ORGANIZATION DESIGN & STRUCTURE

Organization Design

The company follow an inverse pyramid structure; as a result decisions are taken

closest to the point of customer action. Sales executive are encouraged to think

customer first. They are empowered to run their respective departments like 'small

business owners'.

Pantaloon India's major retailers with presence in the following two segments

1. Lifestyle Retailing - Pantaloons, Central, all, Blue sky.

2. Value Retailing - Big-Bazaar, Food Bazaar, Depot, Health village, Fashion

station.

Lifestyle retailing: The stores under this category primarily retail non-food

items such as - (apparel, footwear, accessories, cosmetic & household products.)

Value retailing: The stores under this category retail mainly food &

household items.

These are primarily large store with volume based discounted prices.

Organization Structure

The organization constitutes the Head as the Store Manager. Under him there is one Assistant store Manager. The Asst. Store Manager handles all Department Managers of every department. Under Department Manager, there is one Assistant

STATEMENT OF RESEARCH OBJECTIVES

1. To study the degree of awareness among the consumers about Big Bazzar.

2. To study the factors contributing the consumers preference for Big Bazzar

Products.

3. To study consumer perception about pricing of Big Bazzar.

4. To obtain consumers rating of various plans offered by Big Bazzar.

5. To identify the factors which contribute to consumer overall satisfaction of

Big Bazzar.

RESEARCH DESIGN & METHODOLOGY

RESEARCH METHODOLOGYFor the study perspective, the Researcher has done a survey to know the CRM tools in

Retail Industry.

1. Problem Identification:The first step in marketing research project is to define the problem. It includes purpose

of the study, the relevant background information, the information needed and how it

will be used in decision making. It involves discussion with the decision makers,

interviews with industry experts, analysis of secondary data and some qualitative

research.

There are some of the problems which identifies in the following.

A number of Customers feel that Big Bazaar is not maintaining customer

relationship.

A number of people are not satisfied with service of Big Bazaar.

A number of people are not aware about schemes launched by Big Bazaar.

Sales Staff of Big Bazaar is not up to mark to solve complains.

2. Research DesignThe researcher will use Descriptive Research. Study the objective frame, the

research design prepared is descriptive research. The descriptive frequency with which

something occurs or how the variables vary together. The advantage of descriptive

design is that it is not based on judgment or intuition as in the case study but it is based

on the actual data collected and it’s therefore more accurate in general. On the

fundamental drawback of descriptive design is that it does not find cause and effect

relationship among variables. Initially the information has been collected from related

secondary sources, i.e. textual references, journals, magazine’s, publications etc.

related to the topic. After exploration of information, descriptive research was initiated

by formulating structure questionnaire. Since, this study is mainly a descriptive

research, conclusions have been drawn from each question in the questionnaire

process its own objective in itself.Questionnaire being designed by keeping each and

every variable in mind.

3. Data Collection and Sampling:-Primary data are used for the core purpose of the project. And this primary data has

been gathered by survey method.

Data collection Tools: Questionnaire, personal interview, observation method.

4. Sampling Unit:I) Who is to be surveyed? Youngsters, business people, educated housewives

were selected to conduct survey and to check their attitude.

II) Sampling types: For the purpose of the study simple random sampling

was used.

III) Sample Size: Survey of 100 respondents is carried.

IV) Sampling Area: Was outside Big Bazaar shopping mall.

5. Data Analyze and Interpretation : Tables and graphs.

LIMITATION OF THE PROJECT

Each task has its own advantage or disadvantages and barrier in the cause of

action, but this does not mean that the task should get stop whenever certain limitation

arise. Each aspect has its own limitation. I try my best to overcome these obstacles.

There are some limitations of this project:

Some customers are not willing to give proper response. Some customers have not

purchase product from all section of Big-Bazaar,but they give their view for all

section.

Due to difference in language, sometimes I have to fill up the questionnaires

according to they answer.

Being student, money and time were my major limitation.

Some of respondents were not co-operative they didn’t provide some of the details.

The population under the study is subject to limitations of particular region and

respondents the information regarding bangalore district only.

ANALYSIS & INTERPRETATION OF DATA

1 . Which Retail shop you usually go to purchase?

