Executive Summary: To Know The Awareness of The Customers Towards Vishal Mega Mart

TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL
MEGA MART.
EXECUTIVE SUMMARY
It is very important for any company to know how the customers perceive their products
and services. It is customer’s perception which influences the products and services
offered by the organization. If the organizations make an attempt to find the customers
perception then, depending upon the feed back received, if required, it can alter its
product/s accordingly. In today’s competitive scenario understanding the customer’s
perception has been receiving increasingly importance and it has became one of the most
important tasks for the successful organizations.
To be a successful marketer it is necessary to recognise the changing needs of the
customers and always be adaptive to tailor the product/s and/or services to satisfy
customers need more effectively and efficiently than the competitors to achieve highest
customers satisfaction ranking.
.Different customers have different experiences and perceptions towards the brand,
understanding these differences and rendering what the customers need is very vital for
the survival and the growth of the organization.
In this study an attempt is made to understand the customer perceptions so that the
company can improve upon the areas where the customers do not have good perceptions
by way of adopting various promotional tools.
Ascertaining customer’s perception becomes very complicated. Lot of complications are
involved in ascertaining the perception. It is very difficult to understand how the
customers perceive. So understanding the customer’s perception helps to the company to
improve itself in many areas.
Babasabpatilfreepptmba.com 1
MEGA MART.
COMPANY PROFILE
Vishal retail Ltd is the largest market retail chain in India with more than 175 stores in
24 states & 104 citiesacross India.Retailing, in commerce, consists of buying goods or
products in large quantities from manufacturers or importers, either directly or through a
wholesaler, & then selling individual items or small quantities to the general public or
end user customers, usually in a shop, also called stores. Retailers are at the end of supply
chain that link manufacturers, wholesalers, other suppliers and the final consumers.
Marketers see retailing as a part of their overall distribution strategy. Manufactured goods
are worthless until they pass through acid test of retail distribution
. The Vishal brand is known for great modern style for men,
women and children. Vishal offers high level fashion styling. Since 1986, our name has
been synonymous with quality, value and fashion integrity. We offer an unparalleled
collection of clothes for the entire family. Each garment is hand selected for quality and
contemporary styling. Vishal manufactures majority of its own garments and out sources
some under its direct quality supervision. This enables us to offer the lowest possible and
most reasonable price.
Vishal Mega Mart stores offer affordable family fashion at prices to suit every pocket.
The outlet retails Garments, Footwear, Home Furnishing, Household, Food & Non-Food
Products, Ladies Accessories, Lifestyle, Hardware, Car Accessories, Techno
& Electricals, Utensils, Sports & Fitness, Stationery, Toys & Games, Travel Accessories,
Furniture, Sanitary Ware, Crockery, Consumer Durables, FMCG, etc. in almost all price
ranges.
What started as a humble one store enterprise in 1986 in Kolkata (erstwhile, Calcutta) is
today a conglomerate encompassing 183 showrooms in 24 states / 110 cities .India’s first
hyper-market has also been opened for the Indian consumer by Vishal. Situated in the
national capital Delhi this store boasts of the single largest collection of goods and
commodities sold under one roof in India.
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Vishal is one of fastest growing retailing groups in India. Its outlets cater to almost all
price ranges. The showrooms have over 70,000 products range which fulfills all your
household needs, and can be catered to under one roof. It is covering about 29, 90, 146
ssq. ft. in 24 states across India. Each store gives you international quality goods and
prices hard to match. The cost benefits that is derived from the large central purchase of
goods and services is passed on to the consumer
.
Vishal mart has been fortunate in having very eminent and honest men of vision and
great talent as Board of Directors and Executives. The ever increasing profit figures of
the Vishal depict the efficiency of the management. Discount and several other
developments in and around the organized retail trade (the 3% of the total retail trade)
indicate the changing dynamics of the sector and the way the business will take shape in
the years to come. For Ram Chandra Agarwal, MD, Vishal Mega mart, the discount war
is just a component of the overall evolution process initiated by retailers. “We are
concentrating on buying in volumes through cash purchase which give us an edge.
Ultimately, the convenience, value and variety given to customers will make a
difference,” he says. Be it managing a supply chain, grappling with hundreds of suppliers
or handling store inventory — the modern retail industry is a big affair. Then follow other
aspects like positioning of the brand with apt pricing, packaging and retail experience,
understanding the customers, dealing with partners such as
suppliers, mall developers and franchisees. However, the biggest challenge is saving
bucks either through margins or rentals, so that there is profit even after the discounts.
Though it reads as a complete win-win situation, it is surely a tough target to be achieved.
“Though organized retail is at its nascent stage, once the brands are established, the
FMCGs will have to deliver to their expectations. Moreover, if these FMCGs buckle up
with retailers, the country will see a slew of private labels coming in,” says Sahni. He
adds, “These private labels will gradually end up carving a niche for themselves even in
the unexplored territories, including rural India.
Minimal advertising or promotional costs will further increase the margins.” The
Retailer’s Association of India (RAI), an association of retailers like Pantaloons,
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Piramyd, Shoppers’ Stop, Subhiksha Trading, Food World Supermarkets, Hypercity

Retail, Reliance Petro Marketing, etc, has now asked all Indian FMCG companies to
follow a July 1 deadline for barcoding their products. At present about 25% of Indian
companies do not carry barcodes on their products. Industry experts insist that barcoding
is just one of the upgrades that Indian FMCG companies need to do to cater to the
demands of an organized retail scenario.
SBI Card on Monday launched a co-branded card in association with leading retail chain
Vishal Mega Mart to tap the booming organized retail market that is pegged to hit Rs
1,09,000 crore (Rs 1090 billion) by 2010.
"SBI Vishal Mega Mart Card is one of the best co-branded credit card that offers reward
points and other benefits to frequent shoppers and will be free for those who spend above
Rs 7,500 per annum," Roopam Asthana, CEO, SBI Card said in New Delhi.
Asthana said the card would be free of cost for the first year, but would charge Rs 700
per annum if purchase on the card was less than Rs 7,500.
Other SBI cardholders could also flip their card for SBI Vishal Mega Mart card and use it
like any other credit card.
"By partnering with SBI Card, we are not just offering customers a convenient payment
mechanism but a unique consumer loyalty programme that rewards them every time they
shop," Ram Chandra Agarwal, MD, Vishal Retail said.
Some of the features of the co-branded card include Rs 250 discount voucher on signing
up for the card and a set up by which the card holder earns five reward points on every Rs
100 spent that could go up to eight points on spends above Rs 7,500 and the points are
redeemed at any Vishal Mega Mart store.
Other offers in the credit card are no transaction fee on fuel purchase at select IOC and
IBP petrol pumps and balance transfer facility without any interest for 75 days and
complementary personal accident insurance.
Vishal Mega mart retails a large variety of household, FMCG and consumer durable
goods at bargain prices at its 24 self-owned stores, which are likely to increase to 50 by
the end of 2006.
MEGA MART.
PROFILE
NAME OF THE ORGANISATION VISHAL RETAIL LIMITED
REGISTRED & HEAD OFFICE PLOT NO 332,NEAR TELCO WORK

BEHIND SHOKEEN FARM LANDS,
RANGPURI DELHI,---- 110037
COMPANY INCORPORATED: IN I986
COMPANY LOCATION CALCUTTA
AREA 25000 Sq
FOUNDERS UMA AGARWAL,
PRODUCTS Consumer Products,Industrial

Products,
Shoping Products, convienance
Products
Industry : Retail Industry
Competitors Big Bazar, Shopers shop,
Technology : SAP,TALLY,
Products available a Vishal mega mart:

