a project report on to know the awareness of the customers towards vishal mega mart

TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL MEGA MART.

EXECUTIVE SUMMARY

It is very important for any company to know how the customers perceive their products

and services. It is customer’s perception which influences the products and services

offered by the organization. If the organizations make an attempt to find the customers

perception then, depending upon the feed back received, if required, it can alter its

product/s accordingly. In today’s competitive scenario understanding the customer’s

perception has been receiving increasingly importance and it has became one of the most

important tasks for the successful organizations.

To be a successful marketer it is necessary to recognise the changing needs of the

customers and always be adaptive to tailor the product/s and/or services to satisfy

customers need more effectively and efficiently than the competitors to achieve highest

customers satisfaction ranking.

.Different customers have different experiences and perceptions towards the brand,

understanding these differences and rendering what the customers need is very vital for

the survival and the growth of the organization.

In this study an attempt is made to understand the customer perceptions so that the

company can improve upon the areas where the customers do not have good perceptions

by way of adopting various promotional tools.

Ascertaining customer’s perception becomes very complicated. Lot of complications are

involved in ascertaining the perception. It is very difficult to understand how the

customers perceive. So understanding the customer’s perception helps to the company to

improve itself in many areas.

Babasabpatilfreepptmba.com 1


COMPANY PROFILE

Vishal retail Ltd is the largest market retail chain in India with more than 175 stores in

24 states & 104 citiesacross India.Retailing, in commerce, consists of buying goods or

products in large quantities from manufacturers or importers, either directly or through a

wholesaler, & then selling individual items or small quantities to the general public or

end user customers, usually in a shop, also called stores. Retailers are at the end of supply

chain that link manufacturers, wholesalers, other suppliers and the final consumers.

Marketers see retailing as a part of their overall distribution strategy. Manufactured goods

are worthless until they pass through acid test of retail distribution

. The Vishal brand is known for great modern style for men,

women and children. Vishal offers high level fashion styling. Since 1986, our name has

been synonymous with quality, value and fashion integrity. We offer an unparalleled

collection of clothes for the entire family. Each garment is hand selected for quality and

contemporary styling. Vishal manufactures majority of its own garments and out sources

some under its direct quality supervision. This enables us to offer the lowest possible and

most reasonable price.

Vishal Mega Mart stores offer affordable family fashion at prices to suit every pocket.

The outlet retails Garments, Footwear, Home Furnishing, Household, Food & Non-Food

Products, Ladies Accessories, Lifestyle, Hardware, Car Accessories, Techno

& Electricals, Utensils, Sports & Fitness, Stationery, Toys & Games, Travel Accessories,

Furniture, Sanitary Ware, Crockery, Consumer Durables, FMCG, etc. in almost all price

ranges.

What started as a humble one store enterprise in 1986 in Kolkata (erstwhile, Calcutta) is

today a conglomerate encompassing 183 showrooms in 24 states / 110 cities .India’s first

hyper-market has also been opened for the Indian consumer by Vishal. Situated in the

national capital Delhi this store boasts of the single largest collection of goods and

commodities sold under one roof in India.



Vishal is one of fastest growing retailing groups in India. Its outlets cater to almost all

price ranges. The showrooms have over 70,000 products range which fulfills all your

household needs, and can be catered to under one roof. It is covering about 29, 90, 146

ssq. ft. in 24 states across India. Each store gives you international quality goods and

prices hard to match. The cost benefits that is derived from the large central purchase of

goods and services is passed on to the consumer

.

Vishal mart has been fortunate in having very eminent and honest men of vision and

great talent as Board of Directors and Executives. The ever increasing profit figures of

the Vishal depict the efficiency of the management. Discount and several other

developments in and around the organized retail trade (the 3% of the total retail trade)

indicate the changing dynamics of the sector and the way the business will take shape in

the years to come. For Ram Chandra Agarwal, MD, Vishal Mega mart, the discount war

is just a component of the overall evolution process initiated by retailers. “We are

concentrating on buying in volumes through cash purchase which give us an edge.

Ultimately, the convenience, value and variety given to customers will make a

difference,” he says. Be it managing a supply chain, grappling with hundreds of suppliers

or handling store inventory — the modern retail industry is a big affair. Then follow other

aspects like positioning of the brand with apt pricing, packaging and retail experience,

understanding the customers, dealing with partners such as

suppliers, mall developers and franchisees. However, the biggest challenge is saving

bucks either through margins or rentals, so that there is profit even after the discounts.

Though it reads as a complete win-win situation, it is surely a tough target to be achieved.

“Though organized retail is at its nascent stage, once the brands are established, the

FMCGs will have to deliver to their expectations. Moreover, if these FMCGs buckle up

with retailers, the country will see a slew of private labels coming in,” says Sahni. He

adds, “These private labels will gradually end up carving a niche for themselves even in

the unexplored territories, including rural India.

Minimal advertising or promotional costs will further increase the margins.” The

Retailer’s Association of India (RAI), an association of retailers like Pantaloons,



Piramyd, Shoppers’ Stop, Subhiksha Trading, Food World Supermarkets, Hypercity

Retail, Reliance Petro Marketing, etc, has now asked all Indian FMCG companies to

follow a July 1 deadline for barcoding their products. At present about 25% of Indian

companies do not carry barcodes on their products. Industry experts insist that barcoding

is just one of the upgrades that Indian FMCG companies need to do to cater to the

demands of an organized retail scenario.

SBI Card on Monday launched a co-branded card in association with leading retail chain

Vishal Mega Mart to tap the booming organized retail market that is pegged to hit Rs

1,09,000 crore (Rs 1090 billion) by 2010.

"SBI Vishal Mega Mart Card is one of the best co-branded credit card that offers reward

points and other benefits to frequent shoppers and will be free for those who spend above

Rs 7,500 per annum," Roopam Asthana, CEO, SBI Card said in New Delhi.

Asthana said the card would be free of cost for the first year, but would charge Rs 700

per annum if purchase on the card was less than Rs 7,500.

Other SBI cardholders could also flip their card for SBI Vishal Mega Mart card and use it

like any other credit card.

"By partnering with SBI Card, we are not just offering customers a convenient payment

mechanism but a unique consumer loyalty programme that rewards them every time they

shop," Ram Chandra Agarwal, MD, Vishal Retail said.

Some of the features of the co-branded card include Rs 250 discount voucher on signing

up for the card and a set up by which the card holder earns five reward points on every Rs

100 spent that could go up to eight points on spends above Rs 7,500 and the points are

redeemed at any Vishal Mega Mart store.

Other offers in the credit card are no transaction fee on fuel purchase at select IOC and

IBP petrol pumps and balance transfer facility without any interest for 75 days and

complementary personal accident insurance.

Vishal Mega mart retails a large variety of household, FMCG and consumer durable

goods at bargain prices at its 24 self-owned stores, which are likely to increase to 50 by

the end of 2006.



PROFILE

NAME OF THE ORGANISATION VISHAL RETAIL LIMITED

REGISTRED & HEAD OFFICE PLOT NO 332,NEAR TELCO WORK

BEHIND SHOKEEN FARM LANDS,

RANGPURI DELHI,---- 110037

COMPANY INCORPORATED: IN I986

COMPANY LOCATION CALCUTTA

AREA 25000 Sq

FOUNDERS UMA AGARWAL,

PRODUCTS Consumer Products,Industrial Products, Shoping Products, convienance Products

Industry : Retail Industry

Competitors Big Bazar, Shopers shop,

Technology : SAP,TALLY,

Products available a Vishal mega mart:

Apparel and Accessories for Men, Women and Children, Sarees, Linens,

Baby Accessories,

Cosmetics,

Crockery,

Dress Materials Suiting & Shirting,

Electrical Accessories, Electronics,

Footwear,



Toys,

Home Textiles, Home Needs, Home Decor,

Household Appliances, Household Plastics, Utensils & Utilities

FUNCTIONAL DEPARTMENTS

The store operations are divided into various operations which are carried out by the

respective functional departments.