DECISIONS Big Bazaar Reliance Fresh

A.B. More Others

Respondents 63 7 5 25

RES. (%) 63.00% 7.00% 5 25

fig:-1

Interpretation:-The most of the peoples are using the difference type of the retail shop, there are

63% of respondents are going purchase in the Retail shop of Big-Bazaar, 7% of

respondent choose to Reliance Fresh, 5% of respondents are choose to Aditya Birla

MORE, 25% of respondents are choose to other Retail shop for purchasing the goods

and other services.

2. How many Retail shop do you visit?

Decisions Respondence Res.(%)

Only one Retail store 31 31%

More than 1 but less than 5

27 27.00%

Any Retailer 42 42.00%

Only one Retail store More than 1 but less than 5

Any Retailer05

1015202530354045

Res.(%)Respondence

fig:-2

Interpretation: There are different time of retail shop visited by the respondents as like, 31% of

the respondents are going to only one retail store for purchasing, 27% of respondents

are choose to the more than 1 but less than 5 retail store, 42% of the respondents are

choose to any retail shop for the visiting.

3. Which are the reason for selecting retail store?

Decisions Respondence Res. (%)

Near he home 21 21.00%

Have loyalty card 9 9.00%

Good quality of product 70 70.00%

fig:-3

Interpretation:

There are different types of the reasons for choosing/selecting the retail stores

like, 21% of respondents are like to choose for the near the home, 9% of peoples are

choose for have loyalty card, 70% of the respondents are like to choose for the good

quality of the product.

4. Are you aware about Big-Bazaar?

Decisions YES NO

Respondence 97 3

Res.(%) 97.00% 3.00%

fig:-4

Interpretation: The brand awareness about the Big-Bazaar as like, 97% of respondents are

aware about the Big-Bazaar, and 3% of the respondents are not aware about the Big-

Bazaar.

5. Since, when you aware about the Big-Bazaar?

Decisions Respondence Res.(%)

Less than 1 month 4 4.00%

1to 5 months 9 9.00%

5 to 10 months 23 23.00%

More than year 64 64.00%

Less than 1 month 1to 5 months 5 to 10 months More than year0

10

20

30

40

50

60

70

Res.(%)Respondence

fig:-5

Interpretation:

The period of awareness about the Big-Bazaar as like, 4% of the respondents

are aware in the period of less than 1 month, 9% of respondents are aware in the

period of between 1to 5 months, 23% of respondents are aware in the period of

between 5 to 10 months, 64% of respondents are aware in the period of more than the

year.

6. Are you satisfied with the services that are provided to you by Big-Bazaar?

Decisions YES NO

Respondence 77 23

Res.(%) 77% 23%

YES NO0

20

40

60

80

100

120

140

160

180

Res.(%)Respondence

fig:-6

Interpretation:

The satisfaction about the service of the Big-Bazaar, as like, 77% of the

respondents are satisfied from the Big-Bazaar, 23% of the respondents are not

satisfied about the service of Big-Bazaar.

7. Are you aware about schemes, provided by Big-Bazaar?

Decisions YES NO

Respondence 61 39

Res.(%) 61.00% 39.00%

YES NO0

10

20

30

40

50

60

70

Res.(%)Respondence

fig:-7

Interpretation:

The awareness about the schemes of the Big-Bazaar as like, 61% of the

respondents are aware about the schemes, and 39% of respondents are not aware

about the schemes of the Big-Bazaar.

8. Tick marks on suitable sentence you aware about the schemes?

Decisions Respondence Res.(%)

Before launching in stor 11 19.00%

On the day at launch 13 22.00%

After the launch 35 59.00%

fig:-8

Interpretation: The awareness about the schemes, there are different ways of the to aware

about the schemes, there are different response for it as like, 19% of respondents

aware before launching in the store, 22% of respondents aware on the day at launch,

and 59% of the respondents aware after the launch of the schemes of the Big-Bazaar.

9. By which medium you come to know about the scheme?

Decisions SMS Call Paper

Respondence 5 3 51

Res.(%) 9% 5.00% 86.00%

fig:-9

Interpretation:

There are different medium for come to know about the schemes, and different response for the different medium as like, 9% of the respondents are SMS, 5% of respondents are Call, and 86% of the respondents are Paper come to know about the schemes.

10. How is the Behavior at sales staff towards you?

Decisions Very Good Good Average Poor

Respondence 42 46 10 2

Res.(%) 42% 46% 10% 2%

Very Good Good Average Poor0

5

10

15

20

25

30

35

40

45

50

Res.(%)Respondence

fig:-10

Interpretation:There are different responses for the staff behaviors of the Big-Bazaar, as

like, 42% of respondents’ very Good behavior at the sales staff, 46% of respondents says to good, 10% of respondents says to average, and 2% of respondents says to poor behavior about the sales staff of the Big-Bazaar.

