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A
PROJECT REPORT
ON
“THE STUDY ON CUSTOMER SATISFACTION OF PEOPLE OF VADODARA AT VADODARA CENTRAL”
Undertaken at:VADODARA CENTRAL, VADODARA
Submitted by:SAGAR GAUR. M
(06MBA53)
Guided by:MR. BHAVESH VANPARIYA
MBA (2007-08)
SHRIMAD RAJCHANDRA INSTITUTE OF MANAGEMENT AND COMPUTER APPLICATION
1
DECLARATION
I hereby declare that the summer project report titled “The study on
customer satisfaction of people of Vadodara at Vadodara Central
reference to Vadodara city” is an original piece of work done by me for
the fulfillment of the award of degree of Master of Business
Administration, and whatever information has been taken from any
sources had been duly acknowledge.
I further declare that the personal data & information received from any
respondent during survey has not been shared with any one and is used
for academic purpose only.
SAGAR GAUR .M
2
ACKNOWLEDGEMENT
I wish to convey my special thanks to Mr. Rajesh Gandhi (Sr.Mark Mang)
and to Miss. Arpita Joshi (Asst Mark Mang) at Vadodara Central, who has
been a constant source of inspiration and encouragement to me.
I feel immense pleasure in expressing my deep sense of respect and
indebtedness to my institute project guide, Mr. Bhavesh Vanpariya,
Faculty, Shrimad Rajchandra Institute of Management & Computer
application, Tarsadi for his valuable guidance throughout preparation of
this report.
I feel immense pleasure to thank Dr. Bankim Patel, Director, Shrimad
Rajchandra Institute of Management & Computer application (SRIMCA),
Tarsadi for making available all facilities in fulfilling the requirements for
the research work.
I am sincerely thankful to all the faculty member of MBA department who
directly or indirectly supported me during the project. I am also thankful
to all the non-teaching staff of SRIMCA for their kind support.
SAGAR GAUR.M
3
EXECUTIVE SUMMARY
Purpose: - To study the customer satisfaction of people of Vadodara at Vadodara Central.
Design methodology approach:-The project report includes the information regarding the industry profile, profile of Pantaloon Retail India Ltd and about Central. It also gives details about the major findings from study and the research methodology, data analysis and interpretation, conclusion and suggestions to improve the perception and satisfaction level of the customers of Vadodara Central.
Data Collection:-In the research project the primary data collected through questionnaire. And my sample size was 150 customers of the Vadodara Central at Near Genda circle, Wadi Wadi, Baroda.
Statistical Tools:-For analysis purpose, SPSS (Statistical Package for Social Science) soft ware was used through which I had done different tests for the data analysis and interpretation purpose like (One sample T test, Eta test, Chi square test, Correlation, Cross tabulation).
Research design and Sampling method:-The research design is descriptive. Sampling design is Non-probability and sampling method is convenience sampling because of time and money constraints. The sample size is 150 customers of Vadodara Central, Near Genda circle, Wadi Wadi, Baroda. (51 students, 22 professional, 27 business person, 36 Govt & Pvt service, 10 self employed & retired and 4 house wives).
Conclusion and Findings:-The wide range of the product is available for all the age group people at central. The people are satisfied with the service quality and they feel outstanding about the staff of the Central. The arrangements of the products and physical facility are very good.People are preferred Central as most preferred destination for shopping at Vadodara city and most of the people are visiting the mall
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twice and thrice in a month for shopping. The major purchase done by the 20 to 30 years of the age group people.
Pantaloons and Westside are the other preferred choice for the people of Vadodara for shopping in the Vadodara city.
Recommendation:-Some more products which are needed for the life style maintaining and the range of the available products should be increased.The Vadodara Central will face a close competition from Big Bazaar and up coming retail malls and retail malls which are existing from other malls of different business groups, so the Central should also concentrate on middle class of peoples and put some product of lower price so that they will also preferred Central for the shopping than other stores.
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TABLE OF CONTENTS
Sr.
No.
Topic Page
No.
1.0 Introduction
1.1 Industry Profile
1.2 Company Profile
1.3 Central Profile
1.4 Literature Review
10
12
13
14
2.0 Research Methodology
2.1 Problem definition
2.2 Objectives of Study
2.3 Research Methodology
2.4 Statistical Test Used
2.5 Statistical terms used
17
18
18
21
21
3.0 Data Analysis & Interpretation 23
4.0 Conclusion 83
5.0 Recommendations 85
6.0 Bibliography 87
Appendix 89
6
INTRODUCTION
7
INTRODUCTION
1.1 INDUSTRY PROFILE
Retail is India’s largest industry, accounting for over 10 percent of the country’s GDP and around eight percent of the employment. Retail industry in India is at the crossroad. It has emerged as one of the most dynamic and fast paced industry with several players entering the market. But because of the heavy initial investments required, break even is difficult to achieve and many of these players have not tasted success so far. However, the future is promising, the market is growing, government policies are becoming more favorable and emerging technologies are facilitating operations.
Retailing in India is gradually inching its way toward becoming the next boom industry. The whole concept of shopping has altered in terms of format and consumer buying behavior, ushering in shopping in India. Modern retail has entered India as seen in sprawling shopping centers, multi-stored malls and huge complexes offer shopping, entertainment and food all under one root.
The Indian retailing sector is at an inflexion point where the growth of organization retailing and growth in the consumption by the Indian population is going to take a higher growth trajectory. The Indian population is witnessing a significant change in its demographics. A large young working population with median age of 24 years nuclear families in urban areas, along with increasing workingwomen population and emerging opportunities in the services sector are going to be the key growth drivers of the organized retail sector in India.
SomeKeyFacts:-
- Retail is India’s largest industry, accounting for over 10 per cent of the country’s GDP and around eight per cent of the employment
- The market size of Indian retail industry is about US $312 billion
- Organized retailing comprises only 2.8 per cent of the total retailing market and is estimated at around US$ 8.7 billion
- The organized retail sector is expected to grow to US $ 70 billion by 2010
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Every company is interested in organized retail, and too much money is coming into the industry. Three big groups comprising Reliance industries, the Bharti-Wal-Mart combine, TATA and the Aditya Birla group – have lied up investments in excess that figure. Then there is other like the Hero group that is talking of getting into organized retail.
The reason for so much investment in that industry is that retail is a strategic industry. It’s the point where supply ad demand converges. Anyone who controls this point even in any significant way-can become a decisive force in the economy, but the bigger reason why companies are so interested in organized retail is the sheer size of the opportunity. Currently, organized retail covers only 3% of the total market which is very less compared to over 60-70% levels in western countries.
No fresh demand needs to be created, it already exists. The only challenge is to pull consumers away from Kirana stores, or roadside hawkers or neighborhood markets into cleaner and better laid out shopping environments. Indeed, when retailer is down, it’s not because there was no demand, it’s usually because the retailer wasn’t efficient enough to give consumers a better value proposition.
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1.2 COMPANY PROFILE
Pantaloon Retail (India) Ltd, is India’s leading retail company with presence across food, fashion, home solutions and consumer electronics, books and music, health, wellness and beauty, general merchandise, communication products, e-tailing and Leisure & Environment.
Headquartered in Mumbai (Bombay), the company operates through 3.5 million square fact of retail space, has over 100+ stores and 30+ cities in India and employs over 14,000 people. The company owns and manages multiple retail formats catering to a wide cross-section of the Indian society and its width ad depth of merchandise helps it capture almost the entire consumption basket of the Indian consumer.
For the financial year ended June 2006, it had gross sales of Rs. 2,018.76cr. Founded in 1987, pantaloon Retail forayed into retail in 1997 with the opening up of a chain of department stores, Pantaloons.
In 2001, it launched Big Bazaar, a hypermarket chain, followed by Food Bazaar, a supermarket chain. It went on to launch Central, a first of its kind, seamless mall located in the heart of major Indian cities. Some of its other formats include, Collection I (home improvement products), E-Zone (consumer electronics), Depot (books, music, gifts and stationeries), all (fashion apparel for plus-size individuals), Shoe Factory (footwear) and Blue Sky (fashion accessories). It has recently launched its e-tailing venture; some of the group’s subsidiaries include Home Solutions Retail India Ltd, Future Bazaar (India) Ltd and Converge M Retail (India) Ltd, which leads the group’s foray into home improvement, e-tailing and communication products, respectively.
Other group companies include Pantaloon Industries Ltd, Galaxy Entertainment and Indus League Clothing. It has also entered joint venture agreements with a number of companies including ETAM group, Gini & Jonnie, Liberty Shoes and Planet Retail, a company that owns the franchisee of international brands like Marks & Spencer Debenhams and Guess in India.
1.3 CENTRAL
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Vadodara Central a “Seamless Mall” in the heart of the city
Shop, Eat and Celebrate is the new mantra for residents of Vadodara
With “Shop, Eat and Celebrate” as a theme Vadodara Central houses over 300 brands, across Categories, such as apparels, footwear and Accessories for women, men, children, infant basics. It also has a whole range of Music, Books, Coffee Shop, Food Court, Super Market (Food Bazaar), Fine Dining Restaurant. The mall also has a separate section for services such as Travel, Finance, Investment, Insurance, Concert/Cinema Ticket Booking, Bill Payments and other miscellaneous services. Vadodara Central also has Central Square – a dedicated space for product launches, impromptu events, daring displays, exciting shows and art exhibitions. In short Vadodara Central has something for everybody from individuals to businesses.
Vadodara Central has everything a family would need, for a complete shopping experience. The 4 storied Seamless Mall has specific areas dedicated to women, men, children, infants, food and beverages, home appliances and furnishing, toys, play area for children among others.
There are mainly four malls of Central all across the India.
