SUMMER TRAINING PROJECT REPORT

ON
CUSTOMER SATISFACTION AT PANTALOONS
FASHION & RETAIL LTD.
(A study of Organised retail at Janakpuri East with special focus on market share and customers
perception of Pantaloons Product offers at Delhi/NCR)

Submitted To:
Lloyd Institute of Management and Technology- LIMT, Greater Noida- India for the Partial
fulfillment of the Award of Degree Of Masters in Business Administration of Uttar Pradesh
Technical University- Lucknow, Uttar Pradesh, India Batch (2013-15)

LLOYD INSTITUTE OF MANAGEMENT & TECHNOLOGY

Faculty Guide:
Dr.Vivek Kumar

Industry Guide:
Mr. Anil Sharma

Associate Professor

Operation Executive,

Submitted by
Govind Singh
MBA, 2013-15
Roll No: 1317270023

Pantaloons Retails

ACKNOWLEDGEMENT

I, GOVIND SINGH, MBA Student in LLOYD INSTITUTE OF MANAGEMENT &

TECHNOLOGY,

GREATER NOIDA is highly grateful to all those who guided me in completing

this project.

First of all, I would like to pay my heartiest thanks to the entire family of PANTALOONS,
especially Mr. ANIL SIR (Operation Executive) Pantaloons fashion & retail ltd. JANKPURI
EAST Delhi. Who provided me such a wonderful opportunity to do Summer Training and
provided their valuable suggestions in understanding the work of Research Project.I would also
express my sincere gratitude to Mr. Harendra (department manager)
Last but not the least, I would like to thanks to Dr. VIVEK KUMAR, (Associate Professor)
LLOYD INSTITUTE OF MANAGEMENT & TECHNOLOGY, who gave me the useful tips
and suggestions regarding project. I would like to thanks for imparting her valuable guidance to
me.

Declaration

I hereby declare that I have carried out Summer Training Project on the topic entitled Customer
Profiling & Purchase Parameters at pantaloons fashion & retail ltd.
I further declare that this project work is based on my original work and no part of this project
has been published or submitted to anybody.

GOVIND SINGH

PREFACE

Summer training at any business organization makes the students more practical and habitual to
analyze the situation in more crucial a refined way, which ultimately contributes a later stage of
practice. It also helps in filling up the gap between theoretical and practical experience. The
business winner will be those organizations that size and expert opportunity by strategically
positioning themselves.
The Objective of this project is to find out the awareness of individual towards the Retail sector.
And other most important objective of this project to know about customer profiling and
purchase parameter
During preparing this project we meet many investors who have decided to buy a dresses. We
use some source of information to prepare this project. We prepare this project on behalf of
Pantaloons fashion & retail ltd.. Hence this framework is derived from the practice adopted by
the companies in order to sustain and grow.
We are serving the following pages that will endow the reader with insight in to the Indian retail
sector from the corporate view- point. This study has been very useful learning experience
enriching knowledge in the field of retail sector.

GOIVND SINGH

TABLE OF CONTENTS

PAGE NO.
EXECUTIVE SUMMARY
INTRODUCTION
OBJECTIVE OF REPORT
BRIEF HISTORY OF ORGANISATION
CEOs MESSAGE
AWARDS
COMPANY PROFILE
ORGANISATION STRUCTURE
MISSION, VISION AND OBJECTIVE
RESEARCH METHODOLOGY
LIMITATION
DATA ANALYSIS
RESEARCH FINDING
RECOMMENDATION AND CONCLUSION
ANNEXURE

1
4
13
15
29
31
34
43
46
52
57
59
70
72
75

BIBILIOGRAPHY

78

Executive summary

~1~

The organized fashion retail industry has grown over in last five years, as regards the Indian
Market grwth, and the demands of the youths and the brand consciousness around. This summer
project report is encircled with the epithets of this paradigm only.

Customer satisfaction is a concept that more and more companies are putting at the heart of
their strategy, but for this to be successful, theyre needs to be clarity about what customer
satisfaction means and what needs to happen to drive improvement.

Market survey is the process of collecting and analyzing information about the customers we
want to reach, called target market. This information provides us with the business intelligence
we need to make informed decisions. Market research can help us create a business plan, launch
a new product or service, fine tune our existing products and services, expand into new markets,
develop an advertising campaign, set prices, and/or select a business location.
A market survey is an important requirement for initiating any successful business. The
objective of a market survey is to collect information on various aspects of the business.

Market research can help us to identify:

Growth trends in business sector

Size of target market

Best location for business

How business stacks up against the competition

Factors that influence buying decisions

~2~

Degree of demand for a product or service

The types of features or special services they want

What they like and dislike about a product or service

How they use your product or service

This study is aiming the total market of consumer clothing and the position of Pantaloons in the
specific market. The study helps the company to judge the quality and developments needed by
customers

~3~

Introduction

~4~

Introduction:

Retail is Indias largest industry, accounting for over 10 per cent of the countrys GDP and
around eight per cent of the employment. The market size of Indian retail industry is about US
$312 billion Organized retailing comprises only 4.5 per cent of the total retailing Estimated at
around US$ 8.7 billion

The organized retail sector is expected to grow to US $ 70 billion by 2010 International retailers
India's vast middle class with its expanding purchasing power and its almost untapped Retail
industry is key attractions for global retail giants wanting to enter newer markets. The Australian
government's National Food Industry Strategy and Astride initiated a test marketing food retail in
India wherein 12 major Australian food producers have tied up with India-based distributor AB
Mauri to sell their products directly at retail outlets. US-based home delivery and logistics
company, Specialized Transportation Inkwell enter the Indian market through a strategic alliance
with Patel Retail, a subsidiary of Patel Integrated Logistics.Wal-Mart has announced its plans for
India in partnership with Bharti,US coffee chain Starbucks is well on its way to set up its first
store in India this Year.US based Tommy Hilfiger has tied up with Creative Portico, a Mumbai
based Home Textiles Company, to sell its home textiles and furnishings in India. Alfred Dunhill,
a UK-based luxury mens brand, has tied up with Brand house. Retail Ltd. for its India venture

~5~

and will be opening four stores. The worlds largest furniture retailer, Idea, has established an
office in Gorgon for market research and is holding talks with domestic
.

~6~

RETAIL MEANING

Retail comes from the French word retailer which refers to "cutting off, clip and divide" in terms
of tailoring (1365). It first was recorded as a noun with the meaning of a "sale in small
quantities" in 1433 (French). It's literal meaning for retail was to "cut off, shred, paring".
Business of selling products and services to the public as the ultimate consumer. Retailing
involves selling many different products and services, either from a store location or in direct
selling through vending machines and in-home presentations, mail order, and so on.
First retailers in India include BATA, Pantaloon, Bombay Dyeing, Spencers The case highlights
the emergence and evolution of PRIL from a small garment manufacturer to the retailer in India
by the early 21st century. It examines the evolution and growth of PRIL until the mid 1990s, and
then traces the rationale behind the launch of its first retail format Pantaloons, a family
departmental store. It discusses in detail the marketing and promotional efforts undertaken by
PRIL for Pantaloons, which made the store one of the most successful lifestyle stores in India in
the early 2000s. The case then examines the reasons for PRIL's entry into discount store and food
store businesses through Big Bazaars and Food Bazaars and discusses in detail the strategies and
marketing efforts put in place by PRIL to promote these formats. Recent trends in the Indian
retailing industry, changing requirements and preferences of consumers, Understanding changing
consumer lifestyles.

