A Project Report

On
A Study on customer service quality at Pantaloons Fashion and Retail LTD.
Submitted by
Rahul P
4NY16MBA27

Under the Guidance of

Dr. TPM Pakalla
Professor
Justice K S Hegde Institute of Management
NMAMIT, Nitte

Submitted in Partial Fulfilment of MBA Course to

Justice K. S. Hegde Institute of Management
(An Autonomous Institute under Visvesvaraya Technological University, Belagavi)

Department of Business Administration

Justice K.S. Hegde Institute of Management
NMAMIT, Nitte

20-06-2018
 CERTIFICATE

This is to certify that MR. Rahul P is the bonafide student of Master of Business
Administration at Justice K.S. Hegde Institute of Management, NMAMIT, Nitte for the
academic year 2016-2018. The Project Report entitled on “A Study on customer service
quality at Pantaloons Fashion and Retail LTD” is prepared by him under the guidance of
Dr. T P M Pakala, Department of Business Administration, NMAMIT, Nitte, in partial
fulfilment of the requirement for the award of degree in Master of Business Administration
from the Visvesvaraya Technological University, Belagavi.

Date: 20-06-2018
Place: Nitte
Dr. K. Sankaran
Director
Department of Business Administration
NMAMIT, Nitte.

Valued by

SI. No Name of the Examiner Signature Date

1.

2.
 GUIDE CERTIFICATE

This is to certify that the Project Report entitled on “A Study on customer service quality at
Pantaloons Fashion and Retail LTD” has been carried out and prepared by Mr. Rahul P, a
student of Justice K.S. Hegde Institute of Management, NMAMIT, Nitte, in partial fulfilment
of the requirement for the award of degree in Master of Business Administration during the
academic year 2016-2018, under my guidance.

Date: 20-06-2018
Place: Nitte
Dr. T P M Pakalla
Department of Business Administration
NMAMIT, Nitte.
 DECLARATION

I, Rahul P hereby declare that this Project Report entitled on “A Study on customer service
quality at Pantaloons Fashion and Retail LTD.” submitted by me is my original work and
is done under the guidance of Dr. T P M Pakala, Associate Professor, Department of Business
Administration, NMAMIT, Nitte, in partial fulfilment of the requirement for the award of
degree in Master of Business Administration from Visvesvaraya Technological University,
Belagavi.
The information provided by me is authentic to the best of my knowledge and is not been
submitted to any other University/ Institute for the award of any Degree/ Diploma.

Date: 20-06-2018
Place: Nitte
Rahul P
 ACKNOWLEDGEMENT

Thankfulness is the beginning of gratitude. Gratitude is the completion of thankfulness. I

would like to thank the people who have helped me throughout my work, without whose
support this project would be an incomplete one. Therefore, I would like to extend my
heartfelt thanks to them.
Firstly, I would like to thank Dr. K. Sankaran, Director, Justice K.S. Hegde Institute of
Management, Nitte for providing me with this opportunity to undertake this project.
I am highly indebted to Dr. T P M Pakalla, Associate Professor, Justice K.S. Hegde Institute
of Management, Nitte, my guide for his valuable support and guidance right from the
beginning till the end. I am thankful for his valuable encouragement, advice, support and
assistance throughout the process.
Lastly, I would like to extend gratitude to the company staff, my family and friends, who
have been a constant source of inspiration.
 Table of Contents

SI. No. Description Page No.

Executive Summary
Chapter 1 1.0 Introduction 1-9
1.1 Industry Profile

1.2 Company Profile

Chapter 2 2.1 Review of Literature 10-17

2.2 Theoretical Background

Chapter 3 3.0 Research Design 18-20

3.1 Introduction

3.2 Objectives:

3.3Statement Of the
Problem

3.4 Need and Scope of The

Study

3.5 Limitation of The Study

3.6 Methodology

3.7 Sample size

Chapter 4 4.0 Data analysis and 21-39

interpretation

Chapter 5 5. 1. Findings 40-43

5.2 Suggestion

5.3 Conclusion

Annexure

Bibliography
 Executive Summary
The report is titled A Study on customer service quality at Pantaloons Fashion and Retail
LTD. The study mainly focuses on service quality satisfaction of the customers at Pantaloons.
Pantaloons aims at providing the customers with best quality apparels at best prices.
Pantaloons has clothing for all seasons for both men and women. They have a wide range of
apparels mainly casuals, formals, sportswear, kids wear and ethnic wear.

The project was undertaken for a period of 8weeks and the information collected are from
primary sources and secondary sources. The project report prepared thereon and presented
herewith is divided into five parts.

The first part is the design of the study which describes about the industry, company profile
which gives brief a brief introduction about pantaloons and its operat ions. The second part of
the project includes literature review, the theoretical background which includes the concepts
of the study. The third section of the report is the research design which compromises the
entire methodology used to carry out the research. The objective of the study and the need for
the study along with the scope are mentioned in this section. The fourth section of the study is
data analysis and interpretation. The data collected during the field survey is entered in the
SPSS statistical software and is put in the form of table and charts. These tables and charts
are further analysed and the interpretation for the same is given below.

The fifth section is the findings, suggestions and conclusion which brings out the major
findings of the research based on the data analysis and interpretation and suggestions are
given if required in accordance with the findings. These sources are mentioned in the sixth
part which is the bibliography and annexure.

The project report concludes with some major findings related to the customer service
satisfaction at pantaloons ltd. The study was an attempt to know the customer satisfaction at
pantaloons, the physical aspects that are provided by the store and to know which dimension
of service quality is most significant in making buying decisions.
 Chapter 1
Company Profile

1
1.0 INTRODUCTION

The project is a learning situation where the understudy has the chance to increase feasible
experience. At the point, when put in this situation they are possibilities for the understudies
extend their views about various hierarchical structures and distinctive working connections
inside the working environment so as to get scholarly acknowledgment for this experience.

It is an activity to overcome any issues between learning and its application through a
development of inventories that will empower understudies of program to pick up bits of
knowledge and presentation to the business. The 8 weeks project has been situated during
fourth semester of MBA program as it fills the twin need of giving basic business bits of
knowledge to understudies also giving industry alumni of a high calibre who prepared to
progress a beyond from the very beginning.

1.1 INDUSTRY PROFILE

Retail assumes a noteworthy part in expanding course and deals for a wide range of shopper
products and ventures. In 1915 when Albert Gerrard opened the Groceries in Los Angeles,
the primary reported self-benefit store. This was soon taken after a year by the Piggly Wiggly
self-benefit store, established by Clarence Saunders in Tennessee in the U.S. General stores
and comparative composed retail represented only 4% of the market.

