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“A STUDY ON CONSUMER SATISFACTION

TOWARD’S RELIANCE FRESH STORES IN

NEW DELHI “

OPERATION NAMASTE

For The Award Of

POST GRADUATE DIPLOMA IN

MANAGEMENT

Submitted To:

SCHOOL OF MANAGEMENT SCIENCES

Submitted by:

GAURAV KUMAR GUPTA(Roll No. : PG/08/14)



ABSTRACT

The field of Retail Industries has taken a giant leap at the threshold of

twentieth century. Retail Industries have become an integral part of life of

man all over the globe. The proverb ‘Need is the mother of invention’ is

proving equally correct in case of Retail Industries.

Retail Industries have already had a considerable impact on many aspects of

our society. This Project on “ A study on Consumer Satisfaction

towards Reliance Fresh new delhi (west Region)” Deals with

the automation of various activities done in Retail Industries like how the

Retail Industries company doing there business and what is the Market

strategy and what is supply chain Management of Retail Industries.



ACKNOWLEDGEMENT

I am hearty grateful to Mr. Sudhir Sharan sir (Director) . Hehas always been an invaluable source of inspiration.

It gives me immense pleasure in submitt ing this project on “ A

study on Consumer Satisfaction towards Reliance Fresh

New Delhi (west Region)”. I have developed th is project in

partial fulf i l lment of P.G.D.M from ‘”SCHOOL OF MANAGEMENT

SCIENCE” LUCKNOW

I would l ike to express my s incere thanks to my Project Guide

Mrs. Pooja Pathak for her constant guidance and valuable

support during the project work and also for her Encouragement

and excel lent guidance in the successfu l complet ion of the

project work.

And of course nothing could have come true without the support

of my family, and fr iend’s constant encouragement and useful

t ips through out my project . I w i l l a lways be grateful to a l l of

them.



DECLARATIONDECLARATION

I here by declare that this summer project Report titled “A study on

Consumer Satisfaction towards Reliance Fresh New Delhi

(west Region)” is the result of my own effort in the training which I did

as a part of the curriculum, for the fulfillment of POST GRADUATE

DIPLOMA IN MANAGEMENT (PGDM). It has not been duplicated from any

other earlier works and all information provided in this report is genuine.

This Report is submitted for the partial Fulfillment of PGDM program. It has

not been submitted to any other university or for any other degree.

Gaurav Kumar gupta

PGDM-MarketingSchool of Management Sciences



Certificate

This is to certify that the project report entitled “A study on ConsumerSatisfaction towards Rel iance Fresh New Delhi (west

Region) has been prepared by Mr. Gaurav Kumar gupta in partialfulfillment of the requirement for the award of PGDM from “SCHOOL OFMANAGEMENT SCIENCES LUCKNOW” has been carried out under mysupervision and guidance and that no part of report has been submitted forthe award of any other degree.

Place:

Date:

Signature of

project Guide:-



CONTENTS

Chapter 1. Introduction & Background

1.1 Company Profile

1.2 Objective of the Project

Chapter 2 . Research Methodology & Design

Chapter 3 . Data Collection Analysis & Interpretation

Chapter 4. Research Findings

Chapter 5. Analysis of Finding/Information & Conclusion

Chapter 6. Limitations of the project

Chapter 7. Suggestion & Recommendations#

AppendicesQuestionnaire

References

Books

Web sources



Chapter 1

INTRODUCTION&

BACKGROUND

COMPANY PROFILE



FOUNDER

"Growth has no limit at Reliance. I keep revising my vision.Only when you can dream it, you can do it."

Dhirubhai H. AmbaniFounder Chairman Reliance GroupDecember 28, 1922 - July 6, 2002

Dhirubhai Ambani founded Reliance as a textile company and led itsevolution as a global leader in the materials and energy value chainbusinesses.

He is credited to have brought about the equity cult in India in thelate seventies and is regarded as an icon for enterprise in India. Heepitomized the spirit 'dare to dream and learn to excel'.