~7~

Background

The organized retail industry in India did not evolve till the early 1990s. Until then, the industry
was dominated by the un-organized sector. It was a sellers market, with a limited number of
brands, and little choice available to customers Lack of trained manpower, tax laws and
government regulations all discouraged the growth of organized retailing in India during that
period. Lack of consumer awareness and restrictions over entry of foreign players into the sector
also contributed to the delay in the growth of organized retailing. This allowed the un-organized
sector to rule the Indian retailing industry. It was during this time that the foundation of PRIL
was laid by Biyani. Biyani was a commerce graduate with a post-graduate diploma in marketing.
After spending five years in managing his family business of trading textile and yarn, he started
with apparel manufacturing in the mid-1980s. Is Kishor Biyani a retailer or a fund manager?
That question might well be asked of him in the not too distant future. Over the last few months,
Future Capital Holdings (FCH), led by CEO Sameer Sain, has stitched together a fully integrated
financial services business model.

~8~

Management business in India with almost $830 million in assets. Now, it has big plans in
insurance, retail lending and forex services. Whether we have a consumer who wants to
leverage future income to realise his aspirations today, or wants to save and invest, or buy
protection for his family, we want to be a part of it, says Sain. He believes that in 5-7 years,
FCHs bottom line will be bigger than the retail business! In the insurance business, the Future
Group has managed to wrest a 74 per cent stake in a joint venture by investing just Rs 100 crore
(its JV partner invested the same amount for a 26 per cent stake). Italian Assicurazioni Generali,
ranked 21 on the Fortune 500 list, is a good fit for us because they derive almost 17 per cent of
their sales from mall assurance. They have also partnered another retailer in the Philippines,
says Sain. Biyani estimates that with just a 1 per cent footfall conversion rate, the insurance
business would have over 2 million customers. That would earn him huge fees on distribution
and catapult the company to amongst the largest private insurance players by way of number of
policies sold. Despite the global economic recession and a consequent slowdown in the Indian
economy, organized retail continued to make headway although at a slower pace in 2009.
Nonetheless, if the current retail landscape is compared with that of 2004, it has undeniably
become a much larger environment. Retail stalwarts such as Wal-Mart, Tesco and Marks &
Spencer have already made inroads into the Indian retail industry and with multi-billion dollar
investments.

~9~

Retail Scene in India

million sq.ft. in available mall space by the end of 2007.Food and Grocery retail holds the most
potential, as almost 99% of it is unorganized. The Omnibus edition of Pantaloon retail papers
spans this very happening sector, which not only brings so much joy to the inveterate shoppers in
terms of retail therapy, but also employment and livelihood to tens of thousands of Indians.
Indias GDP growth rate is a healthy 9% for 2005-06 and this has had its ripple effect on all
industries more so the Retail sector, of which only 3% organized until now. The Indian retail
industry accounts for 10% of GDP and 8% of employment. India is being touted as the next big
retail destination with an average three year Compounded annual growth rate of 46.64%.The
Indian economy is poised to take the third position in the world in terms of Purchasing Power
Parity by the year 2010.The Indian Retail Market is a Rs. 1,200,000 million market as per the
Images India Retail Report 2007.Organized Retail market is zooming ahead with an annual
growth rate of 30%.The Retail sector is vibrant with growth happening in all related areas be
they malls, hypermarkets or single brand luxury stores, they have dotted the commercial
landscape of the metros, and have even percolated to the Tier II and Tier III cities. Malls are fast
becoming sought-after entertainment hotspots. From a situation where There were no malls about
a decade ago, the country will have over 300 malls translating to over 100 Number of big players
is entering the field of organized food retail like Reliance, AdityaBirla Group and the Bharti
Group, which has tied up with the worlds largest retailer Wal-Mart. All these major players are
expected to show an annual growth rate of 25 30%.

~ 10 ~

The Retail boom has also led to the opening of a large number of single brand outletsacross the
country. With big brands and bigger outlets across all segments, from Appareland Footwear,
Watches, Books and Stationary to Jewelry and Consumer Durables, the sweep is indeed broad.
in to sample the depth and breadth of this amazing sector. Types of Retail verticals operating in
India.

Food and Beverage

Health and Beauty
Clothing and Footwear
Home Furniture and Household Goods
Consumer Durable Goods
Leisure and Personal Good

Economic slowdown serves as reality check for retailers

The global economic crisis and its impact on India resulted in a slowdown of the Indian economy
in 2009. This caused consumers to tighten their purses, and the availability of financial support
for retail expansion dried up. This put a halt to the unprecedented expansion seen over the review
period. Lower consumer confidence resulting from the recession, as well as job losses, resulted
in fewer visits to retail stores, and consequently sales plummeted for major retailers. With
consumers becoming highly discretionary, spending on non-essential items such as lifestyle
goods was highly impacted, making it one of the worst performing categories.

~ 11 ~

Retailers with financial backing weather the storm

Credit from banks and other lenders has been difficult to obtain in the current environment, and
retailers have suffered severely as a result. Some retailers are unable to pay rental fees because
all lines of credit have dried up. In such a tough operating environment, retailers under the
umbrella of a diversified holding company with access to internal funds are faring better than
other players. For example, Reliance Retail and Aditya Birla Retail emerged relatively unscathed
compared with smaller players such as Subhiksha and Vishal Retail.
Internet retailing grows at phenomenal pace
Due to the increased penetration of credit cards and availability of computing facilities to a wider
population, Internet retailing is witnessing stellar growth. Internet retailers offer products at
discounted prices to consumers compared with store-based retailers and bargain-hunting
consumers are latching on to this fact. This has become even more pronounced in light of the
economic downturn as consumers have become increasingly sensitive to price.
Indias attractiveness stands over long term
Indias burgeoning middle class offers considerable promise for organized retailing, which is
expected to remain attractive to organized retailers over the long term. Liberalization and
financial reforms would remain a key factor in the expansion of the organized retail environment.
Currently, foreign direct investment is not allowed in single brand retail, and it proved a major
hurdle in IDEAs billion-dollar plans in mid-2009 to enter the organized retail environment.
However, with a stable government in place at the centre.

~ 12 ~

Impact Of Recession On The Indian Retail Market

The retail market in India is facing slowdown with the ongoing financial crisis happening across
the world markets. Since the markets always have internally linked with each other, the impact
of the crisis is generally shared among all. The following circumstances are creating unwelcome
interruptions to the Indian retail industry. The industry hopes for the best alternations to
overcome the acrimonious situations. Markets in recession worldwide and India too: The current
meltdown in the world markets is shaking the globe today. Not even a single country seems to be
off the hook. The high level of inflation has been a wet blanket for the global markets. The roots
of the world markets are nearly pulled away with the heavy downfall of the American financial
giants. Amongst many countries, India too not exempted from the impact of world financial
crisis. All this is leading to a temporary recess for the markets from a regular busy schedule.
However,These fluctuations are not new for global market. For the decades long, markets, across
the world, have been witnessing such ups and downs. But the ultimately fact is that the market
growth rate is always constantly high when comparing to such downfalls Economic slowdown
The Financial crisis is adding to the pressure on global economies. The International Monetary
Fund (IMF) now sees the world entering a major slowdown.