1.1.1 Indian retail industry:

The Indian retail part is seeing colossal development with the changing socioeconomics and a
change in the personal satisfaction of urban individuals. The developing richness of India's
devouring class, the increase of another type of retail business visionary and a story of
imported items have represented more than 10% of the nation's GDP and around eight
percent of the work. Retail industry in India is at the intersection. It has risen as a standout in
the midst of the most powerful and rapid paced enterprises with a new player entering the
market.

2
Since the overwhelming introductory speculation is required, breakeven is hard to complete
and vast number of these players have not tasted accomplishment until this point. This is for
the most part convincing in region, for example, fund, specialized know-how and worldwide
administration rehearses available with the global retailers.
It has been revealed that Indian retailers moreover scarcely rival each other, mostly on
estimating. There is a chance that permitting multinational retail structure would head out the
unmanageable area and residential players. Unexpectedly as much as forty eight percent of
the disorderly parts feel that such a section will scarcely make any effect on most of a similar
like present local players. In India, retail exchange can be fundamentally separated into two
noteworthy portions composed and disorderly or conventional segment. Retailing may
incorporate subordinated administrations, for example, conveyance. Buyers might be people
or organizations.
Web based retailing; otherwise called online business is the most recent type of non-shop
retailing. Shopping for the most part alludes to the demonstration of purchasing items.
Infrequently this is done to get necessities, for example, sustenance and garments; once in a
while it is done as a recreational action. Recreational shopping regularly includes window
shopping (simply looking, not purchasing) and perusing

Retailing in India is one of the mainstays of its economy and records for around 15% of its
GDP. The Indian retail showcase is evaluated to be US$ 450 billion and is one of the best
five retail advertises on the planet by financial esteem. India is one of the quickest developing
retail showcases on the planet, with 1.2 billion individuals. India's general retail area is relied
upon to ascend to US$ 833 billion by 2013 and US$ 1.3 trillion by 2018, at an exacerbated
yearly development rate (CAGR) of 10 percent. The India Retail Industry is step by step
crawling its way towards turning into the following blast industry.
An ever-increasing number of players were coming into retail business to present new
arrangements like shopping centers, markets, rebate stores, retail chains and conventional
looks of book shops, scientific expert shops, and outfitting stores. Pantaloons Retail (India)
Limited, is a substantial Indian retailer, which is a piece without bounds gathering and works
numerous retail organizes in both the esteem and way of life fragment of the Indian purchaser
showcase. Headquartered in Mumbai the organization has more than 1000 stores crosswise
over 71 urban areas in India.

3
 ➢ Retail Classification
Retail industry can be broadly classified into two categories namely- organized and
unorganized retail.
• Organized retail - Organized traders/retailers, who are authorized for
exchanging exercises and enrolled to pay assessments to the legislature.
• Unorganized retail – It comprises of unapproved little shops - traditional
general stores, corner shops among different other little retail outlets - yet stay
as the emanating power of Indian retail industry.

1.2 COMPANY PROFILE

Aditya Birla Group

Aditya Birla Fashion and Retail Ltd. (ABFRL) developed after the union of the marked attire
organizations of Aditya Birla Group including ABNL'S Madura Fashion division and
ABNL's auxiliaries Pantaloons Fashion and Retail (PFRL) and Madura Fashion and Lifestyle
(MFL) in May 2015. Post the combination, PFRL was renamed Aditya Birla Fashion and
Retail Ltd. ABFRL has been established in the conviction that the primary indication of
accomplishment of an advanced country lies in the capacity of its nationals to celebrat e.
India's young working populace and hearty financial execution has prompted rising salaries
which, joined with expanding worldwide introduction, are engaging numerous idle needs to
transform into requests.

With retail growing autonomously through block and cement and in addition web-based
business, the Indian form purchaser now merits cutting edge and far reaching omni-channel
choices. The ideal opportunity for ABFRL to arrive was ready. /India's biggest and quickest
developing enormous box design retailer, Pantaloons is one of the quickest developing way
of life clothing retail goals in India.

Continually improving plans, ideas and items by imbuing the most recent patterns in form
and dress styles, Pantaloons has a collection of way of life brands to o blige each shopper's
needs over numerous events. Aditya Birla Pantaloon was an inventive thought from Kishore
Bivani Chairman of Future Group. His thought and musings were incorporated down, yet it
couldn't succeed. By 2012 Aditya Birla has obtained Pantaloons and now Pantaloons are in a
Developing stage.
4
The significant contenders of Pantaloons are Life Style and Shoppers Stop (Who presented
Retail Concept) basically. Aditya Birla have propelled 34 Pantaloons Stores all finished
Kerala, their objective is to have 100 Stores by 2020.

1.2.1 Background

Pantaloons

Pantaloons started in 1997 as a Future Group organization in the journey to prepare the rising
Indian working class with an indigenous mould retail design. Continually improving plans,
ideas and items by imbuing the most recent patterns in form and dress styles, Pantaloons has
a collection of way of life brands to oblige each shopper's needs over numerous events.
Aditya Birla Pantaloon was an inventive thought from Kishore Bivani Chairman of Future
Group. His thought and musings were incorporated down, yet it couldn't succeed. By 2012
Aditya Birla has obtained Pantaloons and now Pantaloons are in a Developing stage.

1.2.2 NATURE OF THE BUSINESS

Retailing that is benefit division, is the business movement of pitching merchandise or

administrations to the last client.

Pantaloons are a one-stop look for the whole family for the trendiest form wear at moderate
costs. Their styles cover a fortunate scope of ethnic and western wear for ladies, children and
men and an extensive variety of purses, footwear, scents, beautifying agents and mould frill.

1.2.3 VISION, MSSION, QUALITY POLICY

Vision
“To be a premium global conglomerate with a clear focus on each business”

Mission
“To deliver superior value to our customers, shareholders, employees and society at large.”

Quality policy
All products sold at pantaloons are guaranteed to be a good price and of good quality.

5
 1.2.4 Our Values
• Integrity- honesty in every action
• Commitment- deliver on the promise
• Passion- energized action
• Seamlessness- boundary less in letter and spirit
• Speed- one step ahead always

1.2.5 THE ORGANIZATON STRUCTURE

STORE MANAGER

DEPARTMEN HR VM ADMINISTRATIO CASHING MARKETIN CSD

T MANAGER EXECUTIV N G

TEAM LEADER HEAD CASHIER

MAINTANANC SECURIT

TEAM MEMBER CASHIER

HOUSE KEEPING

1.2.6 ACHIEVEMENTS

• Picked as worldwide retailer for the year 2007

• Chosen as developing business sector retailer of the year 2007
• Best bosses in India in the Hewitt best bosses 2007 review
• Best oversaw organization in India
• Won pictures retail grants 2006 for best esteem retail location, best retail goal, best
nourishment and market.
• One of the "Most Trusted Retailer of India"
• Pantaloons Green Card granted 'Direct Campaign of the Year' at the 'eighth Loyalty
Awards' displayed by AIMIA.