The Reliance Group is a living testimony to his indomitable will,single-minded dedication and an unrelenting commitment to hisgoals.



BOARD DIRECTOR OF RELIANCEINDUSTRIES

Mukesh D. AmbaniChairman & managing director

Nikhil R. Meswani Hital R. MeswaniH.S.Kohli Executive Director Executive Director ExecutiveDirector



Organization History

Giant corporations like Wal-Mart and Reliance have started to try and takeover the Indian retail sector. The entry of the giant corporate retail in India’sfood market will have direct impact on India’s 640 million farmers and 30million people employed in tiny retail. More than 6600 mega stores areplanned with Rs. 30,000 crore by 2011.Our case is intended to cover two primary objectives which are:

First, when experts and giants like future group Wal-Mart and Reliance theyare ready to start operations in retail what kind of strategies and structurethey would be having to get the competitive edge over each other andestablished small and unorganized retailers.Second, what kind of impact has been on other retailers includingunorganized ones with the opening of Reliance Fresh stores?

In the following case findings about Reliance Fresh were quite awakeningand exemplary.Even after recent shutdown of Reliance fresh stores from UP andunwelcoming vibes from states like Kerala, West Bengal, Orissa and

Jharkhand for its retail format (which was allegedly capturing theunorganized sector and leaving thousands of self employed people jobless)Reliance was not in any mood to hamper its 24000 crore plan. Relianceresponded with superb strategy in which it shifted its focus from retailer tobeing a supplier i.e. targeting hawkers, vendors, Push cart wheelers insteadof customers.Big retailers like Reliance have huge resources and network which directlyimpacted many of the retailers some of whom are planning to quit. In oursample size of 74 retailers more than 20 agreed to have lost as much as 40%of their sales. This case also discusses pros and cons of contract farming which on one part

assures farmers of price for their crop and knowledge aboutfertilizers and seed but on other side has some obvious drawbacks likemonopoly of big retailers.

As a big market in which organized sector is poised to grow with 24% - 20%annually our government must come with appropriate regulations to savesmall retailers and our agricultural sector.



BACKGROUND OF RETAIL

India is a land of retail democracy- hundreds of thousands of weekly haats

and bazaars are locatedacross the length and breadth of our country by people’s own self-organizational capacities. Ourstreets are bazaars – lively, vibrant, safe and the source of livelihood formillions. India has thehighest shop density in the world, with 11 outlets per 1000 people. This doesnot include the village haats.Our retail democracy is characterized by1. High levels of livelihoods in retail with nearly 30 million employed whichaccounts for 8%of the employment and 3% of the entire population.

2. High levels of self - organization.2. Low capital input3. High levels of decentralization

Retail in India has started with the concept of weekly markets, where all thetraders gather at onebig place to sell their products every week. The people come to these weeklymarkets to buy thehousehold items for the next one week. Village fairs and melas were alsocommon as it had more of an entertainment value. Once the people startedgetting busy with their lives and when they turned entrepreneurial, thereemerged the mom and pop shops and the kiranas in the neighborhood. Afterindependence, came into existence the system of Public distribution of foodsthrough the ration shops, where food grains, sugar and oil for the dailyconsumption were distributed at subsidized rates through the governmentration shops. The modern corporate retail formats are of the exclusive brandoutlets, hypermarkets and supermarkets, departmental stores and shoppingmalls. But still the Indian consumer depends on the self-organized retailshops for their daily needs.

This is largely due to the excellent food retailing system that was establishedby the kirana (mom and-pop) stores that continue meet with all therequirements of retail requirements albeit withoutthe convenience of the shopping as provided by the retail chains. TheHawkers/lari galla vendorsand the local kiranas are the two main forms of unorganized retail in thecountry, which almostaccount for 97% of the total retail trade.



