a project report on to know the awareness of the customers towards vishal mega mart
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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 awholesaler, & 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 .Indias 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
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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 assuppliers, 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
Retailers 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
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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
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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,IndustrialProducts,
Shoping Products, convienanceProducts
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,
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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 thekeys 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.
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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, ACs, 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
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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 customers 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
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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
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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:
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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
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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 marts 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
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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.
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2. APPARELS
Apparels Section is divided into four categories: Mens, Ladies, Kids and Home linen.
MENS 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 Mens 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. Signages 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.
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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 -
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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.
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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
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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--WholesalerRetailerFinal--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.
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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 ofservices 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
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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, teashops, 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.
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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 countrys 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
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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 Industryin 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
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India is the country having the most unorganized retail market. Traditionally it is a
familys livelihood, with their shop in the front and house at the back, while they run
the retail business. More than 99% retailers 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 ontranslating 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 Tatas, Rahejas, Piramalss, Goenkas 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.
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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 increasingworkingwomen 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 Indias 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 countrys 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
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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
810 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 servicescompany, 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
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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 UKs 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, Europes 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 ShuddiSampurna 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
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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 (firms) 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 studyEvery 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 customers opinion might have been biased and may not represent the whole
population of the city.
Most customers were busy and with their work.
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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,
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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 Sampling1. 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: Businessmens, professionals, students, employee
5. sampling extent: Hubli city .
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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.
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Which mart do you prefer
Frequency Percent ValidPercent
CumulativePercent
Valid big bazar 21 21.0 21.0 21.0vishal megamart
67 67.0 67.0 88.0
shopers shop 5 5.0 5.0 93.0
others 7 7.0 7.0 100.0
Total 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.
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Which factors influenced you to purchase products in vishal mega mart?
Frequency Percent Valid Percent Cumulative Percent
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.
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Are you satisfied with price of products available in vishal mega mart
Frequency Percent Valid Percent Cumulative Percent
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.
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What do you feel about prices of products in vishal mega mart?
Frequency Percent Valid Percent Cumulative Percent
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
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To what extent are you satisfied with the quality of products in vishal megamart?
Frequency Percent ValidPercent
CumulativePercent
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 64.0
40 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.
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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?
Frequency Percent Valid Percent Cumulative Percent
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.
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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
Frequency Percent Valid Percent Cumulative Percent
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.
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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 martare effective?
Frequency Percent Valid Percent Cumulative Percent
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.
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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
Frequency Percent Valid Percent Cumulative Percent
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.
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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 megamart?
Frequency Percent Valid Percent Cumulative Percent
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 problemwhile 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.
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Acording to you which promotional activity carried out by vishal mega martare good?
Frequency Percent Valid Percent Cumulative Percent
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.
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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
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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:
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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 65out of 100respondents 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
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Po = 65/100
=0.65
Z = Po P
S
= 0.65 0.70 = -10.8695
0.0046
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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 areagree with the promotional acticvity.
Ho
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= 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 productsH0= 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 isreasonable
Testing hypothesis is at 5% Level of significant
N= 100
PH0=55%
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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
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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
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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 arereasonable. 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.
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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.
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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 itcomes 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
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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 amongcustomer 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
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BIBLIOGRAPHY
BOOKS:
Consumer Behaviour --- Leon G. Schiffman
Leslie Lazar Kanuk
Magazines:
Business Week
Business World
Economic Times
Websites:
www.google.com.
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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 30,00030,001 to 40,00040,001 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?
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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 ?
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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
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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