Project Report Shopper Stop

8/18/2019 Project Report Shopper Stop

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“M.S.P MANDALS”

DEOGIRI COLLEGE

AURANGABAD

PROJECT REPORT ON

“To study the custome !ece!t"o# o$ the %"st

C"t"&e# C"t"'(#) Ced"t C(d”

%o Sho!!es Sto! Ltd

SUBMITTED B*+

MR. SAURAB, -ILAS ,ANDEL/AL

MR PRABJ*OT SING, SU,B,IR SING, ,ANNA

MISS. PALA DE-EN ASLI/AL

GUIDED B* PRINCIPALSNE,A S,RI/ASTA-A MAJOR JAD,A- SIR

2014-15

SUBMITED TO

D. BABASA,EB AMBEDAR MARAT,/ADA UNI-ERSIT*0

AURANGABAD.


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INDE1

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Ch(!te

No.Ch(!te N(me P(3e No.

1 Introduction 3

2 Industry Profile 5

3 Company Profile 8

4 Product Profile 10

5 Obecti!e of "tudy 12

# $esearc% &et%odology 14

'i( Primary )ata 15

'ii( "econdary )ata 15

'iii( "ampling 15

'i!( "cope of t%e study 1#

'!( *imitations of t%e study 18

+ ,%eoretical ac.ground of t%e study 20

8 )ata /nalysis and Interpretation 23

indings 45

10 $ecommendations 48

11 Conclusion 51

12 ibliograp%y 53

/nneure 55


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INTRODUCTION

$etailing consists of all t%e acti!ities in!ol!ed in selling goods and ser!ices to

consumers for t%eir personal family or %ouse%old use It co!ers sales of goods ranging from

automobiles to apparel and food products and ser!ices ranging from %air cutting to air tra!el

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I,$O)6C,IO


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and computer education "ales of goods to intermediaries 7%o resell or sales to

manufacturers are not considered a $etail /cti!ity

In an era of globaliation liberaliation and intense competition to gi!e a

distinct identification to t%eir brands companies %a!e to in!est %uge amount t%at can be

significantly reduced by effecti!e utiliation of Co-branding Co-randing is done 7%en t7o

or more 7ell-.no7n brands are combined in an offer It is defined as t7o or more companies

going for strategic alliance in mar.eting an offer to t%e target audience

9no7ledge attains maturity and perfection t%roug% application in practical field

/pplication of &anagement Principles in all branc%es 7%et%er product personnel finance

mar.eting etc result is more efficient and effecti!e utiliation of a!ailable resources

,%is report %as been compiled firstly in partial fulfillment of t%e re:uirement for

&/ secondary to s%are t%e practical .no7ledge and eperience gained as result of

continued association 7it% company;s mar.eting branc% ,%e detail mentioned in t%ese report

are based on real situation

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I#dusty Po$"4e

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I)6",$< P$OI*=


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$etailing is defined as t%e conclusi!e set of acti!ities or steps used to sell a product

or ser!ice to consumers for t%eir personal or family use It;s responsible for matc%ing

indi!idual demands of t%e consumers 7it% supplies of all t%e manufacturers

In India t%e retail sector is t%e second largest employer after agriculture ,%e retailing sector

in India is %ig%ly fragmented and consists predominantly of small independent and o7ner-

managed s%ops ,%ere are some 12 million retail outlets in India ,%e retail trade in India in

2001 7as 7ort% $s 11228+ billion and it is epected to reac%

$s10#3 billion by 2012 ,%e proportion of sales t%roug% organied retailing is estimated

to increase to around #> by 2012

O3(#"&ed Ret("4"#3 "# South As"(# Cou#t"es

Type Of Retailing Organized Retailing Unorganized Retailing

M(4(ys"( 50> 567

Th("4(#d 40> 867

Ph"4"!!"#es 35> 857

I#do#es"( 25> 957South oe( 15> :57

Ch"#( 20> :67

I#d"( ;7


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• ,%ere is increase in t%e Purc%asing Po7er a!ailable 7it% t%e people

