CONTENTS PAGE NO.

 Declaration

 Company Letter

 College Letter

 Acknowledgement

1. INTRODUCTION

1.1 Industry Profile 5

1.2 Company Profile (6 – 13)
1.3 Introduction to the Topic (13-15)

2. RESEARCH METHODOLOGY (16 – 18)

2.1 Statement of Problem

2.2 Need for the Study
2.3 Objectives of Study
2.4 Hypothesis
2.5 Source of data
2.6 Scope of the Study
2.7 Questionnaire Administration
2.8 Sampling

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 2.9 Statistical Tools
2.10 Limitations of the Study

3. DATA ANALSYIS AND INTERPRETATION

Tables and Graphs (19 – 29)

4. FINDINGS AND SUGGESTIONS

4.1 Findings 30

4.2 Suggestions 31

5 ANNEXURE (32-33)

6 BIBLIOGRAPHY 34

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 DECLARATION

I, Rishikesh Pradhan studying BBA, at Gyan Jyoti College

hereby declare that project report entitled “AN ANALYSIS

ON CUSTOMER SATISFACTION AT PANTALOONS” is

submitted in partial fulfilment for the award of the degree of

Bachelor Of Business Administration to the North Bengal

University, is of my original work and it has not been submitted

for the award of any degree / diploma / fellowship / or other

similar title or earlier to anywhere.

Date:
Name: Rishikesh Pradhan Signature
Roll no.: 79/BBA/150138

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 ACKNOWLEDGEMENT

The Presentation of this project has been given me the

opportunity to express my profound gratitude to all
those who have made it possible for me to thank the
Pantaloons, Aditya Birla Group. Pvt. Ltd. Siliguri, City
Centre mall, for giving me this opportunity to undergo
a project study programme in their esteemed
organization.
I am especially thankful to Mr. Debojet Das, Store
Manager, for his kind co-operation and valuable
guidance in accomplishing the study and also the staff
of Pantaloons.
I also wish to thank my Head of the Department, Mr.
Abijeet Roy who helped me directly and indirectly for
successful completion of this project.
I wish to express my sincere thanks to Dr. Malay K.
Karanjai, principal of Gyan Jyoti College for giving me
the opportunity to carry out this project work.

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 INTRODUCTION

1.1 Industry Profile

The Indian retail industry has emerged as one of the most
dynamic and fast-paced industries due to the entry of several
new players. It accounts for over 10 per cent of the country’s
Gross Domestic Product (GDP) and around 8 per cent of the
employment. India is the world’s fifth-largest global
destination in the retail space.
Indian Retail Industry has immense potential as India has the
second largest population with affluent middle class, rapid
urbanisation and solid growth of internet.
India’s retail market is expected to increase by 60 per cent
to reach US$ 1.1 trillion by 2020, on the back of factors like
rising incomes and lifestyle changes by middle class and
increased digital connectivity. While the overall retail
market is expected to grow at 12 per cent per annum,
modern trade would expand twice as fast at 20 per cent per
annum and traditional trade at 10 per cent. Indian retail
market is divided into “Organised Retail Market” which is
valued at $60 billion which is only 9 per cent of the total
sector and “Unorganised Retail Market constitutes the rest 91
per cent of the sector

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 1.2 Company profile

The India Retail Industry is the largest among all the

industries, accounting for over 10 per cent of the country’s
GDP and around 8 per cent of the employment. The Retail
Industry in India has come forth as one of the most dynamic
and fast paced industries with several players entering the
market. But all of them have not yet tasted success because
of the heavy initial investments that are required to break
even with other companies and compete with them. The
India Retail Industry is gradually inching its way towards
becoming the next boom industry.

