ishu project 2016 mba ne (1)

8/17/2019 Ishu Project 2016 Mba Newwwwwwwww (1)

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PROJECT REPORT

ON

“THE EFFECT OF CUSTOMER LOYALTY

PROGRAM ON THE CONSUMER CHOICES AND

BUYING PREFERENCES IN PANTALOONS”

SESSION: 2015-2016

SUBMITTED TO:SUBMITTED BY:

MRS.RICHA SHARMA

ISHU SAENA !FACULTY OF MANAGEMENT"

MBA #$% SEM.


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&.C.M.T

&.C.M.T

A'()*+,/)$

I have taken a lot of eorts in this project; however it

would not have been possible without the blessings of my

parents and almighty God. Apart from that, I would like to

thank kind support of many individuals. I take this

opportunity to epress my gratitude to the people who

have been instrumental in the successful completion of

this project.

!hen I would like to thank "rs. #icha $harma and the

faculty of %handelwal &ollege of "anagement $cience

and !echnology' for their support and provided me with

the time and inspiration needed to detail out this project.

I would like to epress my special gratitude and thanks

to pantaloon. "y thanks and appreciations also go to my

colleague in developing the project who willingly helped

me out with their abilities.


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DECLARATION

I hereby declare that this project report titled on (

study the effect of customer loyalty program on consumer choices

and buying preferences in pantaloon) submitted by me to the

department of business management ,%&"! ,*areilly

,is a work undertaken by me and it is not submitted

to any other university or institution for the award of any degree diploma+ certicate or published any time

before.


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ISHU SAENA

MBA 2ND YEAR

TABLE OF CONTENT

• OBJECTIVE

• INTRODUCTION OF RETAIL INDUSTRY

ISSUES IN RETAILING

EVOLUTION OF INDIAN RETAIL

• DEFINTION OF LOYALTY PROGRA

LOYALTY PROGRAM BASICS

BENEFITS OF LOYALTY PROGRAM

INCREASED CUSTOMER RETENTION

ATTRACTING, RETAINING AND GROWING CUSTOMERS

• ABOUT FUTURE GROUP

LIST OF BRANDS IN FUTURE GROUP

LEADERSHIP

FUTURE GROUP MISSION AND VISION

CORE VALUES

• ABOUT PANTALOON

MISSION AND VISION

CORE VALUES

CUSTOMER RELATIONSHIP MANAGEMENT AT PANTALOON

PANTALOONS GREEN CARD PROGRAM: INITIAL STEPS

SPECIAL BENEFITS ON ENROLLMENT

CATEGORIES VALID FOR GREEN CARD DISCOUNTS

MEMBERSHIP & 12 MONTH PURCHASE-BASED UPGRADING

SYSTEM

• RESEARCH METHODOLOGY

• DATA ANALYSIS AND INTERPRETATION• FINDINGS

• LIMITATION

• SUGGESTION AND RECOMMENDATIONS

• CONCLUSION

• BIBLIOGRAPHY


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• ANNEXURE

OBJECTIVE OF MY STUDY

• To !o" #$% o'(#' )*o+*( (o)#% .' )(!#(oo!/

(! o#$%* ())(*% *%#(0%*/

•

To !o" $o" )(!#(oo!/ *%#(0! 3/#o%*/ 3/0!+o'(#' )*o+*(


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E*OL!TION OF INIAN RETAIL)

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• No o!0#o*0!+ o4 (.o* ("/

TYPICAL CHANNEL OF DISTRIBUTION

MANUFACTURE RETAILER

WHOLESELLER FINAL CONSUMER

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LO#ALT# +RO%RA,


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efinition of loyalty program: “Loyalty is one of the great engines ofbusiness success”.