ADMINISTRATION DEPARTMENT

Admin department is divided into following sections:

1. Security services:The security personnel are under contract basis. They are

security staff working for vishal Retail India Ltd. The complete store security and

movement tracking are under their control.

2. House Keeping: Their main duty is to look after the cleanliness and overall

hygiene of the store. The admin manager creates checklists for the cleaning

schedules and the team members work in accordance to those checklists.

Checklists include cleaning the floor, lifts, escalators, staircase, window panes,

various shelves and display racks, AC ducts, Glass walls, trolleys, baskets,

parking areas etc.

3. Packers: Proper packing of the sold goods is required before handing it over to the

customer. Helpers to the cashiers are appointed to do this job. Packing the food

items, items to be handled with care and other items all separately is their job.

4. Loaders: Few people are appointed to load and unload merchandise from trucks

and cautiously transfer them to the desired location in the store.

5. Standard operation and procedures: In this section various registers are

maintained-



A]Key movement register- The various store keys are maintained by different

staff members. These people have to make entries in their register regarding

the keys they carry.

B]Staff Value declaration register- Every staff member while entering the

store has to declare the amount of cash with him/her. This is done to minimize

thefts within the store.

C]Customer Footfall Report: This register is updated every hour. The total

number of customers that entered the store in that hour are counted and noted

down in this register.

D]Staff Purchase Register- Entries are made in this register regarding the

purchases made by the staff members in the store.

6]Staff Grooming Register- Entries regarding the appearance, personal

hygiene, presenting self and dress code of the team members is made. A long

checklist regarding staff grooming is referred to make these entries.

MAINTENANCE AND FACILITIES DEPARTMENT

The functions of this department are-

1) To check the functioning of various items like Escalators, AC’s, Frozen section,

Lighting equipments etc.

In case of their malfunctioning, repairs have to be carried out as soon as possible

to ensure proper store operation.

2) To check and note the opening and closing electricity meter readings and prepare

a monthly statement.

3) Ensure safe and consistent power supply at the store.

7) I.T. DEPARTMENT



The software used on Retail Enterprise Manager(REM). In this all the information

concerning the product like, name, category barcode number, MRP, discount rate, net

price etc are stored.

Day opening and day closing are the important activities in REM, where REM will allow

the users to start transactions for the day and freeze all document transactions made for

the day respectively. All the incremental stock balances will be loaded into REM at the

day opening activity. The sales and collection data will be posted to the staging server for

the Sap at the day closing activity.

DEPARTMENT STORES

Vishal mart operates in a four floored building and the 2 floors are divided into various

sections called Department Stores.

The various department stores are:

1. Food Store

2. Wellness,

3. Customer Service Desk,

4. Plastics - Utensils - Crockery Department,

5. General Merchandise,

6. Mobile Store

7. Apparels,

8. New Business Development,

9. Electronic Store

10.Furniture Store

. CUSTOMER SERVICE DESK(CSD)

Customer service means meeting or exceeding the customer’s expectations and needs.

Customer Service is not a one time activity, it should reflect in each and every activity.



Be it the facilities, layout of the store, communication and interaction or the company

policies, all affect the customer service.

CSD has been formed to take care of customer needs and problems. CSD also provides

various services like -

1. Alterations with respect to apparels

2. Exchanges of merchandise

3. Gift wrappings

4. Baggage counters for safe deposit of customer baggage.

5. Share with us - Customer feed back

6. In-store communication- transferring telephone calls

7. Free gifts

8. Sale of gift vouchers

9. Home delivery for food Store

10. Home delivery for electronics and furniture

PRODUCT CLASSIFICATIONS

Products and services fall into two broad classes based on the type of customers that use

them:

1. Consumer products

2. Industrial products

1. Consumer products : Consumer products are products and services bought by final

consumers for personal consumption: Marketers usually classify these products and

services further based on how consumers go about buying them. Consumer products

include convenience products, shopping products, speciality products, and unsought

products. These products differ in the ways consumers buy them and therefore in how

they are marketed.



Convenience Products : are consumer products and services that the customer usually

buys frequently, immediately, and with a minimum of comparison and buying effort.

Examples include soap, candy, newspapers, and fast food. Convenience products are

usually low priced, and marketers place them in many locations to make them readily

available when customers need them.

Shopping Products: are less-frequently-purchased consumer products and services that

customers compare carefully on suitability, quality, price, and style. When buying

shopping products and services consumers spend much time and effort in gathering

information and making comparisons, Examples include furniture, clothing, used cars,

major appliances, and hotel and airline services, shopping products marketers usually

distribute their products through fewer outlets but provide deeper sales support to help

customers in their comparison efforts.

Speciality Products : are consumer products and services with unique characteristics or

brand identification for which a significant group of buyers is willing to make a special

purchase effort, Example include specific brands and types of cars, high priced

photographic equipment, designer clothes, and services of medical or legal specialists. A

Lamborghini automobile, for example, is a specialty products because buyers are usually

willing to travel great distances to buy one. Buyers normally do not compare specially

products. They invest only the time needed to reach dealer's carrying the wanted

products.

2. Industrial Products: Industrial products are those purchased for further processing or

for use in conducting a business. Thus, the distinction between a consumer product and

an industrial product is based on the purpose for which the product is bought. If the same

consumer buys the same lawn mower for use in a landscaping business, the lawn mower

is an industrial product.

The three groups of industrial products and services include

Materials and parts,

Capital items, and

Supplies and services,



Material consist of farm products (wheat, cotton, livestock, fruits,

vegetable) etc., and natural products (fish, lumber, crude petroleum, iron ore).

Manufactured materials and parts consist of component materials (iron, yarn, cement,

wires) and component parts small motors, tires, castings.

Marketing strategies for various products:

1. Convenience Products:

Price: convenience products are usually low priced goods.

Distribution/Place: the distribution is widespread and the products are made to be

available easily. Convenient locations are also very essential. Promotion: the promotion

activities are usually mass promotion by the producer.

Examples: toothpaste, magazines.

2. Shopping Products:

Price: shopping products are usually high priced goods. Distribution/Place: the

distribution is selective and there are fewer outlets.

Promotion: the promotion activities are usually advertising and personal selling by both

producer and resellers. Examples: televisions, furniture.

3. Speciality Products:

Price: speciality products are usually high priced goods.

Distribution/Place: the distribution is exclusive and there are fewer outlets per market

area.

Promotion: the promotion activities are more carefully targeted these activities are

carried on by both producer and resellers.

Examples: Rolex watches, fine crystal.

CONSUMER BEHAVIOUR TOWARDS VARIOUS PRODUCTS

1. Convenience Products:



These products are frequently purchased by the consumer as they are required for daily

use. There is very little planning involved and there are very little comparisons between

similar or subsidiary products. The shopping efforts are also very low and the customer

does not involve himself while shopping.

2. Shopping Products:

These products are purchased less frequently as they are usually durables. There is a lot

of planning involved while shopping and shopping efforts are also high. There is a lot of

comparison between brands, price, quality, style etc. and the consumer may postpone the

purchase to get a better product.

