Questionnaires

a) For customers shopping from organized retailers and

unorganized retailers
A. Name of the respondent –
B. Address –

C. Phone No. – Res. Ward : Mobile –

Q.1) Education – □ Under Graduate □ Graduate □ Post Graduate
Q.2) Gender – □ Male □ Female.
Q.3) Age – □ 20-25 yrs. □ 25-30 yrs. □ 30-35 yrs.
□ 35-40 yrs. □ Above 40 yrs.
Q.4) Occupation – □ Service □ Business □ □ Retired □ Housewife
□ Farmer □ Other (please specify)
Q.5) Income – (in Rs.) □ less than 5000 □ 5000-10000□ 10000-15000
□ 15000-20000 □ 20000-25000 □ above 25000
Q.6) Amount spend on shopping the grocery - □ less than 1000 □ 1000-2000 □
above 2000
Q.7) What is the frequency of shopping?
□ Weekly □ Monthly □ Fortnight basis □ Yearly
Q.8) Which organized retailer you prefer for shopping? Rank them
1. Lucky Bazaar
2. Dmart
3. Big Bazar
4. Vishal

Please read the following statements and CIRCLE the no. that most accurately reflects
the reasons behind shopping in organized retailers.
Below “1” means Strongly Disagree and “5 ” means Strongly Agree
Q.9) Customer perception
1.Organized retailers have larger inventories of
1 2 3 4 5
groceries than small grocery shops
2.I visit because it has huge space and it is not crowded 1 2 3 4 5
3.I visit organized retailer whenever I need some
1 2 3 4 5
enjoyment.
4.I visit only one organized retailer or bazaar. 1 2 3 4 5
5.I visit the organized retailer because it works ethically
1 2 3 4 5
about products/services.
6.I visit the organized retailer because of the freshness
1 2 3 4 5
of grocery
7.I visit organized retailer for the time pass. 1 2 3 4 5
8.I visit the particular organized retailer because they
1 2 3 4 5
gives discounts on MRP.
9.I visit organized retailer because prices are cheaper 1 2 3 4 5

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 10. I visit the organized retailer because of new price
1 2 3 4 5
offers
11. I visit the particular organized retailer because they
1 2 3 4 5
gives discounts at the time of festival

Q.10) Customer Attitude

1. I visit the particular organized retailer because it is well
1 2 3 4 5
known.
2. I visit the particular organized retailer because
1 2 3 4 5
somebody has suggested me.
3. I visit the particular organized retailer because it is on
1 2 3 4 5
the way to my home / work place.
4. I visit the organized retailer because environment is
1 2 3 4 5
brighter
5. I visit the organized retailer because products are
1 2 3 4 5
classified properly
6. I visit the organized retailer because of computerized
1 2 3 4 5
billing
7. I visit the organized retailer because prices are clearly
1 2 3 4 5
visible

Q.11) Promotional Measures

1. I visit the particular organized retailers because I have
1 2 3 4 5
seen its advertisement.
2. Weekly offers 1 2 3 4 5
3. I visit the organized retailers because layout of the
1 2 3 4 5
shop helps me to search the desired product.
4. I visit the organized retailers because there is
availability of entertainment like food court, restaurant 1 2 3 4 5
or café.
5. I visit the organized retailers because there are
1 2 3 4 5
enjoyment facilities for children.
6. I visit organized retailers or bazaars because products
1 2 3 4 5
are arranged properly.
7. I visit because credit card facility is available. 1 2 3 4 5
8. I visit the organized retailers for grocery shopping
1 2 3 4 5
because the gifts are given
9. I visit the organized retailer because I can visualize
1 2 3 4 5
range of all the grocery products from one place.

