Pantaloons 1o3b16

INTRODUCTION INDUSTRY BACKGROUND India, like Britain, is a nation of shopkeepers. With over 12 million retail outlets, India probably has the highest density of retail outlets in the world, with one for approximately every 90 persons; little wonder that the country is the ninth-largest retail market in the world, with estimated annual retail sales of around USD215 billion in 2005 (Rs 960,000 crore). At the same time, the share of organised trade in this enormous market is currently very small. It is estimated at just USD8 billion (Rs 35,000 crore) in 2005, up from USD6.25 billion (Rs 28,000 crore) in 2004. This s for less than 4 per cent of the total retail trade in the country

AN UNDERDEVELOPED RETAIL MARKET Organised trade in India is very underdeveloped when compared with other emerging markets in Asia, Latin America and Eastern Europe. The Indian and Chinese markets are comparable in many aspects: Both countries are not homogeneous. They comprise many markets within a single country, with significantly varying cultures and customer preferences across regions.

1

There is a significant rural population in both countries, which has much lower purchasing power compared to the urban population. Both countries are geographically very large and unevenly developed, adding a significant distribution and logistics dimension to the retail trade. Consumers in both countries are highly value conscious. Between 1996 and 2003, the organised retail market in China more than doubled. We estimate that the Indian retail market is today at the same inflection point as China was in the mid-1990s. Consequently, considering a similar per capita GDP and roughly similar rates of economic growth, the Indian organised retail market has the potential for exponential growth over the next decade.

CONSUMERISM: THE NEW WAVE Growing consumerism would be a key driver for organised retail in India. Several demographic indicators show favourable trends for the growth of organised trade: Rapid income growth: consumers have a greater ability to spend. Increasing urbanization: larger urban populations that value convenience, coupled with the higher propensity of the urban consumer to spend. Growing young population: growth of the post-liberalization maturing population, with the attitude and willingness to spend.

2

Spend now vs. save earlier: consumers are willing to borrow for present consumption.

THE SIZE OF THE OPPURTUNITY Research done by the Tata Strategic Management Group (TSMG) indicates that over the next 10 years, the total retail market in India is likely to grow at a compounded annual growth rate (CAGR) of 5.5 per cent (at constant prices) to USD374 billion (Rs 16,77,000 crore) in 2015. The organised retail market is expected to grow much faster, at a CAGR of 21.8 per cent to USD55 billion (Rs 246,000 crore) in the same time frame, garnering around 15 per cent of overall retail sales. Based on our projections, the top five organised retail categories by 2015 would be food, grocery and general merchandise; apparel; durables; food service; and home improvement. (Table 1) Organised retail market in India (Rs crore)

3

Retailers inspired by the Wal-Mart story of growth in small town America are tempted to focus on smaller towns and villages in India. However, a careful analysis of the town strata-wise population, population growth, migration trends and consumer spend analysis reveals a very different picture for India. As per our estimates, the share of the 35 towns with a present population of greater than 1 million in India's total population would grow much faster than their smaller counterparts, from 10.2 per cent today to reach 14.4 per cent by 2025. Simultaneously, the share of these towns in the overall retail market would grow from 21 per cent today to 40 per cent by 2025. Within these top 35 towns, an estimated 70 to 80 per cent of retail trade could be in the organised sector. This is similar to the experience in China, where in cities like Shanghai and Beijing, the organised sector s 4

for 70 to 80 per cent of overall retail trade in certain categories. Retailers should therefore focus on the top 37 towns in the next decade, as the opportunity in smaller towns and rural India would be smaller and more fragmented, compared to the larger towns. Organised retail market in India (Table 2)

There are a few key trends that one observes in international markets

TREND1:

CONVINENCE

STORES

AND

HYPERMARKETS

ARE

GAINING PROMINENCE These are driven by a consumer need for convenience and lower prices / higher value in mass categories, while the big box category killer stores are gaining 5

importance in the specialty retail categories. While supermarkets may emerge at the initial stages of retail market development, in the long term they are unable to match the consumer value proposition of convenience stores and hypermarkets.

