178240592503 - Prashant G. Gondaliya.pdf

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PROJECT REPORT ON “CUSTOMER SATISFACTION” For “PANTALOONS FASHION AND RETAIL LTD.” Submitted to ATMIYA Institute of Technology & Science IN PARTIAL FULFILLMENT OF THE REQUIREMENT OF THE AWARD FOR THE DEGREE OF MASTER OF BUSINESS ADMINISTRATION Under Gujarat Technological University UNDER THE GUIDANCE OF Faculty Guide Asst. Prof.Ishita Mehta MANAGER)

Company Guide Mr. MayurGhumnani (HR

Submitted by PRASHANT G. GONDALIYA Enrollment No:-178240592503 M.B.A – SEMESTER III ATMIYA Institute of Technology & Science M.B.A PROGRAMME Affiliated to Gujarat Technological University Ahmedabad July 2018

COMPANY INTERNSHIP CERTIFICATE

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COLLEGE CERTIFICATE

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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(MayurGhunani )and Dr. NISHANT DHRUV (HOD, MBA Department) for giving me opportunity to do my Summer Training at “PANTALOONS FASHION& RETAIL LTD.”

I would like to express my deepest gratitude to “PANTALOON FASHION & RETAIL LTD.” Rajkot, for providing me with an opportunity of hard–core marketing. I am thankful to the Chief executive officer at “PANTALOONS FASHION AND RETAIL LTD.”

I am extremely grateful to my guide Prof. ISHITA MEHTA, to lead me and solving my problems throughout the Summer Internship Program and also to all faculties of MBA Department, AITS.

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

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

Place: Rajkot Date: 22/07/2018

(Signature) (Prashant Gondaliya)

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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 ON CUSTOMER SATISFACTION AT PANTALOONS FASHION & RETAIL LTD.”, RAJKOT.

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

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

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

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Sr. No.

TABLE OF CONTENTS Particulars

Page No.

Preface Acknowledgement Declaration Executive Summary 1.0 1.1 1.2 1.3 1.4

Part – 1 Industry Information About the Industry Indian Market World Market Growth of the Industry

1 2 3 4 5

2.0 2.1 2.2

6 7 14

2.4

Part – II Organization Information About Organization Organization Structure Introduction to Functional Department Finance Marketing HR Production SWOT Analysis

3.0 3.1 3.2 3.3 3.4

Part – III – Primary Study Introduction of the study Literature Review Problem Statement Research Objective

22 23 24 30 31

4.0 4.1 4.2 4.3 4.4 4.5 4.6 4.7 5.0 5.1 5.2

Research Methodology Research Design Source/s of Data Data Collection Method Population Data Collection Instrument Sampling Method Data Analysis & Interpretation Findings Suggestion Conclusion

32 33 34 34 36 36 36 37 61 62 63

2.3

16

20

VII

5.3

Limitation of the Study

6.0

References / Bibliography (APA Style) 65 Annexure

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66

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1.0Part – I Industry Information

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1.1OVERVIEW OF RETAIL INDUSTRY Retailing is one of the largest and fastest growing industries. It accounts for 10% of the country’s GDP and 8% of the employment. Retailing is a French word means “TO CUT” and is a business where in the product or service is marketed and efforts are made by the retailer in order to satisfy its final consumers.

Retail INDUSTRY

organised Sector(7%)

Unorganised Sector(93%)

MAJOR SEGMENTS  FOOD  CONSUMER DURABLES  LEISURE & ENTERTAINMENT  HEALTH & BEAUTY & PHARMA

    

FASHION FASHION ACCESSORIES FURNITURE TELECOM BOOKS & MUSIC

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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1.2RETAILING IN INDIA The Indian Retail Industry is the fifth largest in the world comprising of organizing and unorganized sectors, India retail industry is one of the fastest growing industry in India, especially for last few years. Though initially, the retail industry in India was almost unorganized, however with change of taste and preference of the customers, the industry is getting more popular of these days and getting organized as well. With growing market demand, the industry is expected to grow to a pace of 20- 30% annually. The India retail industry was expected to grow from 35000 Crore in 2004-05 to 109000 Crore in 2010.