(1) Bangalore Central (2)Hyderabad Central
47/48, Residency Road, 6-3-673/1-4, Bangalore - 560025 PunjaguttaCrossRoad,
Punjagutta 500 082
(3) Pune Central (4) Vadodara Central
256, Koncord Towers Shaarav Realty Pvt Ltd, Boat Club Road, Opp. Sarabhai Chemicals,Sangamwadi Town Planning Scheme, Near Genda circle,Bund Garden Joggers Park, Wadi Wadi,Pune-411001 Baroda-390 023, Gujarat
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1.4 Literature Review
Today as we know that the growth of the retail sector industry is too high
and due to these a very high level of competition is there, many domestic
and foreign company has introduce there malls around the country at
different cities and town, in these competitive market to introduce a new
type of retail counter is not a easy task, the company must have to
understand the behavioral pattern of the consumer. So that the
companies can emphasis more on that kind of features which the
customer are demanding. For this reason we are going to study on
customer satisfaction of people of Vadodara at Vadodara Central.
Today most of all products which are available to the buyers have a
number of alternatives, while they are taking purchasing decision. The
aim of marketer is to meet and satisfy target customer’s need and wants,
the field of consumer behavior studies, how individual, groups and
organization select, buy, use, and dispose of goods, services, ideas and
experience to satisfy their need and desire.
Understanding the consumer behavior and knowing customers
satisfaction are never be easy. Customers say one thing and do
something different. They may not be in touch with their deeper
motivation. The knowledge of customer’s satisfaction is essential for
marketers; because the consumer brings change in to the business
according to maintain it.
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Customer satisfaction:-
In general, satisfaction is a persons feelings of pleasure or disappointment
resulting from comparing a products perceived performance (or out
come) in relation to his or her short of expectations. If the performance
falls short of expectations. If the performance matches the expectations,
the customer is satisfied. If the performance exceeds expectations the
customer is highly satisfied of delighted.
By (Philip Kotler & Kevin Keller) from Marketing Management.
“Customer satisfaction is the individual’s perception of the performance of
the product or service in relation to his or her expectations.”
By (Leon G.S. Chiffman) from Consumer Behavior.
Application of knowledge of customer satisfaction:-
The knowledge of customer satisfaction is very much important for the
company in following way,
To helps in development of product and services.
To helps in designing marketing activity for future.
To helps in marketing segmentation and strategies
development.
To helps in knowing the product positioning and feeling in the
mind of target audience for the product or service.
To helps in improving the activities that will be according to the
need of the customers.
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RESEARCH METHODOLOGY
14
CHAPTER-2
RESEARCH METHODOLOGY
2.1 Problem definition:
Management Decision Problem:
“How to increase the satisfaction of the customers of Vadodara Central”
Marketing Research Problem:
“What is the buying behavior of people of Vadodara city?”
Problem Definition
What are the factors that highly affect customer’s satisfaction level at shopping malls?
What are the features & facilities, which customers are demanding?
What are respondent’s preferences for different brands?
What is the top of mind awareness of shopping at retail malls?
What is the extent of loyalty of customers towards Vadodara Central?
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2.2 Objectives of Study
Primary: “To study the customer satisfaction of people of Vadodara at
Vadodara Central”.
Secondary:
To find out the most important factor, this affects the
Consumer satisfaction.
To find out the most probable features which customer demanding
in a shopping mall.
To know the top-of-mind awareness of different malls around the
city.
To know the response of the Vadodara Central customers & factors
which customers like or dislike and think of some improvements.
To know the relationship between the brands and income,
occupation and age.
2.3 Research Methodology:
Research Methodology is the systematic design, collection, analysis and
reporting of data and findings, relevant to appraisal specific personnel
situation facing the company. Research Methodology describes the
research procedure. This research procedure covers the following points:
A. Research design
B. Data collection method
C. Sampling plan
16
A. Research Design:
A research design is an overall framework of project that indicates what
information to be collected from which sources and by which procedures.
Research design is the plan, structure, and strategy of investigation
conceived so as to obtain answers to research questions and to control
variance.
In this project, descriptive and cross-sectional research design has been
used because it describes the phenomena under study and
recommendations findings are specific under this study. Cross-sectional
studies are carried out once and selected, as the research will be carried
out in a particular time limit only.
The Six W’s
WHO-Who should be considered a potential respondent?
The data are collected from the people who visited the Vadodara Central.
WHAT-What information should the be obtained from respondent?
Study the customers satisfaction and there expectation & prefers.
WHERE-Where should the respondents be contacted to obtain the
required information?
The people who visited the Vadodara Central. Vadodara.
WHEN- When the information should be collected?
The data are collected from 21st May to 20th July 2007.
17
WHY-Why are we obtaining information from the respondents?
To know the satisfaction level & buying behavior of the customers of
Vadodara Central.
WAY- In what way are way going to obtained information from the
respondents?
The preparation the questionnaire for getting answer from the customers.
B. Data collection Method:
There are two sources of data:
1. Primary data sources
2. Secondary data sources
Primary data are collected by using the Filling up of the questionnaire
method of data collection.
Secondary data ---------------
Research Measurement Tool:
The most popular research instrument for data collection -questionnaire
has been used.
Type of Questions:
In the questionnaire, both close-ended questions and open-ended
questions were included. The close-ended questions further included
multiple-choice questions as well as rating scale questions.
Pre-Testing of questionnaire: It is necessary to check the
questionnaire, before actual research is done. Therefore pilot testing is
18
done. In this case, Pilot testing was done for ten respondents, and based
on the feedback, the questionnaire was fine-tuned.
C. Sampling Plan:
Sampling Design and Sampling Method:
In this study, non-probability sampling design has been used and the
sampling method employed is Convenience Sampling because of time and
money constraints.
i. Define the Target population
-Element: Potential Customer of Vadodara Central.
-Sampling Unit: Visitors of Vadodara Central.
-Extent: Vadodara city.
-Time: From 21stMay.2007 to 20th July. 2007.
ii. Select sampling techniques: Non-probability Convenience. This has
been done instead of pure random sampling method (Probability
Sampling) because of time and money constraints.
iii. Execution of sampling process: We have collected data from
people who visited the Vadodara Central through filling up of
questionnaire.
2.4 Statistical Test used:-
We have used SPSS soft ware for doing all kind of statistical test.
2.5 Statistical terms used:-
Mean: means value is obtained by adding together all the items and by dividing by this total by number of items.
19
Standard deviation: a probability distribution, random variable, or population or multiset of values is a measure of its values. One –sample T test for: The One sample T Test compares the mean score of a sample to know a value.
Pilot testing: It is necessary to check the questionnaire, before actual research is done. Therefore pilot testing is done.
Choice of survey method: Questionnaires is filled up in the mall.
Research instrument: Questionnaire was used for the purpose of the data collection as the research instrument.
Questionnaire is consisted of the,1. Close ended questions (many questions include use of the scales).2. Open-ended question.
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DATA ANALYSIS
AND
INTERPRETATION
21
1st preference{%}
2nd preference(%}
3rd preference{%}
4th preference{%}
5th preference{%}
Central 64 18.7 12 5.3 0
Westside 7.3 34.7 42.7 15.3 0
Pantaloons 27.3 38.7 28.7 5.3 0
Planet fashion
1.3 8.7 16.0 71.3 2.7
Others 0.7 0 0 2.0 97.3
3.0 DATA ANAYALISIS AND INTERPRETATION
The preferred malls of Vadodara visited frequently by people of Vadodara city.
22
1st
2nd
3rd
4th
5th
19%12%
5%
64%1st
Inference:-
We can see that from the above table and graphs that out of 150 respondents (100%), there are 64% peoples who gives 1st and 18.7% people who gives 2nd preference to the Central for the shopping in Vadodara city.34.7% people who say that Westside is second most preferred destination for shopping. 27.3%people preferred Pantaloons for the shopping as first preference and also it has also 38.7% people who preferred as a second most prefer destination for shopping.So, we can say that the Central is the most preferred place for the shopping for the people living in Vadodara city.
23
The number of people purchase during there visit at Vadodara Central.
Purchase from Central
Frequency Percent Valid PercentCumulative
PercentYes 92 61.3 61.3 61.3
No 58 38.7 38.7 100.0 Total 150 100.0 100.0
24
Purchase
Purchase
NoYes
100
80
60
40
20
0
Inference:-
We can see that from the above table and graphs that out of 150 respondent 61.3% people has purchase and 38.7% has not purchase during there visit at Vadodara Central. So, we can say that most of the people will preferred to do the shopping from Central when they came for visit at the Vadodara Central.
The reasons for why the people has not purchase from Vadodara Central.
Not purchase from Central
Frequenc
yPercen
t Valid PercentCumulative
PercentPurchased From VC 92 61.3 61.3 61.3
1 Accompanied with some one
10 6.7 6.7 68.0
2 Spend some time 15 10.0 10.0 78.0
Frequency
25
Not purchase
Not purchase
Window shopping
Came to dine
Spend some time
Accompanied with some
Purchase from V.C.
100
80
60
40
20
0
3 Came to dine 11 7.3 7.3 85.3 4 Window shopping 22 14.7 14.7 100.0 Total 150 100.0 100.0
Inference:-We can see that from the above table and graphs that out of 150 -respondent,58 people those who had not purchase 6.7% people has accompanied with some one purchase, 10% people has come for spend some time , 7.3% people has came for dine and 14.7% people has came for window shopping. So, we can know that most of people who had not purchase is came for window shopping and for spend some time at Vadodara Central so more variety and range of product should be increased.
From the following section people made purchased or want to make a purchase from Vadodara Central.
Frequency
26
Men’s wear Woman’s wear Kid’s wear
Footwear’s Sports wear Food court
Cosmetics & accessories Jewelry & watches Books & music
Electronic appliances Mobile phones
Inference:-
We can see that from the above table and graphs that out of 150 respondent’s major amount of purchase was done from the Men’s wear section which is 19.37% by the peoples.Food court is also making a good amount of sale and having 12.80% purchase done by the people from this section.
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Sections Purchase from Central
Purchase in(%)
Not purchase from Central.