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LO#ALT# +RO%RA, BA"IC"

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23/71

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•Suspects are people or organizations that might conceivably have an interest inbuying but many not have the means or real intention to buy.•Prospects—customers with the motivation, ability, and opportunity to make apurchase


24/71

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25/71

F!T!RE %RO!+


26/71

F!T!RE %RO!+

F3#3*% G*o3), % .' 0#/ 4o3!%* (! G*o3) CEO, M* 0/$o*% B0'(!0, 0/o!% o4 I!0(/ %(0!+ .3/0!%// $o3/%/ "0#$ 3#0)% .3/0!%//%//)(!!0!+ (*o// #$% o!/3)#0o! /)(% W$0% *%#(0 4o*/#$% o*% .3/0!%// (#050#' o4 F3#3*% G*o3), +*o3) /3./00(*0%/

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http://www.futurebazaar.com/http://www.futurebazaar.com/


27/71

%/)o3/% 0! #$% +*o3)/ o*% 5(3% o4 I!0(!!%// T$% +*o3)/o*)o*(#% *%o 0/, R%"*0#% *3%/, R%#(0! 5(3%/F3#3*% G*o3)/ I!3%/-

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• F3#3*% C()0#(- o5%*0!+ o!/3%*/ 40!(!%, 0!/3*(!% (!

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List of brands in F!T!RE %RO!+

BIG BAAAR 1/# ; o!#$/ 1< o44 o! 4(/$0o! 1/# ; o!#$/

19< o44 o! +%!%*( M%*$(!0=%

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R/199 o44 o! ())(*% )3*$(/% o4 R/ 99 o*

+%# ( T-/$0*# "o*#$ R/ 2 o! ())(*%

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CENTRAL R/ 9 o44 o! R/1999 & (.o5% )3*$(/% Fo*

1/# ; o!#$/ R/ 29 o44 o! R/ 299 & (.o5%

)3*$(/%


28/71

BRAND

FACTORY

R/ 9 o44 o! R/ 1999 & (.o5% )3*$(/% Fo*

1/# ; o!#$/ R/ 29 o44 o! R/299 & (.o5%

)3*$(/%

DEPOT R/ 9 .oo 4*%% 4*o %?3/05% %)o#

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MPORTGEN

M

A0*#% 05% VAS (*/ @ "o*#$ R/ 99 o!#%!#

FREE

PLANET

SPORTS

R/ 2> S)(0!+Co!5%*/% () FREE o!

)3*$(/% o4 R/111 & (.o5% )%* o!#$

F12;CO 1 50%o +(% FREE )%* o!#$ "0#$ o( o4

0! R/ 9

TOP 19R/ 299 o44 o! R/ 1999 & (.o5% )3*$(/%

HOME TOWN G04# "o*#$ R/29 4o* %5%*' R/ 1999 & (.o5%

/)%!# )%* o!#$ G%# +04# "o*#$ < o4

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29/71

LILLIPUT 19< 0/o3!# 4o* F3#3*% (* $o%*/ o! (

L00)3# ())(*%/ & (%//o*0%/ 1< 0/o3!#

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1< o44 o! RBS@/(o! /%*50%/

TRAVEL PORT 1< o44 o! Do%/#0 )((+%/ 19< o44 o!

W%%%! .*%(/ 12< o44 o!

INTERNATIONAL )((+%/


30/71


31/71

LEAER"-I+

T$% F3#3*% G*o3) %)o'/ o5%* ;9,999 )%o)% (! "(/ o3!#% (o!+1 .%/# %)o'%*/ 0! I!0( 0! ( /3*5%' o!3#% .' H%"0## A//o0(#%/

in 9:: in association with !he 1conomic !imes.

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F!T!RE %RO!+

GROUP VISION

F3#3*% G*o3) /$( %05%* E5%*'#$0!+, E5%*'"$%*%, E5%*'#0% 4o* %5%*' I!0(!o!/3%* 0! #$% o/# )*o40#(.% (!!%*GROUP MISSION W% /$(*% #$% 0//0o! (! .%0%4 #$(# o3* 3/#o%*/ (! S#(%$o%*/ /$( .%/%*5% o!' .' *%(#0!+ (! %?%3#0!+

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32/71

• R%/)%# (! H300#': To *%/)%# E5%*' 0!0503( (! .% $3.% 0! o3*

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33/71

+ANTALOON"