According to the 8th Annual GLOBAL RETAIL DEVELOPMENT INDEX (GRDI), India retail industry is most promising emerging market for investment. In 2007 the retail trade in India had a share of 8-10% in the gross domestic product of the country. In 2009 it rose to 12%. It is expected to reach by 22% in 2010-11.

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

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

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

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time.

1.3GLOBAL SCENARIO OF RETAIL INDUSTRY Retailing is the largest industry globally and is second largest in the United States both in the number of establishment and in the number of employees. Retailing is the activity which involves selling of goods directly to the consumer and act as an intermediary between the producer and the customer. It has played a major role in increasing the productivity and its best impact is seen on countries such as USA, U.K Mexico, China etc. retailing is the biggest industry with the sale of 7.2 trillion and it employs more than 22 Americans. Retail generated a shareholders return of 18%.

Top retailers worldwide are: Retailer

Home Country

Wal-Mart stores

U.S.A

Carrefour group

France

The Kroger Co.

U. S.A

The Home Depot. Inc.

U. S.A

Metro

Germany

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

According to the Global retail development Index international retailers are now mere adept to the tackling the individual challenges, which require different strategies to be successful. There has been huge transformation in the retail industry as the retailers have gained understanding about the market struggle with shifting changes in economic and political 4

trends.

1.4GROWTH OF RETAIL INDUSTRY

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

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

According to the latest update of December 2017:-

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

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

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

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

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2.0Part – II Organization Information

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2.1HISTORY OF ADITYA BIRLA GROUP

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

Additional information: PARTICULARS

INFORMATION

Type of Company

Public Company

Incorporated

1870

Employees

72000

Sales(2005)

$5.79 billion

Stock Exchange

India

Ticker Symbol

BIR

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

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

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

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

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

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

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

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

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HISTORY The

company

was

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

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

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

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

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

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

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 2001 - Retail major Pantaloons has forged an alliance with Arvind Mills for the supply of fabric and apparel for its in-house brands.  2012 - Kishore Biyani’s Pantaloons Retail to be re-named as ‘Future Retail India Ltd’ post demerger.

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

COMPANY PROFILE “PANTALOONS FASHION

NAME

&RETAIL LTD.”

Address

Bharat Iskon Mall, Plot no 64,TP SchemeNo.3,150 Ft ring Road,Off, OppParijat party plot,Kalawad Road,RAJKOT

Headquarters

Mumbai

Phone No:

0281-2332974

Size of the Organization

Large scale

Working Hours

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Product

Different type of Clothing Brand

Slogan

In Love With Life In Love With Fashion

Logo

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TEXTILE BRANDS OF ADITYA BIRLA

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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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2.2ORGANIZATION STRUCTURE

CEO

AREA MANAGER

CATAGORY

STORE MANGER

ASSISTANT DEPARTMENT MANAGER

CUSTOMER SERVICE DESK

TEAM MEMBER

DEPARTMENT MANAGER

FASHION ASSISTANT

CASHIER

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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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2.3ORGANIZATIONAL DEPARTMENTS

Buying Department

Marketing Department

Planning Department

Finance Department

Admin Department

HR Department

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

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BUYING DEPARTMENT

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

PLANNING DEPARTMENT:

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

OPERATION DEPARTMENT:

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

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ADMINISTRATION DEPARTMENT

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

MARKETING DEPARTMENT:

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

FINANCE DEPARTMENT:

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

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

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Type of Payment -Cash -Cheque -Gift card -Gift voucher Corporate

-E- Gift Voucher -Free Charge

- Mobikwik -Green Card

-UBI card -American express card - Accord Coupon -Bajaj Finance

HR DEPARTMENT:

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

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2.4 SWOT ANALYSIS  STRENGTH 

Pantaloons captures the large market share and is pioneering in the industry



Pantaloons have good reputation in the market for value of money and have wide range of products available all in one store.