Men’s wear 56 19.37 94Woman’s wear 31 10.70 119Kid’s wear 16 5.53 134Footwear’s 16 5.53 134Sports wear 10 3.46 140Food court 37 12.80 113Cosmetics & Accessories
26 4.00 124
Jewelry & watches 23 7.95 127Books & music 23 7.95 127toys 10 3.46 140Electronic appliances 21 7.26 129Mobile phones 20 6.92 130total 289 100% 1511
Women’s wear also having a good amount of sale in Vadodara Central which is having 10.70% of the total sale at Vadodara Central.There is also other section s which is contributing good amount revenue for the Vadodara Central and there are sales from the other sections also as it shown in the table or seen from the pie chart.
The following features people like about the staff during there visit at Vadodara Central.
Courteous Friendly Well groomed KnowledgeableValid 150 150 150 150
Missing 0 0 0 0
Frequency Table Courteous
Frequency Percent Valid PercentCumulative
PercentDisagree
8 5.3 5.3 5.3
Neutral 21 14.0 14.0 19.3 Agree 121 80.7 80.7 100.0 Total 150 100.0 100.0
Inference:-
We can see that from the above table and that out of 150 respondents 5.3% people are disagree, 14% people are neutral and 80.7% people are agree that staff of Vadodara Central is courteous So, we can say that most of people find that the staff of Vadodara Central courteous to them
28
during there visit at Vadodara Central.
Friendly
Frequency Percent Valid PercentCumulative
PercentDisagree
3 2.0 2.0 2.0
Neutral 27 18.0 18.0 20.0 Agree 120 80.0 80.0 100.0 Total 150 100.0 100.0
Inference:- We can see that from the above table and that out of 150 respondents 2.0% people are disagree, 18% people are neutral and 80% people are agree that staff of Vadodara Central is Friendly with them during there visit at Vadodara Central.
Well groomed
Frequency Percent Valid PercentCumulative
PercentDisagree
6 4.0 4.0 4.0
Neutral 38 25.3 25.3 29.3 Agree 106 70.7 70.7 100.0 Total 150 100.0 100.0
Inference:-
We can see that from the above table and that out of 150 respondents4.0% people are disagree, 25.3% people are neutral and 70.7% people are agree that staff of Vadodara Central is well groomed at the time when they visit at Vadodara Central.
Knowledgeable
Frequency Percent Valid PercentCumulative
Percent
29
Disagree
13 8.7 8.7 8.7
Neutral 42 28.0 28.0 36.7 Agree 95 63.3 63.3 100.0 Total 150 100.0 100.0
Inference:-
We can see that from the above table and that out of 150 respondents 8.7% people are disagree, 28.0% people are neutral and 63.3% people are agree that staff of Vadodara Central is knowledgeable regarding the product and service during there visit at Vadodara Central. So, we can say that most of the people are satisfied with the staff services at Vadodara Central and they get all available information when they asked.
The following features people like about Central during there visit at Vadodara Central.
VARIETY, QUALITY & RANGE OF PRODUCTS
One Sample T-Test:
Null Hypothesis (HO): There is no significant difference between
calculated mean and hypothesized mean (2). In other words, we
hypothesize that the customers are satisfied with the variety, quality &
range of product.
i.e. Ho : x = µ = 2
Alternative Hypothesis (H1): There is significant difference between
calculated mean and hypothesized mean. In other words the customers
are not satisfied with the variety, quality & range of product.
30
i.e. H1: x ≠ µ, i.e. H1: x ≠ 2
Statistical Test: one sample t-test is chosen because the measurement
of data is interval in nature.
Significance level: 0.05
One-Sample Statistic
T-Test
One-Sample Statistics
N MeanStd.
DeviationStd. Error
MeanVariety, Quality &
Range150 2.65 .543 .044
One-Sample Test
Test Value = 2
t
14.729
df
149
Sig.
(2-tailed)
Mean
Differe
nce
95% Confidence
Interval of the
Difference
Lower Upper
31
Variety,
Quality&
Range
.000 .653 .57 .74
TEST VALUE AT 3
Null Hypothesis (HO): There is no significant difference between
calculated mean and hypothesized mean (3). In other words, we
hypothesize that the customers are satisfied with the variety, quality &
range of product.
Alternative Hypothesis (H1): There is significant difference between
calculated mean (0.00) and hypothesized mean (3.00). In other words
the customers are not feeling outstanding for the variety, quality & range
of the products.
One-Sample Test
T-Test
One-Sample Statistics
N MeanStd.
Deviation Std. Error MeanVariety, Quality &
Range150 2.65 .543 .044
One-Sample Test
Test Value = 3
32
t
-7.815
df
149
Sig.
(2-tailed)
Mean
Differe
nce
95% Confidence
Interval of the
Difference
Lower Upper
Variety,
Quality&
Range
.000 -.347 -.43 -.26
Inference:-
Here the test is performed at 95% significance level and the p-value
comes out as 0.00 which is lesser than 0.05, at the hypothesized mean
value 2 and 3 we get the same result, it means that the null hypothesis
H0 is rejected and alternative hypothesis is accepted and it can be said
that there is significant difference between calculated mean and
hypothesized mean. So, we can say that customers are satisfied but not
feel outstanding about the variety, quality & range of the products
available at Vadodara Central.
PRICES OF PRODUCTS
One Sample T-Test:
Null Hypothesis (HO): There is no significant difference between
calculated mean and hypothesized mean (2). In other words, we
hypothesize that the customers are satisfied with the prices of product.
i.e. Ho : x = µ = 2
Alternative Hypothesis (H1): There is significant difference between
33
calculated mean and hypothesized mean. In other words the customers
are not satisfied with the prices of product.
i.e. H1: x ≠ µ, i.e. H1: x ≠ 2
Statistical Test: one sample t-test is chosen because the measurement
of data is interval in nature.
Significance level: 0.05
One-Sample Statistics
T-Test
One-Sample Statistics
N MeanStd.
DeviationStd. Error
MeanPrices 150 2.37 .660 .054
One-Sample Test
Test Value = 2
34
t
6.808
df
149
Sig.
(2-tailed)
Mean
Differe
nce
95% Confidence
Interval of the
Difference
Lower Upper
Prices .000 .367 .26 .47
TEST VALUE AT 3
Null Hypothesis (HO): There is no significant difference between
calculated mean and hypothesized mean (3). In other words, we
hypothesize that the customer likes the Variety; Quality & Range of the
store is outstanding.
Alternative Hypothesis (H1): There is significant difference between
calculated mean (0.00) and hypothesized mean (3.00). In other words
the customers are not feeling outstanding for the price of the products.
One-Sample Test
T-Test
One-Sample Statistics
N MeanStd.
Deviation Std. Error MeanPrices 150 2.37 .660 .054
One-Sample Test
35
Test Value = 3
t
11.759
df
149
Sig.
(2-tailed)
Mean
Differe
nce
95% Confidence
Interval of the
Difference
Lower Upper
Prices .000 -.633 -.74 -.53
Inference:-
Here the test is performed at 95% significance level and the p-value
comes out as 0.00 which is lesser than 0.05, at the hypothesis mean
value 2 and 3 we get the same result it means that the null hypothesis H0
is again rejected and alternative hypothesis is accepted and it can be said
that there is significant difference between calculated mean and
hypothesized mean. So, we can say that customers are satisfied but not
feeling outstanding about the price of the products at Vadodara Central.
NAVIGATING IN THE MALL
One Sample T-Test:
Null Hypothesis (HO): There is no significant difference between
calculated mean and hypothesized mean (2). In other words, we
hypothesize that the customer are satisfied with comfortable navigating.
i.e. Ho : x = µ = 2
36
Alternative Hypothesis (H1): There is significant difference between
calculated mean and hypothesized mean. In other words the users are not
satisfied with comfortable navigating.
i.e. H1: x ≠ µ, i.e. H1: x ≠ 2
Statistical Test: one sample t-test is chosen because the measurement
of data is interval in nature.
Significance level: 0.05
One-Sample Statistics
T-Test
One-Sample Statistics
N MeanStd.
DeviationStd. Error
MeanNavigating 150 2.47 .599 .049
One-Sample Test
37
Test Value = 2
t
9.684
df
149
Sig.
(2-tailed)
Mean
Differe
nce
95% Confidence
Interval of the
Difference
Lower Upper
Navigating .000 .473 .38 .57
TEST VALUE AT 3
Null Hypothesis (HO): There is no significant difference between
calculated mean and hypothesized mean (3). In other words, we
hypothesize that the customer likes the comfortable navigating in the
mall.
Alternative Hypothesis (H1): There is significant difference between
calculated mean (0.00) and hypothesized mean (3.00). In other words
the users are not feeling outstanding about the comfortable navigating in
the mall.
One-Sample Test
T-Test
One-Sample Statistics
N MeanStd.
Deviation Std. Error MeanNavigating 150 2.47 .599 .049
38
One-Sample Test
Test Value = 3
t
10.775
df
149
Sig.
(2-tailed)
Mean
Differe
nce
95% Confidence
Interval of the
Difference
Lower Upper
Navigating .000 -.527 -.62 -.43
Inference:-
Here the test is performed at 95% significance level and the p-value
comes out as 0.00 which is lesser than 0.05, a the hypothesized mean
value 2and 3 we get the same result it means that the null hypothesis H0
is rejected and alternative hypothesis is accepted and it can be said that
there is significant difference between calculated mean and hypothesized
mean. So, we can say that customers feel the mall navigating is
satisfactory but not feeling outstanding about it.
.
CLEANLINESS OF THE MALL
One Sample T-Test:
Null Hypothesis (HO): There is no significant difference between
calculated mean and hypothesized mean (2). In other words, we
hypothesize that the customers are satisfied with the cleanliness of the
mall.
i.e. Ho : x = µ = 2
39
Alternative Hypothesis (H1): There is significant difference between
calculated mean and hypothesized mean. In other words the customers
are not satisfied with the cleanliness of the mall.
i.e. H1: x ≠ µ, i.e. H1: x ≠ 2
Statistical Test: one sample t-test is chosen because the measurement
of data is interval in nature.
Significance level: 0.05
One-Sample Statistics
T-Test
One-Sample Statistics
N MeanStd.