ADITYA BIRLA GROUP

A US $40 billion corporation, the Aditya Birla Group is in the

League of Fortune 500. It is anchored by an extraordinary
force of over 136,000 employees belonging to 42 different
nationalities. The Group has been ranked Number 4 in the
global 'Top Companies for Leaders' survey and ranked
Number 1 in Asia Pacific for 2011. 'Top Companies for
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Leaders' is the most comprehensive study of organisational
leadership in the world conducted by Aon Hewitt, Fortune
Magazine, and RBL (a strategic HR and Leadership Advisory
firm). The Group has topped the Nielsen's Corporate Image
Monitor 2012-13 and emerged as the Number 1 corporate,
the 'Best in Class' 50 per cent of the Aditya Birla Group's
revenues flow from its overseas operations. The Group
operates in 36 countries – Australia, Austria, Bangladesh,
Brazil, Canada, China, Egypt, France, Germany, Hungary,
India, Indonesia, Italy, Ivory Coast, Japan, Korea, Laos,
Luxembourg, Malaysia, Myanmar, Philippines, Poland,
Russia, Singapore, South Africa, Spain, Sri Lanka, Sweden,
Switzerland, Tanzania, Thailand, Turkey, UAE, UK, USA, and
Vietnam. The Aditya Birla Group is an Indian multinational
conglomerate named after Aditya Vikram Birla,
headquartered in the Aditya Birla Centre in Worli, Mumbai,
India. The Aditya Birla Group is the world's largest producer
of Viscose Staple Fibre industry. It operates from India, Laos,
Thailand, Malaysia and China. It owns the Birla Cellulose
brand. Apart from viscose staple fibres, the group also owns
acrylic fiber businesses in Egypt and Thailand, viscose
filament yarn businesses and spinning mills in India and
South East Asia. The group has pulp and plantation interests
in Canada and Laos. Its two companies i.e. Aditya Birla Nuvo
Ltd. and Grasim Bhiwani Textiles Ltd. which is a subsidiary of
Grasim Industries are in textile business.

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Our Vision

To be a premium global conglomerate, with a clear focus on

each of the businesses.
Our Mission

To deliver superior value to our customers, shareholders,

employees and society at large.

Values
Integrity: We believe in growth of the organization with the
growth of our people. People are our investors, partners
(Vendors), employees, customers and stakeholders of the
companies.
Commitment: Aditya Birla is a name known for higher value
and good quality. We do what we commit to our people.
Passion: Our excellence in every field of business and
promise to provide the best shows the passion of the
organization.
Seamlessness: We work beyond limits; we go one step
ahead of others to serve and to benefit.
Speed: Growth is important but timely growth is the key to
success. We believe to act early.
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Aditya Birla nuvo Ltd.
Aditya Birla Nuvo Ltd. (ABNL) is a US$ 4 billion premium
conglomerate. It is part of the Aditya Birla Group, a US$ 40
billion Indian multinational operating in 36 countries in six
continents.

Leadership Team
Our leadership team provides strategic direction to Group
companies. The team comprises:

Group Chairman

Mr. Kumar Chairman Aditya Birla Group

Mangalam Birla

Business Directors

Mr. Ajay Srinivasan Director Financial Services

Mr. Ashish Dikshit Managing Director Aditya Birla Fashion and

Retail Limited

Mr. Ashok Gupta Director Aditya Birla Management

Corporation Pvt. Ltd.

Mr. Dilip Gaur Business Head Pulp & Fibre Business

Managing Director Grasim Industries Limited

Mr. Himanshu Managing Director Idea Cellular Limited

Kapania

Mr. K. K. Managing Director UltraTech Cement Limited

Maheshwari

Mr. Pranab Barua Business Director Aditya Birla Retail Limited

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 Non-Executive Aditya Birla Fashion and
Director Retail Limited
Group Mentor

