MBA marketing project

A STUDY ON SERVICE QUALITY IN RELIANCE FRESH

ROYAPETTAH BRANCH CHENNAI

PROJECT REPORT

Submitted by

KRISHNARAJ .A

Register No: 13MBA050

Under the Guidance of

Mr. R. RAMESH B.E., MBA.

Assistant Professor, Department of Management Studies

In partial fulfillment for the award of the degree

Of

MASTER OF BUSINESS ADMINISTRATION

DEPARTMENT OF MANAGEMENT STUDIES

SRI MANAKULA VINAYAGAR ENGINEERING COLLEGE

PUDUCHERRY UNIVERSITY

PUDUCHERRY

JULY – 2014

SRI MANAKULA VINAYAGAR ENGINEERING COLLEGE

MADAGADIPET, PUDUCHERRY

DEPARTMENT OF MANAGEMENT STUDIES

BONAFIDE CERTIFICATE

This is to certify that the project work entitled “A STUDY ON SERVICE QUALITY

IN RELIANCE FRESH RETAIL LTD., ROYAPETTAH BRANCH CHENNAI” is a

bonafide work done A.KRISHNARAJ [REGISTER NUMBER: 13MBA050] in partial

fulfillment of the requirement for the award of the degree of Master of Business Administration

by Pondicherry University, during the academic year 2013-2014.

INTERNAL GUIDE HEAD OF THE DEPARTMENT

Submitted for Viva -Voice Examination held on___________________

EXTERNAL EXAMINER

1.

2.

ACKNOWLEDGEMENT

In connection with this endeavour I would like to record my gratitude to many people

surrounding me for this encouragement affirmation and guidance.

I express my profound thanks and gratitude to SHRI. M. DHANASEKARAN,

Chairman and Managing Director, SHRI. S.V. SUGUMARAN, Vice Chairman of Sri Manakula

Vinayagar Engineering College Puducherry.

I would like to thank Dr. V.S.K. VENKATACHALAPATHY, Director cum Principal,

Sri Manakula Vinayagar Engineering College Puducherry, for given me the opportunity to do

this project.

I would like to thank with gratitude my sincere thanks to Mr.N.S.N. CAILASSAME,

Associate Professor, Department of Management Studies, for his encouragement, support and

guidance to complete this project successfully.

I take the privilege to extend my hearty thanks to Mr. R. RAMESH, Assistant Professor,

Department of Management Studies, Sri Manakula Vinayagar Engineering College, my internal

guide for his dedicated support and encouragement to complete this project.

At the outset, I take the privilege to extend my sincere gratitude and hearty thanks to the

Mr. SHIRAJ HUSSAIN, Marketing Manager in reliance retail Chennai for giving to do the

project and also support for my study.

ABSTRACT

The Retail is the process of selling consumer goods and services to customers through

multiple channels of distribution to earn a profit. Demand is created through diverse target

markets and promotional tactics, satisfying consumer wants and needs through a lean supply

chain.

This project is entitled “A study on service quality in Reliance fresh Royapettah Chennai

“This study conducted with customer of reliance fresh store out of an unlimited population. The

samples are selected on the basis of convenience sampling the questionnaire is used for

collecting the date. The data analysis is carried out the percentage, T-test, ANOVA and

weighted average tools in SPSS.

From the findings, it was discovered that customer are satisfied towards service quality

of the store the recommendation have been also offered for the retailer to make repeated

shopping, quality service and trustworthy

CONTENTS

TABLE OF CONTENTS

CHAPTER

TITLE PAGE NO.

I INTRODUCTION AND RESEARCH DESIGN 1-10

II REVIEW OF LITERATURE 11-13

III CONCEPTUAL FRAMEWORK OF THE INDUSTRY 14-25

IV DATA ANALYSIS AND INTERPRETATION 26-100

V FINDINGS, SUGGESTION AND CONCLUSION 101-106

ANNEXURE - I BIBLIOGRAPHY 107

ANNEXURE - II QUESTIONNAIRE 107-110

LIST OF TABLES

TABLE

NO. TITLE

PAGE

NO.

3.1

Table showing Global Top Five Retailers 19

3.2 Table showing Name of reliance directors 22

4.1 Table showing the classification of the respondents based on their gender

26

4.2 Table showing the classification of the respondents based on their age 27

4.3 Table showing the classification of the respondents based on their qualification 28

4.4 Table showing the classification of the respondents based on their annual

income 29

4.5 Table showing the classification of the respondents based on their profession 30

4.6 Table showing the classification of the respondents based on store clean

31

4.7 Table showing the classification of the respondents based on carry bag in

stores 32

4.8 Table showing the classification of the respondents based on sufficient place in

store 33

4.9 Table showing the classification of the respondents based on staff members

easy to identify 34

4.10 Table showing the classification of the respondents based on offers are

displayed 35

4.11 Table showing the classification of the respondents based on promised

delivery 36

4.12 Table showing the classification of the respondents based on staff in billing

counter 37

4.13 Table showing the classification of the respondents based on all products

available 38

4.14 Table showing the classification of the respondents based on product instantly 39

TABLE

NO. TITLE PAGE

NO.

4.15 Table showing the classification of the respondents based on handled queries

immediately 40

4.16 Table showing the classification of the respondents based on personal

belongings return immediately 41

4.17 Table showing the classification of the respondents based on individual

attention 42

4.18 Table showing the classification of the respondents based on understand

customer need 43

4.19 Table showing the classification of the respondents based on exchanging

product 44

4.20 Table showing the classification of the respondents based on promise delivery

of service 45

4.21 Table showing the classification of the respondents based on bills error less 46

4.22 Table showing the classification of the respondents based on product delivered

without damages 47

4.23 Table showing the classification of the respondents based on quantities given

customer requirement 48

4.24 Table showing the classification of the respondents based on availability of

product packages 49

4.25 Table showing the classification of the respondents based on offers provided 50

4.26 Table showing the classification of the respondents based on allowed to take

own time to shop 51

4.27 Table showing the satisfaction level of customer towards store location 52

4.28 Table showing the satisfaction level towards availability of trolley 53

4.29 Table showing the satisfaction level of loyalty program 54

4.30 Table showing the satisfaction level of parking facilities 55

4.31 Table showing the satisfaction level towards brand name 56

TABLE

NO. TITLE

PAGE

NO.

4.32 Table showing the satisfaction level for availability of product quantity 57

4.33 Table showing the satisfaction level of product variety 58

4.34 Table showing the satisfaction level of accuracy of billing 59

4.35 Table showing the satisfaction level of product price 60

4.36 Table showing the satisfaction level of billing speed 61

4.67 Table showing the satisfaction level of store environment 62

4.38 Table showing the satisfaction level of quick service 63

4.39 Table showing the satisfaction level of response to customers 64

4.40 Table showing the satisfaction level of staff members assistance and guidance 65

4.41 Table showing the satisfaction level of understand the requirement 66

4.42 Table showing the satisfaction level of quality 67

4.43 Table showing the satisfaction level of product returns and exchanges 68

4.44 Table showing the satisfaction level of handling customer complaints 69

4.45 Table showing the satisfaction level of convenient operating hours 70

4.46 Table showing the satisfaction level of offers/discount 71

4.47 Table showing the weighted average service attributes based customer shopping

experience 72

4.48 Table showing the weighted average rate of satisfaction level of service quality 74

4.49 Table showing the weighted average of service attributes based on tangibility

76

TABLE

NO. TITLE

PAGE

NO.

4.50 Table showing the weighted average of service attributes based on reliability

77

4.51

Table showing the weighted average of service attributes based on

responsiveness

78

4.52 Table showing the weighted average of service attributes based on assurance

79

4.53 Table showing the weighted average of service attributes based on empathy

80

4.54 Table showing the different between gender and service attributes based on

tangibility 81


reliability 82


responsiveness 83


assurance 84


empathy 85

4.59 Table shows the ANOVA between age group and service attributes based on

tangibility 86


reliability 87


responsiveness 88


assurance 89


empathy 90

4.64 Table shows the ANOVA between qualification and service attributes based

on tangibility 91

TABLE

NO. TITLE

PAGE

NO.


on reliability 92


on responsiveness 93


on assurance 94


on empathy 95

4.69 Table shows the ANOVA between income and service attributes based on

tangibility 96


reliability 97


responsiveness 98


assurance 99


empathy 100

LIST OF CHARTS

CHART

NO. TABLE NAME

PAGE

NO.

4.1 Chart showing the classification of the respondents based on their gender

26

4.2 Chart showing the classification of the respondents based on their age

27

4.3 Chart showing the classification of the respondents based on their

qualification

28

4.4 Chart showing the classification of the respondents based on their annual

income 29

4.5 Chart showing the classification of the respondents based on their

profession 30

4.6 Chart showing the classification of the respondents based on store clean 31

4.7 Chart showing the classification of the respondents based on carry bag in

stores 32

4.8 Chart showing the classification of the respondents based on sufficient

place in store 33

4.9 Chart showing the classification of the respondents based on staff members

easy to identify 34

4.10 Chart showing the classification of the respondents based on offers are

displayed 35

4.11 Chart showing the classification of the respondents based on promised

delivery 36

4.12 Chart showing the classification of the respondents based on staff in billing

counter 37

4.13 Chart showing the classification of the respondents based on all products

available 38

4.14 Chart showing the classification of the respondents based on product

instantly 39

4.15 Chart showing the classification of the respondents based on handled

queries immediately 40

4.16 Chart showing the classification of the respondents based on personal

belongings return immediately 41

CHART

NO. TABLE NAME

PAGE

NO.

4.17 Chart showing the classification of the respondents based on individual

attention 42

4.18 Chart showing the classification of the respondents based on understand

customer need 43

4.19 Chart showing the classification of the respondents based on exchanging

product 44

4.20 Chart showing the classification of the respondents based on promise

delivery of service 45

4.21 Chart showing the classification of the respondents based on bills error less 46

4.22 Chart showing the classification of the respondents based on product

delivered without damages 47

4.23 Chart showing the classification of the respondents based on quantities

given customer requirement 48

4.24 Chart showing the classification of the respondents based on availability of

product packages 49

4.25 Chart showing the classification of the respondents based on offers

provided 50

4.26 Chart showing the classification of the respondents based on allowed to

take own time to shop 51

4.27 Chart showing the satisfaction level of customer towards store location 52

4.28 Chart showing the satisfaction level towards availability of trolley 53

4.29 Chart showing the satisfaction level of loyalty program 54

4.30 Chart showing the satisfaction level of parking facilities 55

4.31 Chart showing the satisfaction level towards brand name 56

4.32 Chart showing the satisfaction level for availability of product quantity 57

4.33 Chart showing the satisfaction level of product variety 58

4.34 Chart showing the satisfaction level of accuracy of billing 59

4.35 Chart showing the satisfaction level of product price 60

CHART

NO. TABLE NAME

PAGE

NO.

4.36 Chart showing the satisfaction level of billing speed 61

4.37 Chart showing the satisfaction level of store environment 62

4.38 Chart showing the satisfaction level of quick service 63

4.39 Chart showing the satisfaction level of response to customers 64

4.40 Chart showing the satisfaction level of staff members assistance and

guidance 65

4.41 Chart showing the satisfaction level of understand the requirement 66

4.42 Chart showing the satisfaction level of quality

67

4.43 Chart showing the satisfaction level of product returns and exchanges

68

4.44 Chart showing the satisfaction level of handling customer complaints 69

4.45 Chart showing the satisfaction level of convenient operating hours 70

4.46 Chart showing the satisfaction level of offers/discount 71

H0 HYPOTHESIS PAGE NO.

H0 1 There is no significant different between gender and tangibility. 81

H0 2 There is no significant different between gender and reliability. 82

H0 3 There is no significant different between gender and responsiveness. 83

H0 4 There is no significant different between gender and assurance. 84

H0 5 There is no significant different between gender and empathy. 85

H0 6 There is no significant relationship between age group and tangibility. 86

H0 7 There is no significant relationship between age group and reliability. 87

H0 8 There is no significant relationship between age group and responsiveness. 88

H0 9 There is no significant relationship between age group and assurance. 89

H0 10 There is no significant relationship between age group and empathy. 90

H0 11 There is no significant relationship between qualification and tangibility. 91

H0 12 There is no significant relationship between qualification and reliability. 92

H0 13 There is no significant relationship between qualification and responsiveness. 93

H0 14 There is no significant relationship between qualification and assurance. 94

H0 15 There is no significant relationship between qualification and empathy. 95

H0 16 There is no significant relationship between income and tangibility. 96

H0 17 There is no significant relationship between income and reliability. 97

H0 18 There is no significant relationship between income and responsiveness. 98

H0 19 There is no significant relationship between income and assurance. 99

H0 20 There is no significant relationship between income and empathy. 100

SLIST OF FIGURES

FIG

NO. FIGURE NAME

PAGE

NO.

1.1.1 SERVQUAL Model 3

3.3.1 Reliance fresh logo 20

3.3.2 Founder of Reliance 21

LIST OF ABBREVIATION

S. No ABBREVIATION ABBREVIATION FULL FORM

1. SERVQUAL service quality model

2. SERVCON service convenience scale

3. SERPERF performance of the Service Quality

4. RSQS Retail Service Quality Scale

5. GDP Gross Domestic Product

6. GRDI global retail development index

CHAPTER I

INTRODUCTION AND

RESEARCH DESIGN

CHAPTER-1

INTRODUCTION AND RESEARCH DESIGN

1.1 INTRODUCTION

In the present day of retailing, service quality has become the basic tool for retailers to

create competitive advantage and to enhance shopping experience. The quality of services

significantly affects customer satisfaction, company revenues, cross selling and also repeat

purchase behavior. The fast pace of the Indian retail industry presents many companies with a

host of daily challenges. In today‟s competitive environment and with the growing importance of

services, delivering high quality services has become the basic retailing strategy. The present

paper studies the impact of service quality on apparel retail customer satisfaction and also

identifies the critical factors of service quality from customer‟s perspective.

SERVICE QUALITY DEFINITION:

According to Asubonteng, (1996) Parasuraman, (1985) define service quality as “The

discrepancy between consumers” perceptions of services offered by a particular firm and their

expectations about firms offering such services

SERVICE QUALITY:

„Quality‟ in a service organization is a measure of the extent to which the service

delivered meets customer‟s expectations because to the customer, quality is all about Meeting or

exceeding their expectation. The National quality institute web site defined quality as follows:

Quality is in the eye of the beholder. Yet we all recognize it when we See it Quality is when you

are so satisfied with a product or service That you go out of your way to recommend it to other

people” There is a tendency to think of quality as being upscale, first class and expensive. In fact,

quality can be achieved at all price levels – if the need and desires of the customers are met, and

exceeded. The nature of most services is such that the customer is present in the delivery process.

This means that the perception of quality is influenced not only by the service outcome but also

by the service processes. Reliance fresh is a store, which provides services to the customers. In

this project it is estimated that to what extent the quality service is by reliance fresh and what

role does the marketers play in delivering high quality goods and services to get the target

customers.

Service quality if defined generally:

1) TANGIBLES:

The appearance of physical facilities equipment, appearance of personnel and

communication material.

2) RELIABILITY:

The ability to perform the promised service dependably and accurately.

3) RESPONSIVENESS:

To willingness to help customer and provide prompt service.

4) ASSURANCE:

The knowledge and courtesy of employees and their ability to inspire trust and

confidence.

5) EMAPATHY:

The individualized attention to customers and power of entering into another‟s

personality and imaginatively experiencing his feelings.

GAPS MODELS OF SERVICE QUALITY:

Gap1: Expected service.

Gap2: company perception of consumer expectations.

Gap3: customer driven service designs and standards.

Gap4: External communication to customers.

Customer service is the provision of services to customers before, during and after a

purchase. According to Turban “Customer service is a series of activities designed to enhance

the level of customer satisfaction – that is, the feeling that a product or service has met the

customer expectation."

A multi-task position drawing on extensive CUSTOMER SERVICE experience to

advance a proven track record for developing and maintaining key accounts and improving

departmental efficiencies.

