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  • 1. A PROJECT REPORT ON “THE STUDY ON CUSTOMER SATISFACTION OFPEOPLE OF VADODARA AT VADODARA CENTRAL” Undertaken at: VADODARA CENTRAL, VADODARA Submitted by: SAGAR GAUR. M (06MBA53) Guided by: MR. BHAVESH VANPARIYA MBA (2007-08) SHRIMAD RAJCHANDRA INSTITUTE OF MANAGEMENT AND COMPUTER APPLICATION 1
  • 2. DECLARATIONI hereby declare that the summer project report titled “The study oncustomer satisfaction of people of Vadodara at Vadodara Central referenceto Vadodara city” is an original piece of work done by me for the fulfillmentof the award of degree of Master of Business Administration, and whateverinformation has been taken from any sources had been duly acknowledge.I further declare that the personal data & information received from anyrespondent during survey has not been shared with any one and is used foracademic purpose only. SAGAR GAUR .M 2
  • 3. ACKNOWLEDGEMENTI wish to convey my special thanks to Mr. Rajesh Gandhi (Sr.Mark Mang)and to Miss. Arpita Joshi (Asst Mark Mang) at Vadodara Central, who hasbeen a constant source of inspiration and encouragement to me. I feel immense pleasure in expressing my deep sense of respect andindebtedness to my institute project guide, Mr. Bhavesh Vanpariya, Faculty,Shrimad Rajchandra Institute of Management & Computer application,Tarsadi for his valuable guidance throughout preparation of this report.I feel immense pleasure to thank Dr. Bankim Patel, Director, ShrimadRajchandra Institute of Management & Computer application (SRIMCA),Tarsadi for making available all facilities in fulfilling the requirements forthe research work.I am sincerely thankful to all the faculty member of MBA department whodirectly or indirectly supported me during the project. I am also thankful toall the non-teaching staff of SRIMCA for their kind support. SAGAR GAUR.M 3
  • 4. EXECUTIVE SUMMARYPurpose: - To study the customer satisfaction of people of Vadodara atVadodara Central.Design methodology approach:-The project report includes the information regarding the industry profile,profile of Pantaloon Retail India Ltd and about Central. It also gives detailsabout the major findings from study and the research methodology, dataanalysis and interpretation, conclusion and suggestions to improve theperception and satisfaction level of the customers of Vadodara Central.Data Collection:-In the research project the primary data collected through questionnaire.And my sample size was 150 customers of the Vadodara Central at NearGenda circle, Wadi Wadi, Baroda.Statistical Tools:-For analysis purpose, SPSS (Statistical Package for Social Science) soft warewas used through which I had done different tests for the data analysis andinterpretation purpose like (One sample T test, Eta test, Chi square test,Correlation, Cross tabulation).Research design and Sampling method:-The research design is descriptive. Sampling design is Non-probability andsampling method is convenience sampling because of time and moneyconstraints. The sample size is 150 customers of Vadodara Central, NearGenda circle, Wadi Wadi, Baroda. (51 students, 22 professional, 27business person, 36 Govt & Pvt service, 10 self employed & retired and 4house wives).Conclusion and Findings:-The wide range of the product is available for all the age group people atcentral. The people are satisfied with the service quality and they feeloutstanding about the staff of the Central. The arrangements of theproducts and physical facility are very good.People are preferred Central as most preferred destination for shoppingat Vadodara city and most of the people are visiting the mall twice and 4
  • 5. thrice in a month for shopping. The major purchase done by the 20 to 30years of the age group people.Pantaloons and Westside are the other preferred choice for the people ofVadodara for shopping in the Vadodara city.Recommendation:-Some more products which are needed for the life style maintaining and therange of the available products should be increased.The Vadodara Central will face a close competition from Big Bazaar and upcoming retail malls and retail malls which are existing from other malls ofdifferent business groups, so the Central should also concentrate on middleclass of peoples and put some product of lower price so that they will alsopreferred Central for the shopping than other stores. 5
  • 6. TABLE OF CONTENTSSr. Topic PageNo. No.1.0 Introduction 1.1 Industry Profile 10 1.2 Company Profile 12 1.3 Central Profile 13 1.4 Literature Review 142.0 Research Methodology 2.1 Problem definition 17 2.2 Objectives of Study 18 2.3 Research Methodology 18 2.4 Statistical Test Used 21 2.5 Statistical terms used 213.0 Data Analysis & Interpretation 234.0 Conclusion 835.0 Recommendations 856.0 Bibliography 87 Appendix 89 6
  • 7. INTRODUCTION 7
  • 8. INTRODUCTION1.1 INDUSTRY PROFILERetail is India’s largest industry, accounting for over 10 percent of thecountry’s GDP and around eight percent of the employment. Retail industryin India is at the crossroad. It has emerged as one of the most dynamic andfast paced industry with several players entering the market. But becauseof the heavy initial investments required, break even is difficult to achieveand many of these players have not tasted success so far. However, thefuture is promising, the market is growing, government policies arebecoming more favorable and emerging technologies are facilitatingoperations.Retailing in India is gradually inching its way toward becoming the nextboom industry. The whole concept of shopping has altered in terms offormat and consumer buying behavior, ushering in shopping in India.Modern retail has entered India as seen in sprawling shopping centers,multi-stored malls and huge complexes offer shopping, entertainment andfood all under one root.The Indian retailing sector is at an inflexion point where the growth oforganization retailing and growth in the consumption by the Indianpopulation is going to take a higher growth trajectory. The Indianpopulation is witnessing a significant change in its demographics. A largeyoung working population with median age of 24 years nuclear families inurban areas, along with increasing workingwomen population and emergingopportunities in the services sector are going to be the key growth drivers ofthe organized retail sector in India.SomeKeyFacts:-- Retail is India’s largest industry, accounting for over 10 per cent of thecountry’s GDP and around eight per cent of the employment- The market size of Indian retail industry is about US $312 billion- Organized retailing comprises only 2.8 per cent of the total retailingmarket and is estimated at around US$ 8.7 billion- The organized retail sector is expected to grow to US $ 70 billion by2010 8
  • 9. Every company is interested in organized retail, and too much money iscoming into the industry. Three big groups comprising Reliance industries,the Bharti-Wal-Mart combine, TATA and the Aditya Birla group – have liedup investments in excess that figure. Then there is other like the Herogroup that is talking of getting into organized retail.The reason for so much investment in that industry is that retail is astrategic industry. It’s the point where supply ad demand converges.Anyone who controls this point even in any significant way-can become adecisive force in the economy, but the bigger reason why companies are sointerested in organized retail is the sheer size of the opportunity. Currently,organized retail covers only 3% of the total market which is very lesscompared to over 60-70% levels in western countries.No fresh demand needs to be created, it already exists. The only challengeis to pull consumers away from Kirana stores, or roadside hawkers orneighborhood markets into cleaner and better laid out shoppingenvironments. Indeed, when retailer is down, it’s not because there was nodemand, it’s usually because the retailer wasn’t efficient enough to giveconsumers a better value proposition. 9
  • 10. 1.2 COMPANY PROFILEPantaloon Retail (India) Ltd, is India’s leading retail company with presenceacross food, fashion, home solutions and consumer electronics, books andmusic, health, wellness and beauty, general merchandise, communicationproducts, e-tailing and Leisure & Environment.Headquartered in Mumbai (Bombay), the company operates through 3.5million square fact of retail space, has over 100+ stores and 30+ cities inIndia and employs over 14,000 people. The company owns and managesmultiple retail formats catering to a wide cross-section of the Indian societyand its width ad depth of merchandise helps it capture almost the entireconsumption basket of the Indian consumer.For the financial year ended June 2006, it had gross sales of Rs. 2,018.76cr.Founded in 1987, pantaloon Retail forayed into retail in 1997 with theopening up of a chain of department stores, Pantaloons.In 2001, it launched Big Bazaar, a hypermarket chain, followed by FoodBazaar, a supermarket chain. It went on to launch Central, a first of itskind, seamless mall located in the heart of major Indian cities. Some of itsother formats include, Collection I (home improvement products), E-Zone(consumer electronics), Depot (books, music, gifts and stationeries), all(fashion apparel for plus-size individuals), Shoe Factory (footwear) and BlueSky (fashion accessories). It has recently launched its e-tailing venture;some of the group’s subsidiaries include Home Solutions Retail India Ltd,Future Bazaar (India) Ltd and Converge M Retail (India) Ltd, which leads thegroup’s foray into home improvement, e-tailing and communicationproducts, respectively.Other group companies include Pantaloon Industries Ltd, GalaxyEntertainment and Indus League Clothing. It has also entered joint ventureagreements with a number of companies including ETAM group, Gini &Jonnie, Liberty Shoes and Planet Retail, a company that owns thefranchisee of international brands like Marks & Spencer Debenhams andGuess in India. 10
