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CONTENT
SL. NO. CHAPTER PAGE NO.
1. CHAPTER-1 2
1.1 INTRODUCTION 3
1.2 COMPANY PROFILE 4
1.3 INDUSTRY PROFILE 15
2. CHAPTER-2 16
2.1 NEED FOR THE STUDY 17
2.2 SCOPE OF THE STUDY 17
2.3 OBJECTIVES OF THE STUDY 18
2.4 LIMITATION OF THE STUDY 18
2.5 REVIEW OF LITERATURE 1
3. CHAPTER-3 21
3.1 RESEARCH METHODOLO!Y 22
4 CHAPTER-4 23
4.1 DATA ANALYSIS AND INTERPRETATION 24
5 CHAPTER-5 53
5.1 FINDIN! 54
5.2 SU!!ESTION 55
5.3 CONCLUSION 56
5.4 BIBLIO!RAPHY 57
1
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5.5 ANNE"URES # $UESTIONNAIRE 58
2
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CHAPTER-1
3
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INTRODUCTION
Customer strate! a"a#!s$s%& '()**+ ) ,)** - ),-%/. B+ 0/('&-)/%/ -( &-')-(+
')-%/ ,/(/-& )/ -( &-')-(+ ((,-)-%/ ()*0)-%/& 9+ '0 ' &((/- ,0&-('&: ,)/%(& ,)/ (&%/ '(&/&( &-')-(%(& -)- )'( -'0*+ '(&/&%( - %-)* ,0&-('((,-)-%/& )/ -)- %('(/-%)-( %/ -( )';(-*),(.
I/%)/ '(-)%* &(,-' %&
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CO/PAN0 PROILE
Pa"ta#oo"
PANTALOON Reta$# I"&$a L$m$te&
a *uture rou+ e"ture
P)/-)*/ R(-)%* I/%)G L%%-(: %& I/%)>& *()%/ '(-)%*(' -)- (')-(& 0*-%*( '(-)%*
')-& %/ 9- -( )*0( )/ *%(&-+*( &((/- -( I/%)/ ,/&0(' )';(-. H()0)'-('(
%/ M09)% B9)+G: -( ,)/+ (')-(& (' 1 %**%/ &0)'( ((- '(-)%* &),(: )&
(' 1 &-'(& ),'&& 61 ,%-%(& %/ I/%) )/ (*+& (' 3: (*(.
T( ,)/+>& *()%/ ')-& %/,*0( P)/-)*/&: ) ,)%/ )&%/ 0-*(-&: B%
B)))': ) 0/%0(*+ I/%)/ +(')';(- ,)%/: F B)))': ) &0(')';(- ,)%/: 9*(/& -(
*;: -0, )/ ((* I/%)/ bazaars
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P)/-)*/ R(-)%* %& -( *)&% ,)/+ F0-0'( !'0: ) 90&%/(&& '0 ,)-('%/ --( (/-%'( I/%)/ ,/&0-%/ &),(.
F0-0'( !'0 %& /( -( ,0/-'+>& *()%/ 90&%/(&& '0& '(&(/- %/ '(-)%*: )&&(-
)/)((/-: ,/&0(' %/)/,(: %/&0')/,(: '(-)%* (%): '(-)%* &),(& )/ *%&-%,&. T(
'0>& *)&% ,)/+: P)/-)*/ R(-)%* I/%)G L%%-( (')-(& (' 1 %**%/ &0)'(
((- '(-)%* &),(: )& (' 1: &-'(& )/ (*+& (' 3: (*(.
F0-0'( !'0 %& '(&(/- %/ 61 ,%-%(& )/ 65 '0')* *,)-%/& %/ I/%). S( %-& *()%/
'(-)%* ')-& %/,*0(: P)/-)*/&: B% B)))': C(/-')*: F B)))': H( T& %&%/ %& -: ?(*%(' E('+-%/: E('+ )& ) ,'(.
)*0( )/ %-& ,'')-( ,'( %& R(
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uture Grou+ /a"$*esto
?F0-0'( K -(
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W( &)** 9( (%,%(/-: ,&- ,/&,%0& )/ ,%--( - 0)*%-+ %/ &
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16. F B)))'
17. C0&-(' &('%,( (&;
T( &)*(& ('&/&
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LINES OS ,USINESS
ETAILIN!
