Uncover Insightful User Journey Secrets Using GA4 Reports
ABCDE
1. A PROJECT REPORT
ON
“To Study and Analysis Of Customer Satisfaction Of Jyotiba Retail Shoppe
at Pune.”
By
"Sachin Shivaji Pawar"
Under the guidance of
"Prof. Sunil Chaughule"
Submitted to
"University of Pune"
In partial fulfillment of the requirement for the award of the degree of
Master of Business Administration (MBA)
Through
All India Shri Shivaji Memorial Society's Institute of Management (MBA) Pune
411001
1
2. 2
DECLARATION
I, the undersigned, hereby declare that the Project Report entitled “To Study and
Analysis Of Customer Satisfaction Of In Jyotiba Retail Shoppe at Pune.” written
and submitted by me to the University of Pune, in partial fulfillment of the requirement
for the award of degree of Master of Business Administration under the guidance of Prof.
Sunil Chaugule is my original work and the conclusions drawn therein are based on the
material collected by myself.
Place: Signature of Student
Date:
3. ACKNOWLEDGEMENT
I have immense pleasure in successful completion of this work titled: “To Study
and Analysis Of Customer Satisfaction In Jyotiba Retail Shoppe” with reference to
Pune city”. Our director Dr.Sanjay Patankar, I acknowledge the support, the
encouragement, extended for this study. I greatly appreciate the motivation and
understanding extended for the project work, by Mr.Nitin Shinde, Jyotiba Supermarket
who responded promptly and enthusiastically to my requests for frank comments, despite
their congested schedules. I am indebted to all of them, who did their best to bring
improvements through their suggestions. I am extremely thankful to Prof. Mr.Sunil
Chaughule , for his continuous encouragement and guidance for this project work. It
could not have been possible for me to complete this work without his suggestions on
every part of this work. I am also thankful to my college’ Library Staff & Administrative
Staff of AISSMS, Institute of Management, who directly or indirectly have been
helpful in some or the other way. I thank my Dearest Parents, who encouraged me to
extend my reach. With their help and support, I have been able to complete this work.
Date: Sachin Pawar
3
4. 4
EXECUTIVE SUMMARY
The research was conducted with a view to find out what the customers need and if
Jyotiba Retail Shoppe approach in meeting their needs is satisfactory or not, customer
coming to any Supermarket have two important needs , the product range efficient and
low price compared to other competitors. The research tells in the satisfaction level at
product range, pricing and other services provided. This research will help Jyotiba
supermarket to find out what the customer need and accordingly they can satisfy the
customers. The study aims to analyze that with the increase in competition in the
supermarket, higher levels of customer satisfaction with affordable price and improved
quality of services are achieving or not .The study also shows whether the customers who
deals with various service providers product and service are satisfied with the service
quality an allied parameter attached to it or not. As competition in supermarket sector is
increasing day by day and all supermarkets are in a run to increase their sales, at times
tend to ignore the satisfaction level of the customers. The supermarkets in order to lure
customer, comes out with attractive customer schemes but in spite of increase in their
revenue, sometimes neglects the customer satisfaction and profitability. So this study is a
one of a kind study where an attempt has been made to know the customers preference
and behavior they show towards a particular product and services and their level of
satisfaction while buying a product. It has been found that the satisfaction level of
customers of Jyotiba supermarket is quite good for many of the factors related with both
product and service. But there is still scope for improvement for Jyotiba supermarket in
the context of customers. Jyotiba supermarket should try to increase the efficiency of its
sales person. Proper training should be given to them where they should be told as how to
improve relation with the customers, become a good listener, perform their duties
efficiently so that overall satisfaction level of customers can be increased. Thus although
Jyotiba supermarket has strong supermarket position in Pune city, it can further
strengthen its brand through customer in Pune city through the above discussed customer
centric initiatives.
5. The researcher also included the question to know.
Is the store ambience delighted for a perfect shopping experience?
Can you find the product easily or not?
5
Any suggestion to store layout
Varieties are required essentially in which department?
In which area Jyotiba retail Shoppe needs improvement?
6. 6
LIST OF TABLES
Sr. No. Table No. Particulars Page No.