Giant corporations like Wal-Mart and Reliance have started to try and takeover the Indian retailsector. Currently the value of the retail market is estimated at around $ 270billion with a growthrate of 4.7 per cent per annum according to the Indian retail report. The size

of small retail is big, the size of big retail is small, a mere Rs. 240 billion in2003 or 2% and Rs. 384 billion or 3.7% per cent of the retail market in 2006.However, the large scale corporate retail is projected to grow at the rate of 28% to 20% per annum, reaching Rs. 1000 billion or $ 70 billion by 2010from the current size of US $ 8.7 billion. The tenfold increase in corporateretail will be at the cost of small scale retail, which employs nearly 10% of India’s population.

The strategy here is to define the small scale self-organized retail as“unorganized” and the largescale corporate retail as “organized”. The real difference is however not

unorganized vs organized. But it is “self-organized vs. corporate”.

RELIANCE RETAIL LIMITED

Reliance Retail is the retail chain division of Reliance Industries of Indiawhich is headed byMukesh Ambani. Reliance Industries Chairman Mukesh Ambani has unveileda Rs. 24,000-crore($4.60 billion) retail plan for the company on June 26, 2006. Mukesh Ambanihas called this

Starting of reliance retail as an idea which has the potential to revolutionizethe Indian socioeconomic framework. He said "Conceptually, Reliance iscreating a virtuous circle of prosperity by bringing farmers, smallshopkeepers and consumers in a win- win partnership.” "A new company,Reliance Retail Ltd. (RRL) will spearhead this revolution. Reliance Industrieswill have a 100 percent stake in RRL, save for employee stock options".



CONSTITUENT UNITS

THE RELIANCE EMPIRE

Reliance being the all encompassing company has entered into allthe sectors, retail being their latest.

RELIANCE INDUSTRIES LIMITED

Chairman and Managing Director : MukeshAmbaniMarket Capitalization : INR29,609,140,020 (Sept, 2006)Total Shares Outstanding : 22,304,900(Sept, 2006)Closely Held Shares : 11,264,932

Sales : INR10,412,962,000According to the company website "1 out of every 3investors in India is a Reliance shareholder. RIL is rankedat 232 in the 2006 Fortune Global 400 list among theworld’slargest corporations.



The RelianceIndustriesBusiness Brand

Product End uses

Petroleum(Exploration&production)

Crude oil and Naturalgas

Refining,power,petrochemicals and other industries.

Refining LPG, Propylene,Gasoline, Jet/Aviation

turbine fuel, HighSpeed Diesel,Superior kerosene oil

Domestic and industrialfuel Feed stock for

petrochemicals,Trasnsportfuel, Aviation fuel,Domestic Fuel, TransportFuel, Feedstock forfertilizers, feed stock forpower plantsand cement plants

PolymersRepol

Relene

PolypropyleneHigh Density

Polyethylene

ReclairReon

Linear low densitypolyethylenePoly Vinyl Chloride

Relpipe Poly-Olefin pipes

ChemicalsRelab

Linear Alkyl Benzene Detergents

AcrylicRecrylonRecrylic

Wet spun Acrylic fibreDry spun Acrylic fibre

Fibre Intermediates ParaxyleneMono Ethylene

TexltilesVimal

Harmony

RueRel

V2

Reance

Suitings, shirtings,Dressmaterial, Sarees

Furnishing Fabrics,Daycurtains, Automotiveupholstery

Suitings

Ready to stitch take

away fabric

Fabrics

Furnishing, home textiles

Fabrics

Fabrics

Suits, shirts and trousers.



Reliance recorded a profit of 8.9% on assets - first among the 28 chemicalcompanies in Asia.

In terms of market cap, Reliance Industries ranks third among chemicalcompanies in Asia, with a market cap of $6087.2 million as on October 19,2001. Reliance's total sales, at $6222 million, ranked eighth among the 28 Asianchemical

companies. Reliance's total sales have gone up substantially from 1996when the companyrecorded $2384 million. Company with the highest refining capacity in India-60mptaReliance SEZAt Jhajjar, Haryana (Area covered 24, 000 acres) (Nature of SEZ-Multi product)Reliance SEZ in Raigad (Area covered- 10,000 hectares)

COMPANY BACKGROUND

We can see many examples of businesses where ,first we grow and thenthink of expanding butReliance is quite different. Reliance has developed such huge amount of resources and capital over the years that whenever it steps into anysegment it is not required to wait for growing signal, that’s why it always

thinks of expanding without any bounderies. Reliance retail is nextStep by RIL which will be a pan India project.

