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PROJECT REPORT
ON
“THE EFFECT OF CUSTOMER LOYALTY
PROGRAM ON THE CONSUMER CHOICES AND
BUYING PREFERENCES IN PANTALOONS”
SESSION: 2015-2016
SUBMITTED TO:SUBMITTED BY:
MRS.RICHA SHARMA
ISHU SAENA !FACULTY OF MANAGEMENT"
MBA #$% SEM.
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&.C.M.T
&.C.M.T
A'()*+,/)$
I have taken a lot of eorts in this project; however it
would not have been possible without the blessings of my
parents and almighty God. Apart from that, I would like to
thank kind support of many individuals. I take this
opportunity to epress my gratitude to the people who
have been instrumental in the successful completion of
this project.
!hen I would like to thank "rs. #icha $harma and the
faculty of %handelwal &ollege of "anagement $cience
and !echnology' for their support and provided me with
the time and inspiration needed to detail out this project.
I would like to epress my special gratitude and thanks
to pantaloon. "y thanks and appreciations also go to my
colleague in developing the project who willingly helped
me out with their abilities.
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DECLARATION
I hereby declare that this project report titled on (
study the effect of customer loyalty program on consumer choices
and buying preferences in pantaloon) submitted by me to the
department of business management ,%&"! ,*areilly
,is a work undertaken by me and it is not submitted
to any other university or institution for the award of any degree diploma+ certicate or published any time
before.
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ISHU SAENA
MBA 2ND YEAR
TABLE OF CONTENT
• OBJECTIVE
• INTRODUCTION OF RETAIL INDUSTRY
ISSUES IN RETAILING
EVOLUTION OF INDIAN RETAIL
• DEFINTION OF LOYALTY PROGRA
LOYALTY PROGRAM BASICS
BENEFITS OF LOYALTY PROGRAM
INCREASED CUSTOMER RETENTION
ATTRACTING, RETAINING AND GROWING CUSTOMERS
• ABOUT FUTURE GROUP
LIST OF BRANDS IN FUTURE GROUP
LEADERSHIP
FUTURE GROUP MISSION AND VISION
CORE VALUES
• ABOUT PANTALOON
MISSION AND VISION
CORE VALUES
CUSTOMER RELATIONSHIP MANAGEMENT AT PANTALOON
PANTALOONS GREEN CARD PROGRAM: INITIAL STEPS
SPECIAL BENEFITS ON ENROLLMENT
CATEGORIES VALID FOR GREEN CARD DISCOUNTS
MEMBERSHIP & 12 MONTH PURCHASE-BASED UPGRADING
SYSTEM
• RESEARCH METHODOLOGY
• DATA ANALYSIS AND INTERPRETATION• FINDINGS
• LIMITATION
• SUGGESTION AND RECOMMENDATIONS
• CONCLUSION
• BIBLIOGRAPHY
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• ANNEXURE
OBJECTIVE OF MY STUDY
• To !o" #$% o'(#' )*o+*( (o)#% .' )(!#(oo!/
(! o#$%* ())(*% *%#(0%*/
•
To !o" $o" )(!#(oo!/ *%#(0! 3/#o%*/ 3/0!+o'(#' )*o+*(
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INTRO!CTION TO RETAIL IN!"TR#
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E*OL!TION OF INIAN RETAIL)
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• No o!0#o*0!+ o4 (.o* ("/
TYPICAL CHANNEL OF DISTRIBUTION
MANUFACTURE RETAILER
WHOLESELLER FINAL CONSUMER
A R%#(0%* /%/ #o o!/3%*/ #$*o3+$ 3#0)% *%#(0 4o*(#/
• W%. /0#%/
• P$'/0( /#o*%/
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LO#ALT# +RO%RA,
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efinition of loyalty program: “Loyalty is one of the great engines ofbusiness success”.