DeviationStd. Error
MeanCleanliness 150 2.71 .522 .043
40
One-Sample Test
Test Value = 2
t
16.722
df
149
Sig.
(2-tailed)
Mean
Differe
nce
95% Confidence
Interval of the
Difference
Lower Upper
Cleanliness .000 .713 .63 .80
TEST VALUE AT 3
Null Hypothesis (HO): There is no significant difference between
calculated mean and hypothesized mean (3). In other words, we
hypothesize that the customers likes the cleanliness of the mall.
Alternative Hypothesis (H1): There is significant difference between
calculated mean (0.00) and hypothesized mean (3.00). In other words
the customers are not feeling outstanding about the cleanliness of the
mall.
One-Sample Test
T-Test
One-Sample Statistics
N MeanStd.
Deviation Std. Error MeanCleanliness 150 2.71 .522 .043
41
One-Sample Test
Test Value = 3
t
-6.720
df
149
Sig.
(2-tailed)
Mean
Differe
nce
95% Confidence
Interval of the
Difference
Lower Upper
Cleanliness .000 -.287 -.37 -.20
Inference:-
Here the test is performed at 95% significance level and the p-value
comes out as 0.00 which is lesser than 0.05, at the hypothesized mean
value 2and 3 we get the same result it means that the null hypothesis H0
is again rejected and alternative hypothesis is accepted and it can be said
that there is significant difference between calculated mean and
hypothesized mean. So, we can say that customers are satisfied but not
feel outstanding about the cleanliness about the mall.
.
The number of times people visited the Vadodara Central in a month.
Visit
N Mean Std. Deviation
42
Visit
Visit
More than thatThriceTwiceOnce
70
60
50
40
30
20
10
0
150 2.38 0.90
Mean:-We can say that most of the customers like to visited the Vadodara Central twice and thrice in a month.
Std. Deviation: - We can say that most of the customers are loyal towards the Vadodara Central and they are not volatile to other malls.
Visit
Frequency PercentValid
PercentCumulative
PercentOnce 23 15.3 15.3 15.3
Twice 67 44.7 44.7 60.0 Thrice 40 26.7 26.7 86.7 More than
that20 13.3 13.3 100.0
Total 150 100.0 100.0
Frequency
43
Inference:-
We can see that from the above table and graphs that out of 150 respondents 15.3% people visit once, 44.7% people visit twice, 26.7% people visit thrice and 13.3% people visit more three times Vadodara Central in a month .So, we can say that the most of people visited twice and thrice in a month at Vadodara Central.
The people think about the service of the different malls in
Vadodara city.
WESTSIDE
One Sample T-Test:
Null Hypothesis (HO): There is no significant difference between
calculated mean and hypothesized mean (2). In other words, we
hypothesize that the customers are satisfied with the service of the West
side.
i.e. Ho : x = µ = 2
Alternative Hypothesis (H1): There is significant difference between
44
calculated mean and hypothesized mean. In other words the customers
are not satisfied with the service of the West side.
i.e. H1: x ≠ µ, i.e. H1: x ≠ 2
Statistical Test: one sample t-test is chosen because the measurement
of data is interval in nature.
Significance level: 0.05
T-Test
One-Sample Statistics
N MeanStd.
DeviationStd. Error
MeanWestside 150 2.38 .552 .045
One-Sample Test
Test Value = 2
t
8.437
df
149
Sig.
(2-tailed)
Mean
Differe
nce
95% Confidence
Interval of the
Difference
45
Lower Upper
Westside .000 .380 .29 .47
TEST VALUE AT 3
Null Hypothesis (HO): There is no significant difference between
calculated mean and hypothesized mean (3). In other words, we
hypothesize that the customers are satisfied with the service of the West
side.
Alternative Hypothesis (H1): There is significant difference between
calculated mean (0.00) and hypothesized mean (3.00). In other words
the customers are not feeling outstanding for the service of the West side.
One-Sample Test
T-Test
One-Sample Statistics
N Mean Std. DeviationStd. Error
MeanWestside 150 2.38 .552 .045
One-Sample Test
Test Value = 3
46
t
13.765
df
149
Sig.
(2-tailed)
Mean
Differe
nce
95% Confidence
Interval of the
Difference
Lower Upper
Westside .000 -.620 -.71 -.53
Inference:-
Here the test is performed at 95% significance level and the p-value comes out as 0.00 which is lesser than 0.05, at the hypothesized mean value 2 and 3 we get the same result, it means that the null hypothesis H0 is rejected and alternative hypothesis is accepted and it can be said that there is significant difference between calculated mean and hypothesized mean. So, we can say that customers are satisfied but not feel completely outstanding about the service of the Westside.
CENTRAL
One Sample T-Test:
Null Hypothesis (HO): There is no significant difference between
calculated mean and hypothesized mean (2). In other words, we
hypothesize that the customers are satisfied with the service of the
Central.
i.e. Ho : x = µ = 2
Alternative Hypothesis (H1): There is significant difference between
calculated mean and hypothesized mean. In other words the customers
47
are not satisfied with the service of the Central.
i.e. H1: x ≠ µ, i.e. H1: x ≠ 2
Statistical Test: one sample t-test is chosen because the measurement
of data is interval in nature.
Significance level: 0.05
T-Test
One-Sample Statistics
N MeanStd.
DeviationStd. Error
MeanCentral 150 2.82 .450 .037
One-Sample Test
Test Value = 2
48
t
22.330
df
149
Sig.
(2-tailed)
Mean
Differe
nce
95% Confidence
Interval of the
Difference
Lower Upper
Central .000 .820 .75 .89
TEST VALUE AT 3
Null Hypothesis (HO): There is no significant difference between
calculated mean and hypothesized mean (3). In other words, we
hypothesize that the customers are satisfied with the service Central.
Alternative Hypothesis (H1): There is significant difference between
calculated mean (0.00) and hypothesized mean (3.00). In other words
the customers are not feeling outstanding for the service of Central.
One-Sample TestT-Test
One-Sample Statistics
N Mean Std. DeviationStd. Error
MeanCentral 150 2.82 .450 .037
One-Sample Test
49
Test Value = 3
t
-4.902
df
149
Sig.
(2-tailed)
Mean
Differe
nce
95% Confidence
Interval of the
Difference
Lower Upper
Central .000 -.180 -.25 -.11
Inference:-
Here the test is performed at 95% significance level and the p-value
comes out as 0.00 which is lesser than 0.05, at the hypothesized mean
value 2 a 3 we get the same result, it means that the null hypothesis H0 is
rejected and alternative hypothesis is accepted and it can be said that
there is significant difference between calculated mean and hypothesized
mean. So, we can say that customers are satisfied but not feel completely
outstanding about the service of the Vadodara Central.
PANTALOONS
One Sample T-Test:
Null Hypothesis (HO): There is no significant difference between
calculated mean and hypothesized mean (2). In other words, we
hypothesize that the customers are satisfied with the service of
Pantaloons.
i.e. Ho : x = µ = 2
50
Alternative Hypothesis (H1): There is significant difference between
calculated mean and hypothesized mean. In other words the customers
are not satisfied with the service of Pantaloons.
i.e. H1: x ≠ µ, i.e. H1: x ≠ 2
Statistical Test: one sample t-test is chosen because the measurement
of data is interval in nature.
Significance level: 0.05
T-Test
One-Sample Statistics
N MeanStd.
DeviationStd. Error
MeanPantaloons 150 2.69 .530 .043
One-Sample Test
51
Test Value = 2
t
16.014
df
149
Sig.
(2-tailed)
Mean
Differe
nce
95% Confidence
Interval of the
Difference
Lower Upper
Pantaloons .000 .693 .61 .78
TEST VALUE AT 3
Null Hypothesis (HO): There is no significant difference between
calculated mean and hypothesized mean (3). In other words, we
hypothesize that the customer’s feels outstanding about the service of
the Pantaloons.
Alternative Hypothesis (H1): There is significant difference between
calculated mean (0.00) and hypothesized mean (3.00). In other words
the customers are not feeling outstanding for the service of Pantaloons
One-Sample Test
T-Test
One-Sample Statistics
N Mean Std. DeviationStd. Error
MeanPantaloons 150 2.69 .530 .043
52
One-Sample Test
Test Value = 3
t
-7.083
df
149
Sig.
(2-tailed)
Mean
Differe
nce
95% Confidence
Interval of the
Difference
Lower Upper
Pantaloons .000 -.307 -.39 -.22
Inference:-
Here the test is performed at 95% significance level and the p-value
comes out as 0.00 which is lesser than 0.05, at the hypothesized mean
value 2 and 3 we get the same result, it means that the null hypothesis
H0 is rejected and alternative hypothesis is accepted and it can be said
that there is significant difference between calculated mean and
hypothesized mean. So, we can say that customers are satisfied but not
feel completely outstanding about the service of the Pantaloons.
PLANET FASHION
One Sample T-Test:
Null Hypothesis (HO): There is no significant difference between
calculated mean and hypothesized mean (2). In other words, we
hypothesize that the customers are satisfied with the service of the Planet
53
fashion.
i.e. Ho : x = µ = 2
Alternative Hypothesis (H1): There is significant difference between
calculated mean and hypothesized mean. In other words the customers
are not satisfied with the Planet fashion.
i.e. H1: x ≠ µ, i.e. H1: x ≠ 2
Statistical Test: one sample t-test is chosen because the measurement
of data is interval in nature.
Significance level: 0.05
T-Test
One-Sample Statistics
N Mean Std. Deviation Std. Error MeanPlanet fashion 150 2.22 .554 .045
54
One-Sample Test
Test Value = 2
t
4.863
df
149
Sig.
(2-tailed)
Mean
Differe
nce
95% Confidence
Interval of the
Difference
Lower Upper
Planet fashion .000 .220 .13 .31
TEST VALUE AT 3
Null Hypothesis (HO): There is no significant difference between
calculated mean and hypothesized mean (3). In other words, we
hypothesize that the customers are satisfied with the service of the Planet
fashion.
