SUBMITTED TO

Dr.AKSHAT DUBEY

ITS-IM

SUBMITTED BY

SANJAY KUMAR
MISHRA

1
 ROLL NO-11101

PREFACE
Following report is the outcome of my summer training, which I undertook in
Pantaloons Retail India Ltd.

The Project which given to me was on-

“CUSTOMER RELATIONSHIP MANAGEMENT

& CUSTOMER SATISFACTION”

The basic objective of my training was to find out the ways, how to increase
the contribution of green card members in the current sale of the store and to
learn how the other departments are performing their work.

In order to find out the customers taste & their satisfaction level from the
Pantaloons, I conducted a survey in the Pantaloons Store,
Noida.

It might be possible that the conclusion drawn from the study might not reflect
the actual situation regarding the project, but it gives a fair idea regarding the
current trend.

The outcome of the study attempts to throw some light on the current state of
consumer mind, taste and preference regarding the brands and product
available in the store.

2
ACKNOWLEDGEMENT

I take this opportunity to thanks all those people that helped me and guided
me during my summer training.

First, I acknowledge a deep indepetences to the management of

pantaloons Retail India Ltd.who kindly permitted me to undertake the
training in their organisation.

I express my deep gratitude to Mr.Anil Sharma for helping me throughout the

training period.

I am very thankful to future group & my sincere thanks to all faculty

members who guided me to prepare this project report.

3
Declaration 05
Industry Profile 06
Future Group Profile 15
Company Profile 23
About company 23
Financial Status 29
Customer Relation Management 32
About Green Card 35
Objectives 40
Research Methodology 41
SWOT Analysis of Pantaloons 45
Analysis & Interpretation 47
Conclusion 60
Recommendation 62
Limitations 63
Appendix 65
Bibliography 66
Questionnaire 67
Major Milestones of Future Group 69
Sector wise key players in organized retailing
in India 70

4
 Organized Vs Traditional Retailing 71

DECLARATION

I Sanjay Kumar Mishra here by declare that the project report

entitled “CUSTOMER LOYALTY PROGRAM AND

CUSTOMER SATISFACTION” has been written by me on the

basis of my summer training at PANTALOONS RETAIL

INDIA LTD. during May-June 2010, and has not been submitted

anywhere in any manner.

Sanjay Kumar

Mishra

RETAILING
5
R etailing includes all the activities involved in selling goods and

services directly to final consumers for personal, non-business use. Retailing

consists of the sale of goods or merchandise, from a fixed location such as a
department store or kiosk, in small or individual lots for direct consumption
by the purchasers.

Retailing may include subordinated services such as delivery. Purchasers may

be individual or businesses. In commerce a retailer buys goods or products in
large quantities from manufactures or importers, either directly or through
wholesalers, and then sells smaller quantities to the end users. Retail
establishments are often called shops or stores. Retailers are at the end of the
supply chain. Manufacturing marketers see the process of retailing as a
necessary part of their over all distribution strategy.

India's largest industry, the retail sector is valued at $200 billion accounting
for over 10 per cent of the country's GDP and around eight per cent of the
country's employment. It has emerged as one of the most dynamic industries
with several players entering the market. Retail industry in India is at the
crossroads. One of the major factors playing a role is income – Increase in
Disposable incomes of customers across various sectors.

LEVELS OF SERVICES:

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

SELF-SERVICE:

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 Self-service is the cornerstone of all discount operations. Many customers
are willing to carry out their own locate-compare-select process to save
money.

SELF-SELECTION:
Customers find their own goods, although they can ask for assistance.

LIMITED SERVICE:
These retailers carry more shopping goods, and customers need more
information and assistance. The store also offer services such as credit and
merchandise return privileges.

FULL SERVICE:
Sales people are ready to assist in every phase of the locate-compare-select
process.

TYPES OF MAJOR RETAILERS

SPECIALTY STORE:
A clothing store would be a single line store; a men’s clothing store would be
a limited line store. Example: The Body Shop.

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 DEPARTMENT STORE:
Several product lines- Clothing, home furnishing & household goods, with
each line operated as a separate department managed by specialist. Example:
Big Bazaar.

SUPER MARKET:
Relatively large, low cost, low margin, high volume, self service operation
design to serve total needs for food, laundry, and household goods.

CONVENIENCE STORE:
Relatively small store located at near residential area, open long hours, seven
days a week and caring a limited line of high turnover convenience products
at slightly higher prices, plus takeout sandwiches, coffee, soft drinks.

DISCOUNT STORE:
Standard merchandise sold at lower prices with lower margin and higher
volumes. Discount retailing has moved into specialty merchandise store such
as discount sporting goods stores, electronic stores and book store. Example:
Wal-Mart.

SUPER STORE:
About 35000 sq.ft. of selling space aimed at meeting consumers’ total need for
routinely purchased food and non food items, plus services such as laundry,
dry cleaning, shoe repair, check clearing and bill paying.

HYPER MARKETS:

8
Range between 80000 to 220000 sq. ft. area and combined super market,
discount and warehouse retailing. They feature bulk display and minimum
handling by store personnel, with discounts for customers who are willing to
carry heavy appliances and furniture out of the store.

CATALOG SHOWROOM:
Selection of high-markup, fast moving, brand name goods at discount prices.
Customers order goods from a catalog, then pick these goods up at a
merchandise pickup area in the store.

FRANCHISE ORGANIZATION:
Contractual association between a franchiser and franchisees. Franchising has
been prominent in dozens of product and services areas. Examples:
McDonald’s, Pizza hut.

MERCHANDISING CONGLOMERATE:
A free from corporation that combines several diversified retailing lines and
forms under central ownership, along with some integration of distribution
and management. Example: Baskin-Robbins.

Retail in India

India's largest industry, the retail sector is valued at $200 billion accounting
for over 10 per cent of the country's GDP and around eight per cent of the
country's employment. It has emerged as one of the most dynamic industries
with several players entering the market. Retail industry in India is at the
crossroads. It has emerged as one of the most dynamic and fast paced
industries with several players entering the market. But because of the heavy

9
initial investments required, break even is difficult to achieve and many of
these players have not tasted success so far. However, the future is promising;
the market is growing, government policies are becoming more favorable and
emerging technologies are facilitating operations.