TREND2: PRIVATE LABEL BRANDS BECOME IMPORTANT Private labels today for 17 per cent of global retail sales, with the highest share of 23 per cent in Europe and the lowest share of 4 per cent in Asia. M+M Planet Retail data shows that private label penetration varies from 25 per cent to 95 per cent among some of the largest retailers in the world. Growing acceptance among consumers, increasing price competition, the need for differentiation among retailers and the ability to offer higher margins are the key factors contributing to the growth of private labels. Private labels provide the retailer an ability to offer a significant price advantage to consumers, their prices being 16 to 32 per cent lower than manufacturers' brands.

IMPLICATIONS OF INDIAN RETAILER Global trends have important implications for Indian retailers. The Indian consumer is very value conscious; willing to spend money in most cases, but constantly cost conscious, evaluating every rupee spent. It is therefore imperative 6

for retailers to offer a price advantage through sourcing and operational efficiency, as well as a strong private label programme to attract customers. Existing and new entrants need to achieve scale quickly to drive efficiencies in procurement, supply chain and marketing. Else, they risk being marginalised by larger players. Real estate and human resources will be the critical drivers to build scale. While there are a few hundred malls under various stages of development across the country at present, retailers will also need to think out of the box to ensure the availability of real estate. This may include acquiring and developing the real estate themselves, rather than wait for mall development. Given the rising demand for retail real estate, retailers will need to take a long-term view on rentals and look at alternative options like ownership or very long leases. Retailers that invest in training will be able to ensure the availability of quality manpower in a rapidly growing market. In conclusion, the retail market in India offers an opportunity for a large player to build a Rs 40,000-crore retail business spanning multiple categories by 2015 (at current prices). Compared to this, the revenue of the largest Indian retailer, Pantaloon, grossed only Rs 1,085 crore in 2005. Little wonder that large domestic business houses and international retailers have expressed a keen interest to enter the retail sector in India. To capitalise on the opportunity, however, players need to be aggressive in outlook and build scale quickly. 7

ORGANIZATION  INTRODUCTION OF INDIAN RETAIL KING

MEET INDIA'S KING OF RETAIL MR. KISHORE BIYANI Unlike most people, Kishore Biyani makes no bones about his simplicity. He's the man you're most likely to ignore at the Pantaloon or Big Bazaar store, as he stands in a corner observing the way you shop. But make no mistake; what he may lack in sartorial style, he more than makes up through his observation powers.

8

You'll never catch him in a tie and jacket. He isn't a stickler for large cars, and has just graduated from driving a Honda City to a Honda Accord, though he's just as content driving around in a junior manager's Maruti 800. He is a strict vegetarian, and is currently off cheese and fried foods, but will otherwise eat anything that is green. Pantaloon's Kishore Biyani has become India's largest retailer, but still has several aces up his John Miller shirtsleeves. In India's chaotic markets, Kishore Biyani is the unchallenged king of retail. He has the knack of catching rivals off-guard and striking where it hurts most. Biyani's victory isn't unexpected. India's own Sam Walton (the legendary promoter of Walmart) is quick to seize any advantage. Which is why the denim manufacturer who quit the trade because "it wasn't creative enough" commands over 1.3 million sq ft of retail space. But even size hasn't made a difference to Biyani's vaulting ambitions and he's on an even faster trajectory of growth. He's booked over 4.5 million sq ft of space across the country, and will utilise 3 million sq ft by this year's end in 23 Indian cities.

9

He will invest over Rs 200 crore (Rs 2 billion) to make this dream a reality. Says R S Roy, editorial director of the magazine Retail, which tracks the industry closely: "Mall developers have him in mind before they start constructing. His presence ensures footfalls and a for the mall." Two years ago, no one took Kishore Biyani seriously. His company, Pantaloon Retail, was seen as a one-man show. Biyani himself was regarded as unpredictable, and not a long-term bet. Today, he is the biggest retailer in India. In two years, Kishore Biyani has bounced back to become India's largest retailer.

