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II 5% Off On Every Products II: (2019-2021) Jharkhand Rai University
II 5% Off On Every Products II: (2019-2021) Jharkhand Rai University
ON
RELIANCE FRESH
‘’CUSTOMER SATISFACTION’’
( 2019-2021)
JHARKHAND RAI UNIVERSITY
DECLARATION
I hearby declare that the project is entilted is an out come of my efforts under the guidance
of prof. Abhishek pratap. The project is submitted to the university of jharkhand .for the
partial fulfilments of the bachelor of bussiness administration examination 2019-2021.
i also declare that this project report has been submitted for the award of any
degree / diploma / certificate in this university or any other universities.
_____________________
(Signature of Candidate)
Saurav Lakra
MB/19/012
MBA 3rd sem
2
CERTIFICATE BY GUIDE
3.Fullfilment The Requirement Of The Ordiance Relating To The Mba Degree Of The
University.
Place:
Date: __________________
(Signature of guide)
Assistant Professor
Commerce And Management
Jharkhand Rai University.
3
ACKNOWLEDGEMENT
I have taken efforts In this project , However it would not have been possible without the
kind support and help of many individuals and friends .i would like to extend my sincere
thanks to all of them.
I am highly indebted to prof.Abhishek pratap for his guidance and constant supervision as
well for providing necessary information regarding the projects and also for his supports in
completing the project.
I would like to express my special thanks to all the respondents ho have given their precious
time in answering my questionnaire and completing the 50 respondents survey.without
their cooperation and contribution I will not have the opportunity to complete this project.
I also want to thank the manager of reliance mart for giving me such attention and time and
given some information and ideas for this project.
At last I want to thank all the people who have willingly helped me out with their abilities for
this project.
Thank you
____________________
(Signature of Candidate)
Saurav Lakra
MB/19/012
MBA 3rd sem
4
DECLARATION----------------------------------------------------------------------------------------------- I
CERTIFICATE BY GUIDE------------------------------------------------------------------------------------II
ACKNOWLEDGEMENT-------------------------------------------------------------------------------------III
TABLE OF CONTENT----------------------------------------------------------------------------------------IV
TABLE OF CONTENT
TOTAL PAGES 34
5
CHAPTER I
INTRODUCTION
6
INTRODUCTION
Reliance fresh:
Reliance Fresh is the convenience store format which forms parts of the retail business of
Reliance industries of india which is headed by Mukesh Ambani .Reliance plans to invest in
excess of Rupees 250 billion in next 4 years in their retail division. The company have already
453 reliance fresh outlets across the country . This stores sells fresh fruits and vegetables
,staples ,groceries ,beverages,processed and dairy items etc.
Typically Reliance fresh store is is approximately 3000-4000 sqare feet and caters to a
catchment of 2-3 km.
Reliance Retail started its journey in 2006 with the opening of its first Reliance Fresh store.
Today Reliance Retail operates 621 Reliance Fresh and Reliance Smart stores and sells over
200 metric tonnes of Fruits and over 300 metric tonnes of Vegetables every day.
Reliance Fresh is India’s leading neighbourhood retail chain, synonymous with freshness &
savings. With the three core promises of Fresh Hamesha, Available Hamesha and Savings
Hamesha, Reliance Fresh is a one-stop-shop for fresh shopping, fresh savings and fresh
happiness.
From fresh fruits & vegetables to dairy, cereals to spices, processed food & beverages to
home & personal care products, we have the entire gamut of your grocery needs covered.
Across our stores, we retain a strong customer centric approach to meet all your shopping
needs - be it routine or seasonal, well known brands or popular local products.
7
History
Post launch, in a dramatic shift in its positioning and mainly due to the circumstances
prevaling in UP, West Bengal and Orissa, it was mentioned recently in news dailies that,
Reliance Retail is moving out of stocking fruits and vegetables. Reliance Retail has decided to
minimise its exposure in the fruit and vegetable business and position Reliance Fresh as a
pure play super market focusing on categories like food, FMCG, home, consumer durables, IT
and wellness , with food accounting for the bulk of the business.
The company may not stock fruit and vegetables in some states. Though Reliance Fresh is
not exiting the fruit and vegetable business altogether, it has decided not to compete with
local vendors partly due to political reasons, and partly due to its inability to create a robust
supply chain. This is quite different from what the firm had originally planned.
The retail company of reliance fresh was established in Hyderabad ,whereas the company
mainly focused on the fresh produced vegetables and fruits at comparatively low price
along with an introduction of farm to fork theory.
8
CHAPTER II
LITERATURE
REVIEW
9
LITERATURE REVIEW
Store:
Meaning :
Store Keeping Is A Service Function Which Deals With The Physical Storage Of
Goods Under The Custodianships Of A Person Called Store Keeper Or Stock
Controller .
Functions Of Stores:
Identification.