Figure: 1.1.1 SERVQUAL Model

Its importance varies by product, industry and customer defective or broken merchandise

can be exchanged, often only with a receipt and within a specified time frame. Big Bazaar will

often have a desk or counter devoted to dealing with returns, exchanges and complaints, or will

perform related functions at the point of sale; the perceived success of such interactions being

dependent on employees "who can adjust themselves to the personality of the guest,"

Customer service plays an important role in an organization's ability to generate income and

revenue. From that perspective, customer service should be included as part of an overall

approach to systematic improvement. A customer service experience can change the entire

perception a customer has of the organization.

1.2 OBJECTIVES OF THE STUDY

Primary objectives

To study the service quality in reliance retail.

Secondary objectives:

To identify the factors influencing service quality towards retails outlet.

To know the purchasing problems and gaps in quality faced by customers.

To find the influence of the staff members in the service quality.

To know the satisfaction level of customers towards the store.

1.3 SCOPE OF THE STUDY

This research provides me with an opportunity to understand customer. This research also

provides the feedback of customer involves in the shopping. A part from that it would provide

me a great deal of exposure to interact with the customer.

The study helps to know the factor influencing service quality towards retail.

The scope of the study service quality to measure the performance of the staff members

in the store effectively.

The study analyses the purchasing problems and gaps in service quality towards retail.

The study helps to know the satisfaction level of retail customers with respect to various

services attribute.

1.4 LIMITATION OF THE STUDY

This study is restricted to the experience of reliance fresh store only from Lloyd‟s road,

Rayapettah, Chennai region.

The time allocated to the study is limited and sometimes the respondents may be biased.

The study concluded the satisfaction level mostly based on the concentrated on services

quality.

The study concludes the attitude of the shopper different from each other‟s so,

methodology of product, availability of the products and omitted other attributes.

1.5 MAIN STUDY

1.5.1 RESEARCH METHODOLOGY

The research methodology deals with various aspects of research, it talks about the types

of research to be used, the research plans, how data can be collected either by primary or

secondary sources. It also plans what type of questionnaire to be followed and what ranking

scales to be used. The research decides about the sample frame (size), research boundary and the

various statistical tools to be used in data analysis and interpretation.

RESEARCH DESIGN

A Research design is purely and simply the framework or plan for the study that guides

the collection of the data. It is used to fulfill the research objective and answering questions. “A

research design is the arrangement of conditions for collection and analysis of data in a matter

that aims to combine relevance to the research purpose with economy in procedure”.

DESCRIPTIVE RESEARCH DESIGN

Research design followed in this study is descriptive study. Descriptive research, also

known as statistical research, describes data and characteristics about the population being

studied. Descriptive research answer the question who, what, where, when and how. Descriptive

study is undertaken to ascertain and be able to describe the characteristics of the variables of

interest in a situation. Quite frequently, describe studies are undertaken in organizations to learn

about and describe the characteristic of a group of employees.

RESEARCH PROBLEM

A research problem in general refers to some difficulty which a researcher experience in

the context of both a theoretical (or) practical situation and wants to obtain a solution. A research

problem is one which requires a researcher to find out the best solution for the given problem i.e.

to find out by which course of action the objective can be attained optionally in the context of a

given environment. There are several factors which may result in making the problem

complicated.

1.5.2 RESEARCH HYPOTHESIS

HYPOTHESIS:

H0 1: There is no significant relationship between gender and tangibility.

H0 2: There is no significant relationship between gender and reliability.

H0 3: There is no significant relationship between gender and responsiveness.

H0 4: There is no significant relationship between gender and assurance.

H0 5: There is no significant relationship between gender and empathy.

H0 6: There is no significant relationship between age group and tangibility.

H0 7: There is no significant relationship between age group and reliability.

H0 8: There is no significant relationship between age group and responsiveness.

H0 9: There is no significant relationship between age group and assurance.

H0 10: There is no significant relationship between age group and empathy.

H0 11: There is no significant relationship between qualification and tangibility.

H0 12: There is no significant relationship between qualification and reliability.

H0 13: There is no significant relationship between qualification and responsiveness.

H0 14: There is no significant relationship between qualification and assurance.

H0 15: There is no significant relationship between qualification and empathy.

H0 16: There is no significant relationship between income and tangibility.

H0 17: There is no significant relationship between income and reliability.

H0 18: There is no significant relationship between income and responsiveness.

H0 19: There is no significant relationship between income and assurance.

H0 20: There is no significant relationship between income and empathy.

1.5.3 POPULATION

The sample size for this study is customers of Lloyds Road, Royapettah, Chennai region.

1.5.4 SAMPLE SIZE

It refers to the number of items to be selected from the customer to constitute as a sample.

In this study 50 customer of reliance fresh was selected as size of the customer.

1.5.5 DATA COLLECTION TECHNIQUES:

1. Questionnaire

1.5.6 DATA ANALYSIS

STATISTICAL TOOL USED

To analyze and interrupt collected data the following statistical tools were used.

a. Weighted Average

b. T Test

c. ANNOVA

d. Percentage method

A. WEIGHTED AVERAGE METHOD

A ranking is a relationship between a set of items such that, for any two items, the first is

either „ranked higher than‟, „ranked lower than‟ or „ranked equal to‟ the second. In mathematics,

this is known as a weak order or total preorder of objects. It is not necessarily a total order of

objects because two different objects can have the same ranking. The rankings themselves are

totally ordered. By reducing detailed measures to a sequence of ordinal numbers, rankings make

it possible to evaluate complex information according to certain criteria.

R =

ΣWXn

ΣXn

B. T Test

The independent samples t-test is used when two separate sets of independent and

identically distributed samples are obtained, one from each of the two populations being

compared. Where the satisfaction was related with the locality, gender and the marital status.

T-tests are used when you have two groups (e.g. males and females) or two sets of data

(before and after), and you wish to compare the mean score on some continuous variable.

C. ANOVA

This method was used to study the comparison between the satisfaction level with the

age group, qualification, occupation and the income which does not able to compare in the t-

test.

One-way analysis of variance is similar to a t-test, but is used when you have two or more

groups and you wish to compare their mean scores on a continuous variable. It is called one-

way because you are looking at the impact of only one independent variable on your dependent

variable.

E. PERCENTAGE METHOD:

In this project percentage method test was used. The percentage method is used to know

the accurate percentages of the data we took, it is easy to graph out through the percentages. The

following are the formula:

No of respondents

Percentage of Respondents = -------------------------------------- X 100

Total no of respondents

CHAPTER II

REVIEW OF

LITERATURE

CHAPTER- II

REVIEW OF LITERATURE

SERVICE QUALITY AT RETAIL STORES - CUSTOMERS’ PERCEPTION by

P. Praba Devi and R. Sellappan 2009 from the research it refers that The

performance of the retailing sector for the past few years is outstanding and witnesses a

huge revamping exercise, significantly contributed by the growth of the organized

retailing. The retail environment today is changing more rapidly than ever before

(Dabholkar, 1996). It is characterized by intensifying competition from both domestic

and foreign companies, a spate of mergers and acquisition, and more sophisticated and

demanding customers who have great expectations related to their consumption

experiences (Sellers, 1990; Smith, 1989). There is a general agreement that a basic

retailing strategy for creating competitive advantage is the delivery of high service

quality (Berry, 1986; Hummel and Savitt, 1988; Reichheld and Sasser, 1990). Retail

literature suggests that store appearance is important to retail customers (Baker, Dhruv

and Parasuraman, 1994). It also suggest that the customer value the convenience of

shopping that physical aspects such as store layout offer (Gutman and

Alden,1985;Hummel and Savitt, 1988; Mazursky and Jacoby,1985; Oliver,1981)

Westbrook (1981) found that the availability of merchandise is also a measure of

reliability. Customers also value parking availability for retail shopping (Oliver, 1981).

Studies have also shown that the customers are sensitive to recognizing and solving the

customer problems. Service quality in retailing is different from any other product or

service environment (Finn and Lamb, 1991).

MEASURING RETAIL SERVICE QUALITY: EXAMINING APPLICABILITY

OF INTERNATIONAL RESEARCH PERSPECTIVES IN INDIA by DR. SubhashiniKaul

October 2005 from the research it refers that Service quality measures developed

internationally are often accepted as adequate in India. This study evaluates the Retail

Service Quality Scale (RSQS) developed in the U.S. and considered valid across a variety

of formats and cultural contexts. Confirmatory factor analysis of the component

structures using AMOS 4.0 indicates the RSQS dimensions are not valid in India. This

lowers the diagnostic ability of the scale for identifying areas requiring strategic focus.

This study argues for further research and extensive scale adaptation before scales

developed in other countries such as the RSQS are applied in the Indian context.

MEASURING RETAIL SERVICE QUALITY: A STUDY ON INDIAN

DEPARTMENTAL STORES by Dr.P.C.S.Rajaram & Mr.V.P.Sriram 2014 from the

research it refers that this present study mainly focused on service quality measurement

in departmental retail stores. A department store is retail concerns which focus in

fulfilling an extensive range of the individual and housing durable goods, product needs;

and offering the shopper a choice multiple products lines, at different price, in all product

groups. Based on the literature studies, limited service quality measurement studies with

regards to departmental stories available in India. Hypothesis for the present study

framed like finding the effects of RSQS service quality dimensions on stores customer

satisfaction. The present study conducted at three different metropolitan cities in South

India. Chennai, Madurai and Coimbatore are the research area. 300 respondents are

selected using judgmental sampling method. . Researcher has used modified version of

RSQS (27 items) to measure the stores service quality. Present study result concludes that

that service quality dimension directly affects the customer satisfaction.

ANALYTICAL STUDY ON RETAIL SERVICE QUALITY OF ORGANIZED

RETAIL SECTOR IN TRICHY by C. Thirumal Azhagan Dr. P. S. Nagarajan July – Dec

2011 from the research it refers that Customer service assumes vital importance in the

marketing programs of all modern organizations, specifically service organizations. The retail

sector comes under service industry and the main focus is on the efficient and effective delivery

of services to the customers. The most important factors in the retail sectors are, quality of the

product delivered and customer satisfaction. The best way of surviving and prospering in the

competitive environment is through providing prompt, relevant and efficient customer services at

measurable cost with comfortable environment.

A CHRONOLOGICAL STUDY OF SERVICE QUALITY RESEARCH ON

RETAIL SECTOR By Sanjeev Kr. Singh from the research it refers that Researchers and

academician in the area of services around the world have been using various tools and

techniques to measure service quality, as a result have been successful in developing scales like

SERVQUAL, SERPERF, SERVCON, RSQS etc. These scales are extensively used for

measuring service quality in different service sectors in different geographical locations. It has

been observed that the applicability of these scales has many limitations or is to be used with

appropriate modifications in each circumstances depending on the type of services for which it is

to be used. This paper is thus an attempt to bring together all such research instruments, scales,

tools & techniques, so as to help future researchers in comparing the same and selecting the one

which is more close to their usage. The paper also tries to summaries the dimensions and

attributes used by authors for different service businesses. The methodology used is simple

comparison method between various studies conducted on service quality issue, using published

research papers from different sources like online databases example- Ebsco & Emerald, and

physical journals from libraries. This paper is unique as it is for the first time such

comprehensive study is done on service quality measurement.

CHAPTER III

CONCEPTUAL

FRAMEWORK OF THE

INDUSTRY

CHAPTER: III

CONCEPTUAL FRAMEWORK OF INDUSTRY

3.1 SERVICE INDUSTRY:

Every economy consists of three sectors. They are primary sector (extraction such as

mining, agriculture and fishing), secondary sector (manufacturing) and the tertiary sector

(service sector). Economies tend to follow a developmental progression that takes them from a

heavy reliance on primary, toward the development of manufacturing and finally toward a more

service based structure. Historically, manufacturing tended to be more open to international trade

and competition than services. As a result, there has been a tendency for the first economies to

industrialize to come under competitive attack by those seeking to industrialize later. The

resultant shrinkage of manufacturing in the leading economies might explain their growing

reliance on the service sector. However, currently and prospectively, with dramatic cost

reduction and speed and reliability improvements in the transportation of people and the

communication of information, the service sector is one of the most intensive international

competition. The service sector is the most common workplace in India.

The service sector consists of the soft parts of the economy such as insurance,

government, tourism, banking, retail, education, and social services. In soft-sector employment,

people use time to deploy knowledge assets, collaboration assets, and process-engagement to

create productivity, effectiveness, performance improvement potential and sustainability. Service

industry involves the provision of services to businesses as well as final consumers. Services

may involve transport, distribution and sale of goods from producer to a consumer as may

happen in wholesaling and retailing, or may involve the provision of a service, such as in pest

control or entertainment. Goods may be transformed in the process of providing a service, as

happens in the restaurant industry or in equipment repair. However, the focus is on people

interacting with people and serving the customer rather than transforming physical goods.

Service sector in India

Service Sector in India today accounts for more than half of India's GDP. According to

data for the financial year 2006-2007, the share of services contributes to 55.1 per cent of the

GDP, whereas industry, and agriculture in shares 26.4 per cent, and 18.5 per cent respectively.

This shows the importance of service industry to the Indian economy and as service sector now

accounts for more than half the GDP marks a watershed in the evolution of the Indian economy

and takes it closer to the fundamentals of a developed economy. There was marked acceleration

in the growth of services sector in the nineties. While the share of services in India's GDP

increased by 21 per cent points in the 50 years between 1950 and 2000, nearly 40 per cent of that

increase was concentrated in the nineties. While almost all service sectors participated in this

boom, growth was fastest in communications, banking, hotels and restaurants, community

services, trade and business services. One of the reasons for the sudden growth in the services

sector in India in the nineties was the liberalization in the regulatory framework that gave rise to

innovation and higher exports from the services sector. In the current economic scenario it looks

that the boom in the services sector is here to stay as India is fast emerging as global services

hub.

RETAIL:

Reliance Footprint received the Retailer of the Year Award in the Non Apparel and

Footwear category at Asia Retail Congress 2010.

Reliance Time Out received the Retailer of the Year Award in the Leisure Category at

Asia Retail Congress 2010.

Vision Express was bestowed the 'Award 2010' for its contribution by the Netherlands

India Chamber of Commerce and Trade in 2010.

Reliance Trends received the 'Retail Marketing Campaign of the Year Award' at the Asia

Retail Congress 2010.

Reliance Trends received the 'Impactful Retail Design and Visual Merchandising of the Year

Award' at the Asia Retail Congress 2010.

Growth through Consumer Products

Reliance’s Manufacturing Division at Naroda, Ahmedabad is one of the largest and most

modern textile complexes in the world. The Company’s flagship brand VIMAL is one of the

most trusted brands of premium textiles in the country. Main growth drivers for VIMAL are

retail presence across India, innovation and focus on premium products and men’s formal

wear.RIL is distinctly known for shepherding a new era in fabrics. The flagship brand VIMAL is

one of the most trusted brands of premium textiles in the Country. With the commissioning of

new investments in design, modern weaving, state-of-the-art finishing equipment, RIL continues

to operate one of the most modern textile complexes in Asia. Major growth drivers for VIMAL

continued to be retail presence across India, constant innovation in products, cost efficiency and

improved customer service. The division continued adding clients in auto textiles and is now a

significant supplier to major automobile manufacturers in India. The division continued its

forays in the defense / police / paramilitary services by supplying specialized fabrics for their

applications.

New product initiatives included:

Fresca anti-microbial and anti-bacterial work-wear apparel fabrics

Home furnishing and auto-textiles

Silk-Amino suiting fabrics

Fire-retardant and water-repellent tent fabrics for defense/ police services

3.2 INDUSTRY PROFILE

India has been described as a notion of shopkeepers having an estimated 15 million Small

retail outlets, mostly single-store, family-owned fronts all over the country. This works out to 14

shops per 1000 people, which is one of the highest densities of shops per 1000 population all

over the world.

The unorganized sector comprising small & medium retailers who employ over 40

million people is indeed the current face of retail that is in the threshold of transformation to a

more organized form. Only 2-3 % of retailers are large -scale who have the ambition to

organized retailing to the whole of India. Only 4% of the 15 million retail outlets have floor

space in excess of 500sq.ft. The vast available untapped potential naturally has attracted majors

like Reliance, Tata‘s, Birla‘s, Godrej‘s, Mahindra‘s & ITC to foray into this sector.

More importantly, the revolution in retail forges farm to fork linkages with thousands of

farmers to procure additional outlets for retailing their produce. This necessarily entails huge

investments in supply chain logistics, cold chain, warehousing, &so on all over India‘s rural

market.

