NAME:- Rojalin Nayak

Regd. No:-1806258118

Internal Guide External Guide

Prof. Varun Agrawal Mr. Surya Prakash Rao
Assistant Professor CSD Manager
(Marketing),BIITM (Central Bhubaneswar)

Location: Bhubaneswar

Join Date: 14-06-2019 Relieve Date: 17-07-2019

3C Report
COMPANY:-
Products:- Hypermarket
Type :- Public Company
Numbers of employees :- ~ 25000 peoples
Industry: - Retailing
Division:- ~ 214
CEO :- Bishnu Prasad
Parent :- Future group
founded :- 2001
Slogan :- Brand. New
Headquarters :- Mumbai,India

SWOT Analysis
1. Strength 2. Weakness

Ø Wide presence in India Ø Stiff competition from global players

ØLocated close to target customers means market share growth is limited.
ØIt is always updated with changing consumer Ø Heavily crowded during festive/discount
preferences. seasons.
Ø

3. Opportunities 4. Threats

Ø Global expansion and tie-up with Ø Global players trying to enter into Indian
international brands. market.
Ø Concerntrating on e-retailing. Government policies are not well defined in
Ø Can increase the footfall by improving emerging markets.
the ambience. Ø Online Retailers
CUSTOMERS:-

Ø Income : below 1lakh, 1 lakh-2lakh, 2 lakh-3lakh, Above 3lakh and more

Ø Social class : Top-Uppers, Bottom-Uppers, Top-Middles, Bottom- Middles,
Top-Lowers
Ø Occupation : Those who are in corporate sector, Government sector,
Homemaker, Students
Ø Reference Groups : Family, Friends and Relatives

COMPETITORS:-

marketplace competitors Marketspace competitors

Pantaloons ( Aditya Birla) Flipkart ( Walmart )

Reliance Trends ( reliance Group) Myntra and Jabong ( Flipkart)
Lifestyle ( Landmark Group) Amazon India ( Amazon)

Expected upcoming compititors

Shopper stop ( K Raheja crop Group)

Introduction
Introduction:-
Ø There are a lot of factors contributing to the success (or failure) of a business, customer
satisfaction is one of them. It's important to track this issue and work on up it so as to
form your customers more loyal and satisfied with your services.
Ø It involves study on customer’s satisfaction within the store and interaction with them to
understand their needs and satisfaction level with the product and services being provided by
Central, Bhubaneswar as compaired to Pantaloons.

Objectives:-
Ø To know the response of the Bhubaneswar Central customers & factors which customers like
or dislike and think of some improvements.
Ø To know how well the customer is attended to by the customer service executives at
Bhubaneswar CENTRAL.
Ø The study is to understand how an organization practically works in a real situation.

Methodology:-
Ø For this research both primary and secondary data have been used.
Ø For this particular report the data collection for primary data was done through use of
questionnaire.
Ø Data analysis was done in pie charts.
Ø Sample of 100 people was taken in order to conduct the research.
 Analysis

Staff helpfulness and behaviour at CENTAL .

26

13

6 strongly disagree
disagree
undecided
agree
strongly agree

14

41
 Analysis

Cashier explain about the offers.

12

4
strongly disagree
2 disagree
64 undecided
agree
strongly agree

18
 Analysis

Cashback system in futurepay wallet is good or not?

7

11

strongly disagree
disagree
undecided
6
agree
strongly agree

61

15
 Analysis

How do you rate our customer service desk & in-store

announcements?

42.00%

Agree
Strongly Agree
Disagree
Strongly disagree
Undecided
8.00%

35.00%
5.00%

10.00%
 Customer satisfaction at CENTRAL in Comparison to PANTALOONS

BRAND
•In central most of the brands are available.
•In pantaloons more brands are not available in comparison to central

PAYBACK
•Customer get payback point as well as cashback option in Futurepay central wallet
•But in pantaloons they have only greencard policy
•
STOCKS
•Accoring to trend, good stock mentain in Central
•But in Pantaloons there are not more stocks

MEETING NEEDS OF THE CUSTOMER

•By using of cloudcherry (shooting customer’s problem)
•They don’t use
•
HELPING CUSTOMER
•There is a separate department of CSD(customer Service Desk) to solve the problem of the
Customer
•But in Pantaloons there is no CSD department
Suggestion and Conclusion

Suggestion:-
ØClear information required on promotional gift vouchers.
ØBhubaneswar Central try to solve the own parking problems.
ØMore staffs required to attend every customers.
ØProper terms and condition should be written in vouchers.
Ø Staffs should assist customers while purchasing
Ø Proper detailed training has to provided to the staffs

Conclusion: -
ØThis research report aims to study costumer satisfaction towards Central and
highlights its strengths and weaknesses in order that central can fight the competition
in a smarter way.
ØThe factors that attract customers to the Central, as in, the store mainly focus on their
in-house brand availability and value of money.
ØThe variety, Quality and range of products are of best type.
Thank You