Reliance Fresh is the retail chain division of Reliance Industries of India whichis headed by Mukesh Ambani. Reliance has entered into this segment byopening new retail stores into almost every metropolitan and regional areaof India. Reliance plans to invest Rs 24000 crores in the next 3 years in theirretail division and plans to begin retail stores in 783 cities across thecountry. The Reliance Fresh supermarket chain is RIL’s Rs 24,000 croreventure and it plans to add more stores across different g, and eventuallyhave a pan-India footprint by year 2011. The super marts will sell fresh fruits and vegetables, staples, groceries, fresh

juice bars and dairy products and also will sport a separate enclosure andsupply-chain for non-vegetarian products. Besides, the stores would providedirect employment to 4 lakh young Indians and indirect job opportunities to amillion people, according to the company. The company also has plans totrain students and housewives in customer care and quality services for part-time jobs. The company is planning on opening new stores with store-size varying from1,400 sq ft to 2,000 sq ft, which will stock fresh fruits and vegetables,



staples, FMCG products and dairy products. Each store is said to be within aradius of 1-2 km of each other, in relation to the concept of a neighbourstore. However, this is only the entry roll-out that the company has planned.Bangalore is said to have 30 stores in all by the end of the year.In a dramatic change due circumstances prevaling in UP, West Bengal and

Orissa, It was mentioned recently in News Dailies that, Reliance Retail ismoving out stocking. Reliance Retail has decided to minimise its exposure inthe fruit and vegetable business and position Reliance Fresh as a pure playsuper market focusing on categories like food, FMCG, home, consumerdurables, IT, wellness and auto accessories, with food accounting for the bulkof the business.

The company may not stock fruit and vegetables in some states, Orissabeing one of them. Though Reliance Fresh is not exiting the fruit andvegetable business altogether, it has decided not to compete with localvendors partly due to political reasons, and partly due to its inability to

create a robust supply chain. This is quite different from what the firm hadoriginally planned. When the first Reliance Fresh store opened in Hyderabadlast October, not only did the company said the store’s main focus would befresh produce like fruits and vegetables at a much lower price, but alsospoke at length about its “farm-to-fork’’ theory. The idea the company spokeabout was to source from farmers and sell directly to the consumer removingmiddlemen out of the way. Reliance may exit some businesses if thebusiness does not increases by March 2008.

CORPORATE SOCIAL RESPONSIBILITY

Today when most of the companies are busy in making profits by any means, thereare fewOnes who are focused to return this society, a part of what they have earnedthrough

this society. Reliance retail is one of them. Following efforts of reliance retailare aimed at benefiting the society making reliance socially responsible:

1) Reliance Retail aims at recruiting people from the underprivileged community in society. "Hence, we are planning to train students fromcorporation schools and schools run by NGOs. And, we consider this asa part of our corporate social responsibility," he said.

Asked whether the company will take students on an employment basis andpay them a stipend during the course period, he said that actually, it isplanning to charge a "small fee" from those who want to join the course "aswe want to bring in some discipline and regularity among the students", andwill reimburse that once they are inducted into service.2) Farming in India is highly fragmented and subject to harsh climaticconditions: once harvested, it is very difficult to keep fruits andvegetables fresh. To secure high quality, Reliance Retail is directly sourcing



fresh agricultural produce from thousands of farmers from villages throughCollection Centers.