1 5.1 Table of recommendation 40
2 5.2 Table of performance 41
3 5.3 Table of product variety 42
4 5.4 Table of price 43
5 5.5 Table of promotion 44
6 5.6 Table of service 45
7 5.7 Table of after sale service 46
8 5.8 Table of schemes 47
9 5.9 Table of product finding 48
10 5.10 Table of product finding suggestion 49
11 5.11 Table of customer satisfaction 50
12 5.12 Table of customer problems 51
13 5.13 Table of complaints 52
7. 7
LIST OF FIGURES
Sr. No. Figure No. Particulars Page No.
1 5.1 Figure of recommendation 40
2 5.2 Figure of performance 41
3 5.3 Figure of product variety 42
4 5.4 Figure of price 43
5 5.5 Figure of promotion 44
6 5.6 Figure of service 45
7 5.7 Figure of after sale service 46
8 5.8 Figure of schemes 47
9 5.9 Figure of product finding 48
10 5.10 Figure of product finding suggestion 49
11 5.11 Figure of customer satisfaction 50
12 5.12 Figure of customer problems 51
13 5.13 Figure of complaints 52
8. 8
INDEX
Chapter No. Particulars Page No.
1 Introduction 9
2 Company Profile 14
3 Objective and scope 29
4 Research methodology 31
5 Data presentation, analysis and interpretation 39
6 Observations & Findings 53
7 Conclusions 55
8 Suggestions & Recommendations 57
9 Limitations 59
10 Annexure & Questionnaire 61
11 Bibliography 66
10. 10
Introduction
Customer satisfaction is the key word used by the business people for the success of
organization in the present days, due to the increase of heavy competition in every
product line, it becomes difficult for companies to retain the customers for longer time.
So to retain the customers for longer time the marketer has to do only one things i.e.,
customer satisfaction. If customers are fully satisfied by the product it not only run the
organization successfully but also fetch many benefits for the company. They are less
process sensitive and they remain customer for a longer period. They buy additional
products overtimes as the company introduce related products or improved products. So
customer satisfaction are gaining a lot of importance in the present day. Every company
is conducting survey on customer satisfaction level of their products to make the products
up to the satisfaction level of customer. Jyotiba supermarket in Pune was facing an un
recognized challenge. They Were not achieving their targeted sale even after putting
special promotional activities. Here my research has its own importance as Jyotiba
supermarket could not understand the customer need or their buying behavior. My
research will help them to recognize what exactly is the customers need and expectation
to enhance their shopping. Customers going to any supermarket have two important
needs, the product range offered and low price compared to other competitors. The
research tells us the satisfaction level in the product range, pricing and other services
provided. This research will help Jyotiba supermarket to find out what the customers
need and accordingly they can satisfy the customers. The research was conducted with a
view to find out what the customers need and does Jyotib supermarket approach in
meeting their needs is satisfactory or not.My study is based on a survey done on
customers of a supermarket named Jyotiba Retail Shoppe. Jyotiba supermarket is a new
type of market which came into existence in India since 1995. My study is on
determining the customers buying behavior of customers in Jyotiba supermarket and the
satisfaction level of customers in Jyotiba Retail Shoppe. My study will find out the
current status of Jyotiba supermarket and determine where it stands in the current market.
This market field survey will help in knowing the present customers tastes and
preferences. It will help me in estimating the customers future needs, wants & demands.
12. 12
Company Profile
Jyotiba supermarket, a wholly owned by Mr.Nitin Shinde, owns and operates
neighborhood stores called Jyotiba supermarket and. These stores provide consumers
immense value and wide choice with products of great quality at affordable prices.
Jyotiba supermarket promise Quality best defined and offer an extensive product mix at
everyday low prices (EDLP), which are substantially lower on customers’ ‘monthly
basket of products’ vis-à-vis similar stores. Inspired by its mission to ‘and it’s goal to
establish a pan-India footprint and become India’s most-preferred multi-brand retailer.
Jyotiba supermarket are one-stop shops that cater to every family’s day-to-day needs.
They bring together a wide range of relevant goods, high quality products and great in-store
experience and service, all under one roof.
These neighborhood format stores offer more than 3,000 products at the lowest prices.
The wide assortment of goods include personal care products, stationery, household
articles, as well as daily-need groceries including vegetables, processed foods, and dairy
products
Jyotiba supermarket provides customers everything a great market offers, bringing
together a potent combination of the familiar and the innovative, all under one roof.