  • 11. 1.3 CENTRAL Vadodara Central a “Seamless Mall” in the heart of the city Shop, Eat and Celebrate is the new mantra for residents of VadodaraWith “Shop, Eat and Celebrate” as a theme Vadodara Central houses over300 brands, across Categories, such as apparels, footwear and Accessoriesfor women, men, children, infant basics. It also has a whole range of Music,Books, Coffee Shop, Food Court, Super Market (Food Bazaar), Fine DiningRestaurant. The mall also has a separate section for services such as Travel,Finance, Investment, Insurance, Concert/Cinema Ticket Booking, BillPayments and other miscellaneous services. Vadodara Central also hasCentral Square – a dedicated space for product launches, impromptuevents, daring displays, exciting shows and art exhibitions. In shortVadodara Central has something for everybody from individuals tobusinesses.Vadodara Central has everything a family would need, for a completeshopping experience. The 4 storied Seamless Mall has specific areasdedicated to women, men, children, infants, food and beverages, homeappliances and furnishing, toys, play area for children among others.There are mainly four malls of Central all across the India. (1) Bangalore Central (2)Hyderabad Central 47/48, Residency Road, 6-3-673/1-4, Bangalore - 560025 PunjaguttaCrossRoad, Punjagutta 500 082 (3) Pune Central (4) Vadodara Central 256, Koncord Towers Shaarav Realty Pvt Ltd, Boat Club Road, Opp. Sarabhai Chemicals, Sangamwadi Town Planning Scheme, Near Genda circle, Bund Garden Joggers Park, Wadi Wadi, Pune-411001 Baroda-390 023, Gujarat 11
  • 12. 1.4 Literature ReviewToday as we know that the growth of the retail sector industry is too highand due to these a very high level of competition is there, many domesticand foreign company has introduce there malls around the country atdifferent cities and town, in these competitive market to introduce a newtype of retail counter is not a easy task, the company must have tounderstand the behavioral pattern of the consumer. So that the companiescan emphasis more on that kind of features which the customer aredemanding. For this reason we are going to study on customer satisfactionof people of Vadodara at Vadodara Central.Today most of all products which are available to the buyers have a numberof alternatives, while they are taking purchasing decision. The aim ofmarketer is to meet and satisfy target customer’s need and wants, the fieldof consumer behavior studies, how individual, groups and organizationselect, buy, use, and dispose of goods, services, ideas and experience tosatisfy their need and desire.Understanding the consumer behavior and knowing customers satisfactionare never be easy. Customers say one thing and do something different.They may not be in touch with their deeper motivation. The knowledge ofcustomer’s satisfaction is essential for marketers; because the consumerbrings change in to the business according to maintain it. 12
  • 13. Customer satisfaction:-In general, satisfaction is a persons feelings of pleasure or disappointmentresulting from comparing a products perceived performance (or out come) inrelation to his or her short of expectations. If the performance falls short ofexpectations. If the performance matches the expectations, the customer issatisfied. If the performance exceeds expectations the customer is highlysatisfied of delighted.By (Philip Kotler & Kevin Keller) from Marketing Management.“Customer satisfaction is the individual’s perception of the performance ofthe product or service in relation to his or her expectations.”By (Leon G.S. Chiffman) from Consumer Behavior.Application of knowledge of customer satisfaction:-The knowledge of customer satisfaction is very much important for thecompany in following way, To helps in development of product and services. To helps in designing marketing activity for future. To helps in marketing segmentation and strategies development. To helps in knowing the product positioning and feeling in the mind of target audience for the product or service. To helps in improving the activities that will be according to the need of the customers. 13
  • 14. RESEARCHMETHODOLOGY 14
  • 15. CHAPTER-2RESEARCH METHODOLOGY2.1 Problem definition:Management Decision Problem:“How to increase the satisfaction of the customers of Vadodara Central”Marketing Research Problem:“What is the buying behavior of people of Vadodara city?”Problem Definition What are the factors that highly affect customer’s satisfaction level at shopping malls? What are the features & facilities, which customers are demanding? What are respondent’s preferences for different brands? What is the top of mind awareness of shopping at retail malls? What is the extent of loyalty of customers towards Vadodara Central? 15
  • 16. 2.2 Objectives of StudyPrimary: “To study the customer satisfaction of people of Vadodara atVadodara Central”.Secondary: To find out the most important factor, this affects the Consumer satisfaction. To find out the most probable features which customer demanding in a shopping mall. To know the top-of-mind awareness of different malls around the city. To know the response of the Vadodara Central customers & factors which customers like or dislike and think of some improvements. To know the relationship between the brands and income, occupation and age.2.3 Research Methodology:Research Methodology is the systematic design, collection, analysis andreporting of data and findings, relevant to appraisal specific personnelsituation facing the company. Research Methodology describes the researchprocedure. This research procedure covers the following points: A. Research design B. Data collection method C. Sampling plan 16
  • 17. A. Research Design:A research design is an overall framework of project that indicates whatinformation to be collected from which sources and by which procedures.Research design is the plan, structure, and strategy of investigationconceived so as to obtain answers to research questions and to controlvariance.In this project, descriptive and cross-sectional research design has beenused because it describes the phenomena under study andrecommendations findings are specific under this study. Cross-sectionalstudies are carried out once and selected, as the research will be carried outin a particular time limit only.The Six W’sWHO-Who should be considered a potential respondent?The data are collected from the people who visited the Vadodara Central.WHAT-What information should the be obtained from respondent?Study the customers satisfaction and there expectation & prefers.WHERE-Where should the respondents be contacted to obtain the requiredinformation?The people who visited the Vadodara Central. Vadodara.WHEN- When the information should be collected?The data are collected from 21st May to 20th July 2007. 17
  • 18. WHY-Why are we obtaining information from the respondents?To know the satisfaction level & buying behavior of the customers ofVadodara Central.WAY- In what way are way going to obtained information from therespondents?The preparation the questionnaire for getting answer from the customers. B. Data collection Method:There are two sources of data: 1. Primary data sources 2. Secondary data sourcesPrimary data are collected by using the Filling up of the questionnairemethod of data collection.Secondary data ---------------Research Measurement Tool:The most popular research instrument for data collection -questionnairehas been used.Type of Questions:In the questionnaire, both close-ended questions and open-ended questionswere included. The close-ended questions further included multiple-choicequestions as well as rating scale questions.Pre-Testing of questionnaire: It is necessary to check the questionnaire,before actual research is done. Therefore pilot testing is done. In this case,Pilot testing was done for ten respondents, and based on the feedback, thequestionnaire was fine-tuned. 18
  • 19. C. Sampling Plan:Sampling Design and Sampling Method:In this study, non-probability sampling design has been used and thesampling method employed is Convenience Sampling because of time andmoney constraints.i. Define the Target population -Element: Potential Customer of Vadodara Central. -Sampling Unit: Visitors of Vadodara Central. -Extent: Vadodara city. -Time: From 21stMay.2007 to 20th July. 2007.ii. Select sampling techniques: Non-probability Convenience. This hasbeen done instead of pure random sampling method (Probability Sampling)because of time and money constraints.iii. Execution of sampling process: We have collected data from peoplewho visited the Vadodara Central through filling up of questionnaire.2.4 Statistical Test used:-We have used SPSS soft ware for doing all kind of statistical test.2.5 Statistical terms used:-Mean: means value is obtained by adding together all the items and bydividing by this total by number of items.Standard deviation: a probability distribution, random variable, orpopulation or multiset of values is a measure of its values.One –sample T test for: The One sample T Test compares the mean score ofa sample to know a value. 19
  • 20. Pilot testing: It is necessary to check the questionnaire, before actualresearch is done. Therefore pilot testing is done.Choice of survey method: Questionnaires is filled up in the mall. Research instrument: Questionnaire was used for the purpose of the datacollection as the research instrument.Questionnaire is consisted of the, 1. Close ended questions (many questions include use of the scales). 2. Open-ended question. 20
  • 21. DATA ANALYSIS ANDINTERPRETATION 21
  • 22. 3.0 DATA ANAYALISIS AND INTERPRETATION The preferred malls of Vadodara visited frequently by people of Vadodara city. 1st 2nd 3rd 4th 5th preference{%} preference(%} preference{%} preference{%} preference{%}Central 64 18.7 12 5.3 0Westside 7.3 34.7 42.7 15.3 0Pantaloons 27.3 38.7 28.7 5.3 0Planet 1.3 8.7 16.0 71.3 2.7fashionOthers 0.7 0 0 2.0 97.3 1st 64% 1st 2nd 3rd 4th 5th 5% 19% 12% 22
  • 23. Inference:-We can see that from the above table and graphs that out of 150respondents (100%), there are 64% peoples who gives 1st and 18.7% peoplewho gives 2nd preference to the Central for the shopping in Vadodara city.34.7% people who say that Westside is second most preferred destinationfor shopping. 27.3%people preferred Pantaloons for the shopping as firstpreference and also it has also 38.7% people who preferred as a secondmost prefer destination for shopping.So, we can say that the Central is the most preferred place for the shoppingfor the people living in Vadodara city.The number of people purchase during there visit at Vadodara Central. 23