With this concept, Reliance has built a business model generating sharedvalue that links the company supply chain more closely to poor farmers inIndian villages. Reliance is providing a guaranteed market for the farmers’

produce, reducing transaction costs and training the farmers in better and sustainable farming practices. This initiative results in higher income andupgrading of skills for the farmers, and reduced spoilage of produce (up to24 percent) and better quality products f or Reliance retail stores.

2) Reliance retail has adopted “farm to fork” theory which means it isprocuring directlyfrom the farmers thus offering them quite reasonable prices for their

produce as now no intermediaries are involved. In return Reliance is givingfarmers information about how can farmers improve their productivity. Theyhave centers in villages who apart from providing information make farmers

aware of market rates of different crops so that farmers can choose cropsthey want to sow to become profitable. farmers are provided technical helpas well like information about quality of seeds and fertilizers.

A GLANCE AT EXISTING RELIANCE

FACILITIES : MORE THAN 200 STORES IN 12 CITIES.

PROCESSING CENTERS IN PUNJAB, DELHI, RAJASTHAN,M.P, GUJARAT, JHARKHAND, ORISSA, KERALA,TAMILNADU, BENGAL, ANDHRA PRADESH, KARNATAKA.

INVENTORY : FRESH FRUITS AND VEGETABLES, STAPLES, GROCERIES,FMCG’s, MILK ETC.

TRANSPORTATION : “RELOGISTICS “ , 2000 CRORE RELIANCE COMPANY... TATA 307, TATA 309, TATA 909 AND COLD TRUCKS.

USE THIRD PARTY LOGISTICS ALSO

INFORMATION : ADVANCED STORES WITH UPGRADED SOFTWARES.

SOURCING : NEARBY VILLAGES OF ABOVE MENTIONEDPROCESSING CENTERS + FEW INHOUSE LABELS + KNOWN SUPPLIERS.

PRICING : PROCUREMENT FROM FARMER’S HAS GIVENRELIANCE COMPETITIVE EDGE OVER THE OTHER RETAILERS.



RELIANCE GROUP

The Reliance Group, founded by Dhirubhai H. Ambani (1922-2002), is India'slargest private sector enterprise, with businesses in the energy and materialsvalue chain. Group's annual revenues are in excess of US$ 20 billion. The

flagship company, Reliance Industries Limited, is a Fortune Global 400company and is the largest private sector company in India.

Backward vertical integration has been the cornerstone of the evolution andgrowth of Reliance. Starting with textiles in the late seventies, Reliancepursued a strategy of backward vertical integration - in polyester, fiberintermediates, plastics, petrochemicals, petroleum refining and oil and gasexploration and production - to be fully integrated along the materials andenergy value chain.

The Group's activities span exploration and production of oil and gas,

petroleum refining and marketing, petrochemicals (polyester, fibreintermediates, plastics and chemicals), textiles, retail and special economiczones.

Reliance enjoys global leadership in its businesses, being the largestpolyester yarn and fibre producer in the world and among the top five to tenproducers in the world in major petrochemical products.

Major Group Companies are Reliance Industries Limited (including mainsubsidiaries Reliance Petroleum Limited and Reliance Retail Limited) andReliance Industrial Infrastructure Limited.

MAJOR PRODUCT AND BRAND OF RELIANCERETAIL



QUALITY MANAGEMENT SYSTEMS

RIL continues to take quality improvement measures and strengthen qualitymanagement systems at all manufacturing locations.

An International Quality Benchmarking System is well in place in all ourlaboratories which assures best QMS for our entire product profile.

Employee participation in quality initiatives through Quality Circles haswon several national awards.

Six Sigma initiatives have contributed to better quality, cost savingsand customer satisfaction across all our sites.



Quality Loss Index – a statistical tool to enhance performance andproductivity is in practice in all our labs.

Electronic Data Management System – A web based LIMS (LaboratoryInformation Management System) with process QMI (Quality Measuring

Instruments) interlink is in place and operational. The most advanced techniques and methods are followed by our

analytical laboratories to provide reliable services. The in-housedeveloped online Laboratory Information Management System (LIMS)is used extensively at all locations as part of the Quality ManagementSystem.