10

MILESTONES TO SUCCESS:

11

 1987 - Company incorporated as Manz Wear Private Limited. Launch of Pantaloons tro, India’s first formal tro brand.  1991 - Launch of BARE, the Indian jeans brand.  1992 - Initial public offer (IPO) was made in the month of May.  1994 - The Pantaloon Shoppe – exclusive menswear store in franchisee format launched across the nation. The company starts the distribution of branded garments through multi-brand retail outlets across the nation.  1995 - John Miller – Formal shirt brand launched.  1997 - Pantaloons – India’s family store launched in Kolkata.  2001 - Big Bazaar, ‘Is se sasta aur accha kahi nahin’ - India’s first hypermarket chain launched.  2002 - Food Bazaar, the supermarket chain is launched.  2004 - Central – ‘Shop, Eat, Celebrate in the Heart of Our City’ - India’s first seamless mall is launched in Bangalore.  2005 – Fashion Station – the popular fashion chain is launched aLL – ‘a little larger’ – exclusive stores for plus-size individuals is launched.  2006 - Future Capital Holdings, the company’s financial arm launches real estate funds Kshitij and Horizon and private equity fund Indivision. Plans forays into insurance and consumer credit. Multiple retail formats including 12

Collection i, Furniture Bazaar, Shoe Factory, EZone, Depot and futurebazaar.com are launched across the nation. Group enters into t venture agreements with ETAM Group and Generali

COMPANY PROFILE 13

Pantaloon Retail (India) Limited, is India’s leading retailer that operates multiple retail formats in both the value and lifestyle segment of the Indian consumer marker. Headquartered in Mumbai (Bombay), the company operates over 5 million square feet of retail space, has over 350 stores across 40 cities in India and employs over 18,000 people. The company’s leading formats include Pantaloons, a chain of fashion outlets, Big Bazaar, a uniquely Indian hypermarket chain, Food Bazaar, a supermarket chain, blends the look, touch and feel of Indian bazaars with aspects of modern retail like choice, convenience and quality and Central, a chain of seamless destination malls. Some of its other formats include, Depot, Shoe Factory, Brand Factory, Blue Sky, Fashion Station, aLL, Top 10, mBazaar and Star and Sitara. The company also operates an online portal, futurebazaar.com. A subsidiary company, Home Solutions Retail (India) Limited, operates Home Town, a large-format home solutions store, Collection i.e. selling home furniture products and E-Zone focused on catering to the consumer electronics segment. Pantaloon Retail is the flagship company of Future Group, a business group catering to the entire Indian consumption space.

14

 FUTURE GROUP: Future Group is India’s leading business group that caters to the entire Indian consumption space. Led by Mr. Kishore Biyani, the Future Group operates through six verticals: operates through six verticals: Retail, Capital, Brands, Space, Media and Logistics. Apart from Pantaloon Retail, the group’s presence in the retail space is complemented by group companies, Indus League Clothing, which owns leading apparel brands like Indigo Nation, Scullers and Urban Yoga, and Galaxy Entertainment Limited that operates Bowling Co, Sports Bar, F123 and Brew Bar. The group’s t venture partners include French retailer ETAM group, US-based stationary products retailer, Staples and UK-based Lee Cooper. Group Company, Planet Retail, owns and operates the franchisee of international brands like Marks & Spencer, Next, Debenhams and Guess in India. The group’s Indian t venture partners include, Manipal Healthcare, Talwalkar’s, Blue Foods and Liberty Shoes. Future Capital Holdings, the group’s financial arm, focuses on asset management and consumer credit. It manages assets worth over $1 billion that are being invested in developing retail real estate and consumer-related brands and hotels.

15

The group has launched a consumer credit and financial supermarket format, Future Money and soon plans to offer insurance products through a t venture with Italian insurance major, Generali. The group is currently developing over 50 malls and consumption centers across the country and has formed a t venture company focusing on mall management with Singapore-based CapitaLand, one of Asia’s largest property companies

.