6
1.2.7 PROMOTERS:
As the pantaloons is holding many brands so Aditya Birla Group promote all the brands.
There is another famous brand in this company so it is promoted by Madura fashions.

1.2.8 COMPETITORS’ INFORMATION:

• Westside:
This is one of the toughest competition for the pantaloons fashion and retail ltd.
Because they are located in vast area and it is more convenient for the customer and
products are arranged in very attractive manner. When customer enter the mall the
first shop they look after this store only. So, customer entry for the pantaloons is
limited.
• Lifestyle:
Is also a big competitor for the store because they have more number of collection of
the products and also, they have their sections in 3 floors so customer may think that
the particular store is having all expected products and they would not go for the
other.
• Max:
It is also a strong competitor because they have effective promotion strategy and also,
they have shown their collections in very attractive way. As their promotion strategy
is very good they created positive image in the minds of the customers and customer
think that their products also have a good quality.
• Reliance trends:
Most of the customer are prefer to go to this store because they have quality products
with affordable prices compare to pantaloons fashion and retail ltd.

1.2.9 SWOT ANALYSIS

A SWOT analysis provides an overview of firm’s situation and is an essential component of

crafting a strategy matched to company’s situation.

7
SWOT analysis is tool for measuring quality, shortcoming, opportunity, and dangers and is
organized arranging technique that assesses those four components of an association,
undertaking or business wander. A SWOT examination can be done for an organization, item,
place, industry, or individual. It includes indicating the goal of the business wander or
venture and recognizing the interior and outside components that are positive and
troublesome to accomplish that target.

STRENGTH

• With its portfolio of established brands and large format fashion retail presence, their
Company has a leading position in the Indian apparel market and caters to consumers
across all segments, from Luxury to Value, straddling men, women and kids in the
formal and casual space.
• Their Company has developed strong product portfolio amongst its brands based on
high quality, constant innovation, strong internal design setup, large and deep
distribution network and an agile and robust supply chain system. The company
produces large share of its high value garments at its state-of-art manufacturing
facilities to ensure highest standards of product quality.
• Their Company pulls in the best ability in the attire business and has solid frameworks
of supporting the ability sponsored by vigorous individual’s advancement forms,
coaching and worker commitment programs.

WEAKNESSES
• While the Company has a solid nearness and brands in men's wear section, it has a
generally bring down nearness in western ladies' wear, easy-going wear, denims and
children wear portions.
• As a piece of its procedure, their Company is definitely centring to rapidly fabricate
capacities in these portions.

8
OPPORTUNITIES
• Rising incomes, favourable demographics expanding manner towards form, more
noteworthy access and mindfulness about brands is making a vast move towards
marked mild the nation over.
• While purchasers in bigger urban areas have approached marks and sorted out
retailers, the general market keeps on staying under-infiltrated. This offers
development openings in Tier II/III urban communities. Your Company has accepted
key calls to extend in these regions in light of these developing openings.
• The emerging E-Commerce channel opens up open doors for the Branded Apparel
business to connect with a huge base of purchasers.
• Organization is additionally hoping to tap the open door in the super-premium
fragment as more prosperous purchasers look for universal brands and worldwide
encounters.

THREATS AND RISKS

• Retail space in India is constrained to scratch markets and a couple of fruitful
shopping centres, prompting a shortage of good retail spaces.
• The offer of online business is developing quickly and conventional channels of
conveyance will be experiencing tension.
• Organization faces steady danger on its ability pool from rivalry and progressively
from the new worldwide players and E-Commerce organizations in the business.

1.2.10 FUTURE GROWTH AND PROSPECTS:

Recently they are interested to expand their retail business in Mysore and along with that are
interested to establish two retail outlets in Gulbarga.

9
 Chapter 2
REVIEW OF LITERATURE AND
THEORETICAL BACKGROUND

10
2.1 REVIEW OF LITERATURE

Service Quality

At present in a continuously changing business atmosphere, providing a superior service

quality, by keeping the strong focus on what customer expects, is one of the important factors
allowing firms to acquire a long lasting competitive benefit in winning the market. For this,
currently marketers are trying to focus more on continues monitoring and valuation of service
quality, involving various innovative offering and service developments, which have a direct
influence on customers service experience. For instance, better service quality will lead to
increased perceived service value and satisfaction, it will also improve the service providers
customer retention and financial performance and also enhance the corporate image.

Quality has become an important part of our day to day life. Firm considers quality as main
strategy for the introduction of new products or services with the intention to gain attention of
the customers (Ali, 2018) As the customer go in search of and as they express their desire for
quality product or services, which helps the firm to develop the products as per the customers
desire.

To understand service quality, it is necessary for the organization to first understand how the
service quality is perceived by the customer and then determine in what way service quality
is influenced (Grounous, 2007). it should have noted that, the customer will first focus on the
quality of service provided, so the firm must try to focus on understanding customers
perceived quality say, in case of airplane services, the customers focus on the comfortability
of seats, greetings, appearance rather on safety, because safety is the necessary aspect which
the firm has to fulfil. The customers expectation and perception of the service will become
important when the customer realizes that the perception exceeds the expectations.

Service quality is the difference between what the customers expects from the service
performance prior to the service encounter and their perception of the service received. Is an
attitude-based view (Patrick P. Et. Al 2012). Customer expectation serve as the base on
which service superiority will be evaluated by the customer. At the same time, as service
quality increases, satisfaction with the service and intentions to reuse the service increases.

Service quality is multi-dimensional phenomenon. Lehtinen and Lehtinen (cited in Harrison,

2000) have referred service quality to dimension of physical quality, interactive quality and
organizational quality as three dimensions. By taking this has a base, (zeithaml et al. 1996)

11
have referred ten dimensions of service quality, but in their further studies, they have found
strong correlations among those dimensions. Thus, they have combined these dimensions and
applied the fivefold dimension of Reliability, Responsiveness, Assurance, Empathy and
Tangibles for testing the service quality. Out of these five-dimension empathy is perceived as
the most significant factor of service quality (Turgay Buck, 2014). When the customers are
given individual attention their expectations towards that particular service provider will
increase.

