Training Project Report On “STUDY ON CONSUMER PERCEPTION RETAILING ORGANIZING IN INDIA” Submitted towards the partial fulfillment of requirement of Maha Maya Technical University, Noida for the award of degree of Master of Business Administration (MBA). Session (2011-2012) Submitted by: SANJEEV CHAUHAN 1
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Training Project Report On
“STUDY ON CONSUMER PERCEPTION RETAILING ORGANIZING IN INDIA”
Submitted towards the partial fulfillment of requirement of Maha Maya Technical
University, Noida for the award of degree of Master of Business Administration
(MBA).
Session (2011-2012)
Submitted by:
SANJEEV CHAUHAN
MBA IV Semester
1060670020
VIDYA INSITITUTE OF TRAINING AND DEVELOPMENT
BAGHPAT RAOD, MEERUT
1
“Comparative Study on Profitability Drivers of Indian Retail Industry and their formats”
and “challenges to unorganized retails in the current scenario”.
Submitted to: Mrs. Anshu Sharma
INDEX2
CONTENTS PAGE NO
Acknowledgement
Preface 5
Today’s Retail in India 6 -14
Key Points of Indian Organized Retail Industry 15 -16 Formats in Indian Organized Retail Sector 17 - 18
Top Major Retail Players in India 19
Objectives of the Study 20
PHASE-I
Scope of the Study 22
Research Methodology 23 - 24
Research problem and its relevance 25
Name of the Stores 26
Vishal Mega Mart 27 - 37
Big Bazaar 38 - 48
Lifestyle 49- 64
Limitations of the Study 65
Questionnaire 66 – 72
PHASE-II
Great India Place 73 - 77
3
ACKNOWLEDGEMENT
First of all we would like to thank Ms Anshu Sharma (Faculty Member) for giving us
the opportunity to do the project on comparative study on “Study on Consumer
Perception Retailing Organizing in India”. Her extended views on the Indian Retail
Industry help us with assistance, support and council without, which this project would
not have been materialized.
We would also like to express our special thanks to all the Staffs of the Vishal Mega
Mart, Big Bazaar, Life Style and Pantaloon Retails and also the various owners of Kirana
Stores for their excellent support and co-ordination without which this study could not be
fulfilled.
Thanks
Sanjeev Chauhan
4
PREFACE
We are lucky that, we got the opportunity for making the project report on “Study on
Consumer Perception Retailing Organizing in India”. For this study we visited the Malls,
Hyper Markets and Departmental Stores and in Meerut and Noida and talk to various
unorganized retailers (Kirana stores) to study the problems defined. This report is written
account of what we learnt and experienced during the survey. We wish, those going
through it will not only find it readable but also get as useful Information. The main
limitation of our experience was that as the above said organized retails industry is
reserved with corporate formalities, we had faced a little bit difficulties to fill the
questionnaire completely.
Retailing is emerging as a sunrise industry in India and it’s presently the largest employer
after agriculture. In the year 2004, the size of Indian organized retail industry was Rs
28,000 Crores, which was only 3% of the total retailing market.
The sunrise of the organized retailers in India creates a major turn in the retail industry.
Top major organized retail players are increasing their market share day by day. Their
main focus is based on FMCG and consumer durables. With modernization, Indian
culture is aping the western dressing sense and lifestyle and these techniques is
promoting by the Retailers and by this they are generating a remarkable revenue from the
Indian consumers.
5
Today’s Retail in India
Comprised of organized and traditional retail formats, Indian Retail market is estimated
to be worth US$ 511 billion, and is poised to grow to US$ 833 billion by 2013. The
organized retail that currently accounts for less than 5 per cent of the total retail market is
expected to register a compound annual growth rate (CAGR) of 40 per cent and swell to
US$ 107 billion by 2013.
A report by global consultancy firm, AT Kearney said "The consumer spending in India
has increased by an impressive 75 per cent in the last four years and will quadruple in the
next 20 years." Moreover, India recently topped the Nielsen Global Consumer
Confidence study, conducted by Nielsen, a market research company. The biannual
report revealed that Indians are "the most optimistic lot globally who think that their
country will be out of the economic recession in the next twelve months."
However the size of Organized Retail in India will exceed US$22bn mark from current
level of about US$4bn with its space requirement touching over 220mn sq. ft., by 2010,
according to The Associated Chambers of Commerce and Industry of India
(ASSOCHAM). In a Paper brought out by ASSOCHAM on `Retail Scenario in India and
Its Related Issues’, it has been stated that approx. 40mn sq. ft. is currently generating a
business of about US$4bn in organized retail.
