A

SUMMER INTERNSHIP PROJECT REPORT

ON
“Influence of customer loyalty program on customer buying
Behavior at pantaloon in Jamnagar city”

For
“Pantaloon Fashion & Retail Industry”

Submitted to
ATMIYA Institute of Technology & Science

IN PARTIAL FULFILLMENT OF THE REQUIREMENT OF

THE AWARD FOR THE DEGREE OF

MASTER OF BUSINESS ADMINISTRATION

Under
Gujarat Technological University
UNDER THE GUIDANCE OF

Prof. Keyur D Popat Mr. Yogesh Patel

( Assistant Professor) (Store Manager)

Submitted by
Kinal Ghetiya
Enrollment No.:177030592040
M.B.A – SEMESTER III

ATMIYA Institute of Technology & Science

M.B.A PROGRAMME
Affiliated to Gujarat Technological University, Ahmadabad
July 2018
COMPANY INTERNSHIP CERTIFICATE
COLLEGE CERTIFICATE
PLAGIRISM CERTIFICATE
 PREFACE

As a management student of the final year of graduation, practical knowledge about

the corporate world is no more a desire or a voluntary action to be undertaken but a
simple bare necessity. Books don’t give sufficient level of knowledge a student is
required to process. A student have a preview about the real happenings of the
corporate structure.

I have undergone my research work at “PANTALOONS FASHION AND RETAIL

LTD “Which is the biggest pioneer in lifestyle and value e in based store in India. My
research is all about retail marketing activities and its functioning. It includes detailed
study of retail branding, retail strategies, retail merchandising, visual merchandising,
customer services, marketing activities and it’s functioning etc. My research
objectives was to know about seasonal safe valuation and its analysis.

I had learned lots of things from this report i.e. practical knowledge of how retail store
works and its functioning. I had very nice experience of customer services which
added a lot of knowledge to prepare this project report.

The main objective of the preparing this project report is to translate the theoretical
knowledge into practical life and to know what are the challenges faced by the
organization and haw they tackle with them .

The basic purpose of the project is to get the experience of going to the company and
to analyze the company’s operating procedure, findings problems in its procedure
and try to know how to solve these problem.
 ACKNOWLEDGMENT

I would like to thank my supervior, prof.keyur popat sir for his support, guidance and
time given to me over the last few month.

Not only has he gone out of his way in suppporting me but has also been the main
person in making this dissertation what it is today
.
I would also like to thank the hundread of academicians and authrs whose dedication
and work I have used through the course of myy literature review.

I would also like to express gratitude to my parents for their love, prayer, moral and
financial support towards ny education and making me what I am today.
 DECLARATION

I kinal ghetiya Enrollment no.177030592040 student master of business

administration, here by declare that the work incorporated in the present
project is original and has not been submitted either partially or wholly to
any university/institution for the award of any degree.

I here by declare that any internet sources published or unpublished work

from which I have quated drawn reference have been referenced fully in
the text and in the content list.

Place: Jamnagar
(Signature)

Date: 22/07/2018 kinal s ghetiya

 EXECUTIVE SUMMARY

This report is prepared as part of syllabus of Gujarat technological university. The

purpose of the report is to know how the theory concept are applied practically in the
organization the report provide the practical application of the different subject topic
in the PANTALOON FASHION & RETAIL LTD. JAMNAGAR organization it
includes all the basic details of the allotted topic by the institute.

The report is majorly classified in to major two parts, parts A and parts B to cover all
the subject further part A is classified into six subject introduction of the industry,
company profile, production industry, marketing department/ personnel/ hr
department and finance department and part B is divided in to seven topic, research
methodology, SWOT analysis , future/strategic plans of company, findings and
observation, suggestion , conclusion ,and bibliography.

Today customer have more choice, are better informed and are more demanding of
value and return and for their spending money. They look not only for the products
and services that meet their needs at the price they are willing to pay but for the
merchant that recognizes appreciates and rewards their patronage. Now a day’s all big
apparel retailer have started the loyalty program with different benefits in order to
satisfy customer needs and wants.

The loyalty program provide gratification to those who require rewards for purchase
and avoid additional costs for those who would buy even without them. Loyalty card
program is developing personalized relationship with them. Relationship marketing
focuses on the customer, in the sense that the firm seeks to create long term business
relations with existing prospects and customer.

Marketing theory and practices has become more and more customer centered and
manager have increased their emphasis on long term client relationship because
loyalty, stronger relationship and therefore longer customer lifetimes likely are
associated with a greater degree of cross buying a more significant level of
transaction and therefore higher profits. This makes customer retention rates and
customer share of category purchased as important metrics in customer relationship
management.

To maximize these metrics, many firms use relationship marketing instruments, and
loyalty programs or frequency reward programs. But these programs along with being
beneficial are also highly costly. Thus it is important to find out whether these loyalty
programs are influencing the buying behavior of customer or not and if they are
influences.

.
 TABLE OF CONTENTS

Sr. No. Particulars Page No.

Preface
Acknowledgment
Declaration
Executive Summary

1.0 Part – 1 Industry Information

1.1 About the Industry
1.2 World Market
1.3 Indian Market
1.4 The growth of the Industry

2.0 Part – II Organization Information

2.1 About Organization
Introduction to Functional Department
Finance
2.2 Marketing
HR
Production
2.3 Organization Structure
2.4 SWOT Analysis

3.0 Part – III – Primary Study

3.1 Introduction to the study
3.2 Literature Review
3.3 Background of the Study
3.4 Problem Statement
3.5 Research Objective

4.0 Research Methodology

4.1 Research Design
4.2 Source/s of Data
4.3 Data Collection Method
4.4 Population
4.5 Sampling Method
4.6 Sampling Frame
4.7 Data Analysis & Interpretation

5.0 Findings
5.1 Conclusion
5.2 Limitation of the Study

6.0 References / Bibliography (APA Style)

Annexure
Part 1-Industry Information
 1.1-ABOUT THE INDUSTRY

The Indian retail industry has emerged as one of the most dynamic and fast- paced
industries due to the entry of several new players. It accounts for over 10 % of the
country’s gross domestic product (GDP) and around 8 % of the employment. India is the
world’s fifth- largest global destination in the retail space.

Indian retail industry has immense potential as India has the second largest population
with affluent middle class, rapid urbanization and solid growth of internet.

India’s retail market is expected to increase by 60 % to reach US $ 1.1 trillion by 2020,

on the back of factors like rising incomes and lifestyle changes by middle class and
increase digital connectivity. While the overall retail market is expected to grow at 12 %
per annum, modern trade would expand twice as fast at 20 % per annum and traditional
trade at 10 % Indian retail market is divided into.

The activities involved in the selling of goods to ultimate consumer for personal or
household consumption are called retailing. It is the interface between the producer and
the individual consumer buying for personal consumption. This dircect interface
between the manufacture and institutional buyers such as the government And other
bulk consumers.