• of t%e Indian Pop os under

t%e age of 20-30

• C%anging demograp%ics and industry structure

• =panding computer tec%nology

• =mp%asis on lo7er costs and prices

• =mp%asis on con!enience and ser!ice

• ocus on producti!ity

• /dded eperimentation

$etail industry pro!ides immense opportunities to entrepreneurs and 7or.force as

salespeople and cler.s t%e industry also %as opportunities for people interested in

determining 7%at goods 7ill be sold getting t%ese goods to t%e rig%t time and managing t%e

operations finances and administration of retail companies

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COMPAN* PRO%ILE


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Com!(#y Po$"4e

"%oppers "top- a c%ain of $etail "tores in India o7ned by t%e 9$a%ea Corp 7as

started in 11 for its first store in /nd%eri &umbai Currently it operates its stores in

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angalore ?yderabad *uc.no7 @%aiabad Aaipur )el%i C%ennai &umbai '/nd%eri

Au%u &alad andra C%embur 9andi!ali and &ulund( Pune @urgaon and 9ol.ata

"%oppers "top *td %as redefined retail in India ta.ing it to t%e net le!el rom being

ust t%e sale of goods to consumers t%e company %as created a uni:ue aura around retail and

turned it into an eperience an indulgence

,oday "%oppers "top is a %ouse%old name .no7n for its s%opping eperience In its

endea!or to ma.e "%oppers "top a preferred family s%opping destination it %as come up 7it%

a *oyalty Program in t%e form of irst Citien Program &embers%ip ,%e &ember of t%is

*oyalty Program is entitled for t%e eclusi!e pri!ileges suc% as product pre!ie7s priority

billing and ot%er special benefits ,%e members of t%e irst Citien Program are di!ided into

t%ree typesB-

1 Classic &oments

2 "il!er =dge

3 @olden @lo7

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PRODUCT PRO%ILE


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Poduct Po$"4e

The %"st C"t"&e# C"t"'(#) Ced"t C(d

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,%e irst Citien program of "%oppers "top ma.es t%e s%opping at "%oppers "top more

re7arding for its customers it indeed offers t%e ultimate s%opping eperience It;s a program

t%at gi!es re7ard points e!ery time of s%opping also gi!es eclusi!e offers and also .eeps

you updated 7it% t%e latest products sc%emes and offers It also pro!ides t%e facility of

eclusi!e billing counters 7%ic% allo7s you to s%op more and not spend more time in 7aiting

in t%e line /s a irst Citien &ember t%e members can enoy t%e !arious le!els of Classic

&oments "il!er =dge and @olden @lo7

,%e irst Citien Citiban. Credit Card is India;s first co-branded card in t%e retail

sector ,%is card %elps one to collect points e!ery time one uses t%e card to buy merc%andise

at "%oppers "top as 7ell as all ot%er outlets /lso one gets automatic entry into t%e "%oppers

"top loyalty programme

,%e card is furt%er classified as follo7sB-

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%"st C"t"&e# C"t"'(#)

Ced"t C(d

@olden @lo7 "il!er =dge


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O'>ect"=es o$ the study (e (s $o44o?s+

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OBJECTI-E O% T,E

STUD*


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RESEARC,

MET,ODOLOG*

Rese(ch Methodo4o3y+

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$esearc% &et%odology is a 7ay to systematically sol!e t%e researc% problem It is t%e

science of studying %o7 researc% is done scientifically

or t%is proect $esearc% &et%odology used is !ery simple

1 $esearc% )esignB - In t%is researc% eploratory researc% design is been used to

clarify concepts and find out causes of t%e problem

2 )ata CollectionB - or t%e purpose of ac%ie!ing t%e obecti!es of proect data

collection is an important tas. ,%e primary data collected in t%is proect is t%roug%

t%e :uestionnaire prepared for t%e same it% t%e %elp of t%is Duestionnaire t%e

customers of t%e irst Citien Citiban. Credit Card 7ere inter!ie7ed

3 "ampling )esignB - /s t%ere is no specific sampling design for t%e on-Probability

sampling %ence no t%oroug% sampling design %as been used for t%e researc% proect

4 "ampling ,ec%ni:ueB-,%e sampling tec%ni:ue used is t%e on-Probability Audgement

sampling ,%is is because according to t%e sample composition of 1000 people 2#0

people 7ere approac%ed according to t%e appointments gi!en t%em ,%e main

c%aracteristics of udgmental sampling are t%at units or elements in t%e population are

purposi!ely selected "ince t%e process of selection is not based on t%e random

met%od a udgment sample is considered to be on-probability sampling

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SCOPE O% T,E STUD*


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LIMITATIONS


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The L"m"t(t"o#s o$ the !o>ect (e (s $o44o?s+@

•

,%e researc% 7as done only for t%e customers %olding t%e irst Citien Citiban.