The Indian retail market, which is the fifth largest retail destination globally, according to

industry estimates is estimated to grow from the US$ 330 billion in 2007 to US$ 427 billion by

2010 and $637 billion by 2015. Simultaneously, modern retail which presently accounts for 4 per

cent of the total market is likely to increase its share to 22 per cent by 2010.

India tops the AT Kearney's annual Global Retail Development Index (GRDI) for the

third consecutive year, maintaining its position as the most attractive market for retail

investment, Continuing the robust growth of the organized retail in India, according to the Credit

Rating and Information Services of India, the industry raked in US$ 25.44 billion turnover in

2007-08 as against US$ 16.99 billion in 2006-07, a whopping growth rate of -per cent. India has

one of the largest numbers of retail outlets in the world. Of the 12 million retail outlets present in

the country, nearly 5 million sell food and related products.

Overview of Indian Retail Sector:

Retail Sector is the most booming sector in the Indian economy. Some of the biggest

players of the world are going to enter the industry soon. It is on the threshold of bringing the

next big revolution after the IT sector.

Although organized retail market is not as strong as of now, it is expected to grow

manifolds by the year 2010. The sector contributes 10% of the GDP, and is estimated to show

20% annual growth rate by the end of the decade as against the current growth rate of 8.5%. A

CRISIL report says that the Indian retail market is the most fragmented in the world and that

only 2% of the entire retailing business is in the organized sector. This suggests that the potential

for growth is immense. There are about 300 new malls, 1500 supermarkets and 325 departmental

stores currently being built in the cities across India.

Some of the players present in the industry:

Archie’s, Bata India Ltd, Big Bazaar, Crossword, Ebony Retail Holdings Ltd., Fabmall,

Food Bazaar, Globus Stores Pvt. Ltd., Health and Glow, Liberty Shoes Ltd., MTR Foods Ltd.,

Music World Entertainment Ltd., Pantaloon Retail India Ltd., Shoppers Stop, Style SPA

Furniture Ltd, Subhiksha, Titan Industries, Lifestyle, etc.

New entrants entering the market soon will be Reliance Retail Ltd, Wal-Mart Stores,

Carrefour, Tesco, Boots Group, etc.

Challenges:

The Indian Retail sector is constantly shacked with cut throat competition. It is also

facing challenges in the form of shortages for management professionals, cash flow, supply chin

management and frauds.

International retailers:

There has been greater influence of brands like Wal-Mart, Tommy Hilfiger, Carrefour,

Marks & Spencer, Nike, etc. in the big cities of India for long

Scope of the Retail Sector:

Retail is clearly the sector that is poised to show the highest growth in the next five years.

The sector is set for a revolution, as both the present players and new entrants are gearing up to

explore the market. This sector contributes 10% of India's GDP and the current growth rate is

8.5%. The present size of the organized retailing sector is approximately 3% and is expected to

grow to 25-30% by the year 2010. There are about 300 new malls, 1500 supermarkets and 325

departmental stores currently under construction. Global retail giants such as Wal-Mart, Tesco,

Germany's Metro AG and many others are ready to enter the retail markets. The rising demands

of branded products and increase in purchasing power have lured these companies to enter the

market.

Leading Indian Retailers:

Bata India Ltd, Big Bazaar, Crossword, Ebony Retail Holdings Ltd., Food Bazaar,

Globus Stores Pvt. Ltd., Liberty shoes Ltd., Music World Entertainment Ltd., Pantaloon Retail

India Ltd., Shoppers Stop, Subhiksha, Titan Industries, Trent and the new entrants penetrating

the market soon will include Reliance Retail Ltd, Wal-Mart Stores, Carrefour, Tesco, Boots

Group, etc.

Current Scenario:

One of the world's largest industries exceeding US$ 9 trillion

47 global fortune companies & 25 of Asia's top 200 companies are retailers Dominated

by developed countries.

Table no.3.2.1Global Top Five Retailers

Worldwide Top Five Retailers

Retail

Sales

Rank

Company Country

of Origin

2010 group

revenue

(US $mil)

1 Wal-Mart US $421,849

2 Carrefour France $121,519

3 Tesco UK $94,244

4 Metro AG Germany $89,311

5 Kroger US $82,189

http://www.naukrihub.com/india/retail/scope/



3.3 COMPANY PROFILE

Figure: 3.3.1 Reliance fresh logo

The Reliance Group, founded by Dhirubhai H. Ambani (1932-2002), is India's largest

private sector enterprise, with businesses in the energy and materials value chain. Group's annual

revenues are in excess of US$ 66 billion. The flagship company, Reliance Industries Limited, is

a Fortune Global 500 company and is the largest private sector company in India.

Backward vertical integration has been the cornerstone of the evolution and growth of

Reliance. Starting with textiles in the late seventies, Reliance pursued a strategy of backward

vertical integration - in polyester, fiber intermediates, plastics, petrochemicals, petroleum

refining and oil and gas exploration and production - to be fully integrated along the materials

and energy value chain.

The Group's activities span exploration and production of oil and gas, petroleum refining

and marketing, petrochemicals (polyester, fiber intermediates, plastics and chemicals), textiles,

retail, infotel and special economic zones.

Reliance enjoys global leadership in its businesses, being the largest polyester yarn and

fiber producer in the world and among the top five to ten producers in the world in major

petrochemical products.

Major Group Companies are Reliance Industries Limited, including its subsidiaries

and Reliance Industrial Infrastructure Limited.

http://www.ril.com/

http://www.riil.in/

"Growth has no limit at Reliance. I keep revising my vision.

Only when you can dream it, you can do it."

Figure: 3.3.2 Founder of Reliance

Dhirubhai H. Ambani

Founder Chairman Reliance Group

December 28, 1932 - July 6, 2002

Board of Directors of Reliance Industries Limited

Dhirubhai Ambani founded Reliance as a textile company and led its evolution as a

global leader in the materials and energy value chain businesses.

He is credited to have brought about the equity cult in India in the late seventies and is

regarded as an icon for enterprise in India. He epitomized the spirit 'dare to dream and learn to

excel'. The Reliance Group is a living testimony to his indomitable will, single-minded

dedication and an unrelenting commitment to his goals.

“Between my past, the present and the future, there is one common factor: Relationship

and Trust. This is the foundation of our growth."

Board Composition

The Company's policy is to maintain optimum combination of Executive and Non-Executive

Directors. The Board consists of 13 Directors, out of which 7 are Independent Directors.

Composition of the Board and category of Directors are as follows:

Table no.3.2 Name of reliance directors

Category Name of the Directiors

Promoter director Mukesh D. AmabaniChairman & Managing

Director

Executive directors Nikhil R. meshwanihital R. meswani

PMS Prasad

P.K.Kapil

Non-Executive,

Non-Independent Director

RamniklalH.Ambani

Independent Directors MansinghL.BhaktaYogendraP.Trivedi

Dr. D. V. Kapur

M. P. ModiProf.AshokMisraProf. Dipak C Jain

Dr. Raghunath A Mashelkar

Growth through Governance

Reliance is in the forefront of implementation of Corporate Governance best practices

Corporate Governance at Reliance is based on the following main principles:

Constitution of a Board of Directors of appropriate composition, size, varied expertise

and commitment to discharge its responsibilities and duties.

Ensuring timely flow of information to the Board and its Committees to enable them to

discharge their functions effectively.

Independent verification and safeguarding integrity of the Company’s financial reporting.

A sound system of risk management and internal control.

Timely and balanced disclosure of all material information concerning the Company to

all stakeholders.

Transparency and accountability.

Compliance with all the applicable rules and regulations.

Fair and equitable treatment of all its stakeholders including employees, customers,

shareholders and investors.

For those who study innovative organizations Reliance Industries will be a shining example

of how innovation is practiced in almost everything that they do. Here are few things that set

them apart:

"Impossible is an inspiring word" - Nothing turns on the leadership at Reliance

Industries than this magical word. Again to quote the Jamnagar example, it was

considered impossible to turn a barren land into a greenbelt. Today mangoes grown in

Jamnagar are sold in Harrods London.

"Hands on thinking, hands off execution." - It is characteristic of Reliance leadership.

They think everything through and meticulous planning is their hall mark. When it comes

to execution empowerment delegation down to the last employee in the chain is clearly

demonstrated.

"First time it is learning. Second time it is a mistake." - Mistakes are never frowned

upon; instead they are treated as a learning opportunity. It is one such mistake converted

to learning that created the world's largest 'Craft Centre' located at Jamnagar.

Cumulatively it has trained 1, 50,000 workmen - electricians, welders, carpenters.

"Sense of urgency" - Reliance speed is legendary now. Reliance has mastered project

management skills and has made it virtually into a fine art. It is this sense of speed that

restored operations in record time in Jamnagar, Patalganga and Hazira after being

affected by cyclones and floods.

"Think. Anticipate. Be prepared." Part of meticulous thinking is the ability to

anticipate problems. "Every transformation initiative will face resistance. It is our job to

anticipate the resistance, take the responsibility to earn the respect of all stakeholders to

create a win-win business model."

"Dreams and Vision are the most potent fuels in the world." - This is an unmistakable

Reliance hallmark espoused both by the founder Chairman Sh. Dhirubhai Ambani and

the current Chairman Sh. Mukesh Ambani. To a question on what would be his next big

ambition Sh. Mukesh Ambani answered "Rural transformation. Creating direct

employment for half a million people in rural India. Creating a supply chain that the

world will envy."

"Measuring success differently" - Developing a metric to measure how much money

was spent, is just one example of inspiring people to think and act differently and

effectively.

"Asking the right questions." - Reliance Leadership excels in asking the right

questions. The company folklore is replete with examples of deceptively simple

questions, leading on to incredible outcomes. Commonsense is the bedrock of such

thinking.

"Hard work, timely decisions, speed and ingenuity" says one of the senior managers of

Reliance Industries to sum up what Reliance is all about.

It is evident that Reliance Industries is where it is today because of Innovation in thinking

and execution. Given its ambition for India and its own organization Reliance leadership has

now taken on a major initiative in the innovation domain.

The leadership of RIL recognizes that its biggest competitive advantage and differentiator

in the future would be innovation. Innovation has to become the language, the behavior definer,

the culture and the soul of Reliance, even more explicitly than ever before.

Manufacturing Facilities

Reliance Industries Limited operates world-class manufacturing facilities across the

country at Allahabad, Barabanki, Dahej, Hazira, Hoshiarpur, Jamnagar, Nagothane, Nagpur,

Naroda, Patalganga, Silvassa and Vadodara.

Allahabad Manufacturing Division is located in Allahabad, Uttar Pradesh. It is equipped

with batch polymerization and continuous polymerization facilities.

Barabanki Manufacturing Division is located near Lucknow, Uttar Pradesh. It

manufactures Black Fibre.

Dahej Manufacturing Division is located near Bharuch, Gujarat. It comprises of an ethane

/ propane recovery unit, a gas cracker, a caustic chlorine plant and 4 downstream plants, which

manufacture polymers and fibre intermediates.

Hoshiarpur Manufacturing Division is located in Hoshiarpur, Punjab. It manufactures a

wide range of PSF, PFF, POY and polyester chips.

Hazira Manufacturing Division is located near Surat, Gujarat. It comprises of a Naptha

cracker feeding downstream fibre intermediates, plastics and polyester plants.

Jamnagar Manufacturing Division is located near Jamnagar. It comprises of a petroleum

refineries and associated petrochemical plants. The refineries are equipped to refine various

types of crude oil (sour crude, sweet crude or a mixture of both) and manufacture various grades

of fuel from motor gasoline to Aviation Turbine Fuel (ATF). The petrochemicals plants produce

plastics and fiber intermediates.

Nagpur Manufacturing Division is located in Nagpur, Maharashtra. It manufactures

polyester filament yarn, dope-dyed specialty products of different ranges, fully drawn yarn and

polyester chips.

Naroda Manufacturing Division is located near Ahmedabad, Gujarat, is RIL’s first

manufacturing facility. This synthetic textiles and fabrics manufacturing facility manufactures

and markets woven and knitted fabrics for home textiles, synthetic and worsted suiting and

shirting, ready to wear garments and automotive fabrics.

Patalganga Manufacturing Division is located near Mumbai, Maharashtra. It comprises of

polyester, fibre intermediates and linear alklyl benzene manufacturing plants.

Silvassa Manufacturing Division is located in the Union Territory of Dadra and Nagar

Haveli. It manufactures a wide range of specialty products such as Recron Stretch, Linen Like,

Melange, Thick-n-thin and Bi-shrinkage yarns.

Vadodara Manufacturing Division is located in Vadodara, Gujarat. It comprises of a

Naptha cracker and 15 downstream plants for the manufacture of polymers, fibers, fiber

intermediates and chemicals. Each of these complexes has world class manufacturing facilities.

Products & Brands

The Company expanded into textiles in 1975. Since its initial public offering in 1977, the

Company has expanded rapidly and integrated backwards into other industry sectors, most

notably the production of petrochemicals and the refining of crude oil.

The Company from time to time seeks to further diversify into other industries. The

Company now has operations that span from the exploration and production of oil and gas to the

manufacture of petroleum products, polyester products, polyester intermediates, plastics,

polymer intermediates, chemicals and synthetic textiles and fabrics.

The Company's major products and brands, from oil and gas to textiles are tightly

integrated and benefit from synergies across the Company. Central to the Company's operations

is its vertical backward integration strategy; raw materials such as PTA, MEG, ethylene,

propylene and normal paraffin that were previously imported at a higher cost and subject to

import duties are now sourced from within the Company. This has had a positive effect on the

Company's operating margins and interest costs and decreased the Company's exposure to the

cyclicality of markets and raw material prices. The Company believes that this strategy is also

important in maintaining a domestic market leadership position in its major product lines and in

providing a competitive advantage.

CHAPTER IV

DATA ANALYSIS AND

INTERPRETATION

1

CHAPTER IV

DATA ANALYSIS AND INTERPRETATIONS

TABLE NO: 4.1

TABLE SHOWING THE CLASSIFICATION OF THE RESPONDENTS BASED ON

THEIR GENDER

S. No Gender No of Respondents Percentage

1 Male 35 70

2 Female 15 30

Total 50 100

Source: Primary data

CHART NO: 4.1

CHART SHOWING THE CLASSIFICATION OF THE RESPONDENTS BASED ON

THEIR GENDER

INFERENCE:

It is inferred from above that, most of the respondents 70% are belongs to Male

and 30% of respondents are Female.

0%

10%

20%

30%

40%

50%

60%

70%

80%

Male Female

GENDER

70%

30%

P

E

R

C

E

N

T

A

G

E

2

TABLE NO: 4.2


THEIR AGE

S.No Age No of Respondents Percentage

1 less than 25 15 30%

2 26-35 8 16%

3 36-45 10 20%

4 46-55 5 10%

5 above 55 12 24%

Total 50 100%


CHART NO: 4.2


THEIR AGE

INFERENCE:

It is inferred that, most of the respondents 30%are belongs to less than 25, 24% of

respondents are belongs to above 55, 20% of respondents are belongs to 36-45, 16% of

respondents are belong to 26-5 and 10% of respondents are belongs to 46-55 years of age.

0%

5%

10%

15%

20%

25%

30%

35%

less than 25 26-35 36-45 46-55 above 55

PERCENTAGE

AGE GROUP

30%

16%

20%

10%

24%

3

TABLE NO: 4.3


THEIR QUALIFICATION

S.No Qualification No of Respondents Percentage

1 Less 10th 3 6%

2 10th/12th 16 32%

3 Diploma/ITI 3 6%

4 Graduate 19 38%

5 Post graduate 9 18%

Total 50 100%


CHART NO: 4.3


THEIR QUALIFICATION

INFERENCE:

It is inferred that, most of the respondents 38% are Graduate, 32% of respondents

are 10th/12th, 18% are belongs to Post graduate, 6% of respondents are belong to ITI/ Diploma,

6% respondents is less than 10th.