A retailer is one who stocks the producer’s goods and is Involved it of selling it to the
individual consumer at a margin of profit. As such, Retailing is the last link connects the
individual consumer with the manufacturing and distribution chain.

Retail industry can be classified into two broad categories- organized retail and
unorganized retail.
Organization retail- those trade/ retailers who are licensed for trading activities and
registered to pay taxes to the government.

Unorganized retail- it consists of all unauthorized small shops conventional kirana

shops, general stores, corner shops among various other retail outlet- but remain to
be the burning force of Indian retail industry.

Bottlenecks

 Lack of efficient supply -chain management.

 Lack of required retail space.
 No fixed consumption pattern
 Shortage of trained manpower.
 Lack of proper infrastructure and distribution channels
 1.2-WORLD MARKET

The retail has played a major role world over in increasing productivity across a wide
range of consumer goods and services. The impact can be best seen in countries like
USA, UK, Mexico, Thailand and more recently china. Economics of countries like
Singapore Malaysia, Hong Kong, Sari Lanka and Dubai are also heavily assisted by the
retail sector.

Retail is the second largest industry in the United States both in number of
establishments and number of employees. It also one of the largest industry worldwide.
The retail industry employs more than 22 million American and generates more than $3
trillion in retail sale annually. Retailing is a U.S. $7 trillion sector.

Wall-mart is the world’s largest retailer. Already the world’s largest employer with 1
million associate, Wall –Mart displaced oil giant Exxon Mobil as the world’s largest
company when it posted $ 219 billion in sales for fiscal 2001. Wall-Mart has become the
most successful retail brand in the world due to its ability to leverage size, market clout,
and efficiency to create market dominance. Wall-mart heads fortune magazine list of top
500 companies in the world.

Global retail sales have been growing at study pace, driven especially by e-commerce
and retail share on GDP resumed growth after 2013.

Retail is a highly concentrated market in the world, with the top 15 groups concentrating
nearly 10 % of total retail sales worldwide. The geographical concentration is even
higher, with North America and Europe holding around 83% revenues and over 71 % of

stores.

Contrary to the world, retail direct sales in Europe have been growing faster than sellers
and EU member have higher revenue per seller.

The retail market is mature and highly competitive in the developed economies of
Europe and North America. On the other hand, the developing economies of Asia-
pacific, middle East, Latin America have been instrumental in driving the market
growth. Consumer spending, which typically accounts for around two –thirds of the
GDP, has been a key indicator of the health of the retail market.

Key developments in the market

 March 2018- wall-mart Inc. announced plans to expand its online grocery
deliver option to more than 40 % of U.S. household by the end of the year. The
services, available in six markets as for march, aims to grow to more than 100
metro areas across the country.

 December 2017- Tesco merged with booker group, to create the one of the UK’s
largest food business. This merged aims to unlock growth in the UK food retail
market for both the companies.
 1.3-INDIAN MARKET

Introduction:

The Indian trade manufacturing has emerged as one of the most dynamics and fast –
paced industry due to the entry of several new player.. It account for over 10 % of the
country’s gross domestic product (GDP) and around 8 % of the employment. India is the
world’s fifth – largest global destination in the retail space. Indian retail industry has
immense potential as India. Has the second largest population with affluent middle class,
rapid urbanization and solid growth of internet.

Market Dimension:

India’s retail market is predictable to add to by 60 percent reach US $ 1.1 trillion 2020 ,
on the back of factor like rising incomes and lifestyle changes by middle class and
increased digital connectivity. While the overall retail market is expected to grow at 12
% per annum, modern trade would expand twice as fast at 20 % per annum and
customary trade 10 % Indian retail market is divided in to “organized retail market
contributes 93 % of the total sector and “ unorganized retail market contributes the rest 7
% of the sector. India‘s business to business (B2B) E-commerce market is expected to
reach US $ 700 billion by 2020. Online retail is expected to be at par with the substantial
stores in the next five years and has grown 23 % to $ 17.8 billion in 2017.

India’s total possible of business to consumer ( B2C ) is estimated to be US $ 26 billion

, of which $ 3 billion can be achieved in the next three years from 16 product categories
, according to a study by federation of Indian chambers of commerce and industry (
FICCI ) and Indian institute of foreign trade (IIFT) India is expected to become the
world ‘s fastest growing E-commerce market, obsessed by robust investment in the
sector and rapid increase in the number of internet users.

Investment circumstances:

The Indian retail trading has received foreign direct investment (FDI) equity inflows
totaling US $ 1.14 billion during April 2000-december 2017, according to the
department of industrial policies and promotion (DIPP).

With the rising need for consumer goods in different sectors including consumer
electronics and home appliances , many companies have invested in the Indian retail
space in the past few months.

 Department of industrial policy and promotion ( DIPP ) approved three foreign

direct investment mountain trail food , Kohler India corporation , and Merlin
Entertainment India in the single brand retail sector and two FDI proposal of
over RS. 400 Crore (US $ 62.45 million ) within the retail sector.

 With 2017 being a successful year for herbal – ayurvedic brands , new Indian
organic labels in hair care, cosmetics , food and apparel are belting up to carve an
organic niche in the growing herbal segment.

 Investments by private equity firms and affluence firms in Indian retail sector
 reached US $ 800 million in 2017.

 India’s retail sector paying concentration RS. 9.5 billion ( US $ 147.40 million ) ,
investment in FY18, at a growth rate of 35 % year on year from RS. 7 billion (
US $ 104.34 million)in FY17.

Government initiative:

 The government of India may change the foreign direct investment (FDI), rules
in food giving out in a bid to allow E-commerce companies and foreign retailers
to sell made in India consumer product
.
 Government of India has allowed 100 % foreign direct investment (FDI) in
online retail of goods and services all the way through the automatic direction
there by provided that clearness on the available businesses of e- commerce
companies operating in India.
 1.4-THE GROWTH OF THE INDUSTRY

 There has seen a drastic shopping revolution in terms of format and consumer
buying behavior. From shopping centers to multi-storied malls to hugs
complexes offering shopping, entertainment and food all under one roof and it is
because of this trend that the retail industry is witnessing a revolution as many
new format markets like hypermarkets, supermarkets, departmental stores have
made their way in the market.

 Market has been an increase in purchasing power of the consumer due to easy
availability of credit which has given a push to higher value items and
encouraged repeated purchases. There has been a clear shift in consumer mind
set in buying. They are more educated and well informed.

 The expansion of middle class has led to higher purchase of luxury products and
brand consciousness. Significant growth in discretionary income and changing
lifestyle are among the major growth drivers of Indian retail industry.