Apparel and Accessories for Men, Women and Children, Sarees, Linens,
Baby Accessories,
Cosmetics,
Crockery,
Dress Materials Suiting & Shirting,
Electrical Accessories, Electronics,
Footwear,
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Toys,
Home Textiles, Home Needs, Home Decor,
Household Appliances, Household Plastics, Utensils & Utilities
FUNCTIONAL DEPARTMENTS
The store operations are divided into various operations which are carried out by the
respective functional departments.
ADMINISTRATION DEPARTMENT
Admin department is divided into following sections:
1. Security services:The security personnel are under contract basis. They are
security staff working for vishal Retail India Ltd. The complete store security and
movement tracking are under their control.
2. House Keeping: Their main duty is to look after the cleanliness and overall
hygiene of the store. The admin manager creates checklists for the cleaning
schedules and the team members work in accordance to those checklists.
Checklists include cleaning the floor, lifts, escalators, staircase, window panes,
various shelves and display racks, AC ducts, Glass walls, trolleys, baskets,
parking areas etc.
3. Packers: Proper packing of the sold goods is required before handing it over to the
customer. Helpers to the cashiers are appointed to do this job. Packing the food
items, items to be handled with care and other items all separately is their job.
4. Loaders: Few people are appointed to load and unload merchandise from trucks
and cautiously transfer them to the desired location in the store.
5. Standard operation and procedures: In this section various registers are

maintained-
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A]Key movement register- The various store keys are maintained by different
staff members. These people have to make entries in their register regarding
the keys they carry.
B]Staff Value declaration register- Every staff member while entering the
store has to declare the amount of cash with him/her. This is done to minimize
thefts within the store.
C]Customer Footfall Report: This register is updated every hour. The total
number of customers that entered the store in that hour are counted and noted
down in this register.
D]Staff Purchase Register- Entries are made in this register regarding the
purchases made by the staff members in the store.
6]Staff Grooming Register- Entries regarding the appearance, personal

hygiene, presenting self and dress code of the team members is made. A long
checklist regarding staff grooming is referred to make these entries.
MAINTENANCE AND FACILITIES DEPARTMENT
The functions of this department are-
1) To check the functioning of various items like Escalators, AC’s, Frozen section,
Lighting equipments etc.
In case of their malfunctioning, repairs have to be carried out as soon as possible
to ensure proper store operation.
2) To check and note the opening and closing electricity meter readings and prepare
a monthly statement.
3) Ensure safe and consistent power supply at the store.
7) I.T. DEPARTMENT
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The software used on Retail Enterprise Manager(REM). In this all the information
concerning the product like, name, category barcode number, MRP, discount rate, net
price etc are stored.
Day opening and day closing are the important activities in REM, where REM will allow
the users to start transactions for the day and freeze all document transactions made for
the day respectively. All the incremental stock balances will be loaded into REM at the
day opening activity. The sales and collection data will be posted to the staging server for
the Sap at the day closing activity.
DEPARTMENT STORES
Vishal mart operates in a four floored building and the 2 floors are divided into various
sections called Department Stores.
The various department stores are:
1. Food Store
2. Wellness,
3. Customer Service Desk,
4. Plastics - Utensils - Crockery Department,
5. General Merchandise,
6. Mobile Store
7. Apparels,
8. New Business Development,
9. Electronic Store
10.Furniture Store
. CUSTOMER SERVICE DESK(CSD)
Customer service means meeting or exceeding the customer’s expectations and needs.
Customer Service is not a one time activity, it should reflect in each and every activity.
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Be it the facilities, layout of the store, communication and interaction or the company
policies, all affect the customer service.
CSD has been formed to take care of customer needs and problems. CSD also provides
various services like -
1. Alterations with respect to apparels
2. Exchanges of merchandise
3. Gift wrappings
4. Baggage counters for safe deposit of customer baggage.
5. Share with us - Customer feed back
6. In-store communication- transferring telephone calls
7. Free gifts
8. Sale of gift vouchers
9. Home delivery for food Store
10. Home delivery for electronics and furniture
PRODUCT CLASSIFICATIONS
Products and services fall into two broad classes based on the type of customers that use
them:
1. Consumer products
2. Industrial products
1. Consumer products : Consumer products are products and services bought by final
consumers for personal consumption: Marketers usually classify these products and
services further based on how consumers go about buying them. Consumer products
include convenience products, shopping products, speciality products, and unsought
products. These products differ in the ways consumers buy them and therefore in how
they are marketed.
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Convenience Products : are consumer products and services that the customer usually
buys frequently, immediately, and with a minimum of comparison and buying effort.
Examples include soap, candy, newspapers, and fast food. Convenience products are
usually low priced, and marketers place them in many locations to make them readily
available when customers need them.
Shopping Products: are less-frequently-purchased consumer products and services that

customers compare carefully on suitability, quality, price, and style. When buying
shopping products and services consumers spend much time and effort in gathering
information and making comparisons, Examples include furniture, clothing, used cars,
major appliances, and hotel and airline services, shopping products marketers usually
distribute their products through fewer outlets but provide deeper sales support to help
customers in their comparison efforts.
Speciality Products : are consumer products and services with unique characteristics or
brand identification for which a significant group of buyers is willing to make a special
purchase effort, Example include specific brands and types of cars, high priced
photographic equipment, designer clothes, and services of medical or legal specialists. A
Lamborghini automobile, for example, is a specialty products because buyers are usually
willing to travel great distances to buy one. Buyers normally do not compare specially
products. They invest only the time needed to reach dealer's carrying the wanted
products.
2. Industrial Products: Industrial products are those purchased for further processing or
for use in conducting a business. Thus, the distinction between a consumer product and
an industrial product is based on the purpose for which the product is bought. If the same
consumer buys the same lawn mower for use in a landscaping business, the lawn mower
is an industrial product.
The three groups of industrial products and services include
Materials and parts,

Capital items, and
Supplies and services,
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Material consist of farm products (wheat, cotton, livestock, fruits,