0%

5%

10%

15%

20%

25%

30%

35%

40%

Less 10th 10th/12th Diploma/ITI Graduate Post graduate

PERCENTAGE

QUALIFICATION

6%

32%

6%

38%

18%

4

TABLE NO: 4.4


THEIR ANNUAL INCOME

S.No Annual income No of Respondents Percentage

1 below 25000 22 44%

2 25000-50000 19 38%

3 51000-75000 8 16%

4 76000-1lak 1 2%

Total 50 100%


CHART NO: 4.4


THEIR OCCUPATION

INFERENCE:

It is inferred that the respondents 44% are below 25000, 38% of respondents are

belongs to less than 25000-50000, 16% are belongs to 51000-75000, 2% of respondents are

belongs to 76000-1 lakhs of annual income.

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

below 25000 25000-50000 51000-75000 76000-1lak

PERCENTAGE

OCCUPATION

44%

38%

16%

2%

5

TABLE NO: 4.5


THEIR PROFESSION

S.No Profession No of Respondents Percentage

1 salaried

19 38%

2 professional

3 6%

3 Business

8 16%

4 Retried

4 8%

5 others

16 32%

Total

50 100%


CHART NO: 4.5


THEIR PROFESSION

INFERENCE:

It is inferred that the respondents 38% are Salaried, 32% of respondents are

others, 16% are belongs to Business, 8% of respondents are Retried and 6% are belongs to other

Professional.

0%

5%

10%

15%

20%

25%

30%

35%

40%

salaried professional Business Retried others

P ERCENTAGE

PROFESSION

38%

6%

16%

8%

32%

6

TABLE NO: 4.6


STORE CLEAN

S.No Particulars No of Respondents Percentage

1 Strongly Agree 40 80%

2 Agree 8 16%

3 Average 2 4%

4 Disagree 0 0%

5 Strongly Disagree 0 0%

Total 50 100%


CHART NO: 4.6

CHART SHOWING THEIR SHOPPING EXPERIENCE BASED ON STORE CLEAN

INFERENCE:

It is inferred that 80% respondents strongly agree that store is clean, 16% respondents

agree, 4% respondents are average 0 % respondents are disagree and 0 % respondents are

strongly disagree.

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

StronglyAgree

Agree Average Disagree StronglyDisagree

PERCENTAG

80%

16 %

4 %

CLEAN STORE

0 % 0 %

7

TABLE NO: 4.7


CARRY BAG IN STORES



2 Agree 18 36%

3 Average 7 14%

4 Disagree 7 14%


Total 50 100%


CHART NO: 4.7

CHART SHOWING THEIR SHOPPING EXPERIENCE BASED ON CARRY BAG IN

STORES

INFERENCE:

It is inferred that 36% respondents strongly agree that store contain carry bag 36%

respondents agree, 14% are average, 14% respondents are disagree 0 % respondents are strongly

disagree.

0%

5%

10%

15%

20%

25%

30%

35%

40%

StronglyAgree


PERCENTAGE

CARRY BAG IN STORE

36 % 36 %

14 % 14 %

0 %

8

TABLE NO: 4.8


SUFFICIENT PLACE IN STORE



2 Agree 18 36%

3 Average 4 8%

4 Disagree 0 0%


Total 50 100%


CHART NO: 4.8

CHART SHOWING THEIR SHOPPING EXPERIENCE BASED ON SUFFICIENT

PLACE IN STORE

INFERENCE:

It is inferred that 56 % respondents strongly agree that store has sufficient place to

purchase, 36% respondents are agree, 8% for average and 0 % respondents are disagree.

0%

10%

20%

30%

40%

50%

60%

StronglyAgree


56 %

36 %

8 %

PERCENTAGE

SUFFICIENT PLACE

0 % 0 %

9

TABLE NO: 4.9


STAFF MEMBERS EASY TO IDENTIFY



2 Agree 14 28%

3 Average 5 10%

4 Disagree 1 2%


Total 50 100%


CHART NO: 4.9

CHART SHOWING THEIR SHOPPING EXPERIENCE BASED ON STAFF MEMBERS

EASY TO IDENTIFY

INFERENCE:

It is inferred that 58 % respondents strongly agree that staff members easily identify, 28%

respondents are agree, 10% are average,2 % respondents are disagree and 2% are strongly

disagree.

0%

10%

20%

30%

40%

50%

60%

70%

StronglyAgree


PERCENTAGE

STAFF MEMBERS

58 %

28 %

10 %

2 % 2 %

10

TABLE NO: 4.10


OFFERS ARE DISPLAYED

.No Particulars No of Respondents Percentage


2 Agree 15 30%

3 Average 3 6%

4 Disagree 0 0%


Total 50 100%


CHART NO: 4.10

CHART SHOWING THEIR SHOPPING EXPERIENCE BASED ON OFFERS ARE

DISPLAYED

INFERENCE:

It is inferred that 64 % respondents strongly agree that store has displayed offers 30%

respondents are agree, 6% are average 0% of disagree and 0 % respondents are disagree.

0%

10%

20%

30%

40%

50%

60%

70%

StronglyAgree


64 %

30 %

6 % 0 % 0 %

PERCENTAGE

OFFERS ARE DISPLAYED IN STORE

11

TABLE NO: 4.11


PROMISED DELIVERY



2 Agree 24 48%

3 Average 0 0%

4 Disagree 0 0%


Total 50 100%


CHART NO: 4.11

CHART SHOWING THEIR SHOPPING EXPERIENCE BASED ON PROMISED

DELIVERY

INFERENCE:

It is inferred that 52 % respondents strongly agree, 48% respondents are agree that

store provides promised delivery, and for average, disagree, strongly disagree 0 % respondents.

0%

10%

20%

30%

40%

50%

60%

StronglyAgree


52 % PERCENTAGE

PROMISED DELIVERY

48 %

0 % 0 % 0 %

12

TABLE NO: 4.12


STAFF IN BILLING COUNTER

S. No Particulars No of Respondents Percentage


2 Agree 19 38%

3 Average 15 30%

4 Disagree 7 14%


Total 50 100%


CHART NO: 4.12

CHART SHOWING THEIR SHOPPING EXPERIENCE BASED ON STAFF IN

BILLING COUNTER

INFERENCE:

It is inferred that 38% respondents agree that staff are available in billing counter,

30% respondents average, 18% are strongly agree, 14% for disagree and 0 % respondents are

disagree.

0%

5%

10%

15%

20%

25%

30%

35%

40%

StronglyAgree


PERCENTAGE

STAFF IN BILLING COUNTER

18 %

38 %

30 %

14 %

0 %

13

TABLE NO: 4.13


ALL PRODUCTS AVAILABLE



2 Agree 23 46%

3 Average 8 16%

4 Disagree 0 0%


Total 50 100%


CHART NO: 4.13

CHART SHOWING THEIR SHOPPING EXPERIENCE BASED ON ALL PRODUCTS

AVAILABLE

INFERENCE:

It is inferred that 46 % respondents agree,32% respondents are strongly agree, for

average 16%, 6 % respondents are disagree that store had all products and 0% disagree.

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

StronglyAgree


PERCENTAGE


32 %

46 %

16 %

0 %

6 %

14

TABLE NO: 4.14


PRODUCT INSTANTLY



2 Agree 21 42%

3 Average 8 16%

4 Disagree 1 2%


Total 50 100%


CHART NO: 4.14

CHART SHOWING THEIR SHOPPING EXPERIENCE BASED ON PRODUCT

INSTANTLY

INFERENCE:

It is inferred that 42% respondents agree, 40% are strongly agree that product

instantly in store, 16% are average, 2% disagree and 0 % respondents are strongly disagree.

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

StronglyAgree


PERCENTAGE


40 % 42 %

16 %

2 % 0 %

15

TABLE NO: 4.15


HANDLED QUERIES IMMEDIATELY



2 Agree 24 48%

3 Average 10 20%

4 Disagree 0 0%


Total 50 100%


CHART NO: 4.15

CHART SHOWING THEIR SHOPPING EXPERIENCE BASED ON HANDLED

QUERIES IMMEDIATELY

INFERENCE:

It is inferred that 48% respondents are agree, 32% are strongly agree that queries

handled immediately, 20% are average, 0% for disagree and 0% strongly disagree.

0%

10%

20%

30%

40%

50%

60%

StronglyAgree


PERCENTAGE

HANDLED QUERIES IMMEDIATELY

32 %

48 %

20 %

0 % 0 %

16

TABLE NO: 4.16


PERSONAL BELONGINGS RETURN IMMEDIATELY



2 Agree 25 50%

3 Average 6 12%

4 Disagree 0 0%


Total 50 100%


CHART NO: 4.16

CHART SHOWING THEIR SHOPPING EXPERIENCE BASED ON PERSONAL

BELONGINGS RETURN IMMEDIATELY

INFERENCE:

It is inferred that 50 % respondents agree, 36% are strongly agree that personal

belonging return, 12% are average 2 % respondents are strongly disagree and 0% disagree.

0%

10%

20%

30%

40%

50%

60%

StronglyAgree


PERCENTAGE

PERSONAL BELONGINGS RETURN

36 %

50 %

12 %

0 % 2 %

17

TABLE NO: 4.17


INDIVIADUAL ATTENTION



2 Agree 29 58%

3 Average 5 10%

4 Disagree 0 0%


Total 50 100%


CHART NO: 4.17

CHART SHOWING THEIR SHOPPING EXPERIENCE BASED ON INDIVIADUAL

ATTENTION

INFERENCE:

It is inferred that 58% respondents agree that staff giving attention to individual,

where 32% are strongly agree, 10% of respondents are average, 0% for disagree and 0% of

respondents strongly disagree.

0%

10%

20%

30%

40%

50%

60%

70%

StronglyAgree


PERCENTAGE

INDIVIADUAL ATTENTION

32%

58%

10 %

0 % 0 %

18

TABLE NO: 4.18


UNDERSTAND CUSTOMER NEED



2 Agree 24 48%

3 Average 3 6%

4 Disagree 0 0%


Total 50 100%


CHART NO: 4.18

CHART SHOWING THEIR SHOPPING EXPERIENCE BASED ON UNDERSTAND

CUSTOMER NEED

INFERENCE:

It is inferred that 48% respondents agree that staff understand the customer need,

where 46% are strongly agree, 6% of respondents are average, 0% are disagree and 0% of

respondents strongly disagree.

0%

10%

20%

30%

40%

50%

60%

StronglyAgree


PERCENTAGE

UNDERSTAND CUSTOMER NEED

46 % 48 %

6 %

0 % 0 %

19

TABLE NO: 4.19


EXCHANGING PRODUCT



2 Agree 17 34%

3 Average 4 8%

4 Disagree 0 0%


Total 50 100%


CHART NO: 4.19

CHART SHOWING THEIR SHOPPING EXPERIENCE BASED ON EXCHANGING

PRODUCT

INFERENCE:

It is inferred that 56% respondents strongly agree for product exchange, where

34% are agree 8% of respondents are average, 0% are disagree and 2% of respondents strongly

disagree.

0%

10%

20%

30%

40%

50%

60%

StronglyAgree


PERCENTAGE

EXCHANGING PRODUCT

56 %

34 %

8 %

0 % 2 %

20

TABLE NO: 4.20


PROMISE DELIVERY OF SERVICE



2 Agree 24 48%

3 Average 2 4%

4 Disagree 0 0%


Total 50 100%


CHART NO: 4.20

CHART SHOWING THEIR SHOPPING EXPERIENCE BASED ON PROMISE

DELIVERY OF SERVICE

INFERENCE:

It is inferred that 48% respondents experience promise delivery, 48% respondent

agree, 4% average, 0% disagree and 0% of respondents strongly disagree.

0%

10%

20%

30%

40%

50%

60%

StronglyAgree


PERCENTAGE

PROMISE DELIVERY OF SERVICE

48 % 48 %

4 %

0 % 0 %

21

TABLE NO: 4.21


BILLS ERROR LESS



2 Agree 21 42%

3 Average 13 26%

4 Disagree 2 4%


Total 50 100%


CHART NO: 4.21

CHART SHOWING THEIR SHOPPING EXPERIENCE BASED ON BILLS ERROR

LESS

INFERENCE:

It is inferred that 42% of the respondents agree that error less bill, 28% were

strongly agree, 26% are average, 4% are disagree and 0% are strongly disagree.

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

StronglyAgree


PERCENTAGE

BILLS ERROR LESS

28 %

42 %

26 %

4 %

0 %

22

TABLE NO: 4.22


PRODUCT DELIVERED WITHOUT DAMAGES



2 Agree 27 54%

3 Average 3 6%

4 Disagree 0 0%


Total 50 100%


CHART NO: 4.22

CHART SHOWING THEIR SHOPPING EXPERIENCE BASED ON PRODUCT

DELIVERED WITHOUT DAMAGES

INFERENCE:

It is inferred that 54% of the respondents agree that product delivered without

damages, 40% were strongly agree, 6% are average, 0% are disagree and 0% are strongly

disagree.

0%

10%

20%

30%

40%

50%

60%

StronglyAgree


PERCENTAGE

PRODUCT DELIVERED WITHOUT DAMAGES

40 %

54 %

6 %

0 % 0 %

23

TABLE NO: 4.23


QUANTITIES GIVEN CUSTOMER REQUIREMENT



2 Agree 15 30%

3 Average 4 8%

4 Disagree 0 0%


Total 50 100%


CHART NO: 4.23

CHART SHOWING THEIR SHOPPING EXPERIENCE BASED ON QUANTITIES

GIVEN CUSTOMER REQUIREMENT

INFERENCE:

It is inferred that 62% of the respondents strongly agree that quantities given in

requirement,30% were agree,8% are average, 0% are disagree and 0% are strongly disagree.

0%

10%

20%

30%

40%

50%

60%

70%

StronglyAgree


PERCENTAGE

QUANTITIES GIVEN CUSTOMER REQUIREMENT

62 %

30 %

8 %

0 % 0 %

24

TABLE NO: 4.24


AVAILABILITY OF PRODUCT PACKAGES



2 Agree 17 34%

3 Average 5 10%

4 Disagree 0 0%


Total 50 100%


CHART NO: 4.24

CHART SHOWING THEIR SHOPPING EXPERIENCE BASED ON AVAILABILITY

OF PRODUCT PACKAGES

INFERENCE:

It is inferred that 56% of the respondents strongly agree that availability of

product packages, 34% were agree, 10% are average, 0% are disagree and 0% are strongly

disagree.

0%

10%

20%

30%

40%

50%

60%

StronglyAgree


PERCENTAGE

AVAILABILITY OF PRODUCT PACKAGES

56 %

34 %

10 %

0 % 0 %

25

TABLE NO: 4.25


OFFERS PROVIDED



2 Agree 22 44%

3 Average 5 10%

4 Disagree 0 0%


Total 50 100%


CHART NO: 4.25

CHART SHOWING THEIR SHOPPING EXPERIENCE BASED ON OFFERS

PROVIDED

INFERENCE:

It is inferred that 46% of the respondents strongly agree that offers provided, 44%

were agree, 10% are average, 0% are disagree and 0% are strongly disagree.

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

StronglyAgree


PERCENTAGE

OFFERS PROVIDED

46 % 44 %

10 %

0 % 0 %

26

TABLE NO: 4.26


ALLOWED TO TAKE OWN TIME TO SHOP



2 Agree 21 42%

3 Average 1 2%

4 Disagree 2 4%


Total 50 100%


CHART NO: 4.26

CHART SHOWING THEIR SHOPPING EXPERIENCE BASED ON ALLOWED TO

TAKE OWN TIME TO SHOP

INFERENCE:

It is inferred that 52% of the respondents strongly agree that allowed to take own time to

shop, 42% were agree, 2% are average, 4% are disagree and 0% are strongly disagree.

0%

10%

20%

30%

40%

50%

60%

StronglyAgree


PERCENTAGE

TAKE OWN TIME TO SHOP

52 %

42 %

2 % 4 % 0 %

27

TABLE NO: 4.27

TABLE SHOWING THE SATISFACTION LEVEL OF CUSTOMER TOWARDS

STORE LOCATION


1 Highly satisfied 23 46

2 Satisfied 18 36

3 Neutral 8 16

4 Dissatisfied 1 2

5 Highly dissatisfied 0 0

Total 50 100%


CHART NO: 4.27

CHART SHOWING THE SATISFACTION LEVEL OF CUSTOMER TOWARDS

STORE LOCATION

INFERENCE: It is inferred that 46% of the respondents highly satisfied with store location, 36% were

satisfied, 16% are neutral, 2% are dissatisfied and 0% are highly dissatisfied.