Credit Card

• ,%e analysis done is as per t%e information gi!en by t%e customers and doesn;t

include any personal opinions and information

• /lso t%e researc% 7as done 7it%in t%e stipulated time ie 40 days

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T,EORETICALBACGROUND


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Theoet"c(4 B(c)3ou#d

*iberaliation in India %as broug%t c%anges in tec%nology :uality ser!ice 7or.

culture and undoubtedly fierce competition Companies are t%in.ing t%at t%is as t%e golden

opportunity to gain mind s%are and %eart s%are for 7%ic% t%ey are using !arious inno!ati!e

tools and tec%ni:ues rands 7it% !arying dimensions of attributes benefits !alues culture

personality and users %a!e t%e real po7er to generate 7ealt% rands 7%ic% are storing in

t%ese dimensions command respectable positions in terms if t%e sales reputation image etc

Ironically in today;s competiti!e scenario t%ere is a real battle of brands ,%is .eeps t%e

mar.eters on toes to effecti!ely communicate t%e !alues t%eir brand possesses ,%ey adopt

many tec%ni:ues for t%isE one of t%ese is t%e

CO-$/)I@

P%ilip 9otler defines Co-randing as Ft7o or more 7ell-.no7n brands combined

in an offerG It is defined as t7o or more companies going for strategic alliance in mar.eting

an offer to t%e target audience

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Be#e$"ts o$ Co@B(#d"#3

o7-a-days companies today are pairing t%eir brands in collaborati!e mar.eting

effort to ac%ie!e t%e follo7ing benefitsB

• &any line etensions capitalie on partner;s brand e:uity

• Co-branding %elps usage etension

• Image reinforcement may ta.e place due to co-branding

• *oyalty programs increasingly include co-branding arrangements ,%e corporations

are s%aring t%e cost of loyalty programsE %ence t%e promotional costs to t%e

companies are coming do7n

It is obser!ed t%at Co-branding can be done in !arious combinations bet7een

national brands indi!idual brands family brands or 7it% intangible product li.e ser!ice

ensuring synergistic effect and 7in-7in situation for companies brands and customers

/ study by t%e /merican &ar.eting /ssociation 7%ic% in!estigated consumer;s

approac% to Co- branding %ad found out t%at among t%e target audience 7%en told t%at

9oda. 7as introducing a ne7 digital imaging product 20 > of respondents said t%at t%ey

7ere li.ely to buy t%e product same 7as t%e percentage 7%en "ony %ad introduced t%e idea

ut 7%en t%e product 7as being ointly produced by 9oda. and "ony t%e figure rose to 80>

In an era of globaliation liberaliation and intense competition to gi!e a

distinct identification to t%eir brands companies %a!e to in!est %uge amount t%at can be

significantly reduced by effecti!e utiliation of Co-branding

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DATA ANAL*SIS

AND

INTERPRETATION


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D(t( A#(4ys"s (#d I#te!et(t"o#

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T('4e No+

S0No P((metes No. o$ Customes Pece#t(3e

1 On riendsH$elati!es "uggestion + 2

2 Citiban. offered t%e Card 10# 41

3 Online /pplication 0 0

4


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T('4e No+ @;

C4(ss"$"c(t"o# No.o$ Customes


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T('4e No+ @

Be#e$"ts No. o$ Customes

1 248

2 20#

3 251

4 24#

5 30

# 250

+ 158

8 38

44

10 223

11 8+12 101

13 252

14 224

G(!h No+ @

'"ourceB "ur!ey(

I#te!et(t"o#+

rom t%e abo!e diagram it can be seen t%at t%e follo7ing benefits are considered as aiding in

t%e s%oppingB-

• Offers pro!ided at "%oppers "top

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,o? m(#y o$ the 'e#e$"ts ("d the customes