3. Speciality Products:

These products have strong brand preference and brand loyalty. There are special

shopping efforts made by the customer to get these products. There is low comparison of

brands and there is low price sensitivity.

DEPARTMENT STORES

Vishal mega mart operates in a building and the are divided into various sections called

Department Stores.

The various department stores are:

1. Food Mart

2. Plastics - Unsils - Crockery Department,

3. Mobile Mart

4. Apparel

5. Electronic Mart



6.Furniture Mart

I. FOOD Mart Flagged off in April 2002, Food Mart is a chain of large supermarkets

with a o difference, where the best of western and Indian values have been put together to

ensure o the satisfaction of the customers while shopping. Food mart’s concept is to

create and blend a typical Indian mart and international supermarket atmosphere with the

objective of giving the customer all the advantage of Quality, Range and Price associated

with the large format stores and also the comfort to See-Touch and Feel the products. The

western values of convenience, cleanliness and hygiene are offered through pre-packed

commodities and the Indian values of See-Touch and Feel are offered through the bazaar

like atmosphere created by displaying staples out in open. All product are economical and

at affordable prices without any compromise on quality.

Food mart mainly deals with three categories of products: Food, Non Food & Staples.

The sub categories are described below:

FOOD

Ready to eat Snacks

Ready to fry Health Drinks

Pickles Noodles & Vermicelli

NON-FOOD

This section has two divisions: Personal Care and Home Needs.

Personal care Home Needs



•Shaving Needs 1.Toilet cleaners

•Sanitary 2.Detergent

•Oral care 3.Liquid Soaps

•Soaps 4.Insect Killers

•Skin care

•Shampoo

STAPLES

•Cereals

•Rice

•Spices

•Masalas

•Flavors

The contribution of Food Store to the total business is 30%.

The Food mart employees are highly productive. They strive hard to give the customers

the best of services. They boost the sales through their conduct. They are well

groomed. .Food mart attracts masses as well as the classes. It is purely a self service

store.

The store layout is convenient and keeps good walk able spaces even in rush ( situations.

The products are neatly displayed using shelves, fin wired shelves, crags etc. Signatures

are used for providing information of the products.

Vendors visit Food Mart for taking orders of the merchandise. The products that are

required are identified by food Bazaar category team and based on this requirement



Purchase Order is issued. The material is then issued by the Vendor in accordance to the

purchase order.

While in warding care needs to be taken to check that material in warded are in

accordance to the purchase order. Quality check of the in warded material is also

important at this point.

Note . Food MART does not deal with the merchandise of eggs, milk and curd.

2. APPARELS

Apparels Section is divided into four categories: Men’s, Ladies, Kids and Home linen.

MEN’S LADIES

Formals Western

Casuals Sarees

Ethnics Dress materials

Accessories Accessories

Nightwear Nightwear

Denim & T-shirts Tops

KIDS HOMELINEN

Boys Bed Sheets

Girls Bed covers

Mix N Match Blankets

Infants Pillows

Accessories Pillow Covers

Diapers Razai



The total contribution of apparels is around 32% out of which ladies is around 6.5%, Kids

is 4.5% , Home is 6% and Men’s is 12%.

Situated on the second floor, Apparels department has a wide variety of clothing in all its

sections. The layout of the store is quite spacious and comfortable for shopping.

Mannequins are placed at promotion areas. Water fall bins, 4 arm, 6 arm derads, shelves,

step tables and gap tables are conveniently used to display the products. Signage’s are

placed at proper places for customer convenience. Apparels are placed pattern wise and

not practicing color or size blocking techniques which would be recommended.Large

number of accessories are available in all sections which include diapers, caps, belts,

scarf, wallets etc.

3. GENERAL MERCHANDISE

The main sections falling under General Merchandise are:

1. Luggage,

2. Foot wear,

3. Toys and

4. Sports.

Toys section includes soft toys, dolls, cars, battery based and key based toys, board

games, infant toys, puzzles, educational toys and many more. Remote control cars and

teddy bears are the fast moving items in this section.

Luggage section deals with variety of suitcases, bags, purses, briefcases, travel

accessories, wallets etc. There are a wide range of products in this section. Branded and

non branded both items have been kept for display.

Footwear section is again divided into sections - Ladies, Mens, and Kids. Each section

has variety of shoes both formal & sports, slippers, sandals, bathroom slippers etc.

Accessories like shoe polish, socks, laces are all available in this section.

General Merchandise contributes to around 12% of the total sales.



4. ELECTRONICS MART

Electronics is an ever evolving field and hence is a fast moving market. New products

keep cropping in and so are the old products out dated. New technology and hence new

features continue to flow in, forcing the past technology to mark down. Thus it is

extremely necessary for the store keepers to keep their goods fast moving before they get

out dated.

This section in Vishal mega mart is sub divided into following sections:

• Cool and Clean -

A/Cs, Refrigerators, Water purifiers.

-Sight And Sound -

TV, Home Theatre, Stereos.

• My Things –

Digital Cameras, Camcorders, MP3, MP4 players, Laptops.

-Small Appliances -

Fans, Irons, Mixers

Services provided –

1. Home Delivery - Any purchases above Rs.5000 is be provided free home delivery

service. If demanded products are not available in the showroom, then collects the said

product from warehouse and delivers it within 2 days.

2. After Sales Service - This service is provided by the manufacturers. Heavy products

like washing machines, refrigerators, also known as white goods are repaired at

customers residence.

4. MOBILE STORE

Mobile bazaar has following sub-sections -

1. Hand Sets



2. Connections

3. Accessories

4. Recharge

Mobile mart has good collection of different variety of mobiles like Nokia, Fly, Sony

Ericsson, Samsung, Motorola. They do not provide any after sales service. Customers

have to contact the respective mobile company service centers for getting service.

Mobiles are high end products and special care has to be taken for their security. Daily

sales check list is prepared and stocks are verified at the store opening and closing times.

Mobiles are kept in drawers which are locked and sealed at store closing times. The seal

has to be duly signed by the concerned department Manager. Seal is checked before

opening at the time of store opening.

Total contribution of Mobile mart to the total sales is around 6%.

5. FURNITURE MART

This section includes variety of furniture - sofas, centre tables, dining sets, show cases,

study tables, computer tables, beds, beddings, side tables, TV units, utility shelves and

accessories. There are a large number of products which are displayed but not all of them.

There are catalogs to view all the available range of products. One year warranty is

offered with all the furniture items.

The team members in this section include a few fitters. Free Home delivery is offered

similar to electronics bazaar. Fitters are sent at the time of home delivery for fitting the

furniture items at customers residence.

At the time of booking a furniture item, the stock list is checked to find out if the stock

for that particular item is present in the ware house. If the item is out of stock, no order is

taken and the customer is asked if he could wait for more days.

At the time of booking, the customers have to settle full cash payment of the item they

book. The Chelan form is then filled for the product details, customer address, booking

date and delivery date. These details are mailed to category team who in turn sends the



stock transfer number to the store. On the day of delivery, item is collected from the ware

house and sent to the customer address accompanied by the fitter, if needed.

Limitations: Most of the customers ask for the home delivery on holidays.

INDUSTRY PROFILE

Retailing, in commerce, consists of buying goods or products in large quantities from

manufacturers or importers, either directly or through a wholesaler, & then selling

individual items or small quantities to the general public or end user customers, usually in

a shop, also called stores. Retailers are at the end of supply chain that link manufacturers,

wholesalers, other suppliers and the final consumers. Marketers see retailing as a part of

their overall distribution strategy. Manufactured goods are worthless until they pass

through acid test of retail distribution.

