research Type:- Descriptive

Data collection method Primary

Research approach Survey Method

Research Instrument Structured Questionnaire

Type of question Close ended

Contact Method Personal

~ 77 ~
~ 78 ~
~ 79 ~
Reliability Analysis :

Reliability Statistics
Cronbach's N of
Alpha Items
.981 38

Reliability refers to the extent to which a scale produces consistent results, if the
measurements are repeated a number of times. The analysis on reliability is called
reliability analysis. Reliability analysis is determined by obtaining the proportion of
systematic variation in a scale, which can be done by determining the association
between the scores obtained from different administrations of the scale.

The association in reliability analysis is high; which is .981 the value of alpha is more
than the desired value which shows that the association among the variables is high,
from N=38, the scale yields consistent results and is therefore reliable.

~ 80 ~
~ 81 ~
Q.1] What is your first preference while buying products from organized
retail outlets ?

Frist preference buying product from outlet

Frequenc Percent Valid Cumulative
y Percent Percent
Pantaloon
75 50.0 50.0 50.0
s
Valid
Westside 75 50.0 50.0 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that first preference buying product from outlet of 50
% which is pantaloons, and first preference buying product from outlet is 50% which is
westside,

~ 82 ~
Q.2] From which source made you buy products from this outlet ?

Which source buy product from outlet

Frequenc Percent Valid Cumulative
y Percent Percent
internet 6 4.0 4.0 4.0
advertisemen
23 15.3 15.3 19.3
t
Valid hoardings 5 3.3 3.3 22.7
friends 104 69.3 69.3 92.0
relatives 12 8.0 8.0 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that which source buy product from outlet of 4% which
is internet source, preference of first preference buying product from outlet 15.3% which is
advertisement source, preference of first preference buying product from outlet is 3.3%
which is hoarding source, preference of first preference buying product from outlet is 69.3%
which is the friends and preference of first preference buying product from outlet is 8%
which is relatives.

~ 83 ~
Q.3] How often do you visit in this outlet ?

Often visit this outlet

Frequenc Percent Valid Cumulative
y Percent Percent
Routine 20 13.3 13.3 13.3
On the basis of
104 69.3 69.3 82.7
Valid requirement
Occasionally 26 17.3 17.3 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that often visit this outlet of 13.3% which is routine,
preference of often visit this outlet 69.3% which is on the basis of requirement, preference
of first preference often visit this outlet is17.3% which is occasionally.

~ 84 ~
Q.4] What is the purchase value of every visit ?

purchase value every visit

Frequenc Percent Valid Cumulative
y Percent Percent
less than 1,000 1 .7 .7 .7
1,100-10,000 21 14.0 14.0 14.7
11,000-20,000 96 64.0 64.0 78.7
Valid
21,000-30,000 26 17.3 17.3 96.0
more than 31,000 6 4.0 4.0 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that purchase value every visit of 0.7 % which is less
than 1,000 Rs, preference of purchase value every visit is 14% which is 1,100-10,000 Rs,
preference of purchase value every visit is 64% which is 11,000-20,000, preference of
purchase value every visit is 17.3% which is 21,000-30,000 and preference of purchase
value every visit is 4% which is more than 31,000.

~ 85 ~
Q.5] Mode of payment on purchase ?

mode of payment
Frequenc Percent Valid Cumulative
y Percent Percent
cash 89 59.3 59.3 59.3
plutus 33 22.0 22.0 81.3
e gift voucher 11 7.3 7.3 88.7
Valid mobile
14 9.3 9.3 98.0
wallets
gift voucher 3 2.0 2.0 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that mode of payment 59.3 % which is cash, preference
of mode of payment is 22% which is plutus, preference of mode of payment is 7.3% which
is the e-gift voucher, preference of mode of payment is 9.3% which is mobile wallets and
preference of mode of payment is 26.7% which is gift voucher.

~ 86 ~
Q.6] I receive regular updates on ?

receive regular updates

Frequenc Percent Valid Cumulative
y Percent Percent
Offers 119 79.3 79.3 79.3
festival
9 6.0 6.0 85.3
bonanzas
Valid
Discounts 18 12.0 12.0 97.3
clearance sale 4 2.7 2.7 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that receive regular updates factor of 79.3 % which is
offers, preference of receive regular updates is 6% which is festival bonanzas, preference of
receive regular updates is 12% which is the discounts, preference of receive regular updates
is 2.67% which is the clearance sale.

~ 87 ~
Q.7] The reason for purchasing from the same shop ?

purchasing same shop

Frequency Percent Valid Cumulative
Percent Percent
large variety of product 30 20.0 20.0 20.0
the service provided is
65 43.3 43.3 63.3
good
reasonable price 12 8.0 8.0 71.3
Valid
good store environment 28 18.7 18.7 90.0
parking facilities 1 .7 .7 90.7
convenient location 14 9.3 9.3 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that purchasing same shop factor of 20% which is large
variety of product, preference of purchasing the same shop is 43.3% which is the service
provide is good, preference of purchasing the same is 8% which is the reasonable price,
preference of purchasing same shop is 18.67% which is good store environment, preference
of purchasing same shop is 0.67% which is the parking facilities and preference of
purchasing same shop is 9.33% which is the convenient location.

~ 88 ~
Q.8] Will you recommend the store to others ?

recommend store to others

Frequenc Percent Valid Cumulative
y Percent Percent
yes 135 90.0 90.0 90.0
Valid no 15 10.0 10.0 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that recommend store to others factor of 90 % which is
yes, preference of recommend to others is 10% which is no.

~ 89 ~
Q.9] The following statements are related to customer perception towards
online shopping, kindly give your review using the following scale:

Factor 1 : Tangibility
1.1) The makes me feel good and welcoming

Frequency Percent Valid Cumulative

Percent Percent
strongly disagree 1 .7 .7 .7
Disagree 4 2.7 2.7 3.3
neither agree not
16 10.7 10.7 14.0
Valid disagree
Agree 89 59.3 59.3 73.3
strongly agree 40 26.7 26.7 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that factor of 0.7 % which is strongly disagree,
preference of is 2.7% which is Disagree, preference of is 10.7% which is the neither agree
not disagree, preference of is 59.3% which is the agree and preference of is 26.7% which
is the strongly agree

~ 90 ~
1.2) The staffs in this outlet are dressed appropriately

staff dressed appropriately

Frequency Percent Valid Percent Cumulative
Percent
strongly disagree 1 .7 .7 .7
disagree 6 4.0 4.0 4.7
neither agree not disagree 22 14.7 14.7 19.3
Valid
agree 72 48.0 48.0 67.3
strongly agree 49 32.7 32.7 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that staff dressed appropriately of 0.7 % which is
strongly disagree, preference of staff dressed appropriately is 4% which is Disagree,
preference of staff dressed appropriately is 14.7% which is the neither agree not disagree,
preference of staff dressed appropriately is 48% which is the agree and preference of staff
dressed appropriately is 32.7% which is the strongly agree.

~ 91 ~
1.3) The outlet has a morden appearance.

morden appearance
Frequenc Percent Valid Cumulative
y Percent Percent
strongly disagree 1 .7 .7 .7
Disagree 5 3.3 3.3 4.0
neither agree not
21 14.0 14.0 18.0
Valid disagree
Agree 73 48.7 48.7 66.7
strongly agree 50 33.3 33.3 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that morden appearance factor of 0.7 % which is
strongly disagree, preference of morden appearance is 3.3% which is Disagree, preference
of morden appearance is 14% which is the neither agree not disagree, preference of morden
appearance is 48.7% which is the agree and preference of morden appearance is 33.3%
which is the strongly agree.

~ 92 ~
1.4) The physical facilities are visually appealing.

physical appealing
Frequency Percent Valid Percent Cumulative
Percent
strongly disagree 2 1.3 1.3 1.3
Disagree 5 3.3 3.3 4.7
neither agree not disagree 23 15.3 15.3 20.0
Valid
Agree 65 43.3 43.3 63.3
strongly agree 55 36.7 36.7 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that physical appealing factor of 1.3% which is
strongly disagree, preference of physical appealing is 3.3% which is Disagree, preference of
physical appealing is 15.3% which is the neither agree not disagree, preference of physical
appealing is 43.3% which is the agree and preference of physical appealing is 36.7% which
is the strongly agree.

