This document provides an abstract for a case study on brand loyalty and customer retention at Bata India Ltd. It discusses how retaining existing customers is five times cheaper than acquiring new customers. The study aims to understand the relationship between factors that influence customer purchasing intentions and the psychology behind brand loyalty. It provides context on the global footwear industry and Bata's market share in India. A literature review covers factors like convenience, enjoyment, and price that motivate purchases at organized retailers and the dimensions of brand personality that can drive consumer preferences.
This document summarizes information about Bata Limited, a multinational footwear and fashion accessory manufacturer and retailer. Some key points:
- Bata has a retail presence in over 70 countries and production facilities in 18 countries.
- It has a market share of 21.48% in India, where the footwear industry employs over 1.1 million workers.
- A SWOT analysis identifies strengths like its worldwide presence and brand recognition, and weaknesses like high costs for brand protection.
The presentation talks about Pantaloons. The company's 5 P's of Marketing, SWOT Analysis, PESTEL Analysis, Organisation Structure and Finances have been covered.
This report summarizes the performance of the Bata store located in Ambience Mall in New Delhi. Bata is the largest footwear retailer and manufacturer in India, operating over 1200 stores across the country. This particular store is located on the ground floor of the mall and has around 1480 square feet of space. It offers a wide range of footwear, accessories, and related products priced between Rs. 80 to Rs. 10,500. The store utilizes POS systems, provides basic customer services, and competes with stores such as Clarks, Venus Steps, and Rosso Brunello. It is staffed by 9 employees and has a layout that divides products into sections for men's, women's, kids, sports
The document provides information on segmentation, targeting, and positioning strategies for various food and beverage brands in India. It discusses STP strategies for packaged foods, chocolates, biscuits, chips, instant noodles, and ready-to-eat products from brands like Cadbury, Nestle, Britannia, ITC, Amul, Parle, MTR, Frito Lay, and Knorr. The segmentation is based on factors like geography, demographics, benefits sought. The targets include various age groups and customer personas. The positioning focuses on health, taste, and occasions.
Pantaloon Fashion Retail Limited is India's leading retailer that operates multiple retail formats across India, with over 12 million square feet of retail space across 1000 stores in 73 cities.
Pantaloons is among India's largest fashion store chains, focusing on trendy collections for young and young-at-heart consumers through its Pantaloons Fresh Fashion stores present in metros as well as smaller towns.
The document discusses Pantaloon's vision, history, product offerings, customer relationship management practices, SWOT analysis, and the leadership skills and styles of Mr. Avnish Parihar, the Store Manager of Pantaloon
Market Analysis of Gillette India Limited - 2009Anand Hisaria
Gillette India Limited is a subsidiary of Procter & Gamble that was originally incorporated in 1984. It has captured a major share of the premium shaving care market in India. The personal care market in India is growing at 20% annually and represents an opportunity for Gillette. Gillette focuses on personal grooming products, especially shaving creams, gels, and foams. Market research found that Gillette has the highest brand recall and loyalty among shaving product brands in India. The research also indicated factors that influence buying decisions for shaving creams and gels. Based on the findings, recommendations include promoting Gillette shaving creams and gels more aggressively and launching mature products in neighboring countries.
Pantaloons is an Indian retail chain that sells clothing and accessories. It has 81 stores across India. The document discusses Pantaloons' store layout, merchandise segmentation and targeting, visual merchandising strategies, and customer relationship management program. Pantaloons segments customers by geography, demographics, psychographics, and behaviors. It targets youth and middle/upper middle income groups. The stores have a free form layout to maximize space utilization and visibility of products. Pantaloons uses various signage, lighting, and displays to attract customers visually both inside and outside the stores. It also has a loyalty program called the Green Card to encourage customer retention and collect customer data.
Pantaloons is a leading Indian retail brand that deals in lifestyle apparel and accessories. It has over 168 stores across India and targets the middle income demographic with quality products at affordable prices. The document outlines Pantaloons' company description, market analysis, marketing strategies around segmentation, targeting, positioning, and the marketing mix, as well as budgets, controls, and action plans to increase market share.
This document summarizes information about Bata Limited, a multinational footwear and fashion accessory manufacturer and retailer. Some key points:
- Bata has a retail presence in over 70 countries and production facilities in 18 countries.
- It has a market share of 21.48% in India, where the footwear industry employs over 1.1 million workers.
- A SWOT analysis identifies strengths like its worldwide presence and brand recognition, and weaknesses like high costs for brand protection.
The presentation talks about Pantaloons. The company's 5 P's of Marketing, SWOT Analysis, PESTEL Analysis, Organisation Structure and Finances have been covered.
