“A STUDY ON CUSTOMER SATISFACTION

TOWARDS ZUDIO PRODUCTS”

Submitted in partial fulfilment of the requirements for the award of the degree

BACHELOR OF COMMERCE WITH PROFESSIONAL ACCOUNTING

Submitted by

VAISHNAV MURALIDHAR
(Reg No: 21BCP053)
Under the guidance of
Ms. S. Sudha. M.Com (IB)

VLB JANAKIAMMAL COLLEGE OF ARTS AND SCIENCE

(AUTONOMOUS)

DEPARTMENT OF COMMERCE WITH PROFFESSIONAL ACCOUNTING

CERTIFICATE
 CERTIFICATE

This is to certify that project report submitted in partial fulfillment of the requirements for the
award of the Degree of Bachelor of Commerce is a record of original work done by
VAISHNAV MURALIDHAR (21BCP053) during the period of his study 2023-2024, in the
Department of Commerce at VLB JANAKIAMMAL COLLEGE OF ARTS AND
SCIENCE(AUTONOMOUS), COIMBATORE under my supervision and guidance and
has not formed the basis for the award of any degree/diploma/Associate/fellowship or other
similar title to any candidate of any University.

PROJECT GUIDE HEAD OF THE DEPARTMENT

Submitted for VIVA-VOCE Examination held on ……………………..

DECLARATION
 DECLARATION

I ,POOJA.A.S hereby declare that project report entitled “A STUDY ON CUSTOMER

SATISFACTION ABOUT HIMALAYA PRODUCTS”submitted to VLB
JANAKIAMMAL COLLEGE OF ARTS AND SCIENCE in partial fulfillment of the award
of degree of BACHELOR OF COMMERCE WITH PROFESSIONAL ACCOUNTING is
record of original work done by me, under the supervision and guidance of Dr. NAVEEN
KUMAR.A.S MCA., M.Phil.[CS].,M.Com.,M.Phil.[Com].,Ph.D[CS].,
Assistant professor in Department of Commerce and it has not formed the basis for the award of
any Degree/Diploma/Associate/fellowship or other similar title to any candidate of any
University.

PLACE : COIMBATORE POOJA.AS

DATE : …………… (20BCP027)

ACKNOWLEDGEMENT
 ACKNOWLEDGEMENT

The project “A STUDY ON PREFERENCE OF CUSTOMER PREFERENCE

TOWARDS ZUDIO “was
done under the guidance and supervision of DR. NIMMY A GEORGE. We express our sincere
gratitude to her for her valuable guidance, help and encouragement in preparing this project.
We sincerely express our gratitude to Dr. Johnson K M for his encouragement in completing the
study. We are thankful to Ponny Joseph, Head of P.G Department of commerce and research
center, Bharata Mata College,Thrikkakara, for her valuable guidance and suggestions throughout
the course.
We are immensely grateful to all the teachers of the department of commerce for their inspiration
and co-operation. We also thank all the respondents who spend their valuable time to answer the
questionnaire in spite of their busy schedules.
Above all, we are thankful to the GOD Almighty, for his race and timely & successful completion
of our project.

SHIFANA SUBAIR

SHILPA SIVAN

ANNA SANDRA JOHN

Place:
ThrikkakaraDate:
31/03/2023
 CONTENTS

Chapter TITLE Page

No No

LIST OF TABLES

LIST OF CHARTS

1 INTRODUCTION

INTRODUCTION TO THE STUDY

OBJECTIVES OF THE STUDY

STATEMENT OF THE PROBLEM

SCOPE OF THE STUDY

LIMITATIONS OF THE STUDY

2 REVIEW OF THE LITERATURE

3 RESEARCH METHODOLOGY

4 DATA ANALYSIS &INTERPRETATION

5 FINDINGS, SUGGESTIONS & CONCLUSIONS

FINDINGS

SUGGESTIONS

CONCLUSION

BIBILOGRAPHY

APPENDIX
LIST OF TABLES
 LIST OF TABLES
TABLE NO. TITLE OF TABLE PAGE NO
3.1 Gender of Respondents 25
3.2 Age group of Respondents 25
3.3 Occupation of Respondents 26
3.4 Frequency of purchasing from Zudio 27
3.5 Type of product purchasing from Zudio 28
3.6 Idea or Concept about Zudio 29
3.7 Attractive feature to prefer Zudio 30
3.8 Frequency of Zudio Ads 31
3.9 Sources from which the customer know about Zudio 32
3.10 Convenience 33
3.11 Quality of Product 34
3.12 Price of Product 35
3.13 Staff services 36
3.14 Variety or Range(size) available 38
3.15 Discounts and offers 39
3.16 Preference towards brand 40
3.17 Awareness about online shopping facility of Zudio 41
3.18 Faced problem in finding the right size 42
3.19 Rating the availability of stock at Zudio 43
3.20 Faced issues with quality of products 44
3.21 Experienced difficulties with staff members 45
3.22 Encountered difficulties in making payment for the 46
purchases
3.23 Faced issues with delivery and return policies 48
3.24 Opinion about the number of retail outlets 49
3.25 Agreement regarding charging extra cost for carry bags 50
3.26 Faced any difficulties while doing online shopping from 51
Zudio
3.27 Long queue infront of the trial room is a problem 51
3.28 Satisfaction with the billing system process 52
3.29 The customer assistance process in Zudio 53
3.30 Zudio offers quality products at reasonable price 54
3.31 The store layout of Zudio is easy for the customers to find 55
out what they need
3.32 Maintenance and cleanliness of the store is very good 56
3.33 Zudio is always updated with latest fashion 57
3.34 Satisfaction regarding exchange policy 58
3.35 Satisfaction with the online shopping facility 59
3.36 Overall experience visiting Zudio 60
3.37 Recommendation to purchase 61
 LIST OF FIGURES
FIGURE NO. TITLE OF FIGURE PAGE NO.
2.1 Image of Zudio 13
3.1 Gender of Respondents 25
3.2 Age group of Respondents 26
3.3 Occupation of Respondents 27
3.4 Frequency of purchasing from Zudio 28
3.5 Type of product purchasing from Zudio 29
3.6 Idea or Concept about Zudio 30
3.7 Attractive feature to prefer Zudio 31
3.8 Frequency of Zudio Ads 32
3.9 Sources from which the customer know about Zudio 33
3.10 Convenience 34
3.11 Quality of Product 35
312 Price of Product 36
3.13 Staff services 37
3.14 Variety or Range(size) available 39
3.15 Discounts and offers 40
3.16 Preference towards brand 41
3.17 Awareness about online shopping facility of Zudio 42
3.18 Faced problem in finding the right size 43
3.19 Rating the availability of stock at Zudio 44
3.20 Faced issues with quality of products 45
3.21 Experienced difficulties with staff members 46
3.22 Encountered difficulties in making payment for the 47
purchases
3.23 Faced issues with delivery and return policies 48
3.24 Opinion about the number of retail outlets 49
3.25 Agreement regarding charging extra cost for carry bags 50
3.26 Faced any difficulties while doing online shopping from 51
Zudio
3.27 Long queue infront of the trial room is a problem 52
3.28 Satisfaction with the billing system process 53
3.29 The customer assistance process in Zudio 54
3.30 Zudio offers quality products at reasonable price 55
3.31 The store layout of Zudio is easy for the customers to find 56
out what they need
3.32 Maintenance and cleanliness of the store is very good 56
3.33 Zudio is always updated with latest fashion 57
3.34 Satisfaction regarding exchange policy 58
3.35 Satisfaction with the online shopping facility 59
3.36 Overall experience visiting Zudio 60
3.37 Recommendation to purchase 61
 CHAPTER 1
INTRODUCTION
INTRODUCTION