India’s vast middle-class and its almost untapped retail industry are key attractions for
global retail giants wanting to enter newer markets and India provides for the ideal
locations. Since, Delhi and its suburbs have so far seen the growth of 100 bigger and
smaller malls, roughly 600 new malls are coming up in other metropolis and large
townships in which less than 35% of retail business is going to be transacted.
6
It is seen that over 1000 malls are in the pipelines for smaller townships in which the
retail sector is projected to grow at over 60% because of ample availability of land and
increased purchasing power of the folks living in those areas because of increased
economic activities. Naturally, the large players will prefer to go there and put up their
shops by sourcing their supplies from the places convenient to them.
Some of the key areas in which retail boom will prevail in towns beyond metros and even
large cities will include food items, FMCG products, grocery, sportswear, outerwear,
tailored clothing, eyewear, watches, footwear and accessories and the like. The retail
business that will pre-dominantly stay with malls put up in metros and large cities will
include apparel, pharmaceuticals, luxury goods and consumer durables.
Changes should be brought about in Agricultural Produce Marketing Committee (APMC)
Act (a key contributor to the large number of intermediaries) such as the introduction of
contract farming and allowing direct procurement from farmers by retail owners so that a
direct chain is established between the user and farmers for their equal benefits. It also
highlights, pointing out that even in the case of non-agricultural products such as apparel,
FMCG and general merchandise, the situation is far from ideal.
The key cause for inefficiency is the poor integration between the retailer and supplier.
None of the retailers, in view of ASSOCHAM has so far an automated system for
information exchange with their suppliers. In developed countries, retailers practice
Vendor Management Inventory (VMI) systems, where the supplier has access to the point
of sales data of the retailer and plans automatic replenishments responding to the stocks
available at the retailer.
7
Consumer Behavior and Retailing Decisions
Consumer behavior refers to the mental and emotional process and the observable
behavior of consumers during searching, purchasing and post consumption of a product
or service. Consumer behavior involves study of how people buy, what they buy, when
they buy and why they buy. It blends the elements from psychology, sociology,
sociopsychology, anthropology and economics. It also tries to assess the influence on the
consumer from groups such as family, friends, reference groups and society in general.
Buyer behavior has two aspects: the final purchase activity visible to any observer and
the detailed or short decision process that may involve the interplay of a number of
complex variables not visible to anyone.
Factors Affecting Consumer Buying Behavior
Consumer buying behavior is influenced by the major three factors:
Social Factors
Psychological Factors
Personal Factors.
A. Social Factors
Social factors refer to forces that other people exert and which affect consumers’
purchase behavior. These social factors can include culture and subculture, roles and
family, social class and reference groups.
8
B. Psychological Factors
These are internal to an individual and generate forces within that influence her/his
purchase behavior. The major forces include motives, perception, learning, attitude and
personality.
C. Personal Factors
These include those aspects that are unique to a person and influence purchase behavior.
These factors include demographic factors, lifestyle, and situational factors.
9
Consumer decision-making process generally involves five stages:
Information Search
Problem Recognition
Purchase Action
Alternative Evaluation
Post purchase Actions
Consumer Attribute affecting choice of format between organized and unorganized Retail
10
11
Retail outlet selection and brand selection:
There are three fundamental patterns, which a consumer can follow and they
Could be:
(I) Brand first, retail outlet second
(ii) Retail outlet first, brand second
(iii) Brand and retail outlet simultaneously.
A consumer wanting to buy a car may collect information on brands and purchase it from
a retail outlet based on his perception of price offered or after sales service provided by
the outlet (typically, search for information on brands is followed by retail outlet
selection in durables). In certain product categories, especially where `category killers'
exist, consumers may think of the retail outlet initially and then the brands (television,
refrigerator and audio products retailed through outlets like Vivek and Co. in the South,
could be an example).
One more dimension may be to compare brands in the evoked set at retail outlets which
also exist in an evoked set of their own. This is highly possible, especially in the Indian
context where dealers develop a social relationship with consumers, especially in semi-
urban and rural areas. Primary research could be used to discover the specific sequence
involved in a situation of this kind. A `brand first' dimension may need feature-based
advertising and a ‘retail outlet first’ dimension may require a set of point-of-purchase
(POP) materials and special training to sales personnel to recognize the needs of
consumers.