Distribution Channel

Manufacturer--Wholesaler—Retailer—Final--Consumers

Over the years, the concept of “retail” has undergone a complete makeover owing to a

number of factors like increased income, affordable prices of merchandises, lucrative

financial packages, growing openness and organized retail.

The goal of retail shop should, by large, be-

1. To serve the community

2. To provide employment opportunities



3. To make reasonable profits

Retailer is a person closest to the customer, that enables him to know the preferences of

customers and feedback of the product or services that he offers. The success of retailer

depends much on his ability to meet the real needs of consumers. The retail store has an

obligation to its employees. They have to be motivated and contended. Profit is important

consideration in the management and operation of the store. High taxes, keen competition

and increased cost of sales all have an unfavorable effect on the retailers. Efficient stock

control, wise merchandise investment, cut in unwanted expenses and general expense

control, personalized services to consumers, adoption of modern principles of business

management, liberal use of electronic computers and new communication tools, are some

of the progressive measures by means of which retailers can ensure reasonable profit

margin.

Retailing includes all the activities involved in selling product or services directly to final

consumers for their personal, non-business use. Many institution- manufacturers,

wholesalers and retailers- do retailing. But most retailing is done by retailers: businesses

whose sales come primarily from retailing.

Although most retailing is done in retail stores, in recent years non-store retailing

has been growing much faster than has store retailing. Non-store retailing includes selling

to final consumers through direct mail, catalogs, telephone, the internet, T.V home

shopping shows, home and office parties, door to door contact, vending machines and

other direct selling approaches.

Big retail chains are founded with the objective of providing comprehensive range

of product and services to consumers at low prices. Compared to other centers, hyper

markets do offer around the year products and services at low price and they are also

know, for this reason, as discount chain. In addition of the general trait of low price,

hyper markets also observe discount polices, which, in turn, result in making them the

most popular centres among consumers.



Retailing includes all the activities involved in selling goods or services directly to final

consumers for personal, non-business use. A retailer or retail store is any business

enterprise whose sales volume comes primarily from retailing. Any organization selling

to the final- whether it is manufacturer, wholesaler, or retailer- is doing retailing. It does

not matter how the goods or services are sold (by person, mail, telephone, vending

machine, or internet) or where they are sold (in the store, on the street, or in consumer's

home).

Retailing is a trading activity directly activity directly related to the sale of goods of

services to the ultimate consumer for personal, non-business use. A retailer is the last

middleman in the machinery of distribution and he is responsible to satisfy recurrent

wants of consumers, Retail trade is selling of varied goods in small quantities to the final

consumer. There are three distinguishing feature of retail trade. The retailer deals in small

quantities and his business is usually local in character. Secondly retail trade always

shows tendency towards variety as it has to satisfy innumerable wants of consumers. A

specialized retail shop is an exception. Thirdly a retailer, by predating near about the

residential areas of consumer, sells his wares directly to consumers. Manufactured goods

are worthless until they pass acid-test of retail distributions. The retailer alone can offer

safe and reliable goods to consumers.

Levels of Service:

The wheel-of-retailing hypothesis explains one reason that new store types emerge.

Conventional retail stores typically increase their services and raise their prices to cover

the costs. These higher costs provide an opportunity for new store forms to offer lower

prices and less service. New store types meet widely different consumer preferences for

service levels and specific services.

Retailers can position themselves as offering one of four levels of service:

1. Self-service: Self-service is the cornerstone of all discount operations, Many

customers are willing to carry out their own locale-compare -select process to save

money.



2. Self -selection: Customers find their own goods, although they can ask for assistance.

3. Limited service: These retailers carry more shopping goods, and customers need more

information and assistance. The stores also offer services (such as credit and

merchandise-return privileges).

4. Full services: Salespeople are ready to assist in every phase of the locate-compare-

select process. Customers who like to be waited on prefer this type of store. The high

staffing cost, along with the higher proportion of specialty goods and slower-moving

items and the many service, results in high-cost retailing.

Trends in Retailing

1. New retail forms and combinations, some supermarkets include bank branches,

Bookstores feature coffee shops. Gas stations include food stores.

2. Growth of intertype competition, different types of stores-discount stores, catalogue

showrooms, department stores-all compete for the same consumers by carrying the

same type of merchandise.

3. Growth of giant retailers. Through their superior information systems, logistical

systems, and buying power, giant retailers are able to deliver good service and

immense volumes of product at appealing prices to masses of consumers. They are

crowding out smaller manufacturers who cannot deliver enough.

4. Growing investment in technology Retailers are suing computers to produce better

forecasts, control inventory costs, order electronically from suppliers, send e-mail

between stores, and even sell to customers within stores. They are adopting checkout

scanning system" electronic funds transfer; electronic data interchange" in store

television, store traffic radar systems," and improved merchandise-handling systems.

5. Global presence of major retailers. Retailers with unique format and strong brand

positioning are increasingly appearing in other countries Us retailers such as Me

Donald's has become globally prominent, Wal-Mart operates over 700 stores (outside

USA)



6. Selling an experience, not just goods Retailers are now adding him and community in

order to compete with other stores and online retailers. There has been a rise in

establishments that provide a place for people to congregate, such as coffee houses,

tea shops, juice bars, book-shops, etc.

INDIAN SCENARIO

Indian retail industry has the potential to grow to Rs 35,000 crore in three years.Defining a new consumer culture, retailing beats everything else hollow. Though still at a

nascent stage, the rate at which retail outlets are mushrooming could give an amoeba a

complex. From supermarkets and hypermarkets to department stores and convenience

stores and one-stop shops, a retailing wave is currently on in the country. And from food

to music and apparel to tea and coffee bars, companies of all hues are indulging in retail

speak.

Organized retailing has grown three-fold from Rs 5,000 crore in 2000 to Rs

15,000 crore today, with a potential to expand to Rs 35,000 crore in 2005.

The Indian consumer initially accepted everything that was offered to them but

from the nineties the trend changed and the market became more consumers driven.

Consumers became more specific about what they wanted and did not pick up anything

and everything that was given to them. In shot they became very choosy and needed

alternatives to choose from. These in turn made the Indian consumers more

knowledgeable about the products and facilities and they have now become tough critics,

savvy, purchasers, value driven spenders and practical thinkers when it comes to

shopping. The demand for their time at work and home has made the consumers

extremely selective about how they would spend their limited time on shopping.

The rate of growth in India has gradually picked up in the last two decades.

Growth prospects apart, India's very size acts as the fourth largest economy in the world.

It is also the second most populous nation in the world. This clearly indicates that within

the broad picture of a developing nation, there are segments to represent big enough to

represent large markets for organized retail. Due to the increasing demand of consumers

for variety and convenience under one single roof and the concept of shopping malls



started taking shape in India. Though the concept of shopping malls came from the west,

when it was introduced in India is was according to Indian taste and preferences.

Shopper's stop was the first Shopping mall to start in India. It was promoted by

Mr.K.Raheja , a prominent Mumbai-based builder, opened the first outlet in Andheri,

Mumbai in 1991, initially it underwent a fair share of growing pains but slowly it caught

on and has now been very well excepted by the masses.

In India there are a number of large towns and the population in these towns is also very

high. This acts as a very important factor to attract the large retailers in venturing into

these towns. In the ascending traffic congestion levels, the net result is over crowded

towns and parking hassles, One-stop shops have become the places of choice in such a

scenario.