34/71


35/71

P(!#(oo! R%#(0 @I!0( L00#% @PRIL 0/ #$% 4(+/$0) o)(!'o4 F3#3*% G*o3), ( .3/0!%// +*o3) (#%*0!+ #o #$% %!#0*% I!0(

o!/3)#0o! /)(%

PRIL 0/ I!0(/ %(0!+ *%#(0%* #$(# o)%*(#%/ 3#0)% *%#(0 4o*(#/(#%*0!+ #o #$% !%%/ o4 .o#$ #$% 5(3% (! 04%/#'% /%+%!# o4 #$%I!0(! o!/3%* (*%# T$% o)(!' "$0$ /#(*#% 0#/ o)%*(#0o!/ 4*oo(#( 0/ !o" $%(3(*#%*% 0! M3.(0 @Bo.(', I!0(/ o%*0(()0#( T$% o)(!' o)%*(#%/ o5%* 00o! /3(*% 4%%# o4 *%#(0 /)(%,$(/ o5%* 1999 /#o*%/ (*o// ; 0#0%/ 0! I!0( (! %)o'/ o5%* 2,999

)%o)% T$% o)(!' o)%*(#%/ 0! 05%*/% 4o*(#/

P(!#(oo!/ A C$(0! O4 F(/$0o! O3#%#/K

T$% 40*/# P(!#(oo!/ "(/ o)%!% 0! G(*0($(# 0! 1 O5%* #$% '%(*/, 0#$(/ 3!%* +o!% /%5%*( #*(!/0#0o!/ W$%! 0# "(/ 40*/# (3!$%, #$0/ /#o*%o/#' /o %?#%*!( .*(!/ G*(3(', 0# /#(*#% *%#(00!+ ( 0? o4%?#%*!( .*(!/ "$0% (# #$% /(% #0% 0!#*o3% 0#/ o"! )*05(#%

.*(!/ I!0#0(' )o/0#0o!% (/ ( 4(0' /#o*%, 0# 40!(' 5%%*% #o"(*/ .%o0!+ ( 4(/$0o! /#o*% "0#$ (! %)$(/0/ o! 6'o3#$6 (! %(* 4o3/ o!4*%/$ 4(/$0o! To(', #$% 4(/$0o! /#o*% %?#%!/ #o (o/# ( #$% (o*

0#0%/ (*o// #$% o3!#*' P(!#(oo!/ $(/ %/#(.0/$% 0#/ )*%/%!% "0#$/#o*%/ !o# 3/# 0! #$% %#*o/, .3# (/o 0! /(%* #o"!/ To(' #$%*% (*%(*o3! >8 P(!#(oo!/ /#o*% (*o// #$% o3!#*'I# 0/ L% .' 0#/ 4(+/$0) %!#%*)*0/%, P(!#(oo! R%#(0, #$% +*o3) o)%*(#%/o5%* 1200o! /3(*% 4%%# o4 *%#(0 /)(% 0! o5%* 1 0#0%/ (! #o"!/ (!8 *3*( o(#0o!/ (*o// I!0( T$% +*o3) o"!/ /%5%*( %(0!+ 4o*(#/0!30!+ P(!#(oo!/, B0+ B(=((*, FooB(=((*, Ho% To"!, E-o!%(! C%!#*( P(!#(oo!/ 0/ (o!+ I!0(6/ (*+%/# $(0!/ o4 4(/$0o! /#o*%/

P(!#(oo!/ F*%/$ F(/$0o!, "0#$ 0#/ 4o3/ o! 64*%/$ oo, 4%% (! (##0#3%6o44%*/, #*%!' (! $0) o%#0o!/ #$(# (*% 0! /'! "0#$ #$% $o)%/ (!(/)0*(#0o!/ o4 0/%*!0!+ 'o3!+ (! 6'o3!+-(#-$%(*#6o!/3%*/ P(!#(oo!/ F*%/$ F(/$0o! /#(!/ o3# (/ ( 4(/$0o! #*%!/%##%*,o! #$% 0!%/ o4 $o" 4(/$0o! 0/ 4oo"% 0!#%*!(#0o!(' T$0/64*%/$ 4(/$0o!6 %/#0!(#0o! (o"/ 3/#o%*/ #o /$o) 4o* #$% (#%/# 0!