Brand first and outlet second: The brand was probably thought of by the
consumers because-
(i) The consumers may not have developed a relationship with any retailer which is
strong enough to get into the `evoked retail set' or
(ii) The brand has got into the evoked set because of advertising or positive word of
mouth. Local advertising with the mention of brand names which have already got into
the evoked set would enable consumers to be ‘pulled’ to the outlet. Primary research may
be required to identify the brands in the evoked set.
12
Organized vs Unorganized Retail:
13
In the developed economies, organized retail is in the range of 75-80 per cent of total
retail, whereas in developing economies, the unorganized sector dominates the retail
business. The share of organized retail varies widely from just one per cent in Pakistan
and 4 per cent in India to 36 per cent in Brazil and 55 per cent in Malaysia (Table 2.2).
Modern retail formats, such as hypermarkets, superstores, supermarkets, discount and
convenience stores are widely present in the developed world, whereas such forms of
retail outlets have only just begun to spread to developing countries in recent years. In
developing countries, the retailing business continues to be dominated by family-run
neighbourhood shops and open markets. As a consequence, wholesalers and distributors
who carry products from industrial suppliers and agricultural producers to the
independent family-owned shops and open markets remain a critical part of the supply
chain in these countries.
Table Share of Organized Retail in Selected Countries, 2006
CountryTotal Retail Sales (US$ bn) Share of Organized Retail (%)
USA 2,983 85
Japan 1,182 66
China 785 20
United Kingdom 475 80
France 436 80
Germany 421 80
India 322 4
Source: Planet Retail and Technopak Advisers Pvt. Ltd
Key Points of Indian Organized Retail Industry
14
1. Potential to be the third largest economy in terms of GDP in next few years.
2. It ranks high amongst the top 10 FDI destinations of the world.
3. Fastest growing tourist market in Asia.
4. World Bank states, India to be world’s second largest economy after China by the year
2050.
5. Stable and investor friendly Central Government at the helm of affairs.
6. Introduction of Value Added Tax or VAT and tax reforms.
7. High degree of professionalism and corporate ethics.
8. Excellent Investment opportunities in Indian retail sector and in allied sectors; sure and
high returns on investments.
9. To invest US $130 billion for the development of infrastructure, by year 2010.
10. Bullish stock markets.
11. Hordes of foreign investors are thronging in to invest in Indian retail markets.
12. Highly educated English speaking young workforce.
13. Vibrant and multi cultured cities.
14. Huge opportunity exists, especially in semi-rural and rural areas.
15. Till date the second largest employer after agriculture sector, for the huge semi-skilled
Indian population.
16. Offers highest shop density in the whole world.
15
17. Having almost 1,20,000 shops, across the length and breadth of the country.
Formats in Indian Organized Retail Sector
16
1. Supermarkets: A supermarket, also called a grocery store is a self-service store
offering a wide variety of food and household merchandise, organized into departments.
It is larger in size and has a wider selection than a traditional grocery store and it is
smaller than a hypermarket or superstore.
2. Hypermarkets: A hypermarket is a superstore which combines a supermarket and a
department store. The result is a very large retail facility which carries an enormous range
of products under one roof, including full lines of groceries and general merchandise. In
theory, hypermarkets allow customers to satisfy all their routine weekly shopping needs
in one trip.
3. Department Stores: A department store is a retail establishment which specializes in
satisfying a wide range of the consumer's personal and residential durable goods product
needs; and at the same time offering the consumer a choice multiple merchandise lines, at
variable price points, in all product categories. Department stores usually sell products
including apparel, furniture, appliances, electronics, and additionally select other lines of
products such as paint, hardware, toiletries, cosmetics, photographic equipment, jewelery,
toys, and sporting goods. Certain department stores are further classified as discount
department stores. Discount department stores commonly have central customer checkout
areas, generally in the front area of the store. Department stores are usually part of a retail
chain of many stores situated around a country or several countries.
4. Shopping malls: A shopping mall or shopping centre is a building or set of buildings
which contain retail units, with interconnecting walkways enabling visitors to easily walk
from unit to unit.
5. Specialty Chains: A Specialty Chains is numbers stores which are specialized in a
specific range of merchandise and related items. Most stores have an extensive width and
2. Sunglass section for the brands like Ferrari, Mojo, Mont blanc, Scott,, Guess etc.
3. Fashion accessories for the brands like Tribal Zone, Sarah, Fire Fly, Adrika,
Earrings, Necklace, Bracelet, Anklet, Bangles, Hair Clips, Bra Straps, Scrunges,
Men’s Jewelry, Kids’ Fashion.