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• =clusi!e billing counters

• =tra re7ard points at "%oppers "top

• $egular communication on offers sc%emes and discounts

•=clusi!e s%opping festi!als

• $edemption of re7ard points

/lso from t%e abo!e diagram it can be seen t%at t%e follo7ing benefits 7ere found to be

unaided in t%e s%opping for t%e customersB-

• ,%e =mi sc%emes

• etter interest on outstanding

• Con!enient payment of t%e Card

• Offers on restaurants grocery outlets

• On-*ine ill Payment

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,%e aided benefits 7ere rated as follo7s by t%e customers


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T('4e No+ @

R(#)s No. o$ Customes

1 2 12

3 #0

4 5+

5 122

G(!h No+@

'"ourceB-"ur!ey(

I#te!et(t"o#+

,%e abo!e diagram s%o7s t%at t%e offers pro!ided by "%oppers "top %elp t%e customers a lot

in t%eir s%opping as most of t%e customers %a!e rated 5 for t%e benefit

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O$$es !o="ded (t Sho!!es Sto!

=clusi!e illing Counters


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T('4e No+@5


1 2#

2 11

3 1#

4 #8

5 13

G(!h No+ @ 5

'"ourceB "ur!ey(

I#te!et(t"o#+

,%e abo!e diagram s%o7s t%at t%e =clusi!e illing Counters pro!ided by "%oppers "top for

t%e payment of t%eir bills %elp t%e customers a lot in t%eir s%opping as most of t%e customers

%a!e rated 5 for t%e benefit

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=tra $e7ard Points


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T('4e No+ @ 8


1

2 11

3 44 4#

5 100

G(!h No+ @ 8

'"ourceB "ur!ey(

I#te!et(t"o#+

,%e abo!e diagram s%o7s t%at t%e =tra $e7ard at "%oppers "top for t%e payment of t%eir

bills %elp t%e customers a lot in t%eir s%opping as most of t%e customers %a!e rated 5 for t%e

benefit

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Re3u4( commu#"c(t"o# o# O$$es0 Schemes (#d D"scou#ts


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T('4e No+ @ 9


1 #

2 13

3 1224 48

5 +1

G(!h No+ @ 9

'"ourceB "ur!ey(

I#te!et(t"o#+

,%e abo!e diagram s%o7s t%at t%e $egular communication done %elps t%e customers in t%eir

s%opping but t%e customers 7ant t%at t%e communication s%ould be done :uite early before

t%e offers or t%e specific starts so t%at customers can ta.e t%e benefits of t%e offers

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Ec4us"=e Sho!!"#3 $est"=(4s


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T('4e No+ @ :


1 12

2 18

3 3#

4 5

5 4

G(!h No+ @ :

'"ourceB "ur!ey(

I#te!et(t"o#+

,%e abo!e diagram s%o7s t%at t%e =clusi!e "%opping esti!als pro!ided by "%oppers "top

add up to t%e s%opping benefits of t%e customers

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Redem!t"o# o$ e?(d !o"#ts


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T('4e No+ @ <


1 5

2 22

3 32

4 8

5 112G(!h No+ @ <

'"ourceB "ur!ey(

I#te!et(t"o#+

,%e re7ard points %elp t%e customers in s%oppingE it %elps t%em at t%e time of payment of t%e

bills t%is can be seen as 7 of t%e customers %a!e rated 5 for t%e benefit

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The U#("ded Be#e$"ts ?ee (ted (s $o44o?s

The EMI Schemes


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T('4e No+ @ 6

R(#)s No. o$ Customes1 18+

2 22

3 34

4 5

5 12

Tot(4 ;86

G(!h No+ @ 6

'"ourceB "ur!ey(

I#te!et(t"o#+

rom t%e abo!e c%art it is found t%at 97 ie


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G(!h No+ @

'"ourceB "ur!ey(

I#te!et(t"o#+

rom t%e abo!e c%art it is found t%at 5


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T('4e No+@;

G(!h No+ @ ;

'"ourceB "ur!ey(

I#te!et(t"o#+

rom t%e abo!e c%art it is found t%at 8;7 ie 8 customers %a!e rated for t%e Offers on

