INTRODUCTION

INDUSTRY BACKGROUND

India, like Britain, is a nation of shopkeepers. With over 12 million retail outlets,

India probably has the highest density of retail outlets in the world, with one for

approximately every 90 persons; little wonder that the country is the ninth-largest

retail market in the world, with estimated annual retail sales of around USD215

billion in 2005 (Rs 960,000 crore). At the same time, the share of organised trade

in this enormous market is currently very small. It is estimated at just USD8 billion

(Rs 35,000 crore) in 2005, up from USD6.25 billion (Rs 28,000 crore) in 2004.

This accounts for less than 4 per cent of the total retail trade in the country

AN UNDERDEVELOPED RETAIL MARKET

Organised trade in India is very underdeveloped when compared with other

emerging markets in Asia, Latin America and Eastern Europe.

The Indian and Chinese markets are comparable in many aspects:

Both countries are not homogeneous. They comprise many markets within a single

country, with significantly varying cultures and customer preferences across

regions.

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There is a significant rural population in both countries, which has much lower

purchasing power compared to the urban population.

Both countries are geographically very large and unevenly developed, adding a

significant distribution and logistics dimension to the retail trade.

Consumers in both countries are highly value conscious.

Between 1996 and 2003, the organised retail market in China more than doubled.

We estimate that the Indian retail market is today at the same inflection point as

China was in the mid-1990s. Consequently, considering a similar per capita GDP

and roughly similar rates of economic growth, the Indian organised retail market

has the potential for exponential growth over the next decade.

CONSUMERISM: THE NEW WAVE

Growing consumerism would be a key driver for organised retail in India. Several

demographic indicators show favourable trends for the growth of organised trade:

Rapid income growth: consumers have a greater ability to spend.

Increasing urbanization: larger urban populations that value convenience, coupled

with the higher propensity of the urban consumer to spend.

Growing young population: growth of the post-liberalization maturing

population, with the attitude and willingness to spend.

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Spend now vs. save earlier: consumers are willing to borrow for present

consumption.

THE SIZE OF THE OPPURTUNITY

Research done by the Tata Strategic Management Group (TSMG) indicates that

over the next 10 years, the total retail market in India is likely to grow at a

compounded annual growth rate (CAGR) of 5.5 per cent (at constant prices) to

USD374 billion (Rs 16,77,000 crore) in 2015. The organised retail market is

expected to grow much faster, at a CAGR of 21.8 per cent to USD55 billion (Rs

246,000 crore) in the same time frame, garnering around 15 per cent of overall

retail sales. Based on our projections, the top five organised retail categories by

2015 would be food, grocery and general merchandise; apparel; durables; food

service; and home improvement. (Table 1) Organised retail market in India (Rs

crore)

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Retailers inspired by the Wal-Mart story of growth in small town America

are tempted to focus on smaller towns and villages in India. However, a

careful analysis of the town strata-wise population, population growth,

migration trends and consumer spend analysis reveals a very different

picture for India.

As per our estimates, the share of the 35 towns with a present population of greater

than 1 million in India's total population would grow much faster than their smaller

counterparts, from 10.2 per cent today to reach 14.4 per cent by 2025.

Simultaneously, the share of these towns in the overall retail market would grow

from 21 per cent today to 40 per cent by 2025.

Within these top 35 towns, an estimated 70 to 80 per cent of retail trade

could be in the organised sector. This is similar to the experience in China,

where in cities like Shanghai and Beijing, the organised sector accounts

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for 70 to 80 per cent of overall retail trade in certain categories. Retailers

should therefore focus on the top 37 towns in the next decade, as the

opportunity in smaller towns and rural India would be smaller and more

fragmented, compared to the larger towns. Organised retail market in India

(Table 2)

There are a few key trends that one observes in international markets

TREND1: CONVINENCE STORES AND HYPERMARKETS ARE

GAINING PROMINENCE

These are driven by a consumer need for convenience and lower prices / higher

value in mass categories, while the big box category killer stores are gaining
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importance in the specialty retail categories. While supermarkets may emerge at

the initial stages of retail market development, in the long term they are unable to

match the consumer value proposition of convenience stores and hypermarkets.