Customer satisfaction

Customer satisfaction is a frequently used term in today’s business world. In general

customer satisfaction is how the products or services provided to customers meet or fulfil
their expectations. Measuring of customer satisfaction helps the firm to understand how
successful they are in providing services or products and meeting the customer needs.

It cannot be neglected that satisfied customer is intended to buy more than a less satisfied
person. The firm must also try to convert the less satisfied customer to satisfied customer
(Novikova, 2009; Angelova and Zekiri, 2011). In a highly competitive market, customer
satisfaction is indeed a crucial key that builds strong and long-term relationships between the
customer and firm. Therefore, the measuring of customer satisfaction has become a very
important concern for the companies to achieve such success.

Customer satisfaction is a set of behavioural intentions. Scholars have presented impressive

evidences on such various behavioural intention indicators, like a satisfied is tend to go for
repeat purchase, he will recommend others about the firm, he will be loyal to the company
and a particular company will be their first priority etc (Mohammad, 2012). It is therefore an
important strategy to be a successful business leader.

One of the most important goal of any organization is to retain and satisfy current and past
customers. Organizations which continuously satisfy customers enjoys high level of retention
and greater profitability as a result of increased customers loyalty (Wicks & Roethlein,2009).
For this reason, it is vital to keep customers satisfied and there are different ways to achieve
this and one way is by trying to understand their expectation and perception about the
services or products offered.

Even though satisfaction is referred as the difference between expectation and performance,
there is a difference between quality and satisfaction (Jamal & Naser, 2002). For instance,

12
satisfaction is the decision made by the customer after the experience while quality is not the
same. In satisfaction, expectations for goods is “would”, whereas when it comes to quality,
expectations for goods is “should”.

When the reason behind the increase for customer satisfaction is the perceived service
quality, there exists a relationship between service quality and customer satisfaction (Negi,
2009). Thus, it can be said that customer satisfaction is based on quality of service. Bo th
service quality and customer satisfaction have a positive effect on customers re-patronage
intentions, which shows that both the service quality and customer satisfaction have a vital
role to play in the success and survival of any business in the competitive market (Fen &
Lian, 2002)

2.2 Theoretical Background

Organizations today are interested in providing top quality customer service to clients. Over
20 billion customer satisfaction surveys are conducted on an annual basis around the world in
an attempt to understand what customers want from their experience and how well they
perform against delivering on those expectations.

Understanding client needs is a prerequisite for delivering superior service. Customers will
compare their perceptions of the service against their expectations when judging the quality
of an organization’s service delivery.

Investing in voice of the customer surveys and analytics is never a poor investment.
Organizations must know who their clients are, what they experience now, and what they
want from future service experiences. In addition, the stability of those expectations and how
quickly they change over time or vary across service situations and client groups must also be
examined.

In general, there are five dimensions of service excellence that every customer is looking for,
regardless of the type of organization or interaction. They are

13
2.2.1 Dimensions of service quality

Reliability
Assurance Tangibles
Responsiven
ess Empathy

Customer Satisfaction

Dimension 1- Reliability

Reliability means the ability to perform the promised service dependently and
accurately. The reliability Service Quality Dimension refers to how the company are
performing and completing their promised service, quality and accuracy within the
given set requirements between the company and the customer. Reliability is just as
important as a goof first hand impression, because every customer want to know if
their supplier is reliable and fulfil the set requirements with satisfaction. End of the
day creating sense of trust in people and providing them with finest quality service as
promised.

Dimension 2- Responsiveness

It is the willingness of the employees to help the customers and provide prompt
services. This is also a very important dimension, because every customer feels more
valued if they get the best possible quality in the service. This part of service quality
is very important because, it will help company to know what customers are

14
expecting, what are their needs and making it responsiveness to give an assurance to
their customer.
Dimension 3- Assurance

Assurance can be termed as the knowledge and courtesy of the employees and their
ability to inspire, trust and confidence among the customers. To assure the customers
that their problem will be handled and managed smoothly. Are the employees skilled
workers which are able to gain the trust and confidence of the customers? If the
customers are not comfortable with the employees, there are a rather large chance that
the customers will not return to do further business with the company.

Dimension 4- Tangibles

It means the appearance of physical facilities, equipment, personnel and other

materials like signs, directions etc. Service providers will still want to make certain
their employees appearance, uniforms, equipment, and work areas on-site (closets,
service offices, etc.) look good. In other words, the tangible dimension is about
creating first hand impressions. A company should want all their customers to get a
unique positive and never forgetting first hand impression, this would make them
more likely to return in the future.

Dimension 5- Empathy

The empathy Service Quality Dimension refers to how the company cares and gives
individualized attention to their customers, to make the customers feeling extra valued
and special. The fifth dimension are actually combining the second, third and fourth
dimension to a higher level, even though the really cannot be compared as
individuals. If the customers feel they get individualized and quality attention there is
a very big chance that they will return to the company and do business there again.
The characteristics of empathy are caring, individualized attention will be given to the
customers. The service providers will step in to the shoes of the customers.

15
 2.2.2 GAP Model of Service Quality

The model focuses on strategies and processes that firms can employ to drive service
excellence while maintaining a focus on customers. The difference what customers expected
and what organisations perceived is known gap in service quality.

Customer Customer Satisfaction Customer

Perceptions GAP 5 Expectation

Understanding
Managing the Customer/Marketing the Customers
Communication
Evidence Research
GAP 4
GAP 1

Service Delivery Management

Perception of
Customer
Conformance Expectations
GAP 3 Design GAP 2
Conformance
Service Design
Service Standards

Gap 1: Customer expectation versus perceived service gap:

Gap 1 is the contrast between client desires of the administration and friend’s comprehension
of those desires.

Gap 2: Quality standard gap:

It is the distinction between the organization comprehension of client desires and
improvement of client driven administration outlines and models. Client driven benchmarks
are not the same as the ordinary executing norms the most administrations organization set up
in that they depend on essential client necessities that are unmistakable to and are estimated
by clients.

16
Gap 3: Service performance gap:
It is the contrast between advancements of client driven administration norms and real
administration execution by organization representatives. Not with standing when rules exist
for performing administrations well and treating clients accurately, astounding administration
execution isn't an assurance.

Gap 4: promises versus performance gap:

It is the difference between the service delivered to customers and the external
communications made about the service. Guarantees are made to clients by an organization
publicizing, deals advancement, and deals staff.