FOOD
BOOSMUSIC
FASHION
TELECOMIT
HOMEELECTRONICS
!ENERAL MERCHANDISE
LEISUREENTERTAINMENT
,oar& o* D$re(tors
%&'( B%+)/% %& -( M)/)%/ D%'(,-' P)/-)*/ R(-)%* I/%)G L%%-( )/ -(
!'0 C%( E(,0-%( O%,(' F0-0'( !'0. H( )& *( P)/-)*/ R(-)%*>& (('(/,(
)& -( I/%)>& *()%/ '(-)%*(' (')-%/ 0*-%*( '(-)%* ')-& -)- /< ,)-(' - )*&- -(
,/&0-%/ 9)&;(- ) *)'( &(,-%/ I/%)/ ,/&0('&.
%&'( B%+)/% *( -( ,)/+>& ')+ %/- ')/%( '(-)%*
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9+ P'%( M%/%&-(': D'. M)/)/ S%/ %/ 26. H(
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A)ar&s a"& Re(o"$t$o"
Co(a-Co#a Go#&e" S+oo" A)ar&s 299:
M&- A%'( F # !',('+ R(-)%* V%&%/)'+ -( Y()' %&'( B%+)/%
M&- A%'( F # !',('+ R(-)%*(' -( Y()' K S0(')';(-& F B)))'
M&- A%'( F # !',('+ R(-)%*(' -( Y()' H+(')';(-& B% B)))'
M&- A%'( R(-)%*(' -( Y()' D+/)%, !'
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Gro)t' o* t'e Ora"$at$o" s$"(e $ts $"(e+t$o"7 ; t'e m$#esto"es
Com+a"! T$me#$"e
/a=or /$#esto"es
1>:? C)/+ %/,'')-( )& M)/ W()' P'%)-( L%%-(. L)0/, P)/-)*/& -'0&(':I/%)>& %'&- ')* -'0&(' 9')/.1>>1 L)0/, BARE: -( I/%)/ ()/& 9')/.
1>>2 I/%-%)* 09*%, (' IPOG >4 T( P)/-)*/ S( K (,*0&%( (/& I/%)>& %'&- +(')';(- ,)%/ *)0/,(.
2992 F B)))': -( &0(')';(- ,)%/ %& *)0/,(.
2994 C(/-')* K =S: E)-: C(*(9')-( I/ T( H()'- O O0' C%-+> I/%)>& %'&- &()*(&& )** %&*)0/,( %/ B)/)*'(.
2995 F)&%/ S-)-%/ -( 0*)' )&%/ ,)%/ %& *)0/,(
)LL K =) *%--*( *)'('> (,*0&%( &-'(& ' *0&&%( %/%%0)*& %& *)0/,(
299@ F0-0'( C)%-)* H*%/&: -( ,)/+>& %/)/,%)* )' *)0/,(& '()* (&-)-( 0/& &%-% )/H'%/ )/ '%)-( (0%-+ 0/ %/ %%&%/. P*)/& ')+& %/- %/&0')/,( )/ ,/&0(' ,'(%-.
M0*-%*( '(-)%* ')-& %/,*0%/ C**(,-%/&: F0'/%-0'( B)))': S( F),-'+: E@/(: D(- )/0-0'(9)))'., )'( *)0/,( ),'&& -( /)-%/. !'0 (/-('& %/- %/- (/-0'( )'(((/-&
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Ora"$at$o"a# Stru(ture o"a#
P'(&%(/-
V%,( P'(&%(/-
M)';(-%/ HR )/)(' C)-('+ M)/)(' F%/)/,( M)/)(' O(')-%/ M)/)('
M)/)('
M)';(-%/ H() HR H() C)-('+ H() F%/)/,( H() S-'( H()
14
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/ISSION AND 8ISSION
15
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INDUSTR0 PROILE
I"tro&u(t$o" to Reta$# I"&ustr!
I/ I/%): ')/%( '(-)%* ,/&-%-0-(& )90- 3Q --)* '(-)%* )/ %& %&( - '(), 152Q %/-( /(- (< +()'&:
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CHAPTER-2
17
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NEED OR THE STUD0
T( '(&(/- &-0+ %& 0/('-);(/ - 0/('&-)/ -( %),- ,0&-(' &('%,(& '%( 9+ B%
B)))'. T( &-0+ & %(< )/ ),-'& '(*)-( - &-')-(+ -)- )--'),-& -( - 0',)&(
' -( +(')';(-.