~ 93 ~
1.5) Cleanliness and tidiness are important priorities of this store

cleanliness and tidiness

Frequency Percent Valid Percent Cumulative
Percent
strongly disagree 2 1.3 1.3 1.3
disagree 8 5.3 5.3 6.7
neither agree not disagree 18 12.0 12.0 18.7
Valid
agree 78 52.0 52.0 70.7
strongly agree 44 29.3 29.3 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that cleanliness and tidiness of 1.3 % which is strongly
disagree, preference of cleanliness and tidiness is 5.3% which is Disagree, preference of
cleanliness and tidiness is 12% which is the neither agree not disagree, preference of
cleanliness and tidiness is 52% which is the agree and preference of cleanliness and tidiness
is 29.3% which is the strongly agree.

~ 94 ~
1.6) Details of the products are neatly and correctly Displayed

displayed product are correctly

Frequency Percent Valid Percent Cumulative
Percent
strongly disagree 2 1.3 1.3 1.3
disagree 3 2.0 2.0 3.3
neither agree not disagree 26 17.3 17.3 20.7
Valid
agree 72 48.0 48.0 68.7
strongly agree 47 31.3 31.3 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that displayed product are correctly factor of 1.3 %
which is strongly disagree, preference of displayed product are correctly is 2% which is
Disagree, preference of displayed product are correctly is 17.3% which is the neither agree
not disagree, preference of displayed product are correctly is 48% which is the agree and
preference of displayed product are correctly is 31.3% which is the strongly agree.

~ 95 ~
1.7) Brands sold here are trustworthy.

brands are trustworthy

Frequency Percent Valid Percent Cumulative
Percent
strongly disagree 2 1.3 1.3 1.3
Disagree 1 .7 .7 2.0
neither agree not disagree 17 11.3 11.3 13.3
Valid
Agree 66 44.0 44.0 57.3
strongly agree 64 42.7 42.7 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that brands are trustworthy factor of 1.3 % which is
strongly disagree, preference of brands are trustworthy is 0.7% which is Disagree,
preference of brands are trustworthy is 11.3% which is the neither agree not disagree,
preference of brands are trustworthy is 44% which is the agree and preference of brands are
trustworthy is 42.7% which is the strongly agree.

~ 96 ~
1.8) The variety of brands sold here are from a wide range

brands sold a wide range

Frequenc Percent Valid Cumulative
y Percent Percent
Disagree 5 3.3 3.3 3.3
neither agree not
13 8.7 8.7 12.0
disagree
Valid
Agree 81 54.0 54.0 66.0
strongly agree 51 34.0 34.0 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that brand sold a wide range factor of 3.3 % which is
Disagree, preference of brand sold a wide range is 8.7% which is the neither agree not
disagree, preference of brand sold a wide range is 34% which is the agree and preference of
brand sold a wide range is 34% which is the strongly agree.

~ 97 ~
1.9) The quality of the retailer’s own brands is very high

own brands very high quality

Frequency Percent Valid Percent Cumulative
Percent
strongly disagree 1 .7 .7 .7
Disagree 4 2.7 2.7 3.3
neither agree not disagree 11 7.3 7.3 10.7
Valid
Agree 86 57.3 57.3 68.0
strongly agree 48 32.0 32.0 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that own brand very high quality factor of 0.7 % which
is strongly disagree, preference of own brand very high quality is 2.7% which is Disagree,
preference of own brand very high quality is 7.3% which is the neither agree not disagree,
preference of own brand very high quality is 57.3% which is the agree and preference of
own brand very high quality is 32% which is the strongly agree.

~ 98 ~
1.10) Layout in this outlet allows me to move around with ease

move around with ease this outlet

Frequenc Percent Valid Cumulative
y Percent Percent
strongly disagree 3 2.0 2.0 2.0
disagree 1 .7 .7 2.7
neither agree not
15 10.0 10.0 12.7
Valid disagree
agree 69 46.0 46.0 58.7
strongly agree 62 41.3 41.3 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that move around with ease this outlet factor of 2 %
which is strongly disagree, preference of move around with ease this outlet is 0.7% which is
Disagree, preference of move around with ease this outlet is 10% which is the neither agree
not disagree, preference of move around with ease this outlet is 46% which is the agree and
preference of move around with ease this outlet is 41.3% which is the strongly agree.

~ 99 ~
1.11) Price of the products is conspicuously displayed

price of product
Frequenc Percent Valid Cumulative
y Percent Percent
strongly disagree 2 1.3 1.3 1.3
Disagree 3 2.0 2.0 3.3
neither agree not
17 11.3 11.3 14.7
Valid disagree
Agree 81 54.0 54.0 68.7
strongly agree 47 31.3 31.3 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that price of product is 1.3% which is strongly
disagree, preference of price of product is 2% which is Disagree, preference of price of
product is 11.3% which is the neither agree not disagree, preference of price of product is
54% which is the agree and preference of price of product is 31.3% which is the strongly
agree.

~ 100 ~
1.12) I find products that I need without any difficulty

find product without difficulty

Frequency Percent Valid Percent Cumulative
Percent
strongly disagree 2 1.3 1.3 1.3
Disagree 2 1.3 1.3 2.7
neither agree not disagree 12 8.0 8.0 10.7
Valid
Agree 80 53.3 53.3 64.0
strongly agree 54 36.0 36.0 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that find product without difficulty factor of 1.3 %
which is strongly disagree, preference of find product without difficulty is 1.3% which is
Disagree, preference of find product without difficulty is 8% which is the neither agree not
disagree, preference of find product without difficulty is 53.3% which is the agree and
preference of find product without difficulty is 36% which is the strongly agree.

~ 101 ~
1.13) The outlet is characterized by a pleasant aroma

pleasant aroma outlet

Frequenc Percent Valid Cumulative
y Percent Percent
strongly disagree 4 2.7 2.7 2.7
disagree 2 1.3 1.3 4.0
neither agree not
14 9.3 9.3 13.3
Valid disagree
agree 84 56.0 56.0 69.3
strongly agree 46 30.7 30.7 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that pleasant aroma factor of 2.7 % which is strongly
disagree, preference of pleasant aroma is 1.3% which is Disagree, preference of pleasant
aroma is 9.3% which is the neither agree not disagree, preference of pleasant aroma is 56%
which is the agree and preference of pleasant aroma is 30.67% which is the strongly agree.

~ 102 ~
1.14) The announcements made in the outlet are loud and clear to
understand.

annoucements are loud and clear

Frequency Percent Valid Percent Cumulative
Percent
strongly disagree 2 1.3 1.3 1.3
disagree 4 2.7 2.7 4.0
neither agree not disagree 14 9.3 9.3 13.3
Valid
agree 61 40.7 40.7 54.0
strongly agree 69 46.0 46.0 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that factor announcement are loud and clear of 1.3%
which is strongly disagree, preference of announcement are loud and clear is 2.7% which is
Disagree, preference of announcement are loud and clear is 9.3% which is the neither agree
not disagree, preference of announcement are loud and clear is 40.7% which is the agree
and preference of announcement are loud and clear is 46% which is the strongly agree.
Factor 2 : Reliability

~ 103 ~
2.1) It is very safe transecting with this outlet.

safe transacting
Frequency Percent Valid Percent Cumulative
Percent
strongly disagree 3 2.0 2.0 2.0
Disagree 2 1.3 1.3 3.3
neither agree not disagree 17 11.3 11.3 14.7
Valid
Agree 80 53.3 53.3 68.0
strongly agree 48 32.0 32.0 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that safe transacting factor of 2 % which is strongly
disagree, preference of safe transacting is 1.3% which is Disagree, preference of safe
transacting is 11.3% which is the neither agree not disagree, preference of safe transacting
is 53.3% which is the agree and preference of safe transacting is 32% which is the strongly
agree.

~ 104 ~
2.2) I experience error free sales transactions always

error free sales

Frequency Percent Valid Cumulative
Percent Percent
strongly disagree 3 2.0 2.0 2.0
disagree 3 2.0 2.0 4.0
neither agree not
23 15.3 15.3 19.3
Valid disagree
agree 65 43.3 43.3 62.7
strongly agree 56 37.3 37.3 100.0
Total 150 100.0 100.0

Interpretation
From the above pie chart we can say that error free sales factor of 2 % which is strongly
disagree, preference of error free sales is 2% which is Disagree, preference of error free
sales is 15.3% which is the neither agree not disagree, preference of error free sales is
43.3% which is the agree and preference of error free sales is 37.3% which is the strongly
agree.

