PROJECT REPORT

ON
Customer satisfaction at Pantaloons Bathinda.

A training report submitted in partial fulfillment of the requirement for the degree of
BACHELOR OF BUSINESS ADMINISTRATION
(2014-2017)

Submitted by: CHANDNI GUPTA

BBA-5th SEM
UID: 142261032

BABA FARID COLLEGE,

BATHINDA

1
 Declaration

I, Chandni gupta hereby declare that this Project Report titled “Study on customer satisfaction at
Pantaloons Bathinda” aim my original work and have not been previously submitted for the
award of any degree or other program in any institution.

2
 Acknowledgement

There is always a sense of gratitude which one express for others for their help and supervision
in achieving the goals. We too express by deep gratitude to each and every one who has been
helpful to me in completing the project report successfully.

First of all, we are highly thankful to our Training mentor for giving this great opportunity to
make this assignment.

We also are thankful to Faculty for giving us never ending expert guideline to pursue my project
in planned way.
We feel self short of words to thanks our parents and friends who had directly or indirectly been
instrumental in the completion of the project. I indebted to all respondents for their time &
passion during the long conversations.

We would also like to thank almighty God for blessing showered on us during the completion of
project report.

Thank you
Chandni gupta
(Student)

3
 TABLE OF CONTENTS
Sr. no Contents Page no

1. CHAPTER-1 5-19
Introduction to the company and Topic
2. CHAPTER-2 20-21
Objectives
3. CHAPTER-3 22-23
Scope
4. CHAPTER-4 24-25
Research Methodology
 Universe of the
study
 Research
design
 Sample size
 Source of data
 Limitations of
the study
5. CHAPTER-5 26-36
Data Analysis & Interpretation
6. CHAPTER-6 37-38
Findings
7. CHAPTER-7 39-40
Limitations
8. CHAPTER-8 41-42
Conclusion
9. Annexure 43-45
10. Bibliography 46

4
5
 CHAPTER-1
INTRODUCTION

6
 INTRODUCTION TO THE COMPANY
Introduction

The India Retail Industry is the largest among all the industries, accounting for over 10 per cent
of the country’s 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.
ADITYA BIRLA GROUP

7
A US $40 billion corporation, the Aditya Birla Group is in the League of Fortune 500. It is
anchored by an extraordinary force of over 136,000 employees belonging to 42 different
nationalities. The Group has been ranked Number 4 in the global 'Top Companies for Leaders'
survey and ranked Number 1 in Asia Pacific for 2011. 'Top Companies for Leaders' is the most
comprehensive study of organizational leadership in the world conducted by Aon Hewitt,
Fortune Magazine, and RBL (a strategic HR and Leadership Advisory firm). The Group has
topped the Nielsen's Corporate Image Monitor 2012-13 and emerged as the Number 1 corporate,
the 'Best in Class'
50 per cent of the Aditya Birla Group's revenues flow from its overseas operations. The Group
operates in 36 countries – Australia, Austria, Bangladesh, Brazil, Canada, China, Egypt, France,
Germany, Hungary, India, Indonesia, Italy, Ivory Coast, Japan, Korea, Laos, Luxembourg,
Malaysia, Myanmar, Philippines, Poland, Russia, Singapore, South Africa, Spain, Sri Lanka,
Sweden, Switzerland, Tanzania, Thailand, Turkey, UAE, UK, USA, and Vietnam.
The Aditya Birla Group is an Indian multinational conglomerate named after Aditya Vikram
Birla, headquartered in the Aditya Birla Centre in Worli, Mumbai, India.
The Aditya Birla Group is the world's largest producer of Viscose Staple Fiber industry. It
operates from India, Laos, Thailand, Malaysia and China. It owns the Birla Cellulose brand.
Apart from viscose staple fiber, the group also owns acrylic fiber businesses in Egypt and

