ANNEXURES

490

QUESTIONNAIRE- I

CONSUMERS

Please tick (√) against selected choice

(The data will be treated strictly confidential and will be used for academic purpose

only.)

1. Name - ____________________________________________________

2. Location - ____________________________________________________

3. Sex – 1) Male 2) Female

4. Age – 1) 15 – 25 2)25 – 35 3) 35– 45

4) 45 – 55 5) 55 & above

5. Marital Status -1) Married 2) Unmarried

6. Employment Status –

1) Self-employed 2) Service 3) Business

4) Retired 5) Not employed currently

7. Annual Family Income –

1) Rs. 1 – 3 Lakh 2) Rs.3 – 5 Lakh 3) Rs.5 – 7 Lakh

4) Rs. 7 – 9 Lakh 5) 10 Lakh & above

8. Are you a student? 1) Yes 2) No

If yes, how much average pocket money do you get per month?

1) Less than Rs. 500 2) Rs. 500 to 1000

3) Rs. 1000 to 2000 4) Rs. 2000 & above

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9. Are you aware about the Organized Retail Outlets in Mumbai?

1) Yes 2) No

10. If Yes, which Organized Retail Outlets are you aware of?

1) D Mart 2) Big Bazaar

3) Vishal Megha Mart 4) Any other

11. Do you visit the Organized Retail Outlets? 1) Yes 2) No

12. If Yes

Please name your preferred Organized Retail Outlets (any two)

a. _______________________________________

b. _______________________________________

13. Which section (s) in the mall you visit frequently?

Sr. No. Reply Tick

a Entertainment section

b Readymade Garment

c Consumer durable (electronic items)

d Food and Grocery Items

e Footwear section

f Health & Beauty Care

g Books & Music

h Furniture & furnishing section

i Any other? Please specify

Sr. No. Reply Tick

a Regularly (Once a month)

b Occasionally (Once a Quarter)

c Seasonally (Festivals, Winter etc)

d Rarely

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14. Which type of products do you prefer to buy in malls ?

15. Do you think malls have made an impact on your budget?

16. Has the development of malls reduced your visits to the unorganized

retailers?

1) Yes 2) No

17. If yes, to what extent?

18. Where would you prefer to purchase the following items?

Sr.

No.

Reply Malls / Sp

Chains

Unorganized

Retailers

a Food and Grocery

b Health and Beauty products

c Readymade Garments

d Furniture

e Electronic Goods

f Books and Music

Sr. No. Reply Tick

a Basic (Food, Grocer & General Provisions)

b Lifestyle (Comfort, Luxury)

c Branded

d Unbranded

e Only products with discount offers

Sr.

No.

Reply Tick

a Yes, higher spending

b Yes, lower spending

c No

Sr. No. Reply Tick

a 5-10%

b 10-15 %

c 20% & above

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19. Are the products in the malls cheaper than with the unorganized retailers?

20. Can you justify the reasons for the popularity of organized malls specially

in metro cities

(Please rate on a scale of 5:- most popular -5 to least popular – 1)

Sr.

No.

Reply Scaling

a Sophisticated environment

b Recreation

c Family outing opportunity

d Status symbol

e Convenience of shopping, eating and entertainment under one

roof

f Time saving

g Festival offers

h Location convenience

i Great shopping experience

j Quality of customer services

k Parking & seating facilities

l Facility of payment through credit cards

m Competitive prices of goods

n Any other, please mention with rating

21. Do you think the organized retail outlets will have a negative impact on the

unorganized retail outlets?

1) Yes 2) No

If yes, please list the reasons: ________________________________________

Sr. No. Reply Tick

a Strongly Agree

b Agree

c Somewhat Agree

d Disagree

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22. Has the development of organized retail outlets changed your buying

behaviour in the recent past?

If yes, please to what extent: _________________________________________

23. Due to development of the organized retail outlets has your annual average

spending on the following products increased in the recent past?

Sr. No. Item Yes No

a Food & Grocery

b Health and Beauty products.

c Footwear

d Readymade Garment

e Furniture Goods

f Electronic Goods

g Books & Music

24. Do you make an impulsively purchase when you visit the malls?

25. Does the offer announced by the malls influence your purchase and you

end up in buying the additional items?

Sr. No. Reply Tick

a Yes, very much

b Yes, to some extent

c No not at all

Sr. No. Reply Tick

a Strongly Agree

b Agree

c Somewhat Agree

d Disagree

Sr. No. Reply Tick

a Strongly Agree

b Agree

c Somewhat Agree

d Disagree

495

26. As a responsible citizen of India what is your belief on the development of

mall culture in our country?