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LO#ALT# +RO%RA, BA"IC"
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F!T!RE %RO!+
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F!T!RE %RO!+
F3#3*% G*o3), % .' 0#/ 4o3!%* (! G*o3) CEO, M* 0/$o*% B0'(!0, 0/o!% o4 I!0(/ %(0!+ .3/0!%// $o3/%/ "0#$ 3#0)% .3/0!%//%//)(!!0!+ (*o// #$% o!/3)#0o! /)(% W$0% *%#(0 4o*/#$% o*% .3/0!%// (#050#' o4 F3#3*% G*o3), +*o3) /3./00(*0%/
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http://www.futurebazaar.com/http://www.futurebazaar.com/
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%/)o3/% 0! #$% +*o3)/ o*% 5(3% o4 I!0(!!%// T$% +*o3)/o*)o*(#% *%o 0/, R%"*0#% *3%/, R%#(0! 5(3%/F3#3*% G*o3)/ I!3%/-
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BIG BAAAR 1/# ; o!#$/ 1< o44 o! 4(/$0o! 1/# ; o!#$/
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BRAND
FACTORY
R/ 9 o44 o! R/ 1999 & (.o5% )3*$(/% Fo*
1/# ; o!#$/ R/ 29 o44 o! R/299 & (.o5%
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LILLIPUT 19< 0/o3!# 4o* F3#3*% (* $o%*/ o! (
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INTERNATIONAL )((+%/
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LEAER"-I+
T$% F3#3*% G*o3) %)o'/ o5%* ;9,999 )%o)% (! "(/ o3!#% (o!+1 .%/# %)o'%*/ 0! I!0( 0! ( /3*5%' o!3#% .' H%"0## A//o0(#%/
in 9:: in association with !he 1conomic !imes.
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F!T!RE %RO!+
GROUP VISION
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• R%/)%# (! H300#': To *%/)%# E5%*' 0!0503( (! .% $3.% 0! o3*
o!3#
• I!#*o/)%#0o!: %(0!+ #o )3*)o/%43 #$0!0!+
•
O)%!!%//: To .% o)%! (! *%%)#05% 0! !%" 0%(/, !o"%+%(! 0!4o*(#0o!
• V(30!+ (! N3*#3*0!+ R%(#0o!/$0)/: To .30 o!+ #%* R%(#0o!/$0)/
• S0)00#' (! Po/0#050#': S0)00#' (! Po/0#050#' 0! o3* #$o3+$#, .3/0!%//
(! (#0o!
• A()#(.00#': To .% 4%?0.% (! (()#(.%, #o %%# $(%!+%/
• Fo": To *%/)%# (! 3!%*/#(! #$% 3!05%*/( (" (! !(#3*%
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+ANTALOON"
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P(!#(oo! R%#(0 @I!0( L00#% @PRIL 0/ #$% 4(+/$0) o)(!'o4 F3#3*% G*o3), ( .3/0!%// +*o3) (#%*0!+ #o #$% %!#0*% I!0(