6. Keeping all the records of transction done ,receips and expenditure etc.
7.To Check wheather the expiry products is not kept in the self.
Retail store:
Retail store is the sale of goods and services from individuals or business to the end
users . Retailers are the the part of an integrated system called the supply chain .
A retailer purchase goods or products in large quantity from manufacturer directly or
through a wholesale , and then sells smaller quantities to the consumer for the profit .
10
Types of products
Hard good include – appliances,tools ,electronic and sporting goods etc. goods that
Soft goods include-Appreal ,clothing , bedding and other fabrics goods that are
consumed after one use or have a limited period in which you use them.
Customer service
Store location:
Meaning:
Having a good location for retail is one of the crucial impacts in the case of
the marketing strategy of retail because many of the associated long term
decisions and commitments depends on the location of the retail.Having a
good location is one of the primary elements in attracting prospects and
customers.
CHAPTER III
METHODOLOGY
AND RESEARCH
DESIGN
13
Sources of data:
Primary data
Secondary data
Primary data:
The primary data was collected by means of a survey.Questionaire were prepared for
survey. This questionnaire were filled by some of my friends and customers of reliance
fresh through google forms online survey.The questionnaire contains 10 questions
which reflects the type or quality of products provided by reliance fresh customers.
Secondary data:
The secondary data was collected by from various sources such as books ,Official
sites,various search engine like google,yahoo etc.
Research Design:
The Research design is exploratory till identification of customers services
parameters. Later it becomes descriptive when it comes to evaluating customer
perception of customer service of the Reliance fresh.
14
RESEARCH SAMPLE:
SAMPLING PLAN :
SAMPLE SIZE:
The work is a case of Reliance Fresh one of the Retail Sector industry together
representing great percent of the market share of Indian retail sector . The survey
was conducted in the city of ranchi/ jharkhand with 50 customers as a
respondents .
15
CHAPTER IV
DATA ANALYSIS
AND
INTERPRETATION
16
Scale NO OF PERCENTAGE
RESPONDENTS
Twice In A Week 13 26%
Once In A Week 22 43%
During Specials 16 31%
TOTAL 51 100%
PERCENTAGE
50
45
40 43
35
30 Twice in a week
31
25 once in a week
26
20 During special offers
15
10
5
0
Twice in a week once in a week During special
offers
INTERPRETATION:
This shows that how frequentely customer visit reliance fresh and buy their products.The
highest responses have been attributed to once in a week 43% shopping.where 31% customer mostly
buy at special offers.26% twice in a week .
17
PERCENTAGE
NO
12%
yes
NO
yes
88%
INTERPRETATION:
88% Of Customer Agree That Store Is Easily Accessible To Them And 12% Says That Not Easily
Accessible.
18
Q.3) DO YOU AGREE IF STORE IS NEAR BY YOUR LOCATION THEN INSTEAD OF GOING OTHER
STORE YOU WILL VISIT AT RELIANCE FRESH TO PURCHASE MORE NO OF PRODUCTS?
Total 52 102%
PERCENTAGE
60
50 55
40 43
Strongly Agree
Agree
30
Disagree
20
10
4
0
Strongly Agree Agree Disagree
INTERPRETATION:
Most of the respondents agree that (43%) if store near their location then they will not visit
other store. 54% respondent strongly agree to visit reliance fresh,4% of the respondent disagree .
19
Q.4) Do You Think Price Of The Product And Services Different According To Location?
Yes 31 62%
No 19 38%
Total 50 100%
PERCENTAGE
No
38% yes
No
yes
62%
INTERPRETATION
62% of the respondents believe that price of the product and services is according to the
location,where 38% believe that not according to the location.
20
Q.5)Do you find, the price in the other stores less than reliance fresh?
PERCENTAGE
yes No
yes
33%
No
71%
INTERPRETATION
Huge no of respondents believe that the price of reliance fresh is less than the other store 71%
of respondents believe,where only 33% of respondents didn’t find that the price is not less in
Q.6) How Is The Quality Of The Products Or Services You Get At Reliance Fresh Compared
PERCENTAGE
60
50 54.9
40 43.1
GOOD
30 VERY GOOD
BAD
20 VERY BAD
10
0 1
0
GOOD VERY GOOD BAD VERY BAD
INTERPRETATION
55% of customers believe that price and quality of products is good and little less 44% customers
believe that quality and products is very good.where 0% and 1% customers find that quality and
products is Bad and very bad.