Zudio is a game changer for Trent in the value fashion category having shown exponential
growth both in terms of store expansion (93 stores added in FY23) and revenue contribution
(40%+ of sales). Zudio is a clothing brand established under the umbrella of the trendy and fast-
paced Indian retail giant, the TATA Group. The brand specializes in offering trendy and fresh
designs with an affordable price tag for men, women, and kids. The brand was launched in 2016
and has since then gained massive popularity among the Indian masses. With its exclusive range
of easy-to-wear clothes that cater to all age groups and body types, Zudio has made a name for
itself in the Indian fashion industry.

The brand's focus on providing good quality products at an affordable price range has helped it
to establish a loyal customer base. Today, Zudio has multiple stores across India, and it is
readily available in various e-commerce platforms. Zudio is a prominent men's, women's, and
children's clothing company. Tata Trent Limited is the parent company of the well-known
fashion label. Zudio is present in 42 Indian cities. The brand provides enticing fashion at
reasonable costs. Zudio has 24 stores in Kerala.

Zudio is one of the fastest-growing respected fashion and clothing chains in India, having opened
its first store in Bengaluru (India) in 2016 as a subsidiary chain of the Trent brands. Clothing,
ethnic wear, leisure wear, footwear, and other items are available for men, women, and children.

In conclusion, consumer preferences towards Zudio are influenced by multiple factors,

including the price, quality, reputation, overall product value, customer experience, and fashion
sensibility. The brand needs to keep pace with changing consumer preferences and trends to
maintain its market share and customer base. Research suggests that encouraging customer
feedback, analyzing market trends, and adopting innovative strategies can help Zudio remain
competitive in the fashion industry.

Though Zudio is one of the emerging retail industries, studies related to this topic is very rare,
especially in Kerala. So in this study, we are focusing on the customer preference towards Zudio
in and around Palakkad Town and Coimbatore city.

1
STATEMENT OF PROBLEM

Recently, there has been an increase in the number of customers who purchase from Zudio. Thus, this study
was done to determine why customers prefer Zudio. In this study, we propose to examine the factors
influencing the customers to prefer Zudio and the problems faced by the customers. The study focuses on
the ability of Zudio to meet the customer’s needs in order to maintain customer loyalty and retention for
making better profit in today’s dynamic and competitive markets.

The researcher has the following questions:

1. What are the factors influencing the customers to prefer Zudio?

2. What are the issues faced by its customers while purchasing?

OBJECTIVE OF STUDY

The study on customer preference towards Zudio is carried out for the following specific objectives:

• To evaluate the factors influencing the customers to prefer Zudio.

• To determine the issues faced by the customers while purchasing from Zudio.
• To analyze the satisfaction level of customers.

SCOPE OF STUDY

Determining the factors such as convenience, price and quality of product, variety of range
available etc. that influence the customers to prefer Zudio.

Examining the issues faced by customers when shopping at Zudio, such as charging extra cost for carry
bags, long queue in front of the trial room, lack of enough retail outlets etc. Assessing the satisfaction
level of customers taking into account the customer assistance process, online shopping facility, billing
system etc. providing Zudio with suggestions for enhancing customer satisfaction and resolving
problems encountered by customers.

This study is based on the data collected from the customers of Zudio in and around the regions of Palakkad
town and Coimbatore city. The sample size of the study is 150.
2
LIMITATIONS OF STUDY

• The study was limited to a specific area of Ernakulam city.

• Time allotted was very limited.
• As the sample size is small (150), It might affect the generalization of the findings.
• The information may contain personal bias.
• There was lack of previous studies related to this topic

RESEARCH METHODOLOGY

The science of doing research is known as research methodology. It refers to the particular steps or methods
used to locate, collect, organize, and evaluate data on a subject. The methodology portion of a research study
enables the reader to assess the general validity and reliability of the study. The purpose of the study is to
identify the factors that influence the preference towards Zudio and issues that its customers face.

RESEARCH DESIGN

A research design is the specialization of methods and procedure for acquiring the information
method. Research design classified under three broad categories – explanatory, casual and
descriptive. The study was conducted in order to find out the satisfaction of customers around
the regions of Palakkad Town and Coimbatore City. Hence, it was decided to adopt the
descriptive research for the purpose of the study.

SOURCE OF DATA:
This study included both primary and secondary sources of data. With the use of a questionnaire created using
a Google Form and distributed to the respondents, the primary data was gathered. To support the conclusions of
the primary data, secondary data were gathered from books, published papers, and websites

SAMPLING DESIGN
Convenience sampling was adopted in this study, where sample units were conveniently chosen by the
researcher.
3

SAMPLE UNIT
Participants in the study's sample unit are those who make purchases from Zudio.

SIZE OF SAMPLE

The study's findings are based on 150 sample units' responses who purchases from Zudio in the regions of
Palakkad Town and Coimbatore city.

TOOLS USED

The percentage analysis is used in the study to assess the distribution to customers in each
category. The value expressed is very easy to understand and compare.
In this section the result of percentage is presented for the questions given in the questionnaire.
It can be calculated as follows;

PERCENTAGE ANALYSIS FORMULA

Percentage Analysis = No. of Respondence

-------------------------------- * 100
Total No. of Respondence

4
 CHAPTER 2
REVIEW OF LITERATURE

5
 REVIEW OF LITERATURE

Wilson, Delna(2022): The project entitled ‘A study on customer satisfaction towards Max
Fashion Brand’ was conducted to examine how customer satisfaction affected the marketing of
max-fashions' products. Because of the items' high quality and continued reputation with
customers, max-fashions, consumers are drawn to buy them

Anumesh Kariappa (2016): Conducted “ A Study on Customer Preference and Brand Awarness
of Max Fashion “.. The purpose of this study on Max is to determine whether or not Max fashion
is a well-known brand and the factors that influence consumer preference for these goods. The
document will serve as a manual for merchants as they sell Max Fashion and Max items.

Aparajita Thakur , Shweta Chauhan & Mr. Lakshmaiah Botla (2020): Conducted A
comparative study on consumer satisfaction and effectiveness of retail marketing strategies at
reliance trends and westside. This essay's goal is to investigate how retailing tactics including
merchandising, shop design, sales promotion, and advertising impact consumer happiness.

IBEF (India Brand Equity Foundation) According to this study ,Indian consumers prefer
domestic brands over foreign brands in the textile industry. The study found that domestic brands
like Reliance, Fabindia, and Raymond are preferred over international brands like H&M and Zara.
This is because Indian brands provide tailored products that appeal to local tastes, styles, and
cultures.