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4(/$0o! ())(*% (! (%//o*0%/ #$*o3+$o3# #$% '%(* 0! (! (##*(#05% (!50/3(' /#03(#0!+ (.0%!%P(!#(oo!/ F*%/$ F(/$0o! /#o*%/ $(5% )*%/%!% "0#$ /#o*%/ !o# 3/# 0!M%#*o/ .3# (/o 0! /(%* #o"!/ A /#o*%/ $(5% ( "0% 5(*0%#' o4

(#%+o*0%/ 0% (/3( "%(*, %#$!0 "%(*, 4o*("%(*, )(*#' "%(* (!/)o*#/"%(* 4o* M%!, Wo%! (! 0/

,I""ION)

P(!#(oo!/ /$( /#*05% #o )*o50% 3#0(#% V(3% (! /(#0/4(#0o! #o 0#/3/#o%* 0! #%*/ o4 3(0#' o!#*o "0#$ )*0%•T$*o3+$ %?%%!% 0! #%$!oo+' .*%(

•T$*o3+$ M(!(+%%!# %!#%*)*0/%•T$*o3+$ To#( 3(0#' M(!(+%%!# To (% 0# ( )*%4%**%o*+(!0=(#0o! 4o* .o#$ )*%/%!# (! 43#3*% %)o'%%/, /3))0%*/,3/#o%*/, /$(*%$o%*/ *%(#% (+%!0%/ (! /o0%#' (! (*+% (!o!#0!3% 0#/ (*$ #o"(*/ )*o+*%// (! *%#(0! 0#/ 4*o!# 0!% )o/0#0o!/*I"ION)

P(!#(oo!/ I!0(, 0! (//o0(#0o! "0#$ T$% F3#3*% +*o3) /$( %05%*%5%*' #0%, %5%*'"$%*%, (! %5%*'#$0!+ 4o* %5%*' o!/3%* o4 I!0( 0! (

)*o40#(.% "('P(!#(oo!/ I!0( /$(*%/ #$% .%0%4 #$(# #$% )o#%!#0( /#(%$o%*/ (!3/#o%*/ /$( .% )*o50% .' %?%3#0!+ (! *%(#0!+ 43#3*%%5%o)%!#/ 0! #$% %(0!+ o!/3)#0o! /)(% #o #$% %o!o0%5%o)%!#,OTTO)

•C3/#o%* S(#0/4(#0o! 0/ o3* *%( o##oK•C3/#o%* 0/ o3* *%( .o// (! o3* *%( (/#%*•A C3/#o%* 0/ !o# (! 0!#%**3)#0o! 0! o3* "o* $% 0/ #$% )3*)o/% o4 0#

CORE *AL!E":•Co!40%!% 0! o3*/%5%/•To .% ( %(%*, .o#$ 0! #$o3+$#, .3/0!%// (! 0! 0!!o5(#0o!•R%/)%# %5%*' 0!0503( (! .% $3.% 0! o3* Co!3#•L%(0!+ #o )3*)o/%43 #$0!0!+


37/71

•To .% o)%! (! *%%)#05% #o !%" 0%(/, !o"%+% (! 0!4o*(#0o!•To .30 o!+ #%* *%(#0o!/$0)/•S0)00#' (! )o/0#05%' 0! o3* #$o3+$#, .3/0!%// (! 0%(/•To .% 4%?0.% (! (()#(.%, #o %%# $(%!+%/

C!"TO,ER RELATION"-I+ ,ANA%E,ENT AT

+ANTALOON" '-# CR,2

•W(!# #o 4o3/ .o#$ o! (30/0#0o! & R%#%!#0o!•To o!5%*# (0' 4oo#4(/ 0!#o o'( 3/#o%*/•E?#*(o*0!(*' /%*50% (! 3/#o%* /(#0/4(#0o!•I!*%(/% 3/#o%* /$(*%I! F3#3*% G*o3) o!' P(!#(oo!/ 0/ 4oo"0!+ C3/#o%*

Lo'(#' P*o+*(CRM 0/ )*(#0% #$*o3+$ #$% GREEN CARDK )*o+*(@GCG*%%! C(* o'(#' )*o+*( o!#* 0.3#%/ ())*o? 8< 0!