These stores range up to 3000 sq. ft. and offer number of products displayed in a
consumer-friendly manner that brings both entertainment and ease to the shopping trip.
These include cosmetics, stationery. These stores also have farm fresh fruits and
vegetables; grocery and general merchandise.
Sourcing: Jyotiba stores sources high-quality products from number of small vendors , to
ensure a robust supply chain for Jyotiba stores. Jyotiba stores also sources and supplies
products sold in offer prices by its competitors and big retailer stores at the same price
but better quality.
Pan-India Footprint: The first Jyotiba stores was launched in pune at Samgamwadi in
1995. Currently, there are 2 stores in the city. The stores has a goal of expanding itz
chain to the whole of Maharashtra and then to the whole of India.
1995 to present
On successful completion of 10 years in the retail industry, in 2005, Jyotiba stores came
up with setting up a second store at shivajinagar in pune . In 2010 , Jyotiba stores made
addition of a new product line ,now they added apparels to their product line.
13. 13
2.2 Hierarachy of Jyotiba Supermarket
Store Manager
Dept. HR Administration
Sales Manager
Manager Manager
Assistant Maintenance
DM Marketing
Team House
Leader Keeping Cashier
Team
Member
14. 14
2.3 VISION
To deliver Everything, Everywhere, Every time to Every Consumer in the
most profitable manner .
2.4 MISSION
1. We share the vision and belief that our customers and stakeholders shall be served only
by creating and executing future scenarios in the consumption space leading to economic
development.
2. We will be the trendsetters in evolving delivery formats, creating retail realty, making
consumption affordable for all customer segments – for classes and for masses.
3. We shall infuse Indian brands with confused and renewed ambition
4. We shall be efficient and cost-conscious and committed to quality in whatever we do.
2.5 Competitors of Jyotiba Supermarket with regard to services
1. Big Bazaar
2. Reliance Fresh
3. More
4. Vishal mega mart
5. Local retailers
15. 15
2.6 4 P’s of Jyotiba Supermarket
2.6.1 PRODUCT
Jyotiba Supermarket offers the maximum variety for every category of product. The
product is the same in every store in the city but the brand options are more in Jyotiba
Supermarket and the quantity for each product is not limited to large packs only. The
commodities sold by the retail chain includes its “own products” which get a ready
distribution network.
Apparels Home Care Chill Station Farm
Produce
Shirts Shampoos Soft Drink Fruits
Fabrics Detergents Packaged Juices Vegetables
Formal Wear Soaps Milk Items Imported Fruits
Casual Wear Liquid Wash Frozen Foods Dairy Products
16. 16
2.6.2 PRICE
Price is the critical point in a competitive industry. Jyotiba Supermarket works on a
low cost model. It considers its discounted price as its USP. There is an average
discount of 6-8% on all items in respect to their MRP. Prices of products are low
because it is able to secure stock directly from the manufacturer. There are huge
synergies in terms of bulk purchasing, transportation and central warehousing. These
all factors are very helpful for the retailers to keep low prices.
Value Pricing
Promotional Pricing
Low Interest Financing
Psychological Discounting
Special Event Pricing
Differentiated Pricing
Time Pricing
Bundling
2.6.3 PLACE
Place means the location of the business. Jyotiba Supermarket has always worked on
cheap locations. It targets semi-urban population with its placement. Its strategy is to find
a low-cost location and it never goes for hot spots in the city. It relied on promotional
activities to make up for unattractive locations.
Initially Identifies Future/Potential development areas.
Acquire such areas at an early phase before the real estate value booms.
Located at high traffic areas.
Design to look crowded.
17. 17
2.6.4 PROMOTION
Jyotiba Supermarket has huge promotion budgets. The biggest idea behind all
advertisements is to make people do bulk shopping. There are 2 types of promotional
strategies of Jyotiba Supermarket. One is the advertisement which promotes the brand
and creates awareness towards people. It is not targeted at promoting each store but only
creates an image of Jyotiba Supermarket as low-cost shopping option.
Credit system
Low prize
Best quality
18. 18
2.6 SWOT ANALYSIS
2.7.1 Strengths:
Maximum number of varieties: People prefer those places where they can get the
maximum products they need and Jyotiba Supermarket provides vast range of products
under one roof helping in attracting customer and their family to shop together and enjoy
the experience.