o!/3)#0o! /)(%
PRIL 0/ I!0(/ %(0!+ *%#(0%* #$(# o)%*(#%/ 3#0)% *%#(0 4o*(#/(#%*0!+ #o #$% !%%/ o4 .o#$ #$% 5(3% (! 04%/#'% /%+%!# o4 #$%I!0(! o!/3%* (*%# T$% o)(!' "$0$ /#(*#% 0#/ o)%*(#0o!/ 4*oo(#( 0/ !o" $%(3(*#%*% 0! M3.(0 @Bo.(', I!0(/ o%*0(()0#( T$% o)(!' o)%*(#%/ o5%* 00o! /3(*% 4%%# o4 *%#(0 /)(%,$(/ o5%* 1999 /#o*%/ (*o// ; 0#0%/ 0! I!0( (! %)o'/ o5%* 2,999
)%o)% T$% o)(!' o)%*(#%/ 0! 05%*/% 4o*(#/
P(!#(oo!/ A C$(0! O4 F(/$0o! O3#%#/K
T$% 40*/# P(!#(oo!/ "(/ o)%!% 0! G(*0($(# 0! 1 O5%* #$% '%(*/, 0#$(/ 3!%* +o!% /%5%*( #*(!/0#0o!/ W$%! 0# "(/ 40*/# (3!$%, #$0/ /#o*%o/#' /o %?#%*!( .*(!/ G*(3(', 0# /#(*#% *%#(00!+ ( 0? o4%?#%*!( .*(!/ "$0% (# #$% /(% #0% 0!#*o3% 0#/ o"! )*05(#%
.*(!/ I!0#0(' )o/0#0o!% (/ ( 4(0' /#o*%, 0# 40!(' 5%%*% #o"(*/ .%o0!+ ( 4(/$0o! /#o*% "0#$ (! %)$(/0/ o! 6'o3#$6 (! %(* 4o3/ o!4*%/$ 4(/$0o! To(', #$% 4(/$0o! /#o*% %?#%!/ #o (o/# ( #$% (o*
0#0%/ (*o// #$% o3!#*' P(!#(oo!/ $(/ %/#(.0/$% 0#/ )*%/%!% "0#$/#o*%/ !o# 3/# 0! #$% %#*o/, .3# (/o 0! /(%* #o"!/ To(' #$%*% (*%(*o3! >8 P(!#(oo!/ /#o*% (*o// #$% o3!#*'I# 0/ L% .' 0#/ 4(+/$0) %!#%*)*0/%, P(!#(oo! R%#(0, #$% +*o3) o)%*(#%/o5%* 1200o! /3(*% 4%%# o4 *%#(0 /)(% 0! o5%* 1 0#0%/ (! #o"!/ (!8 *3*( o(#0o!/ (*o// I!0( T$% +*o3) o"!/ /%5%*( %(0!+ 4o*(#/0!30!+ P(!#(oo!/, B0+ B(=((*, FooB(=((*, Ho% To"!, E-o!%(! C%!#*( P(!#(oo!/ 0/ (o!+ I!0(6/ (*+%/# $(0!/ o4 4(/$0o! /#o*%/
P(!#(oo!/ F*%/$ F(/$0o!, "0#$ 0#/ 4o3/ o! 64*%/$ oo, 4%% (! (##0#3%6o44%*/, #*%!' (! $0) o%#0o!/ #$(# (*% 0! /'! "0#$ #$% $o)%/ (!(/)0*(#0o!/ o4 0/%*!0!+ 'o3!+ (! 6'o3!+-(#-$%(*#6o!/3%*/ P(!#(oo!/ F*%/$ F(/$0o! /#(!/ o3# (/ ( 4(/$0o! #*%!/%##%*,o! #$% 0!%/ o4 $o" 4(/$0o! 0/ 4oo"% 0!#%*!(#0o!(' T$0/64*%/$ 4(/$0o!6 %/#0!(#0o! (o"/ 3/#o%*/ #o /$o) 4o* #$% (#%/# 0!
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4(/$0o! ())(*% (! (%//o*0%/ #$*o3+$o3# #$% '%(* 0! (! (##*(#05% (!50/3(' /#03(#0!+ (.0%!%P(!#(oo!/ F*%/$ F(/$0o! /#o*%/ $(5% )*%/%!% "0#$ /#o*%/ !o# 3/# 0!M%#*o/ .3# (/o 0! /(%* #o"!/ A /#o*%/ $(5% ( "0% 5(*0%#' o4
(#%+o*0%/ 0% (/3( "%(*, %#$!0 "%(*, 4o*("%(*, )(*#' "%(* (!/)o*#/"%(* 4o* M%!, Wo%! (! 0/
,I""ION)