0

5

10

15

20

25

30

35

40

45

50

Highlysatisfied

Satisfied Neutral Dissatisfied Highlydissatisfied

CUSTOMER TOWARDS STORE LOCATION

46 %

36 %

16 %

2 % 0 %

PERCENTAGE

28

TABLE NO: 4.28

TABLE SHOWING THE SATISFACTION LEVEL TOWARDS AVAILABILITY OF

TROLLEY



2 Satisfied 34 68

3 Neutral 3 6

4 Dissatisfied 0 0


Total 50 100%


CHART NO: 4.28

CHART SHOWING THE SATISFACTION LEVEL TOWARDS AVAILABILITY OF

TROLLEY

INFERENCE:

It is inferred that 68% of the respondents satisfied that trolley available in store, 26%

were highly satisfied, 6% are neutral, 0% are dissatisfied and 0% are highly dissatisfied.

0

10

20

30

40

50

60

70

80

Highlysatisfied


AVAILABILITY OF TROLLEY

26 %

68 %

6 %

0 % 0 %

PERCENTAGE

29

TABLE NO: 4.29

TABLE SHOWING THE SATISFACTION LEVEL OF LOYALITY PROGRAM



2 Satisfied 26 52

3 Neutral 4 8

4 Dissatisfied 2 4


Total 50 100%


CHART NO: 4.29

CHART SHOWING THE SATISFACTION LEVEL OF LOYALTY PROGRAM

INFERENCE:

It is inferred that 52% of the respondents satisfied with loyalty program, 32% were highly


0

10

20

30

40

50

60

Highlysatisfied


LOYALITY PROGRAM

32 %

52 %

8 %

4 % 4 %

PERCENTAGE

30

TABLE NO: 4.30

TABLE SHOWING THE SATISFACTION LEVEL OF PARKING FACILITIES



2 Satisfied 19 38

3 Neutral 14 28

4 Dissatisfied 6 12


Total 50 100%


CHART NO: 4.30

CHART SHOWING THE SATISFACTION LEVEL OF PARKING FACILITIES

INFERENCE: It is inferred that 38% of the respondents satisfied with parking facilities, 28% are

neutral, 18% are highly satisfied, 12% were dissatisfied and 4% are highly dissatisfied.

.

0

5

10

15

20

25

30

35

40

Highlysatisfied


PARKING FACILITIES

18 %

38 %

28 %

12 %

4 %

PERCENTAGE

31

TABLE NO: 4.31

TABLE SHOWING THE SATISFACTION LEVEL TOWARDS BRAND NAME



2 Satisfied 27 54

3 Neutral 2 4

4 Dissatisfied 0 0


Total 50 100%


CHART NO: 4.31

CHART SHOWING THE SATISFACTION LEVEL TOWARDS BRAND NAME

INFERENCE:

It is inferred that 54% of the respondents satisfied towards brand name, 40% were highly

satisfied, 4% are neutral, 2% are highly dissatisfied and 0% are dissatisfied.

0

10

20

30

40

50

60

Highlysatisfied


BRAND NAME

40 %

54 %

4 %

0 % 2 %

PERCENTAGE

32

TABLE NO: 4.32

TABLE SHOWING THE SATISFACTION LEVEL FOR AVAILABILITY OF

PRODUCT QUANTITY



2 Satisfied 19 38

3 Neutral 8 16

4 Dissatisfied 0 0


Total 50 100%


CHART NO: 4.32

CHART SHOWING THE SATISFACTION LEVEL FOR AVAILABILITY OF

PRODUCT QUANTITY

INFERENCE:

It is inferred that 46% of the respondents highly satisfied quantity of product, 38% were


0

5

10

15

20

25

30

35

40

45

50

Highlysatisfied


PRODUCT QUANTITY

46 %

38 %

16 %

0 % 0 %

PERCENTAGE

33

TABLE NO: 4.33

TABLE SHOWING THE SATISFACTION LEVEL OF PRODUCT VARITY



2 Satisfied 25 50

3 Neutral 7 14

4 Dissatisfied 0 0


Total 50 100%


CHART NO: 4.33

CHART SHOWING THE SATISFACTION LEVEL OF PRODUCT VARITY

INFERENCE:

It is inferred that 50% of the respondent satisfied product Varity, 36% were highly


0

10

20

30

40

50

60

Highlysatisfied


PERCENTAGE

PRODUCT VARITY

36 %

50 %

14 %

0 % 0 %

34

TABLE NO: 4.34

TABLE SHOWING THE SATISFACTION LEVEL OF ACCURACY OF BILLING



2 Satisfied 25 50

3 Neutral 6 12

4 Dissatisfied 2 4


Total 50 100%


CHART NO: 4.34

CHARTSHOWING THE SATISFACTION LEVEL OF ACCURACY OF BILLING

INFERENCE:

It is inferred that 50% of the respondents satisfied with billing accuracy, 34% were highly


0

10

20

30

40

50

60

Highlysatisfied


PERCENTAGE

34 %

50 %

12 % 4 %

ACCURACY OF BILLING

0 %

35

TABLE NO: 4.35

TABLE SHOWING THE SATISFACTION LEVEL OF PRODUCT PRICE



2 Satisfied 25 50

3 Neutral 4 8

4 Dissatisfied 2 4


Total 50 100%


CHART NO: 4.35

CHART SHOWING THE SATISFACTION LEVEL OF PRODUCT PRICE

INFERENCE:

It is inferred that 50% of the respondents satisfied product price, 38% were highly


0

10

20

30

40

50

60

Highlysatisfied


PERCENTAGE

38 %

50 %

8 % 4 %

0 %

PRODUCT PRICE

36

TABLE NO: 4.36

TABLE SHOWING THE SATISFACTION LEVEL OF BILLING SPEED



2 Satisfied 12 24

3 Neutral 18 36

4 Dissatisfied 7 14


Total 50 100%


CHART NO: 4.36

CHART SHOWING THE SATISFACTION LEVEL OF BILLING SPEED

INFERENCE:

It is inferred that 48% of the respondents satisfied with billing speed, 36% are neutral,

14% are dissatisfied and 2% are highly dissatisfied.

0

5

10

15

20

25

30

35

40

Highlysatisfied


PERCENTAGE

24 % 24 %

36 %

14 %

2 %

BILLING SPEED

37

TABLE NO: 4.37

TABLE SHOWING THE SATISFACTION LEVEL OF STORE ENVIRONMENT



2 Satisfied 24 48

3 Neutral 9 18

4 Dissatisfied 4 8


Total 50 100%


CHART NO: 4.37

CHART SHOWING THE SATISFACTION LEVEL OF STORE ENVIRONMENT

INFERENCE:

It is inferred that 48% of the respondent satisfied environment of store, 24% were highly


0

10

20

30

40

50

60

Highlysatisfied


PERCENTAGE

24 %

48 %

18 %

8 %

2 %

STORE ENVIRONMENT

38

TABLE NO: 4.38

TABLE SHOWING THE SATISFACTION LEVEL OF QUICK SERVICE



2 Satisfied 23 46

3 Neutral 9 18

4 Dissatisfied 4 8


Total 50 100%


CHART NO: 4.38

CHART SHOWING THE SATISFACTION LEVEL OF QUICK SERVICE

INFERENCE:

It is inferred that 46% of the respondents satisfied quick service, 34% were highly


0

5

10

15

20

25

30

35

40

45

50

Highlysatisfied


PERCENTAGE

QUICK SERVICE

34 %

46 %

18 %

8 %

2 %

39

TABLE NO: 4.39

TABLE SHOWING THE SATISFACTION LEVEL OF RESPONSE TO CUSTOMERS



2 Satisfied 22 44

3 Neutral 8 16

4 Dissatisfied 2 4


Total 50 100%


CHART NO: 4.39

CHART SHOWING THE SATISFACTION LEVEL OF RESPONSE TO CUSTOMERS

INFERENCE:

It is inferred that 44% of the respondents satisfied with staff response 36% were highly


0

5

10

15

20

25

30

35

40

45

50

Highlysatisfied


PERCENTAGE

RESPONSE TO CUSTOMERS

36 %

44 %

16 %

4 % 0 %

40

TABLE NO: 4.40

TABLE SHOWING THE SATISFACTION LEVEL OF STAFF MEMBERS

ASSISTANCE AND GUIDANCE



2 Satisfied 31 62

3 Neutral 6 12

4 Dissatisfied 2 4


Total 50 100%


CHART NO: 4.40

CHART SHOWING THE SATISFACTION LEVEL OF STAFF MEMBERS

ASSISTANCE AND GUIDANCE

INFERENCE:

It is inferred that 62% of the respondents satisfied with staff member guidance, 20% were

highly satisfied, 12% are neutral, 4% are dissatisfied and 2% are highly dissatisfied.

0

10

20

30

40

50

60

70

Highlysatisfied


PERCENTAGE

STAFF MEMBERS ASSISTANCE AND GUIDANCE

20 %

62 %

12 % 4 % 2 %

41

TABLE NO: 4.41

TABLE SHOWING THE SATISFACTION LEVEL OF UNDERSTAND THE

REQUIREMENT



2 Satisfied 29 58

3 Neutral 8 16

4 Dissatisfied 0 0


Total 50 100%


CHART NO: 4.41

CHART SHOWING THE SATISFACTION LEVEL OF UNDERSTAND THE

REQUIREMENT

INFERENCE:

It is inferred that 58% of the respondents satisfied with requirement, 26% were highly


0

10

20

30

40

50

60

70

Highlysatisfied


PERCENTAGE

UNDERSTAND THE REQUIREMENT

26 %

58 %

16 %

0 % 0 %

42

TABLE NO: 4.42

TABLE SHOWING THE SATISFACTION LEVEL OF QUALITY



2 Satisfied 27 54

3 Neutral 7 14

4 Dissatisfied 0 0


Total 50 100%


CHART NO: 4.42

CHART SHOWING THE SATISFACTION LEVEL OF QUALITY

INFERENCE:

It is inferred that 54% of the respondents satisfied with quality, 32% were highly


0

10

20

30

40

50

60

Highlysatisfied


PERCENTAGE

LEVEL OF QUALITY

32 %

54 %

14 %

0 % 0 %

43

TABLE NO: 4.43

TABLE SHOWING THE SATISFACTION LEVEL OF PRODUCT RETURNS AND

EXCHANGES



2 Satisfied 27 54

3 Neutral 6 12

4 Dissatisfied 0 0


Total 50 100%


CHART NO: 4.43

CHART SHOWING THE SATISFACTION LEVEL OF PRODUCT RETURNS AND

EXCHANGES

INFERENCE:

It is inferred that 54% of the respondents satisfied for product exchange, 34% were

highly satisfied, 12% are neutral, 0% are dissatisfied and 0% are highly dissatisfied.

0

10

20

30

40

50

60

Highlysatisfied


PERCENTAGE

PRODUCT RETURNS AND EXCHANGES

34 %

54 %

12 %

0% 0 %

44

TABLE NO: 4.44

TABLE SHOWING THE SATISFACTION LEVEL OF HANDLING CUSTOMER

COMPLAINTS



2 Satisfied 27 54

3 Neutral 4 8

4 Dissatisfied 1 2


Total 50 100%


CHART NO: 4.44

CHART SHOWING THE SATISFACTION LEVEL OF HANDLING CUSTOMER

COMPLAINTS

INFERENCE:

It is inferred that 54% of the respondents satisfied that complaints are handling, 36%

were highly satisfied, 8% are neutral, 2% are dissatisfied and 0% are highly dissatisfied.

0

10

20

30

40

50

60

Highlysatisfied


PERCENTAGE

HANDLING CUSTOMER COMPLAINTS

36 %

54 %

8 %

2 % 0 %

45

TABLE NO: 4.45

TABLE SHOWING THE SATISFACTION LEVEL OF CONVENIENT OPERATING

HOURS



2 Satisfied 20 40

3 Neutral 7 14

4 Dissatisfied 0 0


Total 50 100%


CHART NO: 4.45

CHART SHOWING THE SATISFACTION LEVEL OF CONVENIENT OPERATING

HOURS

INFERENCE:

It is inferred that 46% of the respondents highly satisfied with convenient operating hour,

40% were satisfied, 14% are neutral, 0% are dissatisfied and 0% are highly dissatisfied.

0

5

10

15

20

25

30

35

40

45

50

Highlysatisfied


PERCENTAGE

CONVENIENT OPERATING HOURS

46 %

40 %

14 %

0 % 0 %

46

TABLE NO: 4.46

TABLE SHOWING THE SATISFACTION LEVEL OF OFFERS/DISCOUNT



2 Satisfied 21 42

3 Neutral 7 14

4 Dissatisfied 0 0


Total 50 100%


CHART NO: 4.46

CHART SHOWING THE SATISFACTION LEVEL OF OFFERS/DISCOUNT

INFERENCE:

It is inferred that 44% of the respondents highly satisfied offers/discount, 42% were


0

5

10

15

20

25

30

35

40

45

50

Highlysatisfied


PERCENTAGE

PRODUCT OFFERS/DISCOUNT IN STORE

44 % 42 %

14 %

0 % 0 %

72

TABLE NO: 4.47

TABLE SHOWING THE WEIGHTED AVERAGE SERVICE ATTRIBUTES BASED CUSTOMER SHOPPING EXPERIENCE

RANK W X1 X1*W X2 X2*W X3 X3*W X4 X4*W X5 X5*W X6 X6*W X7 X7*W X8 X8*W X9 X9*W X10 X10*W

1 5 28 140 18 90 40 200 29 145 32 160 25 125 9 45 16 80 20 100 16 80

2 4 18 72 18 72 8 32 14 56 15 60 25 100 19 76 23 92 21 84 24 96

3 3 4 12 7 21 2 6 5 15 3 9 0 0 15 45 8 24 8 24 10 30

4 2 0 0 7 14 0 0 1 2 0 0 0 0 7 14 0 0 1 2 0 0

5 1 0 0 0 0 0 0 1 1 0 0 0 0 0 0 3 2 0 0 0 0

Total 15 50 242 50 197 50 238 50 219 50 226 50 226 50 180 50 199 50 210 50 206

Calculated

weight 4.84 3.94 4.76 4.38 4.52 4.5 3.6 3.98 4.2

4.12

Final Rank Rank 1 Rank 20 Rank 2 Rank 10 Rank 4 Rank 5 Rank 21 Rank 19 Rank 15 Rank 17

RANK W X

11

X11

*W

X

12

X12

*W

X

13

X13

*W

X

14

X14

*W

X

15

X15

*W

X

16

X16

*W

X

17

X17

*W

X

18

X18

*W

X

19

X19

*W

X

20

X20

*W

X

21

X21*W

1 5 18 90 16 80 23 115 28 140 24 120 15 75 20 100 31 155 28 140 23 115 26 130

2 4 25 100 29 116 24 96 17 68 24 96 21 84 27 108 15 60 17 68 22 88 21 84

3 3 6 18 5 15 3 9 3 9 2 6 13 9 3 9 4 12 5 20 5 20 1 3

4 2 0 0 0 0 0 0 1 2 0 0 1 2 1 2 0 0 0 0 0 0 2 4

5 1 1 1 1 1 0 0 1 1 0 0 0 0 0 0 0 0 0 0 0 0 0 0

Total 1

5 50 209 50 212 50 220 50 217 50 222 50 200 50 215 50 227

50 225 50 218 50 221

Calculated

weight 4.18 4.24 4.4 4.34 4.44 4.0 4.3 4.54 4.46

4.36

4.42

Final Rank Rank 16 Rank 14 Rank 9 Rank 12 Rank 7 Rank 18 Rank 13 Rank 3 Rank 6 Rank 11 Rank 8

73

From the above table it can be inferred as following

Rank Sources

1 The store is very clean and attractive

2 The store as sufficient place to move around to find the product

3 Quantities are given as per the customer requirement

4 Offers/discounts are displayed clearly and updated regularly

5 Promised delivery of quality excellence in every purchase

6 Availability of product packages as per the customer convenience

7 Promise delivery of service

8 You are allowed to take your own time to shop in the store

9 Staff members understand customers need

10 Staff members are very easy to identify

11 Offers are provided for the required products of the customer

12 You feel free for exchanging the product

13 The product are delivered without any error and damages

14 Customers are given individual attention without bias

15 Customer requests towards products are met out instantly

16 Missing of personal belongings by the customers are sort out

immediately

17 Staff members handled customers queries immediately

18 Bills are error less

19 All Products are available in all seasons

20 Carry bag and net bag in the stores are easily identifiable

21 Staff members are always available in all billing counter

INFERENCE:

From the above table it infers that the store is very clean and attractive which ranked

I, sufficient place to move around for shopping in store is ranked II and the staff members are

not available in all billing counter which is last ranked XXI in service attributes.