vegetable) etc., and natural products (fish, lumber, crude petroleum, iron ore).
Manufactured materials and parts consist of component materials (iron, yarn, cement,
wires) and component parts small motors, tires, castings.
Marketing strategies for various products:
1. Convenience Products:
Price: convenience products are usually low priced goods.
Distribution/Place: the distribution is widespread and the products are made to be
available easily. Convenient locations are also very essential. Promotion: the promotion
activities are usually mass promotion by the producer.
Examples: toothpaste, magazines.
2. Shopping Products:
Price: shopping products are usually high priced goods. Distribution/Place: the
distribution is selective and there are fewer outlets.
Promotion: the promotion activities are usually advertising and personal selling by both
producer and resellers. Examples: televisions, furniture.
3. Speciality Products:
Price: speciality products are usually high priced goods.
Distribution/Place: the distribution is exclusive and there are fewer outlets per market
area.
Promotion: the promotion activities are more carefully targeted these activities are
carried on by both producer and resellers.
Examples: Rolex watches, fine crystal.
CONSUMER BEHAVIOUR TOWARDS VARIOUS PRODUCTS
1. Convenience Products:
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These products are frequently purchased by the consumer as they are required for daily
use. There is very little planning involved and there are very little comparisons between
similar or subsidiary products. The shopping efforts are also very low and the customer
does not involve himself while shopping.
2. Shopping Products:
These products are purchased less frequently as they are usually durables. There is a lot
of planning involved while shopping and shopping efforts are also high. There is a lot of
comparison between brands, price, quality, style etc. and the consumer may postpone the
purchase to get a better product.
3. Speciality Products:
These products have strong brand preference and brand loyalty. There are special
shopping efforts made by the customer to get these products. There is low comparison of
brands and there is low price sensitivity.
DEPARTMENT STORES
Vishal mega mart operates in a building and the are divided into various sections called
Department Stores.
The various department stores are:
1. Food Mart
2. Plastics - Unsils - Crockery Department,
3. Mobile Mart
4. Apparel
5. Electronic Mart
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6.Furniture Mart
I. FOOD Mart Flagged off in April 2002, Food Mart is a chain of large supermarkets
with a o difference, where the best of western and Indian values have been put together to
ensure o the satisfaction of the customers while shopping. Food mart’s concept is to
create and blend a typical Indian mart and international supermarket atmosphere with the
objective of giving the customer all the advantage of Quality, Range and Price associated
with the large format stores and also the comfort to See-Touch and Feel the products. The
western values of convenience, cleanliness and hygiene are offered through pre-packed
commodities and the Indian values of See-Touch and Feel are offered through the bazaar
like atmosphere created by displaying staples out in open. All product are economical and
at affordable prices without any compromise on quality.
Food mart mainly deals with three categories of products: Food, Non Food & Staples.
The sub categories are described below:
FOOD
Ready to eat Snacks
Ready to fry Health Drinks
Pickles Noodles & Vermicelli
NON-FOOD
This section has two divisions: Personal Care and Home Needs.
Personal care Home Needs
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• Shaving Needs 1.Toilet cleaners
• Sanitary 2.Detergent
• Oral care 3.Liquid Soaps
• Soaps 4.Insect Killers
• Skin care
• Shampoo
STAPLES
• Cereals
• Rice
• Spices
• Masalas
• Flavors
The contribution of Food Store to the total business is 30%.
The Food mart employees are highly productive. They strive hard to give the customers
the best of services. They boost the sales through their conduct. They are well
groomed. .Food mart attracts masses as well as the classes. It is purely a self service
store.
The store layout is convenient and keeps good walk able spaces even in rush ( situations.
The products are neatly displayed using shelves, fin wired shelves, crags etc. Signatures
are used for providing information of the products.
Vendors visit Food Mart for taking orders of the merchandise. The products that are
required are identified by food Bazaar category team and based on this requirement
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Purchase Order is issued. The material is then issued by the Vendor in accordance to the
purchase order.
While in warding care needs to be taken to check that material in warded are in
accordance to the purchase order. Quality check of the in warded material is also
important at this point.
Note . Food MART does not deal with the merchandise of eggs, milk and curd.
2. APPARELS
Apparels Section is divided into four categories: Men’s, Ladies, Kids and Home linen.
MEN’S LADIES
Formals Western
Casuals Sarees
Ethnics Dress materials
Accessories Accessories
Nightwear Nightwear
Denim & T-shirts Tops
KIDS HOMELINEN
Boys Bed Sheets
Girls Bed covers
Mix N Match Blankets
Infants Pillows
Accessories Pillow Covers
Diapers Razai
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The total contribution of apparels is around 32% out of which ladies is around 6.5%, Kids
is 4.5% , Home is 6% and Men’s is 12%.
Situated on the second floor, Apparels department has a wide variety of clothing in all its
sections. The layout of the store is quite spacious and comfortable for shopping.
Mannequins are placed at promotion areas. Water fall bins, 4 arm, 6 arm derads, shelves,
step tables and gap tables are conveniently used to display the products. Signage’s are
placed at proper places for customer convenience. Apparels are placed pattern wise and
not practicing color or size blocking techniques which would be recommended.Large
number of accessories are available in all sections which include diapers, caps, belts,
scarf, wallets etc.
3. GENERAL MERCHANDISE
The main sections falling under General Merchandise are:
1. Luggage,
2. Foot wear,
3. Toys and
4. Sports.
Toys section includes soft toys, dolls, cars, battery based and key based toys, board
games, infant toys, puzzles, educational toys and many more. Remote control cars and
teddy bears are the fast moving items in this section.
Luggage section deals with variety of suitcases, bags, purses, briefcases, travel
accessories, wallets etc. There are a wide range of products in this section. Branded and
non branded both items have been kept for display.
Footwear section is again divided into sections - Ladies, Mens, and Kids. Each section
has variety of shoes both formal & sports, slippers, sandals, bathroom slippers etc.
Accessories like shoe polish, socks, laces are all available in this section.
General Merchandise contributes to around 12% of the total sales.
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4. ELECTRONICS MART
Electronics is an ever evolving field and hence is a fast moving market. New products
keep cropping in and so are the old products out dated. New technology and hence new
features continue to flow in, forcing the past technology to mark down. Thus it is
extremely necessary for the store keepers to keep their goods fast moving before they get
out dated.
This section in Vishal mega mart is sub divided into following sections:
• Cool and Clean -
A/Cs, Refrigerators, Water purifiers.
-Sight And Sound -
TV, Home Theatre, Stereos.
• My Things –
Digital Cameras, Camcorders, MP3, MP4 players, Laptops.
-Small Appliances -
Fans, Irons, Mixers
Services provided –
1. Home Delivery - Any purchases above Rs.5000 is be provided free home delivery
service. If demanded products are not available in the showroom, then collects the said
product from warehouse and delivers it within 2 days.
2. After Sales Service - This service is provided by the manufacturers. Heavy products
like washing machines, refrigerators, also known as white goods are repaired at
customers residence.
4. MOBILE STORE
Mobile bazaar has following sub-sections -
1. Hand Sets
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2. Connections
3. Accessories
4. Recharge
Mobile mart has good collection of different variety of mobiles like Nokia, Fly, Sony
Ericsson, Samsung, Motorola. They do not provide any after sales service. Customers
have to contact the respective mobile company service centers for getting service.
Mobiles are high end products and special care has to be taken for their security. Daily
sales check list is prepared and stocks are verified at the store opening and closing times.
Mobiles are kept in drawers which are locked and sealed at store closing times. The seal
has to be duly signed by the concerned department Manager. Seal is checked before
opening at the time of store opening.
Total contribution of Mobile mart to the total sales is around 6%.
5. FURNITURE MART
This section includes variety of furniture - sofas, centre tables, dining sets, show cases,
study tables, computer tables, beds, beddings, side tables, TV units, utility shelves and
accessories. There are a large number of products which are displayed but not all of them.
There are catalogs to view all the available range of products. One year warranty is
offered with all the furniture items.
The team members in this section include a few fitters. Free Home delivery is offered
similar to electronics bazaar. Fitters are sent at the time of home delivery for fitting the
furniture items at customers residence.
At the time of booking a furniture item, the stock list is checked to find out if the stock
for that particular item is present in the ware house. If the item is out of stock, no order is
taken and the customer is asked if he could wait for more days.
At the time of booking, the customers have to settle full cash payment of the item they
book. The Chelan form is then filled for the product details, customer address, booking
date and delivery date. These details are mailed to category team who in turn sends the
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stock transfer number to the store. On the day of delivery, item is collected from the ware
house and sent to the customer address accompanied by the fitter, if needed.
Limitations: Most of the customers ask for the home delivery on holidays.
INDUSTRY PROFILE
Retailing, in commerce, consists of buying goods or products in large quantities from
manufacturers or importers, either directly or through a wholesaler, & then selling
individual items or small quantities to the general public or end user customers, usually in
a shop, also called stores. Retailers are at the end of supply chain that link manufacturers,
wholesalers, other suppliers and the final consumers. Marketers see retailing as a part of
their overall distribution strategy. Manufactured goods are worthless until they pass
through acid test of retail distribution.
Distribution Channel
Manufacturer--Wholesaler—Retailer—Final--Consumers
Over the years, the concept of “retail” has undergone a complete makeover owing to a
number of factors like increased income, affordable prices of merchandises, lucrative
financial packages, growing openness and organized retail.
The goal of retail shop should, by large, be-
1. To serve the community

