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DECLARATION
I Priyadarsani sahoo student ofRegional college of bio-engineering
& management do here by declare that, the summer internship
project report GREEN CARD OF PANTALOONS.. Submitted
by me is original to the best of my knowledge, under the guidance of
Mr. Swarup Ranjan Prusty .It has not been produced anywhere else or
carried out by anyone else.
Soumya Ranjan Das
08BB17
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CERTIFICATE BY GUIDE
This is to certify that the report of GREEN CARD OF
PANTALOONS Submitted by Mr. Soumya Ranjan Das Redg. No.
MB03041. International school of Business Management,
Bhubaneswar, Orissa. In Partial Fulfillment of the Requirement for
the Award of the Degree of Post Graduate Diploma in management
(PGDM) is bonafied of the work carried out by him under my
supervision and guidance.
Swarup Ranjan Prusty
Faculty of Marketing
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AKNOWLEDGEMENT
I gratefully acknowledge that the authorities of
International school of Business Management for giving their
wide co-operation for the completion of the project.
I express my deep sense of gratitude to our project guide
Mr. Swarup Ranjan Prusty who constantly guided & advised in
successful completion of this project.
SOUMYA RANJAN DAS
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PREFACE
Today every one in the society is totally dependent upon the retail
malls for shopping, as they are time bound and they dont have
enough time to go to the market and purchase things of the daily life
needs. So with the emergence of the retail malls etc it has become
easier for them to have all the shopping in one destination where they
can purchase any thing required for the daily fulfillment of needs.
This survey throw light on the different facilities and services that the
retail hubs are providing to the customers to satisfy their needs. They
have become a part of their daily life where they can meet their need
immediately and with convenience. These mall has made their life
easier and with the unique services they have created a separate image
in the minds of the customers. Lastly I want to thank the people who
had supported me in the whole process and my special thanks to my
Internal & external guide for their kind support and also to the
customers for their co operation which helped me in completing my
research work..
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CONTENTS
CHAPTER 1: Introduction
1.1 Introduction
1.2 Objective of the study
1.3 Scope of the study
1.4 Relevance of the study
1.5 Methodology adopted
1.6 Organizational profile
CHAPTER 2: Literature Review
CHAPTER 3: Analysis & interpretation of data
CHAPTER 4: Conclusion
1.1 Findings
1.2 Conclusion
1.3 Suggestions
Bibliography
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CHAPTER 1
Introduction
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INTRODUCTION
Retail is a hot word now days. Now you can hear this word from the
mouth of everybody. But still the word is not clear to so many people.
Many people shop from mall environment but they dont know
exactly what retail is? Even many employees those who works in
retail field they also dont know exactly what retail is and what is the
concept of retailing and how it originated and what are the future
prospects of retail in India? The word retail has been derived from the
French word retailer, which means to cut off a piece or break the
bulk. Otherwise, it is the first point of customer contact. Even now
also 95%of Indian retail market is unorganized and only 5% is
organized. In un-organized retail there is less merchandise the product
line and the depth is very narrow. . Due to the change in lifestyle and
living pattern also rising of the disposable incomes the current
customers are getting more sophisticated and also service oriented.
Today they dont want only the items that will satisfy their need they
also see how much it will add the value.
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RETAIL GLOBAL SCENARIO
In the year 2000 the global retail market was 8144.2billion$ and
during the year 2009 it will be around12104.00billion$.The united
state of America dominates the world retail market and accounts
for32.3% of the global retailing group. Europe generates30.8%, Asia
pacific25.6% and the rest of the world11.20%.In the world Wal-Mart
is regarded as the top retailer having different format. Following table
shows 15 largest retailer of the world.
The significance of retail is important not only for the reason that it
contributes towards various economy but also for the fact that it
contributes towards the employment also. In country like India where
retail is a new concept also we can find6-7% ofthe employment.
Share of retailing in total employment in selected
country:
Country Share of retail in total
employment
India 6-7%
China 6%
Poland 12%
Brazil 15%
U.S.A 11.7
Korea 18%
U.K 11%
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The worlds biggest employer:
Global rank Retailer Number of employee
1 Wal-mart 17 00 000
314 McDonalds 438000
22 Carrefour 430000
82 Target 292000
67 Kroger 289000
34 Home depot 273000
132 Sears Roebuck 247000
54 Tesco 242980
105 Albert sons 241000
42 Metro 208616
RETAIL INDIAN SCENARIO
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Indian Retail Industry is ranked among the ten
largest retail markets in the world. The Indian consumer in terms of
Choice Preference, Value for Money and the emergence of
organized retail formats have transformed the face of Retailing in
India. Today India has the highest shop density in the world and the
present retail market in India is estimated to be US$ 200 billion of
which only 3% (around US$ 64 billion) is in the organized Sector.