Nielsen (2017) found that consumers in India are becoming increasingly brand conscious while
shopping. The study revealed that 60% of Indian shoppers are now influenced by brand reputation
and recognition, with 41% of consumers indicating that they are willing to pay a premium for
branded products.

Hima Bindu (2020) found that the reputation and trustworthiness of a brand had a significant
impact on consumers' purchasing decisions. The study revealed that customers are more likely
buy products from brands that they trust and have positive reputations.
6
Santosh Dhar(2019) found that advertising has a positive influence on consumers' brand
awareness and brand attitude for textile brands in India. Furthermore, the study found that the
frequency of advertising and its emotional appeal were the most crucial determinants of
advertising effectiveness.

Hill et al(2007) According to him, consumer behavior and preferences are dynamic and are
influenced by various factors such as age, gender, income, and social status.

Choi et al(2012). The study conducted by him suggested that consumer preferences are
influenced by the perceived value of the product, brand reputation, and quality of the product.

Ailawadi et al. (2017) who suggested that consumers prioritize value for money while making a
purchase.

Jaakkola and Alexander (2014) highlighted that customer experience also plays a significant
role in influencing consumer preferences. Consumers tend to prefer brands that provide a
satisfactory overall experience in terms of customer service, product quality and delivery, and
post-sales services.
Ahn and Sung (2016) found that younger consumers value brands that are innovative and offer a
unique experience.

Kiran & Nafees, 2017; Kim & Choi, 2019.In the context of the clothing industry, studies have
suggested that consumers prefer brands that offer trendy, fashionable, and affordable clothing.

Abraham et al (2019). Consumers tend to prefer brands that offer a wide range of sizes and
styles to cater to different body types and personal preferences.

7
Fabian Herweg, Antonio Rosato (2019), the study analyzes a model of price competition and bait-
switch
strategy where the customers are first to baited by merchants advertising of products or services at
low price but upon visiting are pressured by salesperson to consider similar but expensive items
(switching). The study proposed baseline model to explain the equilibrium of pricing game.

Viktorija viciunaite, Frode Alfnes (2020) examined sustainable business models with a consumer
preference perspective. Online survey was conducted with sample of 394 active knitters in Norway
2018. The findings suggested heterogeneous preferences for suitable attributes. The study concluded
that firms could increase sustainable consumption through making purchase of sustainable items.

Byoungho Ellie Jin, Daeun chloe shin (2020), The study analyses three areas of disruptive business
model innovation in the fashion retail industry. The study further explains the models keenly answer
fundamental
needs unmet by current business models, the findings suggested the study received limited attention
therefore it is concluded that inclusion of cases involving other countries would deepen the
understanding of the
trends. The study recommends that more research to be done on other industries that face different
fundamental challenges.

Hanna Lee, Yingjiao Xu (2019), The study discuss response to growing demand towards enhanced
shopping experience through incorporating visual fitting rooms into fashion retail environment. The
purpose of study is to conduct a classification of available virtual fitting rooms technologies from the
perspective of consumer experience. The finding suggested number of limitations.

DOLEKOGLU (2008) the main determining factor affecting consumer behaviour or quality, price,
trust, availability of alternative packaging frequent advertisement, sales promotion, imitations,
availability, brand image, prestige, freshness and habits.

RAVILOCHANAN (2012)4 A research effort is undertaken with the specific objective of

analysing buyer behaviour in different retail outlets aimed to identify the factors that influence the
buyer behaviour of the customer with the status of customer experience in this format of retail
business.

8
 CHAPTER 3
OVER-VIEW OF THE COMPANY

9
 OVER-VIEW OF THE COMPANY
ZUDIO TRENT, A TATA ENTERPRISE

TYPE Private

INDUSTRY Private Label Clothing wear chain

FOUNDED 1998

FOUNDER Noel Naval Tata

HEADQUARTES Mumbai, Maharashtra, India

AREA SERVED INDIA

Noel naval Tata – Chairman

KEY PEOPLE
P. Venkatesalu - CEO

10
PRODUCTS Clothing Wears

Footwears

Accessories

Cosmetics

REVENUE ₹8,213 crore (US$69 million) (FY23)

NUMBER OF EMPLOYEES 5000

WEBSITE www.zudio.com
www.trentlimited.com

11
 ZUDIO TRENT, A Tata Enterprise

ZUDIO Trent, a Tata group company founded in 1998, is based in Mumbai but operates
throughout India. Trent is a prominent participant in India's branded retail market. The firm
primarily runs stores in four forms: Westside, Zudio, Star and Landmark. Westside is the company's
cornerstone of retailing, offering an exclusive variety of its own branded fashion clothing. The
business has already opened 174 Westside outlets in 90 cities. Zudio provides tempting fashion at
unbelievably low costs. The firm has opened 133 Zudio outlets in 57 locations. Star is a fresh food
and grocery retail business with 60 locations in seven cities. Landmark is a family entertainment
brand that runs six independent businesses and retails in select Westside locations.

Tata sold a 50% share in the cosmetics brand Lakme to HUL for 200 crores (US$48.46 million)
in 1998, and the proceeds were used to establish Trent. Every Lakme Zudiore stockholders received
separate shares in Trent. Simone Tata, the chairman of Lakme, has been appointed to lead Trent.
Tata recognized larger development potential in retail and argued that it would be considerably
more difficult for an Indian firm to produce new beauty items in a market that has opened up to
foreign players. Trent purchased a 76% controlling position in Landmark, a privately held books
and music shop located in Chennai, in August 2005, and finalized a 100% takeover in April 2008.

VISION

Zudio is aggressively expanding across India, bringing tempting fashion to the forefront at
unrivalled costs. Zudio builds everything in-house and values trend-savvy individuals. Zudio
thrives on developing tribes and providing incredible possibilities along the road.

MISSION

❖ Continuation of the emphasis on aspirational fashion ability

❖ Exciting exclusive brands have been scaled up.
❖ Ensured speedier shop openings in order to expand up to reach
❖ Dedicated to presenting the most recent fashion each week
❖ Created an omnichannel presence

Zudio evaluates important human capital requirements for their growth plan using frameworks
12
 such as the Human Capital Readiness Index. The Firm has launched a number of measures to
improve organizational capacities in order to maintain market competitiveness. Zudio hired over
5,000 colleagues in shops and continues to spend heavily on the training and development of their
personnel. Zudio has optimized management bandwidth, improved applicant experience, and
standardized the hiring process across several locations and regions by utilizing best-in-class
recruitment technology. As a result of the improved applicant experience, the average hiring
decision time was reduced by 80%. Trent, as part of the Tata group, strives for the highest levels
of governance and justice.

Frequent POSH (Prevention of Sexual Harassment), Tata Code of Conduct, and Women Safety
trainings educate colleagues on appropriate ethical behavior and foster a safe and healthy work
environment. Zudio had 11,073 employees (including Westside, Zudio, Landmark, and corporate
staff) as of March 31, 2023, 1,828 at Star, and 1,037 at subsidiaries including Booker India Ltd.,
Fiora Business Support Services Ltd., Nahar Retail Trading Services Ltd., Fiora Hypermarket Ltd.,
and Fiora Online Ltd., for a total of 13,938 employees.