MAJOR COMPETITOR

Big apple 264

More

Apna Bazar

Sabka Bazar



NEED FOR STUDY

The present study is contained to New Delhi (west Region) it is consideredReliance Retail service to the customers. In New Delhi. Many Retailersavailable .some major organized Retailers has been selected to study theconsumer’s satisfaction in it .

Now - a –days, the customers are more dynamic. Their taste, needs and preference can the changing as per current scenario.Hence the development of the Retail service industry more specificallydevelopment of company depend on the customer satisfaction.

Does the service industry satisfy the social responsibility?

What are the expectations of the customers regarding Retail servicesfrom Retail industry?

Whether the Retail service provided by Retail industry is satisfying thecustomers.

Are the facilities adequate to satisfy the customer?



OBJECTIVE



OBJECTIVE

The objective of the survey project report is to find out various things .Someof them are mentioned below---

Customer service satisfaction in reliance fresh store.

Need of the customer in reliance fresh store.

Facilitate customer demand in reliance fresh store.

Supply chain management of Reliance Retail

The marketing strategy applied by Reliance Fresh.



Chapter 2

RESEARCHMETHODOLOGY

&DESIGN

RESEARCH METHODOLOGY

RESEARCH METHODOLOGY

Research Methodology is a way tosystematically solve the research problem. In it we study the various steps



that are generally adopted by a researcher in studying his research problemalong with logic behind them

TYPE OF RESEARCH-

To Study the two stores of Reliance Fresh”. I have gone through variousnews papers, magazines, websites and collected information and data. Andcollected primary data to customer of reliance fresh. And my study based onexploratory research.

DATA COLLECTION :-

(Primary Data)Collect information through the customer of Reliance Fresh(Secondary data)

In data collection method we shall collect the secondary data from thefollowing sources.News paperMagazineInternet

PARAMETERS OF RESEARCH

Offer’sServiceSatisfactionQuality of Product

SURVEY DESIGN :

The study is a cross sectional study because the data were collected at a

single point of time. For the purpose of present study a related sample of

population was selected on the basis of convenience.

SAMPLE SIZE AND DESIGN:A sample of 316 people was taken on the basis of convenience. The actual

retailers were contacted on the basis of random sampling.

Number of male Respondent-



123

Number of Female Respondent

292

RESEARCH PERIOD:

The duration of Research work was of 2 months.

RESEARCH INSTRUMENT:

This work was carried out through self-administered questionnaires. The

questions included were open ended, dichotomous and offered multiple

choices.

DATA ANALYSIS:

The data was analyzed on the basis of suitable tables by using mathematicaltechniques. The technique that I have used is bar graphs.

DATA ANALYSIS TECHNIQUES TO BE USED:

MS Excel

MS word

Chapter 3



DATACOLLECTION

ANALYSIS

&INTERPRETATION

DATA TABULATION AND ANALYSIS

DEMOGARPHIC FEATURES OF REPONDENTSRatio of male to female

PARTICULARS NUMBER

Male 123



Female 292

Data Collected-

Data collected for this survey know thedemography ( gender) of reliance fresh customer

ANALYSIS—The total number of respondent is 415 . 123 are

male and their contribution are 70.19 and 292 are females andtheir contribution are29.8%.

InterpretationIn whole survey we found that most of

the customer in these store is female . this data is very helpful formanagement at the time of decision . by this survey companyalways consider female demand.

1-Which Retail store do u like to purchase theproduct?

Reliance Fresh More Big apple 365

Reliance fresh

more Bigapple

365

202 72 122 19



0

50

100

150

200

250

Reliancefresh

more Big apple 365

Data Collected-Data collected for this survey to know

the consumer preference to shopping.

ANALYSIS—The total number of respondent is 415 . 202

prefer Reliance fresh and their contribution are 38.79 %122 likeBig apple &their contribution is 29.22 %, 72 like more &contribute 17.20% . 19 people like 264 store and their

contribution are2.80%.