With the organized retail segment growing revenues from the sector
are expected to triple from the current US$ 7.7 billion to US$ 24
billion by 2010. The share of modern retail is likely to grow from its
current 3 per cent to15-20 percent over the next decade. 85 per cent of
organized retailing is taking place in Indias urban areas while 66 per
cent of it taking place in Indias 6 main cities alone. The growth is
much faster in south India than in northern states. The total retail
market in south India is $94 billion and of this organized retail is $8.5
billion.
organised
un-organised
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Future Group Company Profile
Future Group is Indias leading business group that caters to the
entire Indian consumption space. Led by Mr. Kishore Biyani, theFuture Group operates through six verticals: Retail, Capital,
Brands, Space, Media and Logistics.
Apart from Pantaloon Retail, the groups presence in the retail
space is complemented by group companies, Indus League
Clothing, which owns leading apparel brands like Indigo Nation,Scullers and Urban Yoga, and Galaxy Entertainment Limited that
operates Bowling Co, Sports Bar, F123 and Brew Bar.
The groups joint venture partners include French retailer ETAM
group, US-based stationary products retailer, Staples and UK-based
Lee Cooper. Group Company, Planet Retail, owns and operates the
franchisee of international brands like Marks & Spencer; Next,
Dagenhams and Guess in India. The groups Indian joint venture
partners include, Manipal Healthcare, Talwalkars, Blue Foods and
Liberty Shoes.
Future Group Manifesto
Future the word which signifies optimism, growth,
achievement, strength, beauty, rewards and perfection. Future
encourages us to explore areas yet unexplored, write rules yet
unwritten; create new opportunities and new successes. To strive
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for a glorious future brings to us our strength, our ability to learn,
unlearn and re-learn our ability to evolve.
We, in Future Group, will not wait for the Future to unfold itself
but create future scenarios in the consumer space and facilitate
consumption because consumption is development. Thereby, we
will effect socio-economic development for our customers,
employees, shareholders, associates and partners. Rewrite rules,
Retain values.
Future Group Vision
Future Group shall deliver Everything, Everywhere, Every time for
Every Indian Consumer in the most profitable manner.
Future Group Mission
- We share the vision and belief that our customers and
stakeholders shall be served only by creating and executing future
scenarios in the consumption space leading to economic
development.
- We will be the trendsetters in evolving delivery formats, creating
retail realty, making consumption affordable for all customer
segments for classes and for masses.
- We shall infuse Indian brands with confidence and renewed
ambition.
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- We shall be efficient, cost- conscious and committed to quality in
whatever we do.
- We shall ensure that our positive attitude, sincerity, humility and
united determination shall be the driving force to make us
successful.
Core values
- Indian: confidence
Core values
- Indian: confidence in ourselves.
- Leadership: to be a leader, both in thought and business.
- Respect & Humility: to respect every individual and be humble in
our conduct.
- Introspection: leading to purposeful thinking.
- Openness: to be open and receptive to new ideas, knowledge and
information.
- Valuing and Nurturing Relationships: to build long term
relationships.
- Simplicity & Positivity: Simplicity and Positivity in our thought,
business and action.
- Adaptability: to be flexible and adaptable, to meet challenges.
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- Flow: to respect and understand the universal laws of nature.
Board of Directors
Managing Director
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Kishore Biyani is the Chief Executive Officer of Future Group and
Managing Director, Pantaloon Retail India Ltd. He started off his
entrepreneurial career with manufacturing and distribution of branded
mens wear products. As the CEO of Future Group, Kishore Biyanileads the groups presence across the Indian consumption space.
FUTURE GROUP
We are best placed to capture the story of the great Consumer.
We are moving beyond retail.
We will dominate the entire consumer space.
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We will provide everything, everywhere, every time for every
Indian consumer in the most profitablemanner
So that every time a customer needs anything, anywhere it will beavailable through us. Our vision also to satisfy whatever there want,
we must fulfill it.