 As rural and urban households witnessed a seady growth of disposable incomes,

the spending power of the chinese population has also increased gramatically and
the retail market has retail market has matured in to one of the largest and still
growing consumer markets worldwide.
 LOYALTY PROGRAM OF PANTALOONS

What is loyalty?

The systematic collection of customer data in return for rewards or benefits, often used
to give customer additional privileges or services to best /loyal customer .

“Loyalty is one of the great engines of business success”

Opportunities of loyalty:

• Understand customers
• Give discount to best customer only
• Adjust real price for certain customer

Loyalty program from 1st July onwards

-Quick and easy method for customer and to check all details relating to point earned,
redeem and expiry directly at capillary.

-Ease of customer services as now all queries can be instantly resolved / answered
through in house call center.

-Exclusive pantaloons green card in new green card point can be earned and redeem in
pantaloons store only and OPT CODE is send for safety purpose on the register .

Feature of New Green Card

• One star customer will receive 2 points per RS. 100.

• New enrolment with first bill>2000 will receive 2 points per RS100.
• New program offer point validity for only 1 year ( no change in value of 1 point
25p).
• Paper carry bag reimbursement for all 5 & 7 star member for entire amount.
• Both earning & burning of new green card point can happen using mobile
number & directly at POS.
Part – II ORGANIZATION INFORMATION

2.1-ABOUT ORGANIZATION

History of Aditya Birla

Aditya Birla group (Aditya Birla) is an Indian based multinational conglomerate

company. It engages in offering services to various sectors such as non – ferrous metals,
cement , viscose filament yarn, branded apparel, carbon black ,chemicals , agribusiness,
mining , Ferro chemicals, wind power and insulators. In addition. The group offers
services to sectors including telecommunication. Financial services IT, BPO, retail and
trading solution. Aditya Birla consists of four main companies. Which operate in various
industry sectors through its subsidiaries and joint ventures, namely, Hindalco industries
limited Aditya Birla nuvo limited. Idea cellular limited and ultra tech cement limited. It
has operations in 27 countries worldwide.

The Aditya Birla group is a multinational conglomerate named after Aditya Vikram
Birla, headquartered in the Aditya Birla center in Worley Mumbai, India .It cooperates
in 40 countries with more than 1,20,000 employees worldwide. The group was founded
by Seth shiv narayan Birla in 1857. The group interested in sectors such as viscose
staple Fiber metals , cement ( largest in India ), viscose filament yarn , branded apparel
carbon black , fertilizers , insulators , financial services , telecom ( third largest in India)
, BPO and IT services.
The group had a revenue of approimately us $ 45 billion in year 2014. With a gross
revenue of USD 45 billion (in 2014) it is the third- largest indian private sector
conglomerate behind Tata group with revenue of just over US $ 100 billion and RIL
with revenue of US $ 74 billion.

. KEY DATES

 1870 – Seth shiv narayan launches a cotton and jute trading busines in the town
of pilani , Rajasthan, .

 1919- establishing the Grandson Ghanshaya,das birla sets up a jute mill.

 1947- Birla family sets up the plant in grasim weaving , later adding production
of rayon.

 1958- Company reputable Hindalco for Production of Aluminium.

 1995- Aditya birla dies and is succeed by son kumar mangalam birla , who later
leads a reorganization and streamling of the group a joint venture , birla AT& T is
formed.

 1999-Birla adds monetary servieces through an insurance joint undertaking with

canada’s sun life.

 2000- Birla AT& T merges with tata communication; hindalco acquire indal.
 2002- Hindalco restructure and spins off gulf fertillizerrs; annapurna foils is

acquire.

 2003-Birla acquires nifty copper and mt. gordon copper mines in australia; the
company enters china with the formation of the black joint venture liaoning birla

 2004-Indal combines into hindalco.

 2005-manufacture of a new aluminium facility begin in orissa , india the st. anne
nackawic pulp mill in canada is acquired.

 2006- The company declare plans to builds a new viscose staples fibre plant in

loas.

 2007- 2007 Wholly owened subsidiary “ aditya birla insulators ltd.” combined
into aditya birla nuvo w.e.f. 1 april.

 2008- As an further director on the board of the company. Aditya birla nuvo ltd.
Has informed that the board of director of the company at its meeting held on
august 04 , 2008 inter , alia , have appointed mr. Arunmaira.

 2009- Aditya birla nuvo has acquried an additional 20 % in apollo sindhoori

assets investment for over rs.71 crore. Aditya birla acquires 76% in apollo
sindhoori.

 2010- Greenfield carbon black capacity expansion madura garments renamed as

madura fashion & life stone peter England launches establishment of good things.
 2011-Aditya birla nuvo became a US $ - billion company by revenue size –van
heusen launches a sub –brand called van heusen support.

 2012-“Aditya birla nuvo to acquire scheming in future group’s pantaloona format

business.”

 2013- Aditya birla nuvo –pantaloons opens its first store in dehradun . pantaloons
launches its 75th store in amritsar.allen solly opens its flagship store in guwahati.

 2014- Pantaloons launch its first store in muzaffarnagar. Pantaloons launches its
first store in meerut. Van heusen launches exclusive “ stellar” compilation for
women at great online shopping fest by google. Peter England launched age group
store in allahabad UP.

 2017- Pantaloons lanches its first store in jamnagar .pantaloons lanches its first
store in gandhidham. Pantaloons launches its first store in amereli. lakme
comapany got shifted to other mall.
 COMPANY PERSPECTIVE

 Vision- to be a best global multinational with a obvious center on each

industry.

 Mission- To convey greater to our client shareholders, workers and culture at

huge.

 Values:-

Integrity Honesty in every

action

Commitment Deliver on the

promise

Passion Energized action

Seamlessness Boundless in letter

and spirit

Speed One step ahead

always
 PRODUCT PROFILE

Pantaloons offer a wide range of exclusive brands that cater to different occasions
for men and women and kids.

Names Of The Brands Are As Following-

Women’s Brand

 Women’s formal wear-

Annabelle, AND
 Women’s casual wear-
Honey
 Women’s Denim wear-
Bare, Jealous, Krauss
 Women’s Active wear-
Agile, Biba
 Women’s Fusion wear-
Akkriti, global desi
 Women’s mix n match-
Rang manch, Trishaa,

Men’s Brand

 Men’s formal wear-

John Miller, Peter England, Allen solly, Richard parker
 Men’s casual wear-
Bare denim, Spiritus, SF, Lee, Pepe Jeans, Urban ranger, Van heusen
 Men’s sportswear-
Byford
 Men’s party/ethnic wear-
Ajile
Kids wear

 Infants and toddlers

Chirpie pie
 Junior girls
Chalk, Poppers, Bare
 Junior boys
Chalk, Poppers, Bare, Ajile

NON- APPARELS AND ACCESSORIES

 Hand bags
 Footwear
 Other accessories
 THE HISTORY OF PANTALOON

Pantaloons fashion & retail, one of the top clothing brands in the world , is India’s
fastest growing premium lifestyle company. With innovative designs, concepts and
products, the company brings the latest trends in fashion and clothing style to the
apparel market.