Alternative Hypothesis (H1): There is significant difference between
calculated mean and hypothesized mean. In other words the customers
are not satisfied with the Planet fashion.
T-Test
One-Sample Statistics
N Mean Std. Deviation Std. Error MeanPlanet fashion 150 2.22 .554 .045
One Sample Statistics
55
Test Value = 3
t
17.24
2
df
149
Sig.
(2-tailed)
Mean
Differe
nce
95% Confidence
Interval of the
Difference
Lower Upper
Planet fashion .000 -.780 -.87 -.69
Inference:-
Here the test is performed at 95% significance level and the p-value
comes out as 0.00 which is lesser than 0.05, at the hypothesized mean
value 2 and 3 we get same result, it means that the null hypothesis H0 is
rejected and alternative hypothesis is accepted and it can be said that
there is significant difference between calculated mean and hypothesized
mean. So, we can say that customers are satisfied but not feel completely
outstanding about the service of the Planet fashion.
JADEBLUE
One Sample T-Test:
Null Hypothesis (HO): There is no significant difference between
calculated mean and hypothesized mean (2). In other words, we
hypothesize that the customers are satisfied with the service of the Jade
blue.
56
i.e. Ho : x = µ = 2
Alternative Hypothesis (H1): There is significant difference between
calculated mean and hypothesized mean. In other words the customers
are not satisfied with the service of the Jade blue.
i.e. H1: x ≠ µ, i.e. H1: x ≠ 2
Statistical Test: one sample t-test is chosen because the measurement
of data is interval in nature.
Significance level: 0.05
T-Test
One-Sample Statistics
N Mean Std. Deviation Std. Error MeanJade blue 150 1.94 .626 .051
One-Sample Test
57
Test Value = 2
t
-1.173
df
149
Sig.
(2-tailed)
Mean
Differe
nce
95% Confidence
Interval of the
Difference
Lower Upper
Jade blue .243 -.060 -.16 .04
TEST VALUE AT 1
Null Hypothesis (HO): There is no significant difference between
calculated mean and hypothesized mean (1). In other words, we
hypothesize that the customers are feel poor about the service of the Jade
blue.
Alternative Hypothesis (H1): There is significant difference between
calculated mean (0.00) and hypothesized mean (1.00). In other words
the customers are not feeling service is poor for Jade blue.
One-Sample Test
One-Sample Statistics
N Mean Std. Deviation Std. Error MeanJade blue 150 1.94 .626 .051
58
One-Sample Test
Test Value = 1
t
18.380
df
149
Sig.
(2-tailed)
Mean
Differe
nce
95% Confidence
Interval of the
Difference
Lower Upper
Jade blue .000 .940 .84 1.04
Inference:-
Here the test is performed at 95% significance level and the p-value
comes out as 0.00 which is lesser than 0.05, at the hypothesized mean
value 2 and 3 we get the same result, it means that the null hypothesis
H0 is rejected and alternative hypothesis is accepted and it can be said
that there is significant difference between calculated mean and
hypothesized mean. So, we can say that some customers feels that
service of Jade blue is satisfying but there are also some feels that service
of the Jade blue is poor.
SUBHIKSHA
One Sample T-Test:
Null Hypothesis (HO): There is no significant difference between
59
calculated mean and hypothesized mean (2). In other words, we
hypothesize that the customers are satisfied with the service of the
Subhiksha.
i.e. Ho : x = µ = 2
Alternative Hypothesis (H1): There is significant difference between
calculated mean and hypothesized mean. In other words the customers
are not satisfied the Subhiksha.
i.e. H1: x ≠ µ, i.e. H1: x ≠ 2
Statistical Test: one sample t-test is chosen because the measurement
of data is interval in nature.
Significance level: 0.05
T-Test
One-Sample Statistics
N Mean Std. Deviation Std. Error MeanSubiksha 150 1.72 .646 .053
60
One-Sample Test
Test Value = 2
t
-5.306
df
149
Sig.
(2-tailed)
Mean
Differe
nce
95% Confidence
Interval of the
Difference
Lower Upper
Subiksha .000 -.280 -.38 -.18
TEST VALUE AT 1
Null Hypothesis (HO): There is no significant difference between
calculated mean and hypothesized mean (1). In other words, we
hypothesize that the customers are feel poor about the service of
Subhiksha.
Alternative Hypothesis (H1): There is significant difference between
calculated mean (0.00) and hypothesized mean (3.00). In other words
the customers are not feeling poor for the service of Subhiksha.
One-Sample Statistics
N Mean Std. Deviation Std. Error MeanSubiksha 150 1.72 .646 .053
61
One-Sample Test
Test Value = 1
t
13.644
df
149
Sig.
(2-tailed)
Mean
Differe
nce
95% Confidence
Interval of the
Difference
Lower Upper
Subiksha .000 .720 .62 .82
Inference:-
Here the test is performed at 95% significance level and the p-value
comes out as 0.00 which is lesser than 0.05, at the hypothesized mean
value 2 and 3 we get the same result, it means that the null hypothesis
H0 is rejected and alternative hypothesis is accepted and it can be said
that there is significant difference between calculated mean and
hypothesized mean. So, we can say that some customers feel that service
of Subhiksha is satisfying but there are also some feels that service of the
Subhiksha is poor.
The experience of the people during the visit at
Vadodara Central.
PARKING FACILITY OF THE MALL
62
One Sample T-Test:
Null Hypothesis (HO): There is no significant difference between
calculated mean and hypothesized mean (2). In other words, we
hypothesize that the customers are satisfied with the Parking facility of
the mall.
i.e. Ho : x = µ = 2
Alternative Hypothesis (H1): There is significant difference between
calculated mean and hypothesized mean. In other words the customers
are not satisfied with the Parking facility of the mall.
i.e. H1: x ≠ µ, i.e. H1: x ≠ 2
Statistical Test: one sample t-test is chosen because the measurement
of data is interval in nature.
Significance level: 0.05
T-Test
One-Sample Statistics
63
N Mean Std. Deviation Std. Error MeanParking in the mall 150 2.45 .661 .054
One-Sample Test
Test Value = 2
t
8.278
df
149
Sig.
(2-
tailed)
Mean
Differen
ce
95% Confidence
Interval of the
Difference
Lower Upper
Parking in the mall .000 .447 .34 .55
TEST VALUE AT 3
Null Hypothesis (HO): There is no significant difference between
calculated mean and hypothesized mean (3). In other words, we
hypothesize that the customers are feel good about the Parking facility of
the mall.
Alternative Hypothesis (H1): There is significant difference between
calculated mean (0.00) and hypothesized mean (3.00). In other words
the customers are not fell good about the Parking facility of the mall.
One-Sample Test T-Test
64
One-Sample Statistics
N MeanStd.
DeviationStd. Error
MeanParking in the mall 150 2.45 .661 .054
One-Sample Test
Test Value = 3
t
10.225
df
149
Sig.
(2-
tailed)
Mean
Differen
ce
95% Confidence
Interval of the
Difference
Lower Upper
Parking in the mall .000 -.553 -.66 -.45
Inference:-
Here the test is performed at 95% significance level and the p-value
comes out as 0.00 which is lesser than 0.05, at the hypothesized mean
value 2 and 3 we get he same result, it means that the null hypothesis H0
is rejected and alternative hypothesis is accepted and it can be said that
there is significant difference between calculated mean and hypothesized
mean. So, we can say that customers are satisfied but not feel
outstanding about the Parking facility provided by the Vadodara Central.
AMBIENCE OF THE MALL
65
One Sample T-Test:
Null Hypothesis (HO): There is no significant difference between
calculated mean and hypothesized mean (2). In other words, we
hypothesize that the customers are satisfied with the Ambience of the
mall.
i.e. Ho : x = µ = 2
Alternative Hypothesis (H1): There is significant difference between
calculated mean and hypothesized mean. In other words the customers
are not satisfied with the Ambience of the mall.
i.e. H1: x ≠ µ, i.e. H1: x ≠ 2
Statistical Test: one sample t-test is chosen because the measurement
of data is interval in nature.
Significance level: 0.05
T-Test
66
One-Sample Statistics
N MeanStd.
DeviationStd. Error
MeanAmbience of the mall 150 2.76 .459 .037
One-Sample Test
Test Value = 2
t
20.28
9
df
149
Sig.
(2-
tailed)
Mean
Differen
ce
95% Confidence
Interval of the
Difference
Lower Upper
Ambience of the
mall.000 .760 .69 .83
TEST VALUE AT 3
Null Hypothesis (HO): There is no significant difference between
calculated mean and hypothesized mean (3). In other words, we
hypothesize that the customers are feel good about the Ambience of the
mall.
Alternative Hypothesis (H1): There is significant difference between
calculated mean (0.00) and hypothesized mean (3.00). In other words
the customers are not fell good about the Ambience of the mall.
67
One-Sample Test One-Sample Statistics
N MeanStd.
DeviationStd. Error
MeanAmbience of the mall 150 2.76 .459 .037
One-Sample Test
Test Value = 3
t
-
6.407
df
149
Sig.
(2-
tailed)
Mean
Differen
ce
95% Confidence
Interval of the
Difference
Lower Upper
Ambience of the
mall .000 -.240 -.31 -.17
Inference:-
Here the test is performed at 95% significance level and the p-value
comes out as 0.00 which is lesser than 0.05, at the hypothesized mean
value 2 and 3 we get the same result, it means that the null hypothesis
H0 is rejected and alternative hypothesis is accepted and it can be said
that there is significant difference between calculated mean and
hypothesized mean. So, we can say that customers are satisfied but not
feel outstanding about Ambience of the mall.
68
LIGHTING IN THE MALL
One Sample T-Test:
Null Hypothesis (HO): There is no significant difference between
calculated mean and hypothesized mean (2). In other words, we
hypothesize that the customers are satisfied with the Lighting in the mall.
I.e. Ho: x = µ = 2
Alternative Hypothesis (H1): There is significant difference between
calculated mean and hypothesized mean. In other words the customers
are not satisfied with the Lighting in the mall.
i.e. H1: x ≠ µ, i.e. H1: x ≠ 2
Statistical Test: one sample t-test is chosen because the measurement
of data is interval in nature.