2. To provide employment opportunities
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3. To make reasonable profits
Retailer is a person closest to the customer, that enables him to know the preferences of
customers and feedback of the product or services that he offers. The success of retailer
depends much on his ability to meet the real needs of consumers. The retail store has an
obligation to its employees. They have to be motivated and contended. Profit is important
consideration in the management and operation of the store. High taxes, keen competition
and increased cost of sales all have an unfavorable effect on the retailers. Efficient stock
control, wise merchandise investment, cut in unwanted expenses and general expense
control, personalized services to consumers, adoption of modern principles of business
management, liberal use of electronic computers and new communication tools, are some
of the progressive measures by means of which retailers can ensure reasonable profit
margin.
Retailing includes all the activities involved in selling product or services directly to final
consumers for their personal, non-business use. Many institution- manufacturers,
wholesalers and retailers- do retailing. But most retailing is done by retailers: businesses
whose sales come primarily from retailing.
Although most retailing is done in retail stores, in recent years non-store retailing
has been growing much faster than has store retailing. Non-store retailing includes selling
to final consumers through direct mail, catalogs, telephone, the internet, T.V home
shopping shows, home and office parties, door to door contact, vending machines and
other direct selling approaches.
Big retail chains are founded with the objective of providing comprehensive range
of product and services to consumers at low prices. Compared to other centers, hyper
markets do offer around the year products and services at low price and they are also
know, for this reason, as discount chain. In addition of the general trait of low price,
hyper markets also observe discount polices, which, in turn, result in making them the
most popular centres among consumers.
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Retailing includes all the activities involved in selling goods or services directly to final
consumers for personal, non-business use. A retailer or retail store is any business
enterprise whose sales volume comes primarily from retailing. Any organization selling
to the final- whether it is manufacturer, wholesaler, or retailer- is doing retailing. It does
not matter how the goods or services are sold (by person, mail, telephone, vending
machine, or internet) or where they are sold (in the store, on the street, or in consumer's
home).
Retailing is a trading activity directly activity directly related to the sale of goods of
services to the ultimate consumer for personal, non-business use. A retailer is the last
middleman in the machinery of distribution and he is responsible to satisfy recurrent
wants of consumers, Retail trade is selling of varied goods in small quantities to the final
consumer. There are three distinguishing feature of retail trade. The retailer deals in small
quantities and his business is usually local in character. Secondly retail trade always
shows tendency towards variety as it has to satisfy innumerable wants of consumers. A
specialized retail shop is an exception. Thirdly a retailer, by predating near about the
residential areas of consumer, sells his wares directly to consumers. Manufactured goods
are worthless until they pass acid-test of retail distributions. The retailer alone can offer
safe and reliable goods to consumers.
Levels of Service:
The wheel-of-retailing hypothesis explains one reason that new store types emerge.
Conventional retail stores typically increase their services and raise their prices to cover
the costs. These higher costs provide an opportunity for new store forms to offer lower
prices and less service. New store types meet widely different consumer preferences for
service levels and specific services.
Retailers can position themselves as offering one of four levels of service:

1. Self-service: Self-service is the cornerstone of all discount operations, Many
customers are willing to carry out their own locale-compare -select process to save
money.
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2. Self -selection: Customers find their own goods, although they can ask for assistance.
3. Limited service: These retailers carry more shopping goods, and customers need more
information and assistance. The stores also offer services (such as credit and
merchandise-return privileges).
4. Full services: Salespeople are ready to assist in every phase of the locate-compare-
select process. Customers who like to be waited on prefer this type of store. The high
staffing cost, along with the higher proportion of specialty goods and slower-moving
items and the many service, results in high-cost retailing.
Trends in Retailing
1. New retail forms and combinations, some supermarkets include bank branches,
Bookstores feature coffee shops. Gas stations include food stores.
2. Growth of intertype competition, different types of stores-discount stores, catalogue
showrooms, department stores-all compete for the same consumers by carrying the
same type of merchandise.
3. Growth of giant retailers. Through their superior information systems, logistical
systems, and buying power, giant retailers are able to deliver good service and
immense volumes of product at appealing prices to masses of consumers. They are
crowding out smaller manufacturers who cannot deliver enough.
4. Growing investment in technology Retailers are suing computers to produce better
forecasts, control inventory costs, order electronically from suppliers, send e-mail
between stores, and even sell to customers within stores. They are adopting checkout
scanning system" electronic funds transfer; electronic data interchange" in store
television, store traffic radar systems," and improved merchandise-handling systems.
5. Global presence of major retailers. Retailers with unique format and strong brand
positioning are increasingly appearing in other countries Us retailers such as Me
Donald's has become globally prominent, Wal-Mart operates over 700 stores (outside
USA)
MEGA MART.
6. Selling an experience, not just goods Retailers are now adding him and community in
order to compete with other stores and online retailers. There has been a rise in
establishments that provide a place for people to congregate, such as coffee houses,
tea shops, juice bars, book-shops, etc.
INDIAN SCENARIO
Indian retail industry has the potential to grow to Rs 35,000 crore in three years.
Defining a new consumer culture, retailing beats everything else hollow. Though still at a
nascent stage, the rate at which retail outlets are mushrooming could give an amoeba a
complex. From supermarkets and hypermarkets to department stores and convenience
stores and one-stop shops, a retailing wave is currently on in the country. And from food
to music and apparel to tea and coffee bars, companies of all hues are indulging in retail
speak.
Organized retailing has grown three-fold from Rs 5,000 crore in 2000 to Rs
15,000 crore today, with a potential to expand to Rs 35,000 crore in 2005.
The Indian consumer initially accepted everything that was offered to them but
from the nineties the trend changed and the market became more consumers driven.
Consumers became more specific about what they wanted and did not pick up anything
and everything that was given to them. In shot they became very choosy and needed
alternatives to choose from. These in turn made the Indian consumers more
knowledgeable about the products and facilities and they have now become tough critics,
savvy, purchasers, value driven spenders and practical thinkers when it comes to
shopping. The demand for their time at work and home has made the consumers
extremely selective about how they would spend their limited time on shopping.
The rate of growth in India has gradually picked up in the last two decades.
Growth prospects apart, India's very size acts as the fourth largest economy in the world.
It is also the second most populous nation in the world. This clearly indicates that within
the broad picture of a developing nation, there are segments to represent big enough to
represent large markets for organized retail. Due to the increasing demand of consumers
for variety and convenience under one single roof and the concept of shopping malls
MEGA MART.
started taking shape in India. Though the concept of shopping malls came from the west,
when it was introduced in India is was according to Indian taste and preferences.
Shopper's stop was the first Shopping mall to start in India. It was promoted by
Mr.K.Raheja , a prominent Mumbai-based builder, opened the first outlet in Andheri,
Mumbai in 1991, initially it underwent a fair share of growing pains but slowly it caught
on and has now been very well excepted by the masses.
In India there are a number of large towns and the population in these towns is also very
high. This acts as a very important factor to attract the large retailers in venturing into
these towns. In the ascending traffic congestion levels, the net result is over crowded
towns and parking hassles, One-stop shops have become the places of choice in such a
scenario.
The India Retail Industry is the largest among all the industries, accounting for over 10
per cent of the countryï¿½s GDP and around 8 per cent of the employment. The Retail
Industry in India has come forth as one of the most dynamic and fast paced industries
with several players entering the market. But all of them have not yet tasted success
because of the heavy initial investments that are required to break even with other
companies and compete with them. The India Retail Industry is gradually inching its way
towards becoming the next boom industry.
The total concept and idea of shopping has undergone an attention drawing change in
terms of format and consumer buying behavior, ushering in a revolution in shopping in
India. Modern retailing has entered into the Retail market in India as is observed in the
form of bustling shopping centers, multi-storied malls and the huge complexes that offer
shopping, entertainment and food all under one roof.
A large young working population with median age of 24 years, nuclear families in urban
areas, along with increasing workingwomen population and emerging opportunities in the
services sector are going to be the key factors in the growth of the organized Retail sector
in India. The growth pattern in organized retailing and in the consumption made by the
Indian population will follow a rising graph helping the newer businessmen to enter the
India Retail Industry.
MEGA MART.
In India the vast middle class and its almost untapped retail industry are the key attractive
forces for global retail giants wanting to enter into newer markets, which in turn will help
the India Retail Industry to grow faster. Indian retail is expected to grow 25 per cent
annually. Modern retail in India could be worth US$ 175-200 billion by 2016. The Food
Retail Industry in India dominates the shopping basket. The Mobile phone Retail Industry
in India is already a US$ 16.7 billion business, growing at over 20 per cent per year. The
future of the India Retail Industry looks promising with the growing of the market, with
the government policies becoming more favorable and the emerging technologies
facilitating operations.
THE INDIAN RETAIL SCENE
India is the country having the most unorganized retail market. Traditionally it is a
familyï¿½s livelihood, with their shop in the front and house at the back, while they run
the retail business. More than 99% retailerï¿½s function in less than 500 square feet of
shopping space. Global retail consultants KSA Technopak have estimated that
organized retailing in India is expected to touch Rs 35,000 crore in the year 2005-06.
The Indian retail sector is estimated at around Rs 900,000 crore, of which the organized
sector accounts for a mere 2 per cent indicating a huge potential market opportunity that
is lying in the waiting for the consumer-savvy organized retailer.
Purchasing power of Indian urban consumer is growing and branded merchandise in

