pantaloons final mr
TRANSCRIPT
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Table of Content
1. INTRODUCTION
2. ABSTRACT3. LITERATURE REVIEW4. RESEARCH METHODOLOGY5. PILOT SURVEY6. ANALYSIS AND FINDINGS OF PILOT SURVEY7. ANALYSIS AND FINDINGS OF FINAL SURVEY8. INTERPRETATIONS AND RESULT. CONCLUSION1!. RECOMMENDATIONS11. LIMITATION12. ANNE"URE
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INTRODUCTION
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ABSTRACT
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LITERATURE REVIEW
CUSTOMER SATISFACTION
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MEANING
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(RESENT MAR)ET SCENARIO
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H+67 ;:e* ,o0t 0t/,t/eF(,#'% -$)('*'%/ :+,'%$,, #(, #'/# $-()'%/ *$$-(/$ '%/ ) #'/#
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25/40
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Un*e t7e abo2e ,+,/-0tan,e0 (antaloon0 3a0 7an*e* o2e to A*+t.a
B+la<
Ho3e2e To*a. +n "&1# W+t7 0ale0 of R0 1=%%1 ,oe +n ;0,al "&1#= t7e
*e4at-ent ,7a+n +0 0t+ll +n t7e e* 3+t7 a net lo00 of R0 1!
Re2en/e
T#$ C0(% -$-)$& -$$%+$ () R,.1661C--$ &+-'%/ ,(* 2!13;14. L'9$ )*'9$ ,)-$, ,(*$, &$;/-$ : 1.6. M$-#(%&',$ (('*(:'*') ',,+$ (%& ,+:&+$&%,+0$- ,$%)'0$%), '0()$& )#$ ,(*$,/-)#. T#$ C0(% $%$& 14 %$P(%)(*%, ,)-$, (%& *,$& ) ,)-$, &+-'%/ )#$ $(-.
O$-()'%/ P-)D+-'%/ )#$ $(- :+,'%$,, '%$,)$& '% -/(%',()'% :+'*&'%/ ,)-$, $
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27/40
Re0ea,7 *e0+6n
A -$,$(-# &$,'/% ', ( */'(* (%& ,,)$0()' *(% -$(-$& - &'-$)'%/ (
-$,$(-# ,)+&. T#$ 0$)#&*/ (%& )$#%'+$, &$,'/%$& ', )#$ -/-(0 )#()
/+'&$, )#$ '%$,)'/()- '% )#$ -$,, **$)'%/ (%(*'%/ (%& '%)$--$)'%/
&()(.
T#$ -$,$(-# '% )#', (,$ ', $0e,t+onal
0t/*. #(, :$$% +,$& #$-$. I%-0()'% #(, :$$% **$)$& -0 ( /'$% ,(0*$ +*()'% %* %$ : &-('%/ )#$ ,(0*$ -$,%&$%), -0 )#$ )(-/$)
+*()'%.
A R$,$(-# D$,'/% %,',), )#$ **'%/ (-(0$)$-,
• E0e,t+on *e0+6n@
• T#$ 0$(,+-$0$%) (%& ,(*'%/ -$&+-$ )#() (% :$ (&)$& - )#$
-$,$(-# (-$ &$$%&$%) % )#$ +$,)'%%('-$ &$,'/%$& (%& (*'&') -
&$/-$$ -$','% &$,'-$&.
• +$,)'%%('-$ &$,'/%
• S(0*'%/ -$,, (%& ,(0*$ ,'$.
Rea0on0 fo ,7oo0+n6 a 4at+,/la e0ea,7 *e0+6n
• E:4loato. e0ea,7 S'%$ )#', -$,$(-# #$*, ) (,,',) )#$ &$','%
0(9$- '% &$)$-0'%'%/ $(*+()'%/ (%& ,$*$)'%/ )#$ ()-, #'# -0)
%,+0$-, ) :+ (%)' (/'%/ -&+), -0 $
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28/40
• S+n6le ,o00 0e,t+onal *e0+6n S'%$ )#$ &()( **$)$& '% -'0(-
-$,$(-# )#-+/# (&0'%',)-()'% +$,)'%%('-$ '** :$ &%$ - %$
,(0*$ -$,%&$%), &-(% -0 )#$ )(-/$) +*()'% %,+0$-,
(%& )#', ,+-$ '** :$ %&+)$& %$.
Se,on*a. *ata
S$%&(- &()( (, **$)$& 0('%* )#-+/# )#$ I%)$-%$) 0(%'$,
$:,')$, (%& (%%+(* -$-), (%& )#-+/# (-'+, :+,'%$,, (-)'*$,.