17
 Chapter 3
RESEARCH DESIGN

18
3.1 Introduction

Research design is plan for marketing research. It provides a successful map of research work
it is finding the information’s in detail and also solves the research problems.

3.2 OBJECTIVES:

The important objective of the project is to study about the customer service quality at
Pantaloons Fashion and Retail Ltd. Keeping this in mind the study was structured to meet the
following objectives:

• To know the customer satisfaction regarding the service offered.

• To know the importance of physical evidence in service quality
• To identify the gaps between expectation and perceptions of customers regarding the
quality of services rendered.

3.3 STATEMENT OF THE PROBLEM:

Pantaloons fashion and retail ltd is retail industry. The main purpose of this industry is to give
effective service to the customer and should satisfy them. The organization must understand
the expectation of the customers. Here the customer service quality topic is selected because
how effectively the organization giving its service to the customers according to their
expectations.

3.4 NEED AND SCOPE OF THE STUDY:

Business do not exist without customers. Catering to the needs of the client is key to
customer retention. To provide excellent customer service, a culture of serving clients must
pass throughout the organization. When all employees understand that pleasing clients is
connected to the success of the business, they will take the initiative to create a superior
customer experience. Understanding what customers expects is very much important for the
business to survive in this competitive world, where every second a new store is opened and
becoming famous. What type of customer visits a particular outlet, it is important for the
employees to make sure that the customers are not disappointed. A disappointed or
unsatisfied customer will be a threat to the company.

19
The study is on the topic of customer service quality in pantaloons fashion and retail ltd. And
their response towards the service provided by the company. This study is based on finding
out what important role does the physical aspect play in providing services to the customers,
and to know which service quality dimension is of more important to the customers.

3.5 LIMITATION OF THE STUDY:

The research conducted to study the customer service quality at Pantaloons Fashion and
Retail Ltd. Therefore, the limitation of the study was in using the expertise knowledge of
statistical data interpretation. Since there was a restrictive time span to conduct the study so
the highly standardized statistical tools were not used. The research was conducted in limited
area so the considered population may not represent the total population.

3.6 Methodology
The purpose of this research is to study the customer service quality at Pantaloons Fashion
and Retail Ltd. The research is quantitative in nature. Both primary and secondary data
sources have been collected. Secondary data is collected through reviewing research papers,
journals and questionnaire. Primary data is collected by providing structured questionnaire
and the personal interaction with the customers.

The questionnaire was constructed by keeping four categories as basis. First category was to
understand the profile of the respondents. In the second category to know about the
satisfaction of the customers regarding the services offered. Third category in the
questionnaire was to understand the importance of physical aspects in the store and the fourth
category was focused on identifying which aspect of the service quality dimension was more
important

3.7 Sample size:

The sampling method used in this research is convenient sampling which is one of the main
type of non-probability sampling methods. The sample size taken for the research survey is
100. The study was conducted for a period of nearly 8 weeks from 16 April 2018 to 9 May
2018.

20
 Chapter 4
DATA ANALYSIS AND
INTERPRETATION

21
4.0 Data analysis and interpretation

Profile of the respondents

Table No. 4. 1: Age wise classification of respondents

SL. NO CATEGORY RESPONDENTS PECENTAGE
(%)
1 Below 25 56 56
2 25-35 22 22
3 36-50 18 18
4 More than 50 4 4
Total 100 100
Source: Filed Survey

Graph 4.1: Age wise classification of respondents

Age of respondents
4%
18%
56%
22%

1 below 20 2 21-35 3 36-50 4 more than 50

Interpretation
From the above graph we can know that 56 out of 100 respondents were below 25 years of
age which represent the youth population. 22 respondents were between 25-35 years, 18
respondents were between the age of 36-50 years and only 4 respondents were above 50
years. Most of the respondents represent youth population as they are driven by the
fashionable products.

22
 Table No.4.2: Gender of the respondents
SL.NO CATEGORY RESPONDENTS PERCENTAGE (%)
1 Male 36 36
2 Female 64 64
Total 100 100
Source: Field Survey
Graph 4.2 Gender of the respondents

Gender of the respondent

36%
64%

1 male 2 female

INTERPRETATION

Above table shows gender of the respondents 64% of the respondents are females and 36% of
the respondents are males. Most of the females prefer going for shopping may be because of
the trending fashion, offers or to find out what about the new arrivals.

Table No.4.3 Classification Based on Occupation of the Respondents.

SL.NO CATEGORY RESPONDENTS PERCENTAGE (%)
1 Student 46 46
2 Professionals 6 6
4 Homemaker 22 22
5 Others 26 26
Total 100 100
Source: filed survey

23
 Graph 4.3 Occupation of the respondents.

No.of respondent

26%
46%
22%
6%

1 student 2 professionals 4 homemaker 5 others

Interpretation:
From the above graph it is clear that about 46% of the respondents who visit the shops are
students up to the age of 25 years. 22% of the respondents indicates homemaker. 26% of the
respondents agree other it may be kids, old population etc. While only 6% of the respondents
represents professionals, who visit the shop. The main reason for low percent of professionals
may be the busy schedule or may opt for online shopping.

How do you know about pantaloons?

This question was asked with the intention to find out exactly through what source the
customer come to know about the outlet.

Table No. 4.4 Know about pantaloons

Valid Cumulative
Frequency Percent Percent Percent
Family 26 26.0 26.0 26.0
Friend 38 38.0 38.0 64.0
Reference group 9 9.0 9.0 73.0
Advertisement 27 27.0 27.0 100.0
Total 100 100.0 100.0
Source: Field survey

24
 Graph 4.4 Know about pantaloons

Know about pantaloons

38%
40

26% 27%
30

20
9%
10

0
Family Friend Reference group Advertisement

Interpretation
From the above table and graph, it is clear that nearly 38% of the respondents come to know
or are influenced by their friends. And about 53% of the respondents visit the shop due to the
influence of their family members or advertisements. While only 9% of the population come
to know about the store from the reference group. Since most of the people who visit the shop
represent youth population, they are influenced or are recommended by their friends.

Frequency of visiting the shop

This question was asked to get an idea about the frequency of the customers visiting the shop.

Table No. 4.5 Frequently visit

Cumulative
Frequency Percent Valid Percent Percent
Weakly 2 2.0 2.0 2.0
Fortnightly 15 15.0 15.0 17.0
Monthly 37 37 37 54.0
Only during
offers and 46 46 46 100.0
festivals
Total 100 100.0 100.0
Source: field survey

25
 Graph No. 4.5 Frequency of visit

46%
50
Frequncy of visit
37%
40

30

20 15%
2%

10
Weakly Fortnightly Monthly Only during
offers and
festivals

Interpretation
From the above graph it is clear that 46% of the population visit the shop during the festive
season or when there are offers available. This may be mainly because most of the
respondents are students within the age of 25 years. While 37% of the respondents will go to
the shop monthly and are the regular customer while 17% of the respondents will do the
purchase very often like weekly or once in a two week which may be indicated as early users
of a particular type of fashion or apparel.