Economic Analysis

• Direct Report from ICICI Trent Ltd. is India's largest retailer, with a presence in a variety
of consumer sectors (550 plus stores).
• Trent is one of the fastest-growing businesses in our retail coverage universe due to the
intrinsic strength of its brands (Westside, Zudio, Star, Zara) and expedited store openings.
• Zudio remains India's fastest-growing value fashion brand, with revenues exceeding
Rs1000 crore in FY23. As the brand gained size, it posted its greatest EBIT margin of 6%
in FY23 (FY22: 1%). Westside format outperformed pre-Covid levels beginning in H2
FY23, with positive same-store sales growth (FY23 gross revenue: Rs 2900 crore). Trent's
share price increased by 2.89% from the previous share price of 1204.65.

Social Analysis

• Zudio is fully focused on unique branded items that are curated in-house and in-line with
the newest fashion trends at competitive costs. The selections are continually replenished
in order to present clients with new and updated items on each visit.
• Apart from providing distinctive design and customer experience, active management of
13
 the value chain is critical to developing a viable business plan for this idea.
• We know that being fashion-forward and in touch with shifting trends is crucial when
marketing to a younger demographic.
• As a result, like with Westside, the emphasis is on shortening lead times and getting new
collections into stores as soon as feasible. The goal is to consistently reduce the time
between the initial design concept and its availability on the shelf. As a matter of preference,
merchandise is nearly completely acquired from within India, providing access, quickness,
and flexibility.

Technological Analysis

• The epidemic has intensified the use of internet networks. In keeping with the shifting
tastes, they continued to stress the seamless access to their stores and follow their
consumers across media.
• The goal is to make it easier to access and experience the brand's fundamental individual
preferences and convenience.
• Zudio accesses a growing online audience via Westside.com, a partnership with Tata Cliq,
and now Tata Neu - the recently released mega app that aims to integrate the Tata brand
world.
• Customers of Zudio continue to value the ease of digital access, with the online channel
expanding 74% year on year in FY23 and accounting for almost 7% of Westside sales.
Even while the retail business has improved substantially in recent quarters, the percentage
of online revenues has remained over 5% on an ongoing basis.
• Digital content and social media activities are increasingly crucial to the continual
communication of the consumer offer. Zudio has also introduced special styles online,
which are gaining popularity. They use a totally integrated strategy between their stores and
online platforms, with nearly all orders being served straight from stores.
• They strive to provide a seamless experience that allows customers to interact with their
businesses at their most convenient time, location, and mode. They want to greatly expand
this channel in the next years, utilizing the Tata Neu super app, which should allow them
to do so.
14
Environmental Analysis

• Since the competitive business and an audience that has extensive real-time exposure to
global fashion trends, Zudio is increasingly emphasizing on the speedy delivery of the latest
fashion by drastically cutting concept-to-customer time.
• Their unique brand portfolio give them better control over the supply chain, guaranteeing
that they offer the latest trend every week.
• Their company's backbone is a sustainable supply chain with strict inventory management.
Their warehouse ecosystems meet the expanding needs of their concepts.
• Zudio employs technology and solid inventory management systems, allowing them to
supply fresh fashion every week as well as speedier replenishment on a continuous basis.
• They are committed to investing in growing and
• modernizing their supply chain network in order to enable long-term company
development that is sustainable.
• While they stress speed across the value chain, they must also deliver on important
operational KPIs. Shrinkage, for example, is a leading indicator of operational efficiency
in retail and distribution operations.

Legal Analysis

• The Company has a well-defined system of internal controls in place to ensure financial
reporting of transactions and compliance with applicable laws and regulations, in proportion
to its size and kind of business.
• The Firm also has a well-defined procedure for ongoing management reporting and periodic
assessment of companies utilizing the Balanced Scorecard, the process to guarantee
alignment with strategic objectives.
• There is an active internal audit role that is carried out in partby internal resources and in part
by chartered accountant companies.
• The internal audit department examines control measures on a regular basis and suggests
modifications, as part of the efforts to evaluate the efficacy of internal control systems. The
internal audit department is manned by skilled and experienced professionals and reports
directly to the Board's Audit Committee.
• The Audit Committee analyses the audit results as well as the appropriateness and
effectiveness of internal control mechanisms on a regular basis. Based on their
recommendations, the Company has adopted a number of control measures in operational
and accounting sectors, as well as security measures.

15
MODEL PORTER (Five forces analysis)

1. The industry's competition

Aditya Birla Fashion and Retail Ltd. (ABFRL), formerly known as Pantaloons Fashion & Retail
Limited, was formed in May 2015 following the consolidation of Aditya Birla Group's branded
apparel businesses, which included Aditya Birla Nuvo Ltd.'s (ABNL) Madura Fashion division
and ABNL's subsidiaries Pantaloons Fashion & Retail Limited (PFRL) and Madura Garments
Lifestyle Retail Company Limited (MGLRCL). After consolidation, PFRL was renamed Aditya
Birla Fashion & Retail Limited on January 12, 2016. ABFRL is India's Number 1 Fashion Lifestyle
company. It is home to India's largest fashion network, with over 8000 places of sale in over
750+ cities and towns, including over 2161 exclusive brand outlets (EBOs) and 245 discount
shops. The Firm manufactures and retails branded garments and operates a chain of apparel and
accessory retail locations in India. Pantaloons Fashion & Retail Ltd (PFRL) was placed on the stock
exchanges on July 17, 2013, after the adoption of a Scheme of Demerger.

Vishal Retail Limited is one of India's fastest-growing shopping groups. The company's product
line includes clothes, non-apparel, and fast-moving consumer items. The firm provides ready-
made clothing and home goods. VRL Foods Ltd, VRL Movers Ltd, VRL Consumers Products Ltd,
VRL Fashions Ltd, and VRL Infrastructure Ltd are among the company's subsidiaries. Vishal
Retail Limited provides inexpensive family apparel at costs that are affordable to everyone. These
stores appeal to practically every pricing range. The shops contain around 70000 product lines that
cover all home needs. The cost-benefit that is generated from the massive central purchase of
products and services is passed on to the customer.

Future Lifestyle Fashions Ltd (FLF), a Future Group firm, is a leading integrated branded fashion
corporation with a presence in both the design and distribution arms of fashion. The company's
portfolio includes prominent local and worldwide fashion brands from a wide range of categories,
including formal menswear, casual wear, active or athletics, ethnic clothing, denim wear, footwear,
and accessories for men and women. The company's fashion brands are marketed through the
company's operated retail chains such as Central and Brand Factory, as well as Exclusive Brand
Outlets (EBOs), department stores, and Multi-Brand Outlets (MBOs), which are spread across 332
16
stores in more than 90 cities across the country and cover over 5.74 million sq. ft. of retail space.
These chains are supported by a strong sourcing network comprised of in- house trend spotting
and design teams, as well as sophisticated shipping and warehousing networks. The distribution
network of the corporation includes 40 Central Stores, 63 Brand Factory outlets, and 229 EBOs.
Future Value Fashion Retail Limited was formed on May 30, 2012, as Future Lifestyle Fashions
Ltd. The firm was founded by the combination of Future Retail Limited's and Future Ventures
India Limited's lifestyle fashion operations. On June 15, 2012, the firm received a Certificate of
Start of Business.