This report summarizes the performance of the Bata store located in Ambience Mall in New Delhi. Bata is the largest footwear retailer and manufacturer in India, operating over 1200 stores across the country. This particular store is located on the ground floor of the mall and has around 1480 square feet of space. It offers a wide range of footwear, accessories, and related products priced between Rs. 80 to Rs. 10,500. The store utilizes POS systems, provides basic customer services, and competes with stores such as Clarks, Venus Steps, and Rosso Brunello. It is staffed by 9 employees and has a layout that divides products into sections for men's, women's, kids, sports
The document provides information on segmentation, targeting, and positioning strategies for various food and beverage brands in India. It discusses STP strategies for packaged foods, chocolates, biscuits, chips, instant noodles, and ready-to-eat products from brands like Cadbury, Nestle, Britannia, ITC, Amul, Parle, MTR, Frito Lay, and Knorr. The segmentation is based on factors like geography, demographics, benefits sought. The targets include various age groups and customer personas. The positioning focuses on health, taste, and occasions.
Pantaloon Fashion Retail Limited is India's leading retailer that operates multiple retail formats across India, with over 12 million square feet of retail space across 1000 stores in 73 cities.
Pantaloons is among India's largest fashion store chains, focusing on trendy collections for young and young-at-heart consumers through its Pantaloons Fresh Fashion stores present in metros as well as smaller towns.
The document discusses Pantaloon's vision, history, product offerings, customer relationship management practices, SWOT analysis, and the leadership skills and styles of Mr. Avnish Parihar, the Store Manager of Pantaloon
Market Analysis of Gillette India Limited - 2009Anand Hisaria
Gillette India Limited is a subsidiary of Procter & Gamble that was originally incorporated in 1984. It has captured a major share of the premium shaving care market in India. The personal care market in India is growing at 20% annually and represents an opportunity for Gillette. Gillette focuses on personal grooming products, especially shaving creams, gels, and foams. Market research found that Gillette has the highest brand recall and loyalty among shaving product brands in India. The research also indicated factors that influence buying decisions for shaving creams and gels. Based on the findings, recommendations include promoting Gillette shaving creams and gels more aggressively and launching mature products in neighboring countries.
Pantaloons is an Indian retail chain that sells clothing and accessories. It has 81 stores across India. The document discusses Pantaloons' store layout, merchandise segmentation and targeting, visual merchandising strategies, and customer relationship management program. Pantaloons segments customers by geography, demographics, psychographics, and behaviors. It targets youth and middle/upper middle income groups. The stores have a free form layout to maximize space utilization and visibility of products. Pantaloons uses various signage, lighting, and displays to attract customers visually both inside and outside the stores. It also has a loyalty program called the Green Card to encourage customer retention and collect customer data.
Pantaloons is a leading Indian retail brand that deals in lifestyle apparel and accessories. It has over 168 stores across India and targets the middle income demographic with quality products at affordable prices. The document outlines Pantaloons' company description, market analysis, marketing strategies around segmentation, targeting, positioning, and the marketing mix, as well as budgets, controls, and action plans to increase market share.
Amul's market share for chocolates has decreased significantly to 5% compared to the market leader Cadbury which has 79% share. Amul aims to formulate an integrated marketing communications strategy to increase awareness and market share of its chocolates. Based on research, Amul identifies key issues such as low awareness, preference for branded chocolates, and potential advertising mediums. Amul will conduct a survey to understand consumer behavior and gauge awareness of Amul chocolates versus competitors. The recommendations include modifying product range, pricing, promotions, and distribution to target all age groups and increase availability across urban and rural markets.
Dmart- A complete Study (Retail Business)Shubham Rathi
Dmart is an Indian chain of cash-and-carry wholesale stores founded in 2002. It was incorporated in 2000 by Radhakishan Damani and has expanded to 155 stores across India as of 2018. Dmart's mission is to provide the best value to customers by offering lower prices than competitors through a business model of bulk purchasing, limited advertising, and direct ownership of real estate. It offers a wide range of products from groceries and household goods to garments, electronics, and beauty products.
This document provides an overview of the retail industry and Max, a value fashion and footwear retailer in India. It discusses that retailing creates economic value through employment and sales. Major retailers like Walmart and Sears employ over 1.6 million people globally. The document then describes Max's target market of value fashion, their expansion plans across India, and their goal of becoming the top value retailer in India and the Middle East. It provides details on Max's product segments and store formats.
Bata BCG matrix, swot analysis and PEST analysisaditisalgaonkar
Bata India is the largest footwear retailer and manufacturer in India, and part of the global Bata Shoe Organization founded in 1894. Bata has a global presence in over 70 countries with 5,000 retail stores and 27 production facilities. While Bata has strong brand recognition and a large distribution network, it faces competition from other brands and its market share has declined over time. Bata operates across various product categories with school shoes being highly profitable "cash cows" while newer fashion brands offer growth potential as "stars". Continued success requires addressing weaknesses like perceived quality issues and leveraging opportunities in fashion, rural markets, and premium products.
