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8/9/2019 Pantaloons Final Mr
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Table of Content
1. INTRODUCTION
2. ABSTRACT3. LITERATURE REVIEW4. RESEARCH METHODOLOGY5. PILOT SURVEY6. ANALYSIS AND FINDINGS OF PILOT SURVEY7. ANALYSIS AND FINDINGS OF FINAL SURVEY8. INTERPRETATIONS AND RESULT. CONCLUSION1!. RECOMMENDATIONS11. LIMITATION12. ANNE"URE
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INTRODUCTION
T#$ I%&'(% R$)('* I%&+,)- ', )#$ *(-/$,) (0%/ (** )#$ '%&+,)-'$, (+%)'%/ -
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(%& *(-/$ 0*$, -$0'+0 *'$,)*$
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ABSTRACT
C+,)0$- ,()',()'% ', ( +%&(0$%)(* 0(-9$)'%/ %,)-+) '% )#$ *(,) )#-$$
&$(&$,. I% )#$ (,) ') (, +%+*(- (%& +%($)$& %$) :$(+,$
0(%'$, )#+/#) ') (, 0-$ '0-)(%) ) /('% %$ +,)0$-, )#(% -$)('%
)#$ $
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LITERATURE REVIEW
CUSTOMER SATISFACTION
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MEANING
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P(%)(*%, ,)-$, #($ (% (:+%&(%$ #'$, (-,, ()$/-'$, )#() -(%/$-0 $,)$-% ) I%&'(% $(- -0(* ) (-) $(- (%& ()'$ $(- - 0$%0$% (%& 9'&,. T +-)#$- (&& ) )#$ +,)0$->, '%%+0$-(:*$ #'$, )#()-$?$) ,)*$ ())')+&$ (%& 0-) P(%)(*%, #(, $ABNL>. ABNL ', ( (-) )#$-$,)'/'+, A&')( B'-*( G-+ ( :'**'% I%&'(% 0+*)'%()'%(* $-()'%/ '% 36+%)-'$, (-,, )#$ /*:$ ')# $- 133!!! $0*$$,.
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(RESENT MAR)ET SCENARIO
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$%$)-()'% )#$ -/(%',$& ,$)- ', #'/#$,) '% )#$ *)#'%/ (%& (,#'%,$/0$%) () 33.S+-$ I%&+,)- R$,$(-# R$-),
In*+an A44ael Ma5et O2e2+e3
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XP(%)(*%, F(,#'% :+,'%$,, #($ :$$% )-(%,$--$& % ( /'%/ %$-% :(,',(*%/ ')# &$:) ) )#$C0(%. T#$ ('%)$& &()$ )-(%,$- (, 1,) J+* 2!12. I% )$-0, )#$S#$0$ )#$ %(0$ )#$C0(% (, #(%/$& -0 P$)$- E%/*(%& F(,#'%, (%& R$)('* L'0')$& )
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Sten6t7en+n6 ban* 4otfol+o
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-&+),-'0(-'* 0-',$ :$(+) -&+), $-+0$, ,0$)', *$()#$--&+), (,#'% $$*- )$(-()#$, $).
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H+67 ;:e* ,o0t 0t/,t/eF(,#'% -$)('*'%/ :+,'%$,, #(, #'/# $-()'%/ *$$-(/$ '%/ ) #'/#
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Un*e t7e abo2e ,+,/-0tan,e0 (antaloon0 3a0 7an*e* o2e to A*+t.a
B+la<
Ho3e2e To*a. +n "&1# W+t7 0ale0 of R0 1=%%1 ,oe +n ;0,al "&1#= t7e
*e4at-ent ,7a+n +0 0t+ll +n t7e e* 3+t7 a net lo00 of R0 1!
Re2en/e
T#$ C0(% -$-)$& -$$%+$ () R,.1661C--$ &+-'%/ ,(* 2!13;14. L'9$ )*'9$ ,)-$, ,(*$, &$;/-$ : 1.6. M$-#(%&',$ (('*(:'*') ',,+$ (%& ,+:&+$&%,+0$- ,$%)'0$%), '0()$& )#$ ,(*$,/-)#. T#$ C0(% $%$& 14 %$P(%)(*%, ,)-$, (%& *,$& ) ,)-$, &+-'%/ )#$ $(-.
O$-()'%/ P-)D+-'%/ )#$ $(- :+,'%$,, '%$,)$& '% -/(%',()'% :+'*&'%/ ,)-$, $
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Re0ea,7 *e0+6n
A -$,$(-# &$,'/% ', ( */'(* (%& ,,)$0()' *(% -$(-$& - &'-$)'%/ (
-$,$(-# ,)+&. T#$ 0$)#&*/ (%& )$#%'+$, &$,'/%$& ', )#$ -/-(0 )#()
/+'&$, )#$ '%$,)'/()- '% )#$ -$,, **$)'%/ (%(*'%/ (%& '%)$--$)'%/
&()(.
T#$ -$,$(-# '% )#', (,$ ', $0e,t+onal
0t/*. #(, :$$% +,$& #$-$. I%-0()'% #(, :$$% **$)$& -0 ( /'$% ,(0*$ +*()'% %* %$ : &-('%/ )#$ ,(0*$ -$,%&$%), -0 )#$ )(-/$)
+*()'%.
A R$,$(-# D$,'/% %,',), )#$ **'%/ (-(0$)$-,
• E0e,t+on *e0+6n@
• T#$ 0$(,+-$0$%) (%& ,(*'%/ -$&+-$ )#() (% :$ (&)$& - )#$
-$,$(-# (-$ &$$%&$%) % )#$ +$,)'%%('-$ &$,'/%$& (%& (*'&') -
&$/-$$ -$','% &$,'-$&.