Future Group’s vision is to, “deliver Everything, Everywhere, Every time to Every Indian Consumer in the most profitable manner.” The group considers ‘Indianness’ as a core value and its corporate credo is - Rewrite rules, Retain values. Company’s vision: Future Group shall deliver Everything, Everywhere, Everytime for Every Indian Consumer in the most profitable manner. Company’s Mission: We shall infuse Indian brands with confidence and renewed ambition. We shall be efficient, cost- conscious and committed to quality in whatever we do. We shall ensure that our positive attitude, sincerity, humility and united determination shall be the driving force to make us successful. 16

PARTNER COMPANIES OF PANTALOON

1. Home Solutions Retail (India) Ltd: Home Solutions Retail (India) Ltd. (HSRIL) leads the groups foray in the home improvement and consumer electronics retailing segment. It caters to home management requirements and products, including furnishings and textiles, furniture, consumer electronics, home electronics and home services. It operates retail formats like Home Town, Furniture Bazaar, Collection I, E-Zone, and Electronics Bazaar.

2. Future Capital Holdings: Future Capital is the financial arm of the group and is involved in asset management (both private equity and real estate funds) with plans to get into other financial services including insurance, credit and other consumer related financial services. Its associate companies are Kshitij Investment Advisory Co. Ltd., Indivision Investment Advisers Ltd., and Ambit Investment Advisory Co. Ltd.

17

3. Indus league clothing Ltd. : The group owns a majority stake in Indus League Clothing Ltd., one of the leading apparel manufacturers and marketers in India. Some of its leading brands include Indigo Nation, Scullers, Urbana, Urban Yoga and Jealous

4. Galaxy Entertainment Corporate Ltd. : The group owns a stake in Galaxy Entertainment Corporate Ltd. that operates chains like Bowling Company, Sports Bar and Brew Bar.

T VENTURES COMPANIES 1. Planet Retail Holdings Ltd. :

18

The group is a t venture partner in Planet Retail Holdings Ltd., which operates sports, lifestyle and leisure retail chain. It also owns the franchisee and distribution rights of brands like Marks & Spencer, Guess, Debenhams and Puma in India. 2. Footmart Retail: Footmart Retail is a t venture with Liberty Shoes and is engaged in the retailing of footwear products in India.

3. Capital Land Retail India: The group is a t venture partner in CapitaLand Retail India, along with Singapore-based CapitaLand Limited. The company provides retail management services to retail properties owned or managed by various group companies and investment funds.

LINE OF BUSINESS

19

e – telling

Futurebazaar.com offers the widest range of products at ‘lowest prices – everyday!’ Having pioneered the retailing business in India, PRIL has now decided to revolutionize the consumer e-commerce business in India. It intends to provide customers with a streamlined, efficient and world class personalized shopping experience, which will be ed with the best technology platform. Buying products is a 3 step simple process. All one has to do is Search, and Buy. Here you can expect a shopping experience akin to shopping at an actual bazaar but with added simplicity & everyday low prices and an assurance of 'your product' will be delivered within 7 days of purchase. We are proud to inform you that Future Bazaar has been named as the Best Indian Website 2007 in the Shopping category by PC World. Future Bazaar won the top spot after beating other established players like Rediff, Indiatimes, Sify, ebay, Indiaplaza, Chennai Bazaar and India Mall. The award was presented to Future Bazaar for its "decent, no-nonsense approach, while providing a good shopping experience". 2.Food 20

 Brew Bar: The Brew Bar is a classy and refined; yet reasonable an egalitarian a bar with loads of bonhomie.  Café Bollywood: Indian street food but with assurance of highest levels of hygiene and quality.  Chamosa: Chamosa is a branded chain, which sell the local Indian snack combination of tea and samosas.  Food Bazaar: Life is all about good taste and food bazaar aims to ensure the same. With the low prices, a wide selection of products and guaranteed freshness, you are bound to find it irresistible.  Sports Bar: A bistro focused on the world of sport, the Sports Bar is complimented with an unrivalled ambience.