~ 13 ~

Objective of the
Report

~ 14 ~

OBJECTIVES
The main aim for the retailers is to satisfy the customers in the best possible
manner so as to retain them and to maintain a healthy relation with them so
as to know their future purchase intents and to turn them into loyal
customers.
Thus, the main objectives of the research are:

To know the level of customer satisfaction.

To know the factors that influence customer to make purchase for

Pantaloons

To know the customer perception towards Pantaloons products.

To know the customer attitudes.

To know the Pantaloons image in consumer mind.

To know the customer decision making process.

~ 15 ~

Brief History of
organization

~ 16 ~

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 was previously controlled by the Future Group, but
has 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 120,000 employees.
Pantaloons, India's premium lifestyle apparel company offers chic and trendy fashion to meet the
youths ever-changing needs. Pantaloons reflects the ideology of keeping alive the 'newness
factor' through fashion apparel and accessories that are visually appealing and fashionably
upbeat.
Since its inception, Pantaloons progressed from retailing a mix of brands to its own popular
private labels, 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
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.
A typical Pantaloons store is spread across a sprawling retail space of about 28,000 sq. ft., with a
brand portfolio that runs across a wide gamut of styles that spell class. The range caters to
women, men and kids alike. The collection is all about ready-to-wear western and ethnic apparel
for men, women and kids, complimented with an exhaustive range of accessories.

~ 17 ~

The women's section houses private labels of Bare Denim, Bare Leisure, Rig, Annabelle, Honey,
and Ajile, in western wear, in addition to a choice of ethnic wear from Rang Manch, Trishaa and
Akkriti. Other 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 while
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, Pink & Blue and Sach in addition to international brands
like Barbie and Disney which cater exclusively to kids. For the ethnic look, they can opt for
traditional wear from Akkriti.
Pantaloons offers much more than just apparel. Customers can shop from an assortment of
watches from renowned international brands like Tommy Hilfiger, Esprit, Kenneth Cole, Citizen
and Timex, or Titan and Fastrack among other brands. Trendy sunglasses from Polaroid, Guess,
Police, Scott, I Dee and Allen Solly are 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 of Bourjois, Chambor, Deborah, Faces,
Revlon, Maybelline and Lakm, and a 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 recognised by its warm personalised
service that completes the core proposition of this trendy chain.

~ 18 ~

The Company was incorporated as Peter England Fashions and Retail Limited on April 19, 2007
under the Act under CIN No. U1810MH2007PLC233901 and obtained the certificate of
commencement of business on May 14, 2007. The name of the company was changed to
Pantaloons Fashion & Retail Limited on April 23, 2013. The Corporate and Registered Office of
the Company is at 701-704, 7th Floor, Skyline Icon Business Park, 86- 92, Off. Andheri-Kurla
Road, Marol Village, Andheri (East), Mumbai- 400059, India. The registered office was changed
from Regent Gateway, Plot No 5B, Doddanekundi Village, KIADB Industrial Area, ITPL Road,
Bangalore, Karnataka-560048, India to Indian Rayon Compund, Veraval, Junagadh- 362266,
Gujarat toA-4, Aditya Birla Centre, S. K. Ahire Marg, Mumbai 400030, Maharashtra.

Pantaloons, the newly acquired business by The Aditya Birla Group, one of India's leading
multinational conglomerates, is a powerhouse of fresh fashion and innovation. While weaving its
magic across lifestyle segments, Pantaloons caters to the discerning and trendy Indian consumer.

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 71 fashion stores across 35 cities and towns, Pantaloons is constantly
extending its foot-prints into the rest of modern India.

Pantaloons which was previously controlled by the Future Group has now been taken over by

~ 19 ~

Aditya Birla Nuvo Limited ['ABNL']. ABNL is apart of the prestigious Aditya Birla Group, a
billion Indian multinational, operating in 36 countries across the globe with over 133,000
employees.

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
A subsidiary company, Home Solutions Retail (India) Limited, operates Home Town, a largeformat home solutions store, Collection i, selling home furniture products and ezone focused on
catering to the consumer electronics segment. Pantaloon Retail is the flagship company of Future
Group, a business group catering to the entire Indian consumption space. Subsequently, with
evolution of retail industry in India and change in consumer aspirations, Group/Company
diversified Pantaloon portfolio of offerings to include other retail goods. Currently,
Group/Company sell readymade apparels and a wide range of household merchandise and other
consumer goods such as footwear, toys, watches, toiletries, grocery items, sports items, crockery,
gift and novelties. It began its retailing operations in India way back in 1987. Currently, it
manufactures and sells ready-made garments through its own retail outlets and two discounting
stores. Group follows the concept of value retail in India. In other words, Pantaloon business
approach is to sell quality goods at reasonable prices by either manufacturing ourselves or
directly procuring from manufacturers (primarily from small and medium size vendors.

~ 20 ~

Madura Fashion & Lifestyle

Madura Fashion & Lifestyle, a division of Aditya Birla Nuvo Ltd, is one of Indias fastest
growing branded apparel companies and a premium lifestyle player in the retail sector. After
consolidating its market leadership with its own brands, it introduced premier international
labels, enabling Indian consumers to buy the most prestigious global fashionwear and
accessories within the country.
The companys brand portfolio includes product lines that range from affordable and massmarket to luxurious, high-end style and cater to every age group, from children and youth to men
and women. Madura Fashion & Lifestyle is defined by its brands Louis Philippe, Van Heusen,
Allen Solly, Peter England and People that personify style, attitude, luxury and comfort.
Madura Fashion & Lifestyle reaches its discerning customers through an exclusive network
comprising 1,607 stores, covering 2.2 million sq ft of retail space, and is present in more than
1,500 premium multi-brand stores and 320+ departmental stores.
The company's lifestyle store, The Collective, offers a unique blend of global fashions,
international trends and innovative customer services, to customers in Bangalore, Mumbai,
Delhi, Pune and Chennai.
Planet Fashion, the multi-brand, apparel-retailing arm of Madura Fashion & Lifestyle, housing
the company's in-house and other brands, is the largest chain of stores of its kind in India.
Recently, the company launched Trendin.com, a one-stop shopping destination for the style

~ 21 ~

conscious. As the official online store showcasing the widest range of merchandise from Louis
Phillipe, Van Heusen, Allen Solly, Peter England and People, Trendin.com caters to both men
and women. With the best talent in the fields of design, manufacturing and product development,
Trendin.com brings contemporary, chic, fashion forward sensibility at price points that work with
every budget. Madura Fashion & Lifestyle, an IT and web-enabled organisation, is the first-ever
apparel company to have successfully implemented the ERP SAP system. It is also the first
company globally to integrate Retek ERP with SAP ERP.
Always at the cutting edge of fashion and innovation, Madura Fashion & Lifestyle has for over a
decade now sourced technology, fabrics and garments globally. Madura Fashion & Lifestyle is a
global supplier for premium international brands such as Esprit, SOliver, MONOPRIX.
Madura Fashion & Lifestyle has ISO-9001-2000 accreditation with periodic internal audits. It's
manufacturing division recently became the first apparel manufacturing unit to win one of India's
most prestigious quality excellence award, the Ramkrishna Bajaj National Quality award,
instituted jointly by the Indian Merchants Chamber and the house of Bajaj.
Madura Fashion & Lifestyle sources only from factories that are compliant with the Factory Act,
and each factory is independently audited by the International Textile Services (ITS) and Socit
Gnrale de Surveillance (SGS) for international clients such as Louis Philippe, Marks &
Spencer and Van Heusen.
Madura Fashion & Lifestyle is one of the fastest growing branded apparel companies, recording
a blistering growth rate of over 25 per cent year-on-year.