Retailing in India is gradually inching its way towards becoming the next
boom industry owing to a steady increase in the disposable incomes of the
middle class households. The whole concept of shopping has altered in terms
of format and consumer buying behavior, ushering in a retail revolution.
Modern retail has entered India as seen in sprawling shopping centers, multi-
storied malls and huge complexes offer shopping, entertainment and food all
under one roof. The key growth drivers of the organized retail industry in
India are:-

Demographics - The Indian population is witnessing a significant

change in its demographics. A large young working population with
median age of 24 years, nuclear families in urban areas

Working Women – Increase in the numbers of working women

population

Services Sector - Emerging opportunities in the services sector

Income – Increase in disposable incomes of customers across various

sectors

Customer - The customer today is far more discerning than he was

earlier.

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 Real estate prices – The consistent rise in the prices of real
estate.

ABOUT RETAILING
In the list of Fortune 500 companies 10% or 50 are Retail Organizations -
Wal-Mart (The Retail Giant) is the first among the fortune 500 companies.

25 of the Asian Top 200 companies are retailing companies.

Retailing Sector employs around 8% of the labour in India which

is six times bigger than Thailand and five times larger than South Korea and
Taiwan. It is Second largest employment provider in the country after

11
Agriculture.

There are 4.3 million retail outlets in India.

Organized retailing in India is only 2% which is very poor compared to

other South Asian Countries.

Organized Retailing Traditional Retailing

Malaysia 50% 50%
Thailand 40% 60%
Philippines 35% 65%
Indonesia 25% 75%
South Korea 15% 85%
China 20% 80%
India 3% 97%
India has around 200 shopping malls presently
located in cities.

Sharp growth rate of 35-40% in organized retailing across the country is

a positive sign of growth.

The total domestic retail market was estimated around Rs.9,300 billion in
2003-04 and the annual growth rate is around 4 to 6 per cent.

Price Water House Coopers (PWC) had estimated India among the six
most attractive destinations in retailing alongside China, Turkey, Thailand,
Malaysia and Hungary.

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 Big business houses in India like Reliance, Godrej, Mahendras, Wadia,
Tata, Hero and Malhotras are now looking at retail sector.

Pantaloon, Shoppers Stop, RPG Group, Trent, Life Style, Subhiksha,

Food World, Vivek's, Nilgiris, Ebnoy, Crosswords, Globus, Barista, Quicky's,
Café Coffee Day, Wills Lifestyle, Raymond, Titan, Bata, West side, Trinetra,
Chandana Brothers etc. already have established retail networks in the county
in a big way.

Reliance India is entering into the sector in a big way with an investment
of Rs.25,000 crores and an estimated employment generation of around 10
lakh.

The international players who have already entered into retailing business
in India include McDonald's, Pizza Hut, Dominos, Levis, Lee, Nike, Adidas,
TGIF, Benetton, Sony, Sharp, Kodak, the Medicine Shoppe &Wal-Mart.

Foreign Direct Investment in retail business

is allowed up to 51% through Foreign Investment Promotion
Board as a measure to encourage the entry of Multi National Corporations
in the country.

The size of the organized retail market is expected to register substantial

growth by 2008. The following are the estimates of the Intelligence Group of the Economic
Times.

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 2001-02 2008

Total (No. of outlets) 16,000 37,216

Food 1,800 7,743

Clothing 4,950 10,423

Consumer Durables 1,650 3,787

Books & Music 450 1,426

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 FUTURE GROUP

F uture Group is India’s leading business group that caters to the

entire Indian consumption space. Led by Mr. Kishore Biyani, the

Future Group operates through six verticals: operates through six verticals:
Retail, Capital, Brands, Space, Media and Logistics.

Apart from Pantaloon Retail, the group’s presence in the retail space is
complemented by group companies, Indus League Clothing, which owns
leading apparel brands like Indigo Nation, Scullers and Urban Yoga, and
Galaxy Entertainment Limited that operates Bowling Co, Sports Bar, F123
and Brew Bar.

The group’s joint venture partners include French retailer ETAM group, US-
based stationary products retailer, Staples and UK-based Lee Cooper. Group
Company, Planet Retail, owns and operates the franchisee of international
brands like Marks & Spencer, Next, Debenhams and Guess in India. The
group’s Indian joint venture partners include, Maniple Healthcare,
Talwalkar’s, Blue Foods and Liberty Shoes.

Future Capital Holdings, the group’s financial arm, focuses on asset

management and consumer credit. It manages assets worth over $1 billion
that are being invested in developing retail real estate and consumer-related
brands and hotels. The group has launched a consumer credit and financial
supermarket format, Future Money and soon plans to offer insurance products
through a joint venture with Italian insurance major, Generali.The group is

15
currently developing over 50 malls and consumption centers across the
country and has formed a joint venture company focusing on mall
management with Singapore-based Capital and, one of Asia’s largest property
companies.

Future Group’s vision is to, “deliver Everything, Everywhere, Every

time to Every Indian Consumer in the most profitable manner.” The group
considers ‘Indian-ness’ as a core value and its corporate credo is -
Rewrite rules, Retain values.

GROUP VISION

Future Group shall deliver Everything, Everywhere, Every time 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, cost- conscious and committed to quality in

whatever we do.

16
 We shall ensure that our positive attitude, sincerity, humility and united
determination shall be the driving force to make us successful.

CORE VALUE

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.

AFFILIATED COMPANIES
PARTNER COMPANIES

Home Solutions Retail (India) Ltd .:-

Home Solutions Retail (India) Ltd. (HSRIL) leads the groups foray in the

17
 home improvement and consumer electronics-retailing segment. It caters
to home management requirements and products, including furnishings
and textiles, furniture, consumer electronics, home electronics and home
services. It operates retail formats like Home Town, Furniture Bazaar,
Collection I, E-Zone, Electronics Bazaar and Got It.

Future Capital Holdings:-

Future Capital is the financial arm of the group and is involved in asset
management (both private equity and real estate funds) with plans to get
into other financial services including insurance, credit and other
consumer related financial services. It is associate companies are Kshitij
Investment Advisory Co. Ltd., Indivision Investment Advisers Ltd., and
Ambit Investment Advisory Co. Ltd.

Indus League Clothing Ltd .:-

The group owns a majority stake in Indus League Clothing Ltd., one of
the leading apparel manufacturers and marketers in India. Some of its
leading brands include Indigo Nation, Scullers, Urbana, Urban Yoga and
Jealous.

