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  • 1. APROJECT REPORTON THE STUDY ON CUSTOMER SATISFACTION OFPEOPLE OF VADODARA AT VADODARA CENTRAL Undertaken at:VADODARA CENTRAL, VADODARASubmitted by: SAGAR GAUR. M(06MBA53) Guided by: MR. BHAVESH VANPARIYA MBA (2007-08) SHRIMAD RAJCHANDRA INSTITUTE OF MANAGEMENT AND COMPUTER APPLICATION 1

2. DECLARATIONI hereby declare that the summer project report titled The study oncustomer satisfaction of people of Vadodara at Vadodara Central referenceto Vadodara city is an original piece of work done by me for the fulfillmentof the award of degree of Master of Business Administration, and whateverinformation has been taken from any sources had been duly acknowledge.I further declare that the personal data & information received from anyrespondent during survey has not been shared with any one and is used foracademic purpose only.SAGAR GAUR .M2 3. ACKNOWLEDGEMENTI wish to convey my special thanks to Mr. Rajesh Gandhi (Sr.Mark Mang)and to Miss. Arpita Joshi (Asst Mark Mang) at Vadodara Central, who hasbeen a constant source of inspiration and encouragement to me. I feel immense pleasure in expressing my deep sense of respect andindebtedness to my institute project guide, Mr. Bhavesh Vanpariya, Faculty,Shrimad Rajchandra Institute of Management & Computer application,Tarsadi for his valuable guidance throughout preparation of this report.I feel immense pleasure to thank Dr. Bankim Patel, Director, ShrimadRajchandra Institute of Management & Computer application (SRIMCA),Tarsadi for making available all facilities in fulfilling the requirements forthe research work.I am sincerely thankful to all the faculty member of MBA department whodirectly or indirectly supported me during the project. I am also thankful toall the non-teaching staff of SRIMCA for their kind support.SAGAR GAUR.M3 4. EXECUTIVE SUMMARYPurpose: - To study the customer satisfaction of people of Vadodara atVadodara Central.Design methodology approach:-The project report includes the information regarding the industry profile,profile of Pantaloon Retail India Ltd and about Central. It also gives detailsabout the major findings from study and the research methodology, dataanalysis and interpretation, conclusion and suggestions to improve theperception and satisfaction level of the customers of Vadodara Central.Data Collection:-In the research project the primary data collected through questionnaire.And my sample size was 150 customers of the Vadodara Central at NearGenda circle, Wadi Wadi, Baroda.Statistical Tools:-For analysis purpose, SPSS (Statistical Package for Social Science) soft warewas used through which I had done different tests for the data analysis andinterpretation purpose like (One sample T test, Eta test, Chi square test,Correlation, Cross tabulation).Research design and Sampling method:-The research design is descriptive. Sampling design is Non-probability andsampling method is convenience sampling because of time and moneyconstraints. The sample size is 150 customers of Vadodara Central, NearGenda circle, Wadi Wadi, Baroda. (51 students, 22 professional, 27business person, 36 Govt & Pvt service, 10 self employed & retired and 4house wives).Conclusion and Findings:-The wide range of the product is available for all the age group people atcentral. The people are satisfied with the service quality and they feeloutstanding about the staff of the Central. The arrangements of theproducts and physical facility are very good.People are preferred Central as most preferred destination for shoppingat Vadodara city and most of the people are visiting the mall twice and4 5. thrice in a month for shopping. The major purchase done by the 20 to 30years of the age group people.Pantaloons and Westside are the other preferred choice for the people ofVadodara for shopping in the Vadodara city.Recommendation:-Some more products which are needed for the life style maintaining and therange of the available products should be increased.The Vadodara Central will face a close competition from Big Bazaar and upcoming retail malls and retail malls which are existing from other malls ofdifferent business groups, so the Central should also concentrate on middleclass of peoples and put some product of lower price so that they will alsopreferred Central for the shopping than other stores. 