P(!#(oo!/ /$( /#*05% #o )*o50% 3#0(#% V(3% (! /(#0/4(#0o! #o 0#/3/#o%* 0! #%*/ o4 3(0#' o!#*o "0#$ )*0%•T$*o3+$ %?%%!% 0! #%$!oo+' .*%(
•T$*o3+$ M(!(+%%!# %!#%*)*0/%•T$*o3+$ To#( 3(0#' M(!(+%%!# To (% 0# ( )*%4%**%o*+(!0=(#0o! 4o* .o#$ )*%/%!# (! 43#3*% %)o'%%/, /3))0%*/,3/#o%*/, /$(*%$o%*/ *%(#% (+%!0%/ (! /o0%#' (! (*+% (!o!#0!3% 0#/ (*$ #o"(*/ )*o+*%// (! *%#(0! 0#/ 4*o!# 0!% )o/0#0o!/*I"ION)
P(!#(oo!/ I!0(, 0! (//o0(#0o! "0#$ T$% F3#3*% +*o3) /$( %05%*%5%*' #0%, %5%*'"$%*%, (! %5%*'#$0!+ 4o* %5%*' o!/3%* o4 I!0( 0! (
)*o40#(.% "('P(!#(oo!/ I!0( /$(*%/ #$% .%0%4 #$(# #$% )o#%!#0( /#(%$o%*/ (!3/#o%*/ /$( .% )*o50% .' %?%3#0!+ (! *%(#0!+ 43#3*%%5%o)%!#/ 0! #$% %(0!+ o!/3)#0o! /)(% #o #$% %o!o0%5%o)%!#,OTTO)
•C3/#o%* S(#0/4(#0o! 0/ o3* *%( o##oK•C3/#o%* 0/ o3* *%( .o// (! o3* *%( (/#%*•A C3/#o%* 0/ !o# (! 0!#%**3)#0o! 0! o3* "o* $% 0/ #$% )3*)o/% o4 0#
CORE *AL!E":•Co!40%!% 0! o3*/%5%/•To .% ( %(%*, .o#$ 0! #$o3+$#, .3/0!%// (! 0! 0!!o5(#0o!•R%/)%# %5%*' 0!0503( (! .% $3.% 0! o3* Co!3#•L%(0!+ #o )3*)o/%43 #$0!0!+
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•To .% o)%! (! *%%)#05% #o !%" 0%(/, !o"%+% (! 0!4o*(#0o!•To .30 o!+ #%* *%(#0o!/$0)/•S0)00#' (! )o/0#05%' 0! o3* #$o3+$#, .3/0!%// (! 0%(/•To .% 4%?0.% (! (()#(.%, #o %%# $(%!+%/
C!"TO,ER RELATION"-I+ ,ANA%E,ENT AT
+ANTALOON" '-# CR,2
•W(!# #o 4o3/ .o#$ o! (30/0#0o! & R%#%!#0o!•To o!5%*# (0' 4oo#4(/ 0!#o o'( 3/#o%*/•E?#*(o*0!(*' /%*50% (! 3/#o%* /(#0/4(#0o!•I!*%(/% 3/#o%* /$(*%I! F3#3*% G*o3) o!' P(!#(oo!/ 0/ 4oo"0!+ C3/#o%*
Lo'(#' P*o+*(CRM 0/ )*(#0% #$*o3+$ #$% GREEN CARDK )*o+*(@GCG*%%! C(* o'(#' )*o+*( o!#* 0.3#%/ ())*o? 8< 0!
)*o40 #(.0 0#' o4 P(!#(oo!/ (*o// o3!#*' P(!#(oo!/ (0!#(0!/ ( 3/#o%* (#(.(/% o4 ;; ((*o// I!0(So4#"(*% 3/% 0/ #$% C3/#o%* Lo'(#' P*o+*(
+ANTALOON" %REEN CAR +RO%RA,)
INITIAL "TE+" : I!4o*0!+ #$% C3/#o%* (.o3# #$% o'(#' )*o+*( T o . % o % ( + * % % ! ( * % . % *-F00!+ o4 4o* -E!*o%!# )('%!# o4 R/ 199W$0% 4 0 0!+ #$% 4o* 5(*0o3/ 3/#o%* %#(0 / 0%-N(%
-A*%//-D(#% o4 B0*#$-P$o!% No-%-(0 0-I!o%-R%(#0o!/$0) S#(#3/ %#(*% o%#% #o 4o* #$% 3/#o%* (#(.(/%
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"+ECIAL BENEFIT" ON ENROLL,ENT: 2 9 9 G 0 4 # V o 3 $ % *
• F*0(' <