27. Rank the reasons for making a purchase in organized retail outlets and

unorganized retail outlets. (Ranking from 1-10 where 1 stands for lowest

and 10 stands for highest)

Sr. No. Organized Retail Outlets Unorganized Retail Outlets

Reasons Rank Reasons Rank

1. Display Proximity/Convenience

2. Availability of all

Brands

Trusted Brands

(By Providers)

3. Status Trust worthiness in owner

4. Promotional

Schemes

Home delivery of all

Products

5. Financial Schemes Promotions

6. Sales persons

interaction

Availability of Financial

Services

7. Home Delivery Hospitality provided by the

owner

8. After sales

services

After sales services

28. Do you think organized retail formats such as mall, supermarkets,

hypermarkets etc will grow & succeed in India in future?

If you agree what are the reasons? (Give at least one reason)

If you disagree what are the reasons? (Give at least one reason)

Sr. No. Reply Tick

a Earn mainly and save for the future

b Earn mainly to have necessity fulfilled

c. Earn to enjoy the comforts of life

Sr. No. Reply Tick

a Strongly Agree

b Agree

c Somewhat Agree

d Disagree

496

Questionnaire-II

For organised retail outlets

(The information collected will be strictly kept confidential and will be used for

academic purpose only)

1. Category of the shop

(Please tick the relevant answer and mention area of the shop and no. of

employees)

Sr.

no

Category For

ticking

Area

sq.ft

No. Of

employees

1 Departmental store

2 Hyper market

3 Grocery Shop

4 Readymade garment shop

5 Electronic goods shop

6 Furniture shop

7 Cosmetic shop

8 Gift Items/Toys/Artificial

Jewellery?

2. The year of establishment.

___________________________________________________

3. Age group of customers visiting in percentage

Sr. no Age group Percentage of customers

1 15 - 25

2 25 - 35

3 35 – 45

4 45 – 55

5 55 & above

6. Total 100%

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4. Types of product (Tick the correct answer)

Sr. No. Category Tick

1 Branded

2 Unbranded

3 Private label

4 All categories

5. Where do you buy your goods (Please mention the category?)

Sr.no. Options Tick

1 Whole-sale Dealer

2 Local distributor

3 Directly from Company

4 Any other

6. Do you maintain stock of inventory?

Yes No

If yes, mention the period of inventory

Sr.No. Period Tick

a) 1 – 3 months

b) 3 – 6 months

c) 6 – 9 months

d) More than 9 months

498

7. Number of customer Footfalls during :

Up to 100 Up to 200 Up to 300 Up to 400 Up to 500

Weekdays

Weekends

8. Have you developed methods to contact and follow up customers on regular bases?

Yes No

9. If yes, which of the following promotional schemes do you offer?

Sr.No Schemes Tick

1 Discount offer

2 Seasonal Sales offer

3 Exchange offer (with old)

4 Festival offer (discount)

5 Any other (Gift)

10. What are the publicity methods followed by you?

Sr.No Method Tick

a) Print media

b) Outdoor advertising (Banner/Hoarding?)

c) Electronic media

d) Any other please specify

e) Mouth to mouth publicity

f) Internet

g) Distribution of pamphlets

h) Any other

499

11. Do you use any modern technology in business?

Yes No

12. If yes, do you use the following systems in your shop?

Sr.no System Tick

a) ERP Systems

b) SAP/Tally

c) Bar coding and scanners

d) Credit card payments

e) Computerized billing

f) Any other (Specify)

13. Do you have independent website?

Yes No

14. If yes, please give the website address?

_______________________________________________________________

15. How do you communicate with your customers and suppliers?

Sr.no System Tick

a) Telephone

b) Fax

c) Email

d) Website

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16. How do you select your employees?

Sr.no System Tick

a) Personal contacts

b) Family member

c) Advertisement in

Newspaper

d) Any other system

17. Do you provide training to your employees?

Yes No

If yes what is the system you follow

Sr.no System Tick

a) On the job training facilities

b) Off the job training facilities

18. Do you provide following facilities to your employees?

Sr.no Facilities Tick

a) Annual salary increment

b) Fringes (mention details)

c) Bonus

d) Medical facilities

e) Casual Leave

f) Annual Leave (Earned Leave)

h) Any Other (Loan)

501

19. What is the socio economic profile of most of your customers (Please give in

percentage)?