8
Thailand, viscose filament yarn businesses and spinning mills in India and South East Asia. The
group has pulp and plantation interests in Canada and Laos. Its two companies i.e. Aditya Birla
Nuvo Ltd. and Grasim Bhiwani Textiles Ltd. which is a subsidiary of Grasim Industries are in
textile business.
Our Vision
To be a premium global conglomerate, with a clear focus on each of the businesses.
Our Mission
To deliver superior value to our customers, shareholders, employees and society at large.
Values:
Integrity: We believe in growth of the organization with the growth of our people.
People are our investors, partners (Vendors), employees, customers and
stakeholders of the companies.
Commitment: Aditya Birla is a name known for higher value and good quality. We do
what we commit to our people.
Passion: Our excellence in every field of business and promise to provide the best
shows the passion of the organization.
Seamlessness: We work beyond limits; we go one step ahead of others to serve and to
benefit.
Speed: Growth is important but timely growth is the key to success. We believe
to act early.

PANTALOONS FASHION AND RETAIL LTD.

9
Pantaloons Fashion & Retail Limited is an Indian premium clothing retail chain. The first
Pantaloons store was launched in Gariahat, Kolkata in 1997. As of November 2013, there are 76
Pantaloons stores in 44 cities. Pantaloons were previously controlled by the Future Group, but
have now been taken over by Aditya Birla Nuvo Limited (ABNL).
Spotlighting today's buoyant youth, Pantaloons Fashion Retail Ltd., India's premium lifestyle
apparel company offers chic and trendy fashion to meet their ever-changing needs. With
innovative designs, concepts and products, the company brings the latest trends in fashion and
clothing styles to the apparel market. Pantaloons reflect the ideology of always keeping alive the
'newness factor' through fashion apparel and accessories that are visually appealing and
fashionably upbeat.
The first Pantaloons store was launched amidst much fanfare in Gariahat, Kolkata in 1997. Over
the years, the brand has undergone several transitions and re-invented itself to bring forth
compelling trends and styles catering to the evolving fashion hub.
Since its inception, Pantaloons progressed from retailing just a mix of brands to its very own
popular private labels as well, designed by the in-house Design Studio. With a sharp focus on
bringing the latest in fashion, the Design Studio combines its prowess in design and aesthetics to
present styles that keep the consumer fashionably dressed each season.
Initially positioned as a store catering to the fashion needs of the entire family, Pantaloons has

10
now transitioned to a fashion and lifestyle brand with an emphasis on youth and a focus on
designs that are inherently in sync with current fashion trends. This compelling combination has
helped Pantaloons retain its place on the style radar of every consumer's wardrobe.
Pantaloons stores have an abundance of choices across categories that range from western to
Indian wear, formal to party wear and active wear for men, women and kids. To further add to
the customer's innumerable choices that reflect style, attitude, and comfort, Pantaloons has
extended its horizons to fashion accessories like fragnances, footwear, handbags, watches,
sunglasses and much more.
With a chain of 81 fashion stores across 40 cities and towns, Pantaloons is constantly extending
its foot-prints into the rest of modern India.
Pantaloons which were previously controlled by the Future Group have now been taken over by
Aditya Birla Nuvo Limited ['ABNL']. ABNL is a part of the prestigious Aditya Birla Group, a
$40 billion Indian multinational, operating in 36 countries across the globe with over 136,000
employees.
The company offers an incredible and complete one-stop shopping experience to its buyers
through its vast collection of more than 100 prestigious brands for the discerning fashionista. The
81 aesthetically designed stores spread across the country display a range of classy and trendy
merchandise that truly lives up to Pantaloons’ maxim of ‘fresh fashion’.
A typical Pantaloons store is spread across a sprawling retail space of about 28,000 sq. ft.,
comprising a brand portfolio that runs across a wide gamut of styles that spell class. The
collection includes ready-to-wear western and ethnic apparel for men, women and kids,
complemented by an exhaustive range of accessories.
The women’s section houses the private labels — Bare Denim, Bare Leisure, Rig, Annabelle,
Honey, and Ajile — in western wear, as well as the choicest ethnic wear from RangManch,
Trishaa and Akkriti. Popular brands like Lee Cooper, Biba and W are also available.
The private labels for men in western wear include Lombard, Rig, Bare Denim, Bare Leisure and
JM Sport apart from trendy brands like Urbana, Scullers, John Miller, and Indigo Nation. Akkriti
provides a wide selection of ethnic wear.
Kids can choose from private labels like Bare Denim, Bare Leisure, Rig, or indulge in exclusive
brands like Lee Cooper Juniors, Chalk exclusive, Chirpy Pie & Bare in addition to international
brands like Barbie and Disney. For the ethnic look, they can opt for traditional wear from