All these product ranges are exclusively for the High grade income level customers.
The gifts section is consisting of high class home furnishings and personal grooming
products. They are introducing it by the name of “Home Centre”. It’s a one-stop
destination for furniture, home ware and home furnishings that enterprises elegance,
luxury and individuality. Home Centre houses a wide range of contemporary and classic
furniture, linen as well as other home accessories, thus providing customers a high range
products.
Revenue generated by the different departments:
REVENUE PER DEPARTMENT In 2011-12(Rs.)GARMENTS DEPARTMENT 4000000
GIFTS DEPARTMENT 1000000TOTAL 5000000
54
0
1000000
2000000
3000000
4000000
5000000
GARMENTSDEPARTMENT
GIFTSDEPARTMENT
TOTAL
Revenue in 2011-12 Department
The average revenue earned per customer basis is more Rs.6000. Comparison of revenue
generated by the each department’s is taken into consideration on an average of high
customer flow days.
FACTS AND FINDINGS
From the above analysis it’s found that the average customers in the all departments are
basically high grade income level customers. All the products ranges in the both
departments significantly refer to premium customers.
Garment Department
Overview:
In Garment department the products are mainly the major international readymade brands
and price ranges lies between Rs.800 to Rs.2000 averagely which is meant for a few
Indians customers.
Findings:
The products exclusively for a certain income level customers. Maximum products are
unreachable for the medium and average income level peoples. Whatever the stock is
quite efficient to satisfy their potential customers.
Suggestions:
They are focusing a very few Indian customers and the most of the Indian consumers
can’t afford this price ranges. So if they want to increase their market share in the Indian
retail Industry they should introduce such product ranges also which can be affordable for
55
the medium level income groups and the main customer in the retail industry lies within
it.
Gifts Department
Overview:
Gifts department is consisting of various product categories from home furnishing
products to personal grooming products.
Findings:
In the Lifestyle we have found a wider range of glass made and metal products which are
exclusive and also the quality isn’t up to the price levels. Whatever, the stock is sufficient
to satisfy its customers but the price range is found very high as a gift product in this
department.
Suggestions:
Again the Indian retail industry is targeting the medium level income group people as its
increasing day by day but the products in the Lifestyle store is meant only for the high
class consumers which is very low in population in India. Also an important point is
noted that though the volume is sufficient but the varieties in product categories as a gift
aren’t sufficient.
56
COMPARITIVE ANALYSIS OF THE STORES
On the basis of customer flows:
We have considered the average of the high customer flow days.Flow of Customer per Day
Store Name No. of CustomerVishal Mega Mart 1600
Life Style 1200Big Bazaar 2300
Vishal Mega Mart: From the study its revealed that the average customer flow is
medium grade income level customers and average grade income level customers.
57
0
500
1000
1500
2000
2500
Number of Customer
Vishal Mega Mart Life Style Big Bazaar
Name of the Store
Customer Flow per Day
No. of Customer
Life Style: The customer flows in this store is basically refers to the high and upper
medium income level customers.
Big Bazaar: They are focusing on the all income level customers but it depends on the
departments wise also.
On the basis of stock value:
Comparison of stock valueStore Name Garments Dept Gifts Dept Cards Dept Music Dept
Vishal Mega Mart 65000000 250000 77500 175000Life Style 735000000 55000000
Big Bazaar 163000000 7500000 150000 575000
Garments Department:The value of stock depends on the season. At the time of winter season it increases up to
2 to 3times than the other seasons as the price of winter garments is relatively higher than
springs-summer collection.
Vishal Mega Mart: The product in the garment section isn’t exclusive and meant for the
medium to average grade income level customers. Also they aren’t focusing on major
58
0
100000000
200000000
300000000
400000000
500000000
600000000
700000000
800000000
Vishal Mega Mart Life Style Big Bazaar
Garments Dept
Garments Dept
brands in the garment industry. All the products are unbranded and semi branded and
don’t attracts the high grade level income groups. However brand consciousness not
present but the stock volume is able to met customer satisfaction.
Life Style: All the major brand players are maintaining their stocks in garments section
as their main focus is on the Apparel products. Product ranges is very high and meant for
the high class consumers.