20. What are the facilities provided by you to your customers?

21. Annual Turn-over five years ago Rs. __________ (provide categories)

__________________________________________________

22. Annual Turn-over now Rs. __________ (provide categories)

23. Has the annual turnover increased or decreased in the last five years.

Sr.no Economic profile Tick

a) Upper Class

b) Middle Class

c) Lower Class

Total 100%

Sr.no Facilities Tick

a) Free home delivery

b) Warranty

c) Payment by Credit Card

d) Credit Facilities

e) Repairs/Exchange Facilities

f) Any other

Sr.no Tick

a) It has increased

b) It has decreased

c) It is Same

502

QUESTIONNAIRE – III

(For Mall Managers)

(The information collected will be strictly kept confidential and

Will be used for academic purpose only)

1. Title of organized retail format: ________________________________

2. Type of retail format: Give categories and codes

3. Owner Company: ___________________________________________

4. Location: ___________________________________________________

5. Total Investment: ____________________________________________

6. Managing Director / CEO: ____________________________________

7. Structure of the Mall : ________________________________________

8. Year of Start of Functioning: ______________________________

9. Total Area floor area (sq. ft.): __________________________________

10. Total no. of shops in malls (pl. provide separate list of the shops)-

11. Avg. footfalls on weekdays: ____________________________________

12. Avg. footwalls on weekends: ___________________________________

13. Visitors’ Profile (Age group) in %–

1) 15 – 25% 2)26 – 35 3) 36– 45

4) 46 – 55 5) 56 & above

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14. What is the area allocations –

Sr. No. Category % floor space

of allocated

1 Fun and entertainment area

(Cinema, Games?)

2 Atrium area

3 Shopping area

4 Food Court

5 Parking space

6 Children’s Play

15. Types of shops in malls (Pl. tick the relevant answer)

16. What are the category of the shops– (Please tick the relevant answer and

mention area of the shop & no. of employees)

Sr. No. Category of Shop Area

Sq. ft.

No.

employees

1 Readymade Garment

2 Furniture

3 Electronic Goods

4 Departmental Store

5 Hypermarket

6 Food-court

7 Amusement Arena

17. Do you follow any innovative Scheme to attract footfalls –

1) Yes 2) No

If yes, please specify: _____________________________________________

Sr. No. Type Number

1 Independent / single

2 Part of specially chain shops

3 Franchisee shop

4 Any other (pl. specify)

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18. What type of Advertising and sales promotion schemes you follow –

Sr. No. Scheme Tick

1. Festival Offer

2. Exchange Offer

3. Discount Offer

4. Seasonal Offer

5. Any Other, Pl. specify

19. Advertising Media used –

Sr. No. Media Tick

1 Print Media

2 Banners and Hoardings

3 Electronic media

4 Any other, pl. specify.

20. Do you use any of the following Technology? (Tick mark if you use)

Sr. No. Name Tick

1. ERP system

2. Online Adv

3. SAP/Tally

4. CRM system

5. Bar coding & scanner

6. Credit card payments

7. Independent websites

8. Information/Automated security

9. Any Other (specify)

21. Do you have independent website?

1) Yes 2) No

If yes, please give the website address: ______________________________________

505

22. Have you developed methods to contact and follow up visitors on a

regular basis

1) Yes 2) No

If yes what are the methods: ____________________________________

23. Do you understand the reasons why you gain, retain or lose visitors

1) Yes 2) No

24. Do you have a database which tells you what is the average expenditure by

you on per customer and how often they purchase from you?

1) Yes 2) No

25. Do you record sales in each category of products/services independently

1) Yes 2) No

26. Do you agree that special skill set is required to handle visitors in mall?

1) Yes 2) No

27. Do you give the training and development to the new employees of your

Mall or to a new job to handle customers?

1) Yes 2) No

28. Do you have a training budget and encourage employees to improve their

skills

1) Yes 2) No

34. Do you find ways to reward employees for new ideas that benefit the

business or for performing above expectations

1) Yes 2) No

35. Do you provide facilities to your employees

1) Yes 2) No

36. If yes please specify ------------------------------------------------------

506

37. Do you follow any particular methodology for promotion, placement and

retrenchment?

1) Yes 2) No

38. If Yes please specify

For Promotion: _____________________________________

For Placement: _____________________________________

For Retrenchment: _____________________________________

39. How do you fulfill your working capital requirement

1) Borrowed Capital 2) Owned Capital

40. If borrowed capital what is the type :_______________________________