High brand equity: Jyotiba Supermarket has created high brand equity through its
promotions and marketing it has created a different image for its products as the cheap
and best.
New promotions and schemes of low prices and discounts: Jyotiba Supermarket
always offers new schemes of low prices and gives discounts in products like Jyotiba
Supermarket offers the Festival Offers in which it offers the lowest of prices than other
days.
19. 19
2.7.2 Weaknesses:
Overcrowded: During weekends the place is overcrowded with people and sometime
even there is the situation of closing the store due to it.
Checkout can be extremely slow: There can be seen a long queue on the billing
counters making the consumer wait for hours due to the slow service and the crowd.
Perception of low price=low quality: Generally people think that if any product has low
price then the quality of the product will be low as they think quality comes with price.
Targets at the middle class and upper middle class only: It targets at the middle and
upper middle class due to which it ignores the upper and elite class people as they are the
cream of the society who are ready to pay any price for the quality and product they need.
2.7.3 Opportunities:
Jyotiba Supermarket can enter into production of various products due to its in depth
understanding of customers’ tastes and preferences. Nowadays people prefer going to one
big store and buy everything instead of visiting different places for different items and
waste time. So Jyotiba Supermarket can expand the business in smaller cities as there is a
lot of opportunity. Lot of potential in the rural market.
2.7.4 Threats:
High business risk involved: Jyotiba Supermarket investment is very large so it is
obvious that there is high business risk involved.
Lot of competitors: There are a lot of malls like Central ,Big Bazaar ,Mega Mart which
is a big threat to Jyotiba Supermarket.
Less Parking Space: Customers are not satisfied with the parking space availability
provided by Jyotiba Supermarket. Hence it’s a threat of Jyotiba Supermarket as it may
loose its customers because of less parking space availability.
20. 20
2.18 Jyotiba Super shoppe
Jyotiba Super shoppe Jotiba Stores
Outlet 2 Outlets
Parent Group Jotiba Stores
Owner Nitin Shinde
Founded 1995
Head Quarter Sangamwadi in Pune
Industry Retail
Tagline We offer Quality at its Best
22. 22
3. Objective & Scope
3.1 Objective:
Primary Objective :
1. To study and analysis of customer satisfaction of retailing at Joytiba retail
shopee.
Secondary Objectives :
1. To study and find out the factors which are responsible for customer satisfaction
level in Jyotiba retail shopee.
2. To study the difficulties faced by the customer while buying products in Joytiba
retail shopee.
3. To find out what improvement can be done to satisfy the customers to copeup
with the fast growing competitors ( like Big Bazar, Relience fresh etc .) and
survive in market.
3.2 Scope
1. The study is helpful to understand the tendency of the local customers towards
Joytiba retail shopee.
2. This study helps to understand the needs of the customers, so that Joytiba retail
shopee can create their promotions accordingly.
3. The study is also helpful to design pricing strategies.
24. 24
4. Research Methodology
Objective
• To study and analysis of
customer satisfaction
Reserch
design
• Discriptive Research
Design
Sample Plan
• Convienence Sampling
Data
collection
• Questionair method
• Observation method
25. 25
Primary source:
Primary data was collected by circulating questionnaire to respective potential
respondents. All respondents were asked questions i.e. through a questionnaire and data
was collected . Primary data was also based on a few observations, made during the
initial few days of the summer internship tenure and the secondary data studied.
Secondary source:
In order to have a proper understanding of the customer service of Jyotiba Supermarket a
depth study was done from the various sources such as Record books, a lot of data is also
collected from the official statistics of the Jyotiba Supermarket and lot of information
was collected through interactions and discussions with the store owners and other
employees .
Sampling Techniques:
Convenience sampling :
During the research sample was selected according to the convenience of the
availability of respondent . easy to measure, cooperative and articulate. Interviews
were conducted with the customers and further the responses were analyzed
26. 26
SAMPLE SIZE:
Sample size : 300
The work is a case of Jyotiba supermarket one of the Retail Sector industry together
representing great performance in retail sector. The survey was conducted in the pune
city, with 300 customers as respondent.
Research design used:
The type of research design which I have chosen is descriptive research design.
Because this research design describes data and characteristics about the population or
phenomenon being studied. Descriptive research answers the questions who, what,
where, when and how.