InterpretationAccording this questionnaire I observed

that I observed that most of the people like reliance fresh or bigapple according to this analysis we should try to attract new otherstore customer and try to detail our customer various promotionscheme.

2- Where Do u like to purchase the product?

Retail store shopkeeper

Retail store Shopkeeper

127 288



050

100

150

200

250

300

Retail s tore Shopkeeper

Data Collected-Data collected for this survey to know the

consumer choice for there shopping.

ANALYSIS— The total number of respondent is 415. 127 prefer Retailstore and their contribution are 20.40 % 288 like to shop from local shopkeeper.

InterpretationAccording this questionnaire I observed that

unorganized retail sector the first choice of the customer which tells uscompany should try to penetrate many tact and technique to attract the newcustomer.

4- Are u satisfied from Pricing of the products

Stronglydisagree

Disagree Cant’ say Agree Stronglyagree

12 129 35 196 43



Data Collected- Data collected for this survey to know theprice of the product of the store.

ANALYSIS— The total number of respondent is 415 . 196 respondedsatisfied with the price of the store 32 responded said price is lower thanother competitors price,129 responded not satisfied with the price and saidprice is higher than the competitor. 12 responded said price is much higherthan local market and 35 said they have no idea of other competitors.


,price play significant role in purchasing most of the people are satisfiedwith the price and company should try to again keep the price lower than

competitor to retain the customer.

4-Why do u prefer to purchase in Retail store?

Betterservices

Offers low price qualityproduct

120 122 80 93



Data Collected-Data collected for this survey to know the

customer purchasing nature of the store customer .

ANALYSIS— The total number of respondent is 415. ,120 respondedlike better services and 122 like offers and 93 customers are those customer

which prefer qualitative product and 80 responded like low price.

InterpretationAccording this questionnaire I observed that most of

the customer like better service and better offers , company should try toprovide better services full fill the need of customers and provide the offerlike voucher scheme and weekend offer to retain old customer and attractnew customer.

6- How was your experience in the Retail store?

Excellent Good Average Bad



26 229 126 34

0

50

100

150

200

250


Data Collected-

Data collected for this survey to know thesatisfaction level of the customer.

ANALYSIS— The total number of respondent is 415 . 229 respondedsaid good 126 said average 34 said bad 26 said excellent about store.


most of the customer are satisfied but the non satisfied customer also in big

quantity company should try to rectify the problem of the customerimmediately and full fill there need providing better services .

7- Are satisfied from the Product Range of store?

Verygood

Good Don’tknow

Bad Very bad

42 229 13 122 9



0

50

100

150

200

250

Very good Good Don’tknow

Bad Very bad

Data Collected-

Data collected for this survey to know the whichproduct customer demand.

ANALYSIS— The total number of respondent is 415 . 229 respondedare satisfied with verity of goods 42 are more satisfied 122 responded arenot satisfied 9 customer are fully disappointed with the product range and 13responded has no idea

Interpretation

According this questionnaire I observed thatmost of the customer are satisfied with product range and product line storeshould try to maintain this product range and try to add some other products

in there range .



Chapter 4

RESEARCH

FINDING’S

FINDING’S

Few years back shopping were not common among the customers. But withthe organized Retail revolution now we can find almost customer shoppingon organized Retail store.



Most of the customer prefers shopping in local market than Retail store.Most preferred Reliance Retail stores , because in Reliance fresh store theypurchase is convenient and at fixed price.

Prices were higher than market price.

Many products customer demand which were not fulfilled by the store. Many times fresh fruits, vegetable were not available in the store.

Customer sales associate was not attend the customer , so customer‘swas irritated.

Payment counters were not work, so customer were wait -24-20 minfor billing.

Product‘s price was not marked properly.

Government banned poly bags., So any other option not started byReliance fresh store..

CSA were not Experienced, so they did not behave well to thecustomers.Many times they were Misbehave with customer’s.

Dump Ratio was very high in the stores.