The company was incorporated as peter England fashions and retail limited on April 19,
2007 under the act unercin no.U1810MH2007PLC233901 and obtained the certificate of
commencement of business on may 14, 2007. The name of the company was changed
to pantaloons fashion & retail limited on April 23, 2013.

Pantaloons, the newly acquired business by the Aditya Birla group, one of India‘s
leading multinational conglomerates are a power house of fresh fashion and innovation.
While weaving its magic across lifestyle segments. Pantaloon s caters to the discerning
and trendy Indian consumer.

Pantaloons which was previously controlled by the future group has now been taken
over by Aditya Birla nuvo limited (ABNL). ABNL is a part of the prestigious Aditya
Birla group. A billion Indian multinational operating in 36 countries across the globe
with over 1,33000 employees.

Pantaloons offer multiple accessories and clothing brands across a spectrum of

categories for men , women and kids. The company provides an incredible and complete
one –stop shopping experience to its buyer through its vast collection of more than 200
prestigious across 49 cities through 103 aesthetically designed large format stores and
factory outlets, displays of classy and 26 factory outlets. Display a range of classy and
trendy merchandise that truly lives up to pantaloons maximum of fresh fashion.

Logo of the company

 COMPANY PROFILE( Jamnagar zone )

Full name of the company Pantaloon fashion and retail limited

Registered office address
701 – 704 ,7th floor
Skyline icon business park,
86- 92 off A.K road,
Marol village
Andheri East Mumbai
Maharashtra – 400059,
India

Communication office Neo Atlantic , P,N, Marg Jamnagar

address
Jamnagar Gujarat-361008
Telephone no. 0288 2666010
E-mail Customer care @pantaloon.com
Website www.pantaloon.com
Size of the organization Large scale organization
Form of the organization Public limited company

date of the establishment 1997

working hours 9 hours

Break time 1 hours
No. of shift 2 shifts
Account system Double entry system
Slogan in love with fashion
Time keeping system Store time-11 a.m to 9 pm
For employees---
10:30 a.m to 7:30 p.m
12:30 P.m to 9:30 p.m
Product for women Women’s formal
Women’s denim
Women’s casuals
Women’s ethnic
Women’s party wear
Women’s active wear

Product for kids Kids wear

Product for men Men’s denim

mr.kishore biyani
Name of promoter current ceo:-
shital Mehta
 2.2-INTRODUCTION OF FUNCTIONAL DEPARTMENT

FINANCE DEPARTMENT

Head Cashier

 Control of internal cash

 Bills (Also manual bills)
 Weekly and monthly report.
 Smooth billing process.
 Training to new joining employee as well as existing.
 Daily and timely bank transaction.
 Keep record of all cashier’s contribution to Enrollment to green
card.
 Target score or total score.
 Issuing new vouchers and use credit note of customer in bill
 Check grooming and attendance regularization of all cashiers.
 Assigning budget for Saturday meetings.

Cashier:

 Billing of customer’s selected items.

 Greet customer with NAMASTE.
 Making customer and loyal customer.
 Remove hard tags properly.
 Proper communication to customer.
 Speed and accuracy of making bills.
 Update customer with running offers.
 Daily tally of cash.
 Try to reduce shortage and shrinkage.
 Green card enrollment.
 Efficiency through pos (….) machine.
 Making manual bills.
 Target v/s achievement.
 Proper way of handling customer.
 To be in perfect grooming.
 Special counter for 3,5and 7 star holders.
Functional of Virtual Merchandise (VM) Department

 To maintain uniformity in window designs of all the stores at Rajkot.

 Overall look of the store related to sales promotion
 Proper signage in each and every section in the store
 Creativity in changing clusters and window
 Train floor staff (fashion assistant) for VM process like signage and look of
section.
 GRN (goods received note) process.
 Timely billing process.
 Vendors management (inward process).
 Record of all materials like acrylic.
 MPM (merchandise presentation manual) execution.
Functions of warehouse department

 Record of all stock (stock management).

 Timely and smoothly inward and outward process.
 Maintain inward and outward stock register.
 Checking of goods.
 Follow tagging standards.
 Coordination with department managers and vendors.
 Follow up with vendors.
 Control over shrinkage.
 Proper knowledge of system.
 Inventory transaction.
 Proper grooming and attendance.

Functions of Maintenance Department

 Maintain all equipment, fixtures and assets in store

 Monitoring electricity in store.
 Update monthly/ weekly reports and checklist.
 Give fire mock drill training to all.
 Follow up with vendors.
 Maintain overall look of the store.
 Solve problem regarding fixtures any assets, paints or electricity.
Functions of department manger (DM)

 Preparing target v/s achievement report.

 Monitoring individual’s sales target.
 Monitoring grooming and attendance of his fashion assistants.
 Monitoring number of GC made by his staff as per target.
 Monitoring assisted shopping by his staff.
 Addressing grievances of customer for pieces sold by his staff.
 Being aware about promotion and offers of his staff.
 To undertake stock taking, global store count.
 To manage 100% tagging.
 To be responsible for proper display of his section.
 To be completely aware merchandise of his section.
 Goal book updating.
 Attending meeting and training.
 Maintain discipline.
 To control section hygiene.
 To see that no chit chat takes place on floor.
 Solve customer’s query and help in shopping.
 HUMAN RESOURCE DEPARTMENT

Functions of HR manager at pantaloons:

According to my knowledge and information I got during my training period following

are the function of HR manager of pantaloons.

Recruitment And Selection

 HR manager of pantaloons has to find suitable candidates using internal sources.

 They also use eternal sources like employment exchange e- recruitment.

 Then after they have to conduct interview, discuss salary and benefits to
employee.

 While conducting interview there is an interview question sheet and aptitude test
which is taken by the HR manager to see the knowledge & eligibility of the
candidates.

 Finally select and hire the right & suitable person at the right place.
 MARKETING DEPARTMENT

Retail location:

Store location is a decisive factor that affect consumer buying decision Due to crowded
market places , frequent traffic jams , parking problem, Tight work schedule, concept of
fast life ,cost of travelling and many other issues , the retail location has its own unique
place in retail business. Actually, retail location is strategic decision that affects
company’s efforts of offer product more conveniently than competitors. It is irreversible
decision once a store comes in to existence; it is fairly difficult to change the location.
Locations add value to retailer’s offer. Retail store location decision must be taken with
due consideration of several significant variable.

Retail Market Promotion /Communication:

Communication is one of the basic issues in retail marketing. Communication is a tool to

inform, to convince and to remind customer. It can also contribute to relation building.
Primary, market communication is used to inform the customer about retailers, their
location merchandise they sell and special benefits and services they offer. Openly
availability of customer care phone number, excessive use of telemarketing and positive
response of customer care cells have magnified the role of communication in retailing.
Most companies offer toll free number to facility contact, query or to registering
complaints.