11. If you have any complain related to product than staff will,

Decisions Respondence Res.(%)

Immediate try to solve 30 30.00%

Delays the process but solve it

37 37.00%

Ignore the problem 33 33%

Immediate try to solve Delays the process but solve it

Ignore the problem 0

5

10

15

20

25

30

35

40

Res.(%)Respondence

fig:-11

Interpretation:

The problems about the Big-Bazaar is become to different response for it as like, 30% of respondents of become to says immediate try to solve, 37% of respondents are become to says delays process but solve it, and 33% of respondents are become to says ignore the problems of the consumers.

12. Has Big-Bazaar ever provided a feedback form?

Decisions YES NO

Respondence 27 73

Res. (%) 27.00% 73.00%

YES NO0

10

20

30

40

50

60

70

80

Res. (%) Respondence

fig:-12

Interpretation:

The response about the feedback form about the Big Bazaar there are different response for this, as like, 27% of respondents are says to become yes for it, and 73% of the respondents are become to says no for the feedback form about the Big-Bazaar.

13. Tick mark on the appropriate answer in Big-Bazaar, customers are treated as,

Decisions God Friend Customers

Respondence 6 26 65

Res. (%) 6% 27% 67%

fig:-13

Interpretation:To study the customer relationship management there are different ways to become understand customer is different ways as like, 6% of respondents are become to says the customers are treated as the God, 27% of the respondents to says to customers are treated as the friend, and 67% of respondents are become to says to the customers are treated as customers.

14. Have you ever received a gift or any car from Big-Bazaar?

Decisions YES NO

Respondence 15 85

Res.(%) 15% 85.00%

fig:-14

Interpretation:

There are different response for the received the gift from the Big-Bazaar,as like, 15% of respondents are received the gift from the Big-Bazaar, and 85% of respondents are says to become no for the gift received from the Big-Bazaar.

15. Is there any special event where Big-Bazaar had invited you?

Decisions YES NO

respondence 6 94

Res. (%) 6% 94%

YES NO0

102030405060708090

100

Res. (%)respondence

fig:-15

Interpretation:The Big-Bazaar keeping the special event for the consumers but there are

different response for this, as like, 6% of respondents are says yes for the keeping of the event and 94% of respondents are says to no keep the any special event for the customers.

Things learnt regarding Customer Service Desk (CSD)

Customer service involves the many concrete, minute actions performed by everyone in an organization to keep the customer satisfied and delighted.

Customer service means meeting and extending the need and aspirations of the customers. It’s also all about customer’s expectations and needs.

Every business depends upon customer’s base. So, we need to satisfy the customers at any cost, because not satisfying a customer might leads to loss of a customer permanently.

Customer service is not a single and one handed activity; rather it should be reflected in each and every activity that is being undertaken at the store.

The impression that a customer service desk (CSD) can leave on the heart and mind of the customer’s are very strong. They are really like the interface between the customer and the organization itself.

So, a better and efficient management of customer service desk can only act as a guiding principle is running an organization.

Work of the CSD

Customer service desk is the most vital part in a big goods and services providing company. We need utmost care while dealing with the customers, because they are really the king in this perfect competitive market structure.

So, modern to expand the business we not only need large scale production, but at the some time also better management of the customer related issues. An efficient CSD can only enhances the customer base for a product on a company, because it creates a sense of satisfaction.

Varies type of signage which should be on the CSD

1. Tailoring facilities available here.2. Gift wrapping3. Foreign currency accepted4. Alternation policy5. Free home delivery6. Emergency telephone number7. Intercom number of all section8. Number of all managers9. Description of vouchers (various)

In a CSD various types of registers are being maintained. And every year on 1 st of July a new register book will be used for maintaining the essential information like….

1. Footfall register2. Sales return register3. Announcement register4. Gift wrapping register5. Deposit register6. Lost and found register7. phone call register8. Free gift issuing register from CSD9. Free gift issuing register from Warehouse to CSD10) Advertisement register11) Enquiry register

1. Footfall register

It means the no. of customers enters into the business concern or the no. of people per day visit. It creates a sense regarding the demand condition of the outlets.Through this register we can get knowledge regarding the trend, the rate at which the no. of customers is either increases or decreases and findout suitable methods to solve them.