Galaxy Entertainment Corporate Ltd .:-

The group owns a stake in Galaxy Entertainment Corporate Ltd. that
operates chains like Bowling Company, Sports Bar and Brew Bar.

JOINT VENTURES COMPANIES

Planet Retail Holdings Ltd .:-

The group is a joint venture partner in Planet Retail Holdings Ltd., which

18
operates sports, lifestyle and leisure retail chain. It also owns the franchisee
and distribution rights of brands like Marks & Spencer, Guess, Debenhams
and Puma in India.

Foot mart Retail:-

Foot mart Retail is a joint venture with Liberty Shoes and is engaged in the
retailing of footwear products in India.

Capital and Retail India:-

The group is a joint venture partner in Capital and Retail India, along with
Singapore-based Capital and Limited. The company provides retail
management services to retail properties owned or managed by various
group companies and investment funds.

1. E-Tailing
2. Foods

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 3. Fashion
4. Home & Electronics
5. General Merchandise
6. Telecom & IT
7. Leisure & Entertainment
8. Wellness & Beauty
9. Book & Music

E tailing
Foods
Fashion
Home & Electronics

General Merchandise

Telecom & IT
Leisure &
Merchandise
entertainment
Wellness &
Beauty
Book & Music

E-Tailing

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 Futurebazaar.com
Futurebazaar.com offers the widest range of products at ‘lowest
prices – everyday!’

Having pioneered the retailing business in India, PRIL has now decided to
revolutionize the consumer e-commerce business in India. It intends to
provide customers with a streamlined, efficient and world class personalized
shopping experience, which will be supported with the best technology
platform.

Buying products is a 3 step simple process. All one has to do is Search,

Register and Buy. Here you can expect a shopping experience akin to
shopping at an actual bazaar but with added simplicity & everyday low prices
and an assurance of 'your product' will be delivered within 7 days of
purchase.

We are proud to inform you that Future Bazaar has been named as
the Best Indian Website 2007 in the Shopping category by PC World.

Future Bazaar won the top spot after beating other established players like
Rediff, India times, Sify, eBay, India plaza, Chennai Bazaar and India Mall.
The award was presented to Future Bazaar for its "decent, no-nonsense
approach, while providing a good shopping experience".

2. Foods

a) Food Bazaar, b) Brew Bar,

c) Cafe Bollywood
d) Chamosa, e) Sports Bar

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3-Fashion

a) All, b) Big bazaar, c) Blue sky

d) Central, f) Fashion station, g) Gini & Joney,
h) Navaras, i) Lee Cooper, j) Pantaloons,
k) Top 10

4. Home & Electronics

a) Collection-i, b) Electronic Bazaar, c) e-zone,

d) Furniture Bazaar, e) Got-it, f) Top-10,
g) Home Town

5. General Merchandise

a) Big Bazaar, b) Big Bazaar wholesale club,

c) Blue Sky, d) Brand Factory, e)
Central,
f) Navaras, g) Pantaloons,
h) Shoe Factory, i) Top 10

6. Leisure & Entertainment

a) Bowling,
b) F 123

7. Wellness & Beauty

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 a) Health Village,
b) Star Sitara,
c) Tulsi, d) Turmeric

COMPANY PROFILE

P antaloon Retail (India) Limited, is India’s leading retailer that

operates multiple retail formats in both the value and lifestyle segment of the
Indian consumer marker. Headquartered in Mumbai (Bombay), the company
operates over 5 million square feet of retail space, has over 350 stores across
40 cities in India and employs over 18,000 people.

The company’s leading formats include Pantaloons, a chain of fashion

outlets, Big Bazaar, a uniquely Indian hypermarket chain, Food Bazaar, a
supermarket chain, blends the look, touch and feel of Indian bazaars with
aspects of modern retail like choice, convenience and quality and Central, a
chain of seamless destination malls. Some of its other formats include, Depot,
Shoe Factory, Brand Factory, Blue Sky, Fashion Station, all, Top 10, m

23
Bazaar and Star and Sitara. The company also operates an online portal,
futurebazaar.com.

Pantaloons is not just an organization- it is an institution, a center of

learning and development. Pantaloons believe that knowledge is the
only weapon at their disposal and their quest for which they are focused,
systematic and unwavering.

Pantaloons take pride in challenging conventions and thinking out of

the box, in traveling on the road less traveled. Pantaloons corporate
doctrine “rewrite rules retain values” is derived from this
spirit.

Pantaloons Retail was recently awarded the International Retailer of the

Year 2007 by the US-based National Retail Federation (NRF) and the
Emerging Market Retailer of the Year 2007 at the World Retail Congress held
in Barcelona.

Pantaloons Retail is the flagship company of Future Group, a business

group catering to the entire Indian consumption space.

PANTALOON CULTURE

Passion for Retail is why we are here.

At Pantaloons, Empowerment is what you acquire and Freedom at

Work is what you get. We believe our most valuable assets are our People.

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Young in spirit, adventurous in action, with an average age of 27 years, our
skilled & qualified professionals work in an environment where change is the
only constant.

Powered by the desire to create path-breaking practices and held together by

values, work in this people intensive industry is driven by softer issues. In our
world, making a difference to Customers’ lives is a Passion and performance
is the key that makes it possible. Out of the Box thinking has become a way
of life at Pantaloons and living with the change, a habit.

Leadership is a value that is followed by one and all at Pantaloons.

Leadership is the quality that motivates us to never stop learning, stretching
to reach the next challenge, knowing that we will be rewarded along the way.
In the quest of creating an Indian model of retailing, Pantaloon has taken
initiatives to launch many retail formats that have come to serve as a
benchmark in the industry. Believing in leadership has given us the optimism
to change and be successful at it. We do not predict the future, but create it.

At Pantaloons you will get an opportunity to handle multiple

responsibilities, and therein, the grooming to play a larger role in the future.
Work is a unique mix of preserving our core Indian values and yet providing
customers with a service, on par with international standards.

At Pantaloons you will work with some of the brightest people from
different spheres of industry. We believe it’s a place where you can live your
dreams and pursue a career that reflects your skills and passions.