$estaurants @rocery etc and only ;7 ie 5 customers %a!e rated 5 for t%e benefit

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1 1#2

2 45

3 3+

4

5 +Tot(4 ;86

O#4"#e B"44 P(yme#t


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T('4e No+@


1 11+

2 5

3 38

4 285 18

Tot(4 ;86

G(!h No+@

'"ourceB "ur!ey(

I#te!et(t"o#+

rom t%e abo!e c%art it is found t%at t%e 87 ".e. < customers %a!e rated for t%e benefit

and only 97 ".e. : customers %a!e rated 5 for t%e benefit

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Moe Be#e$"ts #eeded "# the c(d


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T('4e No+@

S.No Be#e$"ts Out o$ ;86 Pece#t(3e

1 &ore $e7ard points 13+ 53

2 )rop o facilities 11# 45

3 Cas% bac. Offer 1#2 #24 onus Points offer 138 53

5 Offers in @roceryetc +0 2+

# ree @ifts 85 33

+ =c%ange days 8+ 33

8 @ift !ouc%ers 184 +1

Payment Online 14 5

G(!h No+@

'"ourceB "ur!ey(

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/hee e4se do the customes Sho!


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T('4e No+ @ 5

S.No Sho!!"#3 M(44s No. o$ Customes Pece#t(3e

1 Pantaloons #8 2#

2 ig aaar #2 24

3 @lobus 23 4 ood aaar 2 11

5 estside 13 5

# Pro!ogue 1# #

+ *ifestyle 4 1

Ot%ers 0 0

Tot(4 ;86 66

G(!h No+ @ 5

'"ourceB "ur!ey(

I#te!et(t"o#+

rom t%e abo!e c%art t%e follo7ing can be interpretedB-

&aor s%opping is done by t%e customers in P(#t(4oo#s F;87 B"3 B(&(( F;70

and L"$esty4e F


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Com!et"tos 7 No.o$ customes

B"3 B(&(( C(d 3# 4

L"$esty4e SBI C(d 24 #2

P(#t(4oo#s 18 4

@lobus 1 50

estside 3 5

,otal 100 2#0

G(!h No+ @ 8

'"ourceB "ur!ey(

I#te!et(t"o#+

rom t%e abo!e table it is found t%at 87 of t%e customers %old t%e ig aaar card

follo7ed by t%e *ifestyle-"I '24>( and Pantaloons '4>(

T('4e No+@9

Ced"t C(ds 7(3e No.o$ Customes

ICICI-Platinum 3 8

ICICI@Go4d 31 81

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Nom(4 Ced"t C(ds used "# Sho!!"#3


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ICICI-"il!er 2 5

"tan C-

Platinum

2 5

"tan C-@old 3 8

"tan C-Classic 8 21

,D%C@Go4d 21 55

?)C-"il!er 2 5

?"C-@old 8 21

?"C-"il!er 3 8

SBI@Go4d 14 3#

"I-"il!er 3 8

Tot(4 66 ;86

G(!h No+@9

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'"ourceB "ur!ey(

I#te!et(t"o#+@

,%e abo!e table s%o7s t%at maority of t%e customers %old t%e ICICI@Go4d Ced"t

C(d F7 it is follo7ed by t%e ,D%C@Go4d F;7 and also SBI H Go4d F7.

T('4e No+@:

S.No Re(so#s Out o$ ;86

1 etter $e7ard Points rom Ot%er Cards 100

2 etter Offers and promotions by ot%ers 1#0

3 etter ill Payment acilities 3+

4 etter Customer "er!ices

5 ?abituated ,o7ards a specific card 21+

# Prefer using )ebit card

+ Prefer payment by cas% 180

8 Ot%ers 5

G(!h No+@:

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Re(so#s $o us"#3 othe c(ds


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'"ourceB "ur!ey(

I#te!et(t"o#+

rom t%e abo!e grap% t%e follo7ing is been foundB-

1 Out of 2#0 customers ;9 customers are %abituated for using a specific card

2 Out of 2#0 customers 86 customers+ get better offers and promotion from ot%er

cards

3 Out of 2#0 customers :6 customers prefer payment by cas%

G(!h No+ @ <

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A##u(4 E!e#ses


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1-5> 2-10> 3-15> 4-20> 5-25> #-30> +-35> 8-40> -50>

I#te!et(t"o#+

rom t%e abo!e bar diagram t%e follo7ing is found about t%e ependiture of t%e customersB-