• P0==( H3# 29
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• STAR MEMBERS A "$o))0!+ 19< 0/o3!# o! %5%*' )3*$(/% S"0)% (* (# #$% #0% o4
)3*$(/% #o (5(0 #$%/% 0/o3!#/MOST RECENT PURCHASE HELPS TO UPGRADEPANTALOONS
3)+*(% 0/ !o# %)%!%!# o! #$% (#% o4 %!*o%!# o* (%!(* '%(* T$%'!o" 3)+*(% o! #$% .(/0/ o4 )3*$(/%/ 0%0(#%' .(/% o! #$%
)*%%0!+ 12 o!#$/ 4*o 3**%!# /$o))0!+ (#%,E,BER"-I+ 3 /4 ,ONT- +!RC-A"E5BA"E !+%RAIN%
"#"TE,)
THREE STAR CARD - U)+*(% #o ( ; /#(* /#(#3/ .'/$o))0!+ 4o* R/ 999-0%0(#%' )*%%0!+ 12 o!#$/ o43**%!# /$o))0!+ (#%
FIVE STAR CARD - U)+*(% #o ( /#(* /#(#3/ . '/$o))0!+ 4o* R/ 29999-0%0(#%' )*%%0!+ 12 o!#$/ o43**%!# /$o))0!+ (#%SEVEN STAR - U)+*(% #o ( /#(* /#(#3/ .' /$o))0!+ 4o* R/>9999- 0%0(#%' )*%%0!+ 12 o!#$/ o4 3**%!# /$o))0!+ (#%
EXCLUSIVE BENEFITS AND PRIVILEGES:FASHION FRIDAY @(0#0o! ( < 0/ o3!# #o (
%.%*/I!/#(!# 0/o3!#/ 4o* %5%*' # 0% 'o3 /$o) (# P(!#(oo!/R%+3(* 3)(#%/ o! #$%%/, o%#0o!/ (! )*oo/ @.%+0!!0!+& %! 50( (#(o+3%/, SMS (! %(0
S ) % 0 ( 0 ! 5 0 # % / # o # $ % o / # $ ( ) ) % ! 0 ! + % 5 % ! # /
ADDITIONAL BENEFITS
•G*%%! A o! C(*/ - 1 ( ! ; / # ( * % . % * : 1 ( - o ! ( * - ( ! / # ( * % . % * : 2 ( - o ! ( * /•G*%%! D('/: E! O4 S%(/o! S(%•G*%%! C$(!!%: /)%0( .00!+ o3!#%* 3*0!+ E! o4 S%(/o! /(%
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•G*%%! O44%*/•G*%%! S%*50% D%/•G*%%! E?$(!+%•G*%%! *o)
STAR PRIVILEGES A BIGWOWKE?3/05% .%!%40#/ 4o* +*%%! (* %.%*/
Organised retail mar6et in India
I! CETRAL 4o* o'(#' /$%% #$%*% 0/ ( (* !(% FUTURE
CARDK T$0/ (* "% (% 0# (/ ( *%0# (* "$0$ 0/ )o"%*% .'
ICICI CREDIT (* T$% 3/#o%* (! o%# 0# 4*o (!' ICICI
.(! .*(!$ o* 4*o (!' PANTALOONS o3#%#/ I#/ (5(0(.% (
o5%* T$0/ 43#3*% (* (! .% ())0(.% 0! (!' /#o*% o* ( o%/
3!%* FUTURE GROUP
A!'o!% "$o/% o!#$' 0!o% 0/ (.o5% 0!999 (! .% ( )(*# o4
#$0/ o'(#' (*
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T$0/ 0/ #$% /o+(! o4 #$% 43#3*% (*
A)(*# 4*o #$0/ C%!#*(/ +o%/ "0#$ 5(*0o3/ o'(#' /%*50%/ /3$ (/
FREE *%%% o4 )(*0!+ o3)o!/, 4*%% (#%*(#0o! #o ( 3/#o%*/,
/o%#0%/ 4*%% $o% %05%*' #o 3/#o%*/ %# #$0/ 0/ #$% o'(#'
/$%% *3! .' CENTRAL
T$% (0! .%!%40# .%'o! #$0/ 43#3*% (* 0/ 'o3 (! 3/% #$0/ (* 0!