~ 105 ~
2.3) Parking facility down here is adequate.

parking facility
Frequenc Percent Valid Cumulative
y Percent Percent
strongly disagree 2 1.3 1.3 1.3
Disagree 9 6.0 6.0 7.3
neither agree not
13 8.7 8.7 16.0
Valid disagree
Agree 87 58.0 58.0 74.0
strongly agree 39 26.0 26.0 100.0
Total 150 100.0 100.0

Interpretation
From the above pie chart we can say that parking facility factor of 1.3 % which is strongly
disagree, preference of parking facility is 6% which is Disagree, preference of parking
facility is 8.7% which is the neither agree not disagree, preference of parking facility is
58% which is the agree and preference of parking facility is 26.% which is the strongly
agree.

~ 106 ~
2.4) Billing is fast at this store

billing is fast
Frequency Percent Valid Cumulative
Percent Percent
strongly disagree 2 1.3 1.3 1.3
Disagree 8 5.3 5.3 6.7
neither agree not
13 8.7 8.7 15.3
Valid disagree
Agree 65 43.3 43.3 58.7
strongly agree 62 41.3 41.3 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that billing is fast factor of 1.3 % which is strongly
disagree, preference of billing is fast is 5.3% which is Disagree, preference of billing is fast
is 8.7% which is the neither agree not disagree, preference of billing is fast is 43.3% which
is the agree and preference of billing is fast is 41.3% which is the strongly agree.

~ 107 ~
Factor 3 : Responsiveness
3.1) Adequate packers are available to expedite transactions

packers are available

Frequency Percent Valid Percent Cumulative
Percent
strongly disagree 3 2.0 2.0 2.0
disagree 4 2.7 2.7 4.7
neither agree not disagree 14 9.3 9.3 14.0
Valid
agree 84 56.0 56.0 70.0
strongly agree 45 30.0 30.0 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that packers are available factor of 2 % which is
strongly disagree, preference of packers are available is 2.67% which is Disagree,
preference of is 9.33% which is the neither agree not disagree, preference of packers are
available is 56% which is the agree and preference of packers are available is 30% which is
the strongly agree.

~ 108 ~
3.2) Suggestions are welcome at this outlet.

suggestions are welcome

Frequency Percent Valid Percent Cumulative
Percent
strongly disagree 2 1.3 1.3 1.3
disagree 12 8.0 8.0 9.3
neither agree not disagree 14 9.3 9.3 18.7
Valid
agree 67 44.7 44.7 63.3
strongly agree 55 36.7 36.7 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that suggestions are welcome factor of 1.3 % which is
strongly disagree, preference of suggestions are welcome is 8% which is Disagree,
preference of suggestions are welcome is 9.3% which is the neither agree not disagree,
preference of suggestions are welcome is 44.7% which is the agree and preference of
suggestions are welcome is 36.7% which is the strongly agree.

~ 109 ~
3.3) Customer complaints are acted upon promptly

customer complaints
Frequency Percent Valid Percent Cumulative
Percent
strongly disagree 3 2.0 2.0 2.0
Disagree 9 6.0 6.0 8.0
neither agree not disagree 14 9.3 9.3 17.3
Valid
Agree 68 45.3 45.3 62.7
strongly agree 56 37.3 37.3 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that customer complaints factor of 2 % which is
strongly disagree, preference of customer complaints is 6% which is Disagree, preference
of customer complaints is 9.33% which is the neither agree not disagree, preference of is
45.33% which is the agree and preference of customer complaints is 37.33% which is the
strongly agree.

~ 110 ~
3.4) Products are easily exchangeable if defects are found in the Quality

product easily exchangeable

Frequency Percent Valid Percent Cumulative
Percent
strongly disagree 4 2.7 2.7 2.7
Disagree 8 5.3 5.3 8.0
neither agree not disagree 10 6.7 6.7 14.7
Valid
Agree 66 44.0 44.0 58.7
strongly agree 62 41.3 41.3 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that product easily exchangeable factor of 2.67 %
which is strongly disagree, preference of product easily exchangeable is 5.33% which is
Disagree, preference of product easily exchangeable is 6.67% which is the neither agree not
disagree, preference of product easily exchangeable is 44% which is the agree and
preference of product easily exchangeable is 41.33% which is the strongly agree.

~ 111 ~
Factor 4 : Assurance
4.1) The staffs down here are polite

staff are polite

Frequency Percent Valid Percent Cumulative
Percent
strongly disagree 1 .7 .7 .7
disagree 5 3.3 3.3 4.0
neither agree not disagree 15 10.0 10.0 14.0
Valid
agree 67 44.7 44.7 58.7
strongly agree 62 41.3 41.3 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that staff are polite factor of 0.7 % which is strongly
disagree, preference of staff are polite is 3.3% which is Disagree, preference of staff are
polite is 10% which is the neither agree not disagree, preference of staff are polite is 44.7%
which is the agree and preference of staff are polite is 41.3% which is the strongly agree.

~ 112 ~
4.2) Staff are always willing to help/assist customers

help/assist customer
Frequency Percent Valid Cumulative
Percent Percent
strongly disagree 5 3.3 3.3 3.3
disagree 6 4.0 4.0 7.3
neither agree not
12 8.0 8.0 15.3
Valid disagree
agree 69 46.0 46.0 61.3
strongly agree 58 38.7 38.7 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that help/assist customer factor of 3.33 % which is
strongly disagree, preference of help/assist customer is 4% which is Disagree, preference of
help/assist customer is 8% which is the neither agree not disagree, preference of help/assist
customer is 46% which is the agree and preference of help/assist customer is 38.67%
which is the strongly agree.

~ 113 ~
4.3) They do posses knowledge and information to answer customer
queries

answer customer queries

Frequency Percent Valid Percent Cumulative
Percent
strongly disagree 4 2.7 2.7 2.7
Disagree 4 2.7 2.7 5.3
neither agree not disagree 21 14.0 14.0 19.3
Valid
Agree 65 43.3 43.3 62.7
strongly agree 56 37.3 37.3 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that answer customer queries factor of 2.7 % which is
strongly disagree, preference of answer customer queries is 2.7% which is Disagree,
preference of answer customer queries is 14% which is the neither agree not disagree,
preference of answer customer queries is 43.3% which is the agree and preference of
answer customer queries is 37.3% which is the strongly agree.

~ 114 ~
4.4) Merchandise is always available here.

merchandise always available

Frequency Percent Valid Percent Cumulative
Percent
strongly disagree 4 2.7 2.7 2.7
disagree 5 3.3 3.3 6.0
neither agree not disagree 12 8.0 8.0 14.0
Valid
agree 71 47.3 47.3 61.3
strongly agree 58 38.7 38.7 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that answer customer queries factor of 2.67 % which
is strongly disagree, preference of answer customer queries is 3.33% which is Disagree,
preference of answer customer queries is 8% which is the neither agree not disagree,
preference of answer customer queries is 47.33% which is the agree and preference of
answer customer queries is 38.67% which is the strongly agree.

~ 115 ~
4.5) Facilities for cash withdrawal are conveniently situated here.

near by cash withdrawal facilities

Frequency Percent Valid Percent Cumulative
Percent
strongly disagree 4 2.7 2.7 2.7
Disagree 3 2.0 2.0 4.7
neither agree not disagree 12 8.0 8.0 12.7
Valid
Agree 81 54.0 54.0 66.7
strongly agree 50 33.3 33.3 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that near by cash withdrawal facilities factor of 2.67 %
which is strongly disagree, preference of near by cash withdrawal facilities is 2% which is
Disagree, preference of near by cash withdrawal facilities is 8% which is the neither agree
not disagree, preference of near by cash withdrawal facilities is 54% which is the agree and
preference of near by cash withdrawal facilities is 33.33% which is the strongly agree.

~ 116 ~
4.6) Customer’s properties are taken care by the store at free of cost

customer's properties taken care

Frequency Percent Valid Percent Cumulative
Percent
strongly disagree 5 3.3 3.3 3.3
Disagree 2 1.3 1.3 4.7
neither agree not disagree 13 8.7 8.7 13.3
Valid
Agree 65 43.3 43.3 56.7
strongly agree 65 43.3 43.3 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that customer properties taken care factor of 3.3%
which is strongly disagree, preference of customer properties taken care is 4.7% which is
Disagree, preference of customer properties taken care is 13.3% which is the neither agree
not disagree, preference of customer properties taken care is 43.3% which is the agree and
preference of customer properties taken care is 43.3% which is the strongly agree.