T( &-0+
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O,BECTI8ES O THE STUD0
PRI/AR0 O,BECTI8E
SECONDAR0 O,BECTI8E
1. Pr$mar! o=e(t$e
)G T %(/-%+ -( ,0&-(' &-')-(+ ' 9% 9)))'
2. Se(o"&ar! o=e(t$e
)G T %(/-%+ -( /((& ,0&-('9G T %(/-%+ -( &)-%&),-%/ *((* ,0&-(',G T %/ 0- -( )'%0& '-%/)* ),-%%-%(& /( %/ 9% 9)))'G T &-0+ -( ((,-%(/(&& '-%/)* ),-%%-%(& /( %/ 9% 9)))'
LI/ITATION O THE STUD0
T( &0'(+
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F(< '(&/(/-&
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)/*( 9+ -( %/ '(' - ;/< )90- -(%' ((,-%( &)*(&
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P'!s$(a# E$&e"(e T( )9%*%-+ )/ (/%'/(/- %/
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RESEARCH /ETHODOLOG0
RESEARCH PLAN
R(&()', )'), SURVEY METHOD
RESEARCH INSTRU/ENT
T( '(&()', %/&-'0(/- 0&( ' ,**(,-%/ '%)'+ )-)
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R(&()', %/&-'0(/- S-'0,-0'( 0(&-%//)%'(
CHAPTER-4
24
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GENDER
!ENDER N. '(&/(/- P(',(/-
M)*(F()*(
TA,LE 1 TA,LE SHOING THE GENDER O RESPONDENTS
CHART 1. CHART SHOING THE GENDER O RESPONDENTS
25
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I"*ere"(e
F' -( )9( -)9*( %- %& ,*()' -)- Q '(&/(/-
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CHART 2. CHART SHOING AGE O RESPONDENTS
I"*ere"(e
F' -( )9( -)9*( %- %& ,*()' -)- Q '(&/(/- 9(*/& - -( )( '0 182: Q
'(&/(/- 9(*/& - -( )( 213: Q '(&/(/- 9(*/& - -( )( 315 )/ Q '(&/(/- 9(*/& - -( )( 5 )9(.
NO.O A/IL0 /E/,ERS
TA,LE 3.TA,LE SHOING NO. O A/IL0 /E/,ERS
N. (9(' N. '(&/(/- P(',(/-
2
3
4
A9( 5
27
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CHART 3. CHART SHOING NO. O A/IL0 /E/,ERS
I"*ere"(e
F' -( )9( -)9*( %- %& ,*()' -)- -( %(&- /. )%*+ &%( %& )90- Q: /(- ,( -(
)%*+ &%( %& Q: -)/ Q )%*+ &%( '(&/(/- )/ -( %/%0 )%*+ &%(
'(&/(/- %& Q.
,U0 PRODUCT RO/ ,IG ,AAAR
TA,LE 4. TA,LE SHOING ,U0 PRODUCT TO ,IG ,AAAR
28
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'()&/& N. '(&/(/- P(',(/-
M+&(*
F)%*+
O%,(
CHART 4. CHART SHOING ,U0 PRODUCT TO ,IG ,AAAR
I"*ere"(e
F' -( )9( -)9*( %- %& ,*()' -)- -( %(&- /. '(&/(/- 90+ '0,- 9+ )%*+ %& )90-
Q: -( /(- %& -
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O/,( %/ )
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$0)*%-+ '0,-
P'%,(
A)%*)9%*%-+ )** '0,- %//( F*'
C/(/%(/- ' &%/
C0&-(' &('%,(
CHART @. CHART SHOING CHOOSE ,IG ,AAAR OR SHOPPING.
I"*ere"(e
F' -( )9( -)9*( %- %& ,*()' -)- -( Q '(&/(/- '((' 9% 9)))' ' -( '%,( -(
'0,-: Q '((' 9% 9)))' ' -( ))%*)9%*%-+ )** '0,- 0/(' /( ': Q '(('
' -( ,/(/%(/- &%/ : Q '((' ' -( ,0&-(' &('%,( 9% 9)))' )/ '()%/%/
Q '((' '0,- ' -(%' 0)*%-+.
SECTION LIE /OST
TA,LE ?. TA,LE SHOING SECTION LIE /OST.
31
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S(,-%/ N. '(&/(/- P(',(/-
H( )/ ;%-,(/ %-(&
B)& # *0)(
M9%*(& # ,)(')
E*(,-'/%, &
!)'(/-&
CHART ?. CHART SHOING SECTION LIE /OST.