  • 24. Purchase from Central Frequency Percent Valid Percent Cumulative Percent Yes 92 61.3 61.3 61.3 No 58 38.7 38.7 100.0 Total 150 100.0 100.0 Purchase 100 80 60 40Frequency 20 0 Yes No Purchase Inference:- We can see that from the above table and graphs that out of 150 respondent 61.3% people has purchase and 38.7% has not purchase during there visit at Vadodara Central. So, we can say that most of the people will preferred to do the shopping from Central when they came for visit at the Vadodara Central. The reasons for why the people has not purchase from Vadodara 24
  • 25. Central. Not purchase from Central Cumulative Frequency Percent Valid Percent Percent Purchased From VC 92 61.3 61.3 61.3 1 Accompanied with some one 10 6.7 6.7 68.0 2 Spend some time 15 10.0 10.0 78.0 3 Came to dine 11 7.3 7.3 85.3 4 Window shopping 22 14.7 14.7 100.0 Total 150 100.0 100.0 Not purchase 100 80 60 40Frequency 20 0 Purchase from V.C. Spend some time Window shopping Accompanied with some Came to dine Not purchase Inference:- We can see that from the above table and graphs that out of 150 - respondent,58 people those who had not purchase 6.7% people has accompanied with some one purchase, 10% people has come for spend some time , 7.3% people has came for dine and 14.7% people has came for window shopping. So, we can know that most of people who had not purchase is came for window shopping and for spend some time at Vadodara Central so more variety and range of product should be increased. 25
  • 26. From the following section people made purchased or want to make apurchase from Vadodara Central.Sections Purchase Purchase in(%) Not purchase from from Central. CentralMen’s wear 56 19.37 94Woman’s wear 31 10.70 119Kid’s wear 16 5.53 134Footwear’s 16 5.53 134Sports wear 10 3.46 140Food court 37 12.80 113Cosmetics & 26 4.00 124AccessoriesJewelry & watches 23 7.95 127Books & music 23 7.95 127toys 10 3.46 140Electronic appliances 21 7.26 129Mobile phones 20 6.92 130total 289 100% 1511 26
  • 27. Men’s wear Woman’s wear Kid’s wear Footwear’s Sports wear Food court Cosmetics & accessories Jewelry & watches Books & music Electronic appliances Mobile phonesInference:- We can see that from the above table and graphs that out of 150respondent’s major amount of purchase was done from the Men’s wearsection which is 19.37% by the peoples.Food court is also making a good amount of sale and having 12.80%purchase done by the people from this section.Women’s wear also having a good amount of sale in Vadodara Central whichis having 10.70% of the total sale at Vadodara Central.There is also other section s which is contributing good amount revenue forthe Vadodara Central and there are sales from the other sections also as itshown in the table or seen from the pie chart. 27
  • 28. The following features people like about the staff during there visit atVadodara Central. Courteous Friendly Well groomed Knowledgeable Valid 150 150 150 150 Missing 0 0 0 0 Frequency Table Courteous Cumulative Frequency Percent Valid Percent Percent Disagree 8 5.3 5.3 5.3 Neutral 21 14.0 14.0 19.3 Agree 121 80.7 80.7 100.0 Total 150 100.0 100.0Inference:-We can see that from the above table and that out of 150 respondents 5.3%people are disagree, 14% people are neutral and 80.7% people are agree thatstaff of Vadodara Central is courteous So, we can say that most of peoplefind that the staff of Vadodara Central courteous to them during there visitat Vadodara Central. Friendly Cumulative Frequency Percent Valid Percent Percent Disagree 3 2.0 2.0 2.0 Neutral 27 18.0 18.0 20.0 Agree 120 80.0 80.0 100.0 Total 150 100.0 100.0Inference:-We can see that from the above table and that out of 150 respondents 2.0%people are disagree, 18% people are neutral and 80% people are agree thatstaff of Vadodara Central is Friendly with them during there visit atVadodara Central. 28
  • 29. Well groomed Cumulative Frequency Percent Valid Percent Percent Disagree 6 4.0 4.0 4.0 Neutral 38 25.3 25.3 29.3 Agree 106 70.7 70.7 100.0 Total 150 100.0 100.0Inference:- We can see that from the above table and that out of 150 respondents4.0%people are disagree, 25.3% people are neutral and 70.7% people are agreethat staff of Vadodara Central is well groomed at the time when they visit atVadodara Central. Knowledgeable Cumulative Frequency Percent Valid Percent Percent Disagree 13 8.7 8.7 8.7 Neutral 42 28.0 28.0 36.7 Agree 95 63.3 63.3 100.0 Total 150 100.0 100.0Inference:- We can see that from the above table and that out of 150 respondents 8.7%people are disagree, 28.0% people are neutral and 63.3% people are agreethat staff of Vadodara Central is knowledgeable regarding the product andservice during there visit at Vadodara Central. So, we can say that most ofthe people are satisfied with the staff services at Vadodara Central and theyget all available information when they asked. 29
  • 30. The following features people like about Central during there visit atVadodara Central. VARIETY, QUALITY & RANGE OF PRODUCTSOne Sample T-Test:Null Hypothesis (HO): There is no significant difference between calculatedmean and hypothesized mean (2). In other words, we hypothesize that thecustomers are satisfied with the variety, quality & range of product.i.e. Ho : x = µ = 2Alternative Hypothesis (H1): There is significant difference betweencalculated mean and hypothesized mean. In other words the customers arenot satisfied with the variety, quality & range of product.i.e. H1: x ≠ µ, i.e. H1: x ≠ 2Statistical Test: one sample t-test is chosen because the measurement ofdata is interval in nature.Significance level: 0.05 30
  • 31. One-Sample Statistic T-Test One-Sample Statistics Std. Std. Error N Mean Deviation Mean Variety, Quality & 150 2.65 .543 .044 Range One-Sample Test Test Value = 2 Mean 95% Confidence Sig. Differe Interval of the (2-tailed) nce Difference t df Lower UpperVariety, .000 .653 .57 .74Quality& Range 14.729 149TEST VALUE AT 3Null Hypothesis (HO): There is no significant difference between calculatedmean and hypothesized mean (3). In other words, we hypothesize that thecustomers are satisfied with the variety, quality & range of product.Alternative Hypothesis (H1): There is significant difference betweencalculated mean (0.00) and hypothesized mean (3.00). In other words thecustomers are not feeling outstanding for the variety, quality & range of theproducts. 31
  • 32. One-Sample Test T-Test One-Sample Statistics Std. Std. Error N Mean Deviation Mean Variety, Quality & 150 2.65 .543 .044 Range One-Sample Test Test Value = 3 Mean 95% Confidence Sig. Differe Interval of the (2-tailed) nce Difference t df Lower UpperVariety, .000 -.347 -.43 -.26Quality& Range -7.815 149Inference:-Here the test is performed at 95% significance level and the p-value comesout as 0.00 which is lesser than 0.05, at the hypothesized mean value 2and 3 we get the same result, it means that the null hypothesis H0 isrejected and alternative hypothesis is accepted and it can be said that thereis significant difference between calculated mean and hypothesized mean.So, we can say that customers are satisfied but not feel outstanding aboutthe variety, quality & range of the products available at Vadodara Central. 32
  • 33. PRICES OF PRODUCTSOne Sample T-Test:Null Hypothesis (HO): There is no significant difference between calculatedmean and hypothesized mean (2). In other words, we hypothesize that thecustomers are satisfied with the prices of product.i.e. Ho : x = µ = 2Alternative Hypothesis (H1): There is significant difference betweencalculated mean and hypothesized mean. In other words the customers arenot satisfied with the prices of product.i.e. H1: x ≠ µ, i.e. H1: x ≠ 2Statistical Test: one sample t-test is chosen because the measurement ofdata is interval in nature.Significance level: 0.05 33
  • 34. One-Sample Statistics T-Test One-Sample Statistics Std. Std. Error N Mean Deviation Mean Prices 150 2.37 .660 .054 One-Sample Test Test Value = 2 Mean 95% Confidence Sig. Differe Interval of the t df (2-tailed) nce Difference Lower Upper Prices 6.808 149 .000 .367 .26 .47TEST VALUE AT 3Null Hypothesis (HO): There is no significant difference between calculatedmean and hypothesized mean (3). In other words, we hypothesize that thecustomer likes the Variety; Quality & Range of the store is outstanding.Alternative Hypothesis (H1): There is significant difference betweencalculated mean (0.00) and hypothesized mean (3.00). In other words thecustomers are not feeling outstanding for the price of the products. 34
  • 35. One-Sample Test T-Test One-Sample Statistics Std. Std. Error N Mean Deviation Mean Prices 150 2.37 .660 .054 One-Sample Test Test Value = 3 Mean 95% Confidence Sig. Differe Interval of the t df (2-tailed) nce Difference Lower Upper Prices 11.759 149 .000 -.633 -.74 -.53Inference:-Here the test is performed at 95% significance level and the p-value comesout as 0.00 which is lesser than 0.05, at the hypothesis mean value 2 and 3we get the same result it means that the null hypothesis H0 is againrejected and alternative hypothesis is accepted and it can be said that thereis significant difference between calculated mean and hypothesized mean.So, we can say that customers are satisfied but not feeling outstandingabout the price of the products at Vadodara Central. 35
  • 36. NAVIGATING IN THE MALLOne Sample T-Test:Null Hypothesis (HO): There is no significant difference between calculatedmean and hypothesized mean (2). In other words, we hypothesize that thecustomer are satisfied with comfortable navigating.i.e. Ho : x = µ = 2Alternative Hypothesis (H1): There is significant difference betweencalculated mean and hypothesized mean. In other words the users are notsatisfied with comfortable navigating.i.e. H1: x ≠ µ, i.e. H1: x ≠ 2Statistical Test: one sample t-test is chosen because the measurement ofdata is interval in nature.Significance level: 0.05 36