11
Akkriti.
Pantaloons offer much more than just apparel. Customers can shop from an assortment of
watches from renowned international brands like Tommy Hilfiger, Esprit, Kenneth Cole, Citizen,
Timex, and Titan, among other brands.
Trendy sunglasses from Polaroid, Guess, Police, Scott, I Dee and Allen Solly are also available.
The accessories and beauty segments display an attractive collection of lady’s handbags from
Lavie, Caprese, Fiorelli and Fastrack. Also available are products from colour cosmetic brands
such as Bourjois, Chambor, Deborah, Faces, Revlon, Maybelline, and Lakmé, as well as a wide
collection of exotic fragrances.
With its overwhelming repertoire of lifestyle apparel brands, Pantaloons is focused on growth
while continuing to create fresh fashion. Pantaloons is recognized by its warm personalized
service that completes the core proposition of this trendy chain.
The Aditya Birla Group ranks high in the League of Fortune 500 Corporations of the world with
a strong mix of talented and capable personnel comprising of 42 different nationalities, who are
credited with anchoring the organization and scripting one brilliant success story after another.
Backed by the giant conglomerates, ABNL and Future Group, both the entities will work in
tandem to derive operational synergies for back-end, supply chain and other crucial value drivers
of the business.
With its overwhelming repertoire of lifestyle apparel brands, Pantaloons is focused on growth
while continuing to create fresh fashion. Pantaloons are recognized by its warm personalized
service that completes the core proposition of this trendy chain.
Company Hierarchy

12
r
s
e
P
e
s
i
v i
dn
i
s
e
r
p t
e
n
e
d t
Kid’s wear
Boy’s wear: chalk
Girl’s wear: chalk & Akkriti
There are also some brands which are:
Men’s wear
Private label: SF Jeans, Altomoda, Bare denim, bare leisure, Byford, Lombard, RIG, F factor
Non private label: Blackberry, Celio, Fifa, Lee, Levis, Manyavar, Pepe, Spykar, Turtle
Madura Fashion & Lifestyle: Allen Solly Men, Louis Philippe, LP Sport, PE Casual, PE
Traditions, Peter England, Van Heusen, Vdot, VH Sport
Women’s wear
Private label: SF Jeans, Altomoda, Bare denim, RIG
Non Private label: 109f, And, Chemistry, Kraus, Levis, Pepe, Remanika, Spykar, Arha, Biba,
Fusion Beats, Global Desi, Miss Unique, Rain & Rainbow
Madura Fashion & Lifestyle: Allen Solly Women, Van Heusen
Kid’s wear
Private label: Bare, Chirpie Pie, Disney, Rig Kids Non Private label: Barbie, Gini N Jony, LC
Kids, Levis, Zero Madura Fashion & Lifestyle: Allen Solly Kids
Accessories are also present in the stores for the customers to choose from various brands. PFRL
doesn’t have any private label for accessories.
13
Non Apparels (Accessories):
Cosmetics: Lakme, Loreal, Nautica, Revlon Etc.
Diamond Jewellery: Manorama, Creation, Nakshatra, Sangini, Cygnus Etc.
Fashion Jewellery: 109F, Akkriti, Barbie, Biba, Disney, Gini N Jony, Kuber, Umm Etc.
Fragrances: Adidas, Ajmal, Benetton, Boss, Burberry's, Calvin Klein, Christian Dior, Ck,
D&G, Diesel, Dupont, Emporio Armani Etc
Handbags: 109f, Adidas, Ajile, Akkriti, Allen Solly, Annabelle, Baggit, Converse, Fasttrack,
Guess Etc.
Footwear: Action, Adidas, Allen Solly, Buffalo, Canvax, Cat, Clarks, Converse, Hush Puppies
Etc.
Sunglasses: Allen Solly, Calvin Klein, Casio, Converse, Creative, Dior, Fastrack, Hugo Boss,
Lens eye etc.