2. Sales return register

It registered all the details of the customers who have returned their products due to any cause.In sales return register includes the details of previous cash memo, date total value of bill, product code and credit note no. and the date of making credit note and amount of credit note. It may be due to improper size, colour, defective items, wrong product information, doesn’t like it etc. So, this register should be maintained properly to findout the common causes responsible for such faults and try from our side to get rid of this problem.

3. Announcement register

It announces the discount, schemes that are in prevalence; update all the previous discounts and schemes.We can study and findout through this register under exactly which schemes and policies, the sales are up and under which schemes and discount offers the sales are down and can make future projection and set targets by setting the desired offers. Announcements regarding schemes and offers to be strictly made from customer service desk by customer service executives. Nominated person from respective departments to give the offer details in writing to CSD executive well in advance .Before announcing the offers CSD executive to note the announcement details in announcement Register.

4. Gift wrapping register

Gift wrapping register is something where after purchase the item, we will freely gift packs the gifted products. So as to provide an extra in centime to the consumers. We have the Gift Wrapping facility at our store so that our customers can get the merchandise gift-wrapped free of cost. We need to ensure that we provide this facility in an efficient and artistic manner just like a true professional. Gift wrapping should be done by the customer service executive.Appropriate signage to be put at CSD to indicate Gift Wrapping Service.At least 5 different styles of gift wrapping paper to be always available at the Gift wrapping counter. Ensure that you have 10 sheets of each style. Whenever gift wrapping is done, it needs to be recorded in the register. We need to ensure that merchandise bought only from our store to be taken for gift wrapping. To facilitate this we need to ask the customer to produce the cash memo for the merchandise brought for gift wrapping

Gift Wrapping Process:

• Gift Wrapping Executive to

– Request customer for the cash memo– Verify the product with the cash memo– Check for security tags – All tags must be removed – Ask customer for removal of Price Sticker

• Gift Wrapping Executive To

– Wrap the product neatly in an artistic manner using the Gift Wrapping Style Paper– Paste the name card on the gift wrap – Update the register for the gifts wrapped daily

• If the customer asks only for the Gift Wrapping Paper

– Customer Service Executive to request the customer for the cash memo– If the cash memo is presented – Then hand over the Gift wrapping paper to the customer– If the cash memo is not presented– Inform the customer that Gift Wrapping Paper can be given only after verifying

the cash Memo.Merchandise not purchased from our store should not be Gift Wrapped

5. Lost and found registers

Sometimes some products are getting lost within the shop due to the mismanagement or some irregularities on the part of the authority. So a proper register should be maintained so as to avoid the incidence. By maintaining the register we can contract the person after the recovery of the item. For lost items customer needs to make a request. Before announcing the CSE to write the announcement along with details of lost item. CSE to make an entry in the Lost & Found Register.

6. Advertisement register

It records all the advertisements that have been given in various newspapers You cut that advertisement page and attach the advertisement register at the top mention the date.Here we can make an analytical study of the effects of advertisements on the sales. So, it is very much important

7. Phone call register Here the customer calls any body in the store. It’s a promotional activity.

• To assist customers by

– Providing them information over the phone – Allowing them to make calls free of cost from the store

• Store tel. no. mentioned on cash memo should be valid & working

• CSE to be updated with the various current & future offers at store

• CSD should have Ext. No. of all departments for transferring the calls speedily

• Calls made by customers will be Free of Cost

• If any customer wants to make a telephone call

– They should be directed to the CSD – Ensure telephone is accessible to the customer– Do not charge for the call

Incoming Call Process:

• Pickup the phone within 3 rings

• CSE to answer calls by greeting the caller for the time of the day e.g.: “Good Afternoon, Pantaloons”

• On requisition of Customer, CSE to transfer the line to an employee

• If a customer enquires about the availability of a particular product

• Ask the customer to hold the line• Speak to concerned Dept. for availability• Give correct information to the customer• If not available, note the Name, Tel. No. and E-mail of the customer and reply on

the same when available

• If a customer has any other query

• CSE to solve the query• If fails, note the customer’s name & tel. no. and reply back on the same to resolve

the query

• Always wish the customer before closing the call as follows: “Thank you for calling Pantaloons ……Do visit us. Have a Great Day”

8. Free gift issuing register from CSD

Customer service desk some times provides gifts and offers to the customers as a promotional activity.