Over the years, the company has accelerated growth through its ability to lead
change. A number of its pioneering concepts have now emerged as industry

25
standards. For instance, the company integrated backwards into garment
manufacturing even as it expanded its retail presence at the front end, well
before any other Indian retail company attempted this. It was the first to
introduce the concept of the retail departmental store for the entire family
through Pantaloons in 1997. The company was the first to launch a
hypermarket in India with Big Bazaar, a large discount store that it
commissioned in Kolkata in October 2001. And the company introduced the
country to the Food Bazaar, a unique 'bazaar' within a hypermarket, which
was launched in July 2002 in Mumbai. Embracing our leadership value, the
company launched all in July 2005 in Mumbai, making us the first retailer in
India to open a fashion store for plus size men and women.

The way we work is distinctly "Pantaloons". Our courage to dream

and to turn our dreams into reality – that change people’s lives, is our biggest
advantage. Pantaloons is an invitation to join a place where there are
no boundaries to what you can achieve. It means never having to stop asking
questions; it means never having to stop raising the bar. It is an opportunity to
take risks, and it is this passion that makes our dreams a reality.

Come enter a world where we promise you good days and bad days, but
never a dull moment!

The Store is divided into 6 sections:

Men’s Wear:
The Men's department has been further classified into Formal Wear and
Casual Wear. In the formal wear section they have brands like John Miller
shirts, pantaloons brand of trousers. In the casual wear section they have
Pantaloons Cotton Trousers, Bare Casual Shirts and bare brand of
jeans. All these brand are exclusively available at Pantaloons Stores.

26
The pricing has also been done taking into consideration the various segments
of our customers.

Ladies Wear:
The Ladies Department has been further sub divided into Western Wear and
Ethnic Wear. The Ladies western wear consists of ladies formal wear, skirts
and tops, capris and jeans while the ethnic wear consists of an exclusive
collection of Salwar Kameez and Mix'N'Match. They also have a variety of
ladies lingerie.

Kids Wear:
The Kids Department has an interesting range of garments for both Girls and
Boys. They have a variety of T-shirts, Shirts, Jeans, Cargos, and Trousers for
kids.

Accessories:
In the Accessories department Pantaloons has a classic collection of
John Miller ties, Belts, Sleep suits, Caps and Hankies.

Jewellery:
Pantaloons has a variety of jewellery in both gold and imitation
jewellery. Pantaloons is the exclusive retailer of Cygnus, Nirvana

& Ishis brands of jewellery in the Pantaloons store, Noida. They also
have the Ola brand of silver jewellery in the imitation jewellery category.

Cosmetics:
Pantaloons have almost all the major brands present in their store. They
have a range of products in L’Oreal, Revlon, Maybelline, Maxfactor, Chambor

27
in cosmetic and CK, Nina Ricci, Davidoff, Bvlgary, Dior, Hugo Boss, Azzaro
and Versace brands in perfumes and deodorants.

FINANCIAL STATUS

INTERNAL CONTROLS AND THEIR

ADEQUACY
The company has a sound system of Internal Controls for financial reporting
of various transactions, efficiency of operations and compliance with relevant
laws and regulations. The company has well defined organization structure,
documented policy guidelines, predefined authority levels and extensive
systems of internal controls to ensure the optimum utilization of company’s
resources. Internal controls and their adequacy.

The company is continuously upgrading its internal control systems by

measures such as strengthening of Information technology infrastructure and
use of external management assurance services. The Retail Management
exercise is being conducted by Ernst & Young who advised the company in
mitigating the risks.

The Audit Committee, comprising independent directors is involved in

regularly reviewing financial and risk management policies, significant audit
findings, the adequacy of internal control systems and compliance with the
accounting standards.

Sales

28
The company’s sale has increased from Rs.85,148.85 Lacs to

Rs.105,070.26 Lacs, an increase of 76.21 % over the previous

year. The company has also recorded same store growth of 21.58% during
the year.

Operating Profit

Operating profit of the company for the year 2005-2006 stood at

Rs.14,623.77 Lacs compared to Rs.9,391.06 Lacs in the
previous year, and an increase of 55.72% over the previous year. The

operating margin is 8.32% in the current year as compared to 9.22% in

the previous year, indicating the marginal fall of 0.91%.

Interest

Interest & Financial charges outflow has marginally increased from

Rs.2,745.66 lacs in 2004-05 to Rs.3,352.48 lacs in 2005-06.The
interest & financial charges cover during the year under review improved to
4.36 as compared to 3.42 in the preceding year. The company reduced
the overall interest cost through conversion of working capital loan from
banks into commercial papers.

Net Profit

Net profit of the company for the year under review stood at
Rs.6,415.75 Lacs as compared to Rs.3,855.10 Lacs in the

29
previous year, an increase of Rs.2,560.64 Lacs. The net profit has

increased by 66.42% over the previous year.

Dividend

The company has proposed the dividend of 25% for the current year
amounting to Rs.766.38 Lacs. (Including corporate dividend tax)

Loans and Advances

Loans and advances stood at Rs.33,550.14 lacs in 2005-06 represented

an increase of Rs.24,182.14 lacs over the previous financial year. The
major component of loans and advances represents advance lease deposits for
the stores paid to Lessors and advances given to suppliers.

Capital employed

The capital employed in the business increased by Rs.62,082.89 lacs

in 2005-06. This is reflected in the liabilities side of the balance sheet through
an increase in borrowings by Rs.31,517.81 lacs and an increase in
equity by Rs.30,656.08 lacs. Return on capital employed has been

reduced from 22.41% to 17.88% on account of significant

investment in subsidiaries and joint ventures and lease rental deposits given
for stores.

30
 CUSTOMER RELATIONSHIP
MANAGEMENT
Introduction
We have been hearing a lot about CRM aka Customer Relationship
Management in almost all we come across in our day to day life. Whether it
is Newspaper, Outdoor Hoardings or Mailers we receive from hundreds of
places etc. What exactly does this connote to a layman? The simple answer to
it is a way of differentiation between customers to provide greater value to
more valuable customers. The meaning of more valuable would be in terms
of the monetary spending received from the customer along with regency and
frequency of visit.

31
Every retailer today is aiming at an attempt to make a casual customer into a
loyal customer who develops a bond with the retail store he/she visits.
Customer relationship management as a transactional exchange helps the
marketer to understand the customer's sentiments and buying habits so that
the customer can be provided with products and services before he starts
demanding them.