(+-a. *ata
T#$ P-'0(- D()( (, **$)$& -0 )#$ ,+-$ #'# '%*$& /$))'%/ )#$
0('*$& +$,)'%%('-$ **$& : (-'+, -$,%&$%), (%& )#-+/# &'-$) $-,%(*
'%)$-'$.
S,o4e of t7e 0t/*.
• Aea M$)-,• T+-e 15 &(,• (o*/,t 0,o4e P(%)(*%,
De;n+n6 t7e ta6et 4o4/lat+on
W')# -$/(-&, ) %,+0$-, (% '%&''&+(* (:$ )#$ (/$ 18 ) 45 -0$& )#$
(-) )(-/$) +*()'%
Sa-4l+n6 Fa-e
C%,+0$-, $-$ ,$*$)$& % )#$ :(,', ,on2en+ent /*6-ental ,(0*'%/.
Sa-4le 0+8e
T#$ S(0*$ S'$ - C%,+0$-, ', 1$&
ASSUM(TIONS FOR THE STUDY
• T#$ -$,$(-# ', &%$ : %) +,'%/ % )#$ $=$), )'0$ (%& ,)
%,'&$-()'%.
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8/9/2019 Pantaloons Final Mr
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• T#$ ,$*$)$& ,(0*$ +%') ,(0*$ (%& ,(0*$ ,'$ '** :$ -$-$,$%)'%/
)#$ )(-/$) +*()'%.
• T#$ 0$)#& %$%'$%) ,(0*'%/ (%& ,(0*$ -(0$ ,$*$)'% '** %)
*$(& ) 0+# $--- '% (%,$-,.
Mana6e-ent *e,+0+on 4oble-
T -$)('% )#$ *(*) +--$%) +,)0$-, (%& ) ())-() %$ +,)0$-,.
Mana6e-ent e0ea,7 4oble-
T $,)'0()$ )#$ *$$* +,)0$- ,()',()'% () (%)(*%, ()$- ') #(, :$$%
)(9$% $- : A&')( B'-*( N+ L'0')$&.
Re0ea,7 (o4o0al
PANTALOONS IS FALLING SHORT OF ANNUAL REVENUES DUE TO
DISSATISFIED CUSTOMERS.
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(ILOT SURVEY
I% -&$- ) $,)'0()$ )#$ *$$* +,)0$- ,()',()'% () P(%)(*%, $ #($ (
%&+)$& ( '*) ,+-$ %,',)'%/ )$% -$,%&$%),.
T#$ (%(*,', (%& %&'%/, )#$ '*) ,)+& (-$ (, **,
1
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8/9/2019 Pantaloons Final Mr
31/40
"<
'
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32/40
#<
$
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33/40
INTER(RETATION OF THE (ILOT SURVEY
T#$ &()( **$)$& )#-+/# )#', P'*) S+-$ (, +%& ) :$ '%,+'$%) '%
,$-'%/ )#$ :$)'$, )#$ -$,$(-#. H$%$ ( :-(&$- ,+-$ ')# ( *(-/$-
,(0*$ ,'$ 13! -$,%&$%), (, %&+)$& ) ,$-$ )#$ $- +-,$
)#$ -$,$(-#.
ANALYSIS AND FINDINGS OF THE FINAL SURVEY
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1.
"<
'
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35/40
#<
$
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36/40
%<
!
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37/40
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8/9/2019 Pantaloons Final Mr
38/40
9<
1&<
INTER(RETATIONS AND RESULTS
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39/40
1. (+,e of t7e +te-0 T#', ', %$ )#$ -'0$ ()- #'# #(, ( #+/$ '0() % )#$
,#*/ )#$ +,)0$-,. A, $- )#$ ,+-$ %&+)$& 85.42
+,)0$-, $*) )#() )#$ -&+) =$-$& : P(%)(*%, (-$ (=-&(:*$.
2. Con2en+en,e +n Na2+6at+onP(%)(*%, +)*$), (-$ -$,$%) () %$%'$%) *()'%, (%& (% :$ $(,'*
-$(#$& : )#$ +,)0$-,. M-$$- +,)0$-, (% $(,'* *()$ )#$
-&+), '%,'&$ )#$ ,)-$ #'# $%#(%$, )#$'- ,#'%/ $
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CONCLUSION
H$%$ ()$- %&+)'%/ )#$ %(* ,+-$ $ (% %*+&$ )#() 0,)
)#$ +,)0$-, (-$ ,()',$& ')# )#$ ,#'%/ $