• Free Gifts are inevitable in the retail industry

• Effective Management ensures that benefits of promotions and free gifts are passed on to customers

• Consumer offer

• “Free gift” is printed on the product and is a part of a national promotion being run by the supplier

• Free gift could be inside the product, taped with the product or in loose form

• Special Offer

• Free gift which is not printed on product but given free of cost by vendor

• If any free gift is printed on the SKU

• Check if the free gift is inside the product• If yes, do not make an entry into the free gifts register• If the free gift is in loose form, entry needs to be made into the free gifts register• For products taped with the product, just check that all products have the free gift

taped with them.

9. Enquiry register

Every company maintains an enquiry register of all the customers. That makes a call or visit personally to the counter to have some information regarding the product lines or regarding the schemes on offers being given

10. Deposit register Employees when find any thing in the store, they deposit in CSD, that deposited things are recorded in one register which name is deposit register.

11) Free gift issuing register from ware house to CSD

• The systematic receipt of free gifts at store warehouse

• Distribution of free gifts through CSD

• The warehouse is responsible for keeping record of the free gifts received at the store

• The person receiving the merchandise at the warehouse is to check

– If any vendor run promotions are going on for the SKUs supplied – If any free gift is printed on the SKU

• If any free gift is printed on the SKU

– Check if the free gift is inside the product– If yes, do not make an entry into the free gifts register– If the free gift is in loose form, entry needs to be made into the free gifts register

For products taped with the product, just check that all products have the free gift taped with them

In Store Announcements:

To enhance customers shopping experience by – Updating them about the on-going schemes, discounts and offers.– Staff announcements for effective functioning and smooth operation

Types of Announcements :

• Daily Announcements

• Schemes

• Staff Announcements

• Customer Announcements

• Announcing for Lost and Found items.

In store Announcement Process:

During store opening, dummy announcements to be made by Customer Service Executive to ensure proper functioning of sound systems.CSE should check for clarity & volume of sound.

• Announcement registers to be maintained & updated on a regular basis• All messages must be concise, crisp and clear • Turn down the music while making an announcement

Before announcing the offers CSD executive to note the announcement details in Announcement Register and rehearse the announcement.

• Schemes

– CSD executive to make an announcement in creative and effective manner to attract customer’s attention

– Offer Announcement to be customized depending upon the location of the store / season / festival

– Announcements to be made in English / Hindi one of the local languages

• Closing Announcements

– To be made daily 30 minutes before actual closing

• Opening Announcements

– To be made daily after 30 minutes of store opening

• Closing Announcements

“Dear Customers, we are now nearing the closing time. We request you to expedite your shopping and proceed towards the cash counter. Thank you for shopping with us. Have a pleasant evening. Our store will open at 10:30 a.m. tomorrow. Please do shop with us again.”

• Opening Announcements –

“ Good morning to all the customers present at pantaloons. Have a great shopping experience and a great day. I request all the staff to be at their respective locations. Thank you!”

Share with Us:Objective of this program “Share with Us” – is to provide our customers a medium to express their feeling and share their experience at our store. We use this feedback to understand their requirement and develop or modify our processes to serve them better.3 way by which customer can register their feedback

Share with us book. Share with us forms. E-mail.

To encourage the customers to register their feedback with us, there are signage’s to be placed in the store. These signages should communicate various medium by which the customer can register their feedback. Signage’s should be placed at CSD counter and other prominent locations in the store. The signages should be of 2 feet – by – 2 feet standard. Store VM In-charge to ensure that signage’s standards are adhered to in the store. Customer feedback program

It is need because people provide it. To demonstrate the industry’s competitiveness. To put good attitude of their employees towards their customers.

The customers need a medium to express their feeling and share their experiences at our store.

It’s sole aim is to Understand the customer.

To design better methodologies to processes and serve the better.

3 Golden rules of business:1 st Rule Good business sense should prevail while serving customers.2 nd Rule The executive at the customer service desk should never say ‘NO’ to the customers.

The managers should be the final authority in case of any exceptions that are to be extended to the customer.3 rd Rule If the merchandise is brought for exchange is from our chain of stores and it can be resold at our store then it should be taken back from the customers.

To boost customer satisfaction by exchanging the required/scheduled products offering better options.

To deal with issues pertaining to product defects in the purchase.

EXCHANGE POLICY (Terms and condition)

You will exchange the product with in 7days from the date of purchase only with the cash memo.

Exchange to be facilitated on all days during working hours .