85 customes spend ;67 of t%eir annual income on t%e gi!en list of epenses

customes spend ;57 of t%eir annual income on t%e gi!en list of epenses

9 customes spend 67 of t%eir annual epenses on t%e gi!en list of epenses

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%INDINGS


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3 Out of all t%e benefits pro!ided by t%e card t%e benefits li.e t%e $egular

Communication on offers sc%emes and discounts =clusi!e illing counters

$edemption of re7ard points Offers pro!ided at "%oppers "top 7ere found to

be useful to t%e customers

4 ,%e benefits li.e t%e =&I "c%emes Con!enient payment options of t%e card

Offers on restaurants grocery outlets On-*ine ill Payment 7ere found to be

of !ery less use to t%e customers

5 Customers need more benefits li.e t%e )rop o acilities Cas% ac. Offers

/lso t%ey prefer t%e @ift !ouc%ers t%an free gifts as t%ey do get t%e con!enience

from t%e gift !ouc%ers

# 2#> of t%e customers s%op at Pantaloons follo7ed by ig aaar '24>(

*ifestyle '1>( and also ood aaar '11>(

+ 3#> of t%e customers %old t%e ig aaar Card follo7ed by t%e *ifestyle "I

Card '24>( and also t%e Pantaloons card '18>(

8 In regard to t%e normal credit cards customers use t%e ICICI @old credit card

'31>( follo7ed by t%e ?)C @old '21>( and "I card '14>(

ollo7ing are t%e maor reasons for using t%e ot%er credit cardsB-

• ?abituated to7ards t%e usage of a specific card

• etter offers and promotions from ot%er cards

• /lso customers prefer payment by cas%

10 Out of 2#0 customers 182 are in t%e group 7%o spend bet7een 20-30> of t%eir annual income in s%opping

11 &aority of t%e customers are %olding t%e accounts 7it% ICICI ?)C and also

"I so t%ey prefer to use t%e cards lin.ed 7it% t%ose ban.s

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Recomme#d(t"o#s

,%e .ey areas 7%ere impro!ement needs to be made areB-

1 ollo7ing benefits are to be added to t%e cardB-

•&ore $e7ard Points

• )rop o acilities for C%e:ue payment at "%oppers "top

• Cas% ac. Offers

• onus Points Offers

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• @ift ouc%ers as t%ey are more preferred by t%e customers o!er t%e ree

@ifts

2 ,%e communication done by "%oppers "top in regards of !arious offers and

promotions sc%emes etc s%ould be done 7ell in ad!ance so t%at t%e customers can

a!ail t%e benefits

3 ,%e payment options pro!ided by t%e card needs to be impro!ed ,%e customers need

an interest free payment option 7%ile at t%e time of payment of t%e bills t%roug%

cas%

4 Only 40> of t%e customers 7ere a7are of t%e benefits offered by t%e card "o an

effecti!e strategy is to be designed so t%at t%ey are made a7are of benefits of t%e

card ,%e customers s%ould be s%o7n a comparison bet7een t%e benefits pro!ided by

"%oppers "top and ot%er stores

5 Cas% bac. promotion offer s%ould be floated on regular basis

# ,%e specific issues mentioned belo7 s%ould be sol!ed by "%oppers "top urgently so

t%at t%e customers can start using t%e card at t%e earliest ,%e specific issues are as

follo7sB-

• ,%e communication s%ould be done a bit early and on a regular basis

• "ome customers find t%e "&" gi!en by t%e Citiban. in regards of payment

!ery confusing and are also sent !ery late

• %ile at t%e time of payment of t%e bills t%roug% cas% t%ere %as been interest

c%arged

• rong name is printed on t%e card due to 7%ic% t%e card is useless ,%is

issue is not been sol!ed for t%e last si mont%s

• "ol!e t%e ser!ice issues as soon as possible

• &any of t%e customers %a!en;t recei!ed t%e upgraded card due to 7%ic% not

using t%e same

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• ig aaar Card gi!es more benefits and better offers and promotionsE