categories like Apparels, Cosmetics, Shoes, Watches, Beverages, Food and even
Jewellery, are slowly becoming lifestyle products that are widely accepted by the urban
Indian consumer. Indian retailers need to advantage of this growth and aiming to grow,
diversify and introduce new formats have to pay more attention to the brand building
process. The emphasis here is on retail as a brand rather than retailers selling brands.
MEGA MART.
The focus should be on branding the retail business itself. In their preparation to face
fierce competitive pressure, Indian retailers must come to recognize the value of
building their own stores as brands to reinforce their marketing positioning, to
communicate quality as well as value for money. Sustainable competitive advantage
will be dependent on translating core values combining products, image and reputation
into a coherent retail brand strategy.
There is no doubt that the Indian retail scene is booming. A number of large corporate
houses ï¿½ Tataï¿½s, Rahejaï¿½s, Piramalsï¿½s, Goenkaï¿½s ï¿½ have already made
their foray into this arena, with beauty and health stores, supermarkets, self-service
music stores, newage book stores, every-day-low-price stores, computers and
peripherals stores, office equipment stores and home/building construction stores.
Today the organized players have attacked every retail category. The Indian retail scene
has witnessed too many players in too short a time, crowding several categories without
looking at their core competencies, or having a well thought out branding strategy.
STRATEGIES, TRENDS AND OPPORTUNITIES 2009
Retailing in India is gradually inching its way toward becoming the next boom industry.
The whole concept of shopping has altered in terms of format and consumer buying
behavior, ushering in a revolution in shopping in India. Modern retail has entered India
as seen in sprawling shopping centres, multi-storied malls and huge complexes offer
shopping, entertainment and food all under one roof. The Indian retailing sector is at an
inflexion point where the growth of organized retailing and growth in the consumption
by the Indian population is going to take a higher growth trajectory. The Indian
population is witnessing a significant change in its demographics. A large young
working population with median age of 24 years, nuclear families in urban areas, along
with increasing workingwomen population and emerging opportunities in the services
sector are going to be the key growth drivers of the organized retail sector in India.
GROWTH OF RETAIL SECTOR IN INDIA
MEGA MART.
Retail and real estate are the two booming sectors of India in the present times. And if
industry experts are to be believed, the prospects of both the sectors are mutually
dependent on each other. Retail, one of Indiaï¿½s largest industries, has presently
emerged as one of the most dynamic and fast paced industries of our times with several
players entering the market. Accounting for over 10 per cent of the countryï¿½s GDP
and around eight per cent of the employment retailing in India is gradually inching its
way toward becoming the next boom industry.
RETAILING FORMAT IN INDIA
Malls:
The largest form of organized retailing today. Located mainly in metro cities, in
proximity to urban outskirts. Ranges from 60,000 sq ft to 7,00,000 sq ft and above. They
lend an ideal shopping experience with an amalgamation of product, service and
entertainment, all under a common roof. Examples include Shoppers Stop, Piramyd, and
Pantaloon.
Specialty Stores:
Chains such as the Bangalore based Kids Kemp, the Mumbai books retailer Crossword,
RPG's Music World and the Times Group's music chain Planet M, are focusing on
specific market segments and have established themselves strongly in their sectors.
Discount Stores:
As the name suggests, discount stores or factory outlets, offer discounts on the MRP
through selling in bulk reaching economies of scale or excess stock left over at the
season. The product category can range from a variety of perishable/ non-perishable
goods
The Indian retail market, which is the fifth largest retail destination globally, has been
ranked the second most attractive emerging market for investment after Vietnam in the
MEGA MART.
retail sector by AT Kearney's seventh annual Global Retail Development Index (GRDI),
in 2008. The share of retail trade in the country's gross domestic product (GDP) was
between 8–10 per cent in 2007. It is currently around 12 per cent, and is likely to reach 22
per cent by 2010.
A McKinsey report 'The rise of Indian Consumer Market', estimates that the Indian
consumer market is likely to grow four times by 2025. Commercial real estate services
company, CB Richard Ellis' findings state that India's retail market is currently valued at
US$ 511 billion.
Banks, capital goods, engineering, fast moving consumer goods (FMCG), software
services, oil marketing, power, two-wheelers and telecom companies are leading the sales
and profit growth of India Inc in the fourth quarter of 2008-09. India continues to be
among the most attractive countries for global retailers. At US$ 511 billion in 2008, its
retail market is larger than ever and drawing both global and local retailers. Foreign
direct investment (FDI) inflows as on January 2009, in single-brand retail trading, stood
at approx. US$ 25.18 million, according to the Department of Industrial Policy and Promotion
(DIPP).
India's overall retail sector is expected to rise to US$ 833 billion by 2013 and to US$ 1.3 trillion
by 2018, at a compound annual growth rate (CAGR) of 10 per cent. As a democratic country with
high growth rates, consumer spending has risen sharply as the youth population (more than 33
percent of the country is below the age of 15) has seen a significant increase in its disposable
income. Consumer spending rose an impressive 75 per cent in the past four years alone. Also,
organised retail, which accounts for almost 5 per cent of the market, is expected to grow at a
CAGR of 40 per cent from US$ 20 billion in 2007 to US$ 107 billion by 2013.
India has emerged the third most attractive market destination for apparel retailers, according to a
new study by global management consulting firm AT Kearney. It further says that in India,
apparel is the second largest retail category, representing 10 per cent of the US$ 37 billion retail
market. It is expected to grow 12-15 per cent per year. Apparel, along with food and grocery, will
lead the organised retailing in India. India has one of the largest numbers of retail outlets in the
world. A report by Images Retail estimates the number of operational malls to grow more than
two-fold, to cross 412, with 205 million square feet by 2010, and a further 715 malls to be added
by 2015, with major retail developments even in tier-II and tier-III cities in India.
MEGA MART.
Marks & Spencer Reliance India is planning to open 35 more stores over the next five years,
according to Mark Ashman, CEO of the company. The 51:49 joint venture between UK’s Marks
and Spencer and Reliance Retail Ltd already has 15 stores in India.
Future Group has been restructured to test the new rules on FDI under Press Notes 2, 3 and 4
issued in February 2009. The company plans to bring in up to US$ 148.7 million in foreign
investment. Although FDI is permitted only in single-brand retail and not permitted in multi-
brand retail businesses like Future Group's, the conglomerate has created two layers of operations
to take advantage of the three Press Notes that allow FDI up to 49 per cent in operating-cum-
investment companies as long as they are owned and controlled by Indians.
Carrefour SA, Europe’s largest retailer, may start wholesale operations in India by 2010 and
plans to set up its first cash-and-carry outlet in the National Capital Region. Currently, Carrefour
exports goods worth US$ 170 million from India to Europe, UAE, Indonesia, Europe, Thailand,
Singapore and Malaysia.
Jewellery manufacturer and retailer, Gitanjali Group and MMTC are jointly setting up a chain of
exclusive retail outlets called Shuddi–Sampurna Vishwas. The joint venture, which plans to open
around 60 stores across India by end of this year, will retail hallmarked gold and diamond
jewellery.
Mahindra Retail, a part of the US$ 6.7-billion Mahindra Group, plans to invest US$ 19.8 million
by 2010 to step up its specialty retail concept 'Mom and Me'.
RETAILING PRINCIPLES
1. To define the core customer and merchandise for the store, its price points, its
assortments and presentation of sales for that target group.
2. To have consistency of quality in every merchandise of the store i.e. same taste and
rice points for every merchandise.
3. To always have a unique and exclusive merchandise to differentiate itself from its
competitors.
4. To give value for money to the customers.
5. To give publicity and to be on the top of the mind, awareness through various
promotional schemes and excitement in store this generates traffic and then business.
6. To give convenience and service to our customers. To be low cost operator in term of
cost.
7. To build up successful partnerships with franchisees.
MEGA MART.
8. To upgrade technologies, by way of bar-coding, computerised reordering system and

to monitor inventories, analyse the customer data base for effective marketing.
Objective of the study:
 To know the awareness of the customers towards vishal mega mart.
 To know whether the customers are satisfied with present service given by the vishal
mega mart
 Factors considering while purchasing retail products.
 To know the effectiveness of the promotional activities done by vishal mega mart
 To seek the suggestions and opinions from customers regarding the improvement of
service of vishal mega mart.
NEED OF THE STUDY