3.Fashion: 21

 ALL: Shop big and shop for big, coz fashion just got a little larger! Fashion for plus size people.  Big Bazaar: If value for money is what drives your purchase; there can be no better place for you other than Big Bazaar.  Blue sky: Accessories like never before....get the best in sunglasses and watches at your kind of prices.  Central: A showcase, seamless mall for all your needs. Located in the heart of your city, Central invites you to Shop, Eat, and Celebrate.  Fashion station: Fashion Station takes fashion a notch higher in the value segment... for the ones who have an eye for it.  Giny & Jony: Gini and Jony is a lifestyle brand with a radical approach to kids’ fashion. The brand caters to an age group of 2 to 16 years, that is uber chic, style conscious and stresses on a “head to toe” fashion concept.  Navaras: Navaras is a fine 22 carat pure gold and diamond jewellery brand, retailed from Big Bazaar stores.

22

 Lee Cooper: Regarded as a brand that is fun to wear and be associated with, Lee Cooper offers the entire range of lifestyle products in fashions category for young men and ladies.  Pantaloons: Today a leader in fashion... Promises Fresh Fashion for the young and trendy.  Top 10: Top 10 is based on the concept of the ever popular countdown shows, where the trendiest styles get ranked from 1 to 10; the highest selling item gets the highest ranking!

23

BOARD OF DIRECTORS

S.No

Name

Designation

1

Mr. V K Chopra

Chairman & Director

2

Mr. Kishore Biyani

Vice Chairman & Director

3

Mr. Vijay Biyani

Managing Director

4

Mr. .Dinesh Maheshwari

Executive Director & CFO

5

Mr. Anil Harish

Director

6

Mr. S Doreswamy

Director

7

Ms. Bala Deshpande

Director

RESEARCH METHODOLOGY Research is an organized and systematic way of finding answers to questions

24

SYSTEMATIC because there is a definite set of procedures and steps which you will follow. There are certain things in the research process which are always done in order to get the most accurate results. ORGANIZED in that there is a structure or method in going about doing research. It is a planned procedure, not a spontaneous one. It is focused and limited to a specific scope. FINDING ANSWERS is the end of all research. Whether it is the answer to a hypothesis or even a simple question, research is successful when we find answers. Sometimes the answer is no, but it is still an answer. QUESTIONS are central to research. If there is no question, then the answer is of no use. Research is focused on relevant, useful, and important questions. Without a question, research has no focus, drive, or purpose.

3.1 OBJECTIVE OF THE STUDY  Objective of the Retail store Marketing was to make customers aware about the Sale offers

during Denim Exchange and EOSS i.e. End Of Season Sale provided by

25

Pantaloon and also to achieve the Green Card target of Customer loyalty Program during EOSS.  To provide extra privileges to Pantaloons Green Card customers - keeping in mind that they get extra privileges not only inside the store of Pantaloons, but also outside the store and to make the Pantaloon Customer Loyalty Program more powerful by doing tie-ups with Restaurants, Health-Clubs, Saloons, Pubs, colleges, Laundries, Tattoos Makers.  To make Green Card realize that they are Special customers for the company.  To find out customer loyalty for Pantaloon store  To find out customer satisfaction

3.2DATA COLLECTION METHOD 26

The methodology adopted for data collection for the marketing activities i.e. the tie-ups with  Restaurants  Pubs  Saloons  Laundries  Societies etc was Primary Method because all this was done by meeting personally talking directly face to face or it can also be called as Personal Interview method.