  • 37. One-Sample Statistics T-Test One-Sample Statistics Std. Std. Error N Mean Deviation Mean Navigating 150 2.47 .599 .049 One-Sample Test Test Value = 2 Mean 95% Confidence Sig. Differe Interval of the t df (2-tailed) nce Difference Lower Upper Navigating 9.684 149 .000 .473 .38 .57TEST VALUE AT 3Null Hypothesis (HO): There is no significant difference between calculatedmean and hypothesized mean (3). In other words, we hypothesize that thecustomer likes the comfortable navigating in the mall.Alternative Hypothesis (H1): There is significant difference betweencalculated mean (0.00) and hypothesized mean (3.00). In other words theusers are not feeling outstanding about the comfortable navigating in themall. 37
  • 38. One-Sample Test T-Test One-Sample Statistics Std. Std. Error N Mean Deviation Mean Navigating 150 2.47 .599 .049 One-Sample Test Test Value = 3 Mean 95% Confidence Sig. Differe Interval of the t df (2-tailed) nce Difference Lower Upper Navigating 10.775 149 .000 -.527 -.62 -.43Inference:-Here the test is performed at 95% significance level and the p-value comesout as 0.00 which is lesser than 0.05, a the hypothesized mean value 2and3 we get the same result it means that the null hypothesis H0 is rejectedand alternative hypothesis is accepted and it can be said that there issignificant difference between calculated mean and hypothesized mean. So,we can say that customers feel the mall navigating is satisfactory but notfeeling outstanding about it.. 38
  • 39. CLEANLINESS OF THE MALLOne Sample T-Test:Null Hypothesis (HO): There is no significant difference between calculatedmean and hypothesized mean (2). In other words, we hypothesize that thecustomers are satisfied with the cleanliness of the mall.i.e. Ho : x = µ = 2Alternative Hypothesis (H1): There is significant difference betweencalculated mean and hypothesized mean. In other words the customers arenot satisfied with the cleanliness of the mall.i.e. H1: x ≠ µ, i.e. H1: x ≠ 2Statistical Test: one sample t-test is chosen because the measurement ofdata is interval in nature.Significance level: 0.05 39
  • 40. One-Sample Statistics T-Test One-Sample Statistics Std. Std. Error N Mean Deviation Mean Cleanliness 150 2.71 .522 .043 One-Sample Test Test Value = 2 Mean 95% Confidence Sig. Differe Interval of the t df (2-tailed) nce Difference Lower Upper Cleanliness 16.722 149 .000 .713 .63 .80TEST VALUE AT 3Null Hypothesis (HO): There is no significant difference between calculatedmean and hypothesized mean (3). In other words, we hypothesize that thecustomers likes the cleanliness of the mall.Alternative Hypothesis (H1): There is significant difference betweencalculated mean (0.00) and hypothesized mean (3.00). In other words thecustomers are not feeling outstanding about the cleanliness of the mall. 40
  • 41. One-Sample Test T-Test One-Sample Statistics Std. Std. Error N Mean Deviation Mean Cleanliness 150 2.71 .522 .043 One-Sample Test Test Value = 3 Mean 95% Confidence Sig. Differe Interval of the t df (2-tailed) nce Difference Lower Upper Cleanliness -6.720 149 .000 -.287 -.37 -.20Inference:-Here the test is performed at 95% significance level and the p-value comesout as 0.00 which is lesser than 0.05, at the hypothesized mean value 2and3 we get the same result it means that the null hypothesis H0 is againrejected and alternative hypothesis is accepted and it can be said that thereis significant difference between calculated mean and hypothesized mean.So, we can say that customers are satisfied but not feel outstanding aboutthe cleanliness about the mall.. 41
  • 42. The number of times people visited the Vadodara Central in a month. Visit N Mean Std. Deviation 150 2.38 0.90Mean:-We can say that most of the customers like to visited the VadodaraCentral twice and thrice in a month.Std. Deviation: - We can say that most of the customers are loyal towardsthe Vadodara Central and they are not volatile to other malls. Visit Valid Cumulative Frequency Percent Percent Percent Once 23 15.3 15.3 15.3 Twice 67 44.7 44.7 60.0 Thrice 40 26.7 26.7 86.7 More than 20 13.3 13.3 100.0 that Total 150 100.0 100.0 42
  • 43. Visit 70 60 50 40 30Frequency 20 10 0 Once Twice Thrice More than that Visit Inference:- We can see that from the above table and graphs that out of 150 respondents 15.3% people visit once, 44.7% people visit twice, 26.7% people visit thrice and 13.3% people visit more three times Vadodara Central in a month .So, we can say that the most of people visited twice and thrice in a month at Vadodara Central. 43
  • 44. The people think about the service of the different malls inVadodara city. WESTSIDEOne Sample T-Test:Null Hypothesis (HO): There is no significant difference between calculatedmean and hypothesized mean (2). In other words, we hypothesize that thecustomers are satisfied with the service of the West side.i.e. Ho : x = µ = 2Alternative Hypothesis (H1): There is significant difference betweencalculated mean and hypothesized mean. In other words the customers arenot satisfied with the service of the West side.i.e. H1: x ≠ µ, i.e. H1: x ≠ 2Statistical Test: one sample t-test is chosen because the measurement ofdata is interval in nature.Significance level: 0.05 44
  • 45. T-Test One-Sample Statistics Std. Std. Error N Mean Deviation Mean Westside 150 2.38 .552 .045 One-Sample Test Test Value = 2 Mean 95% Confidence Sig. Differe Interval of the t df (2-tailed) nce Difference Lower Upper Westside 8.437 149 .000 .380 .29 .47TEST VALUE AT 3Null Hypothesis (HO): There is no significant difference between calculatedmean and hypothesized mean (3). In other words, we hypothesize that thecustomers are satisfied with the service of the West side.Alternative Hypothesis (H1): There is significant difference betweencalculated mean (0.00) and hypothesized mean (3.00). In other words thecustomers are not feeling outstanding for the service of the West side. 45
  • 46. One-Sample Test T-Test One-Sample Statistics Std. Error N Mean Std. Deviation Mean Westside 150 2.38 .552 .045 One-Sample Test Test Value = 3 Mean 95% Confidence Sig. Differe Interval of the t df (2-tailed) nce Difference Lower Upper Westside 13.765 149 .000 -.620 -.71 -.53Inference:- Here the test is performed at 95% significance level and the p-value comesout as 0.00 which is lesser than 0.05, at the hypothesized mean value 2and 3 we get the same result, it means that the null hypothesis H0 isrejected and alternative hypothesis is accepted and it can be said that thereis significant difference between calculated mean and hypothesized mean.So, we can say that customers are satisfied but not feel completelyoutstanding about the service of the Westside. 46
  • 47. CENTRALOne Sample T-Test:Null Hypothesis (HO): There is no significant difference between calculatedmean and hypothesized mean (2). In other words, we hypothesize that thecustomers are satisfied with the service of the Central.i.e. Ho : x = µ = 2Alternative Hypothesis (H1): There is significant difference betweencalculated mean and hypothesized mean. In other words the customers arenot satisfied with the service of the Central.i.e. H1: x ≠ µ, i.e. H1: x ≠ 2Statistical Test: one sample t-test is chosen because the measurement ofdata is interval in nature.Significance level: 0.05 47
  • 48. T-Test One-Sample Statistics Std. Std. Error N Mean Deviation Mean Central 150 2.82 .450 .037 One-Sample Test Test Value = 2 Mean 95% Confidence Sig. Differe Interval of the t df (2-tailed) nce Difference Lower Upper Central 22.330 149 .000 .820 .75 .89TEST VALUE AT 3Null Hypothesis (HO): There is no significant difference between calculatedmean and hypothesized mean (3). In other words, we hypothesize that thecustomers are satisfied with the service Central.Alternative Hypothesis (H1): There is significant difference betweencalculated mean (0.00) and hypothesized mean (3.00). In other words thecustomers are not feeling outstanding for the service of Central. 48
  • 49. One-Sample Test T-Test One-Sample Statistics Std. Error N Mean Std. Deviation Mean Central 150 2.82 .450 .037 One-Sample Test Test Value = 3 Mean 95% Confidence Sig. Differe Interval of the t df (2-tailed) nce Difference Lower Upper Central -4.902 149 .000 -.180 -.25 -.11Inference:-Here the test is performed at 95% significance level and the p-value comesout as 0.00 which is lesser than 0.05, at the hypothesized mean value 2 a 3we get the same result, it means that the null hypothesis H0 is rejected andalternative hypothesis is accepted and it can be said that there is significantdifference between calculated mean and hypothesized mean. So, we can saythat customers are satisfied but not feel completely outstanding about theservice of the Vadodara Central. 49
  • 50. PANTALOONSOne Sample T-Test:Null Hypothesis (HO): There is no significant difference between calculatedmean and hypothesized mean (2). In other words, we hypothesize that thecustomers are satisfied with the service of Pantaloons.i.e. Ho : x = µ = 2Alternative Hypothesis (H1): There is significant difference betweencalculated mean and hypothesized mean. In other words the customers arenot satisfied with the service of Pantaloons.i.e. H1: x ≠ µ, i.e. H1: x ≠ 2Statistical Test: one sample t-test is chosen because the measurement ofdata is interval in nature.Significance level: 0.05 50
  • 51. T-Test One-Sample Statistics Std. Std. Error N Mean Deviation Mean Pantaloons 150 2.69 .530 .043 One-Sample Test Test Value = 2 Mean 95% Confidence Sig. Differe Interval of the t df (2-tailed) nce Difference Lower Upper Pantaloons 16.014 149 .000 .693 .61 .78TEST VALUE AT 3Null Hypothesis (HO): There is no significant difference between calculatedmean and hypothesized mean (3). In other words, we hypothesize that thecustomer’s feels outstanding about the service of the Pantaloons.Alternative Hypothesis (H1): There is significant difference betweencalculated mean (0.00) and hypothesized mean (3.00). In other words thecustomers are not feeling outstanding for the service of Pantaloons 51
  • 52. One-Sample Test T-Test One-Sample Statistics Std. Error N Mean Std. Deviation Mean Pantaloons 150 2.69 .530 .043 One-Sample Test Test Value = 3 Mean 95% Confidence Sig. Differe Interval of the t df (2-tailed) nce Difference Lower Upper Pantaloons -7.083 149 .000 -.307 -.39 -.22Inference:-Here the test is performed at 95% significance level and the p-value comesout as 0.00 which is lesser than 0.05, at the hypothesized mean value 2and 3 we get the same result, it means that the null hypothesis H0 isrejected and alternative hypothesis is accepted and it can be said that thereis significant difference between calculated mean and hypothesized mean.So, we can say that customers are satisfied but not feel completelyoutstanding about the service of the Pantaloons. 52