A high brand consciousness helping them to generate remarkable revenue with a high
stock turnover ratio and smiling face of customers.
Big Bazaar: They have their own brands in the garments department with a reasonable
price for the upper medium, medium and average class income groups. Though brand
conscious people will think at the time purchasing but customer are satisfied with the
stock and as well as quality related to price.
Gifts Department:
59
0
10000000
20000000
30000000
40000000
50000000
60000000
Vishal Mega Mart Life Style Big Bazaar
Gifts Dept
Gifts Dept
Vishal Mega Mart: They are not focusing on the gifts stock for the result customer flow
and revenue from this section is very low and no point is gaining for the customer
satisfactory level.
Life Style: A very large investment in the gifts section is found at the time of study. They
are basically emphasizing on introduction of personal grooming products and home
furnishing products in the gifts section. This department is solely for the upper class
consumers and customer satisfactory level is remarkable.
Big Bazaar: A wider range of products is found in gifts section for the all income level
people. Though the variety in the product categories is high but the volume of stock in
the same product is low. However customers are happy with the large number of
collection of gifts items.
Cards Department:
60
020000400006000080000
100000120000140000160000
Vishal Mega Mart Life Style Big Bazaar
Cards Dept
Cards Dept
Vishal Mega Mart: Stock in this department is taken care as relatively low and it’s
considered as a seasonal business.
Big Bazaar: Stock in this department is taken care as relatively low and it’s considered
as a seasonal business.
Music Department:
Vishal Mega Mart: Music department is consisting of music, movies and games CD-
DVD’s. The stock of game CD-DVD’s is higher than the others and price range is
relatively not for the medium and average income groups though they are focusing on
this income group only and a result they failed to satisfy their customer needs.
Big Bazaar: Their music department is also consisting of music, movies and games CD-
DVD’s and they have maintained a good balance between the stock level in all the
categories. And also a remarkable change is noted that they selling very low range
products within this copyright product categories. They customer satisfaction level is
high with the fulfillment of their needs.
61
0
100000
200000
300000
400000
500000
600000
Vishal Mega Mart Life Style Big Bazaar
Music Dept
Music Dept
On the basis of revenue:
Comparison of RevenuesStore Name 2004-05(Rs.) 2011-12(Rs.)
Vishal Mega Mart 58500 196800
Life Style ----------- 5000000
Big Bazaar 160500 481500
IN 2004-05:
At the time of sunrise of organized retail industry in India, the scenario was not been like
present days. At that time it was a very new concept of marketing for the Indian
consumers. Only the high class level and a few upper medium class income group
customers were visiting to those retail markets. The perception of middle and lower class
62
0
1000000
2000000
3000000
4000000
5000000
Vishal Mega Mart Life Style Big Bazaar
Comparison of Revenues
2004-05(Rs.)
2011-12(Rs.)
peoples was that these stores had over-valued their products and to some extent it was
right also.
IN 2011-12:
Now a day’s shopping in the retail stores is a very common things. Peoples are habituated
to go into the retails in the weekends. Day by day the organized retailers are becoming
stronger to attract customers. Hyper- markets like Vishal mega mart, Big Bazaar, Home
town have the stock to fulfill all the needs of customers from alpine to elephant.
On the basis of Revenue per customer:
For the study of revenue per customer, we have taken the contribution of total customer
flow on the total revenue of the stores on an average of high customer flow days.
Revenue per customer basisStore Name 2004-05(Rs) 2011-12(Rs)
Vishal Mega Mart 450 1350Life Style 6000Big Bazaar 650 2100
Vishal Mega Mart: Though the revenue per customer of the Vishal mega Mart increased
from 2004-05 to 2011-12 but the revenue per customer is significantly low than others.
63
0
10002000
3000
4000
5000
6000
Vishal Mega Mart Life StyleBig Bazaar
Comparison of Revenue per customer
2004-052011-12
As their main customer base is medium and average income group customers and also
customer flow is low so it generates significantly low revenue per customer.
Life Style: The customer flows in this store is basically refers to the high and upper
medium income level customers and though their customer flow is lower but their return
on investment is high so it helps to earn a high income per customer.
Big Bazaar: They are focusing on the all income level customers with a high customer
flows per day and have a base of brand consciousness amongst the customer which’s
helping them to increase their revenue per customer. Also there is a major contribution of
the others departments like grocery and vegetables department towards the per customer
revenue.