This project throws light on the role of Customer Relationship Management

(CRM) in enhancing the Customer Lifetime Value (CLV). A successful and
effective CRM programme results in increase of Customers Lifetime Value
for the store. The importance of the tangible and the intangible offerings are
also discussed. A good CRM Strategy should focus on: Building dynamic
relationship with the customer, making CRM the key element to building
customer loyalty to a store brand and to build a significant competitive
advantage.

Role of CRM
Expectations of customer is increasing, he asks for more and more value for
the same price, and whoever provides him increasing value for money, he
buys products from that marketer. Every retailer today is aiming at an attempt
to make a casual customer into a loyal customer who develops a bond with
the retail store he/she visits.

The entire concept of CRM today has also evolved over a period of time.
Customer relationship management is ahead of the transactional exchange
and facilitates the marketer to understand the customer's sentiments and
buying habits so that the customer can be provided with products and services
before he starts demanding. This is possible through the integration of four
important components i.e. people, process, technology and data.

32
Today the term CRM has become a buzzword in the Indian Retail world.
There are a host of reasons which can be attributed to the changing consumer
paradigm and the role played by the organized retailers in making CRM a
happening phenomenon. Every retailer in India today is looking at some or
the other form of CRM or its prime constituent loyalty based programme.

In the retail milieu, where generating and retaining footfalls is the greatest
impediment to success, the challenge lies in constantly innovating methods of
attracting new customers and keeping there interests alive. Loyalty
programmers as part of CRM based activity are one of the ways of
overcoming this challenge.

Customer Relationship Management (CRM) to

Customer Lifetime Value (CLV)

The variety of activities together play an important role in bringing repeat

customers and in turn generating positive word of mouth to also increase new
footfalls into the store. This leads to the development of an enthusiastic set of
customers who can be approached to convey all new developments, events
and promotions. Data mining activities through CRM also provides insights
and knowledge about the retailers most valuable customers who result in
maximum sales. We also understand the Pareto's Principle which talks about
generating 80% of sales from 20% of the customers. This can only happen if
the retailer has the 20% as its most profitable customers and not just normal
customers. This completely depends upon the kind of business the retailer is
into and there is nothing sacrosanct about this understanding.

A successful and effective CRM programme results in increase of Customers

Lifetime Value for the store.

33
Examples:

Today these and similar kinds of programmer are being run all across India
by local as well as national retailers. Let's understand the kind of CRM
programme offered by the Pantaloons having a national presence to
lure its customers:

Pantaloons
Known as the Green Card it is divided hierarchically into one star, three star, five star and
seven star. Criteria for star generation are:

On Purchase of Rs.2500/-

1 Star Members
Gift Voucher worth Rs. 150 on
enrolment

On Purchase of Rs.7500/-

3 Star Members
5% discount on every purchase

34
 On Purchase of Rs.15000/-

5 Star Members
An exclusive 7.5% discount on
every purchase

On Purchase of Rs.40000/-

7 Star Members
A whopping 10% discount on every
purchase

Green Card is just like passport to a whole new world of exclusive benefits
and privileges.

Instant discounts* for every time you shop at Pantaloons.

Exclusive shopping days to get hold of latest merchandise.

Regular updates on collections and promos via catalogues, sms and
email.
Special invites to the most happening events.
Extended exchange periods and complimentary drops for alterations.
Exclusive billing counters and much more.

Categories valid for Green Card Discounts :

35
Apparel, perfumes & cosmetics, toys, Blue-sky, aLL, Depot, Planet Sports &
accessories. Valid on categories within Pantaloons only.
Also valid at standalone, Blue sky and aLL stores.

HOW GREEN CARD WORKS

Present the card for the swipe every time one makes a purchase at Pantaloons.

Membership & 12 month Purchase-based Upgrading System

Three Star Card –Upgrade to a 3 star status by shopping for Rs.

7500/- immediately preceding 12 months of current shopping date.

Five Star card - Upgrade to a 5 star status by shopping for Rs.

15000/- immediately preceding 12 months of current shopping date.

Seven Star card - Upgrade to a 7 star status by shopping for Rs.

40000/- immediately preceding 12 months of current shopping date.

12 month Purchase-based Upgrading System

Shop at Pantaloons and total purchase (including that day) in the previous 12
months totals to the criteria value of the next tier, you upgrade to the next
status.

Membership-Validity
1 Star card is valid for a period of 2 years from the date of enrolment.

3, 5 and 7 star cards are valid for a period of one year from the date of
upgrade.

36
Membership Renewal
Purchase worth Rs. 7500 within 2 years of card issue date and retain a
1 star status
Purchase worth Rs. 7500 within 1 year of card issue date and retain a
3 star status
Purchase worth Rs. 15000 within 1 year of card issue date and retain a
5 star status

Purchase worth Rs. 40000 within 1 year of card issue date and retain a 7 star
status

GREEN CARD BENEFIT

Green-Add-on-Cards

Green Card benefits can now be shared with members of Green card
members’ family. Family of Green card members also be entitled to direct
discount and other privileges that we have to offer. A 1 and 3 star member is
entitled to have 1 add-on card. However a 5 and 7 star member is entitled to
have 2 add-on cards.

Green-Days
Exclusive Green Card shopping day gives a preview of End Of Season Sale,
so that Green card members are first to get hold of the latest merchandise.

Green-Channel
Our special billing counter is open to all Green Card members during End of
Season sale. Now Green card members can avoid the rush at the regular
billing counter.

37
Green-Offers Promotions
These are exclusive shopping offers sent to Green card members on a regular
basis. Flash Green Card and claim the special offers and promotions. At
times, offers open to all customers are further enhanced for our esteemed
Green Card members.

Green-Service-Desk
For all queries, information and services, contact the Green Service Desk at
any Pantaloon Store.

Green-Exchange
Now Green card members can exchange their products within 60 days of
purchase. (90 days for Seven Star members)

Green-Drop
Busy schedule of Green card members may not permit them to collect their
alterations or purchases. Green card members can ask for the Green Drop
Service and purchases will be home-delivered to them. This service is
exclusively available to the 7 star members all round the year and also to the
5 star members except for end of season sale period.

Reserved Car Parking

Offering them space for car parking is like inviting people with arms wide
open. The reason for this is the increasing inconvenience customers face to
shop on weekends due to non-availability of parking when the stores are huge
crowd pullers.

38
Birthday and Anniversary Greetings

To make the Green card members feel special the stores send greetings and
special customized offers to Green card members.