27. CHAPTER - 5
DATA ANALYSIS AND INTERPRETATION
27
28. 28
5. Data Analysis & Interpretation
1. Will you recommend Jyotiba Retail shopping to your family ?
Option No. of respondents Percentage ( % )
Yes 180 60
No 120 40
Total 300 100
5.1 Table of recommendation
40%
5.1 Fig. of recommendation
60%
0%
yes
no
Interpretation :
60.00 % of the customers recommended the Jyotiba Retail shopping to their friends and
family.
29. 2. How satisfied are you overall with our product variety ?
Option No. of respondents Percentage
Satisfied 230 76
Dissatisfied 40 14
Neutral 30 10
Total 300 100
5.3 Table of product variety
29
14%
5.3 Fig. of product variety
76%
10%
0
Interpretation :
76 % customers are satisfied with the product variety in Jyotiba Supermarket.
Satisfied
Dissatisfied
Neutral
30. 3. What is your perception about our pricing policy ?
Option No. of respondents Percentage
Expensive 15 5
Reasonable 240 80
Neutral 15 5
cheaper 30 10
Total 300 100
5.4 Table of price
expensive reasonable neutral cheaper
30
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
5.4 Fig. of price
Interpretation
80 % customers are aware of the everyday reasonable price,10 % customers are voted as
cheaper price,5 % customers are still think as our price is expensive,5 % custromers are
think as neutral price.
31. 4. Are you satisfied with promotional strategy provided to you ?
Option No.of respondents Percentage
Satisfied 230 76
Dissatisfied 40 14
neutral 30 10
total 300 100
5.5 Table of promotion
31
14%
5.5 Fig. of promotion
76%
10%
satisfied
dissatisfied
neutral
Interpretation
Promotional schemes are easy to understand but there are 14 % customers who don’t.
The company must find some source to solve this issue as most of these customers are
illiterate.
32. 5. How will you rate your experience with respect to our service ?
Option No.of respondents Percentage
Satisfied 270 90
Dissatisfied 25 8
neutral 5 2
total 300 100
5.6 Table of service
satisfied dissatisfied neutral
32
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
5.6 Fig. of service
Interpretation :
90 % customers are fully satisfied with our service, this is good sign as people aware
about our service policy.
33. 6. Are the promotional and product schemes beneficial for you ?
Option No.of respondents percentage
Yes 185 61
No 95 32
Sometimes 20 7
total 300 100
33
5.8 Table of schemes
32%
5.8 Fig. of schemes
61%
7%
0
Yes
No
Sometimes
Interpretation :
61 % customers are aware of our promotional and product schemes are beneficial for us,
32 % customers are still unaware about the scheme. If the scheme is reached to them,
there is a possibility of increasing sales.
34. 34
7. Can you find product easily ?
Products easy to find or
not
No. Of respondents Percentage
Yes 230 76
No 70 24
Total 300 100
5.9 Table of product finding suggestion
24%
5.9 Fig. of product finding suggestion
76%
Yes
No
Interpretation :
This chart shows that the customers are finding it hard to find the location of their
products,this is a serious issue as the company policy states to give new ambience to the
customers by shifting the products location. the floor staffs also finds it hard to handle so
many customers.
35. 8. If no then how do you suggest to improve our service ?
proper sign boards more staff others specify
35
Products easy to find or
not
No. Of respondents Percentage
Proper sign boards 25 35
More staff 45 65
Others specify 0 0
Total 70 100
5.10 Table of product finding suggestion
Note : 230 customers did not respond for this question. % calculated on the basis of
70 customers only.
70%
60%
50%
40%
30%
20%
10%
0%
5.10 fig. of product finding suggestion
Interpretation :
The customers demand for more staff, in the floor as well as at the counters for Cash
billing, few customers have also suggested for proper signage, there is less sign boards in
the electronic section and less staff in the general merchandising section.
36. 9. Do you think the vegetables available at the Store are fresh as claimed ?
Option No. of respondents Percentage ( % )
Yes 120 40
No 180 60
Total 300 100
Percentage ( % )
36
Interpretation :
40
60
60.00 % of the customers recommended the Jyotiba Retail shopping do live upto .their
claims.
Yes
No
37. 10. Is the vegetable counter placed correctly , according to you , in terms of
ease and convenience of seeing and choosing the vegetables before
purchasing them ?