~ 22 ~

Aditya Birla Nuvo Ltd.

ditya Birla Nuvo Ltd. (ABNL) is a US$ 4 billion conglomerate by revenue size. It is part of the
Aditya Birla Group, a US$ 40 billion Indian multinational. Having a market cap of ~US$ 3
billion as on 31.05.2014, ABNL is present across Financial Services, Telecom, Fashion &
Lifestyle and manufacturing businesses. Anchored by over 69,000 employees, ABNL touches
lives of more than 135 million Indians.
ABNL is also a prominent player in Private Equity, Wealth Management, Broking & General
Insurance Advisory space.
Besides its successful presence across a wide gamut of sectors and verticals, Aditya Birla Nuvo
Limited ['ABNL'] now holds a controlling stake in Pantaloons format stores which was
previously controlled by the Future Group.
With this strategic development, both ABNL and Future Group will now work closely for
deriving operational synergies in terms of back-end and supply chain, apart from several other
mission-critical value drivers of the business. Moreover, the leadership teams of both groups
have also committed to oversee a fashion council, which has been set up to explore
contemporary trends in new-age fashion wear, thereby driving further value-creation for
Pantaloons' stakeholders by keeping it at the leading-edge of the fashion industry.

~ 23 ~

Vision
To be a premium conglomerate building leadership in businesses and creating value for all the
stakeholders.

Mission
Investing in promising sectors
Building leadership in businesses
A platform to drive synergy of resources
Delivering best value to all the stakeholders
To be a responsible corporate citizen
With a market cap of ~US$ 3 billion as on 31 May 2014, ABNL is present across Financial
Services, Telecom, Fashion and Lifestyle, IT-ITeS and Manufacturing businesses. Anchored by
about 49,000 employees, ABNL touches the lives of more than 135 million Indians.

Over the years, Aditya Birla Nuvo has transformed itself from a manufacturing company to a
diversified conglomerate.

~ 24 ~

Aditya Birla Group :-

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 120,000 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.
50 per cent of its 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.
Mission
To deliver superior value to our customers, shareholders, employees and society at large
Vision

~ 25 ~

To be a premium global conglomerate with a clear focus on each business.Management of the

Company

Pantaloon Retail over a period of time has built a strong management team to drive the company
for its high growth phase. Though, Mr. Kishore Biyani is the face of Pantaloon, the company is
not a one man show and has built a strong second and third line of management, to fulfill its
massive expansion and growth plans. Though there have been concerns regarding lack of talent
in the growing retail sector, the company has the best talent in place to drive each business
category.

Expansion Plans
The concept of discount store resembles the Wal-Mart strategy. In India and especially in metro
cities like Mumbai, Bangalore, Calcutta and Hyderabad, where the population is dense and
consists of a high middle-class population, the concept of discount stores ingraining a lot of
acceptance. The company plans to expand rapidly. The next year it plans to open more stores in
Mumbai and Delhi at critical locations. It has planned to open three Big Bazaars (discount stores)
in A-class cities like Bangalore. Pantaloon has already bagged substantial retail space in
Hyderabad (60,000sq. ft.), Kolkata (35,000 sq. ft.) and Bangalore (40,000 sq. ft.).In Mumbai it
acquired50,000 sq. ft. area at each of its locations at Lower Parle, Mulund and the
western suburbs.2.4 Challenges The key challenges facing the company are as follows: Fund
raising The Company acknowledges that expansion plans of the company Cannot be met from
internal resources. This means that the company has to tap external sources to fund expansion.

~ 26 ~

The company has recently allotted shares to promoters Asabi formula price. It plans to borrow
heavily to fund its expansion plans.

Competition
Although there are a few stores operating in this segment such as Giant in Hyderabad, it is
mostly international chains such as Wal-Mart and Carrefour that are the better known names as
discount stores worldwide. Meanwhile, the general retailers in Mumbai are not too pleased about
the concept of discount stores.Group/Company cant figure out from where such stores get their
margins. It must have a feasible revenue model to sustain the venture. The company is facing
limited competition from the organized retailers but strong competition exists from the
downtown centers unorganized.

Pantaloons Competitive Strengths

It is believed that the following are Pantaloon principal competitive strengths which have
Contributed to Pantaloon current position in the retail sector in India: Strong understanding of
the value retail segment: Pantaloon business plan involves implementation of the concept of the
value retailing, targeting the middle and lower middle income groups, which constitute
majority of the population in India. Group/Company intends to provide quality products at
competitive prices. Group/Company sells a vast range of merchandise across apparels and
accessories, FMCG products, food products and consumer durables with over 63,000
SKUs.Pantaloon emphasis has been to maximize the value that the customers derive in spending
on goods bought in Pantaloon stores. Group/Company endeavor to continuously reduce
Pantaloon costs through variety of measures, such as, in-house production of apparels,

~ 27 ~

procurement of goods directly from the small and medium size vendors and manufacturers,
efficient logistics and distribution systems along with customized product mix at Pantaloon
stores depending on the regional customer behavior and preferences. Central to Pantaloon value
retail strategy is to pass on the benefits of cot reduction measures to Pantaloon customers. Strong
and efficient supply chain management: Pantaloon supply chain management involves planning,
merchandizing sourcing, standardization, vendor management, production, logistics, quality
control, pilferage control replacement and replenishment. Pantaloon supply chain management
provides us flexibility to adapt to changing patterns in consumer behavior and Pantaloon ability.
Manufactured by us such as Zapping, Paranoia, Chlorine, Kitten Studio,Famenne, Flourier
Women and Roseau. In fiscal 2006, Pantaloon income from Pantaloon private labels was
Rs.483.50 million, which accounts for 16.76% of Pantaloon total sales for fiscal 2006.
Group/Company believes that Pantaloon focus on Pantaloon private labels and their recognition
in Pantaloon customer segment enables us to differentiate ourselves from Pantaloon competitors.
Group/Company effectively use information technology systems: Group/Company believe that
efficient information technology systems, processes and business applications are essential to
handle retail chain of Pantaloon magnitude. Pantaloon office processes are computerized which
support procurement, supply chain logistics, distribution centers management and store
operations including inventory management and billing. Group/Company is in the process of
implementing SAP. All Pantaloon stores and distribution centers are connected through a
company-wide. Group/Company has a highly experienced and competent management
Team: Group/Company has an experienced management team which is committed workforce.
Pantaloon management team comprises of talented professionals who are highly experience in
the retail sector.