26
Following few questions are designed to know about the customer satisfaction while
purchasing the product from the store. These questions are included to meet the objective of
the study.
Preferred mode of payment
This question was asked to know whether the customers are satisfied with the payment
facilities provided by the outlet.

Table No. 4.6: Preferred mode payment

Valid
Frequency Percent Percent Cumulative Percent
On cash 31 31.0 31.0 31.0
Debit card 54 54.0 54.0 85.0
Credit card 15 15.0 15.0 100.0
Total 100 100.0 100.0
Source: field Survey

Graph No. 4.6: Preferred mode of payment

mode of payment
54%
31%

15%

On cash
Debit card
Credit card

Interpretation
The above table shows that 54% of the people make their purchase through their debit card,
which is the most convenient way of making the payment at the present days. 15% of the
respondents have agreed that the company provides the credit facility wherein the customers
don’t have ready cash at the time of purchase. While 31% of the people make their payment
on cash, as they are not convenient with debit card payment or who does not prefer credit
facility.

27
Mode of purchasing
The question was framed with an attempt to know whether the customers prefer online
shopping or offline shopping.
Table No. 4.7 Preferred mode of purchase
Valid Cumulative
Frequency Percent Percent Percent
Online purchase 34 34.0 34.0 34.0
Offline purchase 66 66.0 66.0 100
Total 100 100.0 100.0
Source: Field Survey
Graph 4.7 preferred mode of purchase

Mode of purchase

34%

Online purchase

66%
Offline purchase

Interpretation
From the above table it is clear that about 66% of the respondents prefer buying apparels
offline or through personal visit. It is because of the physical appearance of the product and
satisfaction of the customers by seeing the product in person and because of their personal
positive experience towards the service provided by the store. While only 34% of the
respondents go for online shopping. The people may have opted for online shopping as they
feel it is convenient and time saving method.

28
Criteria while making buying decision
The above question was framed to know on the basis on which the customer chose to buy the
product from a particular shop and to know whether the physical aspect of the shop have any
influence on buying decision.

Table No. 4.8: Criteria while making buying decision

Valid
Frequency Percent Percent Cumulative Percent
Price 5 5.0 5.0 5.0
Reliability 20 20.0 20.0 25.0
Physical
43 43.0 43.0 68.0
aspect
Quality 32 32.0 32.0 100.0
Total 100 100.0 100.0
Source: Filed Survey

Graph 4.8: Table No. 4.7: Criteria while making buying decision

Buying criteria

60
43%
40
20% 32%
20 5%
0
Price
Reliability
Physical aspect
Quality

Interpretation
The above graph clearly indicates that the physical aspect or how the store is set attracts most
of the customers to buy the product as majority of the respondents that is 43% have agreed.
While quality of the product and service provided is given the second importance by 32% of
the respondents. Reliability and price totally account for 25%. It may be because based on the
quality and how the particular shop is attractive compared to other shop will play an
important role in making the buying decision.

29
Whether there was a qualitative support from employees
This question was included to know how supportive the employees are towards the customers
and whether the customers are actually satisfied with the service provided by the employees
when needed.

Table No. 4.8: Qualitative support employees

Valid Cumulative
Frequency Percent Percent Percent
Always 56 56.0 56.0 56.0
Most of the time 34 34.0 34.0 90.0
Never 10 10.0 10.0 100.0
Total 100 100.0 100.0
Source: Field Survey
Graph 4.8 Qualitative support from employees

Support from employees

60

45

30 56%

34%
15
10%
0
Always Most of the time Never

Interpretation
From the above table and graph, it is clear that 56% of the respondents agree that the
employees of the store are helpful while making any buying decision. But 34% of the
respondents have said that not always but most of the time they are helpful, it may be because
sometimes the employees may be new to the work and may not be aware about the guidelines
of the store so may not be able to help the customers. It may be noted that only % of the
respondents have said that the employees were never supportive to them.

30
The following few questions are regarding the satisfaction of the customers with overall
physical aspects in and around the store. These questions are included for the purpose of the
second objective of the study.

The colourful product assortments of fast fashion products could increase your interest
to go into the store
The above statement was included to know the satisfaction level of the customers with
physical facilities provided by the store.

Table No. 4.9 Colourful product assortment

Frequency Percent Valid Percent Cumulative Percent

Strongly satisfied 26 26.0 26.0 26.0
Satisfied 39 39.0 39.0 65.0
Neutral 26 26.0 26.0 91.0
Dissatisfied 9 9.0 9.0 100.0
Total 100 100.0 100.0
Source: Field Survey
Graph 4.9 Colourful product assortment

Colourful product assortments

Strongly satisfied Satisfied Neutral Dissatisfied

9%
26%

26%

39%

31
Interpretation
The above chart shows that 39% of the respondents are satisfied with the statement, because
of the easy identification of similar products, ease of checking prices and attractive way of
purchasing experience. While on one side 26% of the respondents strongly agree with the
statement and other 26% of the respondents are neutral and only 9%of the respondents are
dissatisfied while no respondents have opted for strongly dissatisfied.

The interior decoration in the store is very good

This question was asked to know whether the company provided proper seating facility or
other physical arrangements within the shops were satisfied or not.
Table No. 4.10: Interior decoration

Frequency Percent Valid Percent Cumulative Percent

Strongly satisfied 32 32.0 32.0 32.0
Satisfied 38 38.0 38.0 70.0
Neutral 25 25.0 25.0 95.0
Dissatisfied 5 5.0 5.0 100.0
Total 100 100.0 100.0
Source: Field Survey

Graph 4.10: Interior Decoration of the store is good

Interior decoration
38%
40

35 32%

30 25%
25

20

15

10 5%
5 0%
0
Strongly Satisfied Neutral strongly Dissatisfied
satisfied dissatisfied

32
Interpretation
The above diagram indicates that interior decoration of the store is very good are since the
total of 70% of the respondents are strongly satisfied with the statement, because of the good
experience like comfortable in buying or checking the product might have made them
satisfied with the statement. While 25% of the respondents are neutral and 5% of the
respondents are dissatisfied might be because of the bad experience faced by them and 0%
are dissatisfied with the statement.

