Over the past few years the retail sales are hovering around 33% - 35% of GDP as compared

to around 20% in the US. The table gives the picture of Indias retail trade as compared to the US & CHINA.
Countries Trade(US billion$) Employment (%) Shops(Million) Organized sector share (%)

INDIA

180-394

12

2-3

CHINA

360

12

2.7

20

US

3800

12.6-16

15.3

80

INDIAN RETAIL MARKET GROWTH

600

500

400 GROWTH RATE

300

200

100

0 1 2 3 YEARS 4 5 6

FDI has become a vital part in every country more particularly with the developing countries. This is because of the following reasons: Availability of cheap labor. Uninterrupted availability of raw material. Less production cost compared with other developed countries. Quick and easy market penetration.

Present Scenario of FDI in India:In January 2012, India approved reforms for single-brand stores welcoming anyone in the world to innovate in Indian retail market with 100% ownership, but imposed the requirement that the single brand retailer source 30% of its goods from India. Indian government continues the hold on retail reforms for multi-brand stores. As announced in January, that it is putting on hold its plan to open stores in India because of the 30% requirement. It is believed that the 30% requirement is likely to significantly delay if not prevent most single brand majors from Europe, USA and Japan from opening stores and creating associated jobs in India.

FDI v/s FII:

1. FDI is an investment that a parent company makes in a foreign country. On the contrary, FII is an investment made by an investor in the markets of a foreign nation. 2. FII can enter the stock market easily and also withdraw from it easily. But FDI cannot enter and exit that easily. 3. Foreign Direct Investment targets a specific enterprise while FII targets the capital markets of foreign country. 4. The Foreign Direct Investment is considered to be more stable than Foreign Institutional Investor . 5. FDI flows into the primary market, the FII flows into secondary market. 6. FIIs are short-term investments; the FDI's are long term.

Key Factors Contributing To The Gaps

INDERA PLAZA
Near Old Taxi Stand, Kachery Road, Rourkela-4
You are requested to kindly fill up the questionnaire without leaving a single question unanswered. The survey is purely for study purpose and we assure you that information provided by you will kept confidential. Your participation will be highly encouraging in successful completion of the research work.

What is your opinion regarding the retail store. Please indicate your opinion encircling the number that describes your opinion best in a scale of 1 to 5.
1 2 3 4 5 Strongly Disagree
1
2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19

Disagree

Neither agree nor disagree

Agree

Strongly Agree
1 2 3 4 5
1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5

This store has modern-looking equipment and fixtures.

The physical facilities at this store are visually appealing Materials associated with this store's service (such as shopping bags, catalogs, or statements) are visually appealing This store performs the service right the first time. This store has merchandise available when the customers want it. Employees in this store have the knowledge to answer customers' questions. The behavior of employees in this store instills confidence in customers. Employees in this store give prompt service to customers. Store should have customers help desk Employees in this store are never too busy to respond to customer's requests. Employees in this store are consistently courteous with customers. Employees of this store treat customers courteously on the telephone. This store willingly handles returns and exchanges. Seasonal schemes and offers should be informed to customers This store provides plenty of convenient parking for customers This store has operating hours convenient to all their customers. This store should provide credit card facilities This store offers membership card for customers Any Other Comments/Experiences (that you may like to share) :

STRATEGY OF THIS STUDY

Our study is based on the Customer Satisfaction Index in context with the Retail Service Quality. In this study the INDERA PLAZA, situated near old taxi stand, Kachery road in the city of ROURKELA. 56 samples were taken into consideration and were asked to fill in a questionnaire form and to rate according to the following dimensions:
1 Strongly Disagree 2 Disagree 3 Neither Disagree Nor Agree 4 Agree 5 Strongly Agree

SCALE USED IN THE SURVEY

Age:
1 Below 20 2 21-25 3 26-30 4 30-40 5 Above 40

Gender:

1 Male

2 Female

Qualification:

1 Under Graduate

2 Post Graduate

3 Others

2 Service

3 Business

Occupations:
No Occupation

4 Other Professionals

Monthly Income:

1 Nil

2 1000-10,000

3 11,00020,000

4 21,00030,000

5 Above 30,000

Sl No. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12.

QUESTIONS Modern looking equipments and fixtures Appealing physical facilities Appealing materials associated with this stores service Performing the service right at the first time Availability of merchandise Ability of the employees to answer querys Employees instills confidence in customers Prompt service to customers Customers help-desk Quick response to requests made Courteous with customers Courteous on telephone

MEAN 3.68 3.59 3.89 3.64 3.89 3.71 3.64 3.91 4.18 3.77 3.96 3.70

S.D 0.789 0.987 0.888 0.923 1.046 1.074 1.086 0.940 0.34 1.128 0.953 0.933

13.
14. 15. 16. 17. 18.

Handles returns and exchanges

Information about seasonal schemes and offers Convenience in parking facilities Convenience in operating hours Credit card facilities Issue of Membership cards

3.79
3.98 3.36 3.95 4.09 4.20

1.124
1.087 1.381 0.883 0.837 1.052

CONCLUSION:
From the above survey we have concluded that if the value of Mean is nearer to 5 then it meets the entire requirements or the satisfaction level of the customers. Similarly if the value of Standard Deviation is closer to 0.1 then the same could be concluded. So here are the most satisfying Questions:
1. 2. Materials associated with this store's service (such as shopping bags, catalogs, or statements) are visually appealing This store has merchandise available when the customers want it.

3.
4. 5. 6. 7. 8. 9.

Employees in this store give prompt service to customers.

Store should have customers help desk Employees in this store are consistently courteous with customers. Seasonal schemes and offers should be informed to customers This store has operating hours convenient to all their customers. This store should provide credit card facilities This store offers membership card for customers

Sites of: http://search.ebscohost.com http://www.google.com http://www.wikipedia.com http://www.servicequality.com Journals of: Subhashini Kaul, IIM Ahmadabad, Pratibha k. Dabholkar, Parshuram, Zethamal and Berry. Books of: Retail Management by Swapna Pradhan, Retail Management by Barry Berman and Joel R Evans, Retail Management by Bajaj and Srivastava.