Pantaloons Fashion Retail Ltd is financially sound and can deal with any kind of problem and can give competition to the rivals.

 WEAKNESS 

Pantaloons do not function internationally, which has an effect on success, as they do not reach consumers in overseas markets.



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

 OPPORTUNITIES 

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



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

 THREATS 

Being number one means that you are the target of competition. (extra competition and new competitors entering the market could unsteady Pantaloons Retail India)



A slow economy or financial slowdown could have a major impact on Pantaloons Retail India business and profits.

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3.0Part – III Primary Study

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3.1INTRODUCTION TO THE STUDY

It is no longer enough to satisfy customer.You must delight them.”- PHILIP KOTLER My project title is “ A STUDY OF CUSTOMER SATISFACTION AT PANTALOONS FASHION & RETAIL LTD,RAJKOT.” involves studying the customers satisfaction within the store, with the ambiance, with the brands and service provided by the Pantaloons and for this it is necessary to understand to the needs of the customers and interact with them.

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

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

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3.2LITERATURE REVIEW

TITLE:-

CAPTURING RELATIVE IMPORTANCE OF CUSTOMER SATISFACTION DRIVERS USING BAYESIAN DOMINANCE HIERARCHY. AUTHOR:- DUVERGER, P, & WANG, X(2018).

ABSTRACT:-

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

TITLE: -

DYNAMIC EFFECT OF CUSTOMER EXPERIENCE LEVELS ON DURABLE PRODUCTS SATISFACTION.PRICE AND POPULARITY MODERATION. AUTHOR: - WAN, J. N, DU J., CHIU, Y. L., & LI, J. (2018)

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

TITLE:

TWO FACTOR MODEL OF CUSTOMER SATISFACTION: INTERNATIONAL TOURISM RESEARCH.

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

ABSTRACT:-

We applied theories of behavioral economics and conducted a field of research on 881 tourists from China visiting Seoul through guided tour programs. We randomly assigned participants to study conditions based on theories of expectation, reciprocity, and peak- end rule. At the end of the tour, participant evaluated various aspects related to tour satisfaction and general impression of the city. A conformity factor analysis supported this variables can be explained by two correlated factors. Identified as the current satisfaction factor and the future behaviors Factor (FBF). The multiple indicator causes (MIMIC) model showed that CSF was impacted by expectation and tour season, and FBF by expectation, tour Season, and first visit. Our result suggest that providing additional information before each activity can improve tourism satisfaction and non- manipulated variables such as tour season and first visit can be incorporated to further enhance tourism satisfaction. 25

TITLE:

IMPACT

OF

SERVICE

QUALITY

ON

CUSTOMER

SATISFACTION

IN

MALAYSIA AIRLINES: A PLS-SEM APPROACH

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

ABSTRACT:-

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

Title: A

WITHIN-

RESTAURANT

ANALYSIS

OF

CHANGES

IN

CUSTOMER

SATISFACTION FOLLOWING THE INTRODUCTION OF SERVICE INCLUSIVE PRICING OR AUTOMATIC SERVICE CHARGE.

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

Abstract:

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

TITLE: BRAND LOYALTY WITH HOSPITALITY BRANDS: THE ROLE OF CUTOMERS BRAND

IDENTIFICATION,

BRAND

SATISFACTION

AND

BRAND

COMMITMENT

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

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

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

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

ABSTRACT:

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

TITLE: SERVICE

QUALITY,

CUSTOMER

SATISFACTION

AND

LOYALTY

IN

HOSPITALS. THINKING FOR FURTURE

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

In developing countries health care industry has recorded the significant growth rate in the current years. This study identifies the most critical factors in hospitals related to service quality that will ensure survival and success in future. This study was conducted using the data from the consumers who received services from 40 different private hospitals in Hyderabad, India. Tangibility, reliability, responsiveness, assurance and empathy (service quality dimensions). We found that reliability and responsiveness (not empathy, tangibility and assurance) impacts patience satisfaction. Patients Satisfaction is directly related to 28

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

TITLE: CUSTOMERS SATISFACTION TOWARDS ORGANISED RETAIL OUTLET IN ERODE CITY

AUTHOR:U. DINESHKUMAR, P. VIKRAMMAN

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

29

3.3PROBLEM STATEMENT

A research problem in general refers to some problem difficulty which a researcher experiences in context of either a theoretical or practical situation and wants to find the solution for the same.

