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Summer Report on Summer Training

Apr 08, 2018

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    Reliance Retail LimitedMystery Shopping assessment

    2011

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    INDEX

    1. CERTIFICATE OF THE GUIDE 10

    2. STUDENTS DECLARATION 11

    3. ACKNOWLADGEMENT 12

    4. DEFENITION OF MYSTERY ASSESMENT 13

    5. INTRODUCTION OF PROJECT 15

    6. HISTORY OF RELIANCE RETAIL 16

    6.1. Foundation of Reliance Retail 17

    6.2. The Vision 18

    6.3. The Mission 18

    7. AN ANALYSIS OF RELIANCE RETAIL 19

    7.1. Low-Cost Leadership Strategy 20

    7.2. Differentiation Strategy 20

    7.3. Organization Structure 21

    7.4. External Environment 22

    7.5. Global Expansion 23

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    7.6. Information as a Weapon 24

    7.7. Financial Performance and Analysi 26

    7.8. Ethics & Culture 278 . RETAIL SECTOR-AN OUTLOOK 2 8

    8.1. Industry Analysis 28

    8.2. BIG BAZAAR 288.3. EASY DAY 30

    8.4. VISHAL MEGWAD 31

    8.5. Vodafone -Essar (Erstwhile Hutchison Group) 329. RELIANCE NETCONNECT DIVISION 33

    9.1. Introduction 33

    9.2. RCOM products in Reliance Netconnect Department 33

    9.2.1. Value Based Plan 34

    9.2.2. Advance Rental Plan 35

    9.2.3. Time based plan 35

    9.2.4. Prepaid Options 36

    9.3. Evaluation criteria & parameter of competitors 36

    9.4. Reliance Data Card - an insight 37

    9.5. Product 3 8

    9.6. Packaging 3959.7. Price 40

    9.8 . Promotion 41

    9.9. Bundling 41

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    10. MARKET RESEARCH 42

    10.1. Overview of Research 42

    10.2. Introduction 43

    10.2.1. Problem or Opportunity 43

    10.2.2. Background of the study 43

    10.3. An overview of internet and wireless connectivity 44

    10.3.1. Definition of internet 44

    10.3.2. Common uses of the Internet 45

    10.3.3. Driving growth of internet data card 4610.3.4. The Deterrents 47

    11. CONSUMER BEHAVIOUR THEORIES 4 8

    11.1. Consumer perception and consumer behavior 48

    11.2. Consumer decision process 49

    11.2.1. Predispositions (Before Purchase) 49

    11.2.2. Product Need 50

    11.2.3. External Search 50

    11.2.4. Evaluation of Alternatives 51

    11.2.5. Purchase Activity 51

    11.2.6. Post Purchase Behaviour 52

    11.2.7. Predispositions (After Purchase and Use) 52

    11.3. CONSUMER PERCEPTION 53

    11.3.1. Introduction 53

    11.3.2. Factors in perception 53

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    11.4. Consumer behaviour towards internet data card 55

    11.4.1. Problem recognition 56

    11.5. Information Search 56

    11.6. Product Evaluation 57

    11.7. Purchase Activity 58

    11.8. Post Purchase Activities 5811.9. Perceived benefits of internet data card 59

    11.9.1. Convenience 60

    11.9.2. Time saving 6011.9.3. Economical 60

    11.10. Perceived risk of internet data card 61

    11.10.1. Risk of internet connection speed 61

    11.11. Research objective 62

    11.12. Research question 62

    711.13. Research boundaries 62

    11.14. Research design 63

    11.14.1. Validity and Reliability test of the questionnaire 64

    11.14.2. Validity Test 64

    11.14.3. Reliability Test 65

    11.14.3.1. Cronbachs Reliability Test 66

    11.15. Research tactics 66

    11.15.1. The theoretical population 66

    11.15.2. Sampling Frame 67

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    914.6. Age Profile of Sample Population 10614.7. Internet Data Card Preference 10614. 8 . Recall Pattern 10614.9. User Preference 107

    14.10. Respondents preference of Internet Connection 10714.11. Brand Satisfaction of Reliance 10 8 14.12. Brand Loyalty 10 8 14.13. Price Sensitivity in Internet data card Market 10914.14. Fishbein Analysis 10914.15. Average attitude perception score of each brand 11014.16. Factor Analysis 11114.17. Cluster Analysis 11214.1 8 . References 115