Mr. Rajiv Dube Director Group Corporate Services

and Domestic Textiles,
Overseas Spinning and
Acrylic Fibre

Dr. Santrupt Misra Director Group Human Resources

Chief Executive Carbon Black Business
Officer

Mr. Satish Pai Managing Director Hindalco Industries Limited

Business Heads

Mr. Dev Group Executive E-Commerce, Solar Power,

Bhattacharya President & Payment Bank and New
Business Head Ventures

Mr. H. K. Agarwal Business Head Fibre Business

Mr. Kalyan Business Head Chemicals Sector

Madabhushi

Mr. K.C. Jhanwar Business Head Cement

Dy. Managing UltraTech Cement Limited
Director

Mr. Sushil Agarwal Group CFO

Whole Time Grasim Industries Limited
Director & CFO

Mr. Thomas Business Head Textiles, Acrylic Fibre &

Varghese Overseas Spinning

Mr. Tuhin Sector Head Minerals Resource

Mukherjee Managing Director Development
Essel Mining & Industries
Limited

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Senior Leaders

Mrs. Rajashree Birla Chairperson, The Aditya Birla Centre for Community
Initiative and Rural Development

Mr. Askaran Birla Group Trusts & Special Community Projects

Agarwala

Mr. Debu Non-Executive Director – Hindalco, Vice Chairman

Bhattacharya – Hindalco, Vice Chairman – Novelis, Group
Mentor, Chairman – BRC (Manufacturing)

Mr. Ratan Shah Group Talent Mentor

Mr. Shailendra Jain Business Review Council

Mission

 Investing in promising sectors

 Building leadership in businesses
 A platform to drive synergy of resources
 Delivering best value to all the stakeholders
 To be a responsible corporate citizen
Over the years, Aditya Birla Nuvo has transformed itself from
a manufacturing company to a diversified conglomerate.
Hindalco Grasim Aditya Birla Nuvo Ultratech Idea Novelis X
The razor-sharp focus on each business has made it a leading
player in most segments, including viscose filament yarn,
branded garments, agribusiness, textiles and insulators.
Over the past few years, Aditya Birla Nuvo, through its
subsidiaries and joint ventures, has made successful forays
into life insurance, asset management and other financial
services, telecom, business process outsourcing (BPO) and
IT services. With an optimum mix of revenue and profit

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streams, the company is in a strong position to maximise
long-term shareholder gains.
Market Position:

 Financial Services: ABNL is among top 5 fund managers

(excl. LIC)
 Fashion & Lifestyle: Largest premium branded apparel
player, largest manufacturer of linen
 Telecom: Among top 3 cellular operators by revenue
market share
 IT-ITeS : Among the top 10 BPO companies by revenue
size
 Agri business: Second-best energy efficient urea plant
 Rayon: Second largest manufacturer of VFY
 Insulators: Largest manufacturer of insulators.
Among Aditya Birla Nuvo’s joint ventures and subsidiary
companies are:
 Idea Cellular Limited, which is among the top three
cellular operators in India, in terms of revenue market
share.
 Birla Sun Life Insurance Co. Ltd., which is among the top
five private sector life insurance companies in India, in
terms of new business premium.
 Birla Sun Life Asset Management Co. Ltd., which is the
fourth largest asset management company in India, in
terms of assets under management.
 Aditya Birla Minacs Worldwide Limited, which is the
sixth largest Indian BPO company by revenue size

1.3 INTRODUCTION TO THE TOPIC

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Satisfaction is customer’s fulfilment response. It is a judgment
that a product or a service feature or the product or service
itself provides pleasurable level of consumption related
fulfilment. Customer’s satisfaction influenced by specific
product are service features and by perceptions of quality. It
is also influenced by specific service attributions, and their
perception
The telling factor in the company’s long run fortunes will be
the amount of customer satisfaction that it managers to
generate. But it doesn’t not mean the company’s sole aim is
to maximize Customer Satisfaction. If that where the case, it
should simply put out the best product and service in the
world and price is below cost. There by it would be creating
substantial customer satisfaction. But in the long run it would
be also be out of business. Customer Satisfaction like
happiness bet achieved by rendering substantial form of
assistance to others rather than by direct pursuit.
Companies that move towards adopting the market concept
benefit themselves and the society. It leads the society’s
recourse to move in the direction of social needs, there by
bringing the interests of business firms and the interest of
society in to harmonious relationship. Thus the third pillory
of the marketing concept aims to achieve good profits by
giving the customer genuine values in the satisfaction.
Customer satisfaction, a business term, is a measure of how
products and services supplied by a company meet or
surpass customer expectation. It is seen as a key
performance indicator within business and is part of the four
perspectives of a Balanced Scorecard. In a competitive
marketplace where businesses compete for customers;
customer satisfaction is seen as a key differentiator and