TREND2: PRIVATE LABEL BRANDS BECOME IMPORTANT

Private labels today account for 17 per cent of global retail sales, with the

highest share of 23 per cent in Europe and the lowest share of 4 per cent

in Asia. M+M Planet Retail data shows that private label penetration varies

from 25 per cent to 95 per cent among some of the largest retailers in the

world. Growing acceptance among consumers, increasing price competition, the

need for differentiation among retailers and the ability to offer higher margins are

the key factors contributing to the growth of private labels. Private labels provide

the retailer an ability to offer a significant price advantage to consumers, their

prices being 16 to 32 per cent lower than manufacturers' brands.

IMPLICATIONS OF INDIAN RETAILER

Global trends have important implications for Indian retailers. The Indian

consumer is very value conscious; willing to spend money in most cases, but

constantly cost conscious, evaluating every rupee spent. It is therefore imperative

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for retailers to offer a price advantage through sourcing and operational efficiency,

as well as a strong private label programme to attract customers. Existing and new

entrants need to achieve scale quickly to drive efficiencies in procurement, supply

chain and marketing. Else, they risk being marginalised by larger players.

Real estate and human resources will be the critical drivers to build scale. While

there are a few hundred malls under various stages of development across the

country at present, retailers will also need to think out of the box to ensure the

availability of real estate. This may include acquiring and developing the real

estate themselves, rather than wait for mall development. Given the rising demand

for retail real estate, retailers will need to take a long-term view on rentals and

look at alternative options like ownership or very long leases. Retailers that invest

in training will be able to ensure the availability of quality manpower in a rapidly

growing market.

In conclusion, the retail market in India offers an opportunity for a large player to

build a Rs 40,000-crore retail business spanning multiple categories by 2015 (at

current prices). Compared to this, the revenue of the largest Indian retailer,

Pantaloon, grossed only Rs 1,085 crore in 2005. Little wonder that large domestic

business houses and international retailers have expressed a keen interest to enter

the retail sector in India. To capitalise on the opportunity, however, players need to

be aggressive in outlook and build scale quickly.

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 ORGANIZATION
INTRODUCTION OF INDIAN RETAIL KING

MEET INDIA'S KING OF RETAIL

MR. KISHORE BIYANI

Unlike most people, Kishore Biyani makes no bones about his simplicity. He's the

man you're most likely to ignore at the Pantaloon or Big Bazaar store, as he stands

in a corner observing the way you shop. But make no mistake; what he may lack in

sartorial style, he more than makes up through his observation powers.

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You'll never catch him in a tie and jacket. He isn't a stickler for large cars, and has

just graduated from driving a Honda City to a Honda Accord, though he's just as

content driving around in a junior manager's Maruti 800.

He is a strict vegetarian, and is currently off cheese and fried foods, but will

otherwise eat anything that is green.

Pantaloon's Kishore Biyani has become India's largest retailer, but still has several

aces up his John Miller shirtsleeves.

In India's chaotic markets, Kishore Biyani is the unchallenged king of retail. He

has the knack of catching rivals off-guard and striking where it hurts most.

Biyani's victory isn't unexpected. India's own Sam Walton (the legendary promoter

of Walmart) is quick to seize any advantage. Which is why the denim manufacturer

who quit the trade because "it wasn't creative enough" commands over 1.3 million

sq ft of retail space.

But even size hasn't made a difference to Biyani's vaulting ambitions and he's on

an even faster trajectory of growth. He's booked over 4.5 million sq ft of space

across the country, and will utilise 3 million sq ft by this year's end in 23 Indian

cities.

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He will invest over Rs 200 crore (Rs 2 billion) to make this dream a reality. Says R

S Roy, editorial director of the magazine Retail, which tracks the industry closely:

"Mall developers have him in mind before they start constructing. His presence

ensures footfalls and a premium for the mall."