I"*ere"(e
F' -( )9( -)9*( %- %& ,*()' -)- -( Q '(&/(/-
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%&&)-%&%(
H( #;%-,(/ %-(&
B)& #
*0)(T+& # )(&
M9%*(& #,)(')
E*(,-'/%,&%-(&
CHART :. CAHRT SHOING RAN O SECTION.
I"*ere"(e
F' -( )9( -)9*( %- %& ,*()' -)- -( &- -( '(&/(/- )'( &)-%&%( -
%-(& .
PREER THE SHOP APART RO/ ,IG ,AAAR
33
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TA,LE >.TA,LE SHOING SHOP APART ,IG ,AAAR
V%(.CHART SHOING SHOP APART ,IG ,AAAR
I"*ere"(e
F' -( )9( -)9*( %- %& ,*()' -)- Q '(&/(/-
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TA,LE 19. TA,LE SHOING PREER OTHER THAN ,IG ,AAAR.
S /)( N. '(&/(/- P(',(/-
R(*%)/,( '(&
S(/,('&>M'(
S('& &-
O-('&
CHART 19.CHART SHOING PREER OTHER THAN ,IG ,AAAR.
I"*ere"(e
F' -( )9( -)9*( %- %& ,*()' -)- -( Q -( '(&/(/- '((' - 0',)&( '0,- '
-( '(*%)/,( '(& :Q ' -(' &: Q ' &(/,('&: Q '((' '(: )/
'()%/%/Q ' -( &('& &-.
35
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CO/E TO NO A,OUT ,IG ,AAAR
TA,LE 11. TA,LE SHOING CO/E TO NO A,OUT ,IG ,AAAR.
S0',(& N. '(&/(/- P(',(/-
A('-%&((/-
F'%(/&
I/-('/(-
O-('&
CHART 11. CHART SHOING CO/E TO NO A,OUT ,IG ,AAAR.
I"*ere"(e
F' -( )9( -)9*( %- %& ,*()' -)- ) )'%-+ '(&/(/- )'( )
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TA,LE 12. TA,LE SHOING NOLEDGE A,OUT ,IG ,AAAR.
S0',(& N. '(&/(/- P(',(/-
L()*(-&
N(
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TA,LE 13.TA,LE SHOING AGREE ITH PUNCH LINE.
A'(( N. '(&/(/- P(',(/-
Y(&
N
CHART 13. CHART SHOING AGREE ITH PUNCH LINE.
I"*ere"(e
F' -( )9( -)9*( %- %& ,*()' -)- -( Q )'%-+ '(&/(/- )'((
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W'; H%*+&)-%&%(
S)-%&%( N(%-('&)-%&%( /'%&&)-%&%(
%&&)-%&%( H%*+%&&)-%&%(
A,-%%-+
A('-%&((/-
P0/, *%/(
O('&
D%&,0/-
A'')/((/- '0,-
CHART 14. CHART SHOING RATE O ACTI8ITIES.
I"*ere"(e
F' -( )9( -)9*( %- %& ,*()' -)- &- -( (*( )'( %*+ &)-%&%( - -( 9% 9)))'
SER8ICE OERED ,0 ,IG ,AAAR
39
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TA,LE 15.TA,LE SHOING SER8ICE OERED ,0 ,IG ,AAAR.
S(,-%/ H%*+&)-%&%(
S)-%&%( N(%-('&)-%&%( /'%&&)-%&%(
D%&&)-%&%( H%*+%&&)-%&%(
S('%,($0)*%-+
P'%,(
A)%*)9%*%-+ '0,-
B%**%/& '0*(&
D%&*)+ '0,-
C0&-('
&('%,(
CHART 15. CHART SHOING SER8ICE OERED ,0 ,IG ,AAAR.
I"*ere"(e
F' -( )9( -)9*( %- %& ,*()' -)- -( &- -( (*( %*+ &)-%&%(
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RAN EIGHT REFUENC0 SA/PLE EIGHT
1 5 88 44
2 4 61 244
3 3 22 664 2 21 42
5 1 8 8
2 8
CALCULATION O EIGHTED A8ERAGE-
,EST SECTION O ,IG ,AAAR
TA,LE :-S
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Ta#e:-S
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RAN EIGHT REFUENC0 SA/PLE
EIGHT1 5 81 45
2 4 5 2
3 3 4 147
4 2 12 24
5 1 8 8
2 784
W(%-( A(')( S)*( W(%-F'(0(/,+
?:4299
3.>2
43
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Ta#e:&-S
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Ta#e:e-S
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W(%-( A(')( S)*( W(%-F'(0(/,+
@:5299
3.4
INTERPRETATION ' T)9*( 8)G - 8(G.