All the above departments work closely with each other to complete their task and achieve their
individual goals. Each department is interdependent with each other. The objective of these

departments is to accomplish mission and vision of the company:

1. Design Department: This department is basically developing sample of merchandise and
developing range of merchandise for upcoming season and work closely with buying
department. Designer attains fashion events and shows to keep tap on current and
upcoming trends.
2. Buying Department: This department is selecting what merchandise will be stocked in
store based on discussion happened with planning team. They work closely with design
department to approve sample and range of merchandise, attain fashion events and
forecast the trends. They also interact with other departments like marketing, sourcing,
planning and quality control to get appropriate advice that will help them in Achieving6
Company’s ultimate target. Apart from this, they frequently keep in touch with suppliers
and vendors.
3. Sourcing Department: It is management of a supply market to ensure access to adequate
resources required for the long term needs of the firm: understand market characteristics,
identify relevant potential suppliers, define a strategy for the firm, and set the objectives
for any market shaping effort. Sourcing frames the agreement with the suppliers involved

14
 in the strategy, without necessarily going into the details of the contract. Sourcing teams
include elements internal and external to the firm to reach their objectives, to include the
eventual optimization of specifications in coordination with engineering, marketing, and /
or research. Sourcing is the strategic management of external resources.

They have to figure out different vendors who can give them better value in terms of price,
production, lead time, shipment mode and other production aspect after the budget allocates for
range by other departments, coordinates with buying and design department.
4. Planning Department: This department is making OTB plan, Option plan, allocation,
offers, monitors day wise sells, end of season sell, stock in warehouse and store. They
also recommend buyer about which style is hitting the shopping floor, monitor sales,
stock in warehouse and shop floor, sell through, offer planning and do allocation of
merchandise according to requirement of particular merchandise in particular store. This
is also known as Inventory Management and Distribution Management. Planner are the
backbone of any company if there over stock or stock out its planner responsibility to
control inventory and coordinate with other team like buying and also do meeting with
other senior people of company.
5. Operation Department: They work to make sure that employers' businesses run
effectively, smoothly and professionally. This includes all those who work in the
organisation from the management to assembly line workers up to the guys loading and
offloading trucks in manufacturing and retail distribution centers. S eye etc.
6. VM Department: This department coordinates with designer and buyer for the theme of
season and then they make visual of store accordingly. Their responsibility to change
visual of all store at the same time, this include display of merchandise and lighting.
There are some elements that are involved in visual merchandising are Window Displays,
Interior Displays, Signs, Cosmetic Productions and other Special Sales and Promotions.
Team tries to combine these element and covey their idea to customer.
7. Marketing Department: They basically communicate the value of product to the
customers for that this department is divided in three teams ATL (Above the Line), BTL
(Below the Line) and LOYALTY. In ATL they are covering large Geographical area by
advertising from Radio, TV and National news papers and in BTL they are covering
particular targeted area by organizing fashion events and shows. In LOYALTY they are