  • 53. PLANET FASHIONOne Sample T-Test:Null Hypothesis (HO): There is no significant difference between calculatedmean and hypothesized mean (2). In other words, we hypothesize that thecustomers are satisfied with the service of the Planet fashion.i.e. Ho : x = µ = 2Alternative Hypothesis (H1): There is significant difference betweencalculated mean and hypothesized mean. In other words the customers arenot satisfied with the Planet fashion.i.e. H1: x ≠ µ, i.e. H1: x ≠ 2Statistical Test: one sample t-test is chosen because the measurement ofdata is interval in nature.Significance level: 0.05 53
  • 54. T-Test One-Sample Statistics N Mean Std. Deviation Std. Error Mean Planet fashion 150 2.22 .554 .045 One-Sample Test Test Value = 2 Mean 95% Confidence Sig. Differe Interval of the t df (2-tailed) nce Difference Lower Upper Planet fashion 4.863 149 .000 .220 .13 .31TEST VALUE AT 3Null Hypothesis (HO): There is no significant difference between calculatedmean and hypothesized mean (3). In other words, we hypothesize that thecustomers are satisfied with the service of the Planet fashion.Alternative Hypothesis (H1): There is significant difference betweencalculated mean and hypothesized mean. In other words the customers arenot satisfied with the Planet fashion. 54
  • 55. T-Test One-Sample Statistics N Mean Std. Deviation Std. Error Mean Planet fashion 150 2.22 .554 .045 One Sample Statistics Test Value = 3 Mean 95% Confidence t Sig. Differe Interval of the df (2-tailed) nce Difference 17.24 Lower Upper Planet fashion 2 149 .000 -.780 -.87 -.69Inference:-Here the test is performed at 95% significance level and the p-value comesout as 0.00 which is lesser than 0.05, at the hypothesized mean value 2and 3 we get same result, it means that the null hypothesis H0 is rejectedand alternative hypothesis is accepted and it can be said that there issignificant difference between calculated mean and hypothesized mean. So,we can say that customers are satisfied but not feel completely outstandingabout the service of the Planet fashion. 55
  • 56. JADEBLUEOne Sample T-Test:Null Hypothesis (HO): There is no significant difference between calculatedmean and hypothesized mean (2). In other words, we hypothesize that thecustomers are satisfied with the service of the Jade blue.i.e. Ho : x = µ = 2Alternative Hypothesis (H1): There is significant difference betweencalculated mean and hypothesized mean. In other words the customers arenot satisfied with the service of the Jade blue.i.e. H1: x ≠ µ, i.e. H1: x ≠ 2Statistical Test: one sample t-test is chosen because the measurement ofdata is interval in nature.Significance level: 0.05 56
  • 57. T-Test One-Sample Statistics N Mean Std. Deviation Std. Error MeanJade blue 150 1.94 .626 .051 One-Sample Test Test Value = 2 Mean 95% Confidence Sig. Differe Interval of the t df (2-tailed) nce Difference Lower Upper Jade blue -1.173 149 .243 -.060 -.16 .04TEST VALUE AT 1Null Hypothesis (HO): There is no significant difference between calculatedmean and hypothesized mean (1). In other words, we hypothesize that thecustomers are feel poor about the service of the Jade blue.Alternative Hypothesis (H1): There is significant difference betweencalculated mean (0.00) and hypothesized mean (1.00). In other words thecustomers are not feeling service is poor for Jade blue. 57
  • 58. One-Sample Test One-Sample Statistics N Mean Std. Deviation Std. Error MeanJade blue 150 1.94 .626 .051 One-Sample Test Test Value = 1 Mean 95% Confidence Sig. Differe Interval of the t df (2-tailed) nce Difference Lower Upper Jade blue 18.380 149 .000 .940 .84 1.04Inference:-Here the test is performed at 95% significance level and the p-value comesout as 0.00 which is lesser than 0.05, at the hypothesized mean value 2and 3 we get the same result, it means that the null hypothesis H0 isrejected and alternative hypothesis is accepted and it can be said that thereis significant difference between calculated mean and hypothesized mean.So, we can say that some customers feels that service of Jade blue issatisfying but there are also some feels that service of the Jade blue is poor. 58
  • 59. SUBHIKSHAOne Sample T-Test:Null Hypothesis (HO): There is no significant difference between calculatedmean and hypothesized mean (2). In other words, we hypothesize that thecustomers are satisfied with the service of the Subhiksha.i.e. Ho : x = µ = 2Alternative Hypothesis (H1): There is significant difference betweencalculated mean and hypothesized mean. In other words the customers arenot satisfied the Subhiksha.i.e. H1: x ≠ µ, i.e. H1: x ≠ 2Statistical Test: one sample t-test is chosen because the measurement ofdata is interval in nature.Significance level: 0.05 59
  • 60. T-Test One-Sample Statistics N Mean Std. Deviation Std. Error MeanSubiksha 150 1.72 .646 .053 One-Sample Test Test Value = 2 Mean 95% Confidence Sig. Differe Interval of the t df (2-tailed) nce Difference Lower Upper Subiksha -5.306 149 .000 -.280 -.38 -.18TEST VALUE AT 1Null Hypothesis (HO): There is no significant difference between calculatedmean and hypothesized mean (1). In other words, we hypothesize that thecustomers are feel poor about the service of Subhiksha.Alternative Hypothesis (H1): There is significant difference betweencalculated mean (0.00) and hypothesized mean (3.00). In other words thecustomers are not feeling poor for the service of Subhiksha. 60
  • 61. One-Sample Statistics N Mean Std. Deviation Std. Error MeanSubiksha 150 1.72 .646 .053 One-Sample Test Test Value = 1 Mean 95% Confidence Sig. Differe Interval of the t df (2-tailed) nce Difference Lower Upper Subiksha 13.644 149 .000 .720 .62 .82Inference:-Here the test is performed at 95% significance level and the p-value comesout as 0.00 which is lesser than 0.05, at the hypothesized mean value 2and 3 we get the same result, it means that the null hypothesis H0 isrejected and alternative hypothesis is accepted and it can be said that thereis significant difference between calculated mean and hypothesized mean.So, we can say that some customers feel that service of Subhiksha issatisfying but there are also some feels that service of the Subhiksha ispoor. 61
  • 62. The experience of the people during the visit at VadodaraCentral. PARKING FACILITY OF THE MALLOne Sample T-Test:Null Hypothesis (HO): There is no significant difference between calculatedmean and hypothesized mean (2). In other words, we hypothesize that thecustomers are satisfied with the Parking facility of the mall.i.e. Ho : x = µ = 2Alternative Hypothesis (H1): There is significant difference betweencalculated mean and hypothesized mean. In other words the customers arenot satisfied with the Parking facility of the mall.i.e. H1: x ≠ µ, i.e. H1: x ≠ 2Statistical Test: one sample t-test is chosen because the measurement ofdata is interval in nature.Significance level: 0.05 62
  • 63. T-Test One-Sample Statistics N Mean Std. Deviation Std. Error Mean Parking in the mall 150 2.45 .661 .054 One-Sample Test Test Value = 2 Mean 95% Confidence Sig. Differen Interval of the t df (2-tailed) ce Difference Lower Upper Parking in the mall 8.278 149 .000 .447 .34 .55TEST VALUE AT 3Null Hypothesis (HO): There is no significant difference between calculatedmean and hypothesized mean (3). In other words, we hypothesize that thecustomers are feel good about the Parking facility of the mall.Alternative Hypothesis (H1): There is significant difference betweencalculated mean (0.00) and hypothesized mean (3.00). In other words thecustomers are not fell good about the Parking facility of the mall. 63
  • 64. One-Sample Test T-Test One-Sample Statistics Std. Std. Error N Mean Deviation MeanParking in the mall 150 2.45 .661 .054 One-Sample Test Test Value = 3 Mean 95% Confidence Sig. Differen Interval of the t df (2-tailed) ce Difference Lower Upper Parking in the mall 10.225 149 .000 -.553 -.66 -.45Inference:-Here the test is performed at 95% significance level and the p-value comesout as 0.00 which is lesser than 0.05, at the hypothesized mean value 2and 3 we get he same result, it means that the null hypothesis H0 isrejected and alternative hypothesis is accepted and it can be said that thereis significant difference between calculated mean and hypothesized mean.So, we can say that customers are satisfied but not feel outstanding aboutthe Parking facility provided by the Vadodara Central. 64
  • 65. AMBIENCE OF THE MALLOne Sample T-Test:Null Hypothesis (HO): There is no significant difference between calculatedmean and hypothesized mean (2). In other words, we hypothesize that thecustomers are satisfied with the Ambience of the mall.i.e. Ho : x = µ = 2Alternative Hypothesis (H1): There is significant difference betweencalculated mean and hypothesized mean. In other words the customers arenot satisfied with the Ambience of the mall.i.e. H1: x ≠ µ, i.e. H1: x ≠ 2Statistical Test: one sample t-test is chosen because the measurement ofdata is interval in nature.Significance level: 0.05 65
  • 66. T-Test One-Sample Statistics Std. Std. Error N Mean Deviation Mean Ambience of the mall 150 2.76 .459 .037 One-Sample Test Test Value = 2 Mean 95% Confidence t Sig. Differen Interval of the df (2-tailed) ce Difference 20.28 Lower Upper Ambience of the mall 9 149 .000 .760 .69 .83TEST VALUE AT 3Null Hypothesis (HO): There is no significant difference between calculatedmean and hypothesized mean (3). In other words, we hypothesize that thecustomers are feel good about the Ambience of the mall.Alternative Hypothesis (H1): There is significant difference betweencalculated mean (0.00) and hypothesized mean (3.00). In other words thecustomers are not fell good about the Ambience of the mall. 66