Pantaloons Fashion and Retail Ltd.

• Advertisement through newspaper

• Television & SMS
• Hoarding
 SUMMER SPRINGS

January Summer end of season sale

February Trouser trail offer

March-April Women’s fest ethnic for pantaloons

brand

May-June Denim wear

July End of season sale

August –September Men’s fest

October-November Festive offer and trouser trail offer

December New year Christmas

 2.3-ORGANIZATION STRUCTURE

CEO

Zonal business manager

Area manager

Store manager

Department Head Ware house Virtual

manager cashier manager merchandise

Fashion Customer
assistant services

Cashier
 2.4-SWOT ANALYSIS

Strength:

 Many years of experience in garment retailing with most popular brands.

 A very wide display area with shop-in shop concept helps to enhance each
and every brand.
 Professionally trained staff to serve the customer.
 Occasionally visited by the consultants from Mumbai for staff training and
guidance.

Weaknesses:

 The public about high price for high quality.

 perception Shall become an obstacle to increase the customer base.
  Lack of brand awareness among the Jamnagar consumer and other
surrounding region.
 Some of the employees do not have the proper communication with the
customer.
 Proper customer relation should be developed at the place of entrance of the
customer store.

Opportunities:

 The increasing base of the customer preferring brands and their increasing
importance for Increasing the standard of living.
 Entry of new brands which are looking for bulk customer hunt in the small
tons.
 Increasing market in small towns looking for good brands. Only shopping
juncture offering A number of brands at one place.
 Yet more corporate tie ups and event celebration can get together people at
the store.

Threat:

 There are already established shops which offer only some brands likes
Westside, jade blue.
 Option etc. are also a competing threat full factor which makes a share in
their total brand Market share.
 The in affordability of the most of the customer as the discretionary here (in
suarastra) is Lower. Due to changes in customer tastes and preferences.
 Due to cut throat competition being spread in each and every area.
 The high prices of the garments can lead the customer from pantaloons to
another shopping Mall.
 Part – III PRIMARY STUDY

3.1-INTRODUCTION TO THE STUDY

“Marketing researches the process or set of processes that links the consumer, customer
and end users to the marketer thorough information used to identify and define
marketing opportunity and problem, generate, refine, and evaluate marketing action,
monitor marketing as a process. Marketing research specifies the information required to
address these issues, designs the method for collecting information, manages and
implements the data collection process, analyses the results, and communicates the
findings and their implications.

It is the orderly assembly, video recording and psychotherapy of qualitative and

quantitative data about issue connecting to marketing goods and military. The goal of
marketing study is to recognize and charge how altering fundamentals of the marketing
mix crash customer behavior. The term is company interchanged.

With market study though specialist practitioners may wish to draw a division in that
market study is disturbed purposely with markets, while marketing research is concerned
particularly about.

To run a winning business, it is critical that you know who your customers are what they
need and how to reach them. Market research can help get precise and specific in
sequence about your customer and competitor, which is a serious part of starting or
expanding your business. Consumer demand impact and direct all aspects of your
company’s activities and can decide the success or failure of your business.

The atmosphere that your business operate in can be very active. Sifts in monetary
situation demographic changes, new system and changes in knowledge can all involve
the way you do business.
Market Research Can help you:

 superior recognize the features and preference of your clients

 Identify chance to increase sales and enlargement your business.
 observe the level of opposition in your market.
 lessen the risk in your business result.
 enlarge and inclusive your industry plan

Recognized businesses thoughts about making important changes, like businesses

expansion or relocation, can also use market research to support their decision. Some
other Common state of affairs that might call for market study contain

 Beginning a new promotion movement.

 Growing production or stock level.
 Introducing new lines of products or services.
 3.2-LITERATURE REVIEW

Gremler and brown ( 1996 ) defined customer loyalty as the extent to which a
customer shows repeated purchasing from a services provider, possesses dispositions of
positive attitude to the services provider, and visit the same services providers whenever
there is a need or demand for similar services arises.

Oliver (1999) loyalty arises through phases cognitive affective, cognitive and action. In
the cognitive phase customer loyalty is based on the assessment of information including
the price to be determined for the product/ brand, qualities etc. affective phase is created
in the content of positive emotion toward the brand. In the cognitive phase the tendency
toward the brand becomes devotion and there is the tendency to stand distant from other
brands. In the action which is the last phase inertia based on the tendency to that brand
started

Butcher ( 2001 ), Caruana ( 2002 ), Chigoe (2006) indicated that customer satisfaction
has mediating effects between customer loyalty and services quality ( tangible ,
reliability , responsiveness, assurance and empathy ). The result reveals that services
quality has significant positive correlation between customer satisfaction and customer
loyalty which is in accordance with the research’s observation. In any business, if the
quality of services is good, customer tends to be satisfied which ensure customer loyalty.

Preeta H. vyas and piyush k. sinha (2008) concluded that as gaining new customer in
the organization is costly affair and therefore, organization need to offer lots of loyalty
Programmed in continuity to retain existing customer and to maintain relationship with
them.
Fornell (1992) extensive literature suggest that both market share customer satisfaction
leads to profitability but it is not certain that market share and customer satisfaction have
a positive connection. Fornell (1992) states that loyal customer are not necessarily
satisfied customer but satisfied customer, but satisfied customer, but satisfied customer
tend to be loyal customer.

Kumar and shah (2004) the main goal of every company is profitability and one
method to achieve this for a company is to gain and maintain loyal customer. If a
company invests resources to build customer loyalty without focusing on profitability it
may lead to failure in the long run.

In present marketing scenario, the study of consumer behavior has become essential.
Consumer is the kings of market. Without consumer no business organization can run.
All the activities of the business concern end with consumers and consumer satisfaction.
Customer behavior study is based on consumer buying behavior, with the customer
playing the three distinct roles of user, payer and buyer.

Consumer buying behavior has become an integral part of strategic market planning. In
order to develop a framework for the study consumer behavior it is helpful to begin by
considering the evolution of the field of consumer research and the different paradigms
of thought that have influenced the discipline.

The article presents review of the literature in the field of consumer buying behavior. the
first section, describes, the important of various factors including lifestyle and its impact
on the consumer buying behavior. Methodological and analytical overview of the
traditional perspective
 3.3-BACKGROUND OF THE STUY

The research is conducted in Jamnagar, one of the cities of Gujarat. The main purpose of
this research is to see the responses of the consumer of the newly opened pantaloons
store in Jamnagar which has just more than 1 year. The research is selected on the basis
of the current changes in the corporate to maintain, sustain and develop themselves in
the changed environment.