15
 distributing Cards and coupons to customer first to check loyal customer and then start
analyze about loyal customer’s next need and offer it to customer on discount. It is one of
innovative department and generating new idea.
8. Finance Department: Major roles of the finance department are to identify appropriate
financial information prior to communicating this information to managers and decision
makers, in order that they may make informed judgments and decisions. This
department’s responsibility for organizing the financial and accounting affairs including
the preparation and presentation of appropriate accounts, and the provision of financial
information for manager.
9. Admin Department: They are managing and distributing information within office like
greeting clients and employees, answering the calls, maintaining files, record of
expenditure, stationary, printing, housekeeping, Administrative assistants are responsible
for communicating with clients, outside vendors and staff members on behalf of their
employer. They greet customers, answer the phone, take messages and set up meetings.
This department is interrelated to HR department.
10. HR Department: Human resource management (HRM) in organizations designed to
maximize employee performance in service of their employer’s strategic objectives. In
Pantaloons, HR is primarily concerned with how people are managed within
organizations, focusing on policies and systems. HR department is responsible for a
number of activities, including employee recruitment, training and development,
performance appraisal, and rewarding. Human resources assistants may process and
regularly update personnel, payroll and job applicant records.
11. Garment Technology Department: It is divided in three teams one is Construction /Fit
Team, another is Testing team and last is Inspection team. Construction team basically
checking the size measurement and its grading, Testing team are doing chemical like
crocking, bleeding, color fastness to light etc and physical test like pilling, abrasion
resistance etc and inspection team is visiting manufacturing unit to see the directed
production, there also checking for complete garment which is done in last by Testing
team.

16
12. Supply Chain Department: It is the management of the flow of goods. It includes the
movement and storage of raw materials, work-in-process inventory, and finished goods
from point of origin (Manufacturing Unit) to point of consumption (Store).

The first Pantaloons store was launched amidst much fanfare in Gariahat, Kolkata in
1997. Over the years, the brand has undergone several transitions and re-invented itself to
bring forth compelling trends and styles catering to the evolving fashion hub. Since its
inception, Pantaloons progressed from retailing just a mix of brands to its very own
popular private labels as well, designed by the in-house Design Studio. With a sharp
focus on bringing the latest in fashion, the Design Studio combines its prowess in design
and aesthetics to present styles that keep the consumer fashionably dressed each season.
Initially positioned as a store catering to the fashion needs of the entire family,
Pantaloons has now transitioned to a fashion and lifestyle brand with an emphasis on
youth and a focus on designs that are inherently in sync with current fashion trends. This
compelling combination has helped Pantaloons retain its place on the style radar of every
consumer's wardrobe.

Pantaloons stores have an abundance of choices across categories that range from western
to Indian wear, formal to party wear and active wear for men, women and kids. To
further add to the customer's innumerable choices that reflect style, attitude, and comfort,
Pantaloons has extended its horizons to fashion accessories like fragrances, footwear,
handbags, watches, sunglasses and much more. With a chain of 81 fashion stores across
40 cities and towns, Pantaloons is constantly extending its foot-prints into the rest of
modern India. Pantaloons which were previously controlled by the Future Group have
now been taken over by Aditya Birla Nuvo Limited ['ABNL']. ABNL is a part of the
prestigious Aditya Birla Group, a $40 billion Indian multinational, operating in 36
countries across the globe with over 136,000 employees.

The company offers an incredible and complete one-stop shopping experience to its
buyers through its vast collection of more than 100 prestigious brands for the discerning
fashionista. The 81 aesthetically designed stores spread across the country display a range
of classy and trendy merchandise that truly lives up to Pantaloons’ maxim of ‘fresh
fashion’. A typical Pantaloons store is spread across a sprawling retail space of about

17
28,000 sq. ft., comprising a brand portfolio that runs across a wide gamut of styles that
spell class. The collection includes ready-to-wear western and ethnic apparel for men,
women and kids, complemented by an exhaustive range of accessories. The women’s
section houses the private labels — Bare Denim, Bare Leisure, Rig, Annabelle, Honey,
and Ajile — in western wear, as well as the choicest ethnic wear from RangManch,
Trishaa and Akkriti. Popular brands like Lee Cooper, Biba and W are also available.

The private labels for men in western wear include Lombard, Rig, Bare Denim, Bare
Leisure and JM Sport apart from trendy brands like Urbana, Scullers, John Miller, and
Indigo Nation. Akkriti provides a wide selection of ethnic wear.