64
LIMITATIONS OF THE STUDY
In attempt to make this project authentic and reliable, every possible aspect of the topic
was kept in mind. Nevertheless, despite of fact constraints were at play during the
formulation of this project. The main limitations are as follows:
Due to limitation of time only few retail stores are taken into consideration of this
study. So the sample of retailers was not enough to generalize the findings of the
study.
The main source of data for the study was primary data with the help of self-
administered questionnaires. Hence, the chances of unbiased information are less.
Concern person from the organized retail stores were hesitant to disclose the true
facts as the data related to strategic secrets.
The chance of biased response can’t be eliminated though all necessary steps were
taken to avoid the same.
65
ASIA PACIFIC INSTITUTE OF MANAGEMENT STUDIES(This research is done only for the education purpose. There is no financial/competitive motive.)
Questionnaire (General)
A. Store name:
B. Location of the Store:
(i) Mall (ii) General (iii) Densely populated area
C. Which kind of customers generally visit at your store?
(i) High grade income level
(ii) Medium grade income level
(iii) Average grade income level
D. Flow of customer per day in your store:
(i) Below 500 (ii) 500 to 1000 (iii) 1000 to 1500
E. Revenue earned per customer basis:
In 2004-05 Rs. In 2011-12 Rs.
66
F. In which department stock is being taken care comparatively in a lightly way?
(i) Garments (ii) Gift items (iii) Cards (iv) Music
(v) None of this
If not why you are emphasizing on every segment?______________________________________________________________________________________________________________________________________.
G. Does the brand consciousness of customers divert them to the different departments ?
Yes No
If yes which type of customer?
Young Old child Beauty conscious people
H. Is the Information Technology helping in ROI of the store?
Yes No
If yes then which features is/are motivating?
ERP Online Adv SAP/Tally Information Security
I. Does the good atmosphere in the store pick the sale up?
Yes then why? ________________________________________.
No then why? ________________________________________.
67
(This research is done only for the education purpose. There is no financial/competitive motive.)
Questionnaire (Garment Department)
A. Which kind of customers generally visit at your garment section and their flow?
(i) High grade income level Flow %
(ii) Medium grade income level Flow %
(iii) Average grade income level Flow %
B. Revenue generated by Garment section in your store
(i) High grade income level: Revenue in 2004-05
Revenue in 2011-12
(ii) Medium grade income level: Revenue in 2004-05
Revenue in 2011-12
(iii) Average grade income level: Revenue in 2004-05
Revenue in 2011-12
68
C. Value of average stock maintained in Garment section: Rs.
D. Is your stock efficient to revamp the Customer satisfaction in your store?
(i) Yes (ii) No(This research is done only for the education purpose. There is no financial/competitive motive.)
Questionnaire (Gifts Department)
A. Which kind of customers generally visit at your Gift section and their flow?
(i) High grade income level Flow %
(ii) Medium grade income level Flow %
(iii) Average grade income level Flow %
B. Revenue generated by Gift section in your store
(i) High grade income level: Revenue in 2004-05
Revenue in 2011-12
(ii) Medium grade income level: Revenue in 2004-05
Revenue in 2011-12
(iii) Average grade income level: Revenue in 2004-05
69
Revenue in 2011-12
C. Value of average stock maintained in Gift section: Rs.
D. Is your stock efficient to revamp the Customer satisfaction in your store?
(i) Yes (ii) No
(This research is done only for the education purpose. There is no financial/competitive motive.)
Questionnaire (Music Department)
A. Which kind of customers generally visit at your Music section and their flow?
(i) High grade income level Flow %
(ii) Medium grade income level Flow %
(iii) Average grade income level Flow %
B. Revenue generated by Music section in your store
(i) High grade income level: Revenue in 2004-05
Revenue in 2011-12
(ii) Medium grade income level: Revenue in 2004-05
Revenue in 2011-12
(iii) Average grade income level: Revenue in 2004-05
70
Revenue in 2011-12
C. Value of average stock maintained in Music section: Rs.
D. Is your stock efficient to revamp the Customer satisfaction in your store?
(i) Yes (ii) No(This research is done only for the education purpose. There is no financial/competitive motive.)