Option No. of respondents Percentage ( % )
Yes 60 20
No 240 80
Total 300 100
Percentage ( % )
37
Interpretation :
800.00 % of the customers are of the view that the vegetables counter is not placed
properly at Jyotiba Retail shopping , thus it needs to be worked upon.
Yes
No
38. 11. Rate the Jyotiba Retail Shopee on the basis of the following parameters ?
Criteria Price Quality
of
product
Availability Packaging Advertising
Satisfied 240 265 260 255 230
Dissatisfied 50 20 30 15 60
Neutral 10 15 10 30 10
Total No. Of
300 300 300 300 300
respondents
80 88 86 85 76
Percentage of satisfaction
80%
38
Percentage
of
satisfaction
5.11 Table of customer satisfaction
88%
86%
85%
76%
Price
Quality of product
Availability
Packaging
Advertising
5.11 Fig. of customer satisfaction
Interpretation :
From the above graphical representation, it is shown that the company must find some
source to solve this advertising issue as most of these customers are illiterate, as
regarding with the price, quality of product, packaging and availability, this is good sign
as people aware about our policy.
39. 12. Does Jyotiba Supermarket gives any response to your suggestion/
0 0
39
complaints ?
any response to your
suggestion/ complaints
No.of respondents Percentage
Yes 260 86
No 40 14
Total 300 100
5.13 Table of complaints
5.13 Fig. of complaints
86%
14%
Interpretation :
86 % customers are reported that Jyotiba Supermarket gives response to his/her
suggestions and complaints.
Yes
No
41. 41
6. Observations
1. Customers were highly satisfied with the product range available in the store
2. Customers find it difficult to find the products.
3. Customers find it difficult to understand the offer signs.
4. P roper signages are not being kept .
5. Finally analyzing all the factors responsible for increasing sales and the no. of
customers in Jyotiba Supermarket.I came to the group has a major focus on
achieving customer needs and their satisfaction level and not to those who made
it possible i.e., the sales force.
6. It is found that sometimes the sales person cannot explain the product properly so
the customers don’t understand importance and need of the product and that
product got reject.
7. There are multitudinous programs and events taking place to attract a large
amount of crowd from the respective locations. But the industry should also keep
in mind the integrated efforts made by the team i.e., the floor staffs,CSD’s, store
supervisors, store manager and the people involved in store activities for the
enhancement customers attraction by the store and finally maximization of
revenue.
43. 43
7. Conclusion
Jyotiba supermarket offering a huge array of goods of good quality for all at affordable
prices. Jyotiba supermarket can attract more customers by different variety an the
assortments. They can improve customer satisfacation by providing home delivery
services. We can conclude that Jyotiba supermarket is one of the major retail shop in
shivajinagar. Working environment is good and also the various facilities is provided to
increase the customer services. There exist a healthy and strong relationship between
employees and managers. The employees accept their responsibility whole heartly and
perform the services in well manner that satisfied the custsomers.It has built a very
emotional and cordial relationship with its customers. It is also very intending to built
long-term relationship with all its stakeholders, which is very essential for a successful
business venture. It is observed that the organization hierarchy is professional as all the
departmental Managers directly report to the store manager.There exist a healthy and
positive relationship between employees and managers. The employees accept their
responsibilities wholeheartedly, accept that it is their responsibilities to carry out a part of
the activities of the company and they will be held accountable for the quality of their
work. It is found that more than 60% of employees are of the age group of 20-35. From
this it reveals that company is having young and energetic workforce who are very
creative, enthusiastic and also very determined to grow in their career and in turn helping
the company to grow. Working environment is good and also the various facilities
provided helps in motivating the employees. The company is reaching out to all the
sections of the society as it is creating a place where not only the rich people shop but
also the middle and the lower class customers come to enjoy the whole shopping
experience.
Moreover the customer friendly ambiance and the organized retailing of products also
make Jyotiba supermarket one of the successful retail store in pune.
45. 45
8. Suggestions & Recommendations
1. It was observed that the vegetables and fruits were bought once or twice a week in
bulk, by the end it would get stale and thus it was suggested that bringing more
fresh vegetables and fruits from the market daily would be a better solution as
most complaints arises in vegetables freshness.