  • 67. One-Sample Test One-Sample Statistics Std. Std. Error N Mean Deviation MeanAmbience of the mall 150 2.76 .459 .037 One-Sample Test Test Value = 3 Mean 95% Confidence t Sig. Differen Interval of the df (2-tailed) ce Difference - Lower Upper Ambience of the mall 6.407 149 .000 -.240 -.31 -.17Inference:-Here the test is performed at 95% significance level and the p-value comesout as 0.00 which is lesser than 0.05, at the hypothesized mean value 2and 3 we get the same result, it means that the null hypothesis H0 isrejected and alternative hypothesis is accepted and it can be said that thereis significant difference between calculated mean and hypothesized mean.So, we can say that customers are satisfied but not feel outstanding aboutAmbience of the mall. 67
  • 68. LIGHTING IN THE MALLOne Sample T-Test:Null Hypothesis (HO): There is no significant difference between calculatedmean and hypothesized mean (2). In other words, we hypothesize that thecustomers are satisfied with the Lighting in the mall.I.e. Ho: x = µ = 2Alternative Hypothesis (H1): There is significant difference betweencalculated mean and hypothesized mean. In other words the customers arenot satisfied with the Lighting in the mall.i.e. H1: x ≠ µ, i.e. H1: x ≠ 2Statistical Test: one sample t-test is chosen because the measurement ofdata is interval in nature.Significance level: 0.05 68
  • 69. T-Test One-Sample Statistics N Mean Std. Deviation Std. Error Mean Lighting in the mall 150 2.86 .385 .031 One-Sample Test Test Value = 2 Mean 95% Confidence t Sig. Differen Interval of the df (2-tailed) ce Difference 27.37 Lower Upper Lighting in the mall 4 149 .000 .860 .80 .92TEST VALUE AT 3Null Hypothesis (HO): There is no significant difference between calculatedmean and hypothesized mean (3). In other words, we hypothesize that thecustomers are feel good about the Lighting in the mall.Alternative Hypothesis (H1): There is significant difference betweencalculated mean (0.00) and hypothesized mean (3.00). In other words thecustomers are not fell good about the Lighting in the mall. 69
  • 70. One-Sample Test T-Test One-Sample Statistics Std. Std. Error N Mean Deviation MeanLighting in the mall 150 2.86 .385 .031 One-Sample Test Test Value = 3 Mean 95% Confidence Sig. Differen Interval of the t df (2-tailed) ce Difference Lower Upper Lighting in the mall -4.456 149 .000 -.140 -.20 -.08Inference:-Here the test is performed at 95% significance level and the p-value comesout as 0.00 which is lesser than 0.05, at the hypothesized mean value 2and 3 we get the same result, it means that the null hypothesis H0 isrejected and alternative hypothesis is accepted and it can be said that thereis significant difference between calculated mean and hypothesized mean.So, we can say that customers are satisfied but not feel outstanding aboutthe Lighting in the mall. 70
  • 71. MUSIC IN THE MALLOne Sample T-Test:Null Hypothesis (HO): There is no significant difference between calculatedmean and hypothesized mean (2). In other words, we hypothesize that thecustomers are satisfied with the Music which was played in the mall.i.e. Ho : x = µ = 2Alternative Hypothesis (H1): There is significant difference betweencalculated mean and hypothesized mean. In other words the customers arenot satisfied with the Music which was played in the mall.i.e. H1: x ≠ µ, i.e. H1: x ≠ 2Statistical Test: one sample t-test is chosen because the measurement ofdata is interval in nature.Significance level: 0.05 71
  • 72. T-Test One-Sample Statistics Std. Std. Error N Mean Deviation Mean Music in the mall 150 2.51 .621 .051 One-Sample Test Test Value = 2 Mean 95% Confidence Sig. Differen Interval of the t df (2-tailed) ce Difference Lower Upper Music in the mall 9.990 149 .000 .507 .41 .61TEST VALUE AT 3Null Hypothesis (HO): There is no significant difference between calculatedmean and hypothesized mean (3). In other words, we hypothesize that thecustomers are feel good about the Music which was played in the mall.Alternative Hypothesis (H1): There is significant difference betweencalculated mean (0.00) and hypothesized mean (3.00). In other words thecustomers are not fell good about the Music which was played in the mall. 72
  • 73. One-Sample Test T-Test One-Sample Statistics Std. Std. Error N Mean Deviation MeanMusic in the mall 150 2.51 .621 .051 One-Sample Test Test Value = 3 Mean 95% Confidence Sig. Differen Interval of the t df (2-tailed) ce Difference Lower Upper Music in the mall -9.727 149 .000 -.493 -.59 -.39Inference:-Here the test is performed at 95% significance level and the p-value comesout as 0.00 which is lesser than 0.05, at the hypothesized mean value 2and 3 we get the same result, it means that the null hypothesis H0 isrejected and alternative hypothesis is accepted and it can be said that thereis significant difference between calculated mean and hypothesized mean.So, we can say that customers are satisfied but not feel outstanding aboutthe Music which was played in the mall. 73
  • 74. MOVEMENT INSIDE THE MALLOne Sample T-Test:Null Hypothesis (HO): There is no significant difference between calculatedmean and hypothesized mean (2). In other words, we hypothesize that thecustomers are satisfied with the Movement inside the mall.i.e. Ho : x = µ = 2Alternative Hypothesis (H1): There is significant difference betweencalculated mean and hypothesized mean. In other words the customers arenot satisfied with the Movement inside the mall.i.e. H1: x ≠ µ, i.e. H1: x ≠ 2Statistical Test: one sample t-test is chosen because the measurement ofdata is interval in nature.Significance level: 0.05 74
  • 75. T-Test One-Sample Statistics Std. Std. Error N Mean Deviation Mean Movement inside the 150 2.63 .536 .044 mall One-Sample Test Test Value = 2 Mean 95% Confidence Sig. Differen Interval of the (2-tailed) ce Difference t df Lower Upper Movement inside .000 .633 .55 .72the mall 14.467 149TEST VALUE AT 3Null Hypothesis (HO): There is no significant difference between calculatedmean and hypothesized mean (3). In other words, we hypothesize that thecustomers are feel good about the Movement inside the mall.Alternative Hypothesis (H1): There is significant difference betweencalculated mean (0.00) and hypothesized mean (3.00). In other words thecustomers are not fell good about the Movement inside the mall. 75
  • 76. One-Sample Test T-Test One-Sample Statistics Std. Std. Error N Mean Deviation MeanMovement inside the 150 2.63 .536 .044mall One-Sample Test Test Value = 3 Mean 95% Confidence Sig. Differen Interval of the (2-tailed) ce Difference t df Lower Upper Movement inside .000 -.367 -.45 -.28the mall -8.376 149Inference:-Here the test is performed at 95% significance level and the p-value comesout as 0.00 which is lesser than 0.05, at the hypothesized mean value 2and 3 we get the same result it, means that null hypothesis H0 is rejectedand alternative hypothesis is accepted and it can be said that there issignificant difference between calculated mean and hypothesized mean. So,we can say that customers are satisfied but not feel outstanding about theMovement inside the mall. 76
  • 77. The people preferred to do shopping again at Vadodara Central. Shopping again at Central Valid Cumulative Frequency Percent Percent Percent Never Come 5 3.3 3.3 3.3 May be 37 24.7 24.7 28.0 Certainly 108 72.0 72.0 100.0 Total 150 100.0 100.0Inference:- We can see that from the above table that out of 150 respondents 3.3%people will not like to shop again at VadoraCentral, 24.7% people say thatthey may be come again to do shopping at Vadodara Central and 72,0%people will say that they will certainly come for shop again at VadodaraCentral.So, we can say that and only few people will not decide or not come forpurchase at Vadodara Central and most of the people like the V.C. forshopping and they are ready to come again for shop at Vadora Central. 77
  • 78. DEMOGRAPHIC DETAILS Age Gender Marital status Occupation Income Valid 150 150 150 150 150 Missing 0 0 0 0 0 Age Valid Cumulative Frequency Percent Percent Percent Below 20 years 29 19.3 19.3 19.3 20 to 25 years 71 47.3 47.3 66.7 26 to 30 years 31 20.7 20.7 87.3 31 to 40 years 9 6.0 6.0 93.3 41 to 50 years 3 2.0 2.0 95.3 50 years above 7 4.7 4.7 100.0 Total 150 100.0 100.0Inference:- We can see that from the above table that out of 150 respondent 68%people are from 20 to 30 years or 31 to 40 years age group and only 32%people belongs to other age groups.So, we can say that most people from age 20 to 30 years are come atVadodara Central than other age group people for doing the shopping andfor other activities. Gender Cumulative Frequency Percent Valid Percent Percent Male 114 76.0 76.0 76.0 Female 36 24.0 24.0 100.0 Total 150 100.0 100.0Inference:- We can see that from the above table that out of 150 respondent 76%people who visited the Vadodara Central are Male and 24% people are ofFemale gender. 78
  • 79. Marital status Valid Frequency Percent Percent Cumulative Percent Married 63 42.0 42.0 42.0 Unmarried 87 58.0 58.0 100.0 Total 150 100.0 100.0Inference:- We can see that from the above table that out of 150 respondent 42%people are married and 58% people are unmarried. Occupation Valid Cumulative Frequency Percent Percent Percent Student 51 34.0 34.0 34.0 Professional 22 14.7 14.7 48.7 Business person 27 18.0 18.0 66.7 Retired 3 2.0 2.0 68.7 Govt service 6 4.0 4.0 72.7 Self employed 7 4.7 4.7 77.3 Service 30 20.0 20.0 97.3 Housewives 4 2.7 2.7 100.0 Total 150 100.0 100.0Inference:- We can see that from the above table that out of 150 respondent 54%people are belongs from Student and Service class group and 32.7% peopleare belongs from the Professional and business group . So, we can say thatVadodara Central is most preferred place for shopping and other facility foryoung. 79
  • 80. Income Valid Frequency Percent Percent Cumulative Percent Less than 5000 31 20.7 20.7 20.7 From 5001 to 21 14.0 14.0 34.7 10000 From 10001 to 31 20.7 20.7 55.3 20000 From 20001 to 16 10.7 10.7 66.0 30000 From 30001 to 7 4.7 4.7 70.7 40000 From 40001 to 4 2.7 2.7 73.3 50000 More than 50000 10 6.7 6.7 80.0 Can not disclose 30 20.0 20.0 100.0 Total 150 100.0 100.0Inference:- We can see that from the above table that out of 150 respondent 20.7%people are belongs to the less than 5000 income group and same number ofpeople are belongs to the 10001 to 20001 income group, 20% people are notinterested in disclose there income.So, we can say that high class income group people prefer Vadodara Centralfor the shopping and Vadodra Central is also preferred place for the middleincome age group. 80