27

3.3TYPE OF RESEARCH Research is one of the most important parts of any study and pertains to the collection of information and knowledge. Marketing research is defined as the systematic design, collection, analysis, and reporting of data and findings relevant to a specific marketing situation facing the company. My project has been developed on has basis of both exploratory and descriptive research. The research process depends upon developing the most efficient plan for gathering the needed information. Deg a research plan calls fro decisions on the data sources, research approaches, research instruments, sampling paln, and methods

28

3.4SAMPLING Data Source For this project both primary and secondary data were valuable sources of information. Secondary data Secondary data provides a starting point for any research and offers valuable sources of already existing information. Secondary data are the easiest to gather and the cost of collecting this data is also very low. For my project work it was collected through the help of various directories of various associations, magazines, newspapers, websites etc. The directories helped me in short lisitng people, for my target people.

Some of the directories made use of are as follows: 

Telephone directory



Income tax office



City directory



Chartered ant directory



Carpet industries directory



Indian medical association directory



Transporter directory



Lawyers directory



Builders & constructors directories

Primary data Primary data are data freshly gathered for a specific purpose. For my project work the primary data was collected by means of survey though questionnaires.

29

methods Once the client had been decided now my task was how to them, and for me there only two ways of ing them. 1.

Personal interview:- this method was the most appropriate way of survey, because by personal interview I came to know about their feeling for Axis Bank.

2.

Telephone:- This method was also used by me once or twice, keeping in mind the busy schedule of a few respondents.

SAMPLE SIZE Sample size was 100 including all restaurants, laundries, saloons, societies, pubs etc. SAMPLING PERIOD Sampling Period given was just 20 days for all Green Card Customer Loyalty Program also for the EOSS.

30

3.5 Limitations of Study  The study was based on a very modest sample size hence cannot be called as a representation of the views and opinion of the majority.  In a rapidly changing industry, analysis on one day or in one segment can change very quickly. The environmental changes are vital to be considered in order to assimilate the findings.  The conclusion arrived at are based on a very less experience of researcher in this field.

31

The data given below was based on the questions which are asked during the survey. Q.1. HOW YOU AWARE ABOUT PANTALOONS IN NEW DELHI? Table No. 1: No. of Respondents

Percent

Ads

33

33.0

Existing customers

21

21.0

Magazines

24

24.0

Friends

12

12.0

Internet

10

10.0

Total

100

100.0

100 80 60 40 20 0

33 33%

1

21 21%

2

24 24%

3

12 12% 4

10 10% 5

No. of Res pondents Percent

Interpretation: From the above graph shows that 33% of the respondents came to know of through ads, 24% of the respondents through magazines, 21% of the respondents through the

32

existing customers and 12% of respondents from friends, 10% of respondents through internet. The above graph explained that majority of respondents are Products ads and Magazines. Q.2. What is your perception about Relocation Services of PANTALOONS IN NEW DELHI? Table No. 2: Particulars BEST GOOD ORDINARY NO COMMENT POOR WORST POOREST TOTAL GRAPH No.2:

No. of Respondent 43 26 17 0 14 0 0 100

Percentage 43% 26% 17% 0% 14% 0% 0% 100%

100.00%

90

90.00%

80

80.00%

70

70.00%

60

60.00%

50

43.00% 43

100

20

30.00%

14.00% 14

30

40.00%

17.00% 17

26.00% 26

40

50.00%

20.00%

10 Number of Respondent ORDINARY NO COMMENT Column1 POOR

WORST

POOREST

0 0.00%

GOOD

0 0.00%

BEST

0 0.00%

0

10.00% 0.00%

Interpretation: The above graph reveals that best perception comes from 43%, 26% have good perception about its Relocation services and rest by 17% have ordinary, 14% have poor perception.

33

Q.3.: Customer Preferance with its channel of PANTALOONS IN NEW DELHI? Table No. 3: Particulars Superb Fair Good Excellent TOTAL

No. of Respondent 44 14 24 18 100

Percentage 44% 14% 24% 18% 100%

Interpretation: From the above graph shows that 44% of the respondents say superb, 14% Fair, 24% Good and 18% Excellent of PANTALOONS IN NEW DELHI.

4. Do you use PANTALOONS IN NEW DELHI ? YES

NO

40%

60%

34

Interpretation: From the above graph shows that 40% of the respondents say YES, 60% NO, To use PANTALOONS.