This study explores the relationships between two marketing mix elements advertising
and sales promotion and brand equity creation. In particular, the study focuses on
advertising from a quantitative (advertising spending) and qualitative l( general
perception of advertising) perspective. Similarly,

The study investigation the effect of two kinds of sales promotion, i.e. monetary and
non-monetary promotion. Based on a survey of 100consumers of Jamnagar. Finding
show that the content of advertising plays a key role influences brand equity dimensions,
where as advertising spend improves brand awareness but it is not enough to positively
influence brand association. It also finds distinctive effects of monetary and non-
monetary promotion on brand equity. In addition the result show that companies can
optimize the brand equity management process by considering the relationship existing
between the different dimensions of loyalty program.
 3.4-PROBLEM STATEMENT

This is the primary stage of the marketing a search process which involves a clear and
precise understanding of the problem. It is crucial and important that the research team
identifies, understand and defines the problem in its full capacity, as it affects all the
further steps involved in the research process. Process begins with the identification of a
marketing problem or opportunity.

It describes the set of situation in a market and in the company that require to be studied
or new marketing strategy to maintain or improve performances.

It is step which states a problem well defined is half solved, in this nature of the
problem determines the type of study to conduct. A research problem must be perfectly
and precisely defined, making the task of designing a good research easy.

In pantaloon fashion and retail LTD. The problem were

 To know about seasonal sale valuation.

 The problem is continued since last one month..
 The seasonal sale valuation can increase or decrease profits in very huge
amount so its proper valuation is necessary.
 It is very necessary to solve it because if some corrective steps are needed,
then it can be taken fast.
 3.5-RESEARCH OBJECTIVE

The purpose of research is to discover answer the question through the application of
scientific procedures:

Main Objective:

To study the influence of customer loyalty program on the customer behavior purchase

IN PANTALOONS FASHION AND RETAIL LTD THE OBJECTIVE WERE

 To know about seasonal sale valuation

 To know about customer preference for current offer and discount
 To know about the customer preference better than competitors
 To know about the awareness of pantaloons and its media.
 To know about the shopping experience of people.
 4.0-RESEARCH METHODOLOGY

Research Meaning:

Research is a serious academic activity with a set of objectives to explain or analyze or

understand a problem or finding solution for the problem by adopting a systematic
approach in collecting, organizing and the information relating to the problem.

Research Definition:

Research may be defined as the systematic and objective analyze and recording of
controlled observation that may lead to the developments or generalization, principle or
theories, resulting in prediction and possibility ultimate controlled of events.

Sometimes research is defined as a movement, a movement from the known to the

unknown. It is an effort to discover something. Some people say that research is a on
efforts to know “no more and more about less and less”.

Defining and redefining problems formulating hypothesis or suggested solution,

collecting organizing and evaluating data making deductions and reaching conclusions,
and at as carefully testing the conclusion to determine whether they fit the formulating a
hypothesis.

Research may also be defined “ an organized enquiry discussed and carried out to
provide information for solving a problem.
 4.1-RESEARCH DESIGN

Descriptive Research:

A research design is the g of condition for collection and analysis of data in manner
that aim to combine relevance to research purpose with procedure. The research design
adopted for this study is descriptive type. The objective of such a study is to answer
“who, what where and how” of subject under investigation. It is used because of it’s
extensive flexibility scope and convenience. A descriptive research study is basically
concerned with narration of particular individual of group with specific prediction.

Importance Of the Descriptive Research:

 To describe the demographic characteristics of certain groups.

 To estimated the proportion of people in specified population who behave in a
certain way.
 To make specific prediction.
 To determine whether certain variables are associated.
 4.2-SOURCES OF DATA

A research project, when undertaken requires the date or the necessary information. A
researcher has to specify the types of data required and the quantam to undertake the
research.

At the same time researcher has to choose appropriate source from which data to be
gathered. A research project may depend upon two types of data.

There is,

 Primary data:-
 Secondary data:-

Primary Data-

from the Primary data are those data which are collected directly by the researchers
themselves. But, the process of collecting primary data is more complicated. the primary
data is collected by using primary methods such as questionnaires, interview,
observation, Etc. for this study questionnaires are used to collect primary data customer.

Secondary Data-

Secondary data mainly include past record or reports of any organization. Any article or
report published in newspaper, books etc. the data can be collected at less cost of time &
money.
 4.3-DATA COLLECTION METHOD

Information group is the course of assembly and measure information on changeable of

interest, in an reputable systematic fashion that enables one to answer stated investigate
question, test hypotheses, and evaluate outcomes. The data collection element of
research is common to all Field of study counting bodily and social science, humanities,
business, etc. while methods vary by regulation the emphasis on ensure precise and
truthful collection remainder the same.

The data anthology also the respondents reject to assist & do not provide any
information and sometimes provide wrong information. Survey method is the fact that
the person of the interviewer or questionnaire of way of makes big differences in from
interviewers.

Anyway of the field of study or favorite for important data ( quantitative, qualitative ) ,
accurate data collection necessary to maintain the integrity of research. Both the
selection of suitable data collection instruments (existing, modified, or newly developed
) and obviously delineate education for their correct use reduce the probability of errors
happening .

A formal data compilation process be necessary as it ensure that data gather are both
defined and precise and that following decision based disagreements embodied in the
finding are valid.
 4.4-POPULATION

Population is an aggregate of element or units from which information is to be collected.

it refers to the whole mass viewer responding the channel. in short any finite or infinite
aggregation of all possible object under study not necessarily animate is called a
population.

In my project report for customer response towards the entire customer from Jamnagar.

For Pantaloons Fashion And Retail LTD :

 Data collection sources : primary data

 Instrument used: questionnaire
 Type of questionnaire : structured questionnaire
 4.5-SAMPLING METHOD

It is not feasible to go for a population survey because of this numerous consumer and
their scattered location. But in case of existing customer the sampling process is perfect
and accurate.

There are mainly two types of sampling methods:

 Random Sampling Method

 Non-Random Sampling Method

I have Used a Random Sampling Method :

Random Sampling Method:

In random sampling includes various types of sampling is there research which has
given below:

 Simple random
 Stratified
 Cluster
 Systematic

 multistage

Non random sample method:

 Quota
 Convenience.
 Judgment
 Snow ball
 4.6- SAMPLINF FRAME

Definition of Sampling:

Measuring a small portion of something and then making a general statement about the
whole thing process of selecting a number of units for a study in such a way that the
units represent the larger group from which they are selected.

Today’s marketing research projects are larger, and sometimes indefinite number of
items is involved. Practically, it is not possible to study all the people or items under
study. For less time, less money, and ease, the sample seems more practical. Most
marketing research projects depend on the sample survey rather than the totality survey.
Whether to use a census or a sample depends on a number of factors, such as type of
census, degree of homogeneity / heterogeneity, costs , time, feasibility to study , degree
of accuracy needed , and some other.