In these Era of competition and advancement in the technology the retail sector is growing at a fast pace. Every company or firm are trying to provide their customers with best services. For these purpose I am preparing a research report on “A STUDY OF CUSTOMER SATISFACTION AT PANTALOONS FASHION & RETAIL LTD., RAJKOT”. This report helps the Pantaloons store to know about the customer’s opinion towards the product quality, customer’s behavior for purchasing the product.

The various problems of the survey are: to find out whether the customer are satisfied or not  To find their level of satisfaction  To find out what they feel about the services at Pantaloons

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3.4RESEARCH OBJECTIVE

The objectives of the study are:  To know about the consumers purchase intentions towards the product.  To know which factors influences them to make their buying decisions.

 To get insights about the customers regarding their attitude about the brands available at pantaloons.  To know about their level with the product quality, variety and services at Pantaloons.

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4.0RESEARCH METHODOLOGY

INTRODUCTION

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

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

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4.1RESEARCH DESIGN

A research design is conceptual framework within which research is conducted; it constitutes the blue print for the collection, analysis and measurement. Decision regarding what where how much and by what means concerning an inquiry constitutes a research design. “A research design is the arrangement of condition for collection and analysis of data in a manner that aims to research purpose in the economy in procedure”

There are three types of researches:

Research Designs

Exploratory

Desciptive

casual

For my Project Report DESCRIPTIVE STUDY is desirable as to find out customers satisfaction at the store I have tried to ask WHO WHRE WHEN AND WHAT kind of questions to the customers and tried to find out the attributes that affected them while making their purchase decisions.

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4.2DATA SOURCES There are mainly two types of sources of data collection:-

1. PRIMARY DATA:

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

METHODS OF PRIMARY DATA COLLECTION:

1. Observation method.

2. Survey method -

Interview method

-

Questionnaire method

-

Schedules

3. Other method -

Distributor or store audits

-

Mechanical techniques

-

Depth interview

2. SECONDARY DATA:-

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

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METHODS OF SECONDARY DATA COLLECTION:

1. Internal secondary data. -

Sales analysis

-

Invoice analysis

-

Accounting records

2. External secondary data -

Libraries

-

Literature

-

Periodicals

-

Census & registration

RESEARCH PLAN

Research Type:-

Descriptive

Data collection method

Primary

Research approach

Survey Method

Research Instrument

STRUCTURED QUESTIONNAIRE

Type of question

Closed ended

Contact Method

Personal

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

TYPES OF SAMPLING:

Simple random Sampling



Stratified sampling



Systematic Sampling Quota Sampling



Custer Sampling



Area Sampling



Convenience Sampling



Multi Stage Sampling

For These Research Project Sample Design Is: 

POPULATION:-

CUSTOMERS AT PANTALOONS STORE



SAMPLING UNIT:-

INDIVIDUAL



SAMPLE SIZE:-

100 CUSTOMERS



TYPE OF SAMPLING:-

RANDOM SAPLING METHOD-

CONVENIENCE SAMPLING. 

SAMPLE SURVEY AREA:- RAJKOT CITY.