A,,'%/ - -( %/-(''(-)-%/
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CALCULATION O EIGHTED A8ERAGE-
SER8ICE PRO8IDED IN ,IG ,AAR
TA,LE 15-S
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RAN EIGHT REFUENC0 SA/PLE EIGHT
1 5 73 365
2 4 46 184
3 3 37 1114 2 32 64
5 1 12 12
2 736
W(%-( A(')( S)*( W(%-F'(0(/,+
?3@299
3.@:
Ta#e15-S
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W(%-( A(')( S)*( W(%-F'(0(/,+
?95299
3.5@
Ta#e15(-S
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W(%-( A(')( S)*( W(%-F'(0(/,+
524299
4.12
Ta#e15&-S
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W(%-( A(')( S)*( W(%-F'(0(/,+
:?4299
4.3?
Ta#e15e-S
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W(%-( A(')( S)*( W(%-F'(0(/,+
?25299
3.@2
Ta#e15*-S
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W(%-( A(')( S)*( W(%-F'(0(/,+
:23299
4.11
Ta#e15-S
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:@1299
4.39
INTERPRETATION-' T)9*( 15)G - 15G.
A,,'%/ - -( %/-(''(-)-%/
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CHAPTER-5
55
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INDING
Q WERE ARE FEMALE RESPONDENT
A!E !ROUP OF BETWEEN 213 VISIT MORE IN BI! BA@AAR
HI!HEST RESPONDENDENT FAMLIY SI@E IS MORE THAN AND MINIMUM
IS .
BI! BA@AAR PRODUCT BOU!HT BY THE FAMILY MEMBER MORE THAN THE
MYSELF AND OFFICE
MOST OF PEOPLE VISIT IN THE BI! BA@AAR ONCE IN A MONTH.
MOST OF PEOPLE PREFER BI! BA@AAR DUE TO AVAILABILITY OF ALLPRODUCT IN ONE FLOOR AND SOME PEOPLE I!NORE DUE TO $UALITY OF
PRODUCT
MA"IMUM NO. OF PEOPLE LIE ELECTRONICS !OODS SECTION AND THAN
!ARMENTS SECTION.
PEOPLE HI!HLY SATISFIED TO BA!S AND LU!!A!ES AND HI!HLY
DISSATISFIED TO TOYS AND !AMES.
Q PEOPLE PEFER OTHER SHOP APART BI! BA@AAR.
PEOPLE PREFER RELIANCE MORE APART BI! BA@AAR AND PREFER LESS
SHOPPER STOP.
MOST OF THE PEOPLE AWARE AND !OT NOWLED!E ABOUT THE BI!
BA@AAR THROU!H NEWSPAPER AND T.V.
56
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AMON! 2 PEOPLE ONLY PEOPLE A!REE TO THE PUNCH LINE OF BI!
BA@AAR %.(. ? ISSE ACHA AUR SASTA AHIN NAHIN.
PEOPLE HI!HLY SATISFIED WITH THE OFFERS OF BI! BA@AAR.
PEOPLE HI!HLY SATISFIED TO THE AVAILABILITY OF PRODUCT ANDHI!HLY DISSATISFIED TO THE BILLIN! PROCESS OF BI! BA@AAR.
SUGGESTIONS
C0&-(' &('%,( &0* 9( %'(.
P'(' -')%/%/ &0* 9( %(/ - (*+((& )& - < - )--'),- '( ,0&-('&
)/ < - '(-)%/ -(. S()-%/ ),%*%-%(& ,0* 9( '%( &%/,( -('( )'( )( (*( %&%-%/ -( &-'(.
P'%,( '0,-& ,0* 9( '(0,( %/ '(' - )--'),- '( )*0)9*( ,0&-('&.
M'( 9')/( '0,-& ,0* 9( %/-'0,(.
A** -( 9%**%/ ,0/-('& &0* 9( ;(- (/( ((/ 0'%/ -(
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T( '(&()',
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2. P%*% -*(': =M)';(-%/ M)/)((/->: R(%&( E%-%/: P'(/-%,( H)** I/%): N(e! b" No
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