~ 117 ~
4.7) Service here is good value for money

service good value for money

Frequency Percent Valid Percent Cumulative
Percent
strongly disagree 3 2.0 2.0 2.0
disagree 5 3.3 3.3 5.3
neither agree not disagree 12 8.0 8.0 13.3
Valid
agree 66 44.0 44.0 57.3
strongly agree 64 42.7 42.7 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that service good value for money factor of 2 % which
is strongly disagree, preference of service good value for money is 3.33% which is
Disagree, preference of service good value for money is 8% which is the neither agree not
disagree, preference of service good value for money is 44% which is the agree and
preference of service good value for money is 42.67% which is the strongly agree.

~ 118 ~
Factor 5 : Empathy
5.1) This outlet is open at convenient hours

open convenient hours

Frequency Percent Valid Percent Cumulative
Percent
strongly disagree 3 2.0 2.0 2.0
disagree 3 2.0 2.0 4.0
neither agree not disagree 13 8.7 8.7 12.7
Valid
agree 81 54.0 54.0 66.7
strongly agree 50 33.3 33.3 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that open convenient hours factor of 2 % which is
strongly disagree, preference of open convenient hours is 2% which is Disagree, preference
of open convenient hours is 8.67% which is the neither agree not disagree, preference of
open convenient hours is 54% which is the agree and preference of open convenient hours
is 33.33% which is the strongly agree.

~ 119 ~
5.2) Initiatives here are for reducing waiting time

reducing waiting time

Frequency Percent Valid Percent Cumulative
Percent
strongly disagree 1 .7 .7 .7
Disagree 7 4.7 4.7 5.3
neither agree not disagree 13 8.7 8.7 14.0
Valid
Agree 69 46.0 46.0 60.0
strongly agree 60 40.0 40.0 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that reducing waiting time factor of 0.67 % which is
strongly disagree, preference of reducing waiting time is 4.67% which is Disagree,
preference of reducing waiting time is 8.67% which is the neither agree not disagree,
preference of reducing waiting time is 46% which is the agree and preference of reducing
waiting time is 40% which is the strongly agree.

~ 120 ~
5.3) I do receive spontaneous response for requests that I make.

spontaneous response that i make

Frequency Percent Valid Percent Cumulative
Percent
strongly disagree 6 4.0 4.0 4.0
Disagree 2 1.3 1.3 5.3
neither agree not disagree 11 7.3 7.3 12.7
Valid
Agree 67 44.7 44.7 57.3
strongly agree 64 42.7 42.7 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that spontaneous response that i make factor of 4 %
which is strongly disagree, preference of spontaneous response that i make is 1.33% which
is Disagree, preference of spontaneous response that i make is 7.33% which is the neither
agree not disagree, preference of spontaneous response that i make is 44.67% which is the
agree and preference of spontaneous response that i make is 42.67% which is the strongly
agree.

~ 121 ~
5.4) Staff here give customer personal attention.

personal attention
Frequency Percent Valid Percent Cumulative
Percent
strongly disagree 5 3.3 3.3 3.3
disagree 5 3.3 3.3 6.7
neither agree not disagree 11 7.3 7.3 14.0
Valid
agree 68 45.3 45.3 59.3
strongly agree 61 40.7 40.7 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that personal attention factor of 3.33 % which is
strongly disagree, preference of personal attention is 3.33% which is Disagree, preference
of personal attention is 7.33% which is the neither agree not disagree, preference of
personal attention is 45.33% which is the agree and preference of personal attention is
40.67% which is the strongly agree.

~ 122 ~
5.5) Clearly specified sales slips are given to customers

sales slips given to customer

Frequency Percent Valid Percent Cumulative
Percent
strongly disagree 2 1.3 1.3 1.3
disagree 5 3.3 3.3 4.7
neither agree not disagree 9 6.0 6.0 10.7
Valid
agree 73 48.7 48.7 59.3
strongly agree 61 40.7 40.7 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that sales slips given to customer factor of 1.33 %
which is strongly disagree, preference of sales slips given to customer is 3.33% which is
Disagree, preference of sales slips given to customer is 6% which is the neither agree not
disagree, preference of sales slips given to customer is 48.67% which is the agree and
preference of sales slips given to customer is 40.67% which is the strongly agree.

~ 123 ~
5.5) The service quality of this store is satisfactory

service quality satisfactory

Frequency Percent Valid Percent Cumulative
Percent
strongly disagree 5 3.3 3.3 3.3
Disagree 5 3.3 3.3 6.7
neither agree not disagree 14 9.3 9.3 16.0
Valid
Agree 71 47.3 47.3 63.3
strongly agree 55 36.7 36.7 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that service quality satisfactory factor of 3.3% which is
strongly disagree, preference of service quality satisfactory is 3.3% which is Disagree,
preference of service quality satisfactory is 9.3% which is the neither agree not disagree,
preference of service quality satisfactory is 47.3% which is the agree and preference of
service quality satisfactory is 36.7% which is the strongly agree.

~ 124 ~
Factor 6 : Repurchase intension
6.1) This outlet has always been my first choice

always first choice

Frequency Percent Valid Percent Cumulative
Percent
strongly disagree 10 6.7 6.7 6.7
Disagree 5 3.3 3.3 10.0
neither agree not disagree 4 2.7 2.7 12.7
Valid
Agree 66 44.0 44.0 56.7
strongly agree 65 43.3 43.3 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that always first choice factor of 6.67 % which is
strongly disagree, preference of always first choice is 3.33% which is Disagree, preference
of always first choice is 2.67% which is the neither agree not disagree, preference of always
first choice is 44% which is the agree and preference of always first choice is 43.33%
which is the strongly agree.

~ 125 ~
6.2).I would say positive things about this outlet

say positive things

Frequenc Percent Valid Cumulative
y Percent Percent
strongly disagree 9 6.0 6.0 6.0
disagree 3 2.0 2.0 8.0
neither agree not
8 5.3 5.3 13.3
Valid disagree
agree 67 44.7 44.7 58.0
strongly agree 63 42.0 42.0 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that say positive things factor of 6% which is strongly
disagree, preference of say positive things is 2% which is Disagree, preference of is 5.33%
which is the neither agree not disagree, preference of say positive things is 44.67% which is
the agree and preference of say positive things is 42% which is the strongly agree.

~ 126 ~
6.3) I would encourage my relatives and friends to visit this outlet

encourage relatives and friends

Frequency Percent Valid Percent Cumulative
Percent
strongly disagree 8 5.3 5.3 5.3
disagree 6 4.0 4.0 9.3
neither agree not disagree 15 10.0 10.0 19.3
Valid
agree 52 34.7 34.7 54.0
strongly agree 69 46.0 46.0 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that encourage relatives and friends factor of 5.33 %
which is strongly disagree, preference of encourage relatives and friends is 4% which is
Disagree, preference of encourage relatives and friends is 10% which is the neither agree
not disagree, preference of encourage relatives and friends is 34.67% which is the agree and
preference of encourage relatives and friends is 46% which is the strongly agree.

~ 127 ~
Q.10] Your Gender

your gender
Frequenc Percent Valid Cumulative
y Percent Percent
Male 19 12.7 12.7 12.7
Femal
Valid 131 87.3 87.3 100.0
e
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that gender factor of 12.67 % which is male,
preference of is 87.33% which is female

~ 128 ~
Q.11] Your Age

your age
Frequenc Percent Valid Cumulative
y Percent Percent
19-24 18 12.0 12.0 12.0
25-34 87 58.0 58.0 70.0
Valid 35-44 42 28.0 28.0 98.0
above 44 3 2.0 2.0 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that age factor of 12 % which is 19-24, preference of
age is 58% which is the 25-34, preference of age is 28% which is the 35-44, preference of
age is 2% which is above 44

~ 129 ~
Q.12] Marital Status

marital status
Frequenc Percent Valid Cumulative
y Percent Percent
Married 134 89.3 89.3 89.3
Unmarrie
Valid 16 10.7 10.7 100.0
d
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that marital status factor of 89.33% which is married,
preference of marital status is 10.67% which is unmarried.