~ 28 ~

Pantaloons strategy:

Group/Company intends to pursue the following strategies in order to consolidate Pantaloon

position as one of the leading operators in the value retail segment in India. Pantaloon growth
strategy is based on:1Increasing Pantaloon penetration in the country by leveraging Pantaloon
Supply chain, distribution and logistics network.
2 Emphasis on backward integration
3 Expansion of FMCG
4 Procurement from low-cost production centers outside India.
5 Increasing customer satisfaction and Pantaloon base of loyal customers
.6 Continue to upgrade information technology systems and processes
.7 Continue to train employees and seek entrepreneurship from employees

~ 29 ~

CEOs
Message

~ 30 ~

Awards

~ 31 ~

Pantaloons wins Most Preferred Fashion Retail Destination of the Year at NorthEast Consumer Awards 2013
'
Pantaloons' has been selected as the winner of the prestigious North-East Consumer Awards
2013 for the category Most Preferred Fashion Retail Destination of the Year. Selection is
based on quantitative study conducted by market research agency Oikonomist's in collaboration
with IMRB International. North-East Consumer Awards, an initiative pioneered by leading Hindi
Daily of North-East Dainik Purvoday, is the biggest consumer program me in North-East India
which every year selects the most preferred products, services and brands in their categories.
Pantaloons bags Gold & Silver at IDMA
The Indian Digital Media Awards 2013 (an exchange4media group initiative) were held on 25th
June at ITC Grand Central, Mumbai amidst much fanfare. These Awards recognize, celebrate and
honour outstanding creativity and effectiveness in the burgeoning digital media space of
advertising and marketing communications with specific emphasis on internet, mobile, gaming,
social media and the blogosphere

ICMA AWARDS 20 May 2006

The Indian Chemical Manufacturers Association (ICMA) recently felicitated two companies
belonging to the Aditya Birla Group (ABG) with prestigious awards.
Grasim Industries Limited, Staple Fibre Division, Nagda, received the ICMA award for Social
Responsibility. And Aditya Birla Chemicals (India) Limited (formerly known as Bihar Caustic
and Chemicals Ltd.), located at Rehala, Plamau, Jharkhand, was recognised as the Best
Responsible Care committed company by ICMA.

~ 32 ~

At a function held in Mumbai on 27 April 2006, Mrs. Rajashree Birla received

the award for Grasim from Mr. Mukesh Ambani, Chairman, Reliance Industries
Limited. The second award was received by Mr. P. N. Ojha, Managing Director
and Unit Head of Aditya Birla Chemicals (India) Limited (ABCIL).

Madura Clothing won the 2013 Golden Peacock Award for

Corporate Social Responsibility
Global Mobile Awards 16 February 2007
Idea repeats at the 2007 GSM Association Global Mobile Awards.

Indian Digital Media Awards 17 June 2011

Allen Solly has won a prestigious award in the Best Website category from the esteemed jury of
Indian Digital Media Awards.
BTS BEST CFO AWARDS JUNE 2013 Mr. K.C. Birla, CFO, UltraTech Cement

~ 33 ~

Winner, Indias Best CFO, in the category of Remarkable

Leverage Management
Mr. Sushil Agarwal, CFO, Aditya Birla Nuvo
Winner, Indias Best CFO, in the category of Enhancing Competitiveness through M&A-

NORTH-EAST CONSUMER AWARDS 2013

'Pantaloons' has been selected as the winner of the prestigious North-East Consumer Awards
2013 for the category Most Preferred Fashion Retail Destination of the Year.

Company Profile
~ 34 ~

Pantaloons Fashion & Retail Ltd.

Type

Public

Industry

Retail

Founded

1997

Headquarters

Mumbai, India

Area served

India

Key people

Pranab Barua, Managing Director[1]

Management team
Shital Mehta, (CEO)

Products

Department Stores

Revenue

Rs. 1285 Cr for FY 12 13

Employees
Website

5300
~ 35
~
pantaloons.com

Pantaloons fashion & reatail Ltd.

It is a large Indian retailer, which is newly acquired by Aditya birla nuvo Ltd, and operates
multiple retail formats in both the value and lifestyle segment of the Indian consumer market.
Headquartered in Mumbai, the company has over 1,000 stores across 71 cities in India and
employs over 30,000 people, and as of 2010, it was the country's largest listed retailer by market
capitalization and revenue. With effect from 1 January 2010 the company separated its discount
store business, which includes the Big Bazaar hypermarket and the Food Bazaar supermarket
businesses, into Future Value Retail Ltd., its wholly-owned subsidiary, so that the company may
be listed independently. The companys brands include Pantaloons, a chain of fashion outlets,
Big Bazaar, a hypermarket chain and Food Bazaar, a supermarket chain. Some of the company's
other regional brands include, Depot, Shoe Factory,

~ 36 ~

Brand Factory,

Blue Sky, aLL, Top 10 and Star and Sitara. A subsidiary company, Home Solutions Retail (India)
Limited, operates Home Town, a large-format home solutions store, Collection selling home
furniture products and E-Zone focused on catering to the consumer electronics segment Having
the right real estate in prime locations is the key for a retail chain, availability oversight real
estate would drive the sales, a proper catchments analysis of locations of outlets is needed to
increase the footballs & conversions. Pantaloon in this regard is a way ahead because it has
locked into real estate at prime locations in all the major cities of India. The company is expected
30 million sq. feet of prime locations in all the major cities of India. The company is expected 30
million sq.feet of real space by 2011 covering 80 cities of India. 11.2 Sourcing of merchandise
Sourcing of merchandise from the right vendor at the right price is an important factor, because
efficiency in buying would ultimately increase gross margins. Going with competition in major
formats, it would be difficult to improve gross margin .But competition would not be amongst
retailers alone but also amongst vendors to supply at the most competitive price. Any retailer
with significant size will be able to improve its sourcing. Pantaloon with its projected scale is
able to source its merchandise from its vendor at reasonable rates.

~ 37 ~

KEY RISKS

Execution of plans is the biggest risk

The company plans to become 10x its current size in terms of floor area by 2010.Thereare a lot
of exogenous factors that could impact the companys plans. Delivery of stores is behind
schedule by an average of 2 quarters for most companies. As these store deliveries get bunched
up for most of the players towards 2009-2010.There could be further delay in store delivery.
Besides, there are multiple clearances to be taken by local& other authorities, which can prove to
be bottleneck. Rising resource cost to put margin pressure The employee cost & property costs
will be 2 key pressure points for all retailers. Traditional human resource management methods
have been unable to reduce employee turnover. Likely equity dilution to finance growth The
company would need capital in the region of USD 600 mn. For its growth plan UntilFYO9E.The
Company would need external funds for its growth.9% dilution has already happened. Strain on
management bandwidth PRIL is expanding into multiple formats & multiple geographic over the
next few years. Besides, it is investing in various non-retailing businesses. The company could
face management bandwidth shortage in a few years from now. Decision making is quite
decentralized .