The behaviour of the consumer at the market place is depending on what he thinks as a
reality or on his perception and knowledge about the world around him. This perception
may be based on sensations from the outside world which in turn may be influenced by
past experience or learning, expectations, fantasies beliefs, values, personality etc. Thus
for having a letter understanding of buying behavior of individual marketers must
examine the importance of perception and its integration with the related concepts. This
information will help him to device marketing strategies and programmers, such as to
help consumers to perceive their (firm’s) products or services positively.
Scope of the study:

The data was collected from the respondents across all the ages, income groups,
occupation and gender.
MEGA MART.
The total sample size for the study is 100.

The study involves ascertaining the customer perception towards various areas such as
price, products, services, promotional activity, billing system etc.
So the study tried to get the responses from almost all kinds of respondents. The study
covered the respondents who visited the store for shopping.
The study also covered the areas which are important for the marts in improving their
performance. So the study of the
Customer perception is extensive and covers respondents across all categories
Limitations of the study

Every research is carried under some boundaries and this research is not an exception.
The limitations of this research are:
The opinion of the respondents may not represent the whole population.
Due to the limitations of time, a larger respondent base could not be covered and was
limited to a sample size of 100 respondents.
There might have been tendencies among the respondents to filter their responses under
the given conditions.
The customer’s opinion might have been biased and may not represent the whole
population of the city.
Most customers were busy and with their work.
Analysis of data obtained from the questionnaire was done on the assumption that honest
and correct information had been given by the respondents
Research methodology
Meaning:
A research design is a method and procedure for acquiring information needed to solve
the problem. A research design is a basic plan that helps in data collection or analysis. It
specifies the type of information to be collected, the source and collection procedure. A
good research decision will ensure that the data collected is relevant to the objectives to
be achieved.
MEGA MART.
Sampling Procedure
In the study of this kind primary data plays a vital role. Regardless of the method used to
obtain the primary data (experimentation, observation and survey), the researcher has to
decide whether the data to be obtained from every unit of the population under study or
only a representative portion of the population will be used. The first approach, which is
collecting data about each and every unit of the population, is called census method. The
second approach, where only a few units of population under study are considered for
analysis is called sampling method.
Data type:
Secondary data:
The first step in data collection approach is to look for secondary data. Secondary data is
generally developed and published for some purpose other than for helping to solve the
problem at hand.
In this study secondary data is used for the exploratory research and secondary data
includes data collected from existing records and personal observation
The secondary sources used to collect the data are:

Organisation Records,
Reference Books,
Articles in Newspapers ,
Magazines and Journals ,Related Web sites
Primary data:
The primary data is collected for the purpose of solving the problem at hand. In this study
primary data is collected for the descriptive research for the accurate description of the
variables of the problem. The data is a first hand data collected directly from the
respondents.
Method of Sampling
MEGA MART.
1. Population: Respondents from Hubli city.
2. sample size: The total sample size for the study was 100 respondents.
3. sample element: Vishal mega mart customers
4. Sampling unit: Businessmen’s, professionals, students, employee
5. sampling extent: Hubli city .
MEGA MART.
CHAPTER ------- 2
Data analysis and Interpretation

Are you aware of vishal mega mart
Frequency Percent Valid Percent Cumulative Percent
Valid Yes 100 100.0 100.0 100.0
Analysis: From the survey we come to know that 100% of the respondents are know
the vishal mega mart.
Interpretation: The study shows that vishal mart known by all 100respondents
where we have done the survey in hubli.
MEGA MART.
How did you come to know about vishal mega mart
Frequenc Percent Valid Cumulative

y Percent Percent
Valid Friends&relatives 34 34.0 34.0 34.0
TV ads 20 20.0 20.0 54.0
Papers&magazines 30 30.0 30.0 84.0
Pamplets 16 16.0 16.0 100.0
Total 100 100.0 100.0
Analysis: From the study we come to know that In 100% respondents 34% of people are
know vishal mega mart by friends and relatives.20% people are known by tv adds.30%
are known by papers and magazines.16% people are known by pamplates.
Interpretation: By this study we come to know that friends and relatives papers and
magazines play major role introduce the vishal mart to the people in hubli city
MEGA MART.
Which mart do you prefer
Frequency Percent Valid Cumulative

Percent Percent
Valid big bazar 21 21.0 21.0 21.0
vishal mega 67 67.0 67.0 88.0
mart
shopers shop 5 5.0 5.0 93.0
others 7 7.0 7.0 100.0
Total 100 100.0 100.0
Analysis: Out of 100% respondents 67% of people prefer vishal mega mart. 21% people
prefer big bazaar.5%people prefer shopers shop & 7% of people preferring others
Interpretation:From the study most of the people prefer vishal mega mart. Because vishal
sevise is good so highest respondents are preferring vishal mega mart.
MEGA MART.
Which factors influenced you to purchase products in vishal mega mart?
quality 28 28.0 28.0 28.0

service 16 16.0 16.0 44.0
Valid packaging 14 14.0 14.0 58.0

reasonable price 42 42.0 42.0 100.0
Total 100 100.0 100.0
Analysis:Out of 100% respondents 42% respondents are influenced by reasonable

price.28% respondents are influence by quality.16% respondents are influenced by
quality.14% of respondents are influenced by packing.
Interpretation:From the study we come to know that reasonable price is influenced

factor.By seeing the respondents 28% are influenced by quality&thers are influenced by
service & packing.From this survey we come to know vishal mart has to improve there
packaging facility.
MEGA MART.
Are you satisfied with price of products available in vishal mega mart
Highly dissatisfied 1 1.0 1.0 1.0

dis satisfied 5 5.0 5.0 6.0
moderate 22 22.0 22.0 28.0
Valid
satisfied 62 62.0 62.0 90.0
Highly satisfied 10 10.0 10.0 100.0
Total 100 100.0 100.0
Analysis: Out of 100 respondents 62% of people are satisfied by the price of products
available in vishal mega mart.
Interpretation: From the survey we come to know that maximum numbers of the people
are satisfied with the price of products available in vishal mega mart.
MEGA MART.
What do you feel about prices of products in vishal mega mart?
Cheap 12 12.0 12.0 12.0

Costly 21 21.0 21.0 33.0
Valid very costly 8 8.0 8.0 41.0

reasonable 59 59.0 59.0 100.0
Total 100 100.0 100.0
Analysis:From the this chart i come to know that out of 100% respondents 59%
respondents are good feel about prices of Vishal mart.
Interpretation:survey showed that 59% of the people are feel good about the reasonable
price of vishal mega mart.20% of the people are feel about costly
MEGA MART.
To what extent are you satisfied with the quality of products in vishal mega
mart?
Frequency Percent Valid Cumulativ