)*o40 #(.0 0#' o4 P(!#(oo!/ (*o// o3!#*' P(!#(oo!/ (0!#(0!/ ( 3/#o%* (#(.(/% o4 ;; ((*o// I!0(So4#"(*% 3/% 0/ #$% C3/#o%* Lo'(#' P*o+*(

+ANTALOON" %REEN CAR +RO%RA,)

INITIAL "TE+" : I!4o*0!+ #$% C3/#o%* (.o3# #$% o'(#' )*o+*( T o . % o % ( + * % % ! ( * % . % *-F00!+ o4 4o* -E!*o%!# )('%!# o4 R/ 199W$0% 4 0 0!+ #$% 4o* 5(*0o3/ 3/#o%* %#(0 / 0%-N(%

-A*%//-D(#% o4 B0*#$-P$o!% No-%-(0 0-I!o%-R%(#0o!/$0) S#(#3/ %#(*% o%#% #o 4o* #$% 3/#o%* (#(.(/%


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"+ECIAL BENEFIT" ON ENROLL,ENT: 2 9 9 G 0 4 # V o 3 $ % *

• F*0(' <

• P0==( H3# 29


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• STAR MEMBERS A "$o))0!+ 19< 0/o3!# o! %5%*' )3*$(/% S"0)% (* (# #$% #0% o4

)3*$(/% #o (5(0 #$%/% 0/o3!#/MOST RECENT PURCHASE HELPS TO UPGRADEPANTALOONS

3)+*(% 0/ !o# %)%!%!# o! #$% (#% o4 %!*o%!# o* (%!(* '%(* T$%'!o" 3)+*(% o! #$% .(/0/ o4 )3*$(/%/ 0%0(#%' .(/% o! #$%

)*%%0!+ 12 o!#$/ 4*o 3**%!# /$o))0!+ (#%,E,BER"-I+ 3 /4 ,ONT- +!RC-A"E5BA"E !+%RAIN%

"#"TE,)

THREE STAR CARD - U)+*(% #o ( ; /#(* /#(#3/ .'/$o))0!+ 4o* R/ 999-0%0(#%' )*%%0!+ 12 o!#$/ o43**%!# /$o))0!+ (#%

FIVE STAR CARD - U)+*(% #o ( /#(* /#(#3/ . '/$o))0!+ 4o* R/ 29999-0%0(#%' )*%%0!+ 12 o!#$/ o43**%!# /$o))0!+ (#%SEVEN STAR - U)+*(% #o ( /#(* /#(#3/ .' /$o))0!+ 4o* R/>9999- 0%0(#%' )*%%0!+ 12 o!#$/ o4 3**%!# /$o))0!+ (#%

EXCLUSIVE BENEFITS AND PRIVILEGES:FASHION FRIDAY @(0#0o! ( < 0/ o3!# #o (

%.%*/I!/#(!# 0/o3!#/ 4o* %5%*' # 0% 'o3 /$o) (# P(!#(oo!/R%+3(* 3)(#%/ o! #$%%/, o%#0o!/ (! )*oo/ @.%+0!!0!+& %! 50( (#(o+3%/, SMS (! %(0

S ) % 0 ( 0 ! 5 0 # % / # o # $ % o / # $ ( ) ) % ! 0 ! + % 5 % ! # /

ADDITIONAL BENEFITS

•G*%%! A o! C(*/ - 1 ( ! ; / # ( * % . % * : 1 ( - o ! ( * - ( ! / # ( * % . % * : 2 ( - o ! ( * /•G*%%! D('/: E! O4 S%(/o! S(%•G*%%! C$(!!%: /)%0( .00!+ o3!#%* 3*0!+ E! o4 S%(/o! /(%


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•G*%%! O44%*/•G*%%! S%*50% D%/•G*%%! E?$(!+%•G*%%! *o)

STAR PRIVILEGES A BIGWOWKE?3/05% .%!%40#/ 4o* +*%%! (* %.%*/

Organised retail mar6et in India

I! CETRAL 4o* o'(#' /$%% #$%*% 0/ ( (* !(% FUTURE

CARDK T$0/ (* "% (% 0# (/ ( *%0# (* "$0$ 0/ )o"%*% .'

ICICI CREDIT (* T$% 3/#o%* (! o%# 0# 4*o (!' ICICI

.(! .*(!$ o* 4*o (!' PANTALOONS o3#%#/ I#/ (5(0(.% (

o5%* T$0/ 43#3*% (* (! .% ())0(.% 0! (!' /#o*% o* ( o%/

3!%* FUTURE GROUP

A!'o!% "$o/% o!#$' 0!o% 0/ (.o5% 0!999 (! .% ( )(*# o4

#$0/ o'(#' (*


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T$0/ 0/ #$% /o+(! o4 #$% 43#3*% (*

A)(*# 4*o #$0/ C%!#*(/ +o%/ "0#$ 5(*0o3/ o'(#' /%*50%/ /3$ (/

FREE *%%% o4 )(*0!+ o3)o!/, 4*%% (#%*(#0o! #o ( 3/#o%*/,

/o%#0%/ 4*%% $o% %05%*' #o 3/#o%*/ %# #$0/ 0/ #$% o'(#'

/$%% *3! .' CENTRAL

T$% (0! .%!%40# .%'o! #$0/ 43#3*% (* 0/ 'o3 (! 3/% #$0/ (* 0!