Q.12) Services Offered

1. I visit the organized retailers because there is
1 2 3 4 5
promptness in service.
2. I visit the big organized retailers because the organized
1 2 3 4 5
retailer has more than one counter for checkout.
3. I visit the particular organized retailer because of its
1 2 3 4 5
long working hours
4. I visit the particular organized retailer because
employees in the organized retailers are polite and 1 2 3 4 5
helpful.
5. I visit the organized retailers because handling of
1 2 3 4 5
customer complaints is prompt.
6. I visit the organized retailers because they provides
1 2 3 4 5
error free sales transactions.
7. I visit because stock out situation won‘t exist 1 2 3 4 5

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 8. I visit the organized retailers because its ambience is
1 2 3 4 5
good.
9. I visit the organized retailers because parking facility is
1 2 3 4 5
available.
10. I visit the organized retailers because there is provision
1 2 3 4 5
for home delivery.
11. I visit bazaar because almost all the products including
1 2 3 4 5
grocery are available under one umbrella.
12. I visit the bazaars because purchases are ―una ǁ
1 2 3 4 5
(bhesal virahit)

Q.13) Role of Brand

1. I purchase only branded grocery products 1 2 3 4 5
2. I check price before selecting a particular grocery
1 2 3 4 5
product and its brand
3. Price of grocery is more important than brand for me 1 2 3 4 5
4. Taste is more important for me than its brand 1 2 3 4 5
5. I purchase particular brand because I have trust in it 1 2 3 4 5

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b) For customers shopping only from small grocery shops

A. Name of the respondent –

B. Address –

C. Phone No. – Res. Ward : Mobile –

Q.1) Education – □ Under Graduate □ Graduate □ Post Graduate
Q.2) Gender – □ Male □ Female.
Q.3) Age – □ 20-25 yrs. □ 25-30 yrs. □ 30-35 yrs.
□ 35-40 yrs. □ Above 40 yrs.
Q.4) Occupation – □ Service □ Business □ □ Retired □ Housewife
□ Farmer □ Other (please specify)
Q.5) Income – (in Rs.) □ less than 5000 □ 5000-10000 □ 10000-15000
□ 15000-20000 □ 20000-25000 □ above 25000
Q.6) Amount spend on shopping the grocery - □ less than 1000 □ 1000-2000 □
above 2000
Q.7) What is the frequency of shopping?
□ Weekly □ Monthly □ Fortnight basis □ Yearly
Q.8) Do you continue to shop in the same unorganized retailer?
□ Yes □ No

Please read the following statements and CIRCLE the no. that most accurately reflects
the reasons behind shopping in organized retailers.
Below “1” means Strongly Disagree and “5 ” means Strongly Agree
Q.9) Customer perception
1. Small grocery shops have larger inventories of
1 2 3 4 5
groceries.
2. I visit small grocery shop because it has sufficient
1 2 3 4 5
space and it is not crowded
3. I visit organized retailer whenever I need some
1 2 3 4 5
enjoyment.
4. I visit only one small grocery shop. 1 2 3 4 5
5. I visit the small grocery shops because it works
1 2 3 4 5
ethically about products/services.
6. I visit the small grocery shops because of the
freshness of grocery
7. I visit small grocery shops for the time pass. 1 2 3 4 5
8. I visit the particular small grocery shops because they
1 2 3 4 5
give discounts on MRP.
9. I visit small grocery shops because prices are cheaper 1 2 3 4 5
10. I visit the small grocery shops because of new price
1 2 3 4 5
offers
11. I visit the particular small grocery shops because they
1 2 3 4 5
gives discounts at the time of festival

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Q.10) Customer Attitude
1.I visit the particular small grocery shops because it is
Not Applicable
well known.
2.I visit the particular small grocery shops because
1 2 3 4 5
somebody has suggested me.
3.I visit the particular small grocery shops because it is
1 2 3 4 5
on the way to my home / work place.
4.I visit the small grocery shops because environment is
Not Applicable
brighter
5.I visit the small grocery shops because products are
Not Applicable
classified properly
6.I visit the small grocery shops because of
1 2 3 4 5
computerized billing
7.I visit the small grocery shops because prices are
1 2 3 4 5
clearly visible

Q.11) Promotional Measures

1.I visit the particular small grocery shops because I
1 2 3 4 5
have seen its advertisement.
2.Weekly price offers Not Applicable
3.I visit the small grocery shops because layout of the
1 2 3 4 5
shop helps me to search the desired product.
4.I visit the small grocery shops because there is
availability of entertainment like food court, restaurant Not Applicable
or café.
5.I visit the small grocery shops because there are
Not Applicable
enjoyment facilities for children.
6.I visit small grocery shops or bazaars because
1 2 3 4 5
products are arranged properly.
7.I visit small grocery shop because credit card facility
1 2 3 4 5
is available.
8.I visit the small grocery shops for grocery shopping
1 2 3 4 5
because gifts are given.
9.I visit the small grocery shops because I can visualize
1 2 3 4 5
range of all the grocery products from one place.