Two years ago, no one took Kishore Biyani seriously. His company, Pantaloon

Retail, was seen as a one-man show. Biyani himself was regarded as unpredictable,

and not a long-term bet. Today, he is the biggest retailer in India. In two years,

Kishore Biyani has bounced back to become India's largest retailer.

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MILESTONES TO SUCCESS:

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 1987 - Company incorporated as Manz Wear Private Limited. Launch of

Pantaloons trouser, Indias first formal trouser brand.

1991 - Launch of BARE, the Indian jeans brand.

1992 - Initial public offer (IPO) was made in the month of May.

1994 - The Pantaloon Shoppe exclusive menswear store in franchisee

format launched across the nation. The company starts the distribution of

branded garments through multi-brand retail outlets across the nation.

1995 - John Miller Formal shirt brand launched.

1997 - Pantaloons Indias family store launched in Kolkata.

2001 - Big Bazaar, Is se sasta aur accha kahi nahin - Indias first
hypermarket chain launched.

2002 - Food Bazaar, the supermarket chain is launched.

2004 - Central Shop, Eat, Celebrate in the Heart of Our City - Indias first

seamless mall is launched in Bangalore.

2005 Fashion Station the popular fashion chain is launched aLL a

little larger exclusive stores for plus-size individuals is launched.

2006 - Future Capital Holdings, the companys financial arm launches real

estate funds Kshitij and Horizon and private equity fund Indivision. Plans

forays into insurance and consumer credit. Multiple retail formats including

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 Collection i, Furniture Bazaar, Shoe Factory, EZone, Depot and

futurebazaar.com are launched across the nation. Group enters into joint

venture agreements with ETAM Group and Generali

COMPANY PROFILE

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Pantaloon Retail (India) Limited, is Indias leading retailer that operates multiple

retail formats in both the value and lifestyle segment of the Indian consumer

marker. Headquartered in Mumbai (Bombay), the company operates over 5

million square feet of retail space, has over 350 stores across 40 cities in India and

employs over 18,000 people.

The companys leading formats include Pantaloons, a chain of fashion outlets,

Big Bazaar, a uniquely Indian hypermarket chain, Food Bazaar, a supermarket

chain, blends the look, touch and feel of Indian bazaars with aspects of modern

retail like choice, convenience and quality and Central, a chain of seamless

destination malls. Some of its other formats include, Depot, Shoe Factory, Brand

Factory, Blue Sky, Fashion Station, aLL, Top 10, mBazaar and Star and Sitara.

The company also operates an online portal, futurebazaar.com.

A subsidiary company, Home Solutions Retail (India) Limited, operates Home

Town, a large-format home solutions store, Collection i.e. selling home furniture

products and E-Zone focused on catering to the consumer electronics segment.

Pantaloon Retail is the flagship company of Future Group, a business group

catering to the entire Indian consumption space.

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 FUTURE GROUP:

Future Group is Indias leading business group that caters to the entire Indian

consumption space. Led by Mr. Kishore Biyani, the Future Group operates

through six verticals: operates through six verticals: Retail, Capital, Brands,

Space, Media and Logistics.

Apart from Pantaloon Retail, the groups presence in the retail space is

complemented by group companies, Indus League Clothing, which owns leading

apparel brands like Indigo Nation, Scullers and Urban Yoga, and Galaxy

Entertainment Limited that operates Bowling Co, Sports Bar, F123 and Brew Bar.

The groups joint venture partners include French retailer ETAM group, US-based

stationary products retailer, Staples and UK-based Lee Cooper. Group Company,

Planet Retail, owns and operates the franchisee of international brands like Marks

& Spencer, Next, Debenhams and Guess in India. The groups Indian joint venture

partners include, Manipal Healthcare, Talwalkars, Blue Foods and Liberty Shoes.

Future Capital Holdings, the groups financial arm, focuses on asset management

and consumer credit. It manages assets worth over $1 billion that are being

invested in developing retail real estate and consumer-related brands and hotels.

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The group has launched a consumer credit and financial supermarket format,

Future Money and soon plans to offer insurance products through a joint venture

with Italian insurance major, Generali.

The group is currently developing over 50 malls and consumption centers across

the country and has formed a joint venture company focusing on mall

management with Singapore-based CapitaLand, one of Asias largest property

companies .