Chapter 5

ANALYSISOF

FINDINGS

&CONCLUSION



CONCLUSION

Quality of glossary items v good in comparison of othercompetitors.

Reliance Fresh stores sale was very high in comparison of othercompetitors.

Many customers were not agreeing with the price of RelianceFresh.

Customer satisfaction toward Reliance fresh was very less.

Loyalty program (Reliance one card) was very beneficial for thestores.

In conclusion it can be said that “customer can only be delight

customer when he get more than value for money”.



Chapter 6

LIMITATIONS

OF

THE PROJECT



LIMITATIONS

The limitation of this survey is as follows:

This survey report is based on customer of New Delhi. Although it was

prepared in a sequential manner and done systematically but there are

some limitation.

Sometimes respondents were not co-operative in filling up the

questionnaire.

Some of them have not even time to fill up the questionnaire.

Numbers of respondants are only 415 so it does not cover the

whole universe. It can not give accurate result.

All the findings and analysis are based only on the responses of

the repondent..



Chapter 7

SUGGESTION

&

RECOMMENDATIONS



SUGGESTION

Price was higher than market price, so reduce the price of the productscustomer like to purchase From store.

Many times fresh fruits, vegetable were not available in the storebecause store manger not care these products they shown bad qualityproduct in next morning.

Dump ratio was very high in the Stores, because store manager wasnot reducing price in the evening.

Payment counters were not work properly, customer were wait -24-20min for billing., So customers was irritated to purchase. start allpayment counter for billing

Provide separate A/C section

Government banned poly bags. So any other option not started byreliance fresh.Provide paper carry bags to customers

Reliance one card not give to daily coming customer they have onlytemporary card, so provide hard card to good customers.

CSA was not very active with customer and they have no knowledgeabout sale.

Quality of the vegetable s was not good in the stores because DC notsend good quality vegetables.



RECOMMENDATIONS

After the complete analysis of entire STUDY we put forward a set of

recommendations which are a follows:

PRICING

Depending on the market conditions / competition from Retail store not tosuit local conditions, there should be flexible pricing.

IMPROVEMENT IN TECHNOLOGY

Reliance Retail should immediately shift to third generation switches. Thiswill improve the quality of the product & service to desired level andprovide simultaneous integration with the Distribution channel.

MAINTAIN THE QUALITY STANDARD

Quality standard of product was very poor in the stores, many times goodquality vegetables not found by customer.

PROMOTIONAL SCHEMES

Promotional schemes are many time not shown on front, so customers

were not aware with new promotions.

TRAINED SALES ASSOCIATE

Customer sales associate are not well trained so they not deal thecustomer ,so provide the training to CSA’s.

ESTABLISHMENT OF DISTRIBUTION CHANNELS

Reliance Retail should establish widespread and conspicuous distribution

to match that of the competitors. The distribution network shall make theproduct visible and available at convenient locations.



APPENDICES



Questionnaire

Name-

Age---Gender-- Male FemaleIncome level- 10000>4000040000>200000

1-Are u a Regular Customer of Reliance fresh?

Yes No

2- Where do u like to purchase the product?

Retail store shopkeeper

3- Which Retail store do u like to purchase theproduct?

Reliance Fresh More Big apple 264

4- Are u satisfied with this Price Marking?

Strongly Disagree Disagree can’t say AgreeStrongly Agree

5- Why Are u prefer to purchase on Retail Store?

Better services Offers Low price Qualityproduct

6- How was your experience in this Retail store?


7- Are satisfied from the Product Range of store?



Very good Good don’t know Bad very Bad



REFERENCES .

BIBLIOGRAPHY



BOOKS:

Marketing Research – PaneerselvamResearch Methodology – C.R KothariPrinciples of Marketing – Philip Kotler

WEB RESOURCES:

www.ril.comwww.google.com

MAGAZINE:

Outlook ExpressBusiness todayMoney Outlook

NEWS PAPER :

Business standard Times of IndiaEconomic times

opreation namstey

Documents