2. The potential for new industry entries

Indian retail has the highest level of competitiveness. Because the retail business structure is
unstructured, the likelihood of new players entering the game is great. Yet, ITC has a large market
share, the cost of distribution and reaching a retail shelf is considerable for rivals. · As a result,
General Mills must keep an eye on both branded and local market participants and work on
penetrating to expand its market share from 3% to above.

3. Power of suppliers

Suppliers' power will be fully dependent on the sale of existing goods in Zudio outlets, which have
always been loaded up and profit is exceeding expectations month after month. Once they begin
selling on various platforms, the need for additional supply will never cease.

4. Power of customers

Consumers are referred to as gods. In the retail industry, the optimal arrangement is to have the
lowest price and the highest quality goods. Customers will never return to the other options once
they have tasted this mix; although, a good offer may entice them. Also, word of mouth is the most
effective kind of marketing. As a result, consumers benefit and the firm thrives.

5. Threat of substitute product

The challenge will primarily come from similar marketers; nonetheless, this company of clothing
lines, particularly in the retail sector, faces stiff competition. The gap can only be established once
they begin to deliver on their promises. If, for example, Zudio raises the prices of the clothes line
they offer, they will initially earn a profit, but in the long term, the profit will become absolute
17
since the target client will no longer purchase from Zudio. In current times, competitors such as
V2, lifestyle, and so on might overlap the business. Being careful and acting in real-time is
important to the loop.

According to Zudio's strategic management, the firm is here to stay and is working on a few distinct
methods to develop exponentially and compete with the market's larger competitors.

❑ Nonmarket strategies: Although the firm is often focused on a one-on-one business model,
it can launch a customer loyalty programme in which they earn credit points or any other
type of rewarding model. They can create road events where Zudio models may do fashion
displays and show off extremely interesting outfits for people walking along the street.
Companies can work with a third party/platform (affiliate marketing) to reach out to their
consumers more effectively.
❑ Market Penetration: Zudio must enter the market in north India. The people of North India
are realistic and understand the importance of money. Zudio is a market for college- going
students and middle-class families that aspire to be on the cutting edge of fashion, and the
products are rather amazing.
❑ Innovation strategy: Though the firm is going well, a few additions will not only make it
the greatest company, but also the growth concepts may be set thinking. They opened 48
stores in 48 days, so they're obviously in it for the long term. The clothing is designed in a
minimalist manner that corresponds to the company's slogan. The counter addition for
socks and go-to handy goods has been given careful consideration and increased sales
potential.
❑ Disrupting Innovation: To provide a deeper understanding, retailers sell wipes for as little
as 30 rupees, and when the user does not feel any less than the wipes, the whole cost is less
than 200 rupees. Second, they offer a collection of lip balms and moisturizers that cost
Rs.50 and Rs.200, respectively. These innovative techniques, in which you set an example
of reduced pricing and high-quality products, provide consumers the power to shop
autonomously and gain a sense of success from purchasing so many items at such cheap
costs.

18
For understanding customer preference towards Zudio can be built on several key concepts,
including:

1. Customer Behavior: Customer behavior involves understanding how customers make

purchasing decisions and what factors influence those decisions. Studies have shown that
consumers are more likely to make a purchase if they perceive value in the product or
service provided. In the context of Zudio, understanding factors such as quality, price, and
convenience can help explain customer preferences.
2. Branding and Image: The brand image of a product or service can play an important role
in customer preference. A strong brand can create a sense of trust and loyalty amongst
customers, leading to repeat business and positive word of mouth reviews. Zudio, as a
brand, has its own unique image and perception amongst customers that can influence their
preference.
3. Product Differentiation: Product differentiation is the process of distinguishing a product
or service from its competitors through unique features, benefits, or qualities. When
customers perceive a product or service as being different, they may be more likely to
choose it over the competition. In the context of Zudio, determining what sets the brand
apart from competitors can shed light on customer preference.
4. Customer Demographics: Demographics, including age, income, and purchasing power,
also play a role in customer preference towards Zudio. Understanding the target market
and their preferences can aid in creating a marketing strategy that resonates with the
intended audience.

Overall, the theoretical framework for understanding customer preference towards Zudio involves
a combination of consumer behavior, branding and image, product differentiation, and customer
demographics. By analyzing each of these factors, businesses can better understand their target
market and tailor their strategies to meet their preferences.

19
20
21
22
23
24
25
26
27
28
29
30
 CHAPTER 3
DATA ANALYSIS &
INTERPRETATION

31
Table 3.1: Gender of Respondents

Gender Frequency Percentage

Female 69 69
Male 31 31
Others 0 0
Total 100 100

Figure 3.1

Interpretation:

From the above graph, we can see that majority of the respondents were females. They
contributed upto 69% of total respondents while males were only 31% of total respondents.

Table 3.2: Age group of Respondents

Age Frequency Percentage

Below 18 1 1
18-22 87 87

32
 23-27 7 7
28-32 4 4
Above 32 1 1
Total 100 100

Figure 3.2

Interpretation:

Out of 100 respondents ,87% are in the age group of 18-22, 7% under 23-27, 4% under 28-32 and
only 1% from age group below 18 and above 32. Most of the respondents fall under the age groupof
18-22.

Table 3.3: Occupation of Respondents

Occupational status Frequency Percentage

Student 88 88
Government employee 1 1
Non-Government employee 6 6
Unemployed 3 3

33
 Others 2 2
Total 100 100

Figure 3.3

Interpretation:

Around 88% of the respondents are students ,Non-Government employee and Government
employee are 6% and 1% respectively. Unemployed and others constitute 3% and 2% of the total
respondents.

Table 3.4:Frequency of purchasing from Zudio

Visiting period Frequency Percentage

Monthly 10 10
Quarterly 18 18
Seasonally/During offers in 72 72
occasion
Total 100 100

34
Figure 3.4

Interpretation:

Majority of the respondents (72%) purchase from Zudio seasonally .18% and 10% of the
respondents purchase from Zudio quarterly and monthly respectively.

Table 3.5: Type of product purchasing from Zudio

Type of product Frequency Percentage

Clothing 95 95
Footwears 4 4
Cosmetics 0 0
Other accessories 1 1
Total 100 100

35
Figure 3.5

Interpretation:

Majority prefers to purchase clothes from Zudio(95%). Only 4% and 1% of the respondents
prefers to purchase footwears and other accessories.

Table 3.6: Idea or concept about Zudio

Idea or Concept Frequency Percentage

One stop shopping 10 10
Value store 61 61
Just another option 29 29
Total 100 100

36
Figure 3.6

Interpretation:

61% of the respondents believe that Zudio is a value store,29% of the respondents views it as an
another option. 10% view it as one stop shopping place.