OBJECTIVE OF THE STUDY
1. Whether they know about the green card facility.
2. Whether green card has helped the customers to gain the desiresatisfaction from shopping in pantaloon.
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3. To make the people know about the green card facility andmotivate them to open a green card.
4. To make the customers know about the different benefits theycan get from the green card.
5. To know how the service industries really survives in the marketby their service orientation towards their customers.
6. First and foremost objective is to know the buying pattern ofpeople of Bhubaneswar.
7. To know how much people shop with green card and withoutgreen card.
8. To know the Internal and External influencers in the time ofpurchasing.
9. To know daily needs and wants.
10.To know the brand preference of the customer.
11.To know the quality of items which is available in here.12.To know the perception of the consumers about the green card13.To know which makes customer more delight to shop.
SCOPE OF THE STUDY
1. To know the reality of the service industry.
2. To know the strategies implemented in pantaloon to improve the
sales and customer satisfaction.
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3. To know how to treat your customers and how to tackle them
when necessary.
4. To know about different kinds of customers and their behavioral
pattern.
RELEVANCE OF THE STUDY
The relevance of the study was to see the impact of green card on the
business of Pantaloon. The insertion of the green card facility has
added an extra benefit to attract new customers to avail the facilities
of pantaloon during the seasons. This had helped pantaloon to create
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more customers in return helped pantaloon to generate more revenue
in the same process helped improve his status in the market. People
from different background are becoming a part of pantaloon through
availing the green card facility.
Green card has helped the customers to get discounts on their favorite
brands and apparels which they can get at the off seasons and
aswellas during the festive seasons. Through availing this green card
they are being informed through SMS about the discount they can
avail.
This is a unique service provided by pantaloon other than theircompetitors and this has become their USP. So from the above study I
found that green card has positively effected the business of
pantaloon and I hope it will do in the future also.
RESEARCH METHODOLOGY
SOURCES OF DATA: I have used both primary and secondary
data for completing my project.
METHOD: The method I have used is questionnaire and
observation at the store.
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OBSERVATION QUESTIONNAIRE
SAMPLING: I have used random sampling method.
SAMPLE SIZE: For primary data collection I have taken a sample
size of 100.
FIELD LOCATION: All my fieldwork is done in Pantaloon atBhubaneswar, Orissa.
OUR MISSION
We share the vision and belief that by improving our performance
through INNOVATIVE SPIRIT AND DEDICATION, We shall
serve our customers and holders and stake holders satisfactorily.
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DATA COLLECTION
METHOD
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We shall infuse Indian brands with confidence and renewed
ambition.
We shall be efficient, cost- conscious and committed to quality inwhatever we do.
We shall ensure that our positive attitude, sincerity, humility and
united determination shall be the driving force to make us successful.
Core Values:
Indianans: confidence in ourselves.
Leadership: to be a leader, both in thought and business.
Respect & Humility: to respect every individual and be honour
in our conduct Introspection: leading to purposeful thinking.
Openness: to be open and receptive to new ideas, knowledge
and happiness.
Valuing and Nurturing Relationships: to build long term
relationship.
Simplicity & Positivist: Simplicity and positivist in our
Business and actions.
Major Milestones
1987 :Company incorporated as Manz Wear Private Limited. Launch
of Pantaloons trouser, Indias first formal trouser brand.
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1991 : Launch of BARE, the Indian jeans brand.
1992 : Initial public offer (IPO) was made in the month of
May.
1994 : The Pantaloon Shoppe exclusive menswear store in
franchisee format launched across the nation. The company starts
the distribution of branded garments through multi-brand retail outlets
across the nation.
1995 : John Miller Formal shirt brand launched.
1997 : Pantaloons Indias family store launched in Kolkata.
2001 : Big Bazaar, Is se sasta aur accha kahi nahin - Indias first
hypermarket chain launched.
2002 : Food Bazaar, the supermarket chain is launched.
2004 : Central Shop, Eat, Celebrate in the Heart of Our City -
Indias first seamless mall is launched in Bangalore.
2005 : Fashion Station - the popular fashion chain is launched
All a little larger - exclusive stores for plus-size individuals is
Launched.
2006 : Future Capital Holdings, the companys financial
arm launches Real estate funds Kshitij and Horizon and private
equity fun.Indivision. Plans forays into insurance and consumer
credit.
.