    CERTIFICATE BY THE GUIDE

    PLACE

    DATE

    SIGNITURE OF THE GUID:-

    NAME AND OFFICIAL ADDRESS OF THE GUIDE:-

    DISGNATION AND EXPERIENCE:-

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    Students DeclarationI, Mr. Raman Kumar Jha. hereby declare that the Project Work titledMystery shopping assessment with a focus on perception of how mystery audit cab be done inmany retail shop. The original work done by me and submitted to the TAXILA BUSINESSSCHOOL JAIPUR RAJASTHAN fulfillment of requirements for the award of Post GraduateDeploma In Business Management(Area of specialisation) is a record of original work done by me under thesupervision of Ms Rupali kesliwal of RELIANCE RETAIL LTD. (Orgn. of the guide)Date: 15 March 2011

    Signature of the Student

    ACKNOWLEDGEMENTFirst of all I would like to thank the Management at Reliance Retail limitedfor giving me the opportunity to do my one and half month project training in their

    esteemed organization. I am highly obliged to Ms. RUPALI KASLIWAL (Chief manager of Reliance Retail Limited Jaipur) for granting me to undertake my training at Reliance RetailLimited Jaipur RajasthanI would like to express my gratitude to all the management hierarchywho has been provided me with guidance, inspiration, perspective and stimulating discussion,throughout the writing of this report. His/her constant review and excellent suggestionsthroughout the project are highly commendable.A study like this can not be completed withouthelp from other persons and therefore I would like to express my gratitude to Mr.Vivek Ajadnorthwest zon head [M .P. ,GUJRAT, RAJASTHAN] to provide me crucial guidance in theanalytical part of this

    Project.

    My heartfelt thanks go to all the executives who helped me gain knowledgeabout the actual working and the processes involved in various departments.Finally, we would like to thank our friends and family member for giving us

    EXCUTIVE SUMMERY

    This data field is the sum of expenses transferred to the deferred revenue expenditure andexpenses that were transferred to other unspecified accounts in the presentation of the expenses

    by the company.

    Both these items are reduced from the overall expenses of the company.

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    When benefits of certain revenue expenditure incurred by a company during a year are expectedto accrue not only in the year in which these expenses were incurred but also in the subsequentyears then, these expenses are not charged entirely to the profit and loss account in the year inwhich they are incurred. Instead, the amount is transferred to the balance sheet as a deferredrevenue expenditure.

    Again, when a company presents its accounts with entries such as "transferred to other expenseheads" under a list of expenses and we do not know as to from which particular expense thetransfer has been made, we report the amount of transfer against this particular head so as toreduce the overall expenses of the company. For example, a company may report that it incurredan expense of Rs.100 on repairs and maintenance, (Rs.30 on repairs of buildings, Rs.50 on sayrepairs of plant and machinery and the remaining Rs.20 on repairs of vehicles.) Of this it chargedRs.10 to Other expense heads. However, it may not state from which head of repairs it hascharged these ten rupees, and also to which particular expense head. In such cases, where we donot have any specific information as to from which particular expense head the deduction for transfer is to be made, we capture the gross expenditure amount in the respective data fields andthe Rs.10 amount transferred to Other expense heads is posted in this data field - "Expenses

    charged to other expenditures".

    5. INTRODUCTION OF PROJECT

    Take control and make the most of winning. A Retail Active mystery shopping programme is

    designed to make a significant step change in business performance. Our mystery shopping team

    are experts in turning pioneering research into measurable ways to make a big difference. If you

    are looking to make a substantial and lasting improvement then look no further.

    Customers perception is reality, make the most of winning in business with powerful

    mystery shopping research.

    We create tailor made mystery shopping improvement solutions to drive performance, sales and

    customer loyalty. Our mystery shopping programmes are unique and utilise the following suite

    of mystery shopping research tools:

    y Customer & Staff Satisfaction Surveys (independent online surveys)

    y Mystery Shopping (customer experience evaluations)

    y Benchmarking (regular competitor progress tracking)

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    y Best Practice Management (tools and processes to achieve flawless execution)

    y Our mystery shopping programmes are dedicated to help increase customer satisfaction, boost

    y Brand Audits (bespoke operational evaluations)

    y sales performance and build staff competence, resulting in increased profitability.

    Powerful Mystery Shopping Research

    Our mystery shopping and brand audit programmes are unique, our systems are the most

    advanced and proactive available.

    Retail Active mystery shopping services identify and guide you through the critical

    business issues that affect customer loyalty, satisfaction and sales. We help you to engage

    the issues to positively affect performance improvement.

    Award Winning Mystery Shopping Training

    We leave nothing to chance! Our award win

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