Kids can choose from private labels like Bare Denim, Bare Leisure, Rig, or indulge in
exclusive brands like Lee Cooper Juniors, Chalk exclusive, Chirpy Pie & Bare in addition
to international brands like Barbie and Disney. For the ethnic look, they can opt for
traditional wear from Akkriti. Pantaloons offer much more than just apparel. Customers
can shop from an assortment of watches from renowned international brands like Tommy
Hilfiger, Esprit, Kenneth Cole, Citizen, Timex, and Titan, among other brands. Trendy
sunglasses from Polaroid, Guess, Police, Scott, I Dee and Allen Solly are also available.
The accessories and beauty segments display an attractive collection of lady’s handbags
from Lavie, Caprese, Fiorelli and Fastrack. Also available are products from colour
cosmetic brands such as Bourjois, Chambor, Deborah, Faces, Revlon, Maybelline, and
Lakmé, as well as a wide collection of exotic fragrances. With its overwhelming
repertoire of lifestyle apparel brands, Pantaloons is focused on growth while continuing
to create fresh fashion. Pantaloons is recognized by its warm personalized service that
completes the core proposition of this trendy chain.

The Aditya Birla Group ranks high in the League of Fortune 500 Corporations of the
world with a strong mix of talented and capable personnel comprising of 42 different
nationalities, who are credited with anchoring the organization and scripting one brilliant
success story after another. Backed by the giant conglomerates, ABNL and Future Group,
both the entities will work in tandem to derive operational synergies for back-end, supply
chain and other crucial value drivers of the business. With its overwhelming repertoire of
lifestyle apparel brands, Pantaloons is focused on growth while continuing to create fresh

18
 fashion. Pantaloons are recognized by its warm personalized service that completes the
core proposition of this trendy chain.

Main functions of supply chain management are as follows:

1) Inventory management
2) Distribution management
3) channel management
4) Payment management
5) Financial management
6) Supplier management
7) Transportation management
8) Customer service management. Some of their work is already done by planning team
only Inventory Management and Distribution Management. They closely work with
planning department and interchange information regarding stock delivery from supplier
to warehouse and warehouse to store or if any stock is available for inter store transfer or
vendor has to direct supply to store SCM team take care of this things.

19
 INTRODUCTION OF PROJECT

Customer satisfaction is a term frequently used in marketing. it is a measure of how products

and services supplied by a company meet or surpass customer expectation. Customer satisfaction
is defined as “ the number of customers , or percentages of total customers, whose reported
experience with a firm , its products, or its services exceeds specified satisfaction goals.
The marketing accountability standards board (MASB) endorses the Definitions , purposes , and
construct of classes of measures that appear in marketing metrics as part of its ongoing common
language in marketing project . customer satisfaction metric very useful in managing and
monitoring their businesses.
It is seen as a key performance indicator within business and is often part of a balances scorecard
.In a competitive marketplace where businesses complete for customers, customer satisfaction is
seen as a key differentiator and increasingly has become a key element of business strategy.
With in organizations, customer satisfaction ratings can powerful effects. They focus employees
in the importance of fulfilling customers’ expectations. Furthermore, when these ratings dip, they
warn of problems that can affect sales and profitability. These metrics quantify an important
dynamic. When a brand has loyal customers, it gains positive word-of-mouth marketing, which
is both free and highly effective.
Therefore ,it is essential for businesses to effectively manage customer satisfaction. To be able
do this , firms need reliable and representative measures of satisfaction.

20
 CHAPTER-2
OBJECTIVE OF THE STUDY

21
 Objectives of study

 To reach the satisfaction level of customer.

 To know the factor which influence customer satisfaction more.

22
 CHAPTER-3
SCOPE OF THE STUDY

23
 Scope of the study

o The scope of the project is to satisfy the needs of customers.