Percent e Percent
Valid -10 1 1.0 1.0 1.0
-20 1 1.0 1.0 2.0
10 14 14.0 14.0 16.0
20 13 13.0 13.0 29.0
30 35 35.0 35.0 64.0
40 31 31.0 31.0 95.0
50 5 5.0 5.0 100.0
Total 100 100.0 100.0
Analysis: Through this survey we come to know that out 100% respondents 30% of the
respondents are satisfied with the quality of products in vishal mega mart.1% of the
respondents are dissatisfied.
MEGA MART.
Interpretation: This chart shows most of the customers respondents satisfied with the
quality of products In vishal mega mart.
What do you feel about service of vishal mega mart?
Best 10 10.0 10.0 10.0

excellent 20 20.0 20.0 30.0
Valid Better 65 65.0 65.0 95.0

Worst 5 5.0 5.0 100.0
Total 100 100.0 100.0
Analysis:Survey showed that out of 100% respondents 65%respondents felt that better
service of vishal mega mart.20% respondents felt excellent.10 of respondents are felt
best.5% of respondents felt worst.
MEGA MART.
Interpretation: Trough the survey we came to know that servise of the vishal mega mart is
better than other marts.
What do say about the whole performance of vishal mega mart
Best 21 21.0 21.0 21.0

excellent 46 46.0 46.0 67.0
Valid Better 31 31.0 31.0 98.0

Worst 2 2.0 2.0 100.0
Total 100 100.0 100.0
Analysis:survey showes that 46% of the respondents are said that vishal mart whole
performance is excellent.31%respondents are said better.21% respondents said best. 2 of
the respondents said worst performance of the vishal mega mart.
MEGA MART.
Interpretation:Througt the survey we come know that hightest respondents are said that
vishal mart performance is excellent.
Do you agree that promotional activities are carried by vishal mega mart
are effective?
agree 87 87.0 87.0 87.0

Valid disagree 13 13.0 13.0 100.0
Total 100 100.0 100.0
MEGA MART.
Analysis:survey showed that out of 100 respondents 87 respondents are agree with the
promotional activity conducted by vishal mega mart.13 respondents are disagree with the
promoyional activity.
Interpretation:through this survey we come to that hightest respondents are agree with the
promotional activity.
Comparing to other marts vishal mega mart service is
Best 20 20.0 20.0 20.0

Average 77 77.0 77.0 97.0
Valid
Worst 3 3.0 3.0 100.0
Total 100 100.0 100.0
MEGA MART.
Analysis:survey shows that out of 100 respondents 77 respondents are agree with the
vishal mart servise is average comparing to other marts.some of 20 respondents are agree
with the vishal mart servise is best.only 3 respondents are agree with vishal mart servise
is worst.
Interpretation: Through this survey most of the 77 respondents are said vishal mart
servise is average comparing to other mart.
Have you found out any problem while buying products in vishal mega
mart?
yes 21 21.0 21.0 21.0

Valid no 79 79.0 79.0 100.0
Total 100 100.0 100.0
MEGA MART.
Analysis:survey shows that out of 100 respondents 79 respondents are not got problem
while buying the products in vishak mega mart.21 respondents are found any problems
in buying products in vishal mega mart.
Interpretation:Though this survey most of 79 peoples are fonud problems.other

21respondents are not get any problems.
Acording to you which promotional activity carried out by vishal mega mart
are good?
Banner 28 28.0 28.0 28.0

Pamplets 15 15.0 15.0 43.0
Valid Advertisement 47 47.0 47.0 90.0

TV ads 10 10.0 10.0 100.0
Total 100 100.0 100.0
MEGA MART.
Analysis:From the survey out of 100 respondents 47 respondents are says advertisement
promotional activity is good conducted by vishal mega mart.28 respondents are said
banner is good promotional activity.pamplate is 15%. 10% is tv adds.
Interpretation:Through this survey we come to know that advertisement promotional

activity is good in the minds of the respondents carried out by vishal mega mart.
MEGA MART.
Are you satisfied with the present service of vishal mega mart
Percent Valid Percent

Frequency Cumulative Percent
Yes 88 88.0 88.0 88.0
Valid No 12 12.0 12.0 100.0
Total 100 100.0 100.0
Analysis:Survey shows that out of 100 respondents 88 respondents are satisfied with the
present sevise of vishal mega mart 12 of the respondents are not satisfied with the servise
of the vishal mega mart.
Interpretation: Through this survey some of majority respondents are satisfied with the
present servise with vishal meag mart.But 12 respondents are not satisfied with servise of
vishal mega mart
MEGA MART.
Analysis:All 100 respondents are aware of vishal mega mart.34 respondents are aware
through friends & relatives 20 respondents are aware through tv adds 30 of the
respondents aware through papers and magazines and 16 of the respondents aware
through pamphlets
Analysis : out of 12 respondents who said price of the product is cheap and 12 of them
said that whole performance of the vishal mega mart s best.out of 21 respondent said that
price of the product of vishal mart is costly.12 of them said whole performance of vishal
mega mart is best. 8 of them price of the product n vshal mega is very costly.31
respondents said that whole performance s better.59 respondents sad price of vishal mega
mart is reasonable
MEGA MART.
Hypothesis Testing:
Hypothesis means assumption Statistical hypothesis means assertion or conjecture

about parameter or parameters of a population. Statistical hypothesis are based on the
concept of proof by contradiction. Here we selected null hypothesis I .e
Hypothesis is tested with the help of questionnaire the Ho states that more than or equal
to 70% of people say performance of vishal mega mart is better.
. As per data collected 65 out of 100 respondents said performance of vishal mega
mart is better.
Null Hypothesis=Ho: More than or equal to 70% of people said performance of vishal
mega mart is better
Alternative hypothesis-H1= Less than 70% of people said performance of vishal mega
mart is better
Using Z TEST we can prove this
P = 0.70
n = sample size = 100
a (alpha) = 5% level of confidence
P= Population proportion
Po= Sample proportion
S=Standard error
Z = 1.64 (referring table)
S= P(1-P)
n-1
= 0.70 (1-0.70)
100-1
MEGA MART.
S = 0.04605
Po = 65/100
=0.65
Z = Po –P
S
= 0.65 – 0.70 = -10.8695

0.0046
MEGA MART.
CONCLUSION:
Reject Ho because it falls under confidence level i.e. Negative critical region. It states
that less than 70% people say performance of vishal mega mart is better
To know the effectiveness of the promotional activities done by vishal mega mart
Hypothesis is tested with the help of questionnaire the Ho states that less than people are
agree with the promotional acticvity.
Ho<90%
H1 more than 90% of the respondents are agree with the promotional activity.
Testing Hypothesis at5% Level of significant,
N= 100
PH0=90%
QH0= 10%
p = 87% = 0.87
P= Population proportion
Po= Sample proportion
S=Standard error
A= 5% level of confidence
Z = 1.64 (referring table)
S= PH0*QH0
N
0.90 *0.10
100
MEGA MART.
= 0.0009
= 0.03
Z Cal = p = -PH0
Standard Error
Z Cal = 0.87-0.90
0.03
= - 0.03
0.03
= -1
-1 > -164
Zcal > Z Tab value

Conclusion: Accept Ho more than 90% of the respondents are agree with
the promotional activity
3] Factors considering while purchasing retail products