5(*0o3/ o3#%#/ *3! .' FUTURE GROUP A)(*# 4*o #$0/ (/ "%
#( (.o3# o#$%* )('%* 0! *%#(0 /%#o* SHOPPERS STOP $(50!+
FIRST CITIEN CARD INDIA BULL MEGA STORE $(50!+
PPC @)'*(0 )o"%* 3. "$0$ +o%/ "0#$ o'(#' (* B%4o*%
FUTURE CARD #$%*% "(/ CENTRAL CARD "$0$ 0/ o!'
())0(.% 4o* CENTRALS )3*)o/% I# 0/ ( o'(#' (* 4o*
CENTRALS 3/#o%*/ Foo"0!+ (*% /o% %#(0/ (.o3#
CENTRAL/ (*
E7clusi$e Benefits
Aa8
se 6harchey
ban gaye
6amai 9
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G%# 9< EMI o)#0o! 4o* )3*$(/%/ o*% #$(! R/ ;,999(# C%!#*(
G%# 4*%% +04# 5o3$%* o4 C%!#*( "o*#$ R/ 29"0#$ #$% o44%*
.oo%#
E(*! > *%"(* )o0!#/ 4o* %5%*' R/199/)%!# (# C%!#*( A/o %(*! 1
*%"(* )o0!# 4o* %5%*' R/ 299/)%!# (# %*$(!# %/#(.0/$%!#/
o#$%* #$(! C%!#*(
P*0o*0#' P('%!# Co3!#%*/ (# C%!#*( 4o* (*$o%* #o /(5%
5(3(.% #0%
C(*$o%* +%#/ )*0o*0#' #o 50%" #$% )*o3# (3!$%/ (! /%(/o!(
o%#0o!/ (# C%!#*(
U) #o 19< 0/o3!# #o ( (*$o%*/ *%/#(3*(!#/ "0#$0! C%!#*(,
o! .0/ o4 R/ 29(! (.o5%
G%# 12 4*%% o44%% 5o3$%*/ o! ())*o5( o4 (*
T$% C(*$o%* "0 +%# (%// #o /%%# (0*)o*# o3!+%/ (*o// #$%
o3!#*' "0#$ o)0%!#(*' /!(/ (! !o!-(o$o0 .%5%*(+%/
A #$% .%!%40#/ o4 /o0 +o (*
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RESEARCH METHODOLOGY
RESEARCH METHODOLOGY
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RESEARCH DESIGN
!he type of research chosen for the study is descriptive research. In
descriptive research various parameters will be chosen in analy7ing thevariations between these parameters.
DATA SOURCES4
• P34 D3$3: rimary data is the information collected for the rst
time. In this project it is obtained by means of
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DATA ANALYSIS AND
INTERPRETATION
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D3$3 3)3,4 3) )$7$3$*)
>.?' I)'* 3)/ *8 $% '9$* !7
*)$%"
?@
9B
9C
D9/1$$ !EA2 ?=:::
9:::: !- 9=:::
9=::: !- D::::
D:::: !- A*-F1
-!I-2$ #1$-2$1
/1$$ !EA2 ?=:::
9:::: !- 9=::: ?D
9=::: !- D:::: ?9
D:::: !- A*-F1 ?B
!-!A/ =:
INETRPRETATION:F*o #$% (.o5% $(*# 0# %#%*0!%/ 3/ #$(# )%o)% (*% $(50!+ 0!o% %5% 0!
.*(%#/ 00#/ o4 R/ ;9999 (! (.o5% 3/3(' )3*$(/%/ .0+ .*(!/ (# (*%/0+!040(!#' o*% o'( #$(! #$o/% 3/#o%*/ "$o (*% $(50!+ %// %(*!0!+/ (!o" )3*$(/0!+ )o"%*
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#.$% Are you aware about te !oya!ty "ro#ra$ o%"a&ta!oo&'(
?::
01$
2-
&P'&( )"SP&(S"
*"S +
(&
&- +
'(")P)"-'&(!
/rom the above pie chart it determine us that most thecustomers are aware of the loyalty program of pantaloons.