Future Groups vision is to, deliver Everything, Everywhere, Every time to Every

Indian Consumer in the most profitable manner. The group considers Indian-

ness as a core value and its corporate credo is - Rewrite rules, Retain values.

Companys vision:

Future Group shall deliver Everything, Everywhere, Everytime for Every Indian

Consumer in the most profitable manner.

Companys Mission:

We shall infuse Indian brands with confidence and renewed ambition. We shall be

efficient, cost- conscious and committed to quality in whatever we do. We shall

ensure that our positive attitude, sincerity, humility and united determination shall

be the driving force to make us successful.

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PARTNER COMPANIES OF PANTALOON

1. Home Solutions Retail (India) Ltd:

Home Solutions Retail (India) Ltd. (HSRIL) leads the groups foray in the home

improvement and consumer electronics retailing segment. It caters to home

management requirements and products, including furnishings and textiles,

furniture, consumer electronics, home electronics and home services. It operates

retail formats like Home Town, Furniture Bazaar, Collection I, E-Zone, and

Electronics Bazaar.

2. Future Capital Holdings:

Future Capital is the financial arm of the group and is involved in asset

management (both private equity and real estate funds) with plans to get into other

financial services including insurance, credit and other consumer related financial

services. Its associate companies are Kshitij Investment Advisory Co. Ltd.,

Indivision Investment Advisers Ltd., and Ambit Investment Advisory Co. Ltd.

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 3. Indus league clothing Ltd. :

The group owns a majority stake in Indus League Clothing Ltd., one of the

leading apparel manufacturers and marketers in India. Some of its leading

brands include Indigo Nation, Scullers, Urbana, Urban Yoga and Jealous

4. Galaxy Entertainment Corporate Ltd. :

The group owns a stake in Galaxy Entertainment Corporate Ltd. that operates

chains like Bowling Company, Sports Bar and Brew Bar.

JOINT VENTURES COMPANIES

1. Planet Retail Holdings Ltd. :

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The group is a joint venture partner in Planet Retail Holdings Ltd., which operates

sports, lifestyle and leisure retail chain. It also owns the franchisee and

distribution rights of brands like Marks & Spencer, Guess, Debenhams and Puma

in India.

2. Footmart Retail:

Footmart Retail is a joint venture with Liberty Shoes and is engaged in the

retailing of footwear products in India.

3. Capital Land Retail India:

The group is a joint venture partner in CapitaLand Retail India, along with

Singapore-based CapitaLand Limited. The company provides retail management

services to retail properties owned or managed by various group companies and

investment funds.

LINE OF BUSINESS

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e telling

Futurebazaar.com offers the widest range of products at lowest prices everyday!

Having pioneered the retailing business in India, PRIL has now decided to

revolutionize the consumer e-commerce business in India. It intends to provide

customers with a streamlined, efficient and world class personalized shopping

experience, which will be supported with the best technology platform.

Buying products is a 3 step simple process. All one has to do is Search, Register

and Buy. Here you can expect a shopping experience akin to shopping at an

actual bazaar but with added simplicity & everyday low prices and an assurance

of 'your product' will be delivered within 7 days of purchase.

We are proud to inform you that Future Bazaar has been named as the Best

Indian Website 2007 in the Shopping category by PC World.

Future Bazaar won the top spot after beating other established players like

Rediff, Indiatimes, Sify, ebay, Indiaplaza, Chennai Bazaar and India Mall. The

award was presented to Future Bazaar for its "decent, no-nonsense approach,

while providing a good shopping experience".

2.Food

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 Brew Bar: The Brew Bar is a classy and refined; yet reasonable an

egalitarian a bar with loads of bonhomie.

Caf Bollywood: Indian street food but with assurance of highest levels of

hygiene and quality.

Chamosa: Chamosa is a branded chain, which sell the local Indian snack

combination of tea and samosas.

Food Bazaar: Life is all about good taste and food bazaar aims to ensure the

same. With the low prices, a wide selection of products and guaranteed

freshness, you are bound to find it irresistible.

