AProject Report on

“CUSTOMER SATISFACTION FOR RELIANCE SUPER VALUE

SHOPS IN RANCHI CITY”

Submitted By :-MUKESH SHARMA

MMM

CONTENTABOUT THE COMPANYHISTORY AND GROWTH OF RELIANCE FRESHOBJECTIVERESEARCH METHODOLOGYDATA COLLECTIONDATA ANALYSIS AND INTERPRETATIONFINDINGLIMITATIONRECOMMENDATIONANNEXURE

HISTORY AND GROWTH OF RELIANCE FRESH Reliance Fresh a convenient store format is governed by the Mukesh Ambani and is the most important part of Reliance Industries retail Business. Reliance Ltd. has planned to invest more than Rs. 25000 corers in the retail division. It also comprises more than 560 reliance fresh stores all over the country. The outlet sells fresh fruits, staples, dairy products, fresh juice bars, groceries and vegetables. A distinctive Reliance Fresh outlet is around 3000 to 4000 sq. feet and accommodates catchment area of one to three Kilometers.

OBJECTIVE What is their income group to calculate their disposable income? How often do people visit Reliance Fresh (RF). With whom people generally shop with to give room for more

impulse buying. Number of members in the family size to determine the expense . Monthly expenses in RF . Factors influencing shopping. Are you aware of RSV format. People‘s understanding about the RSV format. Does RSV help in their monthly saving – this will let us know

about the price difference as well as make the customer realize the price change.

Hospitality of the staff.

RESEARCH METHODOLOGYResearch is common parlance refers to a search for knowledge. One can also define research as

scientific and systematic search for pertinent information on a specific topic. In fact is an art of scientific investigation.

Questionnaires:The questionnaires were designed so as to extract complete information required. The answers thus

derived gave an in depth information about the status. Sample: - The sample sizes consist of 100 customers meeting on the floor and the catchment. Sampling Pattern:- The sampling pattern selected on the basis of method of convenience sampling and non probability.Sample unit:Samples would be selected based on:Age groupIncome groupOur respondents would be:Customers in the store

DATA COLLECTIONPrimary data :

Personal interview would be used primarily using structured questionnaire-Suitable Scales would be used wherever necessary.

Secondary data :The researcher intends to use some published data from

different sources like some retail based journals and marketing specific magazines as well our college’s e-journal facility

Data analysis: Data analysis would be primarily descriptive data

analysis using measures of central tendency and dispersion. Tests of association and other Confirmatory tests for hypothesis testing would be taken using Chi-Square Test.

DATA ANALYSIS & INTERPRETATION

59%31%

10%

15000 - 2500025000 - 35000Above 35000

15000 – 25000 25000 – 35000 Above 35000

59% 31% 10%

1. Income group:

Daily Weekly Fortnightly Monthly

05 15 30 50

2. How frequently do you visit Reliance fresh?

Daily Weekly Fortnightly Monthly0

10

20

30

40

50

5

15

30

50

Single Two Three – Four Above Four

05 15 21 59

.3.Number of members in the house.

Single Two Three - four Above Four0

10

20

30

40

50

60

70

5

1521

59

3000 – 5000 5000 – 7000 7000 – 9000 Above 9000

13 63 14 10

4. Monthly expense in reliance fresh:

Series10

20406080

3000-5000

5000-7000

7000-9000

above9000

13

6314

10

Promotional offers 23

Ambience 19

Availability of product 12

Variety 8

Price 14

Quality 6

Brand image 18

5. Factors affecting for shopping in reliance fresh.

05

10152025 23

6

18

8

19

12 14

Yes 70

No 30

6. Are you aware about the reliance super value format?

70%

30%

YesNo

Scheme Offer Promotion Value Other

29 15 26 21 9

7. What do you think of RELIANCE SUPER VALUE FORMAT?

Yes No

82 18

8.Does reliance super value format helps the customers in their monthly saving.

Yes No0

102030405060708090 82

18

Yes 65

No 35

9.Do you feel the price is lower in Reliance Fresh than other retail stores?

Not satisfactory 23

Satisfactory 36

Average 18

Good 14

Best 9

10. How do you find the hospitality of the staff?

Not Sa

tisfac

...

Satis

factor

y

Avera

geGoo

dBes

t0

10

20

30

40

23

36

1814

9

Yes No

Greetings 70 30

Voluntary service 85 15

Helps in shopping 50 50

11. What do you feel about the behavior of staff in the store?

FINDING The targeted income group from the survey lies in the range between

15000-25000 People visit Reliance more than in month. According to all categories

like fortnightly or weekly. People are generally visiting the Shoppe with their family member. The maximum expenses done towards reliance fresh were in the

range between 5000-7000. Offers followed by the price are the very important factors which

attracts consumers to purchase from Reliance Fresh. 70% of the people were aware about the reliance super value format New schemes bought by the reliance super value was the most urging

factor for the consumer which attracted the customers to the most. About 82% of the customers liked this super value format scheme as

it helped them in doing their monthly saving. As compared to the other retail stores it was found that 65% of the

customers feels that the prices are lower in the Reliance fresh. About 73% of the customers are satisfied with the hospitality of the

Reliance Super Value Shops 

RECOMMENDATIONSThe reliance super value should concentrate more on the

Fruits & Vegetables section.With reference to the Indian shopping mentality the store

has to ensure that the quality of fruits and vegetables is to be maintained as per the unorganized retail sector.

Reliance fresh should concentrate more on customer service Associate (CSA) because of lack of communication with customers.

LIMITATION

The study might not produce absolutely accurate results as it was based on a sample taken from the population.It was difficult getting time and access to senior level managers (who had to be talked to, to get required information) due to their busy schedules and prior commitments. .Mode of database collection was limited.Time is the main limitation for marketing research.Respondent don’t give proper time to fill up questionnaire.Insufficient data from company.

BIBLOGRAPHYMarketing Management Philip KotlerResearch Methodology C.R.Kothari 

Websites:www.reliancefresh.com

www.google.com

Thank you