 Target population must be defined.

 Sampling frame must be determined.
 Sampling technique selected.
 Sample size must be determined.

In pantaloon fashion and retail LTD.

The decision on sample size is very crucial one. Reliability of the research project can be
increased with the increased in number of sample to be surveyed. But at the same time
of collecting samples also increase. Moreover, it is worth to point out that sampling error
can be decreased with the increase in number of samples but not Non- sampling error
increase simultaneously and vice versa.

In this project I have surveyed 100 respondents who are in contact with ADITYA
BIRLA PANTALOONS GROUP (Rajkot)
 4.7-DATA ANALYSIS & INTERPRETATION

1] Age: ………………

a) 18-30 c) 40-60

b) 30-40 d) Above 60

Particular No .of respondents

18-30 55%
30-40 25%
40-60 11%
Above 60 9%

Age

9%

11%
18-30
30-40
40-60
55%
25% above 60

Interpretation:

 From have graph we can conclude that there are 55% of customer 18-30 of age.
Respondents 25 % customer of age 30-40. And other 9% respondents are above
60 age.
2] Gender : ……………..
a) Male b) Female

particular No. of respondents

Male 54%
Female 46%

Gender

46% male
female
54%

Interpretation:

 From above graph we can conclude that there are 54% male respondents and 46
% female respondents.
3] Occupation : ……………………..
a) House wife c) Businessman
b) Salaried person d) Student

particular No. of respondents

House wife 44%

Salaried person 31%

Businessman 24%
Student 1%

Occupation
1%

24%
Housewife
44%
salaried person
businessman
student

31%

Interpretation:

 From above graph, we can conclude that there are 44% respondents who are
housewife’s and are other occupation 31% respondents are doing other
occupation 24 % respondents are doing businessman and 1% respondents are
students.
4] At what intervals do you visit at pantaloons?

a) 1st visit c) Once in 3 to 6 month

b) Once in a month d) only during sale

particular No. of respondents

1st visit 15%

Once in a month 35%
Once in 3 to 6 month 25%
Only during sale 25%

visit at pantaloons

15%
25%

1st visit
once in a month
once in 3 to 6 month
only during sale
35%
25%

Interpretation:

From above graph we can conclude that there are 15% people are 1 st visit’s at
pantaloons and other 35 % respondents are people visit at pantaloon once in a month
and 25 % respondents are people in pantaloon once in 3 to 6 month visit at pantaloon
and 25 % respondents are people visit in pantaloons only during of sale.
5] How did you get Awareness about pantaloons?
a) By friends and relative c) Hoardings
b) Newspaper and advertisement d) From any Event

particular No. of respondents

By friends and relative 65%

Newspaper and advertisement 15%
Hoardings 10%
From any event 10%

Awareness about pantaloons

10%

10%
by friend and relative
Newspaper advertisement

15% Hoarding
From any Event
65%

Interpretation:

From above graph, we can conclude that there are 65 % respondents are people by
friend and relative and other respondents are 15% of people newspaper advertisement
and respondents are doing other 10 % hoarding and from any event people are aware.
6] Which of the below feature attracted you to visit pantaloons again?
a) Variety of garments c) Attractive price
b) Customer services d) Good quality

particular No. of respondents

Variety of garments 25%

Customer services 10%
Attractive 10%
Good quality 55%

Attracted you to visit pantaloons

25%

Variety of garments
55% 10% customer services
Attractive price
10%
Good Quality

Interpretation:

From above graph, we can conclude that there are 25% respondents who are doing
variety of garments 10% respondents are doing other customer services and respondents
are doing 10 % attractive price and 55% respondents are doing other good quality.
7] Are you member of pantaloon’s loyalty programmed ?
A) yes b) No

particular No .of respondents

Yes 96%
No 4%

Member of pantaloons

4%

yes
No

96%

Interpretation:

From above graph, we can conclude that there are 96% people are member of pantaloon
in 4% people are not member in pantaloons.
8] If yes then which features do you like the most.
a) Free enrollment
b) Mobile base program ( no need to carry card )
c) No question asks relax exchange policy (90 days )
d) Earn & redeem point

particular No. of respondents

Free enrollment 29%

Mobile base program ( no need to carry card ) 29%
No question asks relax exchange policy ( 90 days ) 41%
Earn & redeem point 1%

Green card feature

1%

free enrollment
29%
41%
mobile base program

no question asks relax exchange

29% policy
Earn & redeem points

Data analysis & Interpretation:

From above graph, we can conclude that there are 29% people select are free enrollment
and respondent who are doing 29% people are select mobile base program respondents
41% select are no question asks relax exchange policy and are doing other 1%
respondents are select Earn & redeem points.
9] Are you getting offer communication for pantaloon?
a) Yes b) No

particular No. of respondents

Yes 96%

No 4%

communication offer for pantaloons

4%

Yes
No

96%

Interpretation:

From above graph, we can conclude that there are 96% people are select communication
offer for pantaloons and other respondents are doing 4 % people are not select
communication offer for pantaloons.
10] Give your view about current offer and discount ?
a) Ok c) Excellent
b) good d) Not enough

particular No. of respondents

Ok 10%
Good 20%
Excellent 70%
Not enough 0%

About current offer and discount

0%

10%

20%
Ok
Good
70% Excellent
Not enough

Interpretation:

From above graph, we can conclude that there are 10% respondents are select ok and 20
% respondents are doing people are select good and 70 % people are respondents are
select in excellent and other people are not respondents of not enough.
11] Did the product purchased from pantaloons store satisfy you?
a) Yes b) No

particular No. of respondents

Yes 96%
No 4%

satisfy product purchased from pantaloons store

4%

Yes
No

96%

Interpretation:

From above graph, we can conclude that there are 96 % respondents are people are
satisfy product purchased from pantaloons and other 4% respondents are people in no
satisfy product purchased from pantaloons store.
12] Would you recommend product of pantaloons to your friends and relative ?
a) Yes b) No

particular No. of respondents

Yes 96%

No 4%

Recommend product of pantaloons to your

friends and relative

4%

Yes
No

96%

Interpretation:

From about graph, we can conclude that there are 96% respondents people are
recommend product of pantaloons to your friends and relative and other 4% people are
not select recommend product of pantaloons.
13] According to you what are the best product of this company ?
a) Men’s wear c) ladies western
b) Ladies wear d) Kid’s wear

particular No. of respondents

Men’s wear 55%

Ladies wear 33%
Ladies western 11%
Kid’s wear 1%

best product of this company

1%

11%

men's wear
ladies ethnic
ladies western
33% 55%
kid's wear

Interpretation:
From above graph, we can conclude that there are 55% respondents people are men’s
wear select and other people are 33% respondents people are select ladies ethnic and
11% people are selected are best product of ladies western and other 1% are select of
kid’s wear.
14] How was your shopping experience?
a) Bad c) better
b) Good d) Excellent

particular No. of respondents

Bad 15 %

Good 30%
Better 15%
Excellent 40%

Sales

15%
40%
Bad
30% Good
Better
Excellent
15%

Interpretation:

From above graph, we can conclude that there are people are not respondents are bad.
And 41% respondents are doing good. And other 57% people are respondents are better
and other 2% respondents are excellent.
15] What did you think about our price ?
a) Very high c) Low
b) High d) Very low

particular No. of respondents

Very high 33%

High 55%
Low 11%
Very low 1%

Think about our price

20%
35%

10% very high

high
low
very low
35%

Interpretation:

From above graph, we can conclude that there are 35% respondents are very high price
and other people are respondents are 35% respondents are high price and 10%
respondents are low price and are doing other people 0 % people are very low price.
16] Are you satisfied with pantaloons?

a) Yes b) No

particular No. of respondents

Yes 97%
No 3%

Satisfied with pantaloons

3%

Yes
No

97%

Interpretation

From above graph, we can conclude that there are 97% respondents are satisfied with
pantaloons and other 3% people are not respondents satisfied with pantaloons.
17] According to you which feature of pantaloons attract customer to shopping
from pantaloons?
a) Brand c) Customer services
b) Schemes d) Quality of product

particular No. of respondents

Brand 23%
Schemes 47%
Customer services 29%
Quality of product 1%

Features of pantaloons attract customer to shopping from

pantaloons
1%

23%
29%

Brand
schemes
Customer services
quality of product
47%

Interpretation:

From above graph, we can conclude that there are 23 % people are respondents at brand
and other 47% people are respondents of schemes and respondents who are doing 29%
of select at customer services and 1% people are selected quality of product.
18] Does the staff of this company helpful?
a) Yes b) No

particular No. of respondents

Yes 95%
No 5%

Staff of this company helpful

5%

Yes
No

95%

Interpretation:

From above graph, we can conclude that there are 95 % respondents are staff of this
company helpful and other people is respondents are 5% of people are not respondents.
19] Does pantaloons company have an extensive stock that can cater to the needs
of a customer?
a) yes b) No

particular No. of respondents

Yes 97%
No 3%

extensive stock that can cater to the needs of

a customer

3%

Yes
No

97%

Interpretation:

From above graph, we can conclude that there are 97% are respondents of yes and other
people are not respondent’s extensive stock that can cater to the needs of a customer.
20] Which outlet do you prefer rather than pantaloons do you why?
a) Jade blue c) Reliance
b) Westside d) Local market

particular No. of respondents

Jade blue 33%

Westside 38%
Reliance 28%
Local market 1%

Outlet do you prefer rather than pantaloons

1%

28% 33%

jade blue
westside
reliance
Local market
38%

Interpretation:

From above graph, we can conclude that there are above 33% respondents choose jade
blue and other people are respondents 38 % select of Westside and other people are
respondents of 28% people select are reliance and other people are select local market.
 Testing of Hypothesis

𝑯𝟎 : There is no significant impact of loyalty program and membership

of Pantaloons.
𝑯𝜶: There is a significant impact of loyalty program and membership
of Pantaloons.

Attributes 𝒇𝒐 𝒇𝒆 (𝒇𝒐 − 𝒇𝒆) (𝒇𝒐 − 𝒇𝒆)𝟐 (𝒇𝒐 − 𝒇𝒆)𝟐

𝒇𝒆

Free enrollment 29 25 4 16 0.64

mobile based 29 25 4 16 0.64
program
90 days exchange 41 25 16 256 10.24
policies
Earn and redeem 1 25 -24 576 23.04
point

(𝒇𝒐 − 𝒇𝒆)𝟐
𝒙𝟐 =
𝒇𝒆

= 18

𝜶 = 𝟎. 𝟏𝟎
𝒅𝒇 = 𝒏 − 𝟏
=4−1
=3

𝑥 2 Tabulated= 6.2514
𝑥 2 Calculated= 34.56

∴ 𝑥 2Calculated > 𝑥 2 tabulated

Alternate is accepted & null is rejected.
Interpretation:
From above calculation, it can be stated that null hypothesis is rejected as it is higher
than alternative hypothesis. So it can be said that there a significant differences in
preferences towards the brand of pantaloons.
 5.0-FINDINGS

The finding are as the follows:

 Most of the are getting awareness about company from their friends and relative.
 Giving cost benefit to regular customer will help build a strong loyal customer
base.
 Majority of respondents are found complaining about the variety of products,
different sizes not available than other pantaloons stores.
 Company should also increase brands in their store.
 Pantaloons are very good brand ambience but they should work on improving
services and staff.
 5.1-CONCLUSION

The present study tried to understand the factor that affect customer’s decision to accept
or not accept the membership of a loyalty program, through a qualitative study,
comprising of 25 in depth interview. The five main themes that emerged from the study
are purchase attitude concerns, loyalty program characteristics and sales person’
expertise. The finding from this research may help firms to structure loyalty programs
that readily accepted by customers. However, while the factors revealed from the present
study are important they are essentially preliminary in nature. A more extensive
quantitative study would be undertaken in future to validate the findings of the present
study.

It is found out that those consumer who had positive experience with the brand and a
positive brand equity and are loyal consumer of the company. Within every interval
there is a need to monitor the functioning and the factor that are affecting the loyalty
program decide the requirement of loyalty program.
 5.2- LIMITATION OF THE STUDY

Certain limitation have been encountered while doing this project due to which the
information collected and conclusion that was arrived on may have some variance.

Following constraints were encountered while doing the project

 Respondents are were not ready to give appointments.

 Date had to be collected according to the convenience of the respondents and

therefore time management became a major hurdle.

 It was seen that sometime the respondents postponed a meeting.

 Some question are not properly understood by customer.

 This project report only basic on Jamnagar pantaloons store customer, it’s main
limitation

 Respondents are loyal customer (customer green card members) so it’s a

limitation .

 Some customer want respondents but lack of time so they are not respondents
.
 Limit no. of customer are taken as sample.
 Bibliography

 Philip Kotler (Yr): marketing management A south

Asian perspective Pearson Education 13th Edition.

 Naval Bajpai (Yr): research methodology and Pearson

Education 7th Edition.

 Sivakumaren, K. S. (2015). Electronic thesis and

dissertations (ETDs) by Indian universities in
Shodhganga project: a study. Journal of advances in
library and information science, 4(1), 62-66.
 Son, J., Jin, B., & George, B. (2013). Consumers'
purchase intention toward foreign brand
goods. Management Decision, 51(2), 434-450.

 Eidiani, M. (2010). A review of the concepts of

network losses. Article· January.
Eidiani, M. (2010). A review of the concepts of
network losses. Article· January