74

TABLE NO: 4.48

TABLE SHOWING THE WEIGHTED AVERAGE RATE OF SATISFACTION LEVEL OF SERVICE QUALITY

RANK W X1 X1*W X2 X2*W X3 X3*W X4 X4*W X5 X5*W X6 X6*W X7 X7*W X8 X8*W X9 X9*W X10 X10*W

1 5 23 115 13 65 16 80 9 45 20 100 23 115 15 75 17 85 19 95 12 60

2 4 18 72 34 136 26 104 19 76 27 108 19 76 19 76 25 100 25 100 13 52

3 3 8 24 3 9 4 12 14 42 2 6 7 21 13 39 6 18 4 12 18 54

4 2 1 2 0 0 2 4 6 12 0 0 1 2 1 2 2 4 2 4 7 14

5 1 0 0 0 0 2 2 2 2 1 1 0 0 1 1 0 0 0 0 0 0

Total 15 50 213 50 210 50 202 50 177 50 215 50 214 50 193 50 207 50 211 50 180

Calculated

weight 4.26 4.2 4.04 3.54 4.3 4.28 3.86 4.14 4.22

3.6


RANK W X

11

X11*

W

X

12

X12*

W

X

13

X13*

W

X

14

X14*

W

X

15

X15*

W

X

16

X16*

W

X

17

X17*

W

X

18

X18*

W

X

19

X19*

W

X

20

X20*W

1 5 12 60 17 85 19 95 10 50 13 65 16 80 15 75 18 90 13 65 23 115

2 4 24 96 23 92 21 84 31 124 29 116 27 108 26 104 27 108 20 80 21 84

3 3 9 27 9 27 9 27 6 18 8 24 7 21 6 18 4 12 17 51 6 18

4 2 4 8 1 2 1 2 2 4 0 0 0 0 1 2 1 2 0 0 0 0

5 1 1 1 0 0 0 0 1 1 0 0 0 0 2 2 0 0 0 0 0 0

Total 1

5 50 192 50 206 50 208 50 197 50 205 50 209 50 201 50 212

50 196 50 217

Calculated

weight 3.84 4.12 4.16 3.94 4.1 4.18 4.02 4.24 3.92

4.34


75


Rank Sources

1 Offers/ discount

2 Brand name

3 Availability of product quantity

4 Store Location

5 Handling customer complaints

6 Price

7 Availability of trolley

8 Quality

9 Response to customers

10 Accuracy of billing

11 Quick service

12 Understand the requirement

13 Loyalty programs (Membership card)

14 Product Returns and exchanges

15 Staff members assistance and guidance

16 Convenient Operating hours

17 Product Varity

18 Store environment

19 Billing speed

20 Parking facilities

INFERENCE:

From the above table it infers that the satisfaction of the respondents are related with the

offers/discount of product is ranked I, brand name is II, and the XX rank for the parking

facilities is ranked as dissatisfied .

76

TABLE NO: 4.49

TABLE SHOWING THE WEIGHTED AVERAGE OF SERVICE ATTRIBUTES BASED

ON TANGIBILITY

RANK W X 11 X11*W X 12 X12*W X 13 X13*W X 14 X14*W X 15 X15*W

1 5 40 200 18 90 28 140 29 145 32 160

2 4 8 32 18 72 18 72 14 56 15 60

3 3 2 6 7 21 4 12 5 15 3 9

4 2 0 0 7 14 0 0 1 2 0 0

5 1 0 0 0 0 0 0 1 1 0 0

Total 15 50 238 50 197 50 224 50 219 50 229

Calculated

weight 4.76 3.94 4.48 4.38 4.52

Final Rank Rank 1 Rank 5 Rank 3 Rank 4 Rank 2


Rank Sources

1 The store is very clean and attractive

2 Offers/discounts are displayed clearly and updated regularly

3 The store as sufficient place to move around to find the product

4 Staff members are very easy to identify

5 Carry bag and net bag in the stores are easily identifiable

Inference:

From the above table it infers that store is very clean and attractive which ranked I,

offers/discount in store are displayed clearly is ranked II and carry bag is not easily identify in

store is ranked as V.

77

TABLE NO: 4.50


ON RELIABILITY

RANK W X 11 X11*W X 12 X12*W X 13 X13*W

1 5 26 130 9 45 16 80

2 4 24 96 19 76 23 92

3 3 0 0 15 45 8 24

4 2 0 0 7 14 0 0

5 1 0 0 0 0 3 3

Total 15 50 238 50 197 50 224

Calculated weight 4.52 3.6 3.98

Final Rank Rank 1 Rank 3 Rank 2


Rank Sources

1 Promised delivery of quality excellence in every purchase

2 All products are available in all seasons

3 Staff members are always available in all billing counter

Inference:

From the above table weighted average shows that Promised delivery is excellence in quality

of every purchase in store is ranked I and Staff members are not always available in all billing counter is

ranked III.

78

TABLE NO: 4.51


ON RESPONSIVENESS

RANK W X 11 X11*W X 12 X12*W X 13 X13*W X 14 X14*W X 15 X15*W

1 5 20 100 16 80 18 90 16 80 23 115

2 4 21 84 24 96 25 100 29 116 24 96

3 3 8 24 10 30 6 18 5 15 3 9

4 2 1 2 0 0 0 0 0 0 0 0

5 1 0 0 0 0 1 1 1 1 0 0

Total 15 50 210 50 206 50 209 50 212 50 220

Calculated

weight 4.2 4.12 4.18 4.22 4.40

Final Rank Rank 3 Rank 5 Rank 4 Rank 2 Rank 1


Rank Sources

1 Staff members understand customers need

2 Customers are given individual attention without bias

3 Customer requests towards products are met out instantly

4 Missing of personal belongings by the customers are sort out immediately

5 Staff members handled customers queries immediately

Inference:

From the above table weighted average shows that Staff members understand customers

need is ranked I and Staff members are handling the customers queries immediately is ranked V.

79

TABLE NO: 4.52


ON ASSURANCE

RANK W X 11 X11*W X 12 X12*W X 13 X13*W X 14 X14*W

1 5 28 140 24 120 15 75 20 100

2 4 17 68 24 96 21 84 27 108

3 3 4 12 2 6 13 39 3 9

4 2 0 0 0 0 2 4 0 0

5 1 0 0 1 1 0 0 0 0

Total 15 50 220 50 223 50 202 50 217

Calculated

weight 4.42 4.44 3.94 4.34

Final Rank Rank 2 Rank 1 Rank 4 Rank 3


Rank Sources

1 Promise delivery of service

2 You feel free for exchanging the product

3 The product are delivered without any error and damages

4 Bills are error less

Inference:

From the above table weighted average shows that service is in promise delivery are

ranked as I and bill error less is ranked IV.

80

TABLE NO: 4.53


ON EMPATHY

RANK W X 11 X11*W X 12 X12*W X 13 X13*W X 14 X14*W

1 5 31 155 28 140 23 115 26 130

2 4 15 60 17 68 22 88 21 84

3 3 4 12 5 15 5 15 1 3

4 2 0 0 0 0 0 0 2 4

5 1 0 0 0 0 0 0 0 0

Total 15 50 227 50 223 50 218 50 221

Calculated

weight 4.54 4.46 4.36 4.42

Final Rank Rank 1 Rank 2 Rank 4 Rank 3


Rank Sources

1 Quantities are given as per the customer requirement

2 Availability of product packages as per the customer convenience

3 You are allowed to take your own time to shop in the store

4 Offers are provided for the required products of the customer

Inference:

From the above table it infers that the quantities are given as per the customer

requirement is ranked I and offers which provided for the required products of the customer is

ranked V.

81

TABLE NO: 4.54

TABLE SHOWING THE DIFFERENT BETWEEN GENDER AND SERVICE

ATTRIBUTES BASED ON TANGIBILITY

(Using independent T-Test)

Ho: There is no significant different between gender and tangibility

Ha: There is significant different between gender and tangibility

Table no: 4.54.1 Table of Group Statistics

tangibility Gender N Mean Std. Deviation Std. Error Mean

Male 35 22.3143 2.11119 .35686

Female 15 21.7333 2.57645 .66524

Table no: 4.54.2 Table of Independent Samples Test

Tangibility Levene's Test

for Equality of

Variances

t-test

for

Equality of Means

F Sig. t df Sig.

(2-tailed)

Mean

Differen

ce

Std. Error

Difference

95% Confidence Interval of

the Difference

Lower Upper

Equal variances

assumed

Equal variances

not assumed

1.338 .253 .834 48 .408 .58095 .69647 -.81940 1.98130

.770 22.451 .450 .58095 .75491 -.98281 2.14471

; N1= 35, N2=15, T=0.834; = 0.65/0.65 + (35+15 – 2);

=0.014

INFERENCE:

An independent –samples T-test was conducted to compare the service attributes by gender.

There is no significant difference in the gender for male (mean = 22.314, SD= 2.111), female

(mean = 21.733, SD=2.576); [t (48) =0 .834, P=0.408]. The magnitude of the difference in the

means was small effect (0.014). H0 is accepted and Ha is rejected.

82

TABLE NO: 4.55


ATTRIBUTES BASED ON RELIABILITY


Ho: There is no significant different between gender and reliability

Ha: There is significant different between gender and reliability


Reliability Gender N Mean Std. Deviation Std. Error Mean

Male 35 12.2571 1.72086 .29088

Female 15 11.7333 1.90738 .49248


Reliability Levene's Test

for Equality of

Variances

t-test for Equality of Means

F Sig. t df Sig.

(2-

tailed)

Mean

Difference

Std. Error

Difference

95% Confidence Interval of

the Difference

Lower Upper

Equal variances

assumed

Equal variances

not assumed

.234 .631 .955 48 .344 .52381 .54848 -.57899 1.62660

.916 24.256 .369 .52381 .57197 -.65602 1.70364

; N1= 35, N2= 15, T= 0.95; = 0.902/0.902 + (35+15 – 2)

=0.018

INFERENCE:

An independent –samples T-test was conducted to compare the service attributes by

gender. There is no significant difference in the gender for male (mean = 12.257, SD= 1.720),

female (mean = 11.733, SD=1.907); [t (48) =0 .955, P=0.344]. The magnitude of the difference

in the means was small effect (0.018). H0 is accepted and Ha is rejected.

83

TABLE NO: 4.56


ATTRIBUTES BASED ON RESPONSIVENESS


Ho: There is no significant different between gender and responsiveness

Ha: There is significant different between gender and responsiveness


Gender N Mean Std. Deviation Std. Error Mean

Responsiveness Male 35 20.8286 2.20275 .37233

Female 15 21.8000 2.54109 .65611


Responsiveness Levene's Test

for Equality of

Variances


F Sig. t df Sig.

(2-

tailed)

Mean

Difference

Std. Error

Difference

95% Confidence

Interval of the

Difference

Lower Upper

Equal variances

assumed .582 .449 -1.365 48 .179 -.97143 .71182

-

2.40264 .45978

Equal variances not

assumed

-1.288 23.467 .210 -.97143 .75439 -

2.53029 .58743

; N1= 35, N2= 15, T= -1.365; = 1.86/1.86 + (35+15 – 2)

=0.037

INFERENCE:


gender. There is no significant difference in the gender for male (mean=20.828, SD=2.202),

female (mean=21.80, SD=2.541); [t (48) =-1.365; p=.179]. The magnitude of the difference in

the means was small effect (0.037). H0 is accepted and Ha is rejected.

84

TABLE NO: 4.57


ATTRIBUTES BASED ON ASSURANCE


Ho: There is no significant different between gender and assurance

Ha: There is significant different between gender and assurance



Assurance Male 35 16.9429 1.86205 .31474

Female 15 17.6000 2.13140 .55032


Assurance Levene's Test

for Equality of

Variances


F Sig. t df Sig.

(2-tailed)

Mean

Difference

Std. Error

Difference

95% Confidence

Interval of the

Difference

Lower Upper

Equal variances

assumed .188 .667 -1.095 48 .279 -.65714 .60008 -1.86368 .54939

Equal variances

not assumed

-1.037 23.61

6 .310 -.65714 .63397 -1.96672 .65244

; N1= 35, N2= 15, T= -1.095; = 1.19/1.19 + (35+15 – 2)

=0.025

INFERENCE:


gender. There is no significant difference in the gender for male (mean=16.94, SD=1.86), female

(mean=17.6, SD=2.13); [t (48) =0.279; p=.279]. The magnitude of the difference in the means

was small effect (0.025). H0 is accepted and Ha is rejected.

85

TABLE NO: 4.58


ATTRIBUTES BASED ON EMPATHY


Ho: There is no significant different between gender and empathy

Ha: There is significant different between gender and empathy



Empathy Male 35 17.6571 1.89338 .32004

Female 15 18.0667 2.37447 .61308


Empathy Levene's

Test for

Equality of

Variances


F Sig. t df Sig.

(2-tailed)

Mean

Differen

ce

Std. Error

Difference

95% Confidence

Interval of the

Difference

Lower Upper

Equal variances

assumed .534 .468 -.649 48 .520 -.40952 .63123 -1.67870 .85965

Equal variances

not assumed

-.592 21.997 .560 -.40952 .69159 -1.84381 1.02476

; N1= 35, N2= 15, T= -0.649; = 0.42/0.42 + (35+15 – 2)

=0.0087

INFERENCE:

An independent –samples T-test was conducted to compare the service attributes by gender.

There is no significant difference in the gender for male (mean=17.65, SD=1.89), female

(mean=18.06, SD=2.37); [t (48) ==-0.649; p=.520]. The magnitude of the difference in the

means was small effect (0.0087). H0 is accepted and Ha is rejected.

86

TABLE NO: 4.59

TABLE SHOWS THE ANOVA BETWEEN AGE GROUP AND SERVICE ATTRIBUTES

BASED ON TANGIBILITY

Ho: There is no significant relationship between age group and tangibility

Ha: There is significant relationship between age group and tangibility

Table no: 4.59.1 Table showing the age group and service attributes based on tangibility

N Mean Std.

Deviation

Std. Error 95% Confidence Interval for Mean Minimum Maximum

Lower Bound Upper Bound

less than 25 15 21.8667 2.47463 .63895 20.4963 23.2371 17.00 25.00

26-35 8 23.0000 1.19523 .42258 22.0008 23.9992 21.00 24.00

36-45 10 22.5000 2.12132 .67082 20.9825 24.0175 19.00 25.00

46-55 5 20.2000 2.94958 1.31909 16.5376 23.8624 17.00 25.00

above 55 12 22.4167 2.10878 .60875 21.0768 23.7565 19.00 25.00

Total 50 22.1400 2.24981 .31817 21.5006 22.7794 17.00 25.00

Table no: 4.59.2 Table showing the Test of Homogeneity of Variances

Levene Statistic df1 df2 Sig.

.991 4 45 .422

Table no: 4.59.3 Table showing the ANOVA

Sum of Squares Df Mean Square F Sig.

Between Groups 28.070 4 7.018 1.436 .238

Within Groups 219.950 45 4.888

Total 248.020 49

INFERENCE

A one way between groups analysis of variance has been conducted between age group&

tangibility. Subject were divided into five groups (group 1: less than25; group 2: 26-35; group 3:

36-45; group 4: 46-55; group 5: Above 55) There was no significant difference at the P< 0.05

level for the five groups [f (4, 45) =1.436, P= .238] H0 is accepted.

87

TABLE NO: 4.60

TABLE SHOWS THE ANOVA BETWEEN AGE GROUP AND SERVICE


Ho: There is no significant relationship between age group and reliability

Ha: There is significant relationship between age group and reliability



.328 4 45 .858


Sum of Squares df Mean Square F Sig.