5 6. TABLE OF CONTENTSSr. TopicPageNo.No.1.0 Introduction1.1 Industry Profile 101.2 Company Profile121.3 Central Profile131.4 Literature Review142.0 Research Methodology2.1 Problem definition 172.2 Objectives of Study182.3 Research Methodology 182.4 Statistical Test Used212.5 Statistical terms used 213.0 Data Analysis & Interpretation 234.0 Conclusion 835.0 Recommendations856.0 Bibliography 87Appendix 89 6 7. INTRODUCTION 7 8. INTRODUCTION1.1 INDUSTRY PROFILERetail is Indias largest industry, accounting for over 10 percent of thecountrys GDP and around eight percent of the employment. Retail industryin India is at the crossroad. It has emerged as one of the most dynamic andfast paced industry with several players entering the market. But becauseof the heavy initial investments required, break even is difficult to achieveand many of these players have not tasted success so far. However, thefuture is promising, the market is growing, government policies arebecoming more favorable and emerging technologies are facilitatingoperations.Retailing in India is gradually inching its way toward becoming the nextboom industry. The whole concept of shopping has altered in terms offormat and consumer buying behavior, ushering in shopping in India.Modern retail has entered India as seen in sprawling shopping centers,multi-stored malls and huge complexes offer shopping, entertainment andfood all under one root.The Indian retailing sector is at an inflexion point where the growth oforganization retailing and growth in the consumption by the Indianpopulation is going to take a higher growth trajectory. The Indianpopulation is witnessing a significant change in its demographics. A largeyoung working population with median age of 24 years nuclear families inurban areas, along with increasing workingwomen population and emergingopportunities in the services sector are going to be the key growth drivers ofthe organized retail sector in India.SomeKeyFacts:-- Retail is Indias largest industry, accounting for over 10 per cent of thecountrys GDP and around eight per cent of the employment- The market size of Indian retail industry is about US $312 billion- Organized retailing comprises only 2.8 per cent of the total retailingmarketand is estimated at aroundUS$ 8.7billion- The organized retail sector is expected to grow to US $ 70 billion by20108 9. Every company is interested in organized retail, and too much money iscoming into the industry. Three big groups comprising Reliance industries,the Bharti-Wal-Mart combine, TATA and the Aditya Birla group have liedup investments in excess that figure. Then there is other like the Herogroup that is talking of getting into organized retail.The reason for so much investment in that industry is that retail is astrategic industry. Its the point where supply ad demand converges.Anyone who controls this point even in any significant way-can become adecisive force in the economy, but the bigger reason why companies are sointerested in organized retail is the sheer size of the opportunity. Currently,organized retail covers only 3% of the total market which is very lesscompared to over 60-70% levels in western countries.No fresh demand needs to be created, it already exists. The only challengeis to pull consumers away from Kirana stores, or roadside hawkers orneighborhood markets into cleaner and better laid out shoppingenvironments. Indeed, when retailer is down, its not because there was nodemand, its usually because the retailer wasnt efficient enough to giveconsumers a better value proposition.9 10. 1.2 COMPANY PROFILEPantaloon Retail (India) Ltd, is Indias leading retail company with presenceacross food, fashion, home solutions and consumer electronics, books andmusic, health, wellness and beauty, general merchandise, communicationproducts, e-tailing and Leisure & Environment.Headquartered in Mumbai (Bombay), the company operates through 3.5million square fact of retail space, has over 100+ stores and 30+ cities inIndia and employs over 14,000 people. The company owns and managesmultiple retail formats catering to a wide cross-section of the Indian societyand its width ad depth of merchandise helps it capture almost the entireconsumption basket of the Indian consumer.For the financial year ended June 2006, it had gross sales of Rs. 2,018.76cr.Founded in 1987, pantaloon Retail forayed into retail in 1997 with theopening up of a chain of department stores, Pantaloons.In 2001, it launched Big Bazaar, a hypermarket chain, followed by FoodBazaar, a supermarket chain. It went on to launch Central, a first of itskind, seamless mall located in the heart of major Indian cities. Some of itsother formats include, Collection I (home improvement products), E-Zone(consumer electronics), Depot (books, music, gifts and stationeries), all(fashion apparel for plus-size individuals), Shoe Factory (footwear) and BlueSky (fashion accessories). It has recently launched its e-tailing venture;some of the groups subsidiaries include Home Solutions Retail India Ltd,Future Bazaar (India) Ltd and Converge M Retail (India) Ltd, which leads thegroups foray into home improvement, e-tailing and communicationproducts, respectively.Other group companies include Pantaloon Industries Ltd, GalaxyEntertainment and Indus League Clothing. It has also entered joint ventureagreements with a number of companies including ETAM group, Gini &Jonnie, Liberty Shoes and Planet Retail, a company that owns thefranchisee of international brands like Marks & Spencer Debenhams andGuess in India. 10 11. 1.3 CENTRALVadodara Central a Seamless Mall in t