Significance level: 0.05
69
T-Test
One-Sample Statistics
N Mean Std. Deviation Std. Error Mean Lighting in the mall 150 2.86 .385 .031
One-Sample Test
Test Value = 2
t
27.37
4
df
149
Sig.
(2-
tailed)
Mean
Differen
ce
95% Confidence
Interval of the
Difference
Lower Upper
Lighting in the mall .000 .860 .80 .92
TEST VALUE AT 3
Null Hypothesis (HO): There is no significant difference between
calculated mean and hypothesized mean (3). In other words, we
hypothesize that the customers are feel good about the Lighting in the
mall.
Alternative Hypothesis (H1): There is significant difference between
calculated mean (0.00) and hypothesized mean (3.00). In other words
the customers are not fell good about the Lighting in the mall.
70
One-Sample TestT-Test
One-Sample Statistics
N MeanStd.
DeviationStd. Error
MeanLighting in the mall 150 2.86 .385 .031
One-Sample Test
Test Value = 3
t
-4.456
df
149
Sig.
(2-
tailed)
Mean
Differen
ce
95% Confidence
Interval of the
Difference
Lower Upper
Lighting in the mall .000 -.140 -.20 -.08
Inference:-
Here the test is performed at 95% significance level and the p-value
comes out as 0.00 which is lesser than 0.05, at the hypothesized mean
value 2 and 3 we get the same result, it means that the null hypothesis
H0 is rejected and alternative hypothesis is accepted and it can be said
that there is significant difference between calculated mean and
hypothesized mean. So, we can say that customers are satisfied but not
feel outstanding about the Lighting in the mall.
71
MUSIC IN THE MALL
One Sample T-Test:
Null Hypothesis (HO): There is no significant difference between
calculated mean and hypothesized mean (2). In other words, we
hypothesize that the customers are satisfied with the Music which was
played in the mall.
i.e. Ho : x = µ = 2
Alternative Hypothesis (H1): There is significant difference between
calculated mean and hypothesized mean. In other words the customers
are not satisfied with the Music which was played in the mall.
i.e. H1: x ≠ µ, i.e. H1: x ≠ 2
Statistical Test: one sample t-test is chosen because the measurement
of data is interval in nature.
Significance level: 0.05
72
T-Test
One-Sample Statistics
N MeanStd.
DeviationStd. Error
MeanMusic in the mall 150 2.51 .621 .051
One-Sample Test
Test Value = 2
t
9.990
df
149
Sig.
(2-
tailed)
Mean
Differen
ce
95% Confidence
Interval of the
Difference
Lower Upper
Music in the mall .000 .507 .41 .61
TEST VALUE AT 3
Null Hypothesis (HO): There is no significant difference between
calculated mean and hypothesized mean (3). In other words, we
hypothesize that the customers are feel good about the Music which was
played in the mall.
Alternative Hypothesis (H1): There is significant difference between
calculated mean (0.00) and hypothesized mean (3.00). In other words
the customers are not fell good about the Music which was played in the
mall.
73
One-Sample Test
T-Test
One-Sample Statistics
N MeanStd.
DeviationStd. Error
MeanMusic in the mall 150 2.51 .621 .051
One-Sample Test
Test Value = 3
t
-9.727
df
149
Sig.
(2-
tailed)
Mean
Differen
ce
95% Confidence
Interval of the
Difference
Lower Upper
Music in the mall .000 -.493 -.59 -.39
Inference:-
Here the test is performed at 95% significance level and the p-value
comes out as 0.00 which is lesser than 0.05, at the hypothesized mean
value 2 and 3 we get the same result, it means that the null hypothesis
H0 is rejected and alternative hypothesis is accepted and it can be said
that there is significant difference between calculated mean and
hypothesized mean. So, we can say that customers are satisfied but not
feel outstanding about the Music which was played in the mall.
74
MOVEMENT INSIDE THE MALL
One Sample T-Test:
Null Hypothesis (HO): There is no significant difference between
calculated mean and hypothesized mean (2). In other words, we
hypothesize that the customers are satisfied with the Movement inside
the mall.
i.e. Ho : x = µ = 2
Alternative Hypothesis (H1): There is significant difference between
calculated mean and hypothesized mean. In other words the customers
are not satisfied with the Movement inside the mall.
i.e. H1: x ≠ µ, i.e. H1: x ≠ 2
Statistical Test: one sample t-test is chosen because the measurement
of data is interval in nature.
Significance level: 0.05
75
T-Test
One-Sample Statistics
N MeanStd.
DeviationStd. Error
MeanMovement inside the
mall150 2.63 .536 .044
One-Sample Test
Test Value = 2
t
14.467
df
149
Sig.
(2-
tailed)
Mean
Differen
ce
95% Confidence
Interval of the
Difference
Lower Upper
Movement inside
the mall .000 .633 .55 .72
TEST VALUE AT 3
Null Hypothesis (HO): There is no significant difference between
calculated mean and hypothesized mean (3). In other words, we
hypothesize that the customers are feel good about the Movement inside
the mall.
76
Alternative Hypothesis (H1): There is significant difference between
calculated mean (0.00) and hypothesized mean (3.00). In other words
the customers are not fell good about the Movement inside the mall.
One-Sample Test T-Test
One-Sample Statistics
N MeanStd.
DeviationStd. Error
MeanMovement inside the mall
150 2.63 .536 .044
One-Sample Test
Test Value = 3
t
-8.376
df
149
Sig.
(2-
tailed)
Mean
Differen
ce
95% Confidence
Interval of the
Difference
Lower Upper
Movement inside
the mall .000 -.367 -.45 -.28
Inference:-
Here the test is performed at 95% significance level and the p-value
comes out as 0.00 which is lesser than 0.05, at the hypothesized mean
value 2 and 3 we get the same result it, means that null hypothesis H0 is
rejected and alternative hypothesis is accepted and it can be said that
77
there is significant difference between calculated mean and hypothesized
mean. So, we can say that customers are satisfied but not feel
outstanding about the Movement inside the mall.
The people preferred to do shopping again at Vadodara Central.
Shopping again at Central
Frequency PercentValid
PercentCumulative
PercentNever Come 5 3.3 3.3 3.3
May be 37 24.7 24.7 28.0Certainly 108 72.0 72.0 100.0
Total 150 100.0 100.0
Inference:- We can see that from the above table that out of 150 respondents 3.3% people will not like to shop again at VadoraCentral, 24.7% people say that they may be come again to do shopping at Vadodara Central and 72,0% people will say that they will certainly come for shop again at Vadodara Central.
So, we can say that and only few people will not decide or not come for purchase at Vadodara Central and most of the people like the V.C. for shopping and they are ready to come again for shop at Vadora Central.
78
DEMOGRAPHIC DETAILS
Age Gender Marital status Occupation IncomeValid 150 150 150 150 150
Missing 0 0 0 0 0
Age
Frequency PercentValid
PercentCumulative
PercentBelow 20 years 29 19.3 19.3 19.3
20 to 25 years 71 47.3 47.3 66.7 26 to 30 years 31 20.7 20.7 87.3 31 to 40 years 9 6.0 6.0 93.3 41 to 50 years 3 2.0 2.0 95.3 50 years above 7 4.7 4.7 100.0 Total 150 100.0 100.0
Inference:- We can see that from the above table that out of 150 respondent 68% people are from 20 to 30 years or 31 to 40 years age group and only 32% people belongs to other age groups.
So, we can say that most people from age 20 to 30 years are come at Vadodara Central than other age group people for doing the shopping and for other activities.
Gender
Frequency Percent Valid PercentCumulative
PercentMale 114 76.0 76.0 76.0
Female 36 24.0 24.0 100.0
79
Total 150 100.0 100.0
Inference:- We can see that from the above table that out of 150 respondent 76% people who visited the Vadodara Central are Male and 24% people are of Female gender.
Marital status
Frequenc
y PercentValid
Percent Cumulative PercentMarried 63 42.0 42.0 42.0
Unmarried 87 58.0 58.0 100.0 Total 150 100.0 100.0
Inference:- We can see that from the above table that out of 150 respondent 42% people are married and 58% people are unmarried.
Occupation
Frequenc
y PercentValid
PercentCumulative
PercentStudent 51 34.0 34.0 34.0
Professional 22 14.7 14.7 48.7 Business person 27 18.0 18.0 66.7 Retired 3 2.0 2.0 68.7 Govt service 6 4.0 4.0 72.7 Self employed 7 4.7 4.7 77.3 Service 30 20.0 20.0 97.3 Housewives 4 2.7 2.7 100.0 Total 150 100.0 100.0
Inference:- We can see that from the above table that out of 150 respondent 54%
80
people are belongs from Student and Service class group and 32.7% people are belongs from the Professional and business group . So, we can say that Vadodara Central is most preferred place for shopping and other facility for young.
Income
Frequency PercentValid
PercentCumulative
PercentLess than 5000 31 20.7 20.7 20.7
From 5001 to 10000
21 14.0 14.0 34.7
From 10001 to 20000
31 20.7 20.7 55.3
From 20001 to 30000
16 10.7 10.7 66.0
From 30001 to 40000
7 4.7 4.7 70.7
From 40001 to 50000
4 2.7 2.7 73.3
More than 50000 10 6.7 6.7 80.0 Can not disclose
30 20.0 20.0 100.0
Total 150 100.0 100.0
Inference:- We can see that from the above table that out of 150 respondent 20.7% people are belongs to the less than 5000 income group and same number of people are belongs to the 10001 to 20001 income group, 20% people are not interested in disclose there income. So, we can say that high class income group people prefer Vadodara Central for the shopping and Vadodra Central is also preferred place for the middle income age group.
81
CorrelationCorrelation between Purchase and satisfaction from service of staff of Central.