Merchandise that can pose a health hazard, cannot be exchanged

Merchandise are guaranteed against all manufacturing defects to exchange a product, customer needs to provide cash memo of the purchase.

You can’t be exchanged Books, Body Care Products, CD ROMS, Cosmetics, Crockery, Hair Accessories, Jewellery, Pens, Pharmaceuticals, Music, Soft Toys, Stationery, Toiletries, Undergarments and Utensils.

Non-repairable Defects in Electronic goods should be covered under the warranty Repairable Defects in Electronic goods should be repaired under the service warranty

For high value / electronic merchandise, request the customer to break the seal of package at the store and confirm the perfect condition of the merchandise Pre-Delivery Inspection should be carried out for home delivery of high value merchandise.

Promotional products should be exchanged for the same products even if the scheme does not exist any longer.

Merchandise should be exchanged even if it is brought from any of our chain store

Exchange should be done through a system’s inward or a manual documentation

Altered, Damaged, Used, Discounted and promotional Merchandise also can’t be exchanged.

After sales services for watches, electronics, home appliance, telephone etc. will provided by the authorized service centers of the manufacturers.

Sarees, Shoes and other items will not be exchanged unless returned in original condition.

In case of repairable defect in Shoes, Spectacles, Electronic items, it will repaired and not exchanged.

The big bazaar staff reserve the right to determine whether the goods have been damaged or used

OFFERS GOING ON IN THE STORE DURING THE TRAINING PERIOD:- 

Shop Rs 3000/- at Pantaloons and get a 7 pcs jog set worth Rs 749 at Rs.149.This offer is known as Ticket Size Offer.  

FASHION FRIDAY’S OFFER: -

1) Your 1 star Green Card has the power to get you a 5% discount.2) Your 3 star green card gets you a 10% discount 3) Your 5 star green card gets you a 12.5% discount 4) Your 7 star green card gets you a 15% discount.

 GREEN CARD:-  

Now Pantaloon Green Card is more powerful. When you shop with Green Card, you get rewarded instantly.

Shop for any amount at pantloons and enroll for a green card.

1 star green card member gets Rs200/- gift voucher on enrolment.

3 star green card member gets a 5% discount.

5 star green card member gets a 7.5% discount .

7 star green card member gets a 10% discount. 

2.b} Gap Model for Improving Retail Customer Service:

1.Knowledge Gap

2.Standards Gap

3. Delivery Gap

4.CommunicationsGap

5.Customers’ Expectation OfService Quality

6Customers’ Perception OfService Quality

7.Retailer’s Perception ofCustomers, Expectations

8.Customer Service Stds.It Sets

9.Actual ServiceProvideds

10.Retailers’ Communication

• Knowledge Gap -- knowing what the customer wants• Standards Gap -- setting service goals• Delivery Gap -- meeting and exceeding service goals• Communications Gap -- communicating the service promise

Closing the Knowledge GAP

• Customer research• More interactions between managers and customers• Better communications between managers and service providers

Closing the Standards GAP

• High quality service commitment• Define the role of service providers• Innovative solutions• Set service goals• Measure service performance

Closing the Delivery GAP

• Information and training• Instrument and emotional support

• Internal communications• Reduce conflicts• Empower employees• Providing incentives

Closing the Communications GAP

• Realistic commitments

• Managing customer expectation

Theoretical explanation of the gap model .

The first gap is the discrepancy between customer expectations and smanagement

perceptions of these expectations. GAP 1 arises from management‘s lack of full understanding

about how customers formulate their expectations on the basis of number of sources: advertising,

past experience with the firm and its competitors, personal needs, and communications with

friend. Strategies for closing this gap include improving market research, fostering better

communication between management and its contact employees, and reducing the

number of

levels of management that distance the customer.

The second gap results from management‘s inability to formulate target levels of service

quality to meet perceptions of customer expectations and translate these into workable

specifications. GAP 2 may result from a lack of management communication to service quality

or a perception of the unfeasibility of meeting customers‟ expectations; however, setting goals

and standardizing service delivery tasks can close this gap.

The third gap is referred to as the service performance gap, because actual delivery of the

service does not meet the specifications set by mana gement. GAP 3 can arise for a number of

reasons, including lack of teamwork, poor employee selection, inadequate training, and

inappropriate job design. Customer expectations of the service are formed by media advertising

and other communications from the firm.

GAP 4 is the discrepancy between service delivery and external communications in the

form of exaggerated promises and lack of information provided to contact personnel. Customers

use some criteria

to form their judgments of service quality, which are based on a comparison between

expected and perceived service.