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#.0% )ow %re*ue&t!y you +,',t "a&ta!oo&'owroo$(
9C
9@
C@811%/0
"-2!E/0
A$ 1# 2113
&P'&( )"SP&(S"
1""2* 3$
4&(5* 36
-S P") (""7 $6
&- +
INTERPRETATION:F*o #$% (.o5% )0% $(*# 0# %#%*0!%/ 3/ #$(# (.o3# >< o4 #$% 3/#o%*/ 50/0#
)(!#(oo!/ (/ )%* #$% !%%
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#.6% w,- 'e-t,o& you "re%er $ore ,&"a&ta!oo&(
CB
9C
D:
&/-!EI2G
6--!81A#
A&&1$$-#I1$
&P'&( )"SP&(S"
C&5'(8 $0
/&&1"-) 3$
-CC"SS&)'"S 3+
&- +
'(")P)"-'&(!/rom the above chart it depicts that due to good apparels and good discount offers andother superb deals, 69: customers tends to buy clothes from pantaloons and rest 0:customers prefer footwear and remaining $6: prefer to buy accessories.
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#.+% D,. you re-e,+e a&y be&e%,t %ro$ te!oya!ty "ro#ra$ o% "a&ta!oo&(
=B
CC
01$
2-
&P'&(S )"SP&(S"
*"S $;
(& $$&- +
'(")P)"-'&(!
/rom the above pie chart it determines us that +9: of thecustomers thinks that loyalty program of pantaloons providesbenefits.
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#.9% )ow o%te& you re-e,+e te be&e%,t o% t,'"ro#ra$(
BC
DB
-2 1F1#0 FI$I!
6#1>H12!/0
&P'&(S )"SP&(S"
&( "
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>.' D* 4*9 '; 7*' *
7*7 973$ /3)/ *
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>.@' A 4*9 3$= +$% $% ,*43,$4
7*/3 *8 73)$3,**)
:
D:
01$
2-
-!I-2$ #1$-2$1
01$ D=
2- ?=
!-!A/ =:
I2!1##1!A!I-24
6rom the above pie chart it determines us that : of the
customers are satised in using the loyalty program ofpantaloons.
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>.?" H*+ 3$= 4*9 3 +$% $%
79'%3 4*9 3 ) 73)$3,**)
3$)/ '3,
9C
D:
9B
?BC
EIGE/0 $A!I$6I13
$A!I$6I13
21H!#A/
H2$A!I$6I13
EIGE/0 H2$A!I$6I13
-!I-2$ #1$-2$1EIGE/0 $A!I$6I13 ?9
$A!I$6I13 ?=
21H!#A/ ?D
H2$A!I$6I13 @
EIGE/0 H2$A!I$6I13 9
!-!A/ =:
I2!1##1!A!I-24
6rom the above table D: of the customers are satised in usingthe benets of pantaloons, 9B are neutral, 9C of the
customers are highly satised, ?B are unsatised and remaining
C are highly unsatised.
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>.?:' I ,*43,$4 7*/3 3
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>.??' *) +%3$ @3 $% ,*43,$4
7*/3 *8 73)$3,**) 3
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>.?9' *9, 4*9 ,( $* '*)
4*9 8) 8* ,*43,$4 7*/3 *873)$3,**)
B9
D@
01$
2-
-!I-2$ #1$-2$1
01$ D?
2- ?
!-!A/ =:
I2!1##1!A!I-24
6rom the above pie chart it determines that B9 of the customerswant to recommend to their friends for availing the benet of
pantaloons and remaining D@ wants not to recommend to their
friends.
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FINDINGS
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FINDINGS
• 6rom this research, there is majority
no. of customers income is above
D:::: .
• 6rom this research I came know that
most of the customers are aware
about the loyalty program of
pantaloons.
• 6rom this research I came to know that
most the customers visit to pantaloonsto purchase clothes, accessories etc.
as per the need.
• 6rom this research I came to know that
most the customers preference
towards through purchase of clothes.• 6rom this research I came to know
that =B of the customers avail the
benets provided by the pantaloons.
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• 6rom this research I came to know that
most of the customers avail the
benets on every visit of pantaloons.• 6rom this research I came to know that
B9 of the customers receive the
periodic or proper updates regarding
oers and promotions from
pantaloons.