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4.7DATA INTERPRTATION AND ANALYSIS

37

DATA ANALYSIS

Data analysis is an on-going throughout the entire Research project. Analysis is the very first interaction between the researcher and Participant, this is very much important perspective given the interpretive nature of the analysis and the emergent nature of Qualitative Research design. There are many types of data analysis: Some of them are basic in nature such as:-



DESCRIPTIVE DATA ANALYSIS



EXPLORATORY DATA ANALYSIS



INFERENTIAL DATA ANALYSIS



PREDICTIVE DATA ANALYSIS



CAUSAL DATA ANALYSIS



GRAPHICAL DATA ANALYSIS

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

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1. Gender:-

Particulars

No. of Respondents

Male

45

Female

55

Gender

55%

45%

Male Female

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

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2. Age

:-

Particulars

No. of Respondents

15-21

27

22-26

45

27-34

20

35-45

7

45& Above

1

1% 7%

Age

27%

20%

15-21 22-26 27-34 35-45 45& Above

45%

INTERPRETATION: From the above data we can say that 45% of the customers visiting Pantaloons are22-26 years old which means they are young age people interested in availing products giving more discounts and offers, followed by 27% customers are 15-21 years old, 20% are 27-34years, 7% are 35-45 years, 1% are 45 years and above 40

3. Occupation:-

Particulars

No. of Respondents

Housewife

08

Salaried person

28

Businessman

20

Student

41

Other

03

Occupation

3% 8%

Housewife

28%

41%

Salaried person Businessman Student other

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

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4. Are you aware of the pantaloons Brand?

Particulars

Respondents

Yes

97

No

03

Awarness about the Brand

3%

Yes No

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

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

respondents

No.of Particulars

respondents

Honey

22

Urban ranger

01

Ajile

06

Rig

02

Trishaa

04

Forever glam

01

Rangmanch

05

Annable

04

Akriti

12

Indus route

00

Altomoda

01

spiritus

04

Bare Denim

12

Chalk

01

SF

14

Poppers

01

Dreams

02

Chipi pi

00

Richard parker

08

Preffered Brand

0% 1% 1% 4% 0% 4% 1% 2% 22% 1% 8% 2% 6% 4% 14% 5% 12% 12% 1%

Honey Ajile Trishaa Rangmanch Akriti Altomoda

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

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

Particulars

No. of Respondents

Newspaper

10

Hoardings

09

Friends & relatives

32

Calling

17

SMS

32

Source of Awarness

32%

10% 9%

Newspaper Hoardings Friends & relatives Callings

32%

SMS

17%

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

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

PARTICULARS

NO. OF RESPONDENTS

Product quality

50

Store Appearance and atmosphere

05

Discounts & Offers

38

Price and terms of Payment

05

Other

2

Customers Perception

5%2%

Product quality

50%

38%

Store Appearance and atmosphere Discounts & Offers Price and terms of Payment Other

5%

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

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8. How frequently you shop at Pantaloons?

PARTICULARS

NO. OF RESPONDENTS

Every week

05

Once in Two week

18

Once in three week

08

Once in a Month

69

Frequency of Visiting

5% 18% Every week Once in Two week

8%

Once in three week Once in a Month

69%

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

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

PARTICULARS

NO. OF RESPONDENTS

Women’s

51

Men’s

41

Kids

08

Accessories

0

Section Mostly visted

8%0% Women’s

41%

51%

Men’s Kids Accessories

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

47

10.Brand and Product availability at Pantaloons Is?

PARTICULARS

NO. OF RESPONDENTS

Excellent

41

Good

46

Average

10

Poor

03

Brand & Product Availability

3% 10% 41%

Excellent Good Average Poor

46%

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

48

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

PARTICULARS

NO. OF RESPONDENTS

Highly satisfied

29

Satisfied

62

Dissatisfied

05

Highly Dissatisfied

00

Neutral

04

Service Staff Facility 4% 5%0% 29%

Highly satisfied Satisfied Dissatisfied Highly Dissatisfied Neutral

62%

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

49

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

PARTICULARS

NO. OF RESPONDENTS

Excellent

28

Good

59

Average

12

Poor

00

Very Poor

01

Brand Compared To Competitors

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

59%

INTERPRETATION: As the availability of the Brand and product at pantaloons is up to mark and Qualitative, Customers find the brand Qualitative, and good as compared to Competitors as 59 respondents out of 100 have liked Good option, and 28 % respondent viewed it as excellent. 50

13.How was your Buying experience?