5(*0o3/ o3#%#/ *3! .' FUTURE GROUP A)(*# 4*o #$0/ (/ "%

#( (.o3# o#$%* )('%* 0! *%#(0 /%#o* SHOPPERS STOP $(50!+

FIRST CITIEN CARD INDIA BULL MEGA STORE $(50!+

PPC @)'*(0 )o"%* 3. "$0$ +o%/ "0#$ o'(#' (* B%4o*%

FUTURE CARD #$%*% "(/ CENTRAL CARD "$0$ 0/ o!'

())0(.% 4o* CENTRALS )3*)o/% I# 0/ ( o'(#' (* 4o*

CENTRALS 3/#o%*/ Foo"0!+ (*% /o% %#(0/ (.o3#

CENTRAL/ (*

E7clusi$e Benefits

Aa8

se 6harchey

ban gaye

6amai 9


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G%# 9< EMI o)#0o! 4o* )3*$(/%/ o*% #$(! R/ ;,999(# C%!#*(

G%# 4*%% +04# 5o3$%* o4 C%!#*( "o*#$ R/ 29"0#$ #$% o44%*

.oo%#

E(*! > *%"(* )o0!#/ 4o* %5%*' R/199/)%!# (# C%!#*( A/o %(*! 1

*%"(* )o0!# 4o* %5%*' R/ 299/)%!# (# %*$(!# %/#(.0/$%!#/

o#$%* #$(! C%!#*(

P*0o*0#' P('%!# Co3!#%*/ (# C%!#*( 4o* (*$o%* #o /(5%

5(3(.% #0%

C(*$o%* +%#/ )*0o*0#' #o 50%" #$% )*o3# (3!$%/ (! /%(/o!(

o%#0o!/ (# C%!#*(

U) #o 19< 0/o3!# #o ( (*$o%*/ *%/#(3*(!#/ "0#$0! C%!#*(,

o! .0/ o4 R/ 29(! (.o5%

G%# 12 4*%% o44%% 5o3$%*/ o! ())*o5( o4 (*

T$% C(*$o%* "0 +%# (%// #o /%%# (0*)o*# o3!+%/ (*o// #$%

o3!#*' "0#$ o)0%!#(*' /!(/ (! !o!-(o$o0 .%5%*(+%/

A #$% .%!%40#/ o4 /o0 +o (*


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RESEARCH METHODOLOGY

RESEARCH METHODOLOGY


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RESEARCH DESIGN

!he type of research chosen for the study is descriptive research. In

descriptive research various parameters will be chosen in analy7ing thevariations between these parameters.

DATA SOURCES4

• P34 D3$3: rimary data is the information collected for the rst

time. In this project it is obtained by means of


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DATA ANALYSIS AND

INTERPRETATION


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D3$3 3)3,4 3) )$7$3$*)

>.?' I)'* 3)/ *8 $% '9$* !7

*)$%"

?@

9B

9C

D9/1$$ !EA2 ?=:::

9:::: !- 9=:::

9=::: !- D::::

D:::: !- A*-F1

-!I-2$ #1$-2$1

/1$$ !EA2 ?=:::

9:::: !- 9=::: ?D

9=::: !- D:::: ?9

D:::: !- A*-F1 ?B

!-!A/ =:

INETRPRETATION:F*o #$% (.o5% $(*# 0# %#%*0!%/ 3/ #$(# )%o)% (*% $(50!+ 0!o% %5% 0!

.*(%#/ 00#/ o4 R/ ;9999 (! (.o5% 3/3(' )3*$(/%/ .0+ .*(!/ (# (*%/0+!040(!#' o*% o'( #$(! #$o/% 3/#o%*/ "$o (*% $(50!+ %// %(*!0!+/ (!o" )3*$(/0!+ )o"%*


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#.$% Are you aware about te !oya!ty "ro#ra$ o%"a&ta!oo&'(

?::

01$

2-

&P'&( )"SP&(S"

*"S +

(&

&- +

'(")P)"-'&(!