Are you happy with the current parking facility in the store?
This question was included to know about the satisfaction of the customers regarding the
parking facilities provided by the company. This was asked to find out the satisfaction of the
customers with the physical facilities provided by the company.

Table No.4.11 Parking Facility provided

Valid
Frequency Percent Percent Cumulative Percent
Yes 57 57.0 57.0 57.0
No 43 43.0 43.0 100.0
Total 100 100.0 100.0
Source: Field Survey

Graph 4.11 parking facility provided

Parking facility

43% yes
57% no

33
Interpretation

From the above data we can say that 57% of the respondents have said that they are satisfied
with the parking facility that is provided by the company. 43% of the respondents are not
happy with the parking facility. The inconvenience or lack of proper direction towards the
empty parking space may be the reason for the customers to be dissatisfied with the parking
facility provided.

Have you exchanged the product for another product?

This question was asked to know whether the customers have exchanged the product and if
yes, to know whether they have faced any kind of problem with exchange.

Table No. 4.12 Exchanged product

Valid Cumulative
Frequency Percent Percent Percent
Yes 19 19.0 19.0 19.0
No 81 81.0 81.0 100.0
Total 100 100.0 100.0
Source: Field Survey
Graph 4.12: Exchanged the product

Exchanged product

19%

81%

34
Interpretation
From the above data it is clear that 81% of the respondents have not gone for exchanging the
product may be because of the good quality of the product which shows the positive notion
about the company, while only 19% of the respondents have exchanged their product for
other product. This might have gifted to them or purchased in urgency without trialling the
product.

Problem experienced with exchanging the product

This question was included because since our previous question was about exchanging the
product we wanted to know whether there was any problem faced by the customers while
exchanging the product and to know what problem they had faced.

Table No. 4.13 Problem experienced with exchange

Frequency Percent Valid Percent Cumulative Percent

No problem 55 55.0 55.0 55.0
Availability 35 35.0 35.0 90.0
Yes 10 10.0 10.0 100.0
Total 100 100.0 100.0
Source: Field Survey
Graph 4.13 problem experienced with exchange

Exchange Problem with exchange

No any problem Availability Procedure

10%

35% 55%

35
Interpretation

The above graph shows that 55% which is the majority of the respondents have agreed that
they have not faced problem while exchanging their products. This indicates that the
customers were satisfied with service provided by the company. While 35% of the
respondents have agreed when they went to exchange the products, they dint not find the
suitable or there was problem of availability of the product for that price and 10% of the
respondents have agreed that they had the problem of procedures which led to dissatisfaction
among the customers while exchanging the product.

Good exterior visual merchandising attracts attention, creates interest and invites the
customer into the store
This question was included to know the impact of physical appearance on customer
satisfaction.
Table No 4.14 Exterior visual

Frequency Percent Valid Percent Cumulative Percent

Strongly satisfied 13 13.0 13.0 13.0
Satisfied 40 40.0 40.0 53.0
Neutral 28 28.0 28.0 81.0
Dissatisfied 19 19.0 19.0 100.0
Total 100 100.0 100.0
Source: Field Survey

36
 Graph 4.14 exterior visual

Exterior visual

40%
40 28%

30 19%
13%
20

10

0
Strongly Satisfied Neutral Dissatisfied
satisfied

Interpretation

From the above table it is clear that 40%of the respondents agree that attractive exterior
visual is very important. People get attracted towards how cleanly the particular shop is set
and how attractive it and based on this the customer satisfaction level towards the shop also
increases. While 28% of the respondents indicate that they are neither satisfied nor
dissatisfied as to how the exterior visual of the shop is. They buy the product o r are satisfied
provided they get what they want. 19% of the respondents are dissatisfied or disagree with
the statement. 13% of the respondents strongly agree with the above statement. Thus,
majority of the respondents are satisfied because it helps to give correct picture of the outfit
when we wear it.

37
The following questions were asked to know about the service quality satisfaction of the
customers who visit the store. In the following question there were 5dimensions based on
which the questions were framed the first part cons

Model Summary

Mode Adjusted R Std. Error of the

l R R Square Square Estimate
1 .392(a) .153 .047 .65685

Coefficients(a)

Mode Unstandardized Standardized

l Coefficients Coefficients T Sig.
Std.
B Error Beta
1 (Constant) 1.474 .840 1.755 .083
Modern equipment -.104 .115 -.100 -.908 .366
Visually appealing -.045 .083 -.060 -.545 .587
Clean attractive
.028 .106 .037 .261 .795
public areas
Layout .093 .116 .091 .799 .426
Proper time -.056 .093 -.089 -.603 .548
Merchandise -.037 .088 -.045 -.420 .676
Clear idea of product .042 .083 .056 .512 .610
Promote services .012 .070 .020 .176 .860
Courteous with
.185 .069 .283 2.688 .009
customers
Problem solved -.117 .085 -.144 -1.370 .174
High quality .059 .076 .081 .782 .436
a) Dependent Variable: serve quality satisfaction

38
Interpretation
From the above, we can say that 15% of the independent value describes the stores quality
satisfaction. Adjusted R square describes the total number of sample collected and both
independent and dependent sample size. If the sample is more it gives better results.
From the above table it is clear that since the value of courteous with customers shows better
significance as it is bellow 0.05 and hence we can say that customers prefer attention towards
at all times.

39
 Chapter 5
FINDINGS, SUGGESTION
AND CONCLUSION

40
5. 1. Findings
The present study has made an effort to know about the customer service quality of
pantaloons. From the study it is clear that most of the customers visit the shop because of
good customer service experience.
Objective 1. To know the customer satisfaction regarding the service offered.

• While conducting the survey, it is found that the main source of information or
influencing factor which promoted the people to choose the store was from the
recommendation of their friends. Nearly 46% of the respondents who visited the shop
were the students and youths who fall in the age group of up to 25 years. Family
members and advertisement was also an influential factor to some extent.
• Majority of the respondents also agreed that the company had proper and convenient
payment facility and the company was not just asking to make cash payment. Credit
and debit card facility was also provided for the customers who did not have ready
cash during the purchase. Majority of the respondents have preferred for shopping the
products offline, because they can have look at the product, try and then decide
whether to buy the product or not which may be difficult or time consuming in online
shopping.
• Majority of the respondents have said the physical aspect of the store is the major
criteria while making the buying decision followed by quality. If the physical aspect
of the store is not set proper then it indicates the service at the store is all dull. So,
having arranged the outlet clean, having direction board etc it also counted while
making buying decision along with good physical aspect the store must also keep the
quality of the product in their mind. While coming to price it may be noted that
customers will buy even if they are costly because they look only towards the brand
and image not the price
• The majority of the respondents (56%) have said that the employees were very helpful
to the customers while making the buying decision. But 34% of the customers have
said that they were supportive most of the times and not always. I also observed that,
if one employee is handling one brand when customer ask about the other brand he
could not answer the customer, so it will affect the company in retaining the customer.
In the study it is noticed that, out of 100 respondents 19% of the respondents have
gone for exchanging the product and have encountered some of the problems. Where
majority of the respondents have said that there was no problem, but there existed the

41
 problem of availability of the product and procedures during exchange were not
convenient.