Sports Bar: A bistro focused on the world of sport, the Sports Bar is

complimented with an unrivalled ambience.

3.Fashion:

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 ALL: Shop big and shop for big, coz fashion just got a little larger! Fashion

for plus size people.

Big Bazaar: If value for money is what drives your purchase; there can be

no better place for you other than Big Bazaar.

Blue sky: Accessories like never before....get the best in sunglasses and

watches at your kind of prices.

Central: A showcase, seamless mall for all your needs. Located in the heart

of your city, Central invites you to Shop, Eat, and Celebrate.

Fashion station: Fashion Station takes fashion a notch higher in the value

segment... for the ones who have an eye for it.

Giny & Jony: Gini and Jony is a lifestyle brand with a radical approach to

kids fashion. The brand caters to an age group of 2 to 16 years, that is uber

chic, style conscious and stresses on a head to toe fashion concept.

Navaras: Navaras is a fine 22 carat pure gold and diamond jewellery brand,

retailed from Big Bazaar stores.

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 Lee Cooper: Regarded as a brand that is fun to wear and be associated with,

Lee Cooper offers the entire range of lifestyle products in fashions category

for young men and ladies.

Pantaloons: Today a leader in fashion... Promises Fresh Fashion for the

young and trendy.

Top 10: Top 10 is based on the concept of the ever popular countdown

shows, where the trendiest styles get ranked from 1 to 10; the highest

selling item gets the highest ranking!

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BOARD OF DIRECTORS

S.No Name Designation

1 Mr. V K Chopra Chairman & Director

2 Mr. Kishore Biyani Vice Chairman & Director

3 Mr. Vijay Biyani Managing Director

4 Mr. .Dinesh Maheshwari Executive Director & CFO

5 Mr. Anil Harish Director

6 Mr. S Doreswamy Director

7 Ms. Bala Deshpande Director

RESEARCH METHODOLOGY

Research is an organized and systematic way of finding answers to questions

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SYSTEMATIC because there is a definite set of procedures and steps which you

will follow. There are certain things in the research process which are always done

in order to get the most accurate results.

ORGANIZED in that there is a structure or method in going about doing research.

It is a planned procedure, not a spontaneous one. It is focused and limited to a

specific scope.

FINDING ANSWERS is the end of all research. Whether it is the answer to a

hypothesis or even a simple question, research is successful when we find answers.

Sometimes the answer is no, but it is still an answer.

QUESTIONS are central to research. If there is no question, then the answer is of

no use. Research is focused on relevant, useful, and important questions. Without a
question, research has no focus, drive, or purpose.

3.1 OBJECTIVE OF THE STUDY

Objective of the Retail store Marketing was to make customers aware about the Sale

offers during Denim Exchange and EOSS i.e. End Of Season Sale provided by

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 Pantaloon and also to achieve the Green Card target of Customer loyalty Program

during EOSS.

To provide extra privileges to Pantaloons Green Card customers - keeping in mind that

they get extra privileges not only inside the store of Pantaloons, but also outside the

store and to make the Pantaloon Customer Loyalty Program more powerful by doing

tie-ups with Restaurants, Health-Clubs, Saloons, Pubs, colleges, Laundries, Tattoos

Makers.

To make Green Card Members realize that they are Special customers for the company.

To find out customer loyalty for Pantaloon store

To find out customer satisfaction

3.2DATA COLLECTION METHOD

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The methodology adopted for data collection for the marketing activities i.e. the

tie-ups with

Restaurants

Pubs

Saloons

Laundries

Societies etc was Primary Method because all this was done by meeting

personally talking directly face to face or it can also be called as Personal

Interview method.

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3.3TYPE OF RESEARCH

Research is one of the most important parts of any study and pertains to the
collection of information and knowledge. Marketing research is defined as the
systematic design, collection, analysis, and reporting of data and findings relevant
to a specific marketing situation facing the company. My project has been
developed on has basis of both exploratory and descriptive research. The research
process depends upon developing the most efficient plan for gathering the needed
information. Designing a research plan calls fro decisions on the data sources,
research approaches, research instruments, sampling paln, and contact methods

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3.4SAMPLING

Data Source
For this project both primary and secondary data were valuable sources of information.