24
 Chapter-4
Research methodology

25
 Research methodology
- Research methodology is scientific method based on observation phenomena that are
either directly or indirectly related to specific subject matter of your proposed research
methodology having two steps that are as follows:

Primary data:
- Questionnaire.
- Interview.

Secondary data:
1. Magazines
2. Websites
Sampling plan
Under sampling plan we have to take three dimensions:
- Sample unit: Bathinda.
- Sample size: 30
- Sampling technique- simple random sampling.

26
 CHAPTER-5

DATA ANALYSIS &

INTERPRETATION

27
 1. What is reason for choosing these service ?

a) Quality service.
b) Brand image.
c) Offers.

Particular No. of respondents Percentage

Quality service 19 64%
Brand image 10 33%
Offers 1 3%
total 30 100%

Sales
3%

Quality service
33% brand image
offers

64%

Interpretation: The above analysis shows that 30 customers 64% said that quality service

33% brand image, 3% offers.

2. Q2 What is the reason behind for satisfaction of customers ?

a) Retention of customers.
b) Service System.
c) Organizational Culture.
d) Other reason.
Particular No. of respondents Percentage
28
 Retention of customer 0 0%
Service System 23 77%
Organizational Culture 6 20%
Other reason 1 3%
total 30 100%

Sales
3%

20%
Retention of customer
Service System
Organizational Culture
other reason

77%

Interpretation: The above analysis show that 77% said service system while 20% said
organizational culture and 3% said other reasons and retention of customer were 0.

3. Are you satisfied with the services which are provided by the Pantaloons?

29
 a. Yes.
b. No.

Particular No. of respondents Percentage

Yes 29 97%
No 1 3%
Total 30 100%

Sales
3%

Yes
No

97%

Interpretation: The above analysis shows that 97% said yes , 3% said no.

4. What type of service plans which are provided by the organization to customers?

30
 a) Green card plans.

b) Dealing by employee.

c) Other services.

Particular No. of respondent percentage

Green card plans 10 33%
Dealing by employee 20 67%
Other services 0 0%
Total 30 100%

Response of employees
Green card plans Dealing by employee other services

33%

67%

Interpretation: The above analysis shows that 67% said dealing by employee, 33% said green
card plans and other services 0%.

31
 5. Rate your level of satisfaction with the advertisement of the Pantaloons?

a) Highly satisfied.

b) Satisfied.

c) Average.

d) Dissatisfied.

e) Highly dissatisfied.

Particular No. of respondent Percentages

Highly satisfied 17 57%
Satisfied 10 33%
Average 1 3%
Dissatisfied 1 3%
Highly dissatisfied 1 3%
Total 30 100%

Sales
3%
3%
3%

Highly satisfied
Satisfied
Average
Dissatisfied
33% Highly dissatisfied

58%

Interpretation: The above analysis shows that 58% customers are highly satisfied and 33%
customers are satisfied , 3% average , 3% dissatisfied and 3% customers are highly
dissatisfied.

32
 6. So how regular are you to pantaloons?

a. Daily.

b. Weekly.

c. Monthly.

d. During offers

Particular No. of respondents Percentages

Daily 16 57%
Weekly 7 25%
Monthly 4 12%
During offers 3 6%
Total 30 100%

Sales

25%

Daily
Weekly
Monthly
During offers
57%
11%

6%

33
 Interpretation: The above analysis shows that 57% said during offers , 25% said daily ,12%
said weekly and 6% said monthly.

7. Which department gives the best offers?

a. Clothes department.

b. Non Apps.

Particular No. of respondent Percentage

Clothes department 25 83%
Non Apps 5 17%
total 30 100%

Sales

17%

Clothes department
Non Apps

83%

34
Interpretation: The above analysis shows that 83% clothes department and 17% non apps.

8. How do you feel about the pricing of PANTALOONS Services as compared various
other?

a. Expensive

b. Competitive.

c. Can’t say.