5. Do you think PANTALOONS YES 80%

IN NEW DELHI

NO 20%

35

Services are more trusted than others?

NO; 20%; 20.00% YES NO

YES; 80%; 80.00%

Interpretation: From the above graph shows that 80% of Customers thinks PANTALOONS services are more trusted than others, and 20% customers thinks PANTALOONS services are not trusted than others.

6. Why do you use PANTALOONS

IN NEW DELHI

36

Services?

Good price Better Services Easily available Diversified categories of Services

Percentage 10% 64% 16% 10%

Interpretation: From the above graph shows that 10% of the respondents say good price, 64% say Better Services, 16% due to easily available and 10% respondents use its services due to diversified categories of services.

7. How many years have you been using its Services?

Years

Percentage

1-2 Yrs

10%

37

2-3 Yrs

10%

3-4 Yrs

16%

More Than 4 Yrs

64%

10.00%

10.00% 1-2 Yrs 2-3 Yrrs 3-4 Yrs More Than 4 Yrs

16.00% 64.00%

Interpretation: From the above graph shows that 10% of the respondents use its services 1-2 years, 10% respondents 2-3 years, 16% respondents 3-4 years and 64% respondents use its services more than 3-4 years.

8. What is the Performance scale System of PANTALOONS IN NEW DELHI? Excellent Good Fair Poor

Percentage 60% 10% 10% 10% 38

Very poor

10%

10.00% 10.00% 10.00% 60.00% 10.00%

Excellent Good Fair Poor Very poor

Interpretation : The Above Graph Shows that Performance of PANTALOONS IN NEW DELHI 60% say excellent, 10% say good, 10% say Fair, 10% say Poor and 10% say Very poor.

9. Are you satisfied with its Services? Percentage 53% 12% 15% 20%

Highly satisfied Satisfied Neutral Dissatisfied

39

20.00%

53.00%

15.00%

Highly satisfied Satisfied Neutral Dissatisfied

12.00%

Interpretation : The Above Graph Shows that 53% of customer Highly satisfied with its services, 12% customer satisfied, 15% customer natural and 20% customer dissatisfied with its services.

10. In which services, customer feel best in their service? Percentage 52% 42% 6%

Quality Attitute Can’t Say

40

Interpretation : The Above Graph Shows that 52% of customer satisfied with its Quality, 42% customer satisfied with their Attitute and 6% customer can’t say.

5.1 FINDINGS OF THE STUDY

   

Most of customer purchase jeans between 1.- month.. Most of customer are agree with purchasing clotthes between range 1000-2000 From the above graph shows that most of customer purchases set of clothes in once time. From the above graph shows that Most of customer are aware when their favourate brand



product appear in the social media by pantaloons. Most of customer think that experience using this company product is Great. 41

  

From the above graph shows that Pantaloons gives individual customer attention. rate the quality of Pantloons is excellent . From the above graph shows mostly customer Pantaloons handle customers complaint



effectively. From the above graph shows mostly customer think there is product section where



Pantaloons need to work on From the above graph shows mostly customer are agree with Levis provide product for all age group

From the above graph shows mostly customer prefer jeans.

5.2 SUGGESTIONS From the above findings and analysis, following recommendations could be drawn: 

Pantaloons should more aggressively tap the youth segment, which lies in the age group between 18-25. The reason for the same is Pantaloons was ranked first in of the overall brand image. Hence, Pantaloons has a scope to reach the top position and encase through increase in sales.



Since most of customers buy twice a year (i.e. every 6months) or occasionally, and they are not affected by the promotions, Pantaloons should aggressively coupled with effective sales promotions for improving customer recall and Brand.

42



It was also found from the survey that colour range is low. This also limits preference towards Pantaloons as a Clothing brand. This area should be properly looked after by making available hosts of colours.



After sales service which is becoming the most critical success factor seems to be not given due importance. .Proper after sales service can provide a competitive edge through efficient customer relationship management



Pantaloons is becoming as brand in India. Hence, an economy product range can also tap the unexplored middleclass range.