Table 3.7: Attractive feature to prefer Zudio

Feature Frequency Percentage

Low price 30 30
Convenient 28 28
Variety of products 42 42
Other 0 0
Total 100 100

37
Figure 3.7

Interpretation:

42% of the respondents prefer Zudio due to the variety of products available.30% of the
respondents prefer Zudio due to low price and 28% due to convenience.

Table 3.8:Frequency of Zudio Ads

Frequency No. of respondents Percentage

Always 11 11
Often 20 20
Occasionally 42 42
Never 27 27
Total 100 100

38
Figure 3.8

Interpretation

Most of the respondents had only seen Zudio Ads occasionally(42%).27% of the respondents had
never seen ads of Zudio.20% oftenly see the ad and the remaining 11% always see the ad.

Table 3.9: Sources from which the customers know about Zudio

Source Frequency Percentage

Newspaper 5 5
TV 4 4
Store displays 22 22
Reference group 53 53
Internet 16 16
Others 0 0
Total 100 100

39
Figure 3.9:

Interpretation

Most of the respondents get to know about Zudio from reference group like friends and family
members(53%).22% and 16% of respondents know from store displays and internet respectively.
Remaining 9% from newspaper and TV.

FACTORS INFLUENCING CUSTOMERS TO PURCHASE FROM ZUDIO

1. Convenience

Table 3.10

Response Frequency Percentage

Strongly agree 20 20
Agree 57 57
Neutral 22 22
Disagree 1 1
Strongly disagree 0 0
Total 100 100

40
Figure 3.10

Interpretation:

77% of the respondents prefer Zudio because of their convenience and 22% showed their neutral
attitude. The remaining 1% disagreed.

2. Quality of product

Table 3.11

Response Frequency Percentage

Strongly agree 15 15
Agree 55 55
Neutral 29 29
Disagree 1 1
Strongly disagree 0 0
Total 100 100

41
Figure 3.11

Interpretation:

70% of the respondents prefer Zudio due to quality of product.29% of them neither agree nor
disagree whereas 1% of the respondents disagreed.

3. Price of the product

Table 3.12

Response Frequency Percentage

Strongly agree 26 26
Agree 46 46
Neutral 26 26
Disagree 2 2
Strongly disagree 0 0
Total 100 100

42
Figure 3.12

Interpretation:

72% of the respondents prefer Zudio due to price of the product.26% showed their neutral
attitude and the remaining 2% showed disagreement.

4. Staff

services Table

3.13

Response Frequency Percentage

Strongly agree 7 7
Agree 55 55
Neutral 34 34
Disagree 3 3
Strongly disagree 1 1
Total 100 100

43
Figure 3.13

Interpretation:

62% of the respondents prefer Zudio due to staff service of the Zudio.34% showed their neutral
attitude and the remaining 4% showed disagreement.

5. Variety or range(size)

available Table 3.14

Response Frequency Percentage

Strongly agree 27 27
Agree 43 43
Neutral 29 29
Disagree 1 1
Strongly disagree 0 0
Total 100 100

44
Figure 3.14

Interpretation:

70% of the respondents prefer Zudio due to variety of the product.29% showed their neutral
attitude and the remaining 1% showed disagreement.

6. Discounts and offers

Table 3.15

Response Frequency Percentage

Strongly agree 21 21
Agree 48 48
Neutral 27 27
Disagree 2 2
Strongly disagree 2 2
Total 100 100

45
Figure 3.15

Interpretation:

69% of the respondents prefer Zudio due to discount and offers for the product.27% showed
their neutral attitude and the remaining 4% showed disagreement.

7. Preference towards brand

Table 3.16

Response Frequency Percentage

Strongly agree 14 14
Agree 52 52
Neutral 31 31
Disagree 3 3
Strongly disagree 0 0
Total 100 100

46
Figure 3.16

Interpretation:

66% of the respondents prefer Zudio due to brand preference.31% showed their neutral attitude and
the remaining 3% showed disagreement.

Table 3.17:Awareness about the online shopping facility of Zudio

Responses Frequency Percentage

Yes 30 30
No 70 70
Total 100 100

Figure 3.17

47
Interpretation:

It is evident from the above figure that 30% of the people are aware and 70% of the people are not
aware of the online shopping facility.

Table 3.18:Faced problem in finding the right size

Response Frequency Percentage

Strongly agree 5 5
Agree 40 40
Neutral 19 19
Disagree 29 29
Strongly disagree 7 7
Total 100 100

Figure 3.18
37
Interpretation:

45% the respondents have faced problem in finding the right size of clothes and 36% of the
respondents haven’t faced this problem. Remaining 19% showed their neutral attitude.

Table 3.19:Rating the availability of stock at Zudio

Response Frequency Percentage

Excellent 9 9
Very good 4 4
Good 15 15
Fair 38 38
Average 34 34
Total 100 100

Figure 3.19

38
Interpretation:

Majority (87%) of the people are of the opinion that the availability of stock is not good. The
remaining are satisfied with the stock availability.

Table 3.20:Faced issues with quality of products

Response Frequency Percentage

Strongly agree 4 4
Agree 25 25
Neutral 35 35
Disagree 29 29
Strongly disagree 7 7
Total 100 100

Figure 3.20
39
Interpretation:

Majority of the respondents have neutral opinion regarding this statement(35%).29% agreed and
36% disagreed to the statement.

Table 3.21: Experienced difficulties with staff members

Responses Frequency Percentage

Yes 60 60
No 40 40
Total 100 100

Figure 3.21

40
Interpretation

Majority(60%) of the respondents have experienced difficulties with staff members at Zudio. Only
40% of the respondents haven’t faced difficulties with staff members at zudio.

Table 3.22:Encountered difficulties in making payment for the purchases

Response Frequency Percentage

Strongly agree 6 6
Agree 32 32
Neutral 31 31
Disagree 22 22
Strongly disagree 9 9
Total 100 100

41
Figure 3.22

Interpretation:

38 % of the respondents have agreement regarding this statement.31% disagreed and 31% had
neutral opinion regarding the statement.

Table 3.23:Faced issues with the delivery and return policies

Response Frequency Percentage

Strongly agree 2 2
Agree 40 40
Neutral 26 26
Disagree 23 23
Strongly disagree 9 9
Total 100 100

42
Figure 3.23

Interpretation:

42% of the respondents have faced difficulties regarding delivery and return policy, 32% haven’t
faced any issues and the remaining 26% neither agree nor disagree.

Table 3.24: Opinion about the number of retail outlets

Response Frequency Percentage

Strongly agree 8 8
Agree 45 45
Neutral 26 26
Disagree 16 16
Strongly disagree 5 5
Total 100 100

43
Figure 3.24

Interpretation

Majority of the respondents have agreed to this statement(53%).21% disagreed and 26% showed
their neutral attitude to the statement.

Table 3.25: Agreement regarding charging extra cost for carry bags

Response Frequency Percentage

Strongly agree 6 6
Agree 20 20
Neutral 22 22
Disagree 43 43
Strongly disagree 9 9

44
 Total 100 100

Figure 3.25

Interpretation:

Majority of the respondents (52%)have disagreed with charging extra cost for carry bags .26%
agreed and 22% neither agree nor disagree.