Secondary data
Secondary data provides a starting point for any research and offers valuable sources of
already existing information. Secondary data are the easiest to gather and the cost of
collecting this data is also very low. For my project work it was collected through the
help of various directories of various associations, magazines, newspapers, websites etc.
The directories helped me in short lisitng people, for my target people.

Some of the directories made use of are as follows:

Telephone directory
Income tax office
City directory
Chartered accountant directory
Carpet industries directory
Indian medical association directory
Transporter directory
Lawyers directory
Builders & constructors directories

Primary data
Primary data are data freshly gathered for a specific purpose. For my project work the
primary data was collected by means of survey though questionnaires.

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Contact methods
Once the client had been decided now my task was how to contact them, and for me there
only two ways of contacting them.
1. Personal interview:- this method was the most appropriate way of survey,
because by personal interview I came to know about their feeling for Axis
Bank.
2. Telephone:- This method was also used by me once or twice, keeping in
mind the busy schedule of a few respondents.

SAMPLE SIZE

Sample size was 100 including all restaurants, laundries, saloons, societies, pubs

etc.

SAMPLING PERIOD

Sampling Period given was just 20 days for all Green Card Customer Loyalty

Program also for the EOSS.

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3.5 Limitations of Study

The study was based on a very modest sample size hence cannot be called as a
representation of the views and opinion of the majority.
In a rapidly changing industry, analysis on one day or in one segment can change
very quickly. The environmental changes are vital to be considered in order to
assimilate the findings.
The conclusion arrived at are based on a very less experience of researcher in this
field.

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The data given below was based on the questions which are asked during the survey.

Q.1. HOW YOU AWARE ABOUT PANTALOONS IN NEW DELHI?

Table No. 1:

No. of Respondents Percent

Ads 33 33.0

Existing customers 21 21.0

Magazines 24 24.0

Friends 12 12.0

Internet 10 10.0

Total 100 100.0

100
80
60 33 33% 21 21% 24 24%
40
20 1 2 3 12 12% 4 10 10% 5
0

No. of Res pondents

Percent

Interpretation: From the above graph shows that 33% of the respondents came to know of

through ads, 24% of the respondents through magazines, 21% of the respondents through the

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 existing customers and 12% of respondents from friends, 10% of respondents through internet.

The above graph explained that majority of respondents are Products ads and Magazines.

Q.2. What is your perception about Relocation Services of PANTALOONS IN NEW DELHI?

Table No. 2:

Particulars No. of Respondent Percentage

BEST 43 43%
GOOD 26 26%
ORDINARY 17 17%
NO COMMENT 0 0%
POOR 14 14%
WORST 0 0%
POOREST 0 0%
TOTAL 100 100%
GRAPH No.2:

100 100.00%
90 90.00%
80 80.00%
70 70.00%
60 60.00%
43.00%

50 50.00%
43

40 40.00%
26.00%

17.00%

30 30.00%
26

14.00%
17

20 20.00%
14

10 10.00%
0 0.00%
BEST GOOD Number of Respondent
ORDINARY NO COMMENT Column1
POOR WORST POOREST
0
0.00%

0
0.00%

0
0.00%

Interpretation:

The above graph reveals that best perception comes from 43%, 26% have good perception about

its Relocation services and rest by 17% have ordinary, 14% have poor perception.

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Q.3.: Customer Preferance with its channel of PANTALOONS IN NEW DELHI?

Table No. 3:

Particulars No. of Respondent Percentage

Superb 44 44%
Fair 14 14%
Good 24 24%
Excellent 18 18%
TOTAL 100 100%

Interpretation: From the above graph shows that 44% of the respondents say superb, 14% Fair,

24% Good and 18% Excellent of PANTALOONS IN NEW DELHI.

4. Do you use PANTALOONS IN NEW DELHI ?

YES NO
40% 60%

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Interpretation: From the above graph shows that 40% of the respondents say YES, 60% NO, To

use PANTALOONS.