  • 81. Correlation Correlation between Purchase and satisfaction from service of staff of Central.Satisfaction level for…. SatisfyCOURTEOUS Pearson Correlation .084FRIENDLY Pearson Correlation .023WELL GROOMED Pearson Correlation .058KNOWLEDGEABLE Pearson Correlation -.078There is Positive correlation between Purchases and Courteous, Friendly,Well groomed and there is Negative correlation between Purchase andKnowledgeable level. 81
  • 82. Cross Tabulation Between Purchase and Staff of Central Purchase * Courteous Crosstab Courteous Disagree Neutral Agree TotalPurchase Yes % within purchase 6.5% 15.2% 78.3% 100.0% No % within purchase 3.4% 12.1% 84.5% 100.0%Total % within purchase 5.3% 14.0% 80.7% 100.0%Inference:-From above table we can say that 80.7% of people agree that staffof Central is courteous to them. Directional Measures Nominal by Interval Value Eta Purchase Dependent .084 Courtesy Dependent .084 This measure of the strength of association between two categorical variables. A value .084 represent a weak association between Purchase and courtesy from the staff of Central i.e. only 8.4% association between Purchase and courtesy from the staff of Central. 82
  • 83. Purchase * Friendly Crosstab Friendly Disagree Neutral Agree TotalPurchase Yes % within purchase 2.2% 18.5% 79.3% 100.0% No % within purchase 1.7% 17.2% 81.0% 100.0%Total % within purchase 2.0% 18.0% 80.0% 100.0%Inference:-From above table we can say that 80.0% of people agree that staffof Central is friendly to them. Directional Measures Nominal by Interval Value Eta Purchase Dependent .023 Friendly Dependent .023 This measure of the strength of association between two categorical variables. A value .023 represent a weak association between Purchase and friendliness from the staff of Central i.e. only 2.3% association between Purchase and friendliness from the staff of Central . 83
  • 84. Purchase * Well groomed Crosstab Well groomed Disagree Neutral Agree TotalPurchase Yes % within purchase 3.3% 29.3% 67.4% 100.0% No % within purchase 5.2% 19.0% 75.9% 100.0% Total % within purchase 4.0% 25.3% 70.7% 100.0%Inference:-From above table we can say that 70.7% of people agree that staffof Central is well groomed. Directional Measures Nominal by Interval Value Purchase Dependent .121 Eta Well groomed .058 Dependent This measure of the strength of association between two categorical variables. A value .058 represent a weak association between Purchase and well groomed staff of Central i.e. only 5.8% association between Purchase and groomed staff of Central. 84
  • 85. Purchase * Knowledgeable Crosstab Knowledgeable Disagree Neutral Agree TotalPurchase Yes % within purchase 8.7% 23.9% 67.4% 100.0% No % within purchase 8.6% 34.5% 56.9% 100.0% Total % within purchase 8.7% 28.0% 63.3% 100.0%Inference:-From above table we can say that 63.3% of people agree that staffof Central is knowledgeable. Directional Measures Nominal by Interval Value Eta Purchase Dependent .117 Knowledge Dependent .078 This measure of the strength of association between two categorical variables. A value .078 represent a weak association between Purchase and knowledge of staff of Central i.e. only 7.8% association between Purchase and knowledge of staff of Central. 85
  • 86. Correlation Correlation between Satisfaction level and Age, Gender, Status, Occupation, Income and visit at Central.Satisfaction level for…. SatisfyAGE Pearson Correlation .041GENDER Pearson Correlation -.157MARITAL STATUS Pearson Correlation -.101OCCUPATION Pearson Correlation .058INCOME Pearson Correlation .196VISIT Pearson Correlation .104There is Positive correlation between Age and Satisfaction, Occupation andSatisfaction, Income and Satisfaction, Visit at Central and Satisfaction andthere is Negative correlation between Gender and Satisfaction level, maritalstatus and Satisfaction level. 86
  • 87. Cross Tabulation Between Age and Preference for purchase or not. Purchase Age groups Yes No TotalBelow 20 years % within Age 48.3% 51.7% 100.0%20 to 25 years % within Age 64.8% 35.2% 100.0%25 to 30 years % within Age 71.0% 29.0% 100.0%31 to 40 years % within Age 44.4% 55.6% 100.0%41 to 50 years % within Age 100.0% 0% 100.0%50 years and above % within Age 42.9% 57.1% 100.0% Total % within Age 61.3% 38.7% 100.0%Inference:-From above table we can say that 61.3% of people are purchasefrom Vadodara Central during there visit and in these majority of people arefrom age group of 2o to 30 years of age group. So we can say that theCentral should concentrate on these young age group people. 87
  • 88. Cross Tabulation Between Age and Reason for not purchase Reason for not purchase Accompanied Spend Age groups Window with some some Dine Total Purchase shopping one time Below % 20 within 48.3% 13.8% 6.9% 6.9% 24.1% 100.0% years Age 20 to % 25 within 64.8% 2.8% 12.7% 8.5% 11.3% 100.0% years Age 26 to % 30 within 71.0% 9.7% 6.5% 3.2% 9.7% 100.0% years Age 31 to % 40 within 44.4% 0% 11.1% 0% 44.4% 100.0% years Age 41 to % 50 within 100.0% 0% 0% 0% 0% 100.0% years Age 50 % years within 42.9% 14.3% 14.3% 28.6% 0% 100.0% and Age above %Total within 61.3% 6.7% 10.0% 7.3% 14.7% 100.0% Age Inference: - From above table we can say that major people who had not purchase come for window shopping and spend some time. So the central try make some thing to convert these people purchase from Central. 88
  • 89. Directional Measures Nominal by Interval Value Eta Age Dependent .023 Purchase Dependent .226This measure of the strength of association between two categoricalvariables. A value .226 represent a weak association between Age andPurchase from Central i.e. only 22.6% association between Age andPurchase from Central. 89
  • 90. Cross Tabulation Between Age and Service of Central Crosstab Central Poor Satisfactory Outstanding TotalAge Below 20 years % within age 17.2% 82.8% 100.0% 20 to 25 years % within age 4.2% 15.5% 80.3% 100.0% 26 to 30 years % within age 6.5% 93.5% 100.0% 31 to 40 years % within age 11.1% 88.9% 100.0% 41 to 50 years % within age 100.0% 100.0% 50 years above % within age 14.3% 85.7% 100.0%Total % within age 2.7% 12.7% 84.7% 100.0%Inference:-From above table we can say that 84.7% of people from all theage group feel outstanding about Vadodara Central. Directional Measures Nominal by Interval Value Eta Age Dependent .158 Central Dependent .171 This measure of the strength of association between two categorical variables. A value .171 represent a weak association between Age and Satisfaction from Central i.e. only 17.1% association between Age and Satisfaction from Central. 90
  • 91. Chi-Square Test Between Age and Service of CentralHo: There is dependency between Age and Overall Satisfaction.H1: There is no dependency between Age and Satisfaction level. Value Df Asymp. Sig. (2-sided) Pearson Chi-Square 9.832 10 .455 N of Valid Cases 150 Value of the Pearson Chi-Square is 9.832, it means there is nodependency between Age and Satisfaction level. Sig. value is greaterthan 0.05, so it means there is dependency between Age andSatisfaction level of customers of Vadodara Central. 91
  • 92. Cross Tabulation Between Gender and Service of Central Crosstab Central Poor Satisfactory Outstanding TotalGender Male % within gender 1.8% 10.5% 87.7% 100.0% Female % within gender 5.6% 19.4% 75.0% 100.0%Total % within gender 2.7% 12.7% 84.7% 100.0%Inference:-From above table we can say that 84.7% of people from both thegender (87.7% male and 75.0% female) feel outstanding about VadodaraCentral. Directional Measures Nominal by Interval Value Eta Gender Dependent .158 Central Dependent .157This measure of the strength of association between two categoricalvariables. A value .157 represent a weak association between Gender andSatisfaction from Central i.e. only 15.7% association between Gender andSatisfaction from Central. 92
  • 93. Chi-Square Test Between Gender and Service of Central Ho: There is dependency between Gender and Overall Satisfaction. H1: There is no dependency between Gender and Satisfaction level. Value Df Asymp. Sig. (2-sided) Pearson Chi-Square 3.723 2 .155 N of Valid Cases 150Value of the Pearson Chi-Square is 3.723, it means there is very lessdependency between Gender and Satisfaction level. Sig. value is greaterthan 0.05, so it means there is no dependency between Gender andSatisfaction level of customers of Vadodara Central. 93
  • 94. Cross Tabulation Between Marital status and Service of Central Crosstab Central Poor Satisfactory Outstanding TotalMarital Married % with in marital 1.6% 9.5% 88.9% 100.0%status status Unmarried % with in marital 3.4% 14.9% 81.6% 100.0% statusTotal % with in marital 2.7% 12.7% 84.7% 100.0% statusInference:-From above table we can say that 84.7% of people (88.9%married and 81.6% unmarried) feel outstanding about Vadodara Central. Directional Measures Nominal by Interval Value Marital status Eta .102 Dependent Central Dependent .101 This measure of the strength of association between two categorical variables. A value .101 represent a weak association between Marital status and Satisfaction from Central i.e. only 10.1% association between Marital status and Satisfaction from Central. 94
  • 95. Chi-Square Test Between Marital status and Service of Central Ho: There is dependency between Marital and Overall Satisfaction. H1: There is no dependency between Marital and Satisfaction level. Value Df Asymp. Sig. (2-sided) Pearson Chi-Square 1.55 2 .461 N of Valid Cases 150Value of the Pearson Chi-Square is 1.55, it means there is very lessdependency between Marital and Satisfaction level. Sig. value is greaterthan 0.05, so it means there is no dependency between Marital andSatisfaction level of customers of Vadodara Central. 95