Special movie shows

Green card members are sent passes of movie shows from time to time by
Pantaloon store.

OBJECTIVE OF THIS RESEARCH

The Advanced Learner’s dictionary of Current English lays down the meaning

of research as a “Careful investigation of inquiry specially

though search for new facts in any branch of knowledge”.

Find out the customer taste and preference.

To find out the customers’ satisfaction level from the Pantaloon store.
To find out the behaviour of customers towards the products, which are
promoted by celebrities.
To find out the ways, how to provide best services to customers.
To find out, what factors drive customers to other places, like Shoppers’
stop, Life style, Globus, Pyramid etc
To find out the customers’ brands satisfaction level.
To find out the schemes provided by others.
To find out the marketing strategy of Shoppers’ stop, Globus, Life style.

39
 To know the pre purchase behaviour of customers.

RESEARCH METHODOLOGY

R esearch methodology is to discover answer to question through the

Application of scientific procedures the main aim of research is to find out the
truth which is hidden and which has not been discovered as yet. Marketing
research is the careful analysis of a business situation by scientifically
analyzing it and using various statistical applications to the subject of study.

Research is the process of finding a solution with scientific tools and

techniques. Marketing research is a methodical and purposeful study
conducted to obtain solution for specific marketing problem.

As far as method is concerned, I preferred personal interview or face to face

meeting to ensure accurate information and encourage frank response to
questions. At the same time telephone or mail survey was not possible.

While framing the questionnaire, I tried to list a series of question, which

could elicit the needed information for proposed study. Questions, which were
of no particular value for the study objectives, were not included. I also tried
to keep in mind the respondents’ understanding capacity, ability to recall the
information and his experience limits. I didn’t include those

40
Questions in the questionnaire, which could have raised misconception and
promoted non-cooperation on their part.

However in the questionnaire I used simple words, which were easy to

understand, and beyond any doubt. In the same way ambiguous questions
were not included and questions were arranged in a logical order.

RESEARCH INSTRUMENT
The research instruments generally used to collect primary data are
questionnaires and mechanical instrument. Some of these are;

Questionnaire:-

Questionnaire are formal sets of questions, prepare to collect the require

information .this is one of the most effective and popular technique used in
survey. Questionnaire is a tool which provide right information.

Sampling:-

Proper sampling design is essential in marketing research so the sample has to

be collecting in such a way that it represents the entire population. My project
is based on consumer awareness so I am taking sample of those people who
shop regularly.

Sample unit:-

41
The portion of the population that researcher need to target and that represent
the entire population is known as a sample unit. So I am targeting the those
customers who shop regular and visit store regularly.

Sample size:-

The size of the sample is an important element in the research process so I am

taking the 100 people.

Collection of data:-

In dealing with customers it is often found that data, at hand are inadequate,
and hence it became necessary to collect data that are appropriate and
adequate. There are two way of collecting the appropriate data:-

1. By observation:

This method implies the collection of information by investigator’s own

observation, without interviewing the respondents’ .In survey many times I
observed that this customer is interested to fill up the questionnaire or is
really interested in the services, variety and brands provided by Pantaloons.

2. Personal interview:

I have also collected my data through Personal interview. I made a well

structured questionnaire and asked them their awareness about brands,
products.

Secondary data:

42
Secondary data is collected from the company internal and external resources.
While the internal resources include the company literature, sales report,
broachers, pamphlets etc. and the external sources could be included
magazines, newspaper etc.

Research type:-

My project based on consumer awareness so I am taking descriptive and

informative research. The main advantages of this research that I have no
control over the variable. I have done my survey in Pantaloons Store, Noida.

Sampling method:-

In my survey I have used deliberate sampling. This sampling method involves

purposive or deliberate selection of a particular unit of the universe. It can also
be known as convenience sampling.

43
 SWOT ANALYSIS OF PANTALOONS
Competitors
Pantaloons have wider range of have widest range of
products with better quality and the product.
price.
STRENGTHS WEAKNESSES
Long exchange process, which
Creativity in design and always waste the time of customers.
known for fresh fashion.
Lack of work force
Pantaloon has ability to supply
according to the demand of Communication Gap between
customers. employee and customers.

Pantaloon is very friendly to their Customers are not satisfied by the

business clients even small business schemes running in the store.
clients.
Store is not for the low middle class
It has ability to understand the needs customers because of high range of
of buyers. prices.

Good communication and There is no incentive program for

cooperation among staff members. employees, which can motivate
them to work hard.
Entertainment programs run in the
store to motivate the employees.

44
 OPPURTUNITY THREAT

More consumers’ preference for Pantaloon is facing strong

retail shopping, because of competition from Shoppers’ Stop
better quality and prices and Life Style.

Pantaloons provide better Pricing pressure.

services to their Green card
members. More variety of products range
offered by competitor.
More investments in
machineries, men and in
management to improve quality
standards.

Expansions in the product range

and value addition.

45
46
 WHICH TYPE OF CLOTHES YOU LIKE
MOST?

I have taken this question to know the taste of customers. There are three
options in this question i.e. Casual, Formal and Ethnic.

PREFERENCE OF CUSTOMER

13%

23%

64%

CASUAL FORMAL ETHNIC

I have taken the sample of 100 people, in which 64 people like to wear
casual, 23 people like to wear formal and 13 people like ethnic. By this, I got
that most of people like to purchase Casuals.

47
 ARE YOU SATISFIED WITH THE SERVICES
PROVIDED BY THE PANTALOONS?

I have taken this question to know the satisfaction level of the customer with
the services provided by the Pantaloons. In this question I tried to define the
satisfaction level through the point 1-10, where 1 stands for people who are
unsatisfied, 5 stands for neutral satisfaction level, where as 10 reflects for
highly satisfied person.

by the services In this question there are only 3 people out of 100, who are
not satisfied with the services provided by the Pantaloon, 32 people has the
low or neutral level of satisfaction where as 47 people has high level of
satisfaction and 18 people has highest level of satisfaction. By that, I come to
know that the level of satisfaction is very high.

48
 ARE YOU SATISFIED WITH THE BRAND
AVAILABLE IN THE STORE?

I have taken this question, to know the satisfaction level of customers with
the brands available in store. In this question I tried to define the satisfaction
level through the point 1-10, where 1 stands for people who are unsatisfied, 5
stands for neutral satisfaction level, where as 10 reflects for highly satisfied
person.