5. Do you think PANTALOONS IN NEW DELHI Services are more trusted than others?

YES NO
80% 20%

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 NO; 20%; 20.00%

YES
YES; 80%; 80.00% NO

Interpretation: From the above graph shows that 80% of Customers thinks PANTALOONS

services are more trusted than others, and 20% customers thinks PANTALOONS services are not

trusted than others.

6. Why do you use PANTALOONS IN NEW DELHI Services?

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 Percentage
Good price 10%
Better Services 64%
Easily available 16%
Diversified categories of Services 10%

Interpretation: From the above graph shows that 10% of the respondents say good price, 64%

say Better Services, 16% due to easily available and 10% respondents use its services due to

diversified categories of services.

7. How many years have you been using its Services?

Years Percentage
1-2 Yrs 10%

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 2-3 Yrs 10%
3-4 Yrs 16%
More Than 4 Yrs 64%

10.00%
10.00%
1-2 Yrs
2-3 Yrrs
16.00%
3-4 Yrs
64.00% More Than 4 Yrs

Interpretation: From the above graph shows that 10% of the respondents use its services 1-2

years, 10% respondents 2-3 years, 16% respondents 3-4 years and 64% respondents use its

services more than 3-4 years.

8. What is the Performance scale System of PANTALOONS IN NEW DELHI?

Percentage
Excellent 60%
Good 10%
Fair 10%
Poor 10%

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Very poor 10%

10.00%
10.00%

Excellent
10.00%
Good
Fair
60.00% Poor
Very poor
10.00%

Interpretation : The Above Graph Shows that Performance of PANTALOONS IN NEW

DELHI 60% say excellent, 10% say good, 10% say Fair, 10% say Poor and 10% say Very poor.

9. Are you satisfied with its Services?

Percentage
Highly satisfied 53%
Satisfied 12%
Neutral 15%
Dissatisfied 20%

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 20.00%

Highly satisfied
53.00% Satisfied
15.00%
Neutral
Dissatisfied
12.00%

Interpretation : The Above Graph Shows that 53% of customer Highly satisfied with its

services, 12% customer satisfied, 15% customer natural and 20% customer dissatisfied with its

services.

10. In which services, customer feel best in their service?

Percentage
Quality 52%
Attitute 42%
Cant Say 6%

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Interpretation : The Above Graph Shows that 52% of customer satisfied with its Quality, 42%

customer satisfied with their Attitute and 6% customer cant say.

5.1 FINDINGS OF THE STUDY

Most of customer purchase jeans between 1.- month..

Most of customer are agree with purchasing clotthes between range 1000-2000
From the above graph shows that most of customer purchases set of clothes in once time.
From the above graph shows that Most of customer are aware when their favourate brand
product appear in the social media by pantaloons.
Most of customer think that experience using this company product is Great.

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 From the above graph shows that Pantaloons gives individual customer attention.
rate the quality of Pantloons is excellent .
From the above graph shows mostly customer Pantaloons handle customers complaint
effectively.
From the above graph shows mostly customer think there is product section where
Pantaloons need to work on
From the above graph shows mostly customer are agree with Levis provide product for
all age group

From the above graph shows mostly customer prefer jeans.

5.2 SUGGESTIONS

From the above findings and analysis, following recommendations could be drawn:
Pantaloons should more aggressively tap the youth segment, which lies in the age group
between 18-25. The reason for the same is Pantaloons was ranked first in terms of the
overall brand image. Hence, Pantaloons has a scope to reach the top position and encase
through increase in sales.
Since most of customers buy twice a year (i.e. every 6months) or occasionally, and they
are not affected by the promotions, Pantaloons should aggressively advertise coupled
with effective sales promotions for improving customer recall and Brand.

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 It was also found from the survey that colour range is low. This also limits preference
towards Pantaloons as a Clothing brand. This area should be properly looked after by
making available hosts of colours.
After sales service which is becoming the most critical success factor seems to be not
given due importance. .Proper after sales service can provide a competitive edge through
efficient customer relationship management
Pantaloons is becoming as premium brand in India. Hence, an economy product range
can also tap the unexplored middleclass range.