CONCLUSION Through the research we can say that there is a impact of price income of a clothes brand on the customer choice of brand. Also there is a strong correlation between price of the clothes and customer satisfaction with the brand of clothes. Pantaloons remains the India’s largest and best-known clothing company. However, it has struggled in recent times to make its rich heritage relevant to the contemporary clothing market, as consumers have been shifting to niche super clothing brand or fast fashion labels. 43

Ongoing product innovation remains vital for Pantaloons to stand out from intensifying competition. Seizing control of its retail distribution will also play a key role in maintaining its market leadership position

BIBLIOGRAPHY: 1.) www.GoogleSearch.com 2.) www.merchandiseconcepts.com 3.) www.aboutretail.com 4.) Harris, E. & Strout, E. (2001). Keeping customers happy. Sales and Management, April, 153(4), 69.

Marketing

5.) S.A.M. Advanced Management Journal, 63(1), 27-35.Holdway, A. (2001). Delighting customers: understanding needs starts with employees. 44

6.) The benefits of customer surveys. Target Marketing, June, 20(6), 26. 7.) Book “The One to one Future, Building Relationships with One customer at a time. By “Don Peppers and Martha Rogers. 8.) “Consumer Insight” How to Use Data and Market research to get closer to your customer. By Merlin Stone, Alison Bond & Bryan Foss. 9.) Book “Measuring Customer Satisfaction, A guide to managing quality Customer Service. By “Richard .F. Garson”. 10.) Bob E. Hayes, Measuring Customer Satisfaction: Survey Design,Use,and Statistical Analysis Methods, 2nd Edition, ASQ Quality Press, Milwaukee, Wisconsin, 1998. 11.) Presentations conducted by Faculty during Class lectures of College. 12.) Zeithaml, V. (1988), “Consumer perception of price, quality and Value: a means-end model and synthesis of evidence”, Journal of Marketing, Vol. 52, pp. 2-22. 13.) A J Lamba, “The Art of Retailing ” 14.) Retailangel.com

QUESTIONNAIRE PANTALOONS CONSUMER STUDY

45

1.WHAT IS YOUR NAME

2.WHAT IS YOUR GENDER MALE FEMALE 3.WHAT IS YOUR AGE 0 to 20 20 to 30 30 to 40 40 plus 4.WHAT IS YOUR MONTHLY INCOME RANGE less than 25,000 25,000 - 50,000 50,000 - 75,000 75000 plus 5.HOW OFTEN DO YOU SHOP AT PANTALOONS ALMOST MONTHLY QUATERLY ALMOST EVERY 6 MONTHS YEARLY 6.WHAT IS YOUR AVERAGE SPENDING AT THE STORE less than 500 500 to 1000 1000 to 1500 1500 to 2000 2000 plus 7.WHICH OF THE FOLLOWING SERVICES WOULD YOU LIKE TO BE INCORPORATED IN OUR STORE STYLING COSULTANCY KIDS PLAYING AREA

46

HOME DELIVERY AFTER ALTERATION 8.ARE YOU READY TO DISBURSE EXTRA AMOUNT FOR STYLING CONSULTANCY YES NO 9.IF SO, HOW MUCH less than 50 50 to 100 100 to 150 150 plus 10.ARE YOU READY TO DISBURSE EXTRA AMOUNT IF WE PROVIDE YOU WITH THE KIDS PLAYING AREA YES NO 11.IF SO, HOW MUCH less than 50 50 to 100 100 to 150 150 plus 12.ARE YOU READY TO DISBURSE EXTRA AMOUNT FOR HOME DELIVERY AFTER ALTERATION YES NO 13.IF SO, HOW MUCH less than 50 50 to 100 100 to 150 150 plus 14.WHICH OF THE FOLLOWING STORES DO YOU FIND MOST ACCESSIBLE PANTALOONS SHOPPERS STOP WESTSIDE ANY OTHER

47

48