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Product and services
The delivery formats that belong to the company and its
partners.
1 pantaloons
2 Central
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3 Big Bazaar
4 Food Bazaar
5 Fashion Station
6 All7 Chamois
8 Fuel
9 Books, Stationery and Music
10 Communications
11 Wellness
12 E-tailing
13 Home Solution Retail
14 E-ZONE
15 Indus league- Stores
16 JV With liberty
Big Bazaar
if value for money is what drives your purchase; there can be
no better place for you other than Big Bazaar
Blue sky
Accessories like never before....get the best in sunglasses and
watches at your kind of prices.
Central
A showcase, seamless mall for all your needs. Located in the
heart of your city, Central invites you to Shop, Eat, and
Celebrate.
Fashion Station
Fashion Station takes fashion a notch higher in the value
segment... for the ones who have an eye for it.
Gini and Jony is a lifestyle brand with a radical approach
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to kids fashion. The brand caters to an age group of 2 to 16
years, that is uber chic, style conscious and stresses on a
head to toe fashion concept.
ORGANISATIONAL PROFILE
Pantaloon Retail (India) Limited, is India's leading
retail company with presence across multiple lines of
businesses. The company owns and manages multiple retail
formats that cater to a wide cross-section of the Indian society
and is able to capture almost the entire consumption basket of
the Indian consumer. Headquartered in Mumbai (Bombay), the
company operates through 5 million square feet of retail space,
has over 331 stores across 40 cities in India and employs over
17,000 people.
The companys leading formats include
Pantaloons, a chain of fashion outlets, Big Bazaar, a uniquely
Indian hypermarket chain, Food Bazaar, a supermarket chain,
blends the look, touch and feel of Indian bazaars with aspects
of modern retail like choice, convenience and quality and
Central, a chain of seamless destination malls. Some of its
other formats include, Depot, Shoe Factory, Brand Factory,
Blue Sky, Fashion Station, all, Top 10, m-Bazaar and Star and
Sitara. The company also operates an online portal,
futurebazaar.com.
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A subsidiary company, Home Solutions Retail
(India) Limited, operates Home Town, a large-format home
solutions store, Collection , selling home furniture products
and E-Zone focused on catering to the consumer electronics
segment.
Pantaloon Retail was recently awarded the
International Retailer of the Year 2007 by the US-based
National Retail Federation (NRF) and the Emerging Market
Retailer of the Year 2007 at the World Retail Congress held in
Barcelona. Pantaloon Retail is the flagship company of Future
Group, a business group catering to the entire Indian
consumption space
The company was first to launch a hyper market in India
with Big Bazaar.
It is a part of future group venture.
Mr. Kishore Biyani is the M.D of Pantaloon Retail India
Ltd.
It has been awarded as the most admired retail company
of 2007& 2008
In 2006 it got the award of Asia Pacific best of the best
retailer
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Pantaloons in Bhubaneswar city is situated near Trupti
filling station at saheed Nagar.
Pantaloon launched its 2nd largest store in Bhubaneswar of
the country.
Aiming of extra 10% market share by 2009.
The company is planning invest around Rs. 150cr. for
home town-Kishore Biyani, M.D. of Pantaloon.
Pantaloon store will become preferred destination for
fashion conscious people of the city-Sandeep Marwah,
East Zone operation head.
The company held the advantage as it has its own 17
brands in lifestyle segment which would be sold in the
store.
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The store was 35th unit spreading across 16 cities of the
country-Sanjeev Agrawal, CEO of PRIL.
PRODUCT MIX It is the set of all product and items of a particular
seller offer for sale. It consists of various product lines.
Pants, shirts, sharee, salwar , Rice, pulses, wheat,
sugar TV, Laptops, DVD player, Freeze, washing machine,
mobile , Shoe, watches, sunglass Utensils, antique goods,
Cosmetics etc.
Ladies Wear
Top wear, bottom wear, jeans, shirts, trousers, 3-quarter,
shorts, T-shirts, cargos
Brands
Party Wear: - Honey, 109 & ANNABELLE.
Ethnic Wear: - Rangmanch, Akriti, Trisha, Biba.
Casual Wear - Ajile, Rig, UMM, Honey, Bare, scullers, Pepe
jeans, Lee-cooper, Levis, Jealous, Upper class, Spykar, Urban
Yoga.