"%oppers "top needs to be come out 7it% better offers

• illing Counters ta.e a lot of time for t%e redemption of t%e points 7%ic%

ma.es t%e usage of t%e ot%er cards

• &any of t%e customers %a!en;t recei!ed t%e upgraded card due to 7%ic% not

using t%e same

• ,%e first citien des.s ta.e a lot of time for t%e @ift ouc%ers and also on

payment %ence usage of ot%er credit card is preferred

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CONCLUSION


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Co#c4us"o#

,%us from t%e inter!ie7s conducted 7e can see t%at t%e maority of t%e customers aren;t

a7are of t%e benefits of t%e card and t%ose 7%o .no7 t%e benefits are not satisfied 7it% many

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of t%e benefits of t%e card /lso customers are in need of better benefits to be added to t%e

card

"%oppers "top s%ould de!elop strategies for t%e customers s%ould be informed about

t%e benefits of t%e card "%oppers "top needs to add t%e benefits as needed by t%e customers

so t%at t%e usage of t%e card can be increased ,%e customer ser!ice s%ould be made effecti!e

leading to t%e effecti!e sol!ing of t%e customer issues leading to t%e increase in t%e usage of

t%e card

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BIBLIOGRAP,*


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1 Indian Aournal of mar.etingHCo-branding

2 $etailer &againe

/e's"tes ="s"ted+

1 777s%oppersstopcom

2 777googlecom

3 777rediffmailcom

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ANNE1URE

http://www.shoppersstop.com/http://www.google.com/http://www.shoppersstop.com/http://www.google.com/


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uest"o##("e

First Citien Citiban. Credit CardG

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,%e purpose of t%is sur!ey is to %elp "%oppers "top to impro!e its offerings to t%e members

using t%e First Citien Citiban. Credit CardG

9indly tic. on t%e options and also gi!e your opinions 7%ere needed

1 ?o7 did you get t%e First Citien Citiban. Credit CardGJ

• On your friends;H$elati!es; suggestion

• Citiban. offered you t%e card

• Online /pplication

•


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"ro enefits /ided 6naided

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1 Offers pro!ided at "%oppers "top

2 Par.ing benefits at "%oppers "top

3 =clusi!e billing counters at "%oppers "top

4 =tra re7ard points at "%oppers "top

5 ,%e =&I "c%emes

# $egular communication on Offers "c%emes and

)iscounts

+ 0> uel "urc%arge

8 etter interest on out standings

Con!enient payment options of t%e Credit Cardills

10 =clusi!e s%opping festi!als li.e PO*IC=7atc%es )amas diamondAe7elleryetc

11 Offers on restaurants grocery outletsetc

12 On-*ine ill Payment

13 $edemption of re7ard points

14 =tra points 7%en you buy from in %ouse brands

'li.e ",OP9as%is%(

4 On a scale of 1 to 5 rate t%e benefits of t%e First Citien Citiban. Credit CardG in

order of t%eir of importance in your s%opping 7%ere 1- least important

K 5- !ery important

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• ood aaar

• estside

• Pro!ogue

• *ifestyle

• Ot%ers if any .indly "pecifyLLLLLLLLLLLLLLLL

+ )o you %old cards gi!en by any of t%ese "toresJ

LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL

LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL

8 %ic% ot%er Credit Cards 'normal( do you %oldJ /lso specify t%e le!el in 7%ic% t%e

card is currently',itanium Platinum @old /me(

LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL

%ic% card do you use for most your re:uirementsJLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL


10 %ic% are t%e options t%at ma.e you use t%e ot%er credit cards or ot%er payment

modesJ

• etter $e7ard Points from ot%er cards

• etter offers and promotions gi!en by ot%er cards

• etter ill Payment acilities 'L@race period etc(

• etter Customer "er!ices of ot%er Credit Cards

• ?abituated to7ards a specific card

• Prefer using )ebit cards o!er credit cards

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• Prefer payment by cas%

• Ot%ers If any .indly specifyLLLLLLLLLLLLLLL

11 ?o7 muc% percentage of your mont%ly salary do you spend on t%e follo7ingoptionsJ /nnually

• Ae7elleryL

• /pparelsL

• @roceryL

• ,ra!elHoo.ing /ir tic.etsL

• $estaurantsL

• PetrolL

• /ccessories li.e perfumes cosmetics belts s%oes bags etc L

12 /ny specific issue 7%ic% needs to be analyed by "%oppers "topJ

LLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLLL


,%an.


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Project Report Shopper Stop

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Transcript of Project Report Shopper Stop