Q.12) Services Offered

1.I visit the small grocery shops because there is
1 2 3 4 5
promptness in service.
2.I visit small grocery shops because the organized
1 2 3 4 5
retailer has more than one counter for checkout.
3.I visit the particular small grocery shops because of its
1 2 3 4 5
long working hours
4.I visit the particular small grocery shops because
employees in the organized retailers are polite and 1 2 3 4 5
helpful.
5.I visit the small grocery shops because handling of
1 2 3 4 5
customer complaints is prompt.
6.I visit the small grocery shops because they provide
1 2 3 4 5
error free sales transactions.
7.I visit small grocery shop because stock out situation
1 2 3 4 5
won‘t exist
8.I visit the small grocery shops because its ambience is
1 2 3 4 5
good.
9.I visit the small grocery shops because parking facility
1 2 3 4 5
is available.

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 10. I visit the small grocery shops because there is
1 2 3 4 5
provision for home delivery.
11. I visit small grocery shops because almost all the
products including grocery are available under one 1 2 3 4 5
umbrella.
12. I visit the small grocery shops because purchases are
1 2 3 4 5
―una ǁ (bhesal virahit)

Q.13) Role of Brand

1. I purchase only branded grocery products 1 2 3 4 5
2. I check price before selecting a particular grocery
1 2 3 4 5
product and its brand
3. Price of grocery is more important than brand for me 1 2 3 4 5
4. Taste is more important for me than its brand 1 2 3 4 5
5. I purchase particular brand because I have trust in it 1 2 3 4 5

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c) For customers shopping only from hypermarkets
A. Name of the respondent –
B. Address –

C. Phone No. – Res. Ward : Mobile –

Q.1) Education – □ Under Graduate □ Graduate □ Post Graduate
Q.2) Gender – □ Male □ Female.
Q.3) Age – □ 20-25 yrs. □ 25-30 yrs. □ 30-35 yrs. □ 35-40 yrs.
□ Above 40 yrs.
Q.4) Occupation – □ Service □ Business □ □ Retired □ Housewife
□ Farmer □ Other (please specify)
Q.5) Income – (in Rs.) □ less than 5000 □ 5000-10000 □ 10000-15000
□ 15000-20000 □ 20000-25000 □ above 25000
Q.6) Amount spend on shopping the grocery - □ less than 1000 □ 1000-2000 □
above 2000
Q.7) What is the frequency of shopping?
□ Weekly □ Monthly □ Fortnight basis □ Yearly
Q.8) Which organized retailer you prefer for shopping? Rank them
1. Lucky Bazaar
2. Dmart
3. Big Bazar
4. Vishal

Please read the following statements and CIRCLE the no. that most accurately reflects
the reasons behind shopping in organized retailers.
Below “1” means Strongly Disagree and “5 ” means Strongly Agree
Q.9) Customer perception
1. Organized retailers have larger inventories of groceries
1 2 3 4 5
than small grocery shops
2. I visit the hypermarket because it has huge space and it
1 2 3 4 5
is not crowded
3. I visit hypermarket whenever I need some enjoyment. 1 2 3 4 5
4. I visit only one hypermarket. 1 2 3 4 5
5. I visit the hypermarket because it works ethically about
1 2 3 4 5
products/services.
6. I visit the hypermarket because of the freshness of
1 2 3 4 5
grocery
7. I visit hypermarket for the time pass. 1 2 3 4 5
8. I visit the particular hypermarket because they give
1 2 3 4 5
discounts on MRP.
9. I visit hypermarket because prices are cheaper 1 2 3 4 5
10. I visit the hypermarket because of new price offers 1 2 3 4 5
11. I visit the particular hypermarket because they gives
1 2 3 4 5
discounts at the time of festival