Questionnaire (Cards Department)
A. Which kind of customers generally visit at your Cards section and their flow?
(i) High grade income level Flow %
(ii) Medium grade income level Flow %
(iii) Average grade income level Flow %
B. Revenue generated by Cards section in your store
(i) High grade income level: Revenue in 2004-05
Revenue in 2011-12
(ii) Medium grade income level: Revenue in 2004-05
Revenue in 2011-12
(iii) Average grade income level: Revenue in 2004-05
71
Revenue in 2011-12
C. Value of average stock maintained in Card section: Rs.
D. Is your stock efficient to revamp the Customer satisfaction in your store?
(i) Yes (ii) No
Questionnaire filled up by :Designation :Age :Working here for :Date & Time :Place :
(Be sure that all the details will be kept in safe and will not be disclosed or used on any others purpose)
Thanking for your valuable time and support.
72
PHASE-II
73
74
THE GREAT INDIA PLACE
Formats of the stores in the Great India Place:
SRL NO NAME OF THE STORE TYPE OF THE STOREGROUND FLOOR
1 GLOBUS SPECIALITY CHAIN2 LIFE STYLE DEPARTMENTAL STORE3 BOSSINI SHOP4 METRO SHOES SPECIALITY CHAIN5 WOODLAND SPECIALITY CHAIN6 TANABANA SHOP7 BOMBEY SELECTION SHOP8 M & B FOOTWARE SPECIALITY CHAIN9 NAKSHATRA SPECIALITY CHAIN10 MARKS & SPENCER DEPARTMENTAL STORE11 LEVIS FLAGSHOP SPECIALITY CHAIN12 GIOVANI SHOP13 SHOPPERS STOP DEPARTMENTAL STORE14 PANTALOONS DEPARTMENTAL STORE15 INDIGO NATION SPECIALITY CHAIN
75
16 LILLIPUT SPECIALITY CHAIN17 WILLS LIFESTYLE DEPARTMENTAL STORE18 KAZO SHOP19 COSTA COFFEE SPECIALITY CHAIN20 KFC SPECIALITY CHAIN21 PIZZA HUT SPECIALITY CHAIN22 ZARDARI SHOP23 DIMENSION SHOP24 KILOL SHOP25 KALPANA SAREES SPECIALITY CHAIN26 MEENA BAJAR DEPARTMENTAL STORE27 ZODIAC SPECIALITY CHAIN28 REEBOK SPECIALITY CHAIN29 BG's SPECIALITY CHAIN30 ARCHIES SPECIALITY CHAIN31 WORLD OF TITAN SPECIALITY CHAIN32 HOME TOWN HYPER MARKET33 BIG BAZAAR HYPER MARKET
FIRST FLOOR
34 MONTE CARLO SPECIALITY CHAIN35 REID & TAYLOR SPECIALITY CHAIN36 PALL MALL SHOP37 CAFÉ COFFE DAY SPECIALITY CHAIN38 RAYMOND SPECIALITY CHAIN39 SAMSONITE SPECIALITY CHAIN40 SHOPPERS STOP DEPARTMENTAL STORE41 VEN HEAUSEN SPECIALITY CHAIN42 ADIDAS SPECIALITY CHAIN43 SPYKAR SPECIALITY CHAIN44 REEBOK SPECIALITY CHAIN45 LEE SPECIALITY CHAIN46 NIKE SPECIALITY CHAIN47 GLOBUS SHOP48 PUMA SPECIALITY CHAIN49 MOUSTACHE SPECIALITY CHAIN50 GILI WORLD SPECIALITY CHAIN51 BLACKBERRY SPECIALITY CHAIN52 RITU KUMAR SPECIALITY CHAIN53 HIMALAYA OPTICAL SPECIALITY CHAIN54 LACOSTE SPECIALITY CHAIN55 KODAK EXPRESS SPECIALITY CHAIN
73 HOOP SHOP74 BARISTA SPECIALITY CHAIN75 BOWLING CO SPECIALITY CHAIN76 YATRA SPECIALITY CHAIN77 STREET FOOD OF INDIA SPECIALITY CHAIN78 NIRULA's SHOP79 TANDOORI VILLAGE SHOP80 YO CHINA SPECIALITY CHAIN81 SAGAR RATNA SHOP82 SANRIO SHOP83 ICE CURE SHOP84 BIG CINEMAS SPECIALITY CHAIN85 MUSIC LAND SPECIALITY CHAIN86 MASAKALI SHOP87 MY DOLLER STORE SPECIALITY CHAIN88 JUMBO ELEVTRONIC SHOP89 STAPLES SPECIALITY CHAIN90 FIT & ACTIVE GYM SHOP