In this question there are only 4 people out of 100, who are not satisfied with
the brands available in the Pantaloon, 22 people has the low or

Neutral level of satisfaction where as 61 people has high level of satisfaction

and 13 people have highest level of satisfaction. By that, I come to know that
the level of satisfaction by the brands available is very high. The people who
are unsatisfied or with lower level of satisfaction wants more brands in the

49
store, like, Allen Solly, Black Berry, Code, Biba, Ritu Wears, Spykar in ladies
section and Code and Kappa in men section

ARE YOU SATISFIED WITH THE VARIETY

AVAILABLE IN EACH BRAND?

I have taken this question, to know the satisfaction level of customers with
the variety available in each brand. In this question I tried to define the
satisfaction level through the point 1-10, where 1 stands for people who are
unsatisfied, 5 stands for neutral satisfaction level, where as 10 reflects for
highly satisfied person.

In this question there are only 7 people out of 100, who are not satisfied with
the variety available in each brand, 28 people has the low or neutral level of
satisfaction where as 62 people has high level of satisfaction and 3 people has

50
highest level of satisfaction. By that, I come to know that the level of
satisfaction is high.

ARE YOU SATISFIED WITH THE PRICE?

I have taken this question to know the satisfaction level of customers with
prices of products. This question has two options YES/NO. In response of
this question I got that there are only 14% people are not satisfied with the
price and rest 86% are satisfied.

For any company it’s very important to satisfy their customer on price tag, to
convert 14% people into Yes category, store should include more variety in
each brand with low price.

WHICH SECTION YOU LIKE MOST IN

RESPECT OF QUALITY, VARIETY & PRICE?

51
I have taken this question to know the section which is preferred by most of
the customers in respect of prices, quality & variety. This question has four
options, Men, Women, Kids, General Merchandise.

In response of this question I got 42 people out of 100 prefer or like Women
section, 35 people like men section, 14 people like kids section and 9 people
like general merchandise. So the most preferred section by customers is
Women section.

HOW OFTEN DO YOU SHOP?

I have taken this question to know the shopping habit of the people, how
frequent they shop. This question has four options, Daily, Weekly, Monthly,
Biannually.

In response of this question I got 6 people out of 100 shops daily from the
stores, 29 people shop weekly, 58 people shop once in a month and 7 people

52
shop biannually. So by this question I got maximum number of people shop
once in a month.

FREQUENCY OF SHOPPING
58%

60
50 29%
40
NO. OF
30 7%
RESPONDENTS 6% Series1
20
10
0
Daily Weekly Monthly Biannually
FREQUENCY

ARE YOU SATISFIED WITH THE SCHEMES

RUNNING IN THE PANTALOONS?

I have taken this question to know the satisfaction level of customers by the
schemes running in the store. This question has two options, Yes/No.

In response of this question I got that there 30 people out of 100, who are not
satisfied with schemes running in the store, but ratio of satisfied people is
always high in Pantaloons. 70% people are generally satisfied with the
schemes running in the Pantaloon.

53
By this question I come to know that the schemes which run in pantaloons
outlet is quit effective and directly touch to customer.

GENERALLY, YOU SPEND IN SHOPPING AT

A TIME.

I have taken this question to know the lump-sum amount a customer can
spend at a time. This question has four options, 0-1000, 1000-5000, 5000-
10000, 10000+.

In response of this question I found there are 14 people who spend up to 1000
Rs at a time, 68 people spend up to 5000, 15 people spend up to 10000 and 3
people spend more than 10000 at a time.

54
Most of customer usually spends 1000 to 5000 which shows that Pantaloons
Retail easily attract to middle income group.

GENERALLY, YOU SPEND MORE FOR.

I have taken this question to know the customers’ preference in respect of

Cloth, Accessories, Jewellery and Cosmetic. This question has four options,
Cloth, Accessories, Jewellery and Cosmetic.

In response of this question, I got that 71 out of 100 prefer to buy clothes, 23
prefer accessories, 5 prefer jewellery and 8 prefer cosmetic. So the
conclusion from this question is that most people like buy apparels first then
accessories, jewellery and cosmetic.

55
So the company should also pay more attention on accessories, jewellery and
cosmetic. So that each section of the store become most preferred section by
the customers.

WHAT DRIVES YOU TO OTHER PLACES?

I have taken this question to know the reasons, which drives customers’ to
other places. This question has six options, Ambience, product, price,
service, quality, and any other.

56
In response of this question I got that 16% prefer other outlets because of
Ambience, 23% because of Product & variety, 22% because of Price, 12%
because of services, 20% because of Quality and 7% because of any other
reasons.

So company should focus on these areas. Pantaloon should increase its

product range because most number of customers go to other outlet because
of less product variety, it should also focus on services, quality and ambience.

BESIDE PANTALOONS WHICH OUTLET

YOU VISIT MORE?

I have taken this question to know that which outlet is preferred by customers
other than Pantaloons. This question has three options, Life Style, Shoppers’
Stop & Globus.

In response of this question I got 44 out of 100 prefer Shoppers’ Stop, 39

people prefer Life Style and 17 people prefer Globus.

57
It means Shopper’s Stop is the main competitor of Pantaloons. Pantaloons
should focus on the schemes running in the Shopper’s Stop.

WHAT THINGS YOU WOULD LIKE TO SEE IN

PANTALOONS SO THAT YOU CAN SHOP MORE
FROM HERE?

I have taken this question to know that what customers want to see in respect
of improvement. This question has four options, Quality, Discount, Variety,
and Brand. This question will help to know that, the customers’ view, what
they want to see in the Pantaloons, so that they shop more from Pantaloons.
NO. OF RESPONDENT

SOURCE FOR IMPROVEMENT

50
45 45
40
35
30
28
25
20
15 15
12
10
5
0
QUALITY DISCOUNT VARIETY BRAND
SOURCE

In response of this question I got that 45% people like cash discount and they
will shop more if they get discount, 28% people want to see more variety in
Pantaloons, 15% people want more brand and 12% people want better

58
quality. By this I come to know that mostly customers want Discount and
Vareity.

CONCLUSION
Pantaloons Retail India Ltd has strong goodwill in Retail Industry
in respect of quality.

Customers mostly prefer those outlets, which provide them better services,
price & product. Customers want improvement in Pantaloons in
respect of services, variety, and brands.