Formal Wear - Annabelle, Scullers,Lombard,Urbana, F factor,
Turtel.
Ladies Accessories
Belts, Jewellery (earrings, necklace), watches, hand bags
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All for plus size Women
Formal Top Wear, Bottom Wear
Casual T-shirts, Kurtas, cargos, Jeans.
Mens Apparel
Shirts, Trousers, Casual Shirts, Casual Trousers, Jeans, Cargos,
3-quarter, shorts, T-shirts, Short shirts, Suits & Blazer, Kurtas,
Pajamas, Long Kurtas, Ethnic Wear.
Brands
Formal Wear John Miller, Lombard, Turtle, Indigo Nation,
Urbana, Scullers.
Casual Wear -Rig, Bare denim, UMM, JM sports (PNT), Pepe,
Indus league (Urbana, Indigo-nation, scullers, Reebok, Nike,
agile, Lee, Lee-Cooper, Levis, CELIO
Ethnic Wear Manyavar & Akriti
Party Wear Turtle & F FACTOR
Mens Accessories
Hanky, hand bags, purse, belt, Undergarments
Brands
John Miller, Tommy Hilfiger, Jockey, Turtle, Rig Borne, Levis.
Sports Planet
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T-shirts (Polo Neck, Round Neck, V-Neck), Loose paints, 3-
quartes, caps, shoes, shocks, track paints, track suits,
swimming costume, Tennis Racket, Badminton racket, Bats,
Wrist band
Brands
Puma, Reebok, Addidas, Nike, Canvass,, Ajile
Foot Wear
Shoes, shocks, sandals, slippers
Brands
Mens Lee-Cooper, ID, Liberty,, JKM, woodland,
Ladys class apart, Catwalk, Figares, Filex, Liberty, Torreny,
Hype, lady Comfort, Lee-Cooper, Mardigass,
E-Zone
1. Experience Zone
Television (CTV, LCD), Music System, Home Theatre, Multi
Media Speaker.
Brands
LG, Sony, Samsung, Philips, Onida, Koryo, Sansui (PNT
Brands) Jamo, Onkio, Yamaha.
2. Liberation Zone
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I pod, MP3 Players, Cameras (Digital, Handicam), Mobile,
Mobile accessories9Pen Drive, batteries, ear Phone), laptops,
Printers, Game
Brands
Apple, Sony, Cannon, JVC, Polaroid, Nokia, Panasonic, Hp,
Acer, Lenovo, Sahara, X-box 360
3. Home Zone
Television (LCD, CRV), Refrigerator, Microwave Oven, Washing
Machine, Air Conditioner, Iron, Mixer Grinder, Coffee Maker,
Water Purifier, Ladies Shaver, Laptops
Brands
LG, Samsung, Hitachi, Whirlpool, Koryo, Bajaj, Murphie
Recharge, Eureka-Phoebes, Maharaja, Sensei, Koryo
5. Kids & Infants
T-Shirts, Set (Top Wear, Bottom Wear), shirts (Long, short),
Trousers, 3-quarter, cargos, Dungarees, Kurtas, Pajamas,
frocks, Ghagra choli.
Brands
Chalk, bare, Akriti, Liliput, Ginny & Johnny, Levis, Barbie,
Cartoon Network,
6. Infant Necessities
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Feeding bottles, Training Cups, Dippers, Wet Wipes, baby
carrier, baby outgoing bags, oil cloth, baby bed sheet, baby
potty, carry cord, soap bag, mitten and batten set, Gel teether,
milk powder, container, gel teether, Milk Powder Container,
Cap, Medicine Dropper, Sipper Cup, Shoes, Shocks, bottle
wash, clothing detergent, Pram, baby car, walker, High Chairs,
Bouncer, Steam Sterilizer, Bottle Warmer, Comb, Bath Tub
7. Toys
Creative, Infant, Soft Toys, Dolls, Car (battery operated and
manual), Board games
8. Mela (for Home Dcor Items)
Bed Linen, Bath towels, Bed Cover, Bed sheet, Table Cover,
9. Home Dcor
Crockery items (glass, bowls, mugs, dinning set, coffee set),
vases, articles, Images, paintings, Lamp Stands, decorative
stones, room freshener.
Product class
A group of products having a certain coherence or function.