Table 3.26: Faced any difficulties while doing online shopping from zudio

Responses Frequency Percentage

Yes 76 80
No 19 20
Total 95 100

Figure 3.26

45
Interpretation:

Majority(80%) of the respondents have faced difficulties while shopping online and the remaining
haven’t faced any difficulties(20%).

Table 3.27: Long queue Infront of the trial room is a problem

Response Frequency Percentage

Strongly agree 27 27
Agree 37 37
Neutral 29 29
Disagree 6 6
Strongly disagree 1 1
Total 100 100

46
Figure 3.27

Interpretation:

Majority of the respondents (64%)agreed with the statement while 7% of the respondents
disagreed with it. 29% of the respondents showed their neutral attitude towards the statement.

Table 3.28: Satisfaction with the billing system process

Responses Frequency Percentage

Yes 87 87
No 13 13
Total 100 100

47
Figure 3.28

Interpretation:

Majority of the respondents (87%) were satisfied with billing system process of Zudio while the
remaining 13% dissatisfied with this.

Table 3.29: The customer assistance process in Zudio

Responses Frequency Percentage

Highly satisfied 7 7
Satisfied 66 66
Neither satisfied nor dissatisfied 26 26
Dissatisfied 1 1
Highly dissatisfied 0 0
Total 100 100

48
Figure 3.29

Interpretation:

Majority of the respondents(73%) are satisfied customer assistance process and 26% of them are
neither satisfied nor dissatisfied with the customer assistance process and the remaining 1% is
dissatisfied.

Table 3.30: Zudio offers quality products at reasonable price

Response Frequency Percentage

Strongly agree 16 16
Agree 54 54
Neutral 28 28
Disagree 2 2
Strongly disagree 0 0
Total 100 100

49
Figure 3.30

Interpretation:

Majority of the respondents(70%) are satisfied with statement while 28% of them showed their
neutral attitude towards the statement and the remaining 2% disagreed.

Table 3.31: ľhe stoíe layout of Zudio is easy foí the customeís to find out what they need.

Response Frequency Percentage

Strongly agree 20 20
Agree 48 48
Neutral 29 29
Disagree 3 3
Strongly disagree 0 0
Total 100 100

50
Figuíe 3.31

Interpretation:

Majority of the people (68%) have agreed with the statement and 3% have disagreed to it while
29% of them neither agreed nor disagreed.

Table 3.32: Maintenance and cleanliness of the store is very good

Response Frequency Percentage

Strongly agree 26 26
Agree 53 53
Neutral 20 20
Disagree 1 1
Strongly disagree 0 0
Total 100 100
Figure 3.32

51
Interpretation:

Majority of the people (79%) have agreed with the statement and 1% have disagreed to it while
20% of them neither agreed nor disagreed.

Table 3.33: Zudio is always updated with latest fashion

Response Frequency Percentage

Strongly agree 27 27
Agree 46 46
Neutral 25 25
Disagree 2 2
Strongly disagree 0 0
Total 100 100

52
Figure 3.33

Interpretation:

Majority of the people (73%) have agreed with the statement and 2% have disagreed to it while
25% of them neither agreed nor disagreed.

Table 3.34: Satisfaction regarding the exchange policy

Response Frequency Percentage

Yes 51 51
No 49 49
Total 100 100

53
Figure 3.34

Interpretation:

51% of the respondents are satisfied with the exchange policy of Zudio while remaining 49% is
not satisfied.

Table 3.35:Satisfaction with the online shopping facility

Response Frequency Percentage

Yes 58 66.7

No 29 33.3

Total 87 100

54
Figure 3.35

Interpretation:

Majority of the respondents (66.7%) are satisfied with the online shopping facility and 33.3% of
the respondents are dissatisfied.

Table 3.36: Overall experience visiting Zudio

Response Frequency Percentage

Excellent 23 23
Good 59 59
Average 18 18
Bad 0 0
Worst 0 0
Total 100 100

55
Figure 3.36

Interpretation:

All of the respondents are satisfied with the overall shopping experience with Zudio.

Table 3.37: Recommendation to Purchase

Response Frequency Percentage

Yes 94 94

No 6 6

Total 100 100

Figure 3.37

56
Interpretation:

The above graph shows that out of the total, 94% of the respondents are willing to recommend
Zudio to others while the remaining 6% don’t recommend.

57
 CHAPTER 4
FINDINGS, CONCLUSION AND
SUGGESTION

58
4.1 FINDINGS

• Majority of the respondents are females.

• Majority of the respondents belong to the age group of 18-22.
• Students form a major part of the study.
• Majority of the respondents purchase from Zudio seasonally/during offers in occasion.
• Majority of the respondents purchase clothes from Zudio.
• Higher percentage of respondents believe that Zudio is a value store.
• Variety of product is the most attractive feature to prefer Zudio.
• Zudio ads appears only occasionally.
• Most of the respondents get to know about Zudio from reference group like friends,
family etc.
1. Factors influencing the customers to prefer Zudio.
• Convenience is the most influencing factor for the customers to prefer Zudio.
• Price of the product has a remarkably high effect on the customer’s preference towards
Zudio.
• Variety/range available (size) and quality of products are the antecedents with a high
effect on the respondents to choose Zudio.
• Discount and offers is an antecedent with a low effect on the customers of Zudio.
• Preference towards brand and staff services are considered to be the least affected factor to
prefer Zudio.
2. Problems faced by customers while purchasing from Zudio
• Majority of the respondents are not aware of the online shopping facility of Zudio.

59
• Nearly 45% of the respondents faced problems in finding the right size of clothing at
Zudio.
• Most of the respondents rate the availability of stock at Zudio in terms of variety, colors,
size as not good.
• About 60% of respondents have faced difficulties with the staff members at Zudio.
• 38% of the respondents have encountered difficulties in making payments for purchases
at Zudio.
• Nearly 42% of the respondents have faced issues with the delivery and return policy.
• Respondents have a mixed opinion regarding the quality of the products.
• Majority of the respondents have the opinion that there are no enough retail outlets for
Zudio.
• Most of the respondents have disagreement for charging extra cost for carry bags.
• Majority of the respondents have faced difficulties while doing online shopping from
Zudio.
• About 64% of respondents agreed that long queue infront of the trial room is a problem.
3. Satisfaction level of customers
• Majority of the respondents are satisfied with the billing system of Zudio.
• Most of the respondents are satisfied with the customer assistance process in Zudio.
• Majority of the respondents believe that Zudio offers quality goods at reasonable price.
• About 68% of the respondents is of the opinion that the store layout of Zudio is easy for
the customers to find out what they need.
• Nearly 79% of the respondents are satisfied with the maintenance and cleanliness of the
store.
• Most of the respondents is of the opinion that Zudio is always updated with latest fashion.
• Only 51% of the respondents are satisfied with the exchange policy of Zudio.
• About 66.7% of the respondents are satisfied with the online shopping facility of Zudio.
• All of the respondents are satisfied with the overall shopping experience with Zudio.
• Most of the respondents are willing to recommend Zudio to their friends and family.