These points clearly show that respondents are satisfied with the kind of service that is
offered by the store.

Objective 2. To know the importance of physical evidence in service quality

• Most of the customers are satisfied or agreed that the store as wonderful product
assortment which make provides ease in making the purchase. This colourful
assortment of their product will increase the interest of the customer to buy. They can
see the product and make their own choices which feel comfortable.
• As per the study, most of the respondents are agree that the store has good interior
decoration and visual merchandising. Having good visual merchandising and interior
decoration is important because it looks creative and attracts the customers to visit the
store and look at the product. The entrance of the store reflects the personality of the
store and must entice the passer-by to enter the store.
• The study proves that the store has good parking facility and most of the customers
are happy with parking facility that is provided by the store.
The above findings prove that the store has good physical facility and the it must be noted by
any store or company that having good physical aspects or attractive merchandising is
necessary as the first impression counts a lot.

5.2 Suggestion
• The pantaloons fashion and retail ltd provide a very good service in the organization
they have to continue the same in the future by improving more and adding some
extra creative service to the customer, if they do so they will be more successful and
become more popular organization.
• They must focus on their promotional and advertising strategy to attract a large
number of customers. Since most of the customers visit the store during offer or sale.
If the company goes for weekend sale, it would be helpful for the store as most of the
customers are student and there is possibility of them attending the store frequently.

42
 • The store must try to make the exchange procedures easy to the customers as they are
not satisfied with the way they are treated while exchanging the products.
• The store must also focus on giving some discount offers every month end on limited
stocks.
• Customers who come in search of particular stocks which are actually not available in
the store, hence there has to be a provision of making note of customer needs and by
taking their contact number or email ID the store keepers must provide them
notification on arrival of their demanded stock.

5.3 Conclusion
Pantaloons fashion and retail ltd is giving effective service to the customers. The customer is
at the heart of any successful operation. Business success often depends on customer
advocacy and loyalty. The store must try to provide wonderful customer service which makes
them feel to do their purchase activities. Through this study, it is clear that, the apparel store
must be more attractive to click the attention of the customers. Since majority of the
customers have said the physical appearance of the store is the major buying criterion of the
customer visiting the store. Since most of the respondents to the study were female, the store
must try to fulfil the empathy dimension of the customers as they are not as rational decision
maker as compared to male. This can be achieved by providing offers during festive seasons,
because during these days the dimensions like empathy, reliability, and responsiveness are
put to maximum test. In this study, it is clear that the store has are cooperative, helpful and
hardworking employees. The training given by the company helps the employees to follow
the values, norms, culture and bring them to a higher level. Pantaloons management team
organises programmes like employee’s family day, festivals, cultural day, sports and games
to motivate and to build a friendly relationship with the employees. It shows that, when the
employees are treated well, the service provided will be good and the customer will also be
satisfied. So the ultimate purpose of any organization today is to make the customers feel
satisfied by providing good customer service.

43
ANNEXTURE

44
QUESTIONNAIRE

NAME: AGE: GENDER:

OCCUPATION:

1. How do you know about pantaloons?

a) Family
b) Friends
c) Reference group
d) Advertisement
2. How frequently do you visit Pantaloons?
a) Weakly
b) Fortnightly
c) Monthly
d) Only during offers & festivals
3. Preferred mode of payment
a) On cash
b) Debit Card
c) Credit Card
4. Preferred mode of purchasing
a) Online Purchase b) Personal Visit
5. What are your criteria while making the buying decision?
a) Physical Aspect
b) Reliability
c) Price
d) Quality
6. Whether there was a qualitative support from employees?
a) Always c) Never
b) Most of the times
7. What is the service quality satisfaction level?
a) Satisfied
b) Quite satisfied c) Not satisfied
8.

45
Description Strongly Satisfied Neutral Dissatisfied Strongly
satisfied dissatis
fied

Store has modern

equipment

Physical facility
at the store
are visually
appealing

Store has clean,

attractive and
convenient
public
areas(restroo
ms)

Store layout help

customers to
find the
product
easily

Store provides
services at
proper time

The store has

merchandise
available
when
customer
need it

Employees has
clear cute
idea about
the products

Employees
provide
prompt
services to
customer

46
Employees are
courteous
with the
customers

customer
problems are
solved
immediately

The store offers

high quality
merchandise

9. The colourful product assortments of fast fashion products could increase your interest
to go into the store.
a) Strongly disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly disagree
10. The interior decoration in the store is very good.
a) Strongly disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly Agree
11. Are you happy with the current parking facility in the store?
a) Yes b) No
12. Have you ever exchanged a product for another product?
a) Yes b)No
13. What problems have you experienced with exchanging products?
a) No problem
b) Availability
c) Procedure
d) Time

47
14. Good exterior visual merchandising attracts attention, creates interest and invites the
customer into the store.
a) Strongly disagree
b) Disagree
c) Neutral
d) Agree
e) Strongly disagree

48
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Verma, D., & Verma, D. S. (2013). Customer Relationship Management Practices In
Selected Organized Retail Outlets: A Case Study of Indore City. International Journal
of Science and Research, 2(4), 2319–7064. Retrieved from
http://www.ijsr.net/archive/v2i4/IJSRON2013787.pdf

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Turnitin Originality Report
• Processed on: 18 - Jun- 2018 12:45 IST
• ID: 976633468
• Word Count: 6823
• Submitted: 1

project Report By Rahul P

Similarity Index
10%
Similarity by Source
Internet Sources:
7%
Publications:
1%
Student Papers:
8%

1% match (Internet from 04-Mar-2015)

http://icmrr.org

1% match (student papers from 02-Sep-2010)

Submitted to The Robert Gordon University on 2010-09-02

<1% match (student papers from 09-Oct-2015)

Submitted to Middlesex University on 2015-10-09

<1% match (student papers from 30-Mar-2017)

Submitted to Jamia Milia Islamia University on 2017-03-30

<1% match (student papers from 01-Apr-2011)

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