Between Groups 24.600 4 6.150 2.130 .093


Total 154.500 49

INFERENCE:

A one way is between groups analysis of variance has been conducted between age

group& reliability. Subject were divided into five groups (group 1: less than25; group 2: 26-35;

group 3: 36-45; group 4: 46-55; group 5: Above 55) There was no significant difference at the

P< 0.05 level for the five groups [f (4, 45) =2.130, P= .093] H0 is accepted.

Table no: 4.60.1 Table showing the age group and service attributes based on reliability

N Mean Std.

Deviation

Std.

Error

95% Confidence Interval for Mean Minimum Maximum


less than 25 15 12.7333 1.70992 .44150 11.7864 13.6803 10.00 15.00

26-35 8 11.5000 1.92725 .68139 9.8888 13.1112 9.00 14.00

36-45 10 12.7000 1.76698 .55877 11.4360 13.9640 10.00 15.00

46-55 5 10.6000 1.34164 .60000 8.9341 12.2659 9.00 12.00

above 55 12 11.8333 1.58592 .45782 10.8257 12.8410 9.00 15.00

Total 50 12.1000 1.77569 .25112 11.5954 12.6046 9.00 15.00

88

TABLE NO: 4.61



Ho: There is no significant relationship between age group and responsiveness

Ha: There is significant relationship between age group and responsiveness



7.319 4 45 .001



Between Groups 12.347 4 3.087 .549 .701


Total 265.280 49

Table no: 4.61.4 Table showing the Robust Tests of Equality of Means

Statistic df1 df2 Sig.

Welch 2.241 4 20.341 .100

INFERENCE:


responsiveness. Subject were divided into five groups (group 1: less than25; group 2: 26-35;

group 3: 36-45; group 4: 46-55; group 5: Above 55) There was no significant difference at the

P< 0.05 level for the five groups [f (4, 45) =0.549, P= .701] H0 is accepted.

Table no: 4.61.1 Table showing the age group and service attributes based on responsiveness

N Mean Std.

Deviation

Std.

Error

95% Confidence Interval for

Mean

Minimum Maximum


less than 25 15 21.6667 1.95180 .50395 20.5858 22.7475 20.00 25.00

26-35 8 20.7500 3.99106 1.41105 17.4134 24.0866 16.00 25.00

36-45 10 21.3000 1.82878 .57831 19.9918 22.6082 18.00 24.00

46-55 5 20.0000 .70711 .31623 19.1220 20.8780 19.00 21.00

above 55 12 21.0000 2.25630 .65134 19.5664 22.4336 19.00 25.00

Total 50 21.1200 2.32677 .32906 20.4587 21.7813 16.00 25.00

89

TABLE NO: 4.62



Ho: There is no significant relationship between age group and assurance

Ha: There is significant relationship between age group and assurance

Table no: 4.62.1 Table showing the age group and service attributes based on assurance

N Mean Std.

Deviation

Std.

Error



less than

25 15 17.1333 2.29492 .59255 15.8624 18.4042 13.00 20.00

26-35 8 16.1250 1.12599 .39810 15.1836 17.0664 14.00 18.00

36-45 10 17.6000 2.17051 .68638 16.0473 19.1527 13.00 20.00

46-55 5 18.2000 1.78885 .80000 15.9788 20.4212 16.00 20.00

above 55 12 17.0000 1.70561 .49237 15.9163 18.0837 14.00 19.00

Total 50 17.1400 1.94842 .27555 16.5863 17.6937 13.00 20.00



2.004 4 45 .110



Between Groups 16.212 4 4.053 1.074 .381


Total 186.020 49

INFERENCE:


assurance. Subject were divided into five groups (group 1: less than25; group 2: 26-35; group 3:


level for the five groups [ f(4,45) =1.074,P= .381] H0 is accepted.

90

TABLE NO: 4.63



Ho: There is no significant relationship between age group and empathy

Ha: There is significant relationship between age group and empathy

Table no: 4.63.1 Table showing the age group and service attributes based on empathy

N Mean Std.

Deviation

Std.

Error

95% Confidence

Interval for Mean

Minimum Maximum

Lower

Bound

Upper

Bound

less than 25 15 17.6000 2.26148 .58391 16.3476 18.8524 14.00 20.00

26-35 8 17.2500 2.31455 .81832 15.3150 19.1850 14.00 20.00

36-45 10 17.8000 1.68655 .53333 16.5935 19.0065 15.00 20.00

46-55 5 18.0000 1.87083 .83666 15.6771 20.3229 16.00 20.00

above 55 12 18.2500 2.09436 .60459 16.9193 19.5807 15.00 20.00

Total 50 17.7800 2.03329 .28755 17.2021 18.3579 14.00 20.00



1.189 4 45 .328



Between Groups 5.630 4 1.407 .322 .862


Total 202.580 49

INFERENCE:


empathy. Subject were divided into five groups (group 1: less than25; group 2: 26-35; group 3:


level for the five groups [f (4, 45) =0.322, P= .862] H0 is accepted.

91

TABLE NO: 4.64

TABLE SHOWS THE ANOVA BETWEEN QUALIFICATION AND SERVICE

ATTRIBUTES BASED ON TANGIBILITY

Ho: There is no significant relationship between qualification and tangibility

Ha: There is significant relationship between qualification and tangibility

Table no: 4.64.1 Table showing the qualification and service attributes based on

tangibility

N Mean Std.

Deviation

Std.

Error


Mean

Minimum Maximum


less 10th 3 20.6667 2.51661 1.45297 14.4151 26.9183 18.00 23.00

10th/12th 16 22.5625 1.78769 .44692 21.6099 23.5151 19.00 25.00

diploma/ITI 3 22.3333 1.52753 .88192 18.5388 26.1279 21.00 24.00

graduate 19 21.6316 2.54319 .58345 20.4058 22.8574 17.00 25.00

post

graduate 9 22.8889 2.42097 .80699 21.0280 24.7498 19.00 25.00

Total 50 22.1400 2.24981 .31817 21.5006 22.7794 17.00 25.00



.839 4 45 .508



Between Groups 19.439 4 4.860 .957 .440


Total 248.020 49

INFERENCE

A one way between groups analysis of variance has been conducted between

qualification &tangibility. Subject were divided into five groups (group 1: less10th; group 2:

10th/12th; group 3: diploma/ITI 4: graduate 5: PG) There was no significant difference at the

P< 0.05 level for the five groups [f (4, 45) =.957, P= .440] H0 is accepted.

92

TABLE NO: 4.65



Ho: There is no significant relationship between qualification and reliability

Ha: There is significant relationship between qualification and reliability

Table no: 4.65.1 Table showing the qualification and service attributes based on reliability

N Mean Std.

Deviation



less 10th 3 12.6667 2.51661 1.45297 6.4151 18.9183 10.00 15.00

10th/12th 16 11.6875 1.95683 .48921 10.6448 12.7302 9.00 15.00

diploma/ITI 3 12.6667 .57735 .33333 11.2324 14.1009 12.00 13.00

graduate 19 12.3684 1.86221 .42722 11.4709 13.2660 9.00 15.00

post

graduate 9 11.8889 1.36423 .45474 10.8403 12.9375 10.00 14.00

Total 50 12.1000 1.77569 .25112 11.5954 12.6046 9.00 15.00



1.260 4 45 .300



Between Groups 6.419 4 1.605 .488 .745


Total 154.500 49

INFERENCE

An one way between groups analysis of variance has been conducted between

qualification & reliability. Subject were divided into five groups (group 1: less10th; group 2:


P< 0.05 level for the fivegroups [f (4, 45) =.488, P= .745] H0 is accepted.

93

TABLE NO: 4.66



Ho: There is no significant relationship between qualification and responsiveness

Ha: There is significant relationship between qualification and responsiveness



.961 4 45 .438



Between Groups 21.366 4 5.341 .985 .425


Total 265.280 49

INFERENCE

An one way between groups analysis of variance has been conducted between

qualification & responsiveness. Subject were divided into five groups (group 1: less10th; group

2: 10th/12th; group 3: diploma/ITI 4: graduate 5: PG) There was no significant difference at the


Table no: 4.66.1 Table showing the qualification and service attributes based on

responsiveness

N Mean Std.

Deviation

Std.

Error


Mean

Minimum Maximum


less 10th 3 21.0000 1.00000 .57735 18.5159 23.4841 20.00 22.00

10th/12th 16 20.5625 2.60688 .65172 19.1734 21.9516 16.00 25.00

diploma/ITI 3 23.3333 1.52753 .88192 19.5388 27.1279 22.00 25.00

graduate 19 21.3684 2.29033 .52544 20.2645 22.4723 19.00 25.00

post graduate 9 20.8889 2.26078 .75359 19.1511 22.6267 18.00 25.00

Total 50 21.1200 2.32677 .32906 20.4587 21.7813 16.00 25.00

94

TABLE NO: 4.67



Ho: There is no significant relationship between qualification and assurance

Ha: There is significant relationship between qualification and assurance

Table no: 4.67.1 Table showing the qualification and service attributes based on assurance

N Mean Std.

Deviation



less 10th 3 16.3333 .57735 .33333 14.8991 17.7676 16.00 17.00

10th/12th 16 17.3750 2.02896 .50724 16.2938 18.4562 14.00 20.00

diploma/IT

I 3 16.6667 3.21455 1.85592 8.6813 24.6521 13.00 19.00

graduate 19 17.2632 1.99561 .45782 16.3013 18.2250 13.00 20.00

post

graduate 9 16.8889 1.83333 .61111 15.4797 18.2981 14.00 20.00

Total 50 17.1400 1.94842 .27555 16.5863 17.6937 13.00 20.00



1.896 4 45 .128



Between Groups 4.364 4 1.091 .270 .896


Total 186.020 49

INFERENCE

A one way between groups analysis of variance has been conducted between

qualification & assurance. Subject were divided into five groups (group 1: less10th; group 2:



95

TABLE NO: 4.68



Ho: There is no significant relationship between qualification and empathy.

Ha: There is significant relationship between qualification and empathy.

Table no: 4.68.1 Table showing the qualification and service attributes based on empathy

N Mean Std.

Deviation

Std.

Error


Mean

Minimum Maximum


less 10th 3 15.6667 1.52753 .88192 11.8721 19.4612 14.00 17.00

10th/12th 16 17.6875 2.21265 .55316 16.5085 18.8665 14.00 20.00

diploma/ITI 3 18.6667 1.15470 .66667 15.7982 21.5351 18.00 20.00

graduate 19 17.9474 1.95714 .44900 17.0041 18.8907 14.00 20.00

post

graduate 9 18.0000 2.12132 .70711 16.3694 19.6306 15.00 20.00

Total 50 17.7800 2.03329 .28755 17.2021 18.3579 14.00 20.00



1.844 4 45 .137



Between Groups 16.862 4 4.215 1.021 .407


Total 202.580 49

INFERENCE

An one way between groups analysis of variance has been has been conducted between

qualification & empathy. Subject were divided into fivegroups (group 1: less10th; group 2:


P< 0.05 level for the fivegroups [f (4, 45) =1.021, P= .407] H0 is accepted.

96

TABLE NO: 4.69

TABLE SHOWS THE ANOVA BETWEEN INCOME AND SERVICE ATTRIBUTES

BASED ON TANGIBILITY

Ho: There is no significant relationship between income and tangibility

Ha: There is significant relationship between income and tangibility



1.522a 3 45 .222

a. Groups with only one case are ignored in computing the test of homogeneity of

variance for tangibility.



Between Groups 35.514 4 8.878 1.880 .130


Total 248.020 49

INFERENCE

A one way between groups analysis of variance has been conducted between income &

tangibility. Subject were divided into fivegroups (group 1: below Rs25000; group 2: Rs.25000-

Rs.50000; group 3: Rs.51000-Rs75000group 4:Rs76000-Rs.1lakesgroup 5: above Rs.1lakes)

There was no significant difference at the P< 0.05 level for the fivegroups [f (3, 45) =1.880, P=

.130] H0 is accepted.

Table no: 4.69.1 Table showing the income and service attributes based on tangibility

N Mean Std.

Deviation

Std.

Error


Mean

Minimum Maximum


below 25000 22 22.8182 1.65145 .35209 22.0860 23.5504 19.00 25.00

25000-50000 15 22.1333 2.50333 .64636 20.7470 23.5196 17.00 25.00

51000-75000 4 22.0000 2.44949 1.22474 18.1023 25.8977 19.00 24.00

76000-1lak 8 20.7500 2.65922 .94017 18.5268 22.9732 17.00 25.00

Above 1lak 0 0 0 0 0 0 0 0

Total 50 22.1400 2.24981 .31817 21.5006 22.7794 17.00 25.00

97

TABLE NO: 4.70


BASED ON RELIABILITY

Ho: There is no significant relationship between income and reliability.

Ha: There is significant relationship between income and reliability.

Table no: 4.70.1 Table showing the income and service attributes based on reliability

N Mean Std. Deviation Std. Error 95% Confidence Interval for

Mean

Minimum Maximum


below 25000 22 11.9545 1.61768 .34489 11.2373 12.6718 9.00 15.00

25000-50000 15 11.8000 2.07709 .53630 10.6497 12.9503 9.00 15.00

51000-75000 4 12.5000 1.00000 .50000 10.9088 14.0912 12.00 14.00

76000-1lak 1 11.0000 0 0 0 0 11.00 11.00

nil 8 13.0000 1.92725 .68139 11.3888 14.6112 10.00 15.00

Total 50 12.1000 1.77569 .25112 11.5954 12.6046 9.00 15.00



1.085a 3 45 .365

a. Groups with only one case are ignored in computing



Between Groups 10.145 4 2.536 .791 .537


Total 154.500 49

INFERENCE


reliability. Subject were divided into fivegroups (group 1: below Rs25000; group 2: Rs.25000-

Rs.50000; group 3: Rs.51000-Rs75000 group 4:Rs76000-Rs.1lakes group 5: above

Rs.1lakes)There was no significant difference at the P< 0.05 level for the fivegroups [f (3, 45) =

0.791, P= .537] H0 is accepted.

98

TABLE NO: 4.71


BASED ON RESPONSIVENESS

Ho: There is no significant relationship between income and responsiveness.

Ha: There is significant relationship between income and responsiveness.



1.024a 3 45 .391

a. Groups with only one case are ignored in computing the test of homogeneity of variance for

Responsiveness.



Between Groups 14.282 4 3.571 .640 .637


Total 265.280 49

INFERENCE


responsiveness. Subject were divided into five groups (group 1: below Rs25000; group 2:

Rs.25000-Rs.50000; group 3: Rs.51000-Rs75000 group 4:Rs76000-Rs.1lakes group 5: above

Rs.1lakes) There was no significant difference at the P< 0.05 level for the fivegroups [f (3, 45)

=0.640, P= 0.637] H0 is accepted.

Table no: 4.71.1 Table showing the income and service attributes based on responsiveness

N Mean Std.

Deviation

Std.

Error



below 25000 22 20.6818 2.43753 .51968 19.6011 21.7626 16.00 25.00

25000-50000 15 21.6000 2.52982 .65320 20.1990 23.0010 18.00 25.00

51000-75000 4 21.7500 2.36291 1.18145 17.9901 25.5099 20.00 25.00

76000-1lak 1 19.0000 . . . . 19.00 19.00

nil 8 21.3750 1.68502 .59574 19.9663 22.7837 20.00 25.00

Total 50 21.1200 2.32677 .32906 20.4587 21.7813 16.00 25.00

99

TABLE NO: 4.72


BASED ON ASSURANCE

Ho: There is no significant relationship between income and assurance.

Ha: There is significant relationship between income and assurance.

Table no: 4.72.1 Table showing the income and service attributes based on assurance

N Mean Std.

Deviation

Std.

Error



below 25000 22 17.2727 2.07437 .44226 16.3530 18.1925 13.00 20.00

25000-

50000 15 17.5333 1.84649 .47676 16.5108 18.5559 14.00 20.00

51000-

75000 4 16.5000 1.73205 .86603 13.7439 19.2561 15.00 19.00

76000-1lak 1 18.0000 . . . . 18.00 18.00

nil 8 16.2500 1.98206 .70076 14.5930 17.9070 13.00 20.00

Total 50 17.1400 1.94842 .27555 16.5863 17.6937 13.00 20.00



.496a 3 45 .687


Assurance.