  • 96. Cross Tabulation Between Occupation and Service of Central Crosstab Central Poor Satisfactory Outstanding TotalOccupation Student % within 2.0% 17.6% 80.4% 100.0% occupation Professional % within 4.5% 13.6% 81.8% 100.0% occupation Business % within 11.1% 88.9% 100.0% person occupation Retired % within 100.0% 100.0% occupation Govt service % within 100.0% 100.0% occupation Self % within 28.6% 14.3% 57.1% 100.0% employed occupation Service % within 10.0% 90.0% 100.0% occupation House wives % within 100.0% 100.0% occupationTotal % within 2.7% 12.7% 84.7% 100.0% occupationInference:-From above table we can say that 84.7% of people from allDifferent occupation groups feel outstanding about Vadodara Central. Directional Measures Nominal by Interval Value Eta Occupation Dependent .106 Central Dependent .308 This measure of the strength of association between two categorical variables. A value .308 represent a weak association between Occupation and Satisfaction from Central i.e. only 30.8% association between Occupation and Satisfaction from Central. 96
  • 97. Chi-Square Test Between Occupation and Service of CentralHo: There is dependency between Occupation and OverallSatisfaction.H1: There is no dependency between Occupation and Satisfactionlevel. Value Df Asymp. Sig. (2-sided) Pearson Chi-Square 24.04 14 .045 N of Valid Cases 150 Value of the Pearson Chi-Square is 24.04, it means there isdependency between Occupation and Satisfaction level. Sig. value isgreater than 0.05, so it means there is dependency betweenOccupation and Satisfaction level of customers of Vadodara Central. 97
  • 98. Cross Tabulation Between Income and Service of Central Crosstab Central Poor Satisfactory Outstanding TotalIncome Less than 5000 % with in income 9.7% 22.6% 67.7% 100.0% From 5001 to % with in income 19.0% 81.0% 100.0% 10000 From 10001 to % with in income 12.9% 87.1% 100.0% 20000 From 20001 to % with in income 6.3% 93.8% 100.0% 30000 From 30001 to % with in income 100.0% 100.0% 40000 From 40001 to % with in income 100.0% 100.0% 50000 More than 50000 % with in income 10.0% 10.0% 80.0% 100.0% Can not Disclose % within income 6.7% 93.3% 100.0%Total % with in income 2.7% 12.7% 84.7% 100.0%Inference:-From above table we can say that 84.7% of people from alldifferent income groups feel outstanding about Vadodara Central. Directional Measures Nominal by Interval Value Eta Income Dependent .202 Central Dependent .314 This measure of the strength of association between two categorical variables. A value .314 represent a weak association between Income and Satisfaction from Central i.e. only 31.4% association between Income and Satisfaction from Central. 98
  • 99. Chi-Square Test Between Income and Service of Central Ho: There is dependency between Income and Overall Satisfaction. H1: There is no dependency between Income and Satisfaction level. Value Df Asymp. Sig. (2-sided) Pearson Chi-Square 18.39 14 .189 N of Valid Cases 150Value of the Pearson Chi-Square is 18.39, it means there is dependencybetween Income and Satisfaction level. Sig. value is greater than 0.05, so itmeans there is dependency between Income and Satisfaction level ofcustomers of Vadodara Central. 99
  • 100. Cross Tabulation Between Visit and Service of Central Crosstab Central Poor Satisfactory Outstanding TotalVisit Once % within visit 4.3% 21.7% 73.9% 100.0% Twice % within visit 1.5% 13.4% 85.1% 100.0% Thrice % within visit 2.5% 12.5% 85.0% 100.0% More than that % within visit 5.0% 95.0% 100.0%Total % within visit 2.7% 12.7% 84.7% 100.0%Inference:-From above table we can say that 84.7% of people feeloutstanding during there visit at Vadodara Central. Directional Measures Nominal by Interval Value Eta Visit Dependent .161 Central Dependent .129 This measure of the strength of association between two categorical variables. A value .129 represent a weak association between Visit and Satisfaction from Central i.e. only 12.9% association between Visit and Satisfaction from Central. 100
  • 101. Chi-Square Test Between Visit and Service of CentralHo: There is dependency between Visit and Overall Satisfaction.H1: There is no dependency between Visit and Satisfaction level. Value Df Asymp. Sig. (2-sided) Pearson Chi-Square 5.631 6 .466 N of Valid Cases 150 Value of the Pearson Chi-Square is 5.631, it means there is lessdependency between Visit and Satisfaction level. Sig. value is greaterthan 0.05, so it means there is no dependency between Visit andSatisfaction level of customers of Vadodara Central. 101
  • 102. FINDINGS 102
  • 103. My major findings from my study are asfollowsAs my research was done on the customers of the Vadodara Central, NearGenda circle, Wadi Wadi, Baroda are agree on following statements. 1. The location of the mall was convenient and perfect for there home shopping requirements. 2. Offer and schemes are provided by the mall was good and satisfactory. 3. All products which are required to purchase for life style maintain are available. 4. The arrangements of all products & other physical facilities at the store are good and it makes the shopping convenient& comfortable. 5. There are wide ranges of products available at the mall as per the need of all age group people. 6. Most of the people (75%) agree that employees of the store are courteous, friendly, well groomed and give proper knowledgeable and handle the queries properly. 7. The space, ambience, lighting and cleanliness of the mall were very good. 8. Most of the people (70%) preferred to visit the mall twice and thrice in a month frequently. 9. Most of the people (64%) give first preference to Central than the other malls in the Vadodara city. 10. Westside will be second preference for the people of Vadodara for shopping (27.3%). 11. Most of the purchase done by the of 20 to 30 years age group, so Central should concentrate on these young age group people. 103
  • 104. CONCLUSION 104
  • 105. 4.0 CONCLUSION1. Most of customers prefer visit Vadodara Central regularly preferable on Saturday and Sunday.2. The variety, Quality and range of products are of best type.3. Most of the people preferred to purchase from men wear, women wear and people come for central for enjoying the food court.4. The customers are agree that staff of the Vadodara Central is having properly groomed, courteous and having Knowledgeable.5. The variety merchandise and quality of product is good enough.6. The major purchase done by the young age group people. 105
  • 106. RECOMMENDATIONS 106
  • 107. 5.0 RECOMENDATION From the findings, the following recommendations are being made to Vadodara Central to get optimum benefit by knowing the customer satisfaction level from the customer of Vadodara city. 1. There should be lack of sitting place, there should facility so the Customers can sit for some time and spend some time more on Purchasing of product. 2. Vadodara Central enjoys the first preference in the mind of people of Vadodara and to sustain this position in future the company has to do proper advertisements and maintain good relation with customers. 3. Some more products which are required to purchase for life style maintain is to be available. 4. There should be proper system for the security of the mall so; the customers will not face uneven problems. 5. Most of the purchase done by the of 20 to 30 years age group, so Central should concentrate on these young age group people. 107
  • 108. BIBLIOGRAPHY 108
  • 109. 6.0 BIBLIOGRAPHY1) Donald R Cooper & Pamela S Schindler Business Research Methods Eighth Edition (2003), Tata McGraw-Hill, New York.   Marketing Research [TATA McGraw-HILL EDITION] By G.C. Berry.  Marketing Management [ ] By Philip Kotler & Kevin Lane Kaller  Consumer Behavior [PEARSON EDUCATION] By Leon G Schiffman & Leslie Lazar Kanuk  Www. Pantaloons.com 109
  • 110. APPENDIX 110
  • 111. QUESTIONNAIRE ON CUSTOMER SATISFACTION OF PEOPLE OF VADODARA AT VADODARA CENTRAL.INSTRUCTIONS: 1. Please give true and correct information. 2. This data is collected and used for the research purpose and will be used by the education institutes. 3. Please tick (√) in the box as per asked. 4. Give the explanation in brief were asked. 5. The answers/information given by you will be kept secret and will not disclose under any circumstances to any one. QUESTIONS: 1. Which of the following malls you visit frequently in Vadodara? Give rank on (1 to 5) rating scale on basis of preference. CENTRAL WESTSIDE PANTALOONS PLANET FASHION OTHERS___________ 2. Did you purchase anything today during your visit at central? YES NO If yes then go to question no.4 3. Could you please share a reason why have you not made any purchase? I accompanied someone during this visit I come to spend some time I came to dine I came to do Window shopping 111
  • 112. 4. Please specify from which section you have purchased? (You can mark more than one). MENS WEAR WOMANS WEAR KIDS WEAR FOOTWEARS SPORTSWEARS FOOD COURT COSMETICS & JEWELERY & BOOKS & ASSESORIES WATCHES MUSIC TOYS ELECTRONICS & MOBILE APPLIANCES PHONES 5. Please rate the staff of our mall by tick mark the box. Disagree Neutral Agree COURTEOUS FRIENDLY WELL GROOMED KNOWLEDGEABLE 6. Please tick mark in the following which best suites them?PARTICULARS OUTSTADING SATISFACTORY POORHow did you find our variety, quality andrange of products?What do you think of our prices?Were you comfortable navigating in themall?How do you find our cleanliness of the store? 112
  • 113. 7. How many times in a month did you visit the Central? ONCE TWICE THRICE MORE THAN THAT 8. What did you think of the services that are provided in following malls?MALLS OUTSTANDING SATISFACTORY POORWESTSIDECENTRALPANTALOONPLANET FASHIONJADE BLUESUBHIKSHA 9. Please tell about your experience during the visit to central.PARTICULARS POOR NEUTRAL GOODParkingAmbience of the mallLighting in the mallMusic in the mallMovement inside themall 10. Will you shop again at Central? CERTAINLY MAY BE NOT VERY LIKELY 11. Any valuable suggestions or recommendations: 113
  • 114. 12. Personal Details: Name: ______________________ Email ID: ____________________ Phone No: ____________________ Please select your age group: Below 20 years 20 to 25 years 26 to 30 years 31 to 40 years 41 to 50 years 50 years above Select your gender MALE FEMALE Marital status: Married Unmarried Please choose your present occupation. STUDENT PROFEESIONAL BUSINESS PERSON RETIRED GOVT SERVICE SELF EMPLOYED SERVICE HOUSEWIVES OTHERS In which income group you belongs Income (monthly): Less then 5000 From 5001 to 10000 From 10001 to 20000 From 20001 to 30000 From 30001 to 40000 From 40001 to 50000 More than 50000 Can not disclose 114
  • 115. THANK YOU 115