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increasingly has become a key element of business strategy.
Increasing competition (whether for-profit or non-profit) is
forcing businesses to pay much more attention to satisfying
customers. (It may help the reader to notice the role of
customer satisfaction in the overall context of product or
service development and management).
Measuring customer satisfaction

Organizations are increasingly interested in retaining

existing customers while targeting on-customers;
Measuring customer satisfaction provides an indication of
how successful the organization is at providing products
and/or services to the marketplace. Customer satisfaction is
an ambiguous and abstract concept and the actual
manifestation of the state of satisfaction will vary from person
to person and product/service to product/service. The state
of satisfaction depends on a number of both psychological
and physical variables which correlate with satisfaction
behaviours such as return and recommend rate. The level of
satisfaction can also vary depending on other options the
customer may have and other products against which the
customer can compare the organization’s products because
satisfactions is basically a psychological state, care should
be taken in the effort of quantitative measurement, although
a large quantity of research in this area has recently been
developed.
Work done by Berry, Brooder between 1990 and 1998
defined ten 'Quality Values' which influence satisfaction
behaviour, further expanded by Berry in 2002 and known as
the ten domains of satisfaction. These ten domains of
satisfaction include: Quality, Value, Timeliness, Efficiency,

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Ease of Access, Environment, Inter-departmental Teamwork,
Front line Service Behaviours, and Commitment to the
Customer and Innovation. These factors are emphasized for
continuous improvement and organizational change
measurement and are most often utilized to develop the
architecture for satisfaction measurement as an integrated
model.
Work done by Parasuraman, Zeithamland Berry between
1985 and 1988 provides the basis for the measurement of
customer satisfaction with a service by using the gap
between the customer's expectation of performance and
their perceived experience of performance. This provides
the measurer with a satisfaction "gap" which is objective and
quantitative in nature. Work done by Cronin and Taylor
propose the "confirmation/disconfirmation" theory of
combining the “gap" described by Parasuraman, Zeithaml
and Berry as two different measures (perception and
expectation of performance) into a single measurement of
performance according to expectation. According to
Garbrand, customer satisfaction equals perception of
performance divided by expectation of performance. The
usual measures of customer satisfaction involve a survey with
set of statements using a Likert Technique or scale. The
customer is asked to evaluate each statement and in term of
their perception and expectation of the performance of the
organization being measured.

2. RESEARCH METHODOLOGIES

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2.1 STATEMENT OF PROBLEM
The objective of every company would be ensuring
customer satisfaction for the customer satisfaction would
create loyal customers. Measuring customer satisfaction is
always a challenge, as customer either would not disclose or
sometimes do not assess their satisfaction level clearly. Many
times the customer can not specify the reasons for his
satisfaction.
2.2 NEEDS FOR THE STUDY

Pantaloons, City centre believes in satisfactory delivery of

service quality to the customer, but due to unknown reasons
that the customer satisfaction analysed by the company is not
up to the mark. The company intends to find out the causes
and remedies for the low customer satisfaction.
2.3 OBJECTIVES OF THE STUDY

The following are the objectives of the study to solve the

problem. They are:
• To know the customer satisfaction regarding Apparel.
• To identify customer interest in buying Apparel.
• To find service rendered by the company.
• To know price impact on product purchase.

2.4 HYPOTHESIS

• The products and services delivered influenced customer

satisfaction.
• The value for money also influences customer satisfaction.