• +$,)'%%('-$ &$,'/%
• S(0*'%/ -$,, (%& ,(0*$ ,'$.
Rea0on0 fo ,7oo0+n6 a 4at+,/la e0ea,7 *e0+6n
• E:4loato. e0ea,7 S'%$ )#', -$,$(-# #$*, ) (,,',) )#$ &$','%
0(9$- '% &$)$-0'%'%/ $(*+()'%/ (%& ,$*$)'%/ )#$ ()-, #'# -0)
%,+0$-, ) :+ (%)' (/'%/ -&+), -0 $
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• S+n6le ,o00 0e,t+onal *e0+6n S'%$ )#$ &()( **$)$& '% -'0(-
-$,$(-# )#-+/# (&0'%',)-()'% +$,)'%%('-$ '** :$ &%$ - %$
,(0*$ -$,%&$%), &-(% -0 )#$ )(-/$) +*()'% %,+0$-,
(%& )#', ,+-$ '** :$ %&+)$& %$.
Se,on*a. *ata
S$%&(- &()( (, **$)$& 0('%* )#-+/# )#$ I%)$-%$) 0(%'$,
$:,')$, (%& (%%+(* -$-), (%& )#-+/# (-'+, :+,'%$,, (-)'*$,.
(+-a. *ata
T#$ P-'0(- D()( (, **$)$& -0 )#$ ,+-$ #'# '%*$& /$))'%/ )#$
0('*$& +$,)'%%('-$ **$& : (-'+, -$,%&$%), (%& )#-+/# &'-$) $-,%(*
'%)$-'$.
S,o4e of t7e 0t/*.
• Aea M$)-,• T+-e 15 &(,• (o*/,t 0,o4e P(%)(*%,
De;n+n6 t7e ta6et 4o4/lat+on
W')# -$/(-&, ) %,+0$-, (% '%&''&+(* (:$ )#$ (/$ 18 ) 45 -0$& )#$
(-) )(-/$) +*()'%
Sa-4l+n6 Fa-e
C%,+0$-, $-$ ,$*$)$& % )#$ :(,', ,on2en+ent /*6-ental ,(0*'%/.
Sa-4le 0+8e
T#$ S(0*$ S'$ - C%,+0$-, ', 1$&
ASSUM(TIONS FOR THE STUDY
• T#$ -$,$(-# ', &%$ : %) +,'%/ % )#$ $=$), )'0$ (%& ,)
%,'&$-()'%.
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• T#$ ,$*$)$& ,(0*$ +%') ,(0*$ (%& ,(0*$ ,'$ '** :$ -$-$,$%)'%/
)#$ )(-/$) +*()'%.
• T#$ 0$)#& %$%'$%) ,(0*'%/ (%& ,(0*$ -(0$ ,$*$)'% '** %)
*$(& ) 0+# $--- '% (%,$-,.
Mana6e-ent *e,+0+on 4oble-
T -$)('% )#$ *(*) +--$%) +,)0$-, (%& ) ())-() %$ +,)0$-,.
Mana6e-ent e0ea,7 4oble-
T $,)'0()$ )#$ *$$* +,)0$- ,()',()'% () (%)(*%, ()$- ') #(, :$$%
)(9$% $- : A&')( B'-*( N+ L'0')$&.
Re0ea,7 (o4o0al
PANTALOONS IS FALLING SHORT OF ANNUAL REVENUES DUE TO
DISSATISFIED CUSTOMERS.
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(ILOT SURVEY
I% -&$- ) $,)'0()$ )#$ *$$* +,)0$- ,()',()'% () P(%)(*%, $ #($ (
%&+)$& ( '*) ,+-$ %,',)'%/ )$% -$,%&$%),.
T#$ (%(*,', (%& %&'%/, )#$ '*) ,)+& (-$ (, **,
1
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"<
'
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#<
$
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INTER(RETATION OF THE (ILOT SURVEY
T#$ &()( **$)$& )#-+/# )#', P'*) S+-$ (, +%& ) :$ '%,+'$%) '%
,$-'%/ )#$ :$)'$, )#$ -$,$(-#. H$%$ ( :-(&$- ,+-$ ')# ( *(-/$-
,(0*$ ,'$ 13! -$,%&$%), (, %&+)$& ) ,$-$ )#$ $- +-,$
)#$ -$,$(-#.
ANALYSIS AND FINDINGS OF THE FINAL SURVEY
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1.
"<
'
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#<
$
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%<
!
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8/9/2019 Pantaloons Final Mr
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9<
1&<
INTER(RETATIONS AND RESULTS
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1. (+,e of t7e +te-0 T#', ', %$ )#$ -'0$ ()- #'# #(, ( #+/$ '0() % )#$
,#*/ )#$ +,)0$-,. A, $- )#$ ,+-$ %&+)$& 85.42
+,)0$-, $*) )#() )#$ -&+) =$-$& : P(%)(*%, (-$ (=-&(:*$.
2. Con2en+en,e +n Na2+6at+onP(%)(*%, +)*$), (-$ -$,$%) () %$%'$%) *()'%, (%& (% :$ $(,'*
-$(#$& : )#$ +,)0$-,. M-$$- +,)0$-, (% $(,'* *()$ )#$
-&+), '%,'&$ )#$ ,)-$ #'# $%#(%$, )#$'- ,#'%/ $
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CONCLUSION
H$%$ ()$- %&+)'%/ )#$ %(* ,+-$ $ (% %*+&$ )#() 0,)
)#$ +,)0$-, (-$ ,()',$& ')# )#$ ,#'%/ $