• 6rom this research I came to know that
BB of the customers think that
loyalty program of pantaloons aect
the repeat purchase.
• 6rom this research I came to know that
most of the customers think that it
increases the credit point on the
repeat purchase.
• 6rom this research I came to know that
B9 of the customers want to
recommend to their friends about theloyalty program of pantaloons.
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LIMITATIONS
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LIMITATIONS
As the respondents were busy with
their shopping in pantaloons, it wasdiJcult for the researcher to meet the
respondents and gain information. !he study was limited to short period
only.
!he data depends totally on therespondentKs view which may be
biased. !hose who came out of pantaloon
store after shopping were chosen for
getting the
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3uring my research I have found that
there was no place to sit for old age
people in pantaloon. 3uring my research I have found that
in pantaloon billing counter only one
system is working rest two systems
are not working because of this many
of the respondents facing problem.
SUGGESTIONS AND
RECOMMENDATIONS
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SUGGESTIONS AND
RECOMMENDATIONS
antaloon needs to improve so that it canaccommodate more kinds of products and also
space for children coming with their parents to
play and have fun so that for them visiting
pantaloon becomes eciting.
$itting area should be there for children andold people, so that they can sit while other
family members doing shopping.
"ore computers should be included andnumber of billing counters should be increased
especially during the festive season and sales,
so as to speed up the process of billing andavoid large
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benets of green card membership, it will
strengthen customer loyalty.
-thers recommendations include introductionof book corner for the book lovers and making
shopping more joyful.
CONCLUSION
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CONCLUSION !his research report aims to study theloyalty program adopted by pantaloonsand other apparel retailers and to knowhow pantaloons retain customers usingloyalty program. !hrough pantalooncaptures a dierent market and is givingcompetition to big players like big ba7aar,Fishal mega mart.#etail in India is a booming sector
nowadays and pantaloon should try tobenet more from it .#ecommendationsgiven should be considered by pantaloonin order to emerge as a winner in long run.
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BIBLIOGRAPHY *ooks4L #etail management 5chetan bajaja' 1ditionM9::,
ublication data M -ford university pressL &ustomer $ervice in #etailing 5Anil "ishra N
#uchi Gupta' 1ditionM9::, ublication O *i7tantra
5management for the Pat word'L !he #etail value &hain 5$ami 6inne N hanna
$ivonen', publication O kongan page
8ebsite4
L http4++www.retailindustry.com
L http4++www.bigretail.com
L http4++www.pantaloon.com
http://www.retailindustry.com/http://www.bigretail.com/http://www.pantaloon.com/http://www.retailindustry.com/http://www.bigretail.com/http://www.pantaloon.com/
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ANNEURE
ANNEURE
1#$-2A/ 31!AI/$4M
2ame4 MMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMM Gender4
MMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMM-ccupationQQQQQQQQQQ.1mail4 MMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMM>.?' Income range of the customer 5per month'5a' /ess than ?=:::5b' 9:::: to 9=:::5c' 9=::: to D::::
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5d' D:::: to above
>.9' Are you aware about the loyalty program of pantaloona' 0es 5 ' b' 2o 5 '
>.D' Eow fre.C' which section you prefer more in pantaloona' &lothing 5 ' b' 6ootwear
5 'c' Accessories 5 '
>.=' 3id you receive any benet from the loyalty program of
pantaloona' 0es 5 ' b' 2o 5 '
>.B' Eow often you receive the benet of this programa' -n every visit 5 ' b' 6re.@' Are you satised with the loyalty program of pantaloona' 0es 5 ' b' 2o 5 '
>.' Eow satised you are with the purchase you made in
pantaloon rating scale
A' Eighly satised 5 ' b' satised 5 'c' 2eutral 5 ' d' unsatised
5 'e' Eighly unsatised 5 '
>.?:' Is loyalty program aecting your repeat purchase
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a' 0es 5 ' b' no 5
' >.??' on what basis the loyalty program of pantaloon aects
the repeat purchasea' It increases your credit pointsb' roviding discount oersc' -ther benets
>.?9' would you like to recommend your friends for loyalty
program in pantaloonA' 0es 5 ' b' 2o 5 '