The customers generally prefer cash discount. There after they want more
variety and quality in the store.

Customers go to other places because of Ambience, product, price, so

Pantaloons should also do some work on these.

Customers are generally satisfied with the services provided by the

Pantaloons.

Customers are satisfied with the price and schemes running in the store.

59
There is misperception about Pantaloons store that the store has
generally high price products that is why middle class people do not easily
attract towards Pantaloons.

Communication through mail, e-mail and phone with royal customers

may strengthen the sale.

Customers mostly insist on a particular brand, which shows considerable

amount of brand awareness. They want more brands in Pantaloons.

RECOMMENDATION

Since Pantaloons store, Noida is situated in the last shop of

the mall and customers do not find it easily, so pantaloons
should arrange a big board or advertisement written where it is

60
 and also a more line i.e. ensure gift for kids, on the entrance of
the mall.

Since customers want more brands, so Pantaloons should

increase the number of brands in the store, i.e. Black

Berry, Allen Solly, Code , Kappa, Madame .

Since customers want more services from Pantaloons so

the Pantaloons should increase services in the store.

Pantaloons make easier their exchange process &

alteration process because its time taking, which irritate the
customer.

Pantaloons should also take some effective steps to change

the misperception about price factor of the outlet & the best step
is advertisement.

LIMITATION
The 5 Questions that are very common and arise during the Research.

?
W hom

61
here
hat
hy
hen

Every researcher will face all these words during the research. There are some
Limitations, which I have faced during the research.

Time constraints: There was limited time each day and lots of task to

be performed (i.e. to prepare various reports, to spend lot of the time in the
company & to increase my own knowledge and completion of the tasks
given by our faculty Guide as well as by our Company).
Lack of Knowledge: Some people have less knowledge about the

products and brands available in the store.

Time Consuming: Contacting each and every customer and wait for

them is very time consuming.

Response: Some time the customers are not responding to me because

sometime they told me that I am busy or I am getting late or next time I

will fill this questionnaire not now or some time they told we are not
interested. Some of them told me that the competitors, like, Shoppers’
Stop, Life Style and Globus are providing better schemes and services.

Limited Area: As I had covered limited area so finding respondents was also

limitation for me. This data has been gathered from a store so it can be changed
as the sample area change.

Market research may not provide exact solution for the problem

62
63
 BIBLIOGRAPHY

COMPANY WEB~SITE ( www.pantaloon .com )

COMPANY BROWSERS & Annual Repor

Kotler Philip, marketing Management

Kothari C.R., Research Methodology

64
 QUESTIONNAIRE
1. NAME:

2. AGE: GENDER: Male/Female

3. Are you a Green Card member?

Yes No

4. Which type of clothes you like most?

Casual Formal Ethnic

65
QUESTION NO. 5 TO 7 ARE DEFINING THE LEVEL OF SATISFACTION
(1- Unsatisfied; 5- Average; 10- Highly Satisfied)

5. Are you satisfied with the services provided by the Pantaloon

1 2 3 4 5 6 7 8 9 10

6. Are you satisfied with the brands available in the store.

1 2 3 4 5 6 7 8 9 10

7. Are you satisfied with the variety available in each brand

1 2 3 4 5 6 7 8 9 10

8. You like any specific brand , and which brand

9. Are you satisfied with the price?

Yes No

10. Which section you like most in respect of quality, variety and price.

Men Women Kids General merchandise

11. How often do you shop?

Daily Weekly Monthly Biannually

12. Are you satisfied with the schemes running in the Pantaloon?

Yes No

13. Generally you spend in shopping at a time.

0-1000 1000-5000 5000-10000 10000+

66
14. Generally you spend more for

Clothes Accessories Jewellery Cosmetic

15. What drives you to other places

Ambience Product Price Service

Quality Any Other

16. Beside Pantaloon, which outlet you visit most.

Life style Shoppers’ Stop Globus

17. What things you would like to see in Pantaloons, so that you can shop more
from here.

Quality Discount Variety Brand

=====

67
COMPANY MILESTONE

68
Major Milestones

1987 Company incorporated as Manz Wear Private Limited. Launch of

Pantaloons trouser, India’s 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 Pantaloons – India’s family store launched in Kolkata.

2002 Big Bazaar, ‘Is se sasta aur accha kahi nahin’ - India’s first
hypermarket chain launched.

2004 Food Bazaar, the supermarket chain is launched.

2005 Central – ‘Shop, Eat, Celebrate In The Heart Of Our City’ - India’s
first seamless mall is launched in Bangalore.
Fashion Station - the popular fashion chain is launched
2006 aLL – ‘a little larger’ - exclusive stores for plus-size
individuals is launched

Future Capital Holdings, the company’s financial arm launches real estate
2007 funds Kshitij and Horizon and private equity fund Indivision.
Plans forays into insurance and consumer credit.

Multiple retail formats including Collection i, Furniture

Bazaar, Shoe Factory, EZone, Depot and
futurebazaar.com are launched across the nation.

Group enters into joint venture agreements with ETAM Group and
Generali.

69
 Sector wise key players in organized retailing in India

Food & Grocery Non Food

Groceries Apparel
Arrow, Lee, Levi's
Benetton, Weekender,
Will Sport, Mark's &
Spencer, Mango,
Food world Provogue, etc.

Nilgiris Books &

Subhiksha Music,
Food Bazaar Stationery
Crossword, Planet M,
Archives, Music World

Electronics
Restaurants & Fast
Viveks, Vijay Sales, VGP
Foods
Department
al Stores
Shopper's Stop, Westside,
McDonald's Globus, Pyramid, etc.

Pizza Hut Furnishings

Domino's
Zeba, Yamini, Fabindia
Barista
Beauty

70
 Lakme, Shahnaz Herbals

Jewellery
Tanishq, Gili, Oyzterbay,
Intergold

Watches
Coffee Day Titan, HMT, Omega,
Fossil, etc.

Hypermarke
ts
Big Bazaar, Giants, Sabka
Bazaar

71
 ORGANIZED VS TRADITIONAL
RETAILING

 Organized retailing in India is only two per cent which is very poor compared to other South
Asian Countries.

Organized Retailing Traditional Retailing

Malaysia 50% 50%
Thailand 40% 60%
Philippines 35% 65%
Indonesia 25% 75%
South Korea 15% 85%
China 20% 80%
India 2% 98%

72
73