60
4.2. SUGGESTIONS

• Zudio should improve the quality of its products (clothes, footwears,etc.) and need to
introduce more variety of products in order to face competition.
• Long queue infront of the trial room and billing section is a major problem. So inorder to
avoid this, more number of trial rooms and billing counters should be provided.
• Zudio doesn’t employ any widespread advertising strategies. So, it has to focus more on
increasing its promotional activities. This will in turn helps to build brand awareness
among common people.
• Zudio has to harness the power of customer service to develop a positive relationship with
the customers. Customer’s complaints and queries should be handled efficiently and
promptly.
• Zudio should provide more awareness about its online shopping facility. There should be
a grievance cell to handle with customer’s problems regarding online shopping.
• There are no enough retail outlets for Zudio in Ernakulam District. So, it should increase
its number of outlets.
• Zudio should concentrate on introducing more formal and ethnic collections. It should
also include more cosmetic items.
• Zudio should try to provide carry bags at free of cost.

61
4.3 CONCLUSION

The study focused on customer preference towards Zudio to preserve customer loyalty and
retention. It identified seven factors influencing customers to prefer Zudio, such as convenience,
quality of product, price, staff services, variety, discount or offers, and preference towards brand.
The problems faced by customers included lack of awareness, availability of stock, staff members,
payments, delivery and return policies, lack of enough retail outlets, charging extra cost for carry
bags, difficulties in online shopping, and long queue in front of the trial room. The study found
that convenience, price and quality of the product are the main factors influencing customers to
prefer Zudio, while lack of awareness about online shopping, long queues, lack of enough retail
outlets and charging extra cost for carry bags are the major problems. Suggestions have been
provided to improve customer experiences and loyalty.

Zudio has established a strong market position as a company that offers rapid fashion at competitive
pricing. Zudio has the ability to maintain and expand its consumer base in the futureby consistently
offering new collections and improving the shopping experience for customers. IfZudio anticipates
all of the factors that will drive users to Zudio and solves the issues they are having, it can become
a revolutionary success on the market.

62
BIBLIOGRAPHY

63
 Bibliography
Websites

https://www.zudio.com/
http://www.tatacliq.com
https://scholar.google.com
https://www.linkedin.com/pulse/zudio-a-fashion-zenith-divyanjali-
sinha
Journals
https://www.indiantextilemagazine.in/tag/zudio/
https://www.fibre2fashion.com/news/fashion-news/trent-launches-private-label-store-zudio- in-
bengaluru-191414-newsdetails.htm
https://in.apparelresources.com/business-news/retail/reliance-retail-eyes-value-apparel- space-
success-zudio/

https://www.socialsamosa.com/2023/01/what-tapris-did-for-pulse-candy-influencers-are- doing-
for-zudio/

Articles
https://www.scribd.com/document/334530643/A-Study-on-customer-satisfaction-towards- Max-
Fashion-s
https://www.business-standard.com/article/companies/zudio-the-
new-engine-driving-retail-giant-trent-s-revenue-growth-
120022900036_1.html

64
https://economictimes.indiatimes.com/industry/services/retail/relian
ce-retail-other-top-brands-eye-value-space-after-zudios-
succes/articleshow/98647691.cms

65
APPENDIX

66
A STUDY ON CUSTOMER PREFERENCE
TOWARDS ZUDIO
QUESTIONNAIRE
1. Name:

2. Gender:

Female

Male

Others

3.Age

Below 18

18-22

23-27

28-32

Above 32

4 .Occupation

Student

Government Employee

Non-Government Employee

Unemployed

Others

67
5 .How often do you purchase from Zudio?

Monthly

Quarterly

Seasonally/during offers in occasion

6. What type of products do you usually purchase from Zudio?

Clothing

Footwear

Cosmetics

Other accessories

7. What is your idea or concept about Zudio?

One stop shopping

Value store

Just another option

8. What attracts you to visit Zudio instead of other shops?

Low price

Convenient

Variety of products

Other:

9. How often do you see Zudio ads in newspapers, TV and internet?

Always

68
 Often

Occasionally

Never

10. How did you get to know about Zudio?

Newspaper

TV

Through store displays

From reference group like friends and family members

Internet

Other:

11. Some of the Factors influencing your purchase from Zudio are given below: (rate your level
of agreement with each factor)

Factor Strongly Agree Neutral disagree Strongly

agree disagree
Convenience
Quality of product
Price of the product
Staff services
Variety/range (size)
available
Discounts and
offers

69
 Preference towards
brand

12. Are you aware of the online shopping facility of Zudio?

Yes

No

13. You have faced problems in finding the right size of clothing at

Zudio. Strongly agree

Agree

Neutral

Disagree Strongly

disagree

14 .How do you rate the availability of stock at Zudio stores in terms of variety, colors and
sizes?

Excellent

Very

good

Good Fair

70
 Average

15. You have faced issues with the quality of Zudio products.

Strongly agree

Agree

Neutral

Disagree Strongly

disagree

16 .You have experienced difficulties with the staff members at Zudio.

Yes

No

17 .You have encountered difficulties in making payments for your purchases at Zudio.

Strongly agree

Agree

Neutral

Disagree Strongly

disagree

18 .You have faced issues with the delivery and return policies of Zudio.

Strongly agree

Agree

71
 Neutral

Disagree

Strongly disagree

19. There are not enough retail outlets for Zudio .

Strongly agree

Agree

Neutral

Disagree Strongly

disagree

20 .Do you agree with charging extra cost for carry bags?

Strongly agree

Agree

Neutral

Disagree Strongly

disagree

21. Have you ever faced any difficulties while doing online shopping from zudio?

Yes

No

22 .Long queue infront of the trial room is a problem.

Strongly agree

72
 Agree

Neutral

Disagree Strongly

disagree

23. Are you satisfied with the billing system of Zudio?

Yes

No

24. How is the customer assistance process in Zudio?

Highly satisfied

Satisfied

Neither satisfied nor dissatisfied

Dissatisfied

Highly dissatisfied

25. Zudio offers quality products at reasonable price

Strongly agree

Agree

Neutral

Disagree Strongly

Disagree

26 .The store layout of Zudio is easy for the customers to find out what they need.

73
 Strongly agree

Agree

Neutral

Disagree Strongly

Disagree

27 .Maintenance and cleanliness of the store is very good

Strongly agree

Agree

Neutral

Disagree Strongly

disagree

28. Zudio is always updated with the latest fashions.

Strongly agree

Agree

Neutral

Disagree Strongly

disagree

29 .Are you satisfied with the exchange policy of Zudio?

Yes

No

74
30. Are you satisfied with the online shopping facility of Zudio?

Yes

No

31 .How was your overall experience visiting the Zudio retail store?

Excellent

Good

Average

Bad

Worst

32 .Would you recommend Zudio to your friends and family based on your shopping
experiences?

Yes

No

33. Do you think that Zudio needs to improve in any specific areas to enhance customer
satisfaction? (Give suggestions to improve their performance)

THANK YOU

**************************************************************

75