H0= less than 55% of resopondents says price of the products available in vishal
mega is reasonable
H0=< 55%
H1= 55% of the respondents says price of the products available in vishal mega is
reasonable
Testing hypothesis is at 5% Level of significant
N= 100
PH0=55%
MEGA MART.
QH0=45%
P= 42% = 0.42
Standard Error = PH0*QH0
= 0.55*0.45
100
0.002475
=
= 0.049
Z cal = P - PHO
Std error
= 0.42 – 0.55
0.049
-0.13
= 0.049
- 2.65
MEGA MART.
Reject Ho because it falls under confidence level i.e. Negative critical region. It
states that less than 55 % respondents says price of the products available in vishal mega
is reasonable
MEGA MART.
FINDINGS
1. The awareness level about Vishal mega mart is very high in Hubli city.
2. 34% respondents came to know about Vishal mega mart through friends &
relatives 0nly 16% respondents came to know through pamphlets
3. 67% of the respondents are preferring vishal mega mart and 5% respondents are
preferring shoppers shop.
4. 42% of the respondents are influenced by the factor of reasonable price to

purchase the products in vishal mega mart and 14% of the respondents are
influenced by the factor of packaging.
5. 62% of the respondents are said that they are satisfied with the price of products
available in vishal mart , 1% of the respondents are highly dissatisfied with the
price of products available in vishal mega mart.
6. 59% of the respondents are felt that vishal mega mart price of the products are
reasonable. But 8 respondents are felt very costly prices of products available in
vishal mega mart
7. 65% of the respondents are felt that vishal mega mart servise is better.5% of the
respondents are felt that vishal mega mart servise is worst.
8. 46% of the respondents are said vishal marts whole performance is excellent, 2%
of the respondents are said worst.
9. 87% respondents are agree with the promotional activity conducted by vishal
mega mart.13% of the respondents are disagree with the promotional activity.
MEGA MART.
10. 77% of the respondents are agree with the vishal mart servise is average
comparing to other marts.3% of the respondents are said vishal mega mart servise
is worst.
11. 79% of the respondents are not found any problem while buying products vishal
mega mart.21% of the respondents are found problems.
12. 47% of the respondents are said that advertisement is good conducted by vishal
mega mart.10% of the respondents are said Tv add.
13. 88% of the respondents are satisfied with the present servise of vishal mega
mart.12% of the respondents are said not satisfied.
MEGA MART.
SUGGESTIONS
1. study shows that at present they have more number of satisfied customers, and
hence the Vishal mage mart has to concentrate on who have not satisfied with
present service given by the vishal mega mart
2. Some respondents found difficulty to find the products which they require
immediately, it took a lot of time for them to search for the products which they
required. So arranging up of the products is necessary.
3. Vishal mega mart can improve its advertisement strategy. By the survey reports it
comes to know that where less people are happy with the advertisement given by
vishal mega mart. By attractive advertising it can attract competation market and
also can attract customers from compitators
MEGA MART.
Conclusion
From the study, it may conclude that, the perception towards Vishal mega mart is good
in Hubli city and almost all people are aware of its presence in the city. Most of the
customers came to know about Vishal mart through their friends, so the satisfaction level
among customer is high. Few customers felt that the products sold in vishal megamart are
costlier. So Vishal mega mart has to sell the products at reasonable rate. During the study
it is also noticed that few customers are not happy with Present service . Vishal mega
mart has to look over all variety of products at their marts, so the customers are happy
with the availability of different products. So we can conclude that the overall perception
towards vishal mega mart is positive and customers are satisfied with the way of
management of vishal mega mart
MEGA MART.
BIBLIOGRAPHY
BOOKS:
Consumer Behaviour --- Leon G. Schiffman
Leslie Lazar Kanuk
Magazines:
Business Week
Business World
Economic Times
Websites:
 www.google.com.
MEGA MART.
ANNEXURE
Questionnaires
Dear Sir/Madam,
Personal Profile:
a) Name:
b) Age : 15 to 25 □ 26 to 35□ 36 to 45□ 46 to 55□ 56 Above

c) Occupation: Business man □ Employees □ student □
d) Gender: Male □ Female □
e) Address:
f) Phone No:
g) Income: Nil □ Below 10,000 □10,001 to 20,000□

20,001 to 30,000 □30,001 to 40,000□ 40,001 and above □
1) Are you aware of Vishal Mega Mart ?
Yes □ No □
2) How did you come to know about Vishal Mega Mart?
A] Friends and Relatives □ B] Tv advertisement □

C] Papers and Magzines □ D] Pampltes □
MEGA MART.
3) Which mart do you prefer?
A] Big Bazar □ B] Vishal Mega Mart □

C] Shopers shop □ D] Others □
4) Which factors influenced you to purchase products in Vishal Mega Mart?
A] Quality □ B] Service □
C] Packaging □ D] Reasonable Price □
5) Are you satisfied with price of products available in Vishal Mega Mart?
Highly □ Dissatisfied □ Moderate □ Satisfied □ Highly satisfied □

Dissatisfied
6) What do you feel about prices of products in Vishal Mega Mart ?
A] Cheap □ B] Costly □
C] Very Costly □ D] Reasonable □
7) To what extent Are you satisfied with the quality of products in Vishal Mega Mart ?
-50 -40 -30 -20 -10 0 10 20 30 40 50
MEGA MART.
8) What do you feel about service of Vishal Mega Mart ?
A] Best □ B] Excellent □
C] Better □ D] Worst □
9) What do you say about whole performance of the Vishal Mega Mart?
A] Best □ B] Excellent □
C] Better □ D] Worst □
10) Do you agree that promotional activities are carried by Vishal Mega mart are
effective?
A] Agree □ B] Disagree □
11) Comparing to other marts, Vishal Mega Mart service is ?
A] Best □ B] Average □ C] Worst □
12) Have you found out any problem while buying products in Vishal Mega Mart ?
A] Yes □ B] No □
13) According to you which promotional activities carried out by Vishal Megha Mart are
good?
A] Banner □ B] Pamphlets □
MEGA MART.
C] Advertisement □ D] TV Add □
14) Are you satisfied with the present service of Vishal Mega Mart ?
A] Yes □ B] No □
15) Presently what you are expecting from Vishal Mega Mart ?
16) Lastly give any suggestions regarding an improvement of service of Vishal Mega Mart

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TO KNOW THE AWARENESS OF THE CUSTOMERS TOWARDS VISHAL

Piramyd, Shoppers’ Stop, Subhiksha Trading, Food World Supermarkets, Hypercity

REGISTRED & HEAD OFFICE PLOT NO 332,NEAR TELCO WORK

COMPANY INCORPORATED: IN I986

COMPANY LOCATION CALCUTTA

PRODUCTS Consumer Products,Industrial

Industry : Retail Industry

Competitors Big Bazar, Shopers shop,

Products available a Vishal mega mart:

Admin department is divided into following sections:

5. Standard operation and procedures: In this section various registers are

6]Staff Grooming Register- Entries regarding the appearance, personal

MAINTENANCE AND FACILITIES DEPARTMENT

The functions of this department are-

3) Ensure safe and consistent power supply at the store.

The various department stores are:

3. Customer Service Desk,

4. Plastics - Utensils - Crockery Department,

8. New Business Development,

. CUSTOMER SERVICE DESK(CSD)

1. Alterations with respect to apparels

4. Baggage counters for safe deposit of customer baggage.

5. Share with us - Customer feed back

6. In-store communication- transferring telephone calls

8. Sale of gift vouchers

9. Home delivery for food Store

10. Home delivery for electronics and furniture

Shopping Products: are less-frequently-purchased consumer products and services that

Materials and parts,

Material consist of farm products (wheat, cotton, livestock, fruits,

Marketing strategies for various products:

CONSUMER BEHAVIOUR TOWARDS VARIOUS PRODUCTS

The various department stores are:

2. Plastics - Unsils - Crockery Department,

The sub categories are described below:

Ready to eat Snacks

Ready to fry Health Drinks

Pickles Noodles & Vermicelli

Personal care Home Needs

• Shaving Needs 1.Toilet cleaners

• Oral care 3.Liquid Soaps

• Soaps 4.Insect Killers

The contribution of Food Store to the total business is 30%.

important at this point.

Ethnics Dress materials

Denim & T-shirts Tops

Boys Bed Sheets

Girls Bed covers

Mix N Match Blankets

Accessories Pillow Covers

The main sections falling under General Merchandise are:

General Merchandise contributes to around 12% of the total sales.

• Cool and Clean -

A/Cs, Refrigerators, Water purifiers.

-Sight And Sound -

TV, Home Theatre, Stereos.

Digital Cameras, Camcorders, MP3, MP4 players, Laptops.