The India Retail Industry is the largest among all the industries, accounting for over 10

per cent of the countryï¿½s GDP and around 8 per cent of the employment. The Retail

Industry in India has come forth as one of the most dynamic and fast paced industries

with several players entering the market. But all of them have not yet tasted success

because of the heavy initial investments that are required to break even with other

companies and compete with them. The India Retail Industry is gradually inching its way

towards becoming the next boom industry.

The total concept and idea of shopping has undergone an attention drawing change in

terms of format and consumer buying behavior, ushering in a revolution in shopping in

India. Modern retailing has entered into the Retail market in India as is observed in the

form of bustling shopping centers, multi-storied malls and the huge complexes that offer

shopping, entertainment and food all under one roof.

A large young working population with median age of 24 years, nuclear families in urban

areas, along with increasing workingwomen population and emerging opportunities in the

services sector are going to be the key factors in the growth of the organized Retail sector

in India. The growth pattern in organized retailing and in the consumption made by the

Indian population will follow a rising graph helping the newer businessmen to enter the

India Retail Industry.



In India the vast middle class and its almost untapped retail industry are the key attractive

forces for global retail giants wanting to enter into newer markets, which in turn will help

the India Retail Industry to grow faster. Indian retail is expected to grow 25 per cent

annually. Modern retail in India could be worth US$ 175-200 billion by 2016. The Food

Retail Industry in India dominates the shopping basket. The Mobile phone Retail Industry

in India is already a US$ 16.7 billion business, growing at over 20 per cent per year. The

future of the India Retail Industry looks promising with the growing of the market, with

the government policies becoming more favorable and the emerging technologies

facilitating operations.

THE INDIAN RETAIL SCENE

India is the country having the most unorganized retail market. Traditionally it is a

familyï¿½s livelihood, with their shop in the front and house at the back, while they run

the retail business. More than 99% retailerï¿½s function in less than 500 square feet of

shopping space. Global retail consultants KSA Technopak have estimated that

organized retailing in India is expected to touch Rs 35,000 crore in the year 2005-06.

The Indian retail sector is estimated at around Rs 900,000 crore, of which the organized

sector accounts for a mere 2 per cent indicating a huge potential market opportunity that

is lying in the waiting for the consumer-savvy organized retailer.

Purchasing power of Indian urban consumer is growing and branded merchandise in

categories like Apparels, Cosmetics, Shoes, Watches, Beverages, Food and even

Jewellery, are slowly becoming lifestyle products that are widely accepted by the urban

Indian consumer. Indian retailers need to advantage of this growth and aiming to grow,

diversify and introduce new formats have to pay more attention to the brand building

process. The emphasis here is on retail as a brand rather than retailers selling brands.



The focus should be on branding the retail business itself. In their preparation to face

fierce competitive pressure, Indian retailers must come to recognize the value of

building their own stores as brands to reinforce their marketing positioning, to

communicate quality as well as value for money. Sustainable competitive advantage

will be dependent on translating core values combining products, image and reputation

into a coherent retail brand strategy.

There is no doubt that the Indian retail scene is booming. A number of large corporate

houses ï¿½ Tataï¿½s, Rahejaï¿½s, Piramalsï¿½s, Goenkaï¿½s ï¿½ have already made

their foray into this arena, with beauty and health stores, supermarkets, self-service

music stores, newage book stores, every-day-low-price stores, computers and

peripherals stores, office equipment stores and home/building construction stores.

Today the organized players have attacked every retail category. The Indian retail scene

has witnessed too many players in too short a time, crowding several categories without

looking at their core competencies, or having a well thought out branding strategy.

STRATEGIES, TRENDS AND OPPORTUNITIES 2009

Retailing in India is gradually inching its way toward becoming the next boom industry.

The whole concept of shopping has altered in terms of format and consumer buying

behavior, ushering in a revolution in shopping in India. Modern retail has entered India

as seen in sprawling shopping centres, multi-storied malls and huge complexes offer

shopping, entertainment and food all under one roof. The Indian retailing sector is at an

inflexion point where the growth of organized retailing and growth in the consumption

by the Indian population is going to take a higher growth trajectory. The Indian

population is witnessing a significant change in its demographics. A large young

working population with median age of 24 years, nuclear families in urban areas, along

with increasing workingwomen population and emerging opportunities in the services

sector are going to be the key growth drivers of the organized retail sector in India.

GROWTH OF RETAIL SECTOR IN INDIA



Retail and real estate are the two booming sectors of India in the present times. And if

industry experts are to be believed, the prospects of both the sectors are mutually

dependent on each other. Retail, one of Indiaï¿½s largest industries, has presently

emerged as one of the most dynamic and fast paced industries of our times with several

players entering the market. Accounting for over 10 per cent of the countryï¿½s GDP

and around eight per cent of the employment retailing in India is gradually inching its

way toward becoming the next boom industry.

RETAILING FORMAT IN INDIA

Malls:

The largest form of organized retailing today. Located mainly in metro cities, in

proximity to urban outskirts. Ranges from 60,000 sq ft to 7,00,000 sq ft and above. They

lend an ideal shopping experience with an amalgamation of product, service and

entertainment, all under a common roof. Examples include Shoppers Stop, Piramyd, and

Pantaloon.

Specialty Stores:

Chains such as the Bangalore based Kids Kemp, the Mumbai books retailer Crossword,

RPG's Music World and the Times Group's music chain Planet M, are focusing on

specific market segments and have established themselves strongly in their sectors.

Discount Stores:

As the name suggests, discount stores or factory outlets, offer discounts on the MRP

through selling in bulk reaching economies of scale or excess stock left over at the

season. The product category can range from a variety of perishable/ non-perishable

goods

The Indian retail market, which is the fifth largest retail destination globally, has been

ranked the second most attractive emerging market for investment after Vietnam in the



retail sector by AT Kearney's seventh annual Global Retail Development Index (GRDI),

in 2008. The share of retail trade in the country's gross domestic product (GDP) was

between 8–10 per cent in 2007. It is currently around 12 per cent, and is likely to reach 22

per cent by 2010.

A McKinsey report 'The rise of Indian Consumer Market', estimates that the Indian

consumer market is likely to grow four times by 2025. Commercial real estate services

company, CB Richard Ellis' findings state that India's retail market is currently valued at

US$ 511 billion.

Banks, capital goods, engineering, fast moving consumer goods (FMCG), software

services, oil marketing, power, two-wheelers and telecom companies are leading the sales

and profit growth of India Inc in the fourth quarter of 2008-09. India continues to be

among the most attractive countries for global retailers. At US$ 511 billion in 2008, its

retail market is larger than ever and drawing both global and local retailers. Foreign

direct investment (FDI) inflows as on January 2009, in single-brand retail trading, stood

at approx. US$ 25.18 million, according to the Department of Industrial Policy and Promotion

(DIPP).

India's overall retail sector is expected to rise to US$ 833 billion by 2013 and to US$ 1.3 trillion

by 2018, at a compound annual growth rate (CAGR) of 10 per cent. As a democratic country with

high growth rates, consumer spending has risen sharply as the youth population (more than 33

percent of the country is below the age of 15) has seen a significant increase in its disposable

income. Consumer spending rose an impressive 75 per cent in the past four years alone. Also,

organised retail, which accounts for almost 5 per cent of the market, is expected to grow at a

CAGR of 40 per cent from US$ 20 billion in 2007 to US$ 107 billion by 2013.