~ 38 ~

Lines of Business

The company is present across several lines of business which have various formats (stores)
plywood, The Dollar Store (JV) Fashion - Pantaloons, Central, all, Brand Factory, Blue Sky, Top
10, Fashion Station, Big Bazaar, Lee Cooper (JV) General Merchandise - Big Bazaar, Shoe
Factory, Navras, Electronics Bazaar, Furniture Bazaar, KB'S FAIR PRICE Electronics - ezone,
Electronic Bazaar, STAPLES (JV) Home Improvement - Home Town Furniture - Collection i,
Furniture Bazaar, Home Bazaar E-tailing (Online Shopping) - www.futurebazaar.com Books &
Music Depot Leisure & Entertainment - Bowling Co., F123 Wellness - Star & Sitara, Tutsi
Telecom & IT - Gen M, M Bazaar, M-Port, Converge, Future Axiom Consumer Durables Koryo, Sensei, IPAQ

~ 39 ~

Stock Information

Listed on: Bombay Stock Exchange

Stock Code: BOM: 523574
Company Timeline
Major Milestones
1987
Company incorporated as Manz Wear Private Limited. Launch of Pantaloons trouser, Indias first
formal trouser brand.
1991
Launch of BARE, the Indian jeans brand.
1992
Initial public offer (IPO) was made in the month of May.
1994
The Pantaloon Shoppe exclusive menswear store in franchisee format launched across the
nation. The company starts the distribution of branded garments through multi-brand retail
outlets across the nation.
1995
John Miller Formal shirt brand launched.
1997
Company enters modern retail with the launch of the first 8000 square feet store, Pantaloons in
Kolkata.
2001

~ 40 ~

Three Big Bazaar stores launched within a span of 22 days in Kolkata, Bangalore and
Hyderabad.
2002
Food Bazaar, the supermarket chain is launched.
2004
Central - Indias first seamless mall is launched in Bangalore.
2005
Group moves beyond retail, acquires stakes in Galaxy Entertainment, Indus League Clothing and
Planet Retail Sets up Indias first real estate investment fund Kshitij to build a chain of shopping
malls.
2006
Future Capital Holdings, the companys financial is formed to manage over $1.5 billion in real
estate, private equity and retail infrastructure funds. Plans forays into retailing of consumer
finance products. Home Town, a home building and improvement products retail chain is
launched along with consumer durables format, Ezone and furniture chain, Furniture Bazaar.
Future Group enters into joint venture agreements to launch insurance products with Italian
insurance major, Generali
.2007
Future Group crosses $1 billion turnover mark. Specialized companies in retail media, logistics,
IPR and brand development and retail-led technology services become operational.
Pantaloon Retail wins the International Retailer of the Year at US-based National Retail
Federation convention in New York and Emerging Retailer of the Year award at the World Retail
Congress held in Barcelona.

~ 41 ~

2008

Future Capital Holdings becomes the second group company to make a successful Initial
Public Offering in the Indian capital markets

.Big Bazaar crosses the 100-store mark, marking one of the fastest ever expansion of a

~ 42 ~

~ 43 ~

ORGANISATION
STRUCTURE
~ 44 ~

~ 45 ~

Chairman

Mr. Kumar Mangalam Birla

Managing director
Mr. Pranab Barua

Director
Mr. Sushil Agarwal

JANAKPURI ORGANIGATION

Store manager
MR. ARUN TANDON

~ 46 ~

Operation executive
MR. ANIL SHARMA

Department manager
MR. HARENDAR BIHARI

Team Leader-1

Team member

Management trainee

fashion assistant
~ 47 ~

Mission, vision
And Objective

~ 48 ~

Group Vision
Future Group shall deliver Everything, Everywhere, Everytime for Every Indian Consumer in the
most profitable manner.

Group Mission
We share the vision and belief that our customers and stakeholders shall be served only by
creating and executing future scenarios in the consumption space leading to economic
development. We will be the trendsetters in evolving delivery formats, creating retail realty,
making consumption affordable for all customer segments for classes and for masses. We shall
infuse Indian brands with confidence and renewed ambition. We shall be efficient, costconscious and committed to quality in whatever we do.We shall ensure that our positive attitude,
sincerity, humility and united determination shall be the driving force to make us successful.

Core Values
Indianness: confidence in ourselves. Leadership: to be a leader, both in thought and business.
Respect & Humility: to respect every individual and be humble in our conduct. Introspection:
leading to purposeful thinking. Openness: to be open and receptive to new ideas, knowledge and
information. Valuing and Nurturing Relationships: to build long term relationships. Simplicity &
Positivity: Simplicity and positivity in our thought, business and action. Adaptability: to be
flexible and adaptable, to meet challenges. Flow: to respect and understand the universal laws of
nature

~ 49 ~

The power of private labels by Pantaloons

When PepsiCos Frito-Lay decided of boycott Pantaloons Food Bazaar due to differences in
terms of trade, it was the latters private label which got a boost in shares. Today Tasty Treat, the
ready-to-eat private label of Food Bazaar, is leading with a 16 percent share among the rest of the
snack brands. Today Pantaloon Retail has 80 products comprising 350 SKUs with five private
labels. Since PepsiCos rejection, it has promptly approached local manufacturers such asPrakash
Snacks in Indore and Pogo Chips in Kolkata to manufacture its snacks brands.Arvind Chaudhary,
CEO (Foods Business), Pantaloon Retail, adds, The purpose of Pantaloon private labels is to
grow the category and fill the gaps between demand and supply. Today Group/Company have
upgraded Pantaloon suppliers with better quality systems and processes for the snacks category,
where there was a gap. The power of private labels is being explored by most retailers today, as
they do not want on be at the mercy of the big manufacturers. At the same time they also realize
that its not going to be easy as it takes time and money to build private labels. Observes
K.Radhakrishnan, Chief Executive. Hypermarkets, Reliance Industries, While its Pantaloon
strategic intent is to build private labels, it is more difficult and takes longer to build these
brands. However, in categories such as commodities, it is easier to build private labels. At
present, nearly 15 percent of Pantaloon hypermarket brands compriseprivate labels.

~ 50 ~

The private label product proposition: Quality and price, primarily, relative to branded. How
strong supplier brands are in the minds of Indian Consumers: Many supplier brands are relatively
new in India, so potentially have less awareness, and therefore, easier for private label products
to supplant supplier brand products. How effectively suppliers innovate: Supplier innovation if
often what allows them to stay ahead of retailer private label? Innovative suppliers can come out
with new products that retailers havent necessarily thought of. How consolidated Indian retail
eventually becomes: The more market share a retailer has, the greater the opportunity to create
the leverage a retailer can put on a supplier. This may be one reason why the UK has greater PL
penetration than the US UK retail is more consolidated than US retail. Right now.