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Q.10) Customer Attitude
1.I visit the particular hypermarket because it is well
1 2 3 4 5
known.
2.I visit the particular hypermarket because somebody
1 2 3 4 5
has suggested me.
3.I visit the particular hypermarket because it is on the
1 2 3 4 5
way to my home / work place.
4.I visit the hypermarket because environment is
1 2 3 4 5
brighter
5.I visit the hypermarket because products are classified
1 2 3 4 5
properly
6.I visit the hypermarket because of computerized
1 2 3 4 5
billing
7.I visit the hypermarket because prices are clearly
1 2 3 4 5
visible

Q.11) Promotional Measures

1.I visit the particular hypermarket because I have seen
1 2 3 4 5
its advertisement.
2.Weekly price offers 1 2 3 4 5
3.I visit the hypermarket because layout of the shop
1 2 3 4 5
helps me to search the desired product.
4.I visit the hypermarket because there is availability of
1 2 3 4 5
entertainment like food court, restaurant or café.
5.I visit the hypermarket because there are enjoyment
1 2 3 4 5
facilities for children.
6.I visit hypermarket because products are arranged
1 2 3 4 5
properly.
7.I visit hypermarket because credit card facility is
1 2 3 4 5
available.
8.I visit the hypermarket for grocery shopping because
1 2 3 4 5
gifts are given.
9.I visit the hypermarket because I can visualize range
1 2 3 4 5
of all the grocery products from one place.

Q.14) Services Offered

1. I visit the hypermarket because there is promptness in
1 2 3 4 5
service.
2. I visit hypermarket because the organized retailer has
1 2 3 4 5
more than one counter for checkout.
3. I visit the particular hypermarket because of its long
1 2 3 4 5
working hours
4. I visit the particular hypermarket because employees
1 2 3 4 5
in the organized retailers are polite and helpful.
5. I visit the hypermarket because handling of customer
1 2 3 4 5
complaints is prompt.
6. I visit the hypermarket because they provide error free
1 2 3 4 5
sales transactions.
7. I visit hypermarket because stock out situation won‘t
1 2 3 4 5
exist
8. I visit the hypermarket because its ambience is good. 1 2 3 4 5
9. I visit the hypermarket because parking facility is
1 2 3 4 5
available.
10. I visit the hypermarket because there is provision for 1 2 3 4 5

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 home delivery.
11. I visit hypermarket because almost all the products
1 2 3 4 5
including grocery are available under one umbrella.
12. I visit the hypermarket because purchases are ―una ǁ
1 2 3 4 5
(bhesal virahit)

Q.15) Role of Brand

1. I purchase only branded grocery products 1 2 3 4 5
2. I check price before selecting a particular grocery
1 2 3 4 5
product and its brand
3. Price of grocery is more important than brand for me 1 2 3 4 5
4. Taste is more important for me than its brand 1 2 3 4 5
5. I purchase particular brand because I have trust in it 1 2 3 4 5

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 d) For small grocery shop keepers

a. Name of the Store :

b. Name of the person Interviewed :
c. Gender : Male Female
d. Education :
e. Address :
f. Phone No. :
g. E Mail :
h. Status of Registration :
i. Area in sq. feet :
j. Year of conception :

No Question Select
1 Are you aware about changing retail trade practices? Yes No
2 Do you agree that retailing industry is going through change in
terms of Structure Yes No
System Yes No
Services Yes No

3 Do you agree that customer‘s behavior is changed in terms of

Customer‘s taste is changing Yes No
Customer‘s beliefs are changing Yes No
Customers are having more options Yes No
Customer‘s loyalty is changing Yes No
4 Do you agree with the fact that retail formats have changed as
an impact of following parameters –
a) Less Space Yes No
b) Billing system Yes No
c) Ambience Yes No
d) Credit card systems Yes No
e) Credit Facility Yes No
f) Costlier commodity prices Yes No
g) Parking facility. Yes No
h) Varieties and brands in grocery Yes No

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 i) Proximity Yes No
j) Relationship with customers Yes No
k) Sale in loose quantity Yes No
l) Multiple counters Yes No
m) Supporting staff. Yes No
n) Home delivery facility Yes No
o) Discount facility Yes No
p) Advertisement Yes No
q) Place advantage Yes No