India has emerged the third most attractive market destination for apparel retailers, according to a

new study by global management consulting firm AT Kearney. It further says that in India,

apparel is the second largest retail category, representing 10 per cent of the US$ 37 billion retail

market. It is expected to grow 12-15 per cent per year. Apparel, along with food and grocery, will

lead the organised retailing in India. India has one of the largest numbers of retail outlets in the

world. A report by Images Retail estimates the number of operational malls to grow more than

two-fold, to cross 412, with 205 million square feet by 2010, and a further 715 malls to be added

by 2015, with major retail developments even in tier-II and tier-III cities in India.



Marks & Spencer Reliance India is planning to open 35 more stores over the next five years,

according to Mark Ashman, CEO of the company. The 51:49 joint venture between UK’s Marks

and Spencer and Reliance Retail Ltd already has 15 stores in India.

Future Group has been restructured to test the new rules on FDI under Press Notes 2, 3 and 4

issued in February 2009. The company plans to bring in up to US$ 148.7 million in foreign

investment. Although FDI is permitted only in single-brand retail and not permitted in multi-

brand retail businesses like Future Group's, the conglomerate has created two layers of operations

to take advantage of the three Press Notes that allow FDI up to 49 per cent in operating-cum-

investment companies as long as they are owned and controlled by Indians.

Carrefour SA, Europe’s largest retailer, may start wholesale operations in India by 2010 and

plans to set up its first cash-and-carry outlet in the National Capital Region. Currently, Carrefour

exports goods worth US$ 170 million from India to Europe, UAE, Indonesia, Europe, Thailand,

Singapore and Malaysia.

Jewellery manufacturer and retailer, Gitanjali Group and MMTC are jointly setting up a chain of

exclusive retail outlets called Shuddi–Sampurna Vishwas. The joint venture, which plans to open

around 60 stores across India by end of this year, will retail hallmarked gold and diamond

jewellery.

Mahindra Retail, a part of the US$ 6.7-billion Mahindra Group, plans to invest US$ 19.8 million

by 2010 to step up its specialty retail concept 'Mom and Me'.

RETAILING PRINCIPLES

1. To define the core customer and merchandise for the store, its price points, its

assortments and presentation of sales for that target group.

2. To have consistency of quality in every merchandise of the store i.e. same taste and

rice points for every merchandise.

3. To always have a unique and exclusive merchandise to differentiate itself from its

competitors.

4. To give value for money to the customers.

5. To give publicity and to be on the top of the mind, awareness through various

promotional schemes and excitement in store this generates traffic and then business.

6. To give convenience and service to our customers. To be low cost operator in term of

cost.

7. To build up successful partnerships with franchisees.



8. To upgrade technologies, by way of bar-coding, computerised reordering system and

to monitor inventories, analyse the customer data base for effective marketing.

Objective of the study:

To know the awareness of the customers towards vishal mega mart.

To know whether the customers are satisfied with present service given by the vishal mega mart

Factors considering while purchasing retail products.

To know the effectiveness of the promotional activities done by vishal mega mart

To seek the suggestions and opinions from customers regarding the improvement of service of vishal mega mart.

NEED OF THE STUDY

The behaviour of the consumer at the market place is depending on what he thinks as a

reality or on his perception and knowledge about the world around him. This perception

may be based on sensations from the outside world which in turn may be influenced by

past experience or learning, expectations, fantasies beliefs, values, personality etc. Thus

for having a letter understanding of buying behavior of individual marketers must

examine the importance of perception and its integration with the related concepts. This

information will help him to device marketing strategies and programmers, such as to

help consumers to perceive their (firm’s) products or services positively.

Scope of the study:

The data was collected from the respondents across all the ages, income groups,

occupation and gender.



The total sample size for the study is 100.

The study involves ascertaining the customer perception towards various areas such as

price, products, services, promotional activity, billing system etc.

So the study tried to get the responses from almost all kinds of respondents. The study

covered the respondents who visited the store for shopping.

The study also covered the areas which are important for the marts in improving their

performance. So the study of the

Customer perception is extensive and covers respondents across all categories

Limitations of the study Every research is carried under some boundaries and this research is not an exception.

The limitations of this research are:

The opinion of the respondents may not represent the whole population.

Due to the limitations of time, a larger respondent base could not be covered and was

limited to a sample size of 100 respondents.

There might have been tendencies among the respondents to filter their responses under

the given conditions.

The customer’s opinion might have been biased and may not represent the whole

population of the city.

Most customers were busy and with their work.

Analysis of data obtained from the questionnaire was done on the assumption that honest

and correct information had been given by the respondents

Research methodology

Meaning:

A research design is a method and procedure for acquiring information needed to solve

the problem. A research design is a basic plan that helps in data collection or analysis. It

specifies the type of information to be collected, the source and collection procedure. A

good research decision will ensure that the data collected is relevant to the objectives to

be achieved.



Sampling Procedure

In the study of this kind primary data plays a vital role. Regardless of the method used to

obtain the primary data (experimentation, observation and survey), the researcher has to

decide whether the data to be obtained from every unit of the population under study or

only a representative portion of the population will be used. The first approach, which is

collecting data about each and every unit of the population, is called census method. The

second approach, where only a few units of population under study are considered for

analysis is called sampling method.

Data type: Secondary data:

The first step in data collection approach is to look for secondary data. Secondary data is

generally developed and published for some purpose other than for helping to solve the

problem at hand.

In this study secondary data is used for the exploratory research and secondary data

includes data collected from existing records and personal observation

The secondary sources used to collect the data are:

Organisation Records,

Reference Books,

Articles in Newspapers ,

Magazines and Journals ,Related Web sites

Primary data:

The primary data is collected for the purpose of solving the problem at hand. In this study

primary data is collected for the descriptive research for the accurate description of the

variables of the problem. The data is a first hand data collected directly from the

respondents.

Method of Sampling



1. Population : Respondents from Hubli city.

2. sample size: The total sample size for the study was 100 respondents.

3. sample element: Vishal mega mart customers

4. Sampling unit: Businessmen’s, professionals, students, employee

5. sampling extent: Hubli city .



CHAPTER ------ 2

Data analysis and Interpretation Are you aware of vishal mega mart

Frequency Percent Valid Percent Cumulative Percent

Valid Yes 100 100.0 100.0 100.0

Analysis: From the survey we come to know that 100% of the respondents are know

the vishal mega mart.

Interpretation: The study shows that vishal mart known by all 100respondents

where we have done the survey in hubli.



How did you come to know about vishal mega mart

Frequency Percent Valid Percent

Cumulative Percent

Valid Friends&relatives 34 34.0 34.0 34.0TV ads 20 20.0 20.0 54.0Papers&magazines 30 30.0 30.0 84.0Pamplets 16 16.0 16.0 100.0Total 100 100.0 100.0

Analysis: From the study we come to know that In 100% respondents 34% of people are

know vishal mega mart by friends and relatives.20% people are known by tv adds.30%

are known by papers and magazines.16% people are known by pamplates.

Interpretation: By this study we come to know that friends and relatives papers and magazines play major role introduce the vishal mart to the people in hubli city



Which mart do you prefer


Cumulative Percent

Valid big bazar 21 21.0 21.0 21.0vishal mega mart

67 67.0 67.0 88.0

shopers shop 5 5.0 5.0 93.0others 7 7.0 7.0 100.0Total 100 100.0 100.0

Analysis: Out of 100% respondents 67% of people prefer vishal mega mart. 21% people

prefer big bazaar.5%people prefer shopers shop & 7% of people preferring others

Interpretation:From the study most of the people prefer vishal mega mart. Because vishal

sevise is good so highest respondents are preferring vishal mega mart.



Which factors influenced you to purchase products in vishal mega mart?