The gap between expected and perceived service is called GAP 5 which is a measure of service quality; satisfaction is either negative or positive

1 . Which Retail shop you usually go to purchase?

DECISIONS Pantaloons Reliance Fresh A.B. More Others

Respondents 63 7 5 25

RES. (%) 63.00% 7.00% 5 25

fig:-1

Interpretation:-

The most of the peoples are using the difference type of the retail shop, there are 63% of

respondents are going purchase in the Retail shop of Pantaloons 7% of respondent choose to

Reliance Fresh, 5% of respondents are choose to Aditya Birla MORE, 25% of respondents are

choose to other Retail shop for purchasing the goods and other services.

3. How many Retail shop do you visit?

Decisions Respondence Res.(%)

Only one Retail store 31 31%

More than 1 but less than 5 27 27.00%

Any Retailer 42 42.00%

Only one Retail store More than 1 but less than 5

Any Retailer05

1015202530354045

Res.(%)Respondence

fig:-2

Interpretation:

There are different time of retail shop visited by the respondents as like, 31% of the

respondents are going to only one retail store for purchasing, 27% of respondents are choose to

the more than 1 but less than 5 retail store, 42% of the respondents are choose to any retail shop

for the visiting.

4. Which are the reason for selecting retail store?

Decisions Respondence Res. (%)

Near he home 21 21.00%

Have loyalty card 9 9.00%

Good quality of product 70 70.00%

fig:-3

Interpretation:

There are different types of the reasons for choosing/selecting the retail stores

like, 21% of respondents are like to choose for the near the home, 9% of peoples are choose for

have loyalty card, 70% of the respondents are like to choose for the good quality of the product.

5. Are you aware about Pantaloons ?

Decisions YES NO

Respondence 97 3

Res.(%) 97.00% 3.00%

fig:-4

Interpretation:

The brand awareness about the Pantaloons as like, 97% of respondents are aware about

the Big-Bazaar, and 3% of the respondents are not aware about the Pantaloons.

6. Since, when you aware about the Pantaloons ?

Decisions Respondence Res.(%)

Less than 1 month 4 4.00%

1to 5 months 9 9.00%

5 to 10 months 23 23.00%

More than year 64 64.00%

Less than 1 month 1to 5 months 5 to 10 months More than year0

10

20

30

40

50

60

70

Res.(%)Respondence

fig:-5

Interpretation:

The period of awareness about the Pantaloons as like, 4% of the respondents are aware

in the period of less than 1 month, 9% of respondents are aware in the period of between 1to 5

months, 23% of respondents are aware in the period of between 5 to 10 months, 64% of

respondents are aware in the period of more than the year.

7. Are you satisfied with the services that are provided to you by Pantaloons?

Decisions YES NO

Respondence 77 23

Res.(%) 77% 23%

YES NO0

20

40

60

80

100

120

140

160

180

Res.(%)Respondence

fig:-6

Interpretation:

The satisfaction about the service of the Pantaloons, as like, 77% of the respondents are

satisfied from the Big-Bazaar, 23% of the respondents are not satisfied about the service of Big-

Bazaar.

8. Are you aware about schemes, provided by Pantaloons ?

Decisions YES NO

Respondence 61 39

Res.(%) 61.00% 39.00%

YES NO0

10

20

30

40

50

60

70

Res.(%)Respondence

fig:-7

Interpretation:

The awareness about the schemes of the Pantaloons as like, 61% of the respondents are

aware about the schemes, and 39% of respondents are not aware about the schemes of the

Pantaloons.

9. Tick marks on suitable sentence you aware about the schemes?

Decisions Respondence Res.(%)

Before launching in stor 11 19.00%

On the day at launch 13 22.00%

After the launch 35 59.00%

fig:-8

Interpretation:

The awareness about the schemes, there are different ways of the to aware about the

schemes, there are different response for it as like, 19% of respondents aware before launching

in the store, 22% of respondents aware on the day at launch, and 59% of the respondents aware

after the launch of the schemes of the Pantaloons.

10. By which medium you come to know about the scheme?

Decisions SMS Call Paper

Respondence 5 3 51

Res.(%) 9% 5.00% 86.00%

fig:-9

Interpretation:

There are different medium for come to know about the schemes, and different response

for the different medium as like, 9% of the respondents are

SMS, 5% of respondents are Call, and 86% of the respondents are Paper come to know about

the schemes.