/rom the above pie chart it determine us that most thecustomers are aware of the loyalty program of pantaloons.


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#.0% )ow %re*ue&t!y you +,',t "a&ta!oo&'owroo$(

9C

9@

C@811%/0

"-2!E/0

A$ 1# 2113

&P'&( )"SP&(S"

1""2* 3$

4&(5* 36

-S P") (""7 $6

&- +

INTERPRETATION:F*o #$% (.o5% )0% $(*# 0# %#%*0!%/ 3/ #$(# (.o3# >< o4 #$% 3/#o%*/ 50/0#

)(!#(oo!/ (/ )%* #$% !%%


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#.6% w,- 'e-t,o& you "re%er $ore ,&"a&ta!oo&(

CB

9C

D:

&/-!EI2G

6--!81A#

A&&1$$-#I1$

&P'&( )"SP&(S"

C&5'(8 $0

/&&1"-) 3$

-CC"SS&)'"S 3+

&- +

'(")P)"-'&(!/rom the above chart it depicts that due to good apparels and good discount offers andother superb deals, 69: customers tends to buy clothes from pantaloons and rest 0:customers prefer footwear and remaining $6: prefer to buy accessories.


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#.+% D,. you re-e,+e a&y be&e%,t %ro$ te!oya!ty "ro#ra$ o% "a&ta!oo&(

=B

CC

01$

2-

&P'&(S )"SP&(S"

*"S $;

(& $$&- +

'(")P)"-'&(!

/rom the above pie chart it determines us that +9: of thecustomers thinks that loyalty program of pantaloons providesbenefits.


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#.9% )ow o%te& you re-e,+e te be&e%,t o% t,'"ro#ra$(

BC

DB

-2 1F1#0 FI$I!

6#1>H12!/0

&P'&(S )"SP&(S"

&( "


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>.' D* 4*9 '; 7*' *

7*7 973$ /3)/ *


53/71

>.@' A 4*9 3$= +$% $% ,*43,$4

7*/3 *8 73)$3,**)

:

D:

01$

2-

-!I-2$ #1$-2$1

01$ D=

2- ?=

!-!A/ =:

I2!1##1!A!I-24

6rom the above pie chart it determines us that : of the

customers are satised in using the loyalty program ofpantaloons.


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>.?" H*+ 3$= 4*9 3 +$% $%

79'%3 4*9 3 ) 73)$3,**)

3$)/ '3,

9C

D:

9B

?BC

EIGE/0 $A!I$6I13

$A!I$6I13

21H!#A/

H2$A!I$6I13

EIGE/0 H2$A!I$6I13

-!I-2$ #1$-2$1EIGE/0 $A!I$6I13 ?9

$A!I$6I13 ?=

21H!#A/ ?D

H2$A!I$6I13 @

EIGE/0 H2$A!I$6I13 9

!-!A/ =:

I2!1##1!A!I-24

6rom the above table D: of the customers are satised in usingthe benets of pantaloons, 9B are neutral, 9C of the

customers are highly satised, ?B are unsatised and remaining

C are highly unsatised.


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>.?:' I ,*43,$4 7*/3 3


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>.??' *) +%3$ @3 $% ,*43,$4

7*/3 *8 73)$3,**) 3


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>.?9' *9, 4*9 ,( $* '*)

4*9 8) 8* ,*43,$4 7*/3 *873)$3,**)

B9

D@

01$

2-

-!I-2$ #1$-2$1

01$ D?

2- ?

!-!A/ =:

I2!1##1!A!I-24

6rom the above pie chart it determines that B9 of the customerswant to recommend to their friends for availing the benet of

pantaloons and remaining D@ wants not to recommend to their

friends.


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FINDINGS


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FINDINGS

• 6rom this research, there is majority

no. of customers income is above

D:::: .

• 6rom this research I came know that

most of the customers are aware

about the loyalty program of

pantaloons.

• 6rom this research I came to know that

most the customers visit to pantaloonsto purchase clothes, accessories etc.

as per the need.


most the customers preference

towards through purchase of clothes.• 6rom this research I came to know

that =B of the customers avail the

benets provided by the pantaloons.