~ 130 ~
Q.13] What is your current Occupation ?

current occupation
Frequency Percent Valid Percent Cumulative
Percent
professional 6 4.0 4.0 4.0
salaried person 18 12.0 12.0 16.0
government empolyed 11 7.3 7.3 23.3
Valid
home maker 107 71.3 71.3 94.7
businessmen 8 5.3 5.3 100.0
Total 150 100.0 100.0

Interpretation

From the above pie chart we can say that current occupation factor of 4 % which is
professional, preference of current occupation is 12% which is salaried person, preference
of current occupation is 7.3% which is the government employee, preference of current
occupation is 71.3% which is the home maker and preference of current occupation is 5.3%
which is the businessman.

~ 131 ~
Q.14] What is your current monthly Income ?

current monthly income

Frequenc Percent Valid Cumulative
y Percent Percent
less than 20,000 2 1.3 1.3 1.3
21,000-40,000 57 38.0 38.0 39.3
Valid 41,000-60,000 81 54.0 54.0 93.3
more than 61,000 10 6.7 6.7 100.0
Total 150 100.0 100.0

Interpretation
From the above pie chart we can say that current monthly income factor of 1.33 % which is
less than 20,000, preference of current monthly income is 38% which is 21,000-40,000,
preference of current monthly income is 54% which is the 41,000-60,000, preference of
current monthly income is 6.67% which is the 6.67.

~ 132 ~
~ 133 ~
 MEAN TABLE
No. Factor & Variable Mean Average Mean
Factor - 1 Tangibility
 Store atmosphere 4.0867
 Staff dressed appropriately 4.0800
 Morden appearance 4.1067
 Physical appealing 4.1067
 Cleanliness and tidiness 4.0267
 Displayed product are
4.0600
correctly
 Brands are trustworthy 4.2600
 Brands sold a wide range 4.1867
 Own brands very high
4.1733
quality
 Move around with ease this
4.2400
outlet
 Price of product 4.1200
 Find product without
4.2133
difficulty
 Pleasant aroma outlet 4.1067
 Announcements are loud
4.2733
and clear
Total 58.0401 4.145721

Factor – 2 Reliability
 Safe transacting 4.1200
 Error free sales 4.1200
 Parking facility 4.0133
 Billing is fast 4.1800
Total 16.4333 4.108325
No. Factor & Variable Mean Average Mean
Factor - 3 Responsiveness
 Packers are available 4.0933
 Suggestions are welcome 4.0733
 Customer complaints 4.1000
 Product easily
4.1600
exchangeable
Total 16.4266 4.10665

~ 134 ~
Factor - 4 Assurance
 Staff are polite 4.2267
 Help/assist customer 4.1267
 Answer customer queries 4.1000
 Merchandise always
4.1600
available
 Near by cash withdrawal
4.1333
facilities
 Customer’s properties
4.2200
taken care
 Service good value for
4.2200
money
Total 29.1867 4.169529

Factor - 5 Empathy
 Open convenient hours 4.1467
 Reducing waiting time 4.2000
 Spontaneous response that i
4.2067
make
 Personal attention 4.1667
 Sales slips given to
4.2400
customer
 Service quality satisfactory 4.1067
Total 25.0668 4.1778
No. Factor & Variable Mean Average Mean
Factor – 6 Repurchase intension
 Always first choice 4.1400
 Say positive things 4.1467
 Encourage relatives and
4.1200
friends
Total 12.4067 4.135567

Grand Mean 157.5602 26.2600

INTERPRETATION :-
 Factor - 1
According to mean table, Tangibility have 4.145721 of Average mean which indicates that
the respondents are Agree for Tangibility factor. Under this factor the highest mean is
4.2733 in Announcements.

~ 135 ~
  Factor - 2
Reliability have 4.108325 of Average mean which indicates that the respondents are Agree
for Reliability factor. Under this factor the highest mean is 4.1800 in Billing is fast.

 Factor - 3
Responsiveness have 4.10665 of Average mean which indicates that the respondents are
Agree for Responsiveness factor. Under this factor the highest mean is 4.1600 in Product
easily exchangeable.

 Factor - 4
Assurance have 4.169529 of Average mean which indicates that the respondents are Agree
for Assurance factor. Under this factor the highest mean is 4.2267 in Staff are polite.

 Factor - 5
Empathy have 4.1778 of Average mean which indicates that the respondents are Agree for
Empathy factor. Under this factor the highest mean is 4.2400 in Sales slips.

 Factor - 6
Repurchase Intention have 4.135567 of Average mean which indicates that the
respondents are Agree for Repurchase Intention factor. Under this factor the highest mean is
4.1467 in Positive things.

~ 136 ~
~ 137 ~
 1
Chi-square Test

Hypothesis

Ho - There is no difference in Mode of Payment among Repurchase Intention.

H1 – There is difference in Mode of Payment among Repurchase Intention.

repurchase intention * mode of payment Crosstabulation

mode of payment Total

cash plutus E - gift voucher mobile wallets gift voucher

1.00 4 1 1 0 0 6
1.33 1 1 0 1 0 3
1.67 1 0 0 0 0 1
2.00 3 0 0 0 0 3
2.33 1 1 0 0 0 2
repurchase intention 3.33 3 0 0 0 0 3
3.67 3 4 2 0 0 9
4.00 17 2 0 3 0 22
4.33 22 6 5 6 1 40
4.67 17 12 1 3 1 34
5.00 17 6 2 1 1 27

Total 89 33 11 14 3 150

~ 138 ~
 Chi-Square Tests
Value df Asymp. Sig.
(2-sided)
Pearson Chi-Square 31.817a 40 .819
Likelihood Ratio 36.408 40 .633
Linear-by-Linear
.475 1 .491
Association
N of Valid Cases 150

Interpretation

From the above Table Chi-Square Tests of Mode of payment and Repurchase Intension.
This Test shows a significance value (P) is 0.819 which is more than 0.05, so that I accept
Null Hypothesis and reject Alternative Hypothesis, so that, there is no association between
Mode of payment and Repurchase intention. And I can conclude that the customers are not
use payment method like Plutus, E-gift voucher, gift voucher.

~ 139 ~
 2
Chi-square Test

Hypothesis

Ho - There is no difference in Source of Information among Repurchase Intension.

H1 - There is difference in Source of Information among Repurchase Intention.

repurchase intention * which source buy product from outlet Cross tabulation
which source buy product from outlet Total
internet advertisement hoardings friends relatives
1.00 0 2 0 2 2 6
1.33 1 1 0 1 0 3
1.67 0 0 0 1 0 1
2.00 0 1 1 1 0 3
2.33 0 2 0 0 0 2
repurchase intention 3.33 0 0 0 3 0 3
3.67 0 3 0 6 0 9
4.00 1 3 1 17 0 22
4.33 1 2 2 32 3 40
4.67 3 4 1 23 3 34
5.00 0 5 0 18 4 27
Total 6 23 5 104 12 150

~ 140 ~
 Chi-Square Tests
Value Df Asymp. Sig.
(2-sided)
Pearson Chi-Square 53.589a 40 .074
Likelihood Ratio 45.593 40 .251
Linear-by-Linear
4.108 1 .043
Association
N of Valid Cases 150

Interpretation

From the above Table Chi-Square Tests of Which source buy product from outlet and
Repurchase Intension. This Test shows a significance value (P) is 0.074 which is more than
0.05, so that I accept Null Hypothesis and reject Alternative Hypothesis, so that, there is no
association between Mode of payment and Repurchase intention. And I can conclude that
the customer are not use this source like relatives, internet, hoardings.

~ 141 ~
 3
Chi-square Test

Hypothesis

Ho - There is no difference in Source of Information among Store recommend to others.

H1 - There is difference in Source of Information among Store recommend to others.

which source buy product from outlet * recommend store to others Cross
tabulation

Count
recommend store to others Total
yes no
internet 5 1 6
advertisement 17 6 23
which source buy
product from outlet hoardings 4 1 5
friends 99 5 104
relatives 10 2 12
Total 135 15 150

~ 142 ~
 Chi-Square Tests
Value df Asymp. Sig.
(2-sided)
Pearson Chi-Square 11.173a 4 .025
Likelihood Ratio 9.793 4 .044
Linear-by-Linear
5.380 1 .020
Association
N of Valid Cases 150

Interpretation

From the above Table Chi-Square Tests of Which source buy product from outlet and Store
recommend to others. This Test shows a significance value (P) is 0.025 which is more than
0.05, so that I accept Alternative Hypothesis and reject Null Hypothesis, so that, there is
association between Which source buy product from outlet and Store recommend to others.
And I can conclude that the customer are recommend store to other customer.