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2.5 SOURCE OF DATA
Primary Data:

The Primary Data is collected through questionnaire survey

to customers.
Secondary Data:

Information is gathered from company profile, website and

book Consumer Satisfaction, author Jeffrey Gitomer (1998).
2.6 SCOPE OF THE STUDY
The scope of the study is to find out the customer satisfaction
with reference to the product and services at Pantaloons. The
study covers the different aspects of customer satisfaction.
This has been conducted in city centre mall. Data have been
collected from customer by personal interaction and through
Questionnaire. The research took 4 weeks to study the entire
customers’ perception and satisfaction level.

2.7 QUESTIONNAIRE ADMINISTRATION

Information is gathered through questionnaires from

customers of Siliguri zone and within the premises of
Pantaloons City Centre Mall.

2.8 SAMPLING
Customer entry =
Sample size = 100

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Sample unit = Customers of Pantaloons (Siliguri, City centre
mall).

2.9 STATISTICAL TOOLS

For data analysis statistical tools used is simple percentage
method

2.10 LIMITATION OF THE STUDY:

1. The study is confined to the Siliguri Zone.

2. The time spent was limited due to which the exhaustive
study could not be conducted.
3. The quality of information is based on the degree of brand
awareness among the customers.

3. Tables and Graph

3.1 Age Group of Customers visiting Pantaloons

Inference
From the table it is inferred that out of 100 respondents, 47%
where between 18 to 24 years, 29% where between 25-34
years, 17% where between 35-44 years, 4% where between
45-54 years and 3% where between 55-64 years.

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3.1 Age Group of Customers visiting Pantaloons
Age Group Customers’ age Percentage
18-24 47 47%
25-34 29 29%
35-44 17 17%
45-54 4 4%
55-64 3 3%
65 or Above 0 0%
Total 100 100%
Table 3.1 Age of customers’ visiting pantaloons.

3% Age Group 0%
5%

17% 18-24
47% 25-34
35-44
45-54
29% 55-64
65+

Graph 3.1 Age of customers’ visiting pantaloons.

3.2 Visiting on the bases of sales and promotions

Inference
From the table it is inferred that out of 100 respondents, only
11% of the customers visited pantaloons based on sales and
promotions.

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 Decision Responses Percentages
Yes 11 11%
No 62 62%
Maybe 27 27%
Total 100 100%
Table 3.2 Customers’ visiting Pantaloons based on Sales and
promotions

Decision

70% 62%
60%

50%
Yes
40%
27% No
30%

20% 11% Maybe

10%

0%
Yes No Maybe

Graph 3.2 Customers’ visiting Pantaloons based on Sales and

promotions
3.3 Friendly Employees

Inference
From the table it is inferred that out of 100 respondents, 31%
highly agreed that the employees where very friendly, 40%
agreed, 22% neutral, 7% disagreed. While 0% highly
disagreed.
Decision Response Percentage
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 Highly agreed 31 31%
Agreed 40 40%
Neutral 22 22%
Disagreed 7 7%
Highly 0 0%
Disagreed
Total 100 100%

Table 3.3 shows the friendliness of the employees towards

the customers’

Friendly employees
7% 0

22% 31%
Highly
agreed
Agreed
40%
Neutral

Graph 3.3 shows the friendliness of the employees towards

the customers’
3.4 Wide variety to choose from.

Inference
From the table it is inferred that out of 100 respondents, 53%
of the customers found that there was a wide variety to
choose from. While 21% of the customers found that there
were not enough varieties.

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 Decision Responses Percentages
Yes 53 53%
No 21 21%
Maybe 26 26%
Total 100 100%
Table 3.4 Customers’ response on the availability of wide
range of products to choose from.

Varieties

60%
53%
50%
Yes
40%
30% 21% No
17%
20% Maybe
10%
0%
Yes No Maybe

Graph 3.4 Customers’ response on the availability of wide

range of products to choose from.

3.5 Knowledge of the employees

Inference
From the table it is inferred that out of 100 respondents, 28%
highly agreed that the employees were highly
knowledgeable, 52% agreed, 20% neutral.