CONCLUSION

Through the research we can say that there is a impact of price income of a clothes brand on the
customer choice of brand. Also there is a strong correlation between price of the clothes and
customer satisfaction with the brand of clothes.

Pantaloons remains the Indias largest and best-known clothing company. However, it has
struggled in recent times to make its rich heritage relevant to the contemporary clothing market,
as consumers have been shifting to niche super premium clothing brand or fast fashion labels.

43
Ongoing product innovation remains vital for Pantaloons to stand out from intensifying
competition. Seizing control of its retail distribution will also play a key role in maintaining its
market leadership position

BIBLIOGRAPHY:

1.) www.GoogleSearch.com

2.) www.merchandiseconcepts.com

3.) www.aboutretail.com

4.) Harris, E. & Strout, E. (2001). Keeping customers happy. Sales and Marketing
Management, April, 153(4), 69.

5.) S.A.M. Advanced Management Journal, 63(1), 27-35.Holdway, A. (2001).

Delighting customers: understanding needs starts with employees.

44
6.) The benefits of customer surveys. Target Marketing, June, 20(6), 26.

7.) Book The One to one Future, Building Relationships with One customer at a
time. By Don Peppers and Martha Rogers.

8.) Consumer Insight How to Use Data and Market research to get closer to your
customer. By Merlin Stone, Alison Bond & Bryan Foss.

9.) Book Measuring Customer Satisfaction, A guide to managing quality Customer

Service. By Richard .F. Garson.

10.) Bob E. Hayes, Measuring Customer Satisfaction: Survey Design,Use,and

Statistical Analysis Methods, 2nd Edition, ASQ Quality Press,
Milwaukee, Wisconsin, 1998.

11.) Presentations conducted by Faculty members during Class lectures of

College.

12.) Zeithaml, V. (1988), Consumer perception of price, quality and

Value: a means-end model and synthesis of evidence,
Journal of Marketing, Vol. 52, pp. 2-22.

13.) A J Lamba, The Art of Retailing

14.) Retailangel.com

QUESTIONNAIRE

PANTALOONS CONSUMER STUDY

45
1.WHAT IS YOUR NAME

2.WHAT IS YOUR GENDER

MALE

FEMALE
3.WHAT IS YOUR AGE

0 to 20

20 to 30

30 to 40

40 plus
4.WHAT IS YOUR MONTHLY INCOME RANGE

less than 25,000

25,000 - 50,000

50,000 - 75,000

75000 plus
5.HOW OFTEN DO YOU SHOP AT PANTALOONS

ALMOST MONTHLY

QUATERLY

ALMOST EVERY 6 MONTHS

YEARLY
6.WHAT IS YOUR AVERAGE SPENDING AT THE STORE

less than 500

500 to 1000

1000 to 1500

1500 to 2000

2000 plus
7.WHICH OF THE FOLLOWING SERVICES WOULD YOU LIKE TO BE INCORPORATED IN OUR
STORE

STYLING COSULTANCY

KIDS PLAYING AREA

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 HOME DELIVERY AFTER ALTERATION
8.ARE YOU READY TO DISBURSE EXTRA AMOUNT FOR STYLING CONSULTANCY

YES

NO
9.IF SO, HOW MUCH

less than 50

50 to 100

100 to 150

150 plus
10.ARE YOU READY TO DISBURSE EXTRA AMOUNT IF WE PROVIDE YOU WITH THE KIDS
PLAYING AREA

YES

NO
11.IF SO, HOW MUCH

less than 50

50 to 100

100 to 150

150 plus
12.ARE YOU READY TO DISBURSE EXTRA AMOUNT FOR HOME DELIVERY AFTER ALTERATION

YES

NO
13.IF SO, HOW MUCH

less than 50

50 to 100

100 to 150

150 plus
14.WHICH OF THE FOLLOWING STORES DO YOU FIND MOST ACCESSIBLE

PANTALOONS

SHOPPERS STOP

WESTSIDE

ANY OTHER

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