~ 143 ~
~ 144 ~
 1
T-TEST GROUPS = First preference buying product
from this outlet
VARIABLES = Tangibility

Hypothesis
Ho - There is no difference in tangibility factor of service quality between Pantaloons and Westside.
H1 – There is difference in tangibility factor of service quality between Pantaloons and Westside.

Group Statistics
First preference buying product from outlet N Mean Std. Deviation Std. Error Mean

Pantaloons 75 4.1333 .66441 .07672

store atmosphere
Westside 75 4.0400 .79594 .09191
Pantaloons 75 4.3067 .73472 .08484
staff dressed appropriately
Westside 75 3.8533 .86514 .09990
Pantaloons 75 4.2000 .85424 .09864
modern appearance
Westside 75 4.0133 .76217 .08801
Pantaloons 75 4.2800 .79797 .09214
physical appealing
Westside 75 3.9333 .92024 .10626
cleanliness and tidiness Pantaloons 75 4.2000 .71660 .08275

~ 145 ~
 Westside 75 3.8533 .96833 .11181
Pantaloons 75 4.2400 .83569 .09650
displayed product are correctly
Westside 75 3.8800 .78774 .09096
Pantaloons 75 4.4000 .69749 .08054
brands are trustworthy
Westside 75 4.1200 .85361 .09857
Pantaloons 75 4.3067 .73472 .08484
brands sold a wide range
Westside 75 4.0667 .70391 .08128
Pantaloons 75 4.2533 .75504 .08718
own brands very high quality
Westside 75 4.0933 .70084 .08093
Pantaloons 75 4.3600 .74689 .08624
move around with ease this outlet
Westside 75 4.1200 .86930 .10038
Pantaloons 75 4.1067 .81495 .09410
price of product
Westside 75 4.1333 .75933 .08768
Pantaloons 75 4.2133 .72211 .08338
find product without difficulty
Westside 75 4.2133 .79344 .09162
Pantaloons 75 4.1333 .81096 .09364
pleasant aroma outlet
Westside 75 4.0800 .85044 .09820
Pantaloons 75 4.3733 .83461 .09637
annoucements are loud and clear
Westside 75 4.1733 .84427 .09749

~ 146 ~
 Independent Samples Test
Levene's Test for t-test for Equality of Means
Equality of
Variances
F Sig. t df Sig. (2- Mean Std. Error 95% Confidence
tailed) Difference Difference Interval of the
Difference
Lower Upper
Equal
variances .314 .576 .780 148 .437 .09333 .11972 -.14325 .32991
assumed
store atmosphere
Equal
variances not .780 143.421 .437 .09333 .11972 -.14331 .32998
assumed
Equal
variances .116 .734 3.459 148 .001 .45333 .13106 .19434 .71233
staff dressed assumed
appropriately Equal
variances not 3.459 144.217 .001 .45333 .13106 .19428 .71238
assumed
Equal
morden
variances 1.579 .211 1.412 148 .160 .18667 .13219 -.07456 .44790
appearance
assumes

~ 147 ~
 Equal
variances not 1.412 146.116 .160 .18667 .13219 -.07459 .44792
assumes
Equal
variances .299 .585 2.465 148 .015 .34667 .14065 .06873 .62460
assumes
physical appealing
Equal
variances not 2.465 145.091 .015 .34667 .14065 .06869 .62465
assumes
Equal
variances 6.227 .014 2.492 148 .014 .34667 .13910 .07179 .62155
cleanliness and assumes
tidiness Equal
variances not 2.492 136.352 .014 .34667 .13910 .07159 .62174
assumes
Equal
variances .010 .921 2.715 148 .007 .36000 .13261 .09795 .62205
displayed product assumes
are correctly Equal
variances not 2.715 147.486 .007 .36000 .13261 .09794 .62206
assumes
Equal
brands are
variances .001 .978 2.200 148 .029 .28000 .12729 .02847 .53153
trustworthy
assumes

~ 148 ~
 Equal
variances not 2.200 142.347 .029 .28000 .12729 .02838 .53162
assumes
Equal
variances 2.330 .129 2.043 148 .043 .24000 .11749 .00782 .47218
brands sold a wide assumes
range Equal
variances not 2.043 147.729 .043 .24000 .11749 .00782 .47218
assumes
Equal
variances .806 .371 1.345 148 .181 .16000 .11895 -.07507 .39507
own brands very assumes
high quality Equal
variances not 1.345 147.186 .181 .16000 .11895 -.07508 .39508
assumes
Equal
variances .181 .671 1.814 148 .072 .24000 .13234 -.02152 .50152
move around with assumes
ease this outlet Equal
variances not 1.814 144.717 .072 .24000 .13234 -.02157 .50157
assumes
Equal
price of product variances .194 .660 -.207 148 .836 -.02667 .12862 -.28083 .22750
assumes

~ 149 ~
 Equal
variances not -.207 147.266 .836 -.02667 .12862 -.28084 .22751
assumes
Equal
variances 1.062 .304 .000 148 1.000 .00000 .12388 -.24480 .24480
find product assumes
without difficulty Equal
variances not .000 146.706 1.000 .00000 .12388 -.24482 .24482
assumes
Equal
variances .104 .748 .393 148 .695 .05333 .13569 -.21481 .32148
pleasant aroma assumes
outlet Equal
variances not .393 147.667 .695 .05333 .13569 -.21481 .32148
assumes
Equal
variances .013 .910 1.459 148 .147 .20000 .13708 -.07089 .47089
annoucements are assumes
loud and clear Equal
variances not 1.459 147.980 .147 .20000 .13708 -.07089 .47089
assumes

~ 150 ~
 Factor - Tangibility Sig. (2-tailed) Mean diff.
staff dressed appropriately .001 .45333
physical appealing .015 .34667
cleanliness and tidiness .014 .34667
displayed product are correctly .007 .36000
brands are trustworthy .029 .28000
brands sold a wide range .043 .24000

Interpretation
These service quality variables factor showed two-tails significance value less than 0.05 as per T-test. So there is significance different
between their prefered store and there perception towards service quality variables.

~ 151 ~
 2
T-TEST GROUPS = First preference buying product
from this outlet
VARIABLES = Reliability

Hypothesis

Ho - There is no difference in Reliability factor of service quality between Pantaloons and Westside.
H1 – There is difference in Reliability factor of service quality between Pantaloons and Westside.

Group Statistics
first preference buying product from outlet N Mean Std. Deviation Std. Error Mean
Pantaloons 75 4.1600 .80606 .09308
safe transacting
Westside 75 4.0800 .81804 .09446
Pantaloons 75 4.2400 .88287 .10195
error free sales
Westside 75 4.0000 .86992 .10045
Pantaloons 75 4.1067 .79820 .09217
parking facility
Westside 75 3.9200 .88164 .10180
Pantaloons 75 4.3067 .86950 .10040
billing is fast
Westside 75 4.0533 .91376 .10551

~ 152 ~
 Independent Samples Test
Levene's Test for t-test for Equality of Means
Equality of
Variances
F Sig. T df Sig. (2- Mean Std. Error 95% Confidence
tailed) Difference Difference Interval of the
Difference
Lower Upper
Equal variances
.002 .964 .603 148 .547 .08000 .13261 -.18205 .34205
safe assumed
transacting Equal variances
.603 147.968 .547 .08000 .13261 -.18206 .34206
not assumed
Equal variances
.329 .567 1.677 148 .096 .24000 .14312 -.04282 .52282
error free assumed
sales Equal variances
1.677 147.968 .096 .24000 .14312 -.04282 .52282
not assumed
Equal variances
.310 .579 1.359 148 .176 .18667 .13733 -.08471 .45804
parking assumed
facility Equal variances
1.359 146.560 .176 .18667 .13733 -.08473 .45806
not assumed
Equal variances
.009 .924 1.739 148 .084 .25333 .14565 -.03448 .54115
assumed
billing is fast
Equal variances
1.739 147.637 .084 .25333 .14565 -.03449 .54116
not assumed

~ 153 ~
Interpretation
These Reliability factor showed two-tails significance value more than 0.05 as per T-test. So there is significance different between their
preferred safe transacting, error free sales, parking facility, and billing is fast perception towards the reliability factor.