11. How is the Behavior at sales staff towards you?

Decisions Very Good Good Average Poor

Respondence 42 46 10 2

Res.(%) 42% 46% 10% 2%

Very Good Good Average Poor0

5

10

15

20

25

30

35

40

45

50

Res.(%)Respondence

fig:-10

Interpretation:

There are different responses for the staff behaviors of the Big-Bazaar, as like, 42% of

respondents’ very Good behavior at the sales staff, 46% of respondents says to good, 10% of

respondents says to average, and 2% of respondents says to poor behavior about the sales staff

of the Pantaloons.

12. If you have any complain related to product than staff will,

Decisions Respondence Res.(%)

Immediate try to solve 30 30.00%

Delays the process but solve it 37 37.00%

Ignore the problem 33 33%

Immediate try to solve Delays the process but solve it

Ignore the problem 0

5

10

15

20

25

30

35

40

Res.(%)Respondence

fig:-11

Interpretation:

The problems about the Pantaloons is become to different response for it as like, 30% of

respondents of become to says immediate try to solve, 37% of respondents are become to says

delays process but solve it, and 33% of respondents are become to says ignore the problems of

the consumers.

13. Has Pantaloons ever provided a feedback form?

Decisions YES NO

Respondence 27 73

Res. (%) 27.00% 73.00%

YES NO0

1020304050607080

Res. (%) Respondence

fig:-12

Interpretation:

The response about the feedback form about the Big Bazaar there are different response

for this, as like, 27% of respondents are says to become yes for it, and 73% of the respondents

are become to says no for the feedback form about the Pantaloons

14. Tick mark on the appropriate answer in Pantaloons customers are treated as,

Decisions God Friend Customers

Respondence 6 26 65

Res. (%) 6% 27% 67%

fig:-13

Interpretation:

To study the customer relationship management there are different ways to become understand

customer is different ways as like, 6% of respondents are become to says the customers are

treated as the God, 27% of the respondents to says to customers are treated as the friend, and

67% of respondents are become to says to the customers are treated as customers.

15. Have you ever received a gift or any car from Big-Bazaar?

Decisions YES NO

Respondence 15 85

Res.(%) 15% 85.00%

fig:-14

Interpretation:

There are different response for the received the gift from the Pantaloons ,as like, 15% of

respondents are received the gift from the Big-Bazaar, and 85% of respondents are says to

become no for the gift received from the Big-Bazaar.

16. Is there any special event where Big-Bazaar had invited you?

Decisions YES NO

respondence 6 94

Res. (%) 6% 94%

YES NO0

102030405060708090

100

Res. (%)respondence

fig:-15

Interpretation:

The Pantaloons keeping the special event for the consumers but there are different response for

this, as like, 6% of respondents are says yes for the keeping of the event and 94% of

respondents are says to no keep the any special event for the customers.

CUSTOMER SURVEY DATA

When customers paid their bill at the checkout, we chose them randomly to

answer a satisfaction survey. I obtained customer surveys over a 2 months

period. Around 100 Questionnaire were filled with the customers in 2

months time duration. With the different responses from every customer

Negative to positive. The questionnaire contained around 10 questions

keeping in mind the 10 Parameters of the store that are:

1.)Quality

2.)Service

3.)After Sale services

4.)Billing

5.)Variety

6.)Availability

7.)Convenience

8.)Service experience with store associate.

9.) Price

10.) Navigation of the store

With the number of responses varying from highly satisfactory to Poor. I

tried to target the customers of Pantalooons inside as well outside the store

at Customer service Desk, at the cash counters, in the different sections or

departments while handling them as sale staff, attending them at home

delivery counters.

suggestions by Customers:

More Communication Should be there to guide the customers who

visit for the first time.

There should be separate counter for senior citizen for cashiering.

The paging should be clear and soft so that it is audible to the

customers.

The schemes and offers should be properly checked before applying

to customers.

The payment made by credit card to the cashiers by customers

should be taken special care of. The card should be swiped once only

to the Banks system not to the system of the store.

The Cashiering Should be done fast so as to save time of customers.

The size should be always be available in the store for customers as

mostly they are out of stock.

More cost effective clothes should be there in women section.

There were less variety in accessories. So it should be more in that

section.

Space problem. Should be more spacious.

The range of denim jeans was limited. so this thing should be

improved.

Good variety of merchandise should be there. should be trendy and

keep pace with the market trend.