Valid

quality 28 28.0 28.0 28.0

service 16 16.0 16.0 44.0

packaging 14 14.0 14.0 58.0

reasonable price 42 42.0 42.0 100.0

Total 100 100.0 100.0

Analysis:Out of 100% respondents 42% respondents are influenced by reasonable

price.28% respondents are influence by quality.16% respondents are influenced by

quality.14% of respondents are influenced by packing.

Interpretation:From the study we come to know that reasonable price is influenced

factor.By seeing the respondents 28% are influenced by quality&thers are influenced by

service & packing.From this survey we come to know vishal mart has to improve there

packaging facility.



Are you satisfied with price of products available in vishal mega mart


Valid

Highly dissatisfied 1 1.0 1.0 1.0

dis satisfied 5 5.0 5.0 6.0

moderate 22 22.0 22.0 28.0

satisfied 62 62.0 62.0 90.0

Highly satisfied 10 10.0 10.0 100.0

Total 100 100.0 100.0

Analysis: Out of 100 respondents 62% of people are satisfied by the price of products

available in vishal mega mart.

Interpretation: From the survey we come to know that maximum numbers of the people

are satisfied with the price of products available in vishal mega mart.



What do you feel about prices of products in vishal mega mart?


Valid

Cheap 12 12.0 12.0 12.0

Costly 21 21.0 21.0 33.0

very costly 8 8.0 8.0 41.0

reasonable 59 59.0 59.0 100.0

Total 100 100.0 100.0

Analysis:From the this chart i come to know that out of 100% respondents 59%

respondents are good feel about prices of Vishal mart.

Interpretation:survey showed that 59% of the people are feel good about the reasonable

price of vishal mega mart.20% of the people are feel about costly



To what extent are you satisfied with the quality of products in vishal mega mart?


Cumulative Percent

Valid -10 1 1.0 1.0 1.0-20 1 1.0 1.0 2.010 14 14.0 14.0 16.020 13 13.0 13.0 29.030 35 35.0 35.0 64.040 31 31.0 31.0 95.050 5 5.0 5.0 100.0

Total 100 100.0 100.0

Analysis: Through this survey we come to know that out 100% respondents 30% of the

respondents are satisfied with the quality of products in vishal mega mart.1% of the

respondents are dissatisfied.



Interpretation: This chart shows most of the customers respondents satisfied with the

quality of products In vishal mega mart.

What do you feel about service of vishal mega mart?


Valid

Best 10 10.0 10.0 10.0

excellent 20 20.0 20.0 30.0

Better 65 65.0 65.0 95.0

Worst 5 5.0 5.0 100.0

Total 100 100.0 100.0

Analysis:Survey showed that out of 100% respondents 65%respondents felt that better

service of vishal mega mart.20% respondents felt excellent.10 of respondents are felt

best.5% of respondents felt worst.



Interpretation: Trough the survey we came to know that servise of the vishal mega mart is

better than other marts.

What do say about the whole performance of vishal mega mart


Valid

Best 21 21.0 21.0 21.0

excellent 46 46.0 46.0 67.0

Better 31 31.0 31.0 98.0

Worst 2 2.0 2.0 100.0

Total 100 100.0 100.0

Analysis:survey showes that 46% of the respondents are said that vishal mart whole

performance is excellent.31%respondents are said better.21% respondents said best. 2 of

the respondents said worst performance of the vishal mega mart.



Interpretation:Througt the survey we come know that hightest respondents are said that

vishal mart performance is excellent.

Do you agree that promotional activities are carried by vishal mega mart are effective?


Valid

agree 87 87.0 87.0 87.0

disagree 13 13.0 13.0 100.0

Total 100 100.0 100.0

Analysis:survey showed that out of 100 respondents 87 respondents are agree with the

promotional activity conducted by vishal mega mart.13 respondents are disagree with the

promoyional activity.



Interpretation:through this survey we come to that hightest respondents are agree with the

promotional activity.

Comparing to other marts vishal mega mart service is


Valid

Best 20 20.0 20.0 20.0

Average 77 77.0 77.0 97.0

Worst 3 3.0 3.0 100.0

Total 100 100.0 100.0

Analysis:survey shows that out of 100 respondents 77 respondents are agree with the

vishal mart servise is average comparing to other marts.some of 20 respondents are agree



with the vishal mart servise is best.only 3 respondents are agree with vishal mart servise

is worst.

Interpretation: Through this survey most of the 77 respondents are said vishal mart

servise is average comparing to other mart.

Have you found out any problem while buying products in vishal mega mart?


Valid

yes 21 21.0 21.0 21.0

no 79 79.0 79.0 100.0

Total 100 100.0 100.0

Analysis:survey shows that out of 100 respondents 79 respondents are not got problem

while buying the products in vishak mega mart.21 respondents are found any problems

in buying products in vishal mega mart.



Interpretation:Though this survey most of 79 peoples are fonud problems.other

21respondents are not get any problems.

Acording to you which promotional activity carried out by vishal mega mart are good?


Valid

Banner 28 28.0 28.0 28.0

Pamplets 15 15.0 15.0 43.0

Advertisement 47 47.0 47.0 90.0

TV ads 10 10.0 10.0 100.0

Total 100 100.0 100.0



Analysis:From the survey out of 100 respondents 47 respondents are says advertisement

promotional activity is good conducted by vishal mega mart.28 respondents are said

banner is good promotional activity.pamplate is 15%. 10% is tv adds.

Interpretation:Through this survey we come to know that advertisement promotional

activity is good in the minds of the respondents carried out by vishal mega mart.



Are you satisfied with the present service of vishal mega mart

FrequencyPercent Valid Percent

Cumulative Percent

Valid

Yes 88 88.0 88.0 88.0

No 12 12.0 12.0 100.0

Total 100 100.0 100.0

Analysis:Survey shows that out of 100 respondents 88 respondents are satisfied with the

present sevise of vishal mega mart 12 of the respondents are not satisfied with the servise

of the vishal mega mart.

Interpretation: Through this survey some of majority respondents are satisfied with the

present servise with vishal meag mart.But 12 respondents are not satisfied with servise of

vishal mega mart



Analysis:All 100 respondents are aware of vishal mega mart.34 respondents are aware

through friends & relatives 20 respondents are aware through tv adds 30 of the

respondents aware through papers and magazines and 16 of the respondents aware

through pamphlets

Analysis : out of 12 respondents who said price of the product is cheap and 12 of them

said that whole performance of the vishal mega mart s best.out of 21 respondent said that

price of the product of vishal mart is costly.12 of them said whole performance of vishal

mega mart is best. 8 of them price of the product n vshal mega is very costly.31

respondents said that whole performance s better.59 respondents sad price of vishal mega

mart is reasonable



Hypothesis Testing:

Hypothesis means assumption Statistical hypothesis means assertion or conjecture

about parameter or parameters of a population. Statistical hypothesis are based on the

concept of proof by contradiction. Here we selected null hypothesis I .e

Hypothesis is tested with the help of questionnaire the Ho states that more than or equal

to 70% of people say performance of vishal mega mart is better.

. As per data collected 65 out of 100 respondents said performance of vishal mega

mart is better.