~ 154 ~
 3
T-TEST GROUPS = First preference buying product
from this outlet
VARIABLES = Responsiveness

Hypothesis

Ho - There is no difference in Responsiveness factor of service quality between Pantaloons and

Westside.
H1 - There is difference in Responsiveness factor of service quality between Pantaloons and Westside.

Group Statistics
first preference buying product from outlet N Mean Std. Deviation Std. Error Mean
Pantaloons 75 4.1600 .78912 .09112
packers are available
Westside 75 4.0267 .85382 .09859
Pantaloons 75 4.2267 .83137 .09600
suggestions are welcome
Westside 75 3.9200 1.03663 .11970
Pantaloons 75 4.2000 .83827 .09680
customer complaints
Westside 75 4.0000 1.02667 .11855
Pantaloons 75 4.2800 .89382 .10321
product easily exchangeable
Westside 75 4.0400 1.00593 .11615

~ 155 ~
 Independent Samples Test
Levene's Test for t-test for Equality of Means
Equality of
Variances
F Sig. T Df Sig. (2- Mean Std. Error 95% Confidence
tailed) Difference Difference Interval of the
Difference
Lower Upper
Equal
variances .311 .578 .993 148 .322 .13333 .13425 -.13196 .39863
packers are assumed
available Equal
variances not .993 147.090 .322 .13333 .13425 -.13197 .39864
assumed
Equal
variances 2.716 .101 1.999 148 .047 .30667 .15344 .00345 .60988
suggestions are assumed
welcome Equal
variances not 1.999 141.336 .048 .30667 .15344 .00333 .61000
assumed
Equal
customer
variances .913 .341 1.307 148 .193 .20000 .15305 -.10244 .50244
complaints
assumed

~ 156 ~
 Equal
variances not 1.307 142.308 .193 .20000 .15305 -.10254 .50254
assumed
Equal
variances .032 .859 1.545 148 .125 .24000 .15538 -.06706 .54706
product easily assumed
exchangeable Equal
variances not 1.545 145.981 .125 .24000 .15538 -.06709 .54709
assumed

Interpretation
These Responsiveness factor showed two-tails significance value less than 0.05 as per T-test. So there is significance different between their
preferred suggestions and there perception towards Responsiveness factor.

~ 157 ~
 4
T-TEST GROUPS = First preference buying product
from this outlet
VARIABLES = Assurance

Hypothesis

Ho - There is no difference in Assurance factor of service quality between Pantaloons and Westside.
H1 – There is difference in Assurance factor of service quality between Pantaloons and Westside.

Group Statistics
first preference buying product from outlet N Mean Std. Deviation Std. Error Mean
Pantaloons 75 4.3200 .79117 .09136
staff are polite
Westside 75 4.1333 .82746 .09555
Pantaloons 75 4.1867 .86514 .09990
help/assist customer
Westside 75 4.0667 1.04407 .12056
Pantaloons 75 4.1733 .89100 .10288
answer customer queries
Westside 75 4.0267 .95823 .11065
merchandise always available Pantaloons 75 4.3333 .72286 .08347

~ 158 ~
 Westside 75 3.9867 1.03314 .11930
Pantaloons 75 4.1867 .84938 .09808
near by cash withdrawal facilities
Westside 75 4.0800 .85044 .09820
Pantaloons 75 4.3333 .84363 .09741
customer's properties taken care
Westside 75 4.1067 .96665 .11162
Pantaloons 75 4.2933 .80158 .09256
service good value for money
Westside 75 4.1467 .95427 .11019

Independent Samples Test

Levene's Test for t-test for Equality of Means
Equality of
Variances
F Sig. T df Sig. (2- Mean Std. Error 95% Confidence
tailed) Difference Difference Interval of the
Difference
Lower Upper
Equal
variances .140 .709 1.412 148 .160 .18667 .13219 -.07456 .44790
assumed
staff are polite
Equal
variances not 1.412 147.703 .160 .18667 .13219 -.07457 .44790
assumed

~ 159 ~
 Equal
variances .710 .401 .766 148 .445 .12000 .15657 -.18940 .42940
help/assist assumed
customer Equal
variances not .766 143.061 .445 .12000 .15657 -.18949 .42949
assumed
Equal
variances .355 .552 .971 148 .333 .14667 .15109 -.15190 .44524
answer customer assumed
queries Equal
variances not .971 147.224 .333 .14667 .15109 -.15191 .44525
assumed
Equal
variances .317 .574 2.381 148 .019 .34667 .14560 .05895 .63439
merchandise assumed
always available Equal
variances not 2.381 132.445 .019 .34667 .14560 .05867 .63467
assumed
Equal
variances .495 .483 .769 148 .443 .10667 .13879 -.16760 .38093
near by cash
assumed
withdrawal
Equal
facilities
variances not .769 148.000 .443 .10667 .13879 -.16760 .38093
assumed

~ 160 ~
 Equal
variances .259 .611 1.530 148 .128 .22667 .14815 -.06610 .51943
customer's
assumed
properties taken
Equal
care
variances not 1.530 145.340 .128 .22667 .14815 -.06614 .51947
assumed
Equal
variances 3.280 .072 1.019 148 .310 .14667 .14391 -.13771 .43104
service good value assumed
for money Equal
variances not 1.019 143.717 .310 .14667 .14391 -.13778 .43111
assumed

Interpretation
These Assurance factor showed two-tails significance value less than 0.05 as per T-test. So there is significance different between their
preferred merchandise and there perception towards assurance factor.

~ 161 ~
 5
T-TEST GROUPS = First preference buying product
from this outlet
VARIABLES = Empathy

Hypothesis

Ho - There is no difference in Empathy factor of service quality between Pantaloons and Westside.
H1 – There is difference in Empathy factor of service quality between Pantaloons and Westside.

Group Statistics
first preference buying product from outlet N Mean Std. Deviation Std. Error Mean
Pantaloons 75 4.2400 .76829 .08871
open convenient hours
Westside 75 4.0533 .85255 .09844
Pantaloons 75 4.2933 .78454 .09059
reducing waiting time
Westside 75 4.1067 .87878 .10147
Pantaloons 75 4.4267 .82484 .09524
spontaneous response that i make
Westside 75 3.9867 .99313 .11468
Pantaloons 75 4.3067 .86950 .10040
personal attention
Westside 75 4.0267 .99964 .11543

~ 162 ~
 Pantaloons 75 4.2533 .85572 .09881
sales slips given to customer
Westside 75 4.2267 .78108 .09019
Pantaloons 75 4.0933 .91789 .10599
service quality satisfactory
Westside 75 4.1200 .97204 .11224

Independent Samples Test

Levene's Test for t-test for Equality of Means
Equality of
Variances
F Sig. t df Sig. (2- Mean Std. Error 95% Confidence
tailed) Difference Difference Interval of the
Difference
Lower Upper
Equal
variances .016 .899 1.409 148 .161 .18667 .13252 -.07521 .44854
open convenient assumed
hours Equal
variances not 1.409 146.426 .161 .18667 .13252 -.07523 .44857
assumed
Equal
reducing waiting
variances .541 .463 1.372 148 .172 .18667 .13603 -.08214 .45547
time
assumed

~ 163 ~
 Equal
variances not 1.372 146.135 .172 .18667 .13603 -.08217 .45550
assumed
Equal
variances .005 .942 2.952 148 .004 .44000 .14907 .14542 .73458
spontaneous
assumed
response that i
Equal
make
variances not 2.952 143.175 .004 .44000 .14907 .14534 .73466
assumed
Equal
variances .066 .797 1.830 148 .069 .28000 .15298 -.02232 .58232
assumed
personal attention
Equal
variances not 1.830 145.211 .069 .28000 .15298 -.02236 .58236
assumed
Equal
variances .000 .987 .199 148 .842 .02667 .13378 -.23770 .29104
sales slips given to assumed
customer Equal
variances not .199 146.784 .842 .02667 .13378 -.23772 .29106
assumed
Equal
service quality
variances .813 .369 -.173 148 .863 -.02667 .15438 -.33173 .27840
satisfactory
assumed

~ 164 ~
 Equal
variances not -.173 147.516 .863 -.02667 .15438 -.33174 .27841
assumed

Interpretation
These Empathy factor showed two-tails significance value less than 0.05 as per T-test. So there is significance different between their preferred
spontaneous response and there perception towards empathy factor.