Particular No. of respondents Percentage

Expensive 17 57%
Competitive 7 23%
Can’t say 6 20%
Total 30 100%

Sales

20%

Expensive
Competitive
Can't say

57%
23%

35
Interpretation: The above analysis shows that 57% said expensive, 23% said competitive and
20% said can’t say.

9. Who has influenced you, in purchase decision toward PANTALOONS Garments?

a) Colleagues’.

b) Friends.

c) Family members.

d) Others.

Particular No. of respondents Percentages

Colleagues’ 12 40%
Friends 7 23%
Family members 11 37%
Others 0 0%
Total 30 100%

Sales

37% Colleagues'
40% Friends
Family members
Others

36

23%
Interpretation: The above analysis shows that 40% said colleagues, 37% said family members ,
23% said friends and 0 said others.

10. Have you faced any problems at the time of purchase & usage?

a) Yes.

b) No

Particular No. of respondent Percentage

Yes 5 17%
No 25 83%
total 30 100%

Sales

17%

Yes
No

37
83%
Interpretation: The above analysis shows that 83% no and 17% said yes.

CHAPTER-6
FINDINGS

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 FINDINGS

O Customers are satisfied with choosing our services.

O They are satisfied with our services.

O They are satisfied with our organization plans.

O Customers are saying that services of pantaloons are expensive.

O Customers are saying that clothes department is providing best offers.

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 CHAPTER-7
LIMITATIONS

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 LIMITATIONS
* Some of the respondents were not cooperative.

* Times was the major constrain to collect the data.

* The study does not be able to control the abnormal factor which is likely to
influence the satisfaction of customer.

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 CHAPTER-8
CONCLUSION

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 CONCLUSION
 Pantaloons can attract more customers by different variety.

 Working environment is good and also the various facilities is provided to

increase the customer services.

 Company provided good services and brand quality for customers.

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 QUESTIONNAIRE
Dear Respondents,

We are preparing a project on the topic “Study on Performance Appraisal

system in Pantaloons”. So dear respondent, please help us by filling up the following
questionnaire. All the information provided by you will be kept confidential and used strictly for
the study purpose only. We would be highly thankful to you for your co-operation.

(Section –A)
Name…………………………………………………..
1. Age………………………………... a) 18-25 b) 25- 35

c) 35-45 d) Above 45

2. Gender…………………………… a) Male b) Female

3. Department……………………… a) Teaching b)Non-teaching
4. Qualification……………………………………………
5. Background……………………… a) urban b) rural
6. Experience of service (in yrs)…….
7. a)less than 1 year b) 1-2 years c) 3-5 years d)more than 5 yrs
8. Email I.D. …………………………………………………………………...

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 (Section)- B

1. What is the reason for choosing these services?

a) Quality service.

b) Brand image.

c) Offers.

2. What is the reason behind for satisfaction of customers?

a) Retention of customers.

b) Service System.

c) Organizational Culture

d) Other reasons.

3. Are you satisfied with the services which are provided by Pantaloons?

a) Yes

b) No

4. What type of service plans which are provided by the organization to customers?

a) Green card plans.

b) Dealing by employee.

c) Other services.

5. Rate your level of satisfaction with the advertisement of the Pantaloons?

a) Highly satisfied

b) Satisfied

c) Average.

d) Dissatisfied.

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e) Highly dissatisfied.

6. So how regular are you to pantaloons?

a) Daily.

b) Weekly.

c) Monthly.

d) During offers.

7. Which department gives the best offers?

a) Clothes department.

b) Non Apps.

8. How do you feel about the pricing of PANTALOONS Services as compared various
other?

a) Expensive

b) Competitive.

c) Can’t say.

9. Who has influenced you, in purchase decision toward PANTALOONS Garments?

a) Colleagues’.

b) Friends.

c) Family members.

d) Others.

10. Have you faced any problems at the time of purchase & usage?

a) Yes.

b) No.

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 BIBLIOGRAPHY

WWW.Pantaloons.COM

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WWW.Google.COM

WWW.futuregroup.COM

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