Decision Response Percentage

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 Highly agreed 28 28%
Agreed 52 52%
Neutral 20 20%
Disagreed 0 0%
Highly 0 0%
Disagreed
Total 100 100%
Table 3.5 shows the knowledge possessed by the employees
according to the customers

Employees knowledge
0% 0%
20% 28% Highly agreed
agreed
Neutral
52% Disagreed
Highly Disagreed

Graph 3.5 shows the knowledge possessed by the

employees according to the customers
3.6 Finding the size of an item
Inference
From the table it is inferred that out of 100 respondents, 28%
of the customers found the items of their sizes very easily.
52% found it easy, and 20% of the customers marked it as
averaged.

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 Decision Response Percentage
Very easy 28 28%
Easy 52 52%
Average 20 20%
Difficult 0 0%
Very difficult 0 0%
Total 100 100%
Table 3.6 shows the accessibility of the customers of to their
sizes.

Decisions
0% 0%

20% 28%
Very easy

Easy
52%

Graph 3.6 shows the accessibility of the customers of to their

sizes.
3.7 Value for Money
Inference
From the table it is inferred that out of 100 respondents, 12%
of the respondents’ thinks that pantaloons offered excellent
value for money on their products and services, 52%
responses were good and 35% responses were average.
Decision Response Percentage

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 Excellent 12 12%
Good 52 52%
Average 35 35%
Bad 1 1%
Worse 0 0%
Total 100 100%
Table 3.7 shows the rating of the value for money of the
products offered by pantaloons

1% Value for money

12%
35% Excellent
Good

52% Average
Bad
Worse

Graph 3.7 shows the rating of the value for money of the
products offered by pantaloons.

3.8 Recommendations
Inference
From the table it is inferred that out of 100 respondents, 59%
of the respondents agreed to recommend Pantaloons to their
family, friends and colleague. While only 3% said no and the
rest 38% said maybe.
Decision Responses Percentages
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 Yes 59 59%
No 3 3%
Maybe 38 38%
Total 100 100%
Table 3.8 shows will the respondent recommends Pantaloons
to their friends, family and colleague.

Recommendations

60%

50%

40% Yes
30% No
20%
Maybe
10%

0%

Yes No Maybe

Graph 3.8 shows will the respondent recommends

Pantaloons to their friends, family and colleague.

3.9 Would you visit pantaloons again?

Influence
From the table it is inferred that out of 100 respondents, 27%
of the respondents said that they will definitely visit
pantaloons again. 52% said probably, 19% were not sure,
1% was probably not and 1% said definitely not.
Decision Response Percentage
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 Definitely 27 27%
Probably 52 52%
Not sure 19 19%
Probably not 1 1%
Definitely not 1 1%
Total 100 100%
Table 3.9 shows the percentage of customers who would like
to visit pantaloons again.

1% Decision
1%

19% 27%

Definitely

Probably
52%

Graph 3.9 shows the percentage of customers who would

like to visit pantaloons again.

3.10 Comparison with other retail outlets.

Inference
From the table it is inferred that out of 100 respondents, 20%
of the respondents felt that pantaloons is much better than
other retail outlets, 41% said it is somewhat better, 37%
rated it as average and the last 2% felt it is somewhat worse.
Decision Response Percentage
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 Much better 20 20%
Somewhat 41 41%
better
Average 37 37%
Somewhat 2 2%
worse
Much worse 0 0%
Total 100 100%
Table 3.10 shows how the respondents compared pantaloons
with other retail outlets.