Null Hypothesis=Ho: More than or equal to 70% of people said performance of vishal

mega mart is better

Alternative hypothesis-H1= Less than 70% of people said performance of vishal mega

mart is better

Using Z TEST we can prove this

P = 0.70

n = sample size = 100

a (alpha) = 5% level of confidence

P= Population proportion

Po= Sample proportion

S=Standard error

Z = 1.64 (referring table)

S = P(1-P)

n-1

= 0.70 (1-0.70)

100-1



S = 0.04605

Po = 65/100

=0.65

Z = Po –P

S

= 0.65 – 0.70 = -10.8695

0.0046



CONCLUSION:

Reject Ho because it falls under confidence level i.e. Negative critical region. It states

that less than 70% people say performance of vishal mega mart is better

To know the effectiveness of the promotional activities done by vishal mega mart

Hypothesis is tested with the help of questionnaire the Ho states that less than people are agree with the promotional acticvity.

Ho<90%H1 more than 90% of the respondents are agree with the promotional activity.Testing Hypothesis at5% Level of significant,

N= 100PH0=90%QH0= 10%

p = 87% = 0.87

P= Population proportion

Po= Sample proportion

S=Standard error

A= 5% level of confidence

Z = 1.64 (referring table)

S = PH0*QH0

N

0.90 *0.10

100



= 0.0009

= 0.03

Z Cal = p = -PH0

Standard Error

Z Cal = 0.87-0.90

0.03

= - 0.03

0.03

= -1

-1 > -164

Zcal > Z Tab value

Conclusion: Accept Ho more than 90% of the respondents are agree with

the promotional activity

3] Factors considering while purchasing retail products H0= less than 55% of resopondents says price of the products available in vishal mega is reasonable H0=< 55%

H1= 55% of the respondents says price of the products available in vishal mega is reasonable Testing hypothesis is at 5% Level of significant

N= 100

PH0=55%



QH0=45%

P= 42% = 0.42

Standard Error = PH0*QH0

N

= 0.55*0.45

100

0.002475

=

= 0.049

Z cal = P - PHO

Std error

= 0.42 – 0.55

0.049

-0.13

= 0.049

- 2.65



Reject Ho because it falls under confidence level i.e. Negative critical region. It

states that less than 55 % respondents says price of the products available in vishal mega

is reasonable



FINDINGS

1. The awareness level about Vishal mega mart is very high in Hubli city.

2. 34% respondents came to know about Vishal mega mart through friends &

relatives 0nly 16% respondents came to know through pamphlets

3. 67% of the respondents are preferring vishal mega mart and 5% respondents are

preferring shoppers shop.

4. 42% of the respondents are influenced by the factor of reasonable price to

purchase the products in vishal mega mart and 14% of the respondents are

influenced by the factor of packaging.

5. 62% of the respondents are said that they are satisfied with the price of products

available in vishal mart , 1% of the respondents are highly dissatisfied with the

price of products available in vishal mega mart.

6. 59% of the respondents are felt that vishal mega mart price of the products are

reasonable. But 8 respondents are felt very costly prices of products available in

vishal mega mart

7. 65% of the respondents are felt that vishal mega mart servise is better.5% of the

respondents are felt that vishal mega mart servise is worst.

8. 46% of the respondents are said vishal marts whole performance is excellent, 2%

of the respondents are said worst.

9. 87% respondents are agree with the promotional activity conducted by vishal

mega mart.13% of the respondents are disagree with the promotional activity.



10. 77% of the respondents are agree with the vishal mart servise is average

comparing to other marts.3% of the respondents are said vishal mega mart servise

is worst.

11. 79% of the respondents are not found any problem while buying products vishal

mega mart.21% of the respondents are found problems.

12. 47% of the respondents are said that advertisement is good conducted by vishal

mega mart.10% of the respondents are said Tv add.

13. 88% of the respondents are satisfied with the present servise of vishal mega

mart.12% of the respondents are said not satisfied.



SUGGESTIONS

1. study shows that at present they have more number of satisfied customers, and

hence the Vishal mage mart has to concentrate on who have not satisfied with

present service given by the vishal mega mart

2. Some respondents found difficulty to find the products which they require

immediately, it took a lot of time for them to search for the products which they

required. So arranging up of the products is necessary.

3. Vishal mega mart can improve its advertisement strategy. By the survey reports it

comes to know that where less people are happy with the advertisement given by

vishal mega mart. By attractive advertising it can attract competation market and

also can attract customers from compitators



Conclusion

From the study, it may conclude that, the perception towards Vishal mega mart is good

in Hubli city and almost all people are aware of its presence in the city. Most of the

customers came to know about Vishal mart through their friends, so the satisfaction level

among customer is high. Few customers felt that the products sold in vishal megamart are

costlier. So Vishal mega mart has to sell the products at reasonable rate. During the study

it is also noticed that few customers are not happy with Present service . Vishal mega

mart has to look over all variety of products at their marts, so the customers are happy

with the availability of different products. So we can conclude that the overall perception

towards vishal mega mart is positive and customers are satisfied with the way of

management of vishal mega mart



BIBLIOGRAPHY

BOOKS:

Consumer Behaviour --- Leon G. Schiffman

Leslie Lazar Kanuk

Magazines:

Business Week

Business World

Economic Times

Websites:

www.google.com.



ANNEXURE

Questionnaires

Dear Sir/Madam,

Personal Profile:

a) Name: _____________________________________________________

b) Age : 15 to 25□ 26 to 35□ 36 to 45□ 46 to 55□ 56 Above

c) Occupation: Business man □ Employees □ student □

d) Gender: Male □ Female □e) Address:_____________________________________________________

f) Phone No:___________________________________________________

g) Income: Nil □ Below 10,000 □10,001 to 20,000□

20,001 to 30,000 □30,001 to 40,000□ 40,001 and above □

1) Are you aware of Vishal Mega Mart ?

Yes □ No □2) How did you come to know about Vishal Mega Mart?

A] Friends and Relatives □ B] Tv advertisement □

C] Papers and Magzines □ D] Pampltes □



3) Which mart do you prefer?

A] Big Bazar □ B] Vishal Mega Mart □

C] Shopers shop □ D] Others □

4) Which factors influenced you to purchase products in Vishal Mega Mart?

A] Quality □ B] Service □

C] Packaging □ D] Reasonable Price □

5) Are you satisfied with price of products available in Vishal Mega Mart?

Highly □ Dissatisfied □ Moderate □ Satisfied □ Highly satisfied □Dissatisfied

6) What do you feel about prices of products in Vishal Mega Mart ?

A] Cheap □ B] Costly □

C] Very Costly □ D] Reasonable □

7) To what extent Are you satisfied with the quality of products in Vishal Mega Mart ?

-50 -40 -30 -20 -10 0 10 20 30 40 50



8) What do you feel about service of Vishal Mega Mart ?

A] Best □ B] Excellent □

C] Better □ D] Worst □

9) What do you say about whole performance of the Vishal Mega Mart?

A] Best □ B] Excellent □

C] Better □ D] Worst □

10) Do you agree that promotional activities are carried by Vishal Mega mart are

effective?

A] Agree □ B] Disagree □

11) Comparing to other marts, Vishal Mega Mart service is ?

A] Best □ B] Average □ C] Worst □

12) Have you found out any problem while buying products in Vishal Mega Mart ?

A] Yes □ B] No □

13) According to you which promotional activities carried out by Vishal Megha Mart are

good?

A] Banner □ B] Pamphlets □



C] Advertisement □ D] TV Add □

14) Are you satisfied with the present service of Vishal Mega Mart ?

A] Yes □ B] No □

15) Presently what you are expecting from Vishal Mega Mart ?

_____________________________________________________

16) Lastly give any suggestions regarding an improvement of service of Vishal Mega Mart


a project report on to know the awareness of the customers towards vishal mega mart

Business

vishal mart

different customers

vishal brand

vishal mega mart stores

profit figures ofthe

vishalmega mart

company profilevishal

largest market retail