2. Putting up proper sign boards would help to manage the customer’s confusion and
also reduces the floor staffs work.
3. The cash counters rush can be managed by a proper shifting system. The current
system actually makes customers angry as when the shift is over the cashier
leaves then the long queue will be shifted to other lines causing tension for the
other cashier at the counters.
4. The product displaying is not appropriate, “The customers should not find the
products, the products should find the customer”
5. To shift the vegetable section from the other products . As there a lot of
vegetarians.
6. Clothing section must have more variety and fresh stock.
7. Jyotiba retail shopee should keep coming up with new offers in regular intervals,
because offers are the most influencing factor which is responsible for customer
purchase decision.
47. 47
9. Limitations
1. Being located in a locality were the customers are known to the owner ,
customers hesitate to give authentic views for specific question of the
survey, which tends to be a drawback for the study.
2. The data given by respondents is considered as true.
3. For survey sample size is 300.
4. Interpretations made are just mere assumption.
5. Due to fast pace of life, some customers were not able to do justification
to the questionnaire.
6. As per company rule a lot of information was not disclose as the manager
are busy in their daily schedule. It is not possible to spend more time in
interaction with them.
49. 49
10. Annexure
Personal details
Name : ……………………………………..
Email address : ……………………………………….
Address : ……………………………………………..
Mobile no. …………………………………………………
Pin code : …………………………………………
Sex : ………………………
50. JYOTIBA RETAIL SHOPEE
________________________________________________________________________
1. Will you recommend Jytiba Retail shopping to your family/ friends?
□ Yes □ No
2. How satisfied are you overall with our product variety ?
□ Extremely satisfied □ Satisfied □ Neutral
□ Dissatisfied □ Highly Dissatisfied
3. What is your perception about our pricing policy ?
□ Expensive □ Reasonable □ Neutral
□ Cheaper □ Not applicable
4. Are you satisfied with promotional strategy provided to you ?
□ Highly satisfied □ Satisfied □ Neutral
□ Dissatisfied □ Highly Dissatisfied
5. How will you rate your experience with respect to our service ?
□ Highly satisfied □ Satisfied □ Neutral
□ Dissatisfied □ Highly Dissatisfied
6. Are the promotional and product schemes beneficial for you ?
□ Yes □ No □ Sometimes
50
51. 51
7. Can you find product easily?
□Yes □ No
8. If no then how do you suggest to improve it our service?
□ Proper signage ( visible boards ) □ More staffs
□ Pocket map □ others (please
specify) --------------------------------------------------------------------------------------
---------------------------------------------------------------
9. Do you think the vegetables available at the Store are fresh as claimed?
□ Yes □ No
10. Is the vegetable counter placed correctly , according to you , in terms of ease and
convenience of seeing and choosing the vegetables before purchasing them ?
□ Yes □ No
11. Rate the Jyotiba Retail Shopee on the basis of the following parameters ?
Criteria Highly
Satisfied
Satisfied Neutral Dissatisfied Highly
Dissatisfied
Price
Quality of
product
Availability
Packaging
Advertising
52. 12. Does Jyotiba gives any response to your suggestion/ Complints?
□ Yes □ No
52
53. 53
CHAPTER – 11
BIBLIOGRAPHY
11. Bibliography
11.1 BOOKS
1. Research Methodology, Dr.P.G.Pardeshi, Nirali publication, First
edition,page no. 1.2, 1.3, 1.6, 1.7, 4.11, 4.12, 4.13, 4.14, 4.15, 4.16,
4.17, 4.19, 5.5.
2. Research Methodology, C.R.Kothari, New age international
publishers, second edition, page no. 2, 3, 95, 111.
3. Philip Kotler, marketing management, Pearson education, 12th edition.
54. 4. Berry, T., 2008. How to Perform SWOT Analysis.
54
PaloAltoSoftware,Inc.
5. Donnelly, James H. and William R. George (1981), Marketing of
Services. Chicago: American Marketing Association.
6. Wensley, Robin (1981), "Strategic Marketing: Betas, Boxes, or
Basics," Journal of Marketing, 45 (Summer), 173–82.
7. Bettman, James R. and Mita Sujan (1987), "Research in Consumer
Information Processing," in Review of Marketing, Michael J. Houston,
ed. Chicago: American Marketing Association, 197–235