2% Decision
Much better
20%
37% Somewhat
better
Average

41% Somewhat
worse
Much worse

Graph 3.10 shows how the respondents compared

pantaloons with other retail outlets.
3.11 Overall Customer satisfaction
Inference
From the table it is inferred that out of 100 respondents, 28 %
of the respondent were highly satisfied, 43% were satisfied,
19% average, and 19% were somewhat dissatisfied.
Decision Response Percentage
Highly 28 28%

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satisfied
Somewhat 43 43%
Satisfied
Average 19 19%
Somewhat 10 10%
Dissatisfied
Highly 0 0%
dissatisfied
Total 100 100%
Table 3.11 shows the overall customer satisfaction rated by
the customers

0% Decision Highly satisfied

10%
Somewhat
28% satisfied
19%
Average

43%
Somewhat
dissatisfied
Highly
dissatisfied

Graph 3.11 shows the overall customer satisfaction rated by

the customers

4.1 FINDINGS
 From the survey it is found that 47% of the population
visiting pantaloons were between the age group of 18-
24 and 29% were between 25-34 years which shows that
pantaloons is the shopping destination of the youth
population.

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 Only 11% of the customers visited pantaloons based on
sales and promotions
 Nearly 70% of the respondent felt that the behaviour of
the employees was friendly towards them.
 When it comes to varieties, 53% of the respondents felt
that there were enough varieties to choose from while
21% felt that there was not enough variety available.
 Nearly 80% of the respondents easily found the item of
their sizes.
 When it comes to value for money of the products, 12%
of the respondent rated it as excellent, and 52% rated it
as good while 35% rated it as average. Only 1% of the
respondent rated it as bad.
 Nearly 60% of the respondent said that they will
recommend pantaloons to their friends’ family and
colleague.
 Nearly 80% of the respondent said that they will visit
pantaloons again.
 When compared with other retail outlets, 20% of the
respondent felt it was much better, 41% said pantaloons
was somewhat better, 37% rated it as average, 20% said
its somewhat worse and the remaining 2% felt it was
much worse.

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 As overall customer satisfaction 28% of the respondent
was highly satisfied, 43% was somewhat satisfied, 19%
were average and 10% were somewhat dissatisfied.

4.2 SUGGESTIONS
 Only 11% of the respondent visited pantaloons on the
basis of sales and promotions, the company must make
effort to announce more sales and discounts to tune the
difference.
 As compared with other retail outlets, 37% rated it as
average, 20% rated it as somewhat worse and 2% rated
it as much worse, pantaloons must come up with better
business and management strategy to take competitive
advantage in the market place.

ANNEXUREA

Study on Marketing (Customer Satisfaction) with regard

to Aditya Birla fashion and retail Pvt., Ltd., City centre
mall, Siliguri.

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  Questionnaire for Measuring Customer Satisfaction

1. What Category describe your age?

18-24 25-34 35-44
45-54 55-64 65+

2. Were the employees friendly?

Highly Agree Neutral Disagree Highly
agree disagree

3. Were the employees knowledgeable?

Highly Agree Neutral Disagree Highly
agree disagree

4. Did you visit the store based on a promotion or sales?

Yes No Maybe

5. Was it easy to find the item of your size?

Very easy Easy Average
Difficult Very
difficult

6. Did the store have a wide variety to choose from?

Yes No Maybe

7. Would you visit pantaloons again?

Definitely Probably Not
sure
Probably not Definitely
not
8. How would you rate the value for money of the products?

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 Excellent Good Average
Bad Worse

9. Would you recommend our products to your friends, relatives

and colleague?
Yes No Maybe

10. Thinking of similar products and services offered by other

retail outlets, how would you compare our products and
services offered to them?
Much better Somewhat Average
better
Somewhat Much worse
worse

11. Overall, how satisfied are you with our products and
services?
Very satisfied Somewhat Average
satisfied
Somewhat Very dissatisfied
dissatisfied

BIBLIOGRAPHY

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Books
 Principles of Marketing -
Philip Kotler / Gary Armstrong

 Marketing management -
V.S. Ramaswamy & Namakumari 1998

 Research methodology-
C.R.Kothari

 Marketing Research-
G. C. Beri

Search Engines
 http://google.com
 http://pantaloons.com
 http://wikipedia.com
 http://answers.com

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