PARTICULARS

NO. OF RESPONDENTS

Excellent

29

Good

63

Average

08

Poor

00

Very Poor

00

Buying Experience 8% 0% 29% Excellent Good Average Poor

Very Poor

63%

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

51

14.Would you like to visit Pantaloons again?

PARTICULARS

RESPONDENTS

Yes

100

No

00

Visit to Pantaloon 0%

Yes No

100%

INTERPRETATION: From the above Diagram it is clear that 100% of the respondents are Ready to visit again which means the respondents are ready for repeat purchase as they find the Quality of the product is good, the service facility provided by Staff members is up to the mark and prices are also Reasonable. 52

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

PARTICULARS

NO. OF RESPONDENTS

Quality

34

Green card

23

Staff service

17

other

26

Expected Changes

26% 34%

Quality Green card Staff service other

17% 23%

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

53

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

NO. OF RESPONDENTS

Excellent

35

Good

53

Average

10

Poor

01

Very Poor

01

Service Comparision

1% 1% 10% 35%

Excellent Good Average Poor Very Poor

53%

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

54

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

PARTICULARS

NO. OF RESPONDENTS

Excellent

40

Good

52

Average

07

Poor

01

Very Poor

00

Service Department

0% 7%1%

40%

Excellent Good

Average Poor Very Poor

52%

INTERPRETATION: From the above data awe can say that 52 Respondents out of 100 are satisfied with service department as they marked it good, 40% of them find it excellent which means the service of exchange, alteration are satisfactory. 55

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

PARTICULARS

NO. OF RESPONDENTS

0-5000

50

5000-15000

40

15000-25000

0

25000 & More

3

Average Spending

3% 0%

0-5000

43%

5000-15000

54%

15000-25000 25000 & More

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

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

PARTICULARS

NO. OF RESPONDENTS

yes

69

No

16

Partially yes

15

Price Of The Product

15%

yes

16%

No Partially yes

69%

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

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STATISTICAL ANALYSIS

58

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

Chi – Square test(X2) = (O – E)2/ E

Degree of freedom = V = 4 - 1 =3

Where, O = Observed frequency E = Expected frequency R = Number of rows C = Number of columns

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

HYPOTHESIS:

CHI-SQUARE TEST IS CONDUCTED.

Ho (Null): there is no significance difference on customers satisfaction due to Brand and Product availability at Pantaloons

H1 (Alternate): There is significance difference on customers satisfaction due to Brand and Product availability at Pantaloons

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HYPOTHESIS TABLE

Brand and Fo

Fe(100/4)

Product

(Fo- Fe)

(Fo-Fe)2

(Fo – Fe)2/Fe

n = 25

availability Excellent

41

25

16

256

10.24

Good

46

25

21

625

25.00

Average

10

25

-15

225

15.00

Poor

03

25

-22

484

19.36

Total

100

So, Fcal. = 69.6

69.6

Ftab. =7.8147

DF = 4-1 =3 α= 0.05

Here, Fcal>Ftab

Therefore H0 (Null hypothesis) is rejected.

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

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

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5.0RESEARCH FINDINGS The research findings of the study are:  Most of the Customers visiting the Pantaloons Fashion & Retail Ltd. are females and the most preferred Brand by the Customers is Honey.  From the above interpretation I have found that the most preferred Section is women’s i.e.51% and 61% of the customers visit pantaloons once in a month.  Pantaloons is a point of attraction to Customers due to discounts offered and schemes provided by the store but the Customers did not find it Promising or satisfactory and wanted enhancement in the Discounts.  Most of the Respondents visiting pantaloons did not find different sizes and footwear needs improvement.  Employees at the Pantaloons were using the parking space of the mall and therefore respondents were not getting enough space and therefore they were dissatisfied.