Garments, Grocery, Apparels, Home & personnel lifestyle, E-
zone, Product line
A group of products within the product class
that are closely related
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GARMENTSSOAP
Louis Philippe LuxUMM Liril
scullers DoveLombard RexonaJohn Millar peersTurtleBARE DENIMLEVISPEPE JEANS
Some of the milestones that Pantaloons
has achieved over the years are:
1997 Pantaloons opens its first store at Gariahat in
Kolkata
2001 Pantaloons launches the sixth store and establishes
its presence across all four regions of the country
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2003 Pantaloons gets exclusive rights for official cricket
merchandise for the ICC World Cup
2004 - Pantaloons bags exclusive license in India for the
international brand UMM (Underground Music Movement)
from Moda Musica, Italy
2006 - Bipasha Basu and Zayed Khan become celebrity
endorsers
2007 Pantaloons becomes the title sponsor for Femina
Miss India Contest; the association will continue till 2009
March 2007 - Launches 7 new stores in a single month,
including the largest one - 80000 sq.ft at Kakurgachi,
kolkata
August 2007 - The stores in Kolkata create a record in
fashion retail by billing Rs. 3 Cr in a single day.
Pantaloons have also made exclusive movie merchandisefor films like Na Tum Jano Na Hum, Main Prem Ki Diwani
Hoon, Kya Kool Hain Hum, Krrish and Ta Ra Rum Pum.
Over the years, the customer recognizes Pantaloons as a store
that stands for Fresh Fashion and represents A Fresh Look,
Feel & Attitude!
Pantaloons have consistently kept its imagery as a fashion
trendsetter. This is consistently driven in both the store fashion
merchandise that is available at the stores and the imagery
that is created for the brand.
History of Pantaloon
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Pantaloon Retail (India) Limited was incorporated on 12
October 1987 as Manz Wear Private Limited; converted into a
public limited company on 20 September 1991; and on 25
September 1992 the name was changed to Pantaloon Fashions
(India) Limited. At the same time it went public and today it
has approximately 14,000 shareholders. It later changed its
name to Pantaloon Retail (India) Limited on 7 July 1999.
Pantaloon Retail (India) Limited, is Indias
leading retailer that operates multiple retail formats in both the
value and lifestyle segment of the Indian consumer marker.
Headquartered in Mumbai (Bombay), the company operates
over 5 million square feet of retail space, has over 450 stores
across 40 cities in India and employs over 18,000 people.
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CHAPTER 2
Literature Review
Marketing is the process by which companies create customer interestin goods or services. It generates the strategy that underlies salestechniques, business communication, and business developments. It is
an integrated process through which companies build strong customerrelationships and creates value for their customers and for themselves.
Marketing is used to identify the customer, to satisfy the customer,and to keep the customer. With the customer as the focus of itsactivities, it can be concluded that marketing management is one ofthe major components ofbusiness management. Marketing evolved tomeet the stasis in developing new markets caused by mature marketsand overcapacities in the last 2-3 centuries. The adoption ofmarketing strategies requires businesses to shift their focus from
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http://en.wikipedia.org/wiki/Customer_relationship_managementhttp://en.wikipedia.org/wiki/Customer_relationship_managementhttp://en.wikipedia.org/wiki/Customerhttp://en.wikipedia.org/wiki/Customerhttp://en.wikipedia.org/wiki/Marketing_managementhttp://en.wikipedia.org/wiki/Outline_of_business_managementhttp://en.wikipedia.org/wiki/Mature_markethttp://en.wikipedia.org/wiki/Overcapacityhttp://en.wikipedia.org/wiki/Customer_relationship_managementhttp://en.wikipedia.org/wiki/Customer_relationship_managementhttp://en.wikipedia.org/wiki/Customerhttp://en.wikipedia.org/wiki/Customerhttp://en.wikipedia.org/wiki/Marketing_managementhttp://en.wikipedia.org/wiki/Outline_of_business_managementhttp://en.wikipedia.org/wiki/Mature_markethttp://en.wikipedia.org/wiki/Overcapacity8/6/2019 Vicky Project 111
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production to the perceived needs and wants of their customers as themeans of stayingprofitable.
The term marketing conceptholds that achieving organizational goals
depends on knowing the needs and wants of target markets anddelivering the desired satisfactions.It proposes that in order to satisfyits organizational objectives, an organization should anticipate theneeds and wants of consumers and satisfy these more effectively thancompetitors.