Satisfaction level for…. Satisfy
COURTEOUS Pearson Correlation .084
FRIENDLY Pearson Correlation .023
WELL GROOMED Pearson Correlation .058
KNOWLEDGEABLE Pearson Correlation -.078
There is Positive correlation between Purchases and Courteous, Friendly, Well groomed and there is Negative correlation between Purchase and Knowledgeable level.
82
Cross Tabulation Between Purchase and Staff of Central
Purchase * CourteousCrosstab
CourteousDisagree Neutral Agree Total
Purchase Yes % within purchase 6.5% 15.2% 78.3% 100.0%No % within purchase 3.4% 12.1% 84.5% 100.0%
Total % within purchase 5.3% 14.0% 80.7% 100.0%
Inference:-From above table we can say that 80.7% of people agree that staff of Central is courteous to them.
Directional Measures
Nominal by Interval Value
Eta Purchase Dependent .084Courtesy Dependent .084
This measure of the strength of association between two
categorical variables. A value .084 represent a weak association
between Purchase and courtesy from the staff of Central i.e. only
8.4% association between Purchase and courtesy from the staff of
Central.
83
Purchase * Friendly
CrosstabFriendly
Disagree Neutral Agree TotalPurchase Yes % within purchase 2.2% 18.5% 79.3% 100.0%
No % within purchase 1.7% 17.2% 81.0% 100.0%Total % within purchase 2.0% 18.0% 80.0% 100.0%
Inference:-From above table we can say that 80.0% of people agree that staff of Central is friendly to them.
Directional Measures
Nominal by Interval Value
Eta Purchase Dependent .023Friendly Dependent .023
This measure of the strength of association between two
categorical variables. A value .023 represent a weak association
between Purchase and friendliness from the staff of Central i.e. only
2.3% association between Purchase and friendliness from the staff
of Central .
84
Purchase * Well groomed
CrosstabWell groomed
Disagree Neutral Agree TotalPurchase Yes % within purchase 3.3% 29.3% 67.4% 100.0%
No % within purchase 5.2% 19.0% 75.9% 100.0%Total % within purchase 4.0% 25.3% 70.7% 100.0%
Inference:-From above table we can say that 70.7% of people agree that staff of Central is well groomed.
Directional Measures
Nominal by Interval Value
EtaPurchase Dependent .121Well groomed Dependent
.058
This measure of the strength of association between two
categorical variables. A value .058 represent a weak association
between Purchase and well groomed staff of Central i.e. only 5.8%
association between Purchase and groomed staff of Central.
85
Purchase * Knowledgeable
CrosstabKnowledgeable
Disagree Neutral Agree TotalPurchase Yes % within purchase 8.7% 23.9% 67.4% 100.0%
No % within purchase 8.6% 34.5% 56.9% 100.0%Total % within purchase 8.7% 28.0% 63.3% 100.0%
Inference:-From above table we can say that 63.3% of people agree that staff of Central is knowledgeable.
Directional Measures
Nominal by Interval Value
Eta Purchase Dependent .117Knowledge Dependent .078
This measure of the strength of association between two
categorical variables. A value .078 represent a weak association
between Purchase and knowledge of staff of Central i.e. only 7.8%
association between Purchase and knowledge of staff of Central.
86
CorrelationCorrelation between Satisfaction level and Age, Gender, Status,
Occupation, Income and visit at Central.
Satisfaction level for…. Satisfy
AGE Pearson Correlation .041
GENDER Pearson Correlation -.157
MARITAL STATUS Pearson Correlation -.101
OCCUPATION Pearson Correlation .058
INCOME Pearson Correlation .196
VISIT Pearson Correlation .104
There is Positive correlation between Age and Satisfaction, Occupation and Satisfaction, Income and Satisfaction, Visit at Central and Satisfaction and there is Negative correlation between Gender and Satisfaction level, marital status and Satisfaction level.
87
Cross Tabulation Between Age and Preference for purchase or not.
Age groups
Purchase
TotalYes No
Below 20 years % within Age 48.3% 51.7% 100.0%
20 to 25 years % within Age 64.8% 35.2% 100.0%
25 to 30 years % within Age 71.0% 29.0% 100.0%
31 to 40 years % within Age 44.4% 55.6% 100.0%
41 to 50 years % within Age 100.0% 0% 100.0%
50 years and above % within Age 42.9% 57.1% 100.0%
Total % within Age 61.3% 38.7% 100.0%
Inference:-From above table we can say that 61.3% of people are purchase from Vadodara Central during there visit and in these majority of people are from age group of 2o to 30 years of age group. So we can say that the Central should concentrate on these young age group people.
88
Cross Tabulation Between Age and Reason for not purchase
Age groups
Reason for not purchase
Total Purchase
Accompanied with some one
Spend some time
DineWindow shopping
Below 20 years
% within Age
48.3% 13.8% 6.9% 6.9% 24.1% 100.0%
20 to 25 years
% within Age
64.8% 2.8% 12.7% 8.5% 11.3% 100.0%
26 to 30 years
% within Age
71.0% 9.7% 6.5% 3.2% 9.7% 100.0%
31 to 40 years
% within Age
44.4% 0% 11.1% 0% 44.4% 100.0%
41 to 50 years
% within Age
100.0% 0% 0% 0% 0% 100.0%
50 years and above
% within Age
42.9% 14.3% 14.3% 28.6% 0% 100.0%
Total% within Age
61.3% 6.7% 10.0% 7.3% 14.7% 100.0%
89
Inference: - From above table we can say that major people who had not purchase come for window shopping and spend some time. So the central try make some thing to convert these people purchase from Central.
Directional Measures
Nominal by Interval Value
Eta Age Dependent .023Purchase Dependent .226
This measure of the strength of association between two categorical variables. A value .226 represent a weak association between Age and Purchase from Central i.e. only 22.6% association between Age and Purchase from Central.
90
Cross Tabulation Between Age and Service of Central Crosstab Central
Poor Satisfactory Outstanding TotalAge Below 20 years % within age 17.2% 82.8% 100.0%
20 to 25 years % within age 4.2% 15.5% 80.3% 100.0%26 to 30 years % within age 6.5% 93.5% 100.0%31 to 40 years % within age 11.1% 88.9% 100.0%41 to 50 years % within age 100.0% 100.0%50 years above % within age 14.3% 85.7% 100.0%
Total % within age 2.7% 12.7% 84.7% 100.0%
Inference:-From above table we can say that 84.7% of people from all the age group feel outstanding about Vadodara Central.
Directional Measures
Nominal by Interval Value
Eta Age Dependent .158Central Dependent .171
This measure of the strength of association between two
categorical variables. A value .171 represent a weak association
between Age and Satisfaction from Central i.e. only 17.1%
association between Age and Satisfaction from Central.
91
Chi-Square Test
Between Age and Service of Central
Ho: There is dependency between Age and Overall Satisfaction.
H1: There is no dependency between Age and Satisfaction level.
Value Df Asymp. Sig. (2-sided)
Pearson Chi-Square 9.832 10 .455
N of Valid Cases 150
Value of the Pearson Chi-Square is 9.832, it means there is no
dependency between Age and Satisfaction level. Sig. value is
greater than 0.05, so it means there is dependency between Age
and Satisfaction level of customers of Vadodara Central.
92
Cross Tabulation Between Gender and Service of Central
Crosstab Central
Poor
Satisfactory
Outstanding
Total
Gender Male % within gender 1.8% 10.5% 87.7% 100.0%Female % within gender 5.6% 19.4% 75.0% 100.0%
Total % within gender 2.7% 12.7% 84.7% 100.0%
Inference:-From above table we can say that 84.7% of people from both the gender (87.7% male and 75.0% female) feel outstanding about Vadodara Central.
Directional Measures
Nominal by Interval Value
Eta Gender Dependent .158Central Dependent .157
This measure of the strength of association between two categorical variables. A value .157 represent a weak association between Gender and Satisfaction from Central i.e. only 15.7% association between Gender and Satisfaction from Central.
93
Chi-Square Test
Between Gender and Service of Central
Ho: There is dependency between Gender and Overall Satisfaction.
H1: There is no dependency between Gender and Satisfaction level.
Value Df Asymp. Sig. (2-sided)
Pearson Chi-Square 3.723 2 .155
N of Valid Cases 150
Value of the Pearson Chi-Square is 3.723, it means there is very less dependency between Gender and Satisfaction level. Sig. value is greater than 0.05, so it means there is no dependency between Gender and Satisfaction level of customers of Vadodara Central.
94
Cross Tabulation Between Marital status and Service of Central Crosstab Central
Poor
Satisfactory
Outstanding
Total
Marital status
Married % with in marital status
1.6% 9.5% 88.9% 100.0%
Unmarried % with in marital status
3.4% 14.9% 81.6% 100.0%
Total % with in marital status
2.7% 12.7% 84.7% 100.0%
Inference:-From above table we can say that 84.7% of people (88.9% married and 81.6% unmarried) feel outstanding about Vadodara Central.
Directional Measures
Nominal by Interval Value
EtaMarital status Dependent
.102
Central Dependent .101
This measure of the strength of association between two
categorical variables. A value .101 represent a weak association
between Marital status and Satisfaction from Central i.e. only 10.1%
association between Marital status and Satisfaction from Central.
95
Chi-Square Test
Between Marital status and Service of Central
Ho: There is dependency between Marital and Overall Satisfaction.
H1: There is no dependency between Marital and Satisfaction level.
Value Df Asymp. Sig. (2-sided)
Pearson Chi-Square 1.55 2 .461
N of Valid Cases 150
Value of the Pearson Chi-Square is 1.55, it means there is very less dependency between Marital and Satisfaction level. Sig. value is greater than 0.05, so it means there is no dependency between Marital and Satisfaction level of customers of Vadodara Central.
96
Cross Tabulation Between Occupation and Service of Central Crosstab Central
Poor Satisfactory
Outstanding
Total
Occupation Student % within occupation
2.0% 17.6% 80.4% 100.0%
Professional % within occupation
4.5% 13.6% 81.8% 100.0%
Business person
% within occupation
11.1% 88.9% 100.0%
Retired % within occupation
100.0% 100.0%
Govt service % within occupation
100.0% 100.0%
Self employed
% within occupation
28.6% 14.3% 57.1% 100.0%
Service % within occupation
10.0% 90.0% 100.0%
House wives % within occupation
100.0% 100.0%
Total % within occupation
2.7% 12.7% 84.7% 100.0%
Inference:-From above table we can say that 84.7% of people from all Different occupation groups feel outstanding about Vadodara Central.