Between Groups 11.423 4 2.856 .736 .572


Total 186.020 49

INFERENCE


assurance. Subject were divided into five groups (group 1: below Rs25000; group 2: Rs.25000-

Rs.50000; group 3: Rs.51000-Rs75000 group 4:Rs76000-Rs.1lakes group 5: above Rs.1lakes)

There was no significant difference at the P< 0.05 level for the fivegroups [f (3, 45) =0.736, P=

0.572] H0 is accepted.

100

TABLE NO: 4.73


BASED ON EMPATHY

Ho: There is no significant relationship between income and empathy.

Ha: There is significant relationship between income and empathy.

Table no: 4.73.1 Table showing the income and service attributes based on empathy

N Mean Std.

Deviation

Std.

Error

95% Confidence Interval

for Mean

Minimum Maximum

Lower

Bound

Upper

Bound

below 25000 22 18.1364 2.07698 .44281 17.2155 19.0572 14.00 20.00

25000-50000 15 18.0667 1.70992 .44150 17.1197 19.0136 15.00 20.00

51000-75000 4 17.0000 2.44949 1.22474 13.1023 20.8977 15.00 20.00

76000-1lak 1 17.0000 . . . . 17.00 17.00

nil 8 16.7500 2.31455 .81832 14.8150 18.6850 14.00 20.00

Total 50 17.7800 2.03329 .28755 17.2021 18.3579 14.00 20.00



.790a 3 45 .506


empathy.



Between Groups 15.556 4 3.889 .936 .452


Total 202.580 49

INFERENCE

A one way is important between groups. Analysis of groups has been conducted between

income & empathy. Subject were divided into five groups (group 1: below Rs25000; group 2:

Rs.25000-Rs.50000; group 3: Rs.51000-Rs75000 group 4:Rs76000-Rs.1lakes group 5: above

Rs.1lakes) There was no significant difference at the P< 0.05 level for the fivegroups [f (3, 45)

=0.936, P= 0.452] H0 is accepted.

CHAPTER V

FINDINGS, SUGGESTION

AND CONCLUSION

101

CHAPTER – V

FINDINGS

Finding of customers demographic variable:

The 70% respondents are belongs to Male and 30% of respondents are Female.

Most of the respondents 30% of age are belongs to less than 25, 20% of respondents are

belongs to 36-45, 16% of respondents are belong to 26-35age and 10% of respondents are

belongs to 46-55 years of age.

Most of the respondents 38% are Graduate, 32% of respondents are 10th/12th, 18% are

belongs to Post graduate, 6% of respondents are belong to ITI/ Diploma, 6% respondents

is less than 10th.

The respondents 44% are below 25000, 38% of respondents are belongs to less than

25000-50000, 16% are belongs to 51000-75000, 2% of respondents are belongs to 76000-

1 lakhs of annual income.

Most of the respondents 38% are Salaried, 32% of respondents are others, 16% are

belongs to Business, 8% of respondents are Retried and 6% are belongs to other

Professional.

Finding of customers opinion regarding to service:

Majority of 80% respondents agree that store is very clean and attractive and

36% respondents agree that store contain carry bag.

Most of the respondents 56% are strongly agree that store as sufficient place to shopping

and 58% respondents agree that store staff is easy to identify.

Majority 64% respondents strongly agree that store has displayed offers and 52%

respondents strongly agree that store provides promised delivery.

Majority of 38% respondents agree that staff members are always available in billing

counter and 46 % respondents agree that store had all products available.

The 40% respondents agree that product instantly in the store and 32% are strongly agreed

that queries handled immediately.

102

The 50% respondents agree that personal belonging return and 58% respondents agree that

staff giving individual attention.

Where 48% are agree that customer needs are understand by staff and 56% respondents

strongly agree that exchange product.

Mostly 96% respondent experience promises delivery and 42% of the respondents agree

that error less bill.

Majority 54% of the respondents agree that product delivered without damages and 62%

of the respondents strongly agree that quantities given in requirement.

The 56% of the respondents strongly agree that availability of product packages and 52%

of the respondents strongly agree that store allowed to take own time to shop.

Majority of 90% of the respondents strongly agree that offers provided for product which

is available in store.

Finding of customers satisfaction level in service quality:

Majority 46% of the respondents highly satisfied with store location and 68% of the

respondents satisfied that trolley available in store.

The 28% of the respondents only accept parking facilities of store and 54% of the

respondents satisfied towards brand name of reliance store.

Mostly 46% of the respondents highly satisfied quantity of product in the store and 50% of

the respondent highly satisfied product Varity in the store.

The 50% of the respondents satisfied with billing accuracy and 50% of the respondents

satisfied with price of product in the store.

Majority 48% of the respondents where accept that billing speed is average and satisfied

environment of store.

The 46% of the respondent satisfied quick service in the store and 44% of the respondents

satisfied with staff response the customer.

Majority 62% of the respondents satisfied with staff member assist and guides the

customer. The 58% of the respondents satisfied with staff member understand the

requirement of customer.

103

The 54% of the respondents satisfied with quality product and service and 54% of the

respondents satisfied for product exchange in store.

The 58% of the respondents satisfied that complaints are handling by store staff members.

Mostly 46% of the respondents highly satisfied with convenient operating hour of store

and 44% of the respondent highly satisfied offers/discount of product in store.

Finding using correlation coefficient:

The existing weak positive correlation between customer opinion about services in the

store and customer opinion towards the tangibility attributes of the store.

The correlation between customer opinion about services in the store and customer

opinion towards the reliability attributes of the store are weak positive correlation.


store and customer opinion towards the responsiveness attributes of the store.

The correlation between customer opinion about services in the store and customer

opinion towards the assurance attributes of the store are weak positive correlation.


store and customer opinion towards the empathy attributes of the store.

Finding using t-test

It found there is no significant difference between customer opinion regarding service

attributes of tangibility and gender.


attributes of reliability and gender.


attributes of responsiveness and gender.


attributes of assurance and gender.


attributes of empathy and gender.

104

Finding using ANOVA


attributes and age group.


attributes and qualification.


attributes and income.

Finding using weighted average:

List of first rank in service attributes

Store location is listed as first rank in weighted average.

Store is clean and attractive is also listed as first rank.

The Operating hours of store is satisfied the customer.

The Promised delivery of customer purchasing goods in store.

The Staff members of store understand customers need.

Staff members are not available in all billing counter of store.

Quantities are given as per the customer requirement.

List of last rank in service attributes

Offers and discount are not satisfied most customer.

Staff members not available in all billing counter of store.

The store parking facilities is mostly dissatisfied by customer.

The carry bag (net bag) is not easily identified by customer.

It found that Staff members are not handled customer’s queries immediately.

It found that customer purchase Bills in store has some error.

It found that Offers are not provided for the required products of the customer.

105

SUGGESTION

Company should primarily focus on providing parking facilities for the customer.

Company should make initiative for increase the billing speed of staff members.

Company should introduce more product offers and discount to attract the customers.

Company should make the staff members are available at all billing counter at any time,

all the time in the store.

Company should introduce display or power wing for the carry bag (net bag) in the store.

The descriptive research has to be done on error less billing.

Company should provide training to increase the efficiency of the staff members in the

service level.

106

CONCLUSION

This study states the respondents are satisfying with store location, store environment,

product Varity, time consumption and quality service. The store has to concentrate on the

parking facility which helps to reduce the tension among the customer.

This study is useful to know about retails and it clear that various factors which

influence the customer to purchase the various product by quality. Majority of the customers

expect staff member should available in all billing counter. This study shows that overall

customer is satisfied with this store, in providing the quality service.

107

BIBLIOGRAPHY

1. PRINCIPLES OF MARKETING - PHILIP KOTLER & GARY

2. BASIC MARKTING MANAGEMENT - DOUGLAS J. DALRYMPLE

3. QUALITY MANAGEMENT - DAVID M. LEVINE

4. MARKETING MANAGEMENT - RAJAN SAXENA

5. MARKETING MANAGEMENT -S. JAYACHANRDRAN

JOURNAL

1. JOURNAL OF BUSINESS AND MANAGEMENT

2. INTERNATIONAL JOURNAL OF RESEARCH IN COMPUTER

APPLICATION & MANAGEMENT

3. JOURNAL OF ELECTRONIC COMNERCE RESEARCH

4. INTERNATIONAL JOURNAL OF RESEARCH IN MARKETING

5. INTERNATIONAL JOURNAL OF ELECTRONIC MARKTING AND

RETAILING.

6. INTERNATIONAL JOURNAL OF ONLINE MARKETING (ijom)

7. INDIAN JOURNALS OF MARKETING

WEBSITE

1. WWW.GOOGLE.COM

2. WWW.IOSRJURNALS.ORG

3. WWW.GETITINFOMEDIA.COM

4. WWW.IJRCM.COM

5. WWW.IGI-GLOBAL.COM

http://www.google.com/

http://www.iosrjurnals.org/

http://www.getitinfomedia.com/

http://www.ijrcm.com/

http://www.igi-global.com/

108

QUESTIONNAIRE

(1) Gender : □ Male □ Female

(2) Age Group : □ Less than 25 □ 26 – 35 □ 36 – 45 □ 46 – 55 □ Above 55

(3) Qualification : □ Less 10th □ 10th

/12th

□ Diploma/ITI □ Graduate □ Post

Graduate

□ Others (please specify) ______________________

(4) Monthly Income : □ Below Rs.25000 □ Rs.25000 – Rs.50000

□ Rs.51000 – Rs.75000 □ Rs.76000 – Rs.1 lakes □ Above Rs.1 lakes

(5) Profession : □ Salaried □ Professional □ Business □ Retried


(6) State your opinion regarding the following service attributes based on your shopping

experience

Please tick () 5 or 4 or 3 or 2 or 1 against the appropriate box where;

Where, 5= Strongly Agree; 4= Agree; 3= Neutral; 2= Disagree; 1= Strongly Disagree

S.NO Questions 5 4 3 2 1

Tangibility

7.1 The store is very clean and attractive

7.2 Carry bag and net bag in the stores are easily identifiable

7.3 The store as sufficient place to move around to find the product

7.4 Staff members are very easy to identify

7.5 Offers/discounts are displayed clearly and updated regularly

Reliability

7.6 Promised delivery of quality excellence in every purchase

7.7 Staff members are always available in all billing counter

7.8 All Products are available in all seasons

109

7.9 Customer requests towards products are met out instantly

7.10 Staff members handled customers queries immediately

7.11 Missing of personal belongings by the customers are sort out immediately

7.12 Customers are given individual attention without bias

7.13 Staff members understand customers need

Assurance

7.14 You feel free for exchanging the product

7.15 Promise delivery of service

7.16 Bills are error less

7.17 The product are delivered without any error and damages

Empathy

7.18 Quantities are given as per the customer requirement

7.19 Availability of product packages as per the customer convenience

7.20 Offers are provided for the required products of the customer

7.21 You are allowed to take your own time to shop in the store

(7) Rate your satisfaction level of the following subjective element of Service Quality

Please tick () the appropriate box according to your opinion about this store

Where, 5 = Highly Satisfied; 4 = Satisfied; 3 = Neutral; 2 = Dissatisfied; 1 = Highly

Dissatisfied

SOURCES 5 4 3 2 1

Store Location

Availability of trolley

Loyalty programs (Membership card)

Parking facilities

Brand name

Responsiveness

110

Availability of product quantity

Product Varity

Accuracy of billing

Price

Billing speed

Store environment

Quick service

Response to customers

Staff members assistance and guidance

Understand the requirement

Quality

Product Returns and exchanges

Handling customer complaints

Convenient Operating hours

Offers/ discount

(8) Overall, how satisfied you are with the Reliance Fresh?

□ Highly Satisfied □ Satisfied □ Neutral □Dissatisfied □Highly Dissatisfied

(9) I will strongly recommend this store to my friends and relatives?

□ Strongly Agree □ Agree □ Neutral □ Disagree □ Strongly Disagree

ANNEXURE - I

BIBLIOGRAPHY

BIBLIOGRAPHY

1. PRINCIPLES OF MARKETING - PHILIP KOTLER & GARY

2. BASIC MARKTING MANAGEMENT - DOUGLAS J. DALRYMPLE

3. QUALITY MANAGEMENT - DAVID M. LEVINE

4. MARKETING MANAGEMENT - RAJAN SAXENA

5. MARKETING MANAGEMENT -S. JAYACHANRDRAN

JOURNAL

1. JOURNAL OF BUSINESS AND MANAGEMENT

2. INTERNATIONAL JOURNAL OF RESEARCH IN COMPUTER

APPLICATION & MANAGEMENT

3. JOURNAL OF ELECTRONIC COMNERCE RESEARCH

4. INTERNATIONAL JOURNAL OF RESEARCH IN MARKETING

5. INTERNATIONAL JOURNAL OF ELECTRONIC MARKTING AND

RETAILING.

6. INTERNATIONAL JOURNAL OF ONLINE MARKETING (ijom)

7. INDIAN JOURNALS OF MARKETING

WEBSITE

1. WWW.GOOGLE.COM

2. WWW.IOSRJURNALS.ORG

3. WWW.GETITINFOMEDIA.COM

4. WWW.IJRCM.COM

5. WWW.IGI-GLOBAL.COM

http://www.google.com/

http://www.iosrjurnals.org/

http://www.getitinfomedia.com/

http://www.ijrcm.com/

http://www.igi-global.com/

ANNEXURE - II

QUESTIONNAIRE

QUESTIONNAIRE

(1) Gender : □ Male □ Female

(2) Age Group : □ Less than 25 □ 26 – 35 □ 36 – 45 □ 46 – 55 □ Above 55

(3) Qualification : □ Less 10th □ 10th

/12th

□ Diploma/ITI □ Graduate □ Post Graduate


(4) Monthly Income : □ Below Rs.25000 □ Rs.25000 – Rs.50000

□ Rs.51000 – Rs.75000 □ Rs.76000 – Rs.1 lakes □ Above Rs.1 lakes

(5) Profession : □ Salaried □ Professional □ Business □ Retried


(6) State your opinion regarding the following service attributes based on your shopping

experience

Please tick () 5 or 4 or 3 or 2 or 1 against the appropriate box where;

Where, 5= Strongly Agree; 4= Agree; 3= Neutral; 2= Disagree; 1= Strongly Disagree

S.NO Questions 5 4 3 2 1

Tangibility

7.1 The store is very clean and attractive

7.2 Carry bag and net bag in the stores are easily identifiable

7.3 The store as sufficient place to move around to find the product

7.4 Staff members are very easy to identify

7.5 Offers/discounts are displayed clearly and updated regularly

Reliability

7.6 Promised delivery of quality excellence in every purchase

7.7 Staff members are always available in all billing counter

7.8 All Products are available in all seasons

Responsiveness

7.9 Customer requests towards products are met out instantly

7.10 Staff members handled customers queries immediately

7.11 Missing of personal belongings by the customers are sort out immediately

7.12 Customers are given individual attention without bias

7.13 Staff members understand customers need

Assurance

7.14 You feel free for exchanging the product

7.15 Promise delivery of service

7.16 Bills are error less

7.17 The product are delivered without any error and damages

Empathy

7.18 Quantities are given as per the customer requirement

7.19 Availability of product packages as per the customer convenience

7.20 Offers are provided for the required products of the customer

7.21 You are allowed to take your own time to shop in the store

(7) Rate your satisfaction level of the following subjective element of Service Quality

Please tick () the appropriate box according to your opinion about this store

Where, 5 = Highly Satisfied; 4 = Satisfied; 3 = Neutral; 2 = Dissatisfied; 1 = Highly

Dissatisfied

SOURCES 5 4 3 2 1

Store Location

Availability of trolley

Loyalty programs (Membership card)

Parking facilities

Brand name

Availability of product quantity

Product Varity

Accuracy of billing

Price

Billing speed

Store environment

Quick service

Response to customers

Staff members assistance and guidance

Understand the requirement

Quality

Product Returns and exchanges

Handling customer complaints

Convenient Operating hours

Offers/ discount

(8) Overall, how satisfied you are with the Reliance Fresh?

□ Highly Satisfied □ Satisfied □ Neutral □Dissatisfied □Highly Dissatisfied

(9) I will strongly recommend this store to my friends and relatives?

□ Strongly Agree □ Agree □ Neutral □ Disagree □ Strongly Disagree

Date post:	17-Jul-2015
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