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most of the customers avail the

benets on every visit of pantaloons.• 6rom this research I came to know that

B9 of the customers receive the

periodic or proper updates regarding

oers and promotions from

pantaloons.


BB of the customers think that

loyalty program of pantaloons aect

the repeat purchase.


most of the customers think that it

increases the credit point on the

repeat purchase.


B9 of the customers want to

recommend to their friends about theloyalty program of pantaloons.


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LIMITATIONS


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LIMITATIONS

As the respondents were busy with

their shopping in pantaloons, it wasdiJcult for the researcher to meet the

respondents and gain information. !he study was limited to short period

only.

!he data depends totally on therespondentKs view which may be

biased. !hose who came out of pantaloon

store after shopping were chosen for

getting the


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3uring my research I have found that

there was no place to sit for old age

people in pantaloon. 3uring my research I have found that

in pantaloon billing counter only one

system is working rest two systems

are not working because of this many

of the respondents facing problem.

SUGGESTIONS AND

RECOMMENDATIONS


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SUGGESTIONS AND

RECOMMENDATIONS

antaloon needs to improve so that it canaccommodate more kinds of products and also

space for children coming with their parents to

play and have fun so that for them visiting

pantaloon becomes eciting.

$itting area should be there for children andold people, so that they can sit while other

family members doing shopping.

"ore computers should be included andnumber of billing counters should be increased

especially during the festive season and sales,

so as to speed up the process of billing andavoid large


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benets of green card membership, it will

strengthen customer loyalty.

-thers recommendations include introductionof book corner for the book lovers and making

shopping more joyful.

CONCLUSION


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CONCLUSION !his research report aims to study theloyalty program adopted by pantaloonsand other apparel retailers and to knowhow pantaloons retain customers usingloyalty program. !hrough pantalooncaptures a dierent market and is givingcompetition to big players like big ba7aar,Fishal mega mart.#etail in India is a booming sector

nowadays and pantaloon should try tobenet more from it .#ecommendationsgiven should be considered by pantaloonin order to emerge as a winner in long run.


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BIBLIOGRAPHY *ooks4L #etail management 5chetan bajaja' 1ditionM9::,

ublication data M -ford university pressL &ustomer $ervice in #etailing 5Anil "ishra N

#uchi Gupta' 1ditionM9::, ublication O *i7tantra

5management for the Pat word'L !he #etail value &hain 5$ami 6inne N hanna

$ivonen', publication O kongan page

8ebsite4

L http4++www.retailindustry.com

L http4++www.bigretail.com

L http4++www.pantaloon.com

http://www.retailindustry.com/http://www.bigretail.com/http://www.pantaloon.com/http://www.retailindustry.com/http://www.bigretail.com/http://www.pantaloon.com/


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ANNEURE

ANNEURE

1#$-2A/ 31!AI/$4M

2ame4 MMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMM Gender4

MMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMM-ccupationQQQQQQQQQQ.1mail4 MMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMM>.?' Income range of the customer 5per month'5a' /ess than ?=:::5b' 9:::: to 9=:::5c' 9=::: to D::::


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5d' D:::: to above

>.9' Are you aware about the loyalty program of pantaloona' 0es 5 ' b' 2o 5 '

>.D' Eow fre.C' which section you prefer more in pantaloona' &lothing 5 ' b' 6ootwear

5 'c' Accessories 5 '

>.=' 3id you receive any benet from the loyalty program of

pantaloona' 0es 5 ' b' 2o 5 '

>.B' Eow often you receive the benet of this programa' -n every visit 5 ' b' 6re.@' Are you satised with the loyalty program of pantaloona' 0es 5 ' b' 2o 5 '

>.' Eow satised you are with the purchase you made in

pantaloon rating scale

A' Eighly satised 5 ' b' satised 5 'c' 2eutral 5 ' d' unsatised

5 'e' Eighly unsatised 5 '

>.?:' Is loyalty program aecting your repeat purchase


71/71

a' 0es 5 ' b' no 5

' >.??' on what basis the loyalty program of pantaloon aects

the repeat purchasea' It increases your credit pointsb' roviding discount oersc' -ther benets

>.?9' would you like to recommend your friends for loyalty

program in pantaloonA' 0es 5 ' b' 2o 5 '

ishu project 2016 mba ne (1)

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