5 Do you advertise? Yes No

6 From where you purchase grocery? Local
wholesaler
wholesaler
from
other city
From farmers
7 Do you maintain stock? Yes No
8 What are the channels required for logistics? Railway
Trucks
Tempo
9 What are the problems faced by you? Indicate –
a) Local body Tax (LBT)
b) Difficulties in getting credit from wholesalers
c) Small Investment in the business
d) Competition from other SGS
e) Competition with hypermarkets
f) Increase in electricity rates
g) Increase in interest rates of banks
h) Increase in real estate rates
i) Inability to maintain the large inventory

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 e) For hypermarket authorities

a. Name of the Hypermarket

b. Name of the person Interviewed :
c. Gender : Male Female
d. Education :
e. Address :
f. Phone No. :
g. E Mail :
h. Status of Registration :
i. Area in sq. feet :
j. Year of conception :

No Question Select
1 Are you aware about changing retail trade practices? Yes No
2 Do you agree that retailing industry is going through change in
terms of Structure Yes No
System Yes No
Services Yes No
3 Do you agree that customer‘s behavior is changed in terms of
Customer‘s taste is changing Yes No
Customer‘s beliefs are changing Yes No
Customers are having more options Yes No
Customer‘s loyalty is changing Yes No
4 Do you agree with the fact that retail formats have changed as
an impact of following parameters Yes No
a) Less Space Yes No
b) Billing system Yes No
c) Ambience Yes No
d) Credit card systems Yes No
e) Credit Facility Yes No
f) Costlier commodity prices Yes No
g) Parking facility. Yes No
h) Varieties and brands in grocery Yes No
i) Proximity Yes No
j) Relationship with customers Yes No
k) Sale in loose quantity Yes No
l) Multiple counters Yes No
m) Supporting staff. Yes No
n) Home delivery facility Yes No
o) Discount facility Yes No

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 p) Advertisement Yes No
q) Place advantage Yes No
5 Do you advertise? Yes No
6 From where you purchase grocery? Local
wholesaler
wholesaler
from
other city
From farmers
7 Do you maintain stock? Yes No
8 What are the channels required for logistics? Railway
Trucks
Tempo
9 What are the problems faced by you? Indicate –
a) Local body Tax (LBT)
b) Competition with hypermarkets
c) Increase in electricity rates
d) Increase in interest rates of banks
e) Increase in real estate rates
f) Shrinkage
g) Awareness of local market

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 f) For wholesalers

a. Name of the Store

b. Name of the person Interviewed :
c. Gender : Male Female
d. Education :
e. Address :
f. Phone No. :
g. E Mail :
h. Status of Registration :
i. Area in sq. feet :
j. Year of conception :

No Question Select
1 Are you aware about changing retail trade practices? Yes No
2 Do you agree that retailing industry is going through change in
terms of Structure Yes No
System Yes No
Services Yes No

3 Do you agree that customer‘s behavior is changed in terms of

Customer‘s taste is changing Yes No
Customer‘s beliefs are changing Yes No
Customers are having more options Yes No
Customer‘s loyalty is changing Yes No
4 Do you agree with the fact that retail formats have changed as
an impact of following parameters Yes No
a) Less Space Yes No
b) Billing system Yes No
c) Ambience Yes No
d) Credit card systems Yes No
e) Credit Facility Yes No
f) Costlier commodity prices Yes No
g) Parking facility. Yes No
h) Varieties and brands in grocery Yes No
i) Proximity Yes No
j) Relationship with customers Yes No
k) Sale in loose quantity Yes No
l) Multiple counters Yes No
m) Supporting staff. Yes No
n) Home delivery facility Yes No

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 o) Discount facility Yes No
p) Advertisement Yes No
q) Place advantage

5 Do you advertise? Yes No

6 From where you purchase grocery? Local
wholesaler
wholesaler
from
7 Do you maintain stock? Yes No
8 What are the channels required for logistics? Railway
Trucks
Tempo
9 What are the problems faced by you? Indicate –
Local body Tax (LBT)
Small Investment in the business
Difficulties in getting credit from wholesalers
Competition from other SGSO
Competition with hypermarkets
Increase in electricity rates
Increase in interest rates of banks
Increase in real estate rates
Inability to maintain the large inventory