~ 51 ~

LITELATRE REVIEW
Project is under taken aims at measuring customer satisfaction level of pantaloons.The benefit of
the study is to make the strategic decision about which are characteristics and factors in service
like price of the product, item, home delivery , attitude to good quality, and cost of spares.
Considering all the above points examining whether the customers are satisfied with pantaloons
if the performance matches the expectation the customers are satisfied if the performance
exceeds expectation the customers are is highly satisfied or delight..
We are working and have achieved progress in Increasing margins on categories. We have also
worked Hard in terms of rationalizing all the resources and Allocation of resources to businesses
which give us better Returns, faster breakeven and faster return on capital. With all these
corrections we will start seeing results happening during the course of the forthcoming year.
Operational Overview the two key strategic objectives that the Company Has pursued are
gaining a leadership position in key Geographies and in key categories of consumption. The Top
eight citiesMumbai, Delhi, Bangalore, Kolkata, Hyderabad, Chennai, Pune and Ahmadabad- is
where the largest share of addressable consumption markets resides. Now, almost 60% of the
Companys stores are located in these key eight cities and 25% are in the fast growing tiered
cities and the balance in the tier III and smaller towns. The Company intends to continue
building its dominance Within the bigger cities for which its roadmap is clear. The Company has
identified four categories that it will focus on and these categories capture more than 70% of The
consumers wallet. These categories are fashion, Food, general merchandise and home, which
includes Consumer electronics and furniture. Historically, the Companys strength has been in
Fashion category, wherein the organization has not only Has a huge knowledge base but also a
significant stake Over the entire value chain of the category. During the Year, we were able to

~ 52 ~

significantly increase the share of Company-owned brands in the category in both Pantaloons
And Central. We also introduced the concept of Fashion Big Bazaar both as a standalone concept
as well as within Big Bazaar, in order to improve the share of the category in Total sales. Our
focus has also been towards ensuring that we are selling a lot more merchandise at full price and
also Increase the share of core fashion merchandize collection that remain on store shelves across
all seasons. These efforts were simultaneously complimented with number of efforts at the
backend focusing on improving Productivity and efficiency. Better and faster order Fulfillment
rates between the stores and warehouses, Improved markdown management during, automatic
Replenishments and enhanced business intelligence has Resulted in higher availability of
merchandize within the Store and is leading lead to better customer satisfaction And productivity.
On the food category, the focus is now on building the Private brand piece of business in a big
way and a lot of Work has happened with a separate team working on the Private brands
business. The existing Company-owned Brands have already gained around 18 to 20% share in
every category where it is present in. The Company is also about to launch a new brand called
Ektaa which will be? Capturing around 40 SKUs to start with. The objective into replicate the
Companys existing strength in fashion Into the food .

~ 53 ~

Research methodology

~ 54 ~

RESEARCH METHODOLY
Research Design

: Descriptive Research

Data Source

: Primary and Secondary Data

Primary Data Collection

: Survey Method

Primary Data Collection Instrument

: Questionnaire

Sampling Methods & Technique

: Non-Probability Method, Convenience

Sampling Technique

Sample size

: 100 respondents

This research falls under the category of descriptive research. It includes survey and facts
findings of different enquiries of different kind.
This assignment under focus aimed at gathering some basic, yet vital information about the
customer satisfaction from pantaloons in janakpuri store

INTRODUCTION AND MEANING

Research Methodology is a way to systematically solve the research problem. The Research
Methodology includes the various methods and techniques for conducting a research. D.
Slazenger and M. Stephenson in the encyclopedia of social sciences define Research as the
manipulation of things, concepts or symbols for the purpose of generalizing to extend, correct or
verify knowledge, whether that knowledge aids in construction of theory or in the practice of an
art.
Research is a careful investigation or inquiry especially through search for new facts in branch of
knowledge: market research specifies the information. Required to address these issues: designs

~ 55 ~

the method for collecting information: manages and implements the data collection process
analyses the results and communicates the finding and their implications.
Research problem is the one which requires a researcher to find out the best solution for the
given problem that is to find out the course of action, the objectives can be obtained optimally in
the context of a given environment.

METHODS AND TECHNIQUES

The problem definition can be said to be the quite essential part of the research process; as it
determines precisely, what the managerial problem is and the type of information that the
research can generate to help the problem before conducting the field work. It is better to decide
upon the method/technique of data collection. Generally, there are two techniques of data
collection:
1. Census technique
2. Sample Technique or Convenient Technique
A census is a complete enumeration of each and every unit of population where as in a
sample only a part of the universe is studied and conclusion about the entire universe is drawn
about that basis. The census method is costlier and more time consuming as compared to
sampling method but the result are near representatives than sample method.
The availability of resources, time factor degree of accuracy desire and scope of the
problem enable us to apply convenient sampling technique.

~ 56 ~

DATA COLLECTION
The objectives of the project are such that both the primary and secondary data is required to
achieve them. So both primary and secondary data was used for the project. The mode of
collecting primary data is questionnaire mode and sources of secondary data are various
magazines, books, newspapers & websites etc.
1. Primary Data
The primary data was collected to measure the customer satisfaction regarding pantaloons . The
primary data was collected by means of direct personal interview method through structured
questionnaire and analysis was done on the basis of response received from the customers. The
questionnaire has been designed in such a manner that the customers satisfaction level can be
measured and consumer can enter his responses easily.
2. Secondary Data The purpose of collecting secondary data was to achieve the objective of
studying the recent trends and developments taking place in customer relationship management.

SAMPLING DESIGN
In the survey done by me, I have used the Descriptive research design.
It is very difficult to collect information from every member of a population as time and costs are
the major limitations that the researcher faces so I took the sample size of 100 persons which
helps during my whole research programme.

SAMPLING PLAN
The research was conducted mainly at the store and further we met certain customers personally
at their offices, homes after getting the proper references.

COLLECTION PROCEDURE
~ 57 ~

Personal interviews were conducted using individual questionnaire for each respondent. The
responses were recorded directly onto each questionnaire.

TOOLS OF ANALYSIS
After collecting the data has been analyzed through various statistical tools and techniques. The
unwisely data should necessarily be condensed into few manageable groups and tables for
further analysis. Thus it helps to classify the raw data into some purposeful and usable
categories. The tools used are tables and graph charts.

~ 58 ~

LIMITATION

~ 59 ~

Limitations

This project report suffers from following limitations:

1. Questionnaires were filled in evenings, when most of the people are in hurry
And they might not have responded truly to all the questions.
2. Our research is limited to only one store of Pantaloon at janakpru east and sample
Size is of 100 respondents so errors may crop in while generalizing the results.
3. Those who came out of Pantaloon Store after shopping were chosen for getting the
questionnaires filled but they held bulky polyethylene bags due to which they found it difficult to
stand for long and answer the questions.
4. Most of the retail outlets mentioned in our questionnaire may or may not be
Visited by respondents; this affected their response to various questions.

~ 60 ~

DATA ANALYSIS

~ 61 ~

1. You like to purchase in

[ ] Pantaloon

[ ] big bazaar

[ ] Vishal mega mart

[ ] other

Pantaloon

35
50

Big Bazar
Vishal Mega
Others

5
10

Interpretation
50 persons like to purchase from Pantaloons,10 like to purchase from big bazaar,5 persons like to
purchase from Vishal mega mart and 35 persons like to purchase from other stores.

~ 62 ~

2. What is your buying experience?

[ ] Good

[ ] best

[ ] average

[ ] none

10
40
30

Good
Best
Average
None

20

Interpretation

~ 63 ~

40 persons have good experience of buying from pantaloons,20 persons have the best buying
experience,30 persons have the average buying experience and 10 persons doesnt have any
buying experience.3. Which source made you to buy product from Pantaloons?
[ ] news paper

[ ] Mobile sms

[ ] internet

[ ] other

20
40
10

News paper
mobile sms
Internet
Other

30

Interpretation
40 persons have been stimulated by Newspaper to shop from pantaloons, 30 persons by Mobile
SMS, 10 persons by Internet and 20 persons from other sources.