Directional Measures
Nominal by Interval Value
Eta Occupation Dependent .106Central Dependent .308
This measure of the strength of association between two
categorical variables. A value .308 represent a weak association between
97
Occupation and Satisfaction from Central i.e. only 30.8% association
between Occupation and Satisfaction from Central.
Chi-Square Test
Between Occupation and Service of Central
Ho: There is dependency between Occupation and Overall
Satisfaction.
H1: There is no dependency between Occupation and Satisfaction
level.
Value Df Asymp. Sig. (2-sided)
Pearson Chi-Square 24.04 14 .045
N of Valid Cases 150
Value of the Pearson Chi-Square is 24.04, it means there is
dependency between Occupation and Satisfaction level. Sig. value
is greater than 0.05, so it means there is dependency between
Occupation and Satisfaction level of customers of Vadodara Central.
98
Cross Tabulation Between Income and Service of Central Crosstab Central
Poor
Satisfactory
Outstanding
Total
Income Less than 5000 % with in income 9.7% 22.6% 67.7% 100.0%From 5001 to 10000
% with in income 19.0% 81.0% 100.0%
From 10001 to 20000
% with in income 12.9% 87.1% 100.0%
From 20001 to 30000
% with in income 6.3% 93.8% 100.0%
From 30001 to 40000
% with in income 100.0% 100.0%
From 40001 to 50000
% with in income 100.0% 100.0%
More than 50000 % with in income 10.0% 10.0% 80.0% 100.0%Can not Disclose % within income 6.7% 93.3% 100.0%
Total % with in income 2.7% 12.7% 84.7% 100.0%
Inference:-From above table we can say that 84.7% of people from all different income groups feel outstanding about Vadodara Central.
Directional Measures
Nominal by Interval Value
Eta Income Dependent .202Central Dependent .314
This measure of the strength of association between two
categorical variables. A value .314 represent a weak association
between Income and Satisfaction from Central i.e. only 31.4%
association between Income and Satisfaction from Central.
99
Chi-Square Test
Between Income and Service of Central
Ho: There is dependency between Income and Overall Satisfaction.
H1: There is no dependency between Income and Satisfaction level.
Value Df Asymp. Sig. (2-sided)
Pearson Chi-Square 18.39 14 .189
N of Valid Cases 150
Value of the Pearson Chi-Square is 18.39, it means there is dependency between Income and Satisfaction level. Sig. value is greater than 0.05, so it means there is dependency between Income and Satisfaction level of customers of Vadodara Central.
100
Cross Tabulation Between Visit and Service of Central Crosstab Central
Poor Satisfactory Outstanding TotalVisit Once % within visit 4.3% 21.7% 73.9% 100.0%
Twice % within visit 1.5% 13.4% 85.1% 100.0%Thrice % within visit 2.5% 12.5% 85.0% 100.0%More than that% within visit 5.0% 95.0% 100.0%
Total % within visit 2.7% 12.7% 84.7% 100.0%
Inference:-From above table we can say that 84.7% of people feel outstanding during there visit at Vadodara Central.
Directional Measures
Nominal by Interval Value
Eta Visit Dependent .161Central Dependent .129
This measure of the strength of association between two
categorical variables. A value .129 represent a weak association between
Visit and Satisfaction from Central i.e. only 12.9% association between
Visit and Satisfaction from Central.
101
Chi-Square Test
Between Visit and Service of Central
Ho: There is dependency between Visit and Overall Satisfaction.
H1: There is no dependency between Visit and Satisfaction level.
Value Df Asymp. Sig. (2-sided)
Pearson Chi-Square 5.631 6 .466
N of Valid Cases 150
Value of the Pearson Chi-Square is 5.631, it means there is
less dependency between Visit and Satisfaction level. Sig. value is
greater than 0.05, so it means there is no dependency between
Visit and Satisfaction level of customers of Vadodara Central.
102
FINDINGS
103
My major findings from my study are as follows
As my research was done on the customers of the Vadodara Central, Near Genda circle, Wadi Wadi, Baroda are agree on following statements.
1. The location of the mall was convenient and perfect for there home shopping requirements.
2. Offer and schemes are provided by the mall was good and satisfactory.
3. All products which are required to purchase for life style maintain are available.
4. The arrangements of all products & other physical facilities at the store are good and it makes the shopping convenient& comfortable.
5. There are wide ranges of products available at the mall as per the need of all age group people.
6. Most of the people (75%) agree that employees of the store are courteous, friendly, well groomed and give proper knowledgeable and handle the queries properly.
7. The space, ambience, lighting and cleanliness of the mall were very good.
8. Most of the people (70%) preferred to visit the mall twice and thrice in a month frequently.
9. Most of the people (64%) give first preference to Central than the other malls in the Vadodara city.
10. Westside will be second preference for the people of Vadodara for shopping (27.3%).
11. Most of the purchase done by the of 20 to 30 years age group, so
Central should concentrate on these young age group people.
104
CONCLUSION
105
4.0 CONCLUSION
1. Most of customers prefer visit Vadodara Central regularly preferable on Saturday and Sunday.
2. The variety, Quality and range of products are of best type.
3. Most of the people preferred to purchase from men wear, women wear and people come for central for enjoying the food court.
4. The customers are agree that staff of the Vadodara Central is having properly groomed, courteous and having Knowledgeable.
5. The variety merchandise and quality of product is good enough.
6. The major purchase done by the young age group people.
106
RECOMMENDATIONS
5.0 RECOMENDATION
107
From the findings, the following recommendations are being made to
Vadodara Central to get optimum benefit by knowing the customer
satisfaction level from the customer of Vadodara city.
1. There should be lack of sitting place, there should facility so the
Customers can sit for some time and spend some time more on
Purchasing of product.
2. Vadodara Central enjoys the first preference in the mind of people
of Vadodara and to sustain this position in future the company
has to do proper advertisements and maintain good relation
with customers.
3. Some more products which are required to purchase for life style
maintain is to be available.
4. There should be proper system for the security of the mall so; the
customers will not face uneven problems.
5. Most of the purchase done by the of 20 to 30 years age group, so Central should concentrate on these young age group people.
108
BIBLIOGRAPHY
109
6.0 BIBLIOGRAPHY
1) Donald R Cooper & Pamela S Schindler Business Research Methods
Eighth Edition (2003), Tata McGraw-Hill, New York.
Marketing Research [TATA McGraw-HILL EDITION]
By G.C. Berry.
Marketing Management [ ] By Philip Kotler & Kevin Lane Kaller
Consumer Behavior [PEARSON EDUCATION] By Leon G Schiffman & Leslie Lazar Kanuk
Www. Pantaloons.com
110
APPENDIX
111
QUESTIONNAIRE ON CUSTOMER
SATISFACTION OF PEOPLE OF VADODARA AT VADODARA CENTRAL.
INSTRUCTIONS:
1. Please give true and correct information.2. This data is collected and used for the research purpose and will be used by the
education institutes.3. Please tick (√) in the box as per asked.4. Give the explanation in brief were asked.5. The answers/information given by you will be kept secret and will not disclose under
any circumstances to any one.
QUESTIONS:
1. Which of the following malls you visit frequently in Vadodara?Give rank on (1 to 5) rating scale on basis of preference.
CENTRAL WESTSIDE PANTALOONS
PLANET FASHION OTHERS___________
2. Did you purchase anything today during your visit at central?
YES NO
If yes then go to question no.4
3. Could you please share a reason why have you not made any purchase? I accompanied someone during this visit
I come to spend some time
I came to dine
I came to do Window shopping
112
4. Please specify from which section you have purchased? (You can mark more than one).
MENS WEAR WOMANS WEAR KIDS WEAR
FOOTWEARS SPORTSWEARS FOOD COURT
COSMETICS & JEWELERY & BOOKS & ASSESORIES WATCHES MUSIC
TOYS ELECTRONICS & MOBILE APPLIANCES PHONES
5. Please rate the staff of our mall by tick mark the box. Disagree Neutral Agree
COURTEOUS
FRIENDLY WELL GROOMED
KNOWLEDGEABLE
6. Please tick mark in the following which best suites them?
PARTICULARS OUTSTADING SATISFACTORY POOR
How did you find our variety, quality and range of products?What do you think of our prices?Were you comfortable navigating in the mall?How do you find our cleanliness of the store?
113
7. How many times in a month did you visit the Central?
ONCE
TWICE
THRICE
MORE THAN THAT
8. What did you think of the services that are provided in following malls?
MALLS OUTSTANDING SATISFACTORY POOR
WESTSIDECENTRALPANTALOONPLANET FASHIONJADE BLUESUBHIKSHA
9. Please tell about your experience during the visit to central.
PARTICULARS POOR NEUTRAL GOODParkingAmbience of the mallLighting in the mall Music in the mallMovement inside the mall
10. Will you shop again at Central?
CERTAINLY
MAY BE
NOT VERY LIKELY
11. Any valuable suggestions or recommendations:
114
12. Personal Details:
Name: ______________________
Email ID: ____________________
Phone No: ____________________
Please select your age group:
Below 20 years 20 to 25 years 26 to 30 years 31 to 40 years
41 to 50 years 50 years above
Select your gender
MALE FEMALE
Marital status: Married Unmarried
Please choose your present occupation.
STUDENT PROFEESIONAL BUSINESS PERSON
RETIRED GOVT SERVICE SELF EMPLOYED
SERVICE HOUSEWIVES OTHERS
In which income group you belongs Income (monthly):
Less then 5000 From 5001 to 10000
From 10001 to 20000 From 20001 to 30000
From 30001 to 40000 From 40001 to 50000
More than 50000 Can not disclose
115
THANK YOU
116