~ 165 ~
 6
T-TEST GROUPS = First preference buying product
from this outlet
VARIABLES = Repurchase Intention

Hypothesis

Ho - There is no difference in Repurchase Intention factor of service quality between Pantaloons and
Westside.
H1 - There is difference in Reliability factor of service quality between Pantaloons and Westside.

Group Statistics
first preference buying product from N Mean Std. Std. Error
outlet Deviation Mean
Pantaloons 75 4.2000 .95860 .11069
always first choice
Westside 75 4.0800 1.20539 .13919
Pantaloons 75 4.2533 .94573 .10920
say positive things
Westside 75 4.0400 1.12033 .12936
encourage relatives and Pantaloons 75 4.2533 .95992 .11084
friends Westside 75 3.9867 1.20240 .13884

~ 166 ~
 Independent Samples Test
Levene's Test for t-test for Equality of Means
Equality of
Variances
F Sig. t Df Sig. (2- Mean Std. Error 95% Confidence
tailed) Difference Difference Interval of the
Difference
Lower Upper
Equal
variances 1.830 .178 .675 148 .501 .12000 .17783 -.23142 .47142
always first assumed
choice Equal
variances not .675 140.859 .501 .12000 .17783 -.23157 .47157
assumed
Equal
variances .828 .364 1.260 148 .210 .21333 .16929 -.12121 .54788
say positive assumed
things Equal
variances not 1.260 143.946 .210 .21333 .16929 -.12129 .54796
assumed
encourage Equal
relatives and variances 2.452 .120 1.501 148 .135 .26667 .17766 -.08441 .61774
friends assumed

~ 167 ~
 Equal
variances not 1.501 141.079 .136 .26667 .17766 -.08455 .61788
assumed

Interpretation
These Repurchase Intention factor showed two-tails significance value more than 0.05 as per T-test. So there is significance different between
their preferred first choice, say positive things, encourage relatives and friends and there perception towards Repurchase Intention factor.

~ 168 ~
~ 169 ~
Its immediate competitor is Westside.

One positive sign for Pantaloons is that it has become the choice for upper
middle class people in Ghandhinagar city.

There is always a communication gap between store and Customers

Grooming check is not done all the time.

Compared to other pantaloons CSD is well maintained. ( Visually)

Overall if we consider then this all will effect the store sales, So better if we
fix it fast

Tagging standards are not maintained.

Gestures like “Namaste” are always missing from the floor staff.

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.
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.

~ 170 ~
Try to improve communication and greetings with the customers

Try to educate the customers about types of product and its offers

Try to put a English language communicator near every entrance to help

Foreign customers Should educate Fashion Assistants for better communication
with the customers.

Customers expect a better variety of products in Pantaloons so that it can

satisfy customers from all the sections of society.

The ground staff should have the basic ability to speak in English

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.

More seating arrangement should be there as there is only 1 seat in kids section.

More advertisement has to be done to create more footfall.

Need more spacious warehouse as the warehouse is so small in term of the store.

There should be some games on the kid’s section floor to keep kids busy as they
disturb their parents during shopping.

~ 171 ~
Contribution to the host organization:

Done 200+ billing in 5 days.

Called 1500 customers during EOSS period in 5 days

Sold Rs. 2500+ worth of product on a daily basis.

Rs.24000 worth of merchandise sold in a day in EOSS.

Helped other staff members in their work.

Taken feedbacks from customers who didn’t purchased anything from store for 6
days, 4 each day.

Promoted company in friends and family during sale period

~ 172 ~
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 Westside 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.

~ 173 ~
Website :

 www.pantaloons.com

 www.pantaloonsfashion.com

 www.pantaloons.com

 www.trendin.com

 www.adityabirla.com

 www.mywestside.com

 www.tata.com

~ 174 ~
~ 175 ~
 Questionnaire for Survey

Dear Sir/ Madam

Thanking you for agreeing to participate in this survey. We are students of
Centre for management studies and research, Ganpat University and
conducting this survey as a part of our Studies. This survey is conducted for
academic purpose only. The title of our research project is “A Study to do
Competition analysis for pantaloons and Westside”. Information provided
by you will be used only for academic purpose and kept strictly confidential.
Thank You

Part I - General Questions

Q.1] What is your first preference while buying products from organized retail
outlets ?
(Please make a circle on one of the answers below)
(1) Pantaloons
(2) Westside

Q.2] From which source made you buy products from this outlet ?
(Please make a circle on one of the answers below)
(1) Internet
(2) Advertisement
(3) Hoardings
(4) Friends
(5) Relatives

Q.3] How often do you visit in this outlet ?

(Please make a circle on one of the answers below)
(1) Routine
(2) On the basis of requirement
(3) Occasionally

~ 176 ~
Q.4] What is the purchase value of every visit ?
(Please make a circle on one of the answers below)
(1) less than 1,000
(2) 1,100 – 10,000
(3) 1,1000 – 20,000
(4) 21,000 – 30,000
(5) More than 31,000

Q.5] Mode of payment on purchase ?

(Please make a circle on one of the answers below)
(1) Cash
(2) Plutus
(3) E – Gift voucher
(4) Mobile Wallets
(5) Gift voucher

Q.6] I receive regular updates on ?

(Please make a circle on one of the answers below)
(1) Offers
(2) Festival Bonanzas
(3) Discounts
(4) Clearance Sale

Q.7] The reason for purchasing from the same shop ?

(Please make a circle on one of the answers below)
(1) Large variety of product
(2) The service provided is good
(3) Reasonable price
(4) Good store environment
(5) Parking Facilities
(6) Convenient location

Q.8] Will you recommend the store to others ?

(Please make a circle on one of the answers below)
(A) Yes
(B) No

~ 177 ~
Q.9] The following statements are related to customer perception towards
online shopping, kindly give your review using the following scale:

Strongly Neither Agree Strongly

Disagree Disagree not Disagree Agree Agree
1 2 3 4 5

Factors 1 2 3 4 5

Factor 1 : Tangibility
The store atmosphere makes me feel
good and welcoming
The staffs in this outlet are dressed
appropriately
The outlet has a morden appearance.
The physical facilities are visually
appealing.
Cleanliness and tidiness are important
priorities of this store
Details of the products are neatly and
correctly Displayed
Brands sold here are trustworthy.
The variety of brands sold here are from a
wide range
The quality of the retailer’s own brands is
very high
Layout in this outlet allows me to move
around with ease
Price of the products is conspicuously
displayed
I find products that I need without any
difficulty
The outlet is characterized by a pleasant
aroma
The announcements made in the outlet are
loud and clear to understand

~ 178 ~
 Factor 2 : Reliability

It is very safe transecting with this outlet.

I experience error free sales transactions
always
Parking facility down here is adequate.
Billing is fast at this store
Factor 3 : Responsiveness
Adequate packers are available to expedite
transactions
Suggestions are welcome at this outlet.
Customer complaints are acted upon
promptly
Products are easily exchangeable if
defects are found in the Quality
Factor 4 : Assurance
The staffs down here are polite
Staff are always willing to help/assist
customers
They do posses knowledge and information
to answer customer queries
Merchandise is always available here.
Facilities for cash withdrawal are
conveniently situated here.
Customer’s properties are taken care
by the store at free of cost
Service here is good value for money
Factor 5 : Empathy

This outlet is open at convenient hours

Initiatives here are for reducing waiting
time
I do receive spontaneous response for
requests that I make.

~ 179 ~
Staff here give customer personal attention.
Clearly specified sales slips are given to
customers
The service quality of this store is
satisfactory
Factor 6 : Repurchase intension

This outlet has always been my first choice

I would say positive things about this outlet
I would encourage my relatives and friends
to visit this outlet

Part II – Personal Questions

Q.10] Your Gender

(Please make a circle on one of the answers below)
(1) Male
(2) Female
(3) Transgender

Q.11] Your Age

(Please make a circle on one of the answers below)
(1) Below 18
(2) 19 - 24
(3) 25 - 34
(4) 35 - 44
(5) Above 44

Q.12] Marital Status

(Please make a circle on one of the answers below)
(1) Married
(2) Unmarried

~ 180 ~
Q.13] What is your current Occupation ?
(Please make a circle on one of the answers below)
(1) Professional
(2) Salaried Person
(3) Government Employed
(4) Home Maker
(5) Businessmen

Q.14] What is your current monthly Income ?

(Please make a circle on one of the answers below)
(1) Less than 20,000
(2) 21,000 - 40,000
(3) 41,000 - 60,000
(4) More than 61,000

~ 181 ~