22
Q.7) Do You Think ,This Area Is At Appropriate Location For Reliance Fresh?
yes 43 86%
No 08 16%
Total 100 102%
PERCENTAGE
No
16%
Yes
86%
INTERPRETATION
Yes , 86% of customers find that the reliance freh is at appropriate location where as only
PERCENTAGE
word of
mouth
49%
Televison Ads Televison Ads
29%
Hoardings/Boardings
News paper
33% News paper
word of mouth
Hoardings/Boa
rdings
29%
INTERPRETATION
Most of the Customers Knows The Offer Through word of mouth i.e 49% , And 33% Of Customers
Knows The Offer Through News Paper,Where As Only 29% and 29% Of Customers Knows Through
television ads and hoardings and boardings
24
Q.9) According To You What Percentage Of Customer Of Reliance Fresh Live In This Area?
yes 41 82%
No 09 18%
Total 100 100%
PERCENTAGE
YES No
No
18%
YES
82%
INTERPRETATION
it has been known that 82% of customers live in this area, whereas 18% of customers did not live in
this area.
25
70
60 63
50 54
46
40
42
30 33 34
20
20
10
10
4
0
GOOD AVERAGE BAD
INTERPRETATION;
CHAPTER V
FINDINGS,
SUGGESTION, &
CONCLUSION
27
Findings
It is found from this research study that the most influencing factors for the
selection of the store are consumer base ,visbility to store and location cost.
From the study it is found that mainly female respondents visit reliance fresh for
purchase of fresh fruits and vegetables.
On analysis it is found to be that 26 percent customers visit reliance fresh twice in
a week 43 percent once in a week and during specials offers 31 percent visit
reliance fresh.
Respondents are happy with fnv section because they are getting the sample of
fruits and vegetables before purchasing .
It is found from the study that most of the respondents happy that store is easily
accessible to them and only 12 percent says not easily accessible.
By the survey it was found that 55 percent strongly agree that if store is near by
their location then they will not go to other store to purchase and 43 percent agree
that they will not got other store where as 4 percent respondents disagree.
It was found that 62 percent customers product and services is according to
location where as 38 percent respondents think that product and not according to
location.
It is found that 33 percent customers given their response yes that price in other
store less than reliance fresh.where 71 percent said NO that the price of reliance
fresh is less than the other store.
From the study it is found that most of the people are coming to reliance fresh for
shopping as compare to other store, due to its good offers , clean and hygienic ,
better customer service and better quality of products.
It is found that mostly 49 percent customers know the offers through word of
mouth and 33 percent from news paper where as 29 percent through television and
hoardings and boardings.
Most of the respondents visits reliance fresh because the parking area is good and
they feel safe for their for their vehicles and no parking cost.
As such a positive response constituting a major segments in all the above factor .i
can say that customers satisfying with the service in reliance fresh compare to their
previous visit.hence I can say customers will maintain long term relationship with
the enterprises.
28
SUGGESTIONS
Some respondents said that sales executive performance should be improved they
should get proper training.
Some percent of respondents said that online delivery system need to be improved
delivery executives is not delivering the products at time so necessary steps need to
be taken.
11 percent customers said that their should be increase of billing counter.
20 percent respondents said that every executive should wear gloves and mask in
covid.
33 percent of customers said that quality and cleaness need to be improved.
Some respondents said that no quick response of executive .And some respondents
said service is Is not good at all,so traning should be given to those executives and
need to motivation.
Some percent of respondents said that product availability need to be improved . Thus
the store is recommended to continuously replace and refill on display and in stock.
some customers are not satified with the remainders and alerts from the store .hence
the store has to take necessary step to satify the customers.
Some respondents said that reliance fresh pricing strategy is high in comparision with
other super market.hence necessary steps to be taken.
some respondents said that they are not satisfied with the counter transction.
Through analysis it was also found that some customers are not happy with the billing
experience.thus it should to find out the causes for negative response and to work on
it.
So that ,it leads to overall customers satisfaction and enhance adds a configuration
towards maintaining long term relationship with them.
29
Conclusion
BIBLIOGRAPHY
Help taken from friends,Manager of Reliance Mart.
www.google.com
www.yahoo.com
www.wikipedia.com
31
ANNEXURE
Dear sir /Maam
I assure you that the data you providing will be kept confidential and it will be used only for
academic purpose.
QUESTIONNAIRE
Personal Details
___________________
___________________
Q.)Gender
Male Female
Q.)Age
Q.) Occupation
Questionnaire:
Q2)Do You Think This Reliance Fresh Store Is Easily Accessible To You?
Yes No
Q.3) Do You Agree Accessibility To Store Is A Factor While Going To Any Store?
Q.4) Do You Think That Price Of The Product And Services Different According To
Location?
Yes No
Q.5)Do You Find ,The Price Of Other Store Less Than Reliance Fresh?
Yes No
Q.6) How Is The Quality Of The Products Or Services You Get At Reliance Fresh Compared
Q.7) Do You Think ,This Area Is At Appropriate Location For Reliance Fresh?
Yes No
Televison Ads
Hoardings/Boardings
News paper
word of mouth
Q.9)According To You What Percentage Of Customer Of Reliance Fresh Live In This Area?
A)Parking Space
B)Signage