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5.1SUGGESTIONS  More variety of products with different sizes should be made available and space should be provided for children coming with their parents for fun and entertainment.

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

 Number of billing counters should be increased during the sales and some special occasions in order to fasten the billing Process and minimize the large Queuesand more number of computers should be installed  In order to strengthen the customer loyalty the staff members should be trained so that they can make customers aware about the green card membership and can get the benefit.  Before implementing or offering any scheme or offer it should be analysed before generating it to the customers and if possible more lucrative discounts should be given to attract more customers.

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5.2CONCLUSION

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

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

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

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5.3LIMITATION OF STUDY

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

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6.0BIBLIOGRAPHY Books:Research Methodology -Naval Bajpai.

Literature Reviews:-



Diverge, P., & Wang, X. (2018). Capturing Relative Importance of Customer Satisfaction Drivers Using Bayesian Dominance Hierarchy. Cornell Hospitality Quarterly, 59(1), 39-48.



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



Chi, C. G. Q., &Qu, H. (2008). Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach. Tourism management, 29(4), 624-636.



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

Website : www.pantaloons.com

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ANNEXURE

CONSUMER SURVEY QUESTIONNAIRE

PERSONAL DETAILS:-

Name:1. Gender:[A] Male

[B] Female

2. Age:[A] 15-21

[B] 22-26

[C] 27-34

[D] 35-45

[E] Above 45

3. Occupation:[A] Housewife

[B] Salaried Person

[C] Businessman

[D] Student

[E] Other

4. Are you aware of the pantaloons Brand? [A] Yes

[B] No

66

5. Which brand do you prefer while shopping at Pantaloons? [A] Honey

[B] Ajile

[C] Trishaa

[D] Rangmanch

[E] Akriti

[F] Altomoda

[G] Bare Denim

[H] Sf

[I] Dreams

[J] Richard Parker [K] Urban ranger [L] Rig [M] Forever glam [N] Annablle [p] spiritus

[O] Indus Route

[Q] chalk

[R] Poppers

[S] Chirpi pi

6. Through which media do you get awareness about End of season sale (EOSS)? [A] Newspaper

[B] Hoardings

[C] Friends & relatives

[D] Calling

[E] SMS

7. What comes to your mind when you mean about pantaloons? [A] Product quality

[B] Store appearance and atmosphere

[C]Discount and offers

[D] Price and terms of payment

[E] Other

8. How frequently you shop at pantaloons? [A] Every week [C]Once in three week

[B] Once in two weeks [D] Once in a Month

9. Which section you like most with respect to quality, price and variety? [A] Women’s

[B] Men’s

[C] Kids

[D] Accessories

67

10. Brand and product availability at Pantaloons Is? [A] Excellent

[B] Good

[C] Average

[D] Poor

11. Are you satisfied with the facility provided by the service staff? [A] Highly satisfied [C] Dissatisfied

[B] Satisfied [D] Highly Dissatisfied

[E] Neutral

12. How do you find Pantaloons brand compared to other competitors? [A] Very good

[B] Good

[C] Average

[C] Poor

[E] Very poor

13. How was your Buying Experience? [A] Very good

[B] Good

[C] Average

[C] Poor

[E] Very poor

14. Would you like to visit Pantaloons again? [A] Yes

[B] No

15. What kind of change do you expect in which of the given below you expect to change. [A] Quality

[B] greencard

[C] Staffservice

[D] other

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16. What kind of service does a pantaloons provide compared with competitors? [A] Verygood

[B] Good

[C] Average

[D] Poor

[E] Verypoor

17. Are you satisfied with pantaloons service department? (exchange, alteration, credit note,) [A] Very good

[B] Good

[c] Average

[D] Poor

[E] Very poor

18. How much average amount do you spend on shopping in pantaloons? [A] 0-5000

[B] 5000-15000

[C] 15000-25000

[D] 25000 OR More

19. Does price of the products affects on your shopping? [A] Yes

[B] No

[C] Partially yes

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PLAGARISM CERTIFICATE

70