SERVICE IS ANY ACT OR PERFORMANCE THAT ONE PARTY
CAN OFFER TO ANOTHER THAT IS ESSENTIALLY
INTANGIBLE AND DOES NOT RESULT IN ANY OWNERSHIP
The Service marketing mix involves analyzing the 7p of marketing
involving, Product, Price, Place, Promotion, Physical Evidence,
Process and People.
People
An essential ingredient to any service provision is the use ofappropriate staff and people. Recruiting the right staff and trainingthem appropriately in the delivery of their service is essential if the
organization wants to obtain a form of competitive advantage.Consumers make judgments and deliver perceptions of the service based on the employees they interact with. Staff should have theappropriate interpersonal skills, attitude, and service knowledge to
provide the service that consumers are paying for. Many Britishorganizations aim to apply for the Investors in People accreditation,which tells consumers that staffs are taken care off by the companyand they are trained to certain standards.
Process
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Refers to the systems used to assist the organization in delivering theservice. Imagine you walk into Burger King and you order a WhopperMeal and you get it delivered within 2 minutes. What was the processthat allowed you to obtain an efficient service delivery? Banks thatsend out Credit Cards automatically when their customers old onehas expired again require an efficient process to identify expiry datesand renewal. An efficient service that replaces old credit cards willfoster consumer loyalty and confidence in the company.
Physical Evidence
Where is the service being delivered? Physical Evidence is theelement of the service mix which allows the consumer again to make
judgments on the organization. If you walk into a restaurant yourexpectations are of a clean, friendly environment. On an aircraft ifyou travel first class you expect enough room to be able to lay down!Physical evidence is an essential ingredient of the service mix;consumers will make perceptions based on their sight of the service
provision which will have an impact on the organizations perceptualplan of the service
The Characteristics of a service that are:
(1) Lack of ownership
(2) Intangibility
(3) Inseparability
(4) Perishability
(5) Heterogeneity.
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CHAPTER 3
Analysis & Interpretation of
data.
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Segmentation of Pantaloons
Segment the market on the basis of Demographic
Age & Sex
Under such concern pantaloon BBSR provide different
material to different age group people like
Mens formal
Mens causal
Mens Suits &Blazer
Mens party & Ethnic
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Mens active wear
Womens casual
Womens formal
womens ethnic
womens young fashion
womens party wear
kids wear
toys
Infants
on the basis of income
TARGETING
The way of divide the product as segmentation, analyzing
the product and its positioning to a class is called
targeting.
Selecting the segments:
Single segment concentration
Selective specialization
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Product specialization
As single segment concentration all the products of
pantaloon are preparing for only high income class.
As market specialization it fulfills all types of demand for
the youth. It provides both simple as formal and
fashionable with variety of style, targeting to youth.
Positioning of pantaloon
PRIL positioned mainly through hoarding, print media,
electronics media
It creates position in target customer mind through
providing different service.
They introduced Future T.V in their malls. Green card
membership.
Freshness guaranteed
It signals toward the emergency of fresh quality.
Fashion has to be always new, fresh vibrant and different
which is providing by pantaloon.
They positioned in the customer mind that we areproviding quality & value for money that is our guarantee.
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Punch line of pantaloons
0.1Green Card0.1.1 According to Pantaloons Green Card Program Your Green Card is
your passport to a whole new world of exclusive benefitsand privileges.
Instant discount* for every time you shop atPantaloons
Exclusive shopping days to get hold of latestmerchandise Regular updates on collections and promosvia catalogues, sms and email Special invites to the most happening events Extended exchange periods and
complimentary drops for alterations Exclusive billing counters and much mor
1 Star Members
Gift Voucher worth Rs. 200
3 Star Members
5% discount on every
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on enrolment. purchase..
5 Star Members
An exclusive 7.5% discounton every purchase..
7 Star Members
A whopping 10%discount on everypurchase
Membership Validity
1 Star card is valid for a period of 2 year from the date of
enrolment. 3,5 and 7 star cards are valid for a period of one
year from the date of upgrad.
Membership Renewal
Purchase worth Rs 8000/- within 2 year of card issue date and
retain a 1 star status.
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Purchase worth Rs 8000/- within 1 year of card issue date and
retain a 3 star status.
Purchase worth Rs 20,000/- within 1 year of card issue dateand retain a 5 star status.
Purchase worth Rs 40,000/- within 1 year of card issue date
and retain a 7 star status.