~ 64 ~

4. After purchasing what about warranty or repaired service

[ ] Good

[ ] best

[ ] average

[ ] none

14
Good
16

Best
57
13

~ 65 ~

Average
none

Interpretation

~ 66 ~

57 persons have the good experience related to warranty or repaired services, 13 persons have
best experience related to warranty or repaired services, 16 persons have the average experience
related to warranty or repaired services, & 14 persons dont have any experience related to
warranty and exchange.5. How much time you use pantaloon product.
[ ] 2to3 time in week

[ ] 2to3 time in month

[ ] more than 3 time in month

26
2-3 time in week
47

2-3 time in month

More than 3 time in
month

27

Interpretation
47 persons use 2-3 times the pantaloon product,27 persons use 2-3 times in month & rest use
more than 3 times in month.

~ 67 ~

6. Compare to other competitor.

[ ] Good

[ ] best

[ ] average

[ ] not say

5
15
Good
Best
20

60

Average
Not say

Interpretation
60 persons after comparing experienced the pantaloons product as good than other product,20
persons compared it as best than other products,15 persons have the average comparing
experience and 5 persons didnt say anything related to comparing with other brands.

~ 68 ~

7. Will you purchase again.

[ ] definitely will

[ ] probably will

10

[ ] not sure [ ] not purchase

5
Definitily will
Probabily will

20

Not sure
65

Note purchase

Interpretation
65 persons will go for pantaloons product again,20 persons will probably go for another
purchase,10 persons are not sure regarding to next purchase,5 persons will not go for any
purchase from pantaloons anymore.

~ 69 ~

8. Does pantaloons give discount on price?

[ ] yes

[ ] seasonal offer

[ ] no

15

45

yes
seasonal offer
no

40

Interpretation

~ 70 ~

45 persons said yes pantaloons are providing them discount offers,15 persons said no pantaloons
are not giving them any discounts,40 persons said pantaloons are giving them seasonal offers.9.
Whats quality of product according you .
[ ] best

[ ] good

[ ] average

[ ] not say

10
9
Best
Good
24

57

Average
Not say

Interpretation
57 persons confirmed that pantaloon have best quality of products,24 persons said the product of
pantaloons is good,9 persons declared that product of pantaloons is average and 10 persons did
not say anything related to it .

~ 71 ~

10. Why do you make purchase of cloth from pantaloons?

[ ] Multi brand

[ ] low price [ ] better quality

[ ] other

9
17

Multi brand
Low price
Better quality

11

63

Other

Interpretation
63 persons like to purchase from pantaloons because it is a multi brands outlet, 11 persons
purchase from pantaloons because of its low price,17 person purchase because of better
quality,and 9 persons have other reasons to purchase from pantaloons.

~ 72 ~

RESEARCH
FINDINGS

1. People were found to be very dissatisfied with the ambience of Pantaloon as

Compared to some other outlets but mostly were satisfied.

~ 73 ~

2. Majority of respondents were found complaining about the variety of products,

Different sizes not available, footwear, and child section need improvement at
Pantaloon.
3. Ladies complaint about jeweler variety is not there, Traditional wear should have
More variety and Footwear.
4. Location was one of the main reason which attracted people towards Pantaloon
As it was situated just in them all and it took less time for majority of respondents
To reach Pantaloon.
5. As Pantaloon deals in discount retailing, it was believed that Pantaloon discount
And low prices were one of the main attractions for people but people feel that the
Discount is not enough and it should be more.
6. Some respondents complaint that there should be sitting space for ladies child
And old age people and it was worked out during the project itself.
7.

Some respondents demanded book corner should be there. And there should be

staff and billing counter during sales to handle the huge no. of customers.

~ 74 ~

RECOMMENDATIONS
AND
CONCLUSIONS.

~ 75 ~

Recommendations
This research throws light on various strengths and weaknesses of Pantaloon and can also help
Pantaloon to improve on different fronts in order to have an edge over its competitors. Based on
the analysis and findings of my research I would like to give following recommendations:
1. Pantaloon needs to improve so that it can accommodate more kinds of Products and also
provide space for children coming with their parents to Play and have fun so that for them visiting
Pantaloon becomes exciting.
2. Pantaloon should incorporate more variety of products in its basket so That it provides the
convenience of availability of all things under one roof to its customers. Variety of products should
specially be increased in traditional wear for women, Footwear, jewelery, cosmetics and more
varieties in watches. More varieties in sizes in jeans, Shirts.
3. Sitting area should be there for children and old people, so that they can Sit while other family
members doing shopping.
4. More computers should be included and number of billing counters Should be increased
especially during the festive season and sales, so as To speed up the process of billing and avoid
large queues.
5. If possible more attractive discount and offers should be given in order to Attract more
customers.
6. Staff should be trained properly to assist people and to make them Understand the benefits of
green card membership, it will strengthen
.

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CONCLUSION

This research report aims to study consumer attitude towards Pantaloon and highlights its strengths
and weaknesses in order that Pantaloons can fight the competition in a better way. Though
Pantaloons captures a different market and is giving competition to big players like Vishal mega
mart and big bazaar. Retail in India is a booming sector nowadays and Pantaloon should try to
benefit more from it. Recommendations given should be considered by Pantaloons in order to
emerge as a winner in long run.

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ANNEXURE

~ 78 ~

QUESTIONNAIRE

Name: ________________________________________________________________

Age: [ ] under 25

[ ] 25-35

[ ] 35-45 [ ] 45 & above

Sex: [ ] Male [ ] Female.

Occupation: [ ] Student [ ] Self-employed [ ] Professional [ ] Service [ ]

Housewife.

Are you: [ ] Single

[ ] Married.

1 You like to purchase in

[ ] Pantaloon

[ ] big bazaar

[ ] Vishal mega mart

[ ] Other

2What is your buying experience?

[ ] Good

[ ] best

[ ] average

[ ] none

3. Wich source made you to buy product from Pantaloons?

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[ ] news paper

[ ] Mobile sms

[ ] internet

[ ] other

4. After purchasing what about warranty or repaired service

[ ] Good
[ ] best
[ ] average
[ ] none

5. How much time you use pantaloon product.

[ ] 2to3 time in week [ ] 2to3 time in month [ ] more than 3 time in month

6. Compaire to other competitor.

[ ] Good
[ ]best
[ ] average

[ ] not say

7. Will you purchase again.

[ ]definitily will [ ] probabily will

[ ] not sure

[ ] not purchase ( )

8. Does pantaloons give discount on price?

[ ] yes
[ ] seasonal offer [ ] no

9. Whats quality of product according you .

[ ] best [ ] good
[ ] average [ ] d. not say

10. Why do you make purchase of cloth from pantaloons?

[ ] Multi brand
[] low price
[ ] better quality [ ] other

11. If you contact to customer service desk then whats response.

[ ] best
[ ] good [ ] average [ ] none
12. Please indicate the amount of spent at pantaloons during your shopping?
[ ] 1000
[ ] 2000-4000
[ ] 4000-6000
[ ] 6000-10000

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~ 81 ~

BIBLIOGRAPHY

1. http://pantaloons.com/company/index.html
2. http://www.adityabirlanuvo.com/default.aspx
3. http://www.adityabirla.com/home
4. http://pantaloon.futurebazaar.com/indexPantaloon.jsp
5. http://business.mapsofindia.com/india-retail-industry/

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6. http://wikipedia.org/wiki/Retailing_in_India.

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