Benefits 7 Star 5 Star 3 Star 1 Star
Discounts on allSubsequent
Purchases
10% 7.5% 5%
Gift Voucherworth Rs
200/- on newenrolment.
UpgradeEnrolment
UpgradeKit
No No No
Add-on cards toFamily members
2 2 1 1
End-of-Seasonsale Preview
Yes Yes Yes Yes
Green Channel Yes Yes Yes Yes
Green Drop Yes all Yes all No No
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Year round
Year roundexcept End -of Season
Sale.
HIERARCHY OF PANTALOON
The organization hierarchy of pantaloon is as follows.
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SM
ASM
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1
CHAPTER 4
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DM
AGM
TL
TM
TTM
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CONCLUSION
Analysis and Graphical Representation of Data:-
1.Do you know anything about green card facility of
Pantaloons?
YES 70NO 30
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Green card facility of Pantaloons
0%
0%
70%
30%
2. If yes do you have a green card?
YES 60NO 40
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You have a green card?
0%0%
60%
40%
3. If no do you like to know something about green
card?
YES 40NO 60
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Do you like to know something about
green card?
0%0%
40%
60%
4. Do you like the facility provide by green card of
Pantaloons?
YES 60
NO 40
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Do you like the facility provide by green
card of Pantaloons?
60%
40%
0%0%
5. Do you get regular update about the new offering of
green card?
YES 63
NO 37
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You get regular update about the new
offering of green card?
0%0%
63%
37%
6. Do you get any personal attention by the sales
person as you are having green card facility?
YES 90
NO 10
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Any personal attention by the sales
person?
0%0%
90%
10%
7. How you will rate your satisfaction with our service?
EXCELLENT 18 VERYGOOD 58
GOOD 20 AVERAGE 03
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Satisfaction with our service
18%
59%
20% 3%
EXCELL
VERYG
GOOD
AVERA
8. How you will rate the total facility provided by
Pantaloons?
EXCELLENT 27 VERYGOOD 40
GOOD 23 AVERAGE 10
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Rate of the facility provided by
Pantaloons....
27%
40%
23%
10%
EXCEL
VERYG
GOOD
AVER
CONCLUSION
The customers are not influenced by the others , they aretaking their own decisions.
Customer service at Pantaloons is good but still it has tomake more & more perfect and service oriented.
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Customers are price sensitive , they prefer to buy fromthat place where they will get the maximum discountswith cheaper rates.
Customer always like to purchase with offers. Likewise,
sales period offers which was promoted on summerseason.
A lot many complains are coming about product defectas a result there is more sales return. so as soon aspossible you take care because a large retailer comes tothe market.
Staffs must attend the customer and not wait forcustomers approach.
The product range should be increased which gives a
various range to customers. staffs should behave properly to the customers. Staffs are not very much familiar with the visual
merchandise. Some of the customers are price conscious, where some
of them are brand conscious and some of them are verytime conscious.
If the customers have faced any kind of problem then we
will try to solve their problem as soon as possible then hewill be our loyal customers. Stocks must be properly arranged in the section. Low range fabrics are not qualitative. Price is high on the basis of quality. Here lady customers plays a vital role to purchase
product. If they convinceonce than total market we can tap.
SUGGESTIONS
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It is being concluded that they should implement
the green card facility to all the products that may
be the grocery products also.
The price of the other product that are of its own
should be reduced a bit.
Discounts should be provided more to attract new
customers.
They should focus more on service and how to
improvise them further. Green card should be discounted to all the product
of pantaloons.
The discount margin should be more.
Salesman should behave well with the costumer.
ANNEXURE
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1. Do you know anything about green card facility of
Pantaloons?
2. If yes do you have a green card?3. If no do you like to know something about green card?
4. Do you like the facility provide by green card of
Pantaloons?
5. Do you get regular update about the new offering of
green card?6. Do you get any personal attention by the sales person
as you are having green card facility?
7. How you will rate your satisfaction with our service?
8. How you will rate the total facility provided by
Pantaloons?
Bibliography:-
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Retail management-Swapna Pradhan
It happened in India- by Kishore Biyani
Websites:-
www.pantaloon.com
www.pwc.com
www.google.com
http://www.pantaloon.com/http://www.pwc.com/http://www.google.com/http://www.pantaloon.com/http://www.pwc.com/http://www.google.com/