A Study on Brand Loyality towards Bata India Ltd.RAVI SINGH
THIS IS THE PROJECT REPORT IS MADE UP BY COLLECTING ALL INFORMATION ABOUT COMPANY IN THIS MANY PEOPLE REVIEW IS PUT UP PIE CHART DIGRAM IS GIVEN AND ALSO INFORMATION ABOUT BATA THAT WHICH PRODUCT THAT THEY ARE SERVING TO THER POTENTIAL CUSTOMER THIS PROJECTS TALK ABOUT WHY CUSTOMERS CHOSING BRAN BATA AND IF NOT THAN WHY...
Pantaloons is an Indian retail chain that operates over 100 stores across India. It offers a range of men's, women's, and kids' apparel, accessories, and home decor through its own private labels and partnerships with other brands. Pantaloons uses a marketing mix strategy that includes competitive pricing by offering branded products at a 10% discount and local brands at 20% off, promotions through loyalty programs and discounts, and a placement strategy of stores primarily in malls located near competitors.
Summer Internship Report on Study of Consumer Behaviour At Louis Philippe which is part of aditya birla group.Louis Philippe is Owned by Madura Garments P Ltd.
The document summarizes the history and operations of Gillette from its founding in 1901 to its acquisition by Procter & Gamble in 2005. It discusses key events such as Gillette's initial focus on safety razors, its expansion into international markets, and its eventual growth into a global leader in grooming products. The summary also provides an overview of Gillette's strategies in India, including launching customized products, establishing a wide distribution network, and focusing on core businesses through restructuring.
This document provides an overview of Shoppers Stop, a leading retailer in India. It discusses Shoppers Stop's history since 1991, store formats, strategic alliances, locations, segmentation and positioning strategies, financial performance, loyalty programs, and competitive analysis. The document also analyzes the impact of the 2008 recession on Shoppers Stop and its plans for international expansion.
Comparative Analysis of Westside vs. PantaloonsEr. Ajay Sharma
In this presentation, our team conducted research on comparative analysis of Westside vs. Pantaloons store at Elante Mall, Chandigarh. You can read our findings in the video. Youtube video link is also attached.
Youtube video: https://youtu.be/Oys2EtVzdu0
For more information: mrajaysharma868@gmail.com
Westside is a retail chain in India owned by Trent Ltd. that was acquired by the Tatas in 1998. It has over 28 stores across India catering to upper middle and lower upper class customers. Westside aims to be a profitable lifestyle retailer and one-stop shop offering apparel, footwear, cosmetics, household items, and other products. While 70% of products are Westside's own brands, it also carries other popular brands to attract more customers.
The document discusses the retail industry in India and provides background information. It notes that organized retail makes up a small portion of the total retail market in India currently. However, it is projected to experience rapid growth over the next decade due to rising incomes, urbanization, and growing consumerism among India's large young population. The size of the organized retail market is estimated to grow at a 21.8% compound annual rate to $55 billion by 2015. Key retail categories that are expected to experience growth include food/grocery, apparel, durables, food service, and home improvement.
This document discusses a project analyzing Balaji Salted Chips and its competitors. It provides an overview of Balaji as a company, examines its increasing market share in India, lists its product range and competitors like Lays and Parle. It analyzes these competitors' pricing, quantities sold, and channel strategies. The document also describes consumer research on brand preferences, distribution networks, pricing satisfaction, new products, packaging preferences, customer segmentation, and loyalty for Balaji Salted Chips.
Consumer buying behaviour for laptop’sNitesh Wadia
The document summarizes the stages of the consumer buying process. It discusses the key stages as:
1) Problem recognition, where a consumer identifies an unmet need. An example is a student needing a laptop for college assignments.
2) Information search, where the consumer searches for information about products that could meet their need. This includes internal memory and external sources like friends.
3) Evaluation of alternatives, where the consumer evaluates different products based on criteria like price, quality and features. The student evaluates laptop brands.
4) Purchase decision, where the consumer decides on a product, brand, store. The student chooses an HP laptop.
5) Post-purchase evaluation, where the consumer is satisfied and
Here are the key points regarding customer behavior towards Pantaloons during the pandemic:
- Increased online shopping and reduced footfalls in stores due to safety concerns. Pantaloons saw a significant growth in its e-commerce business as customers shifted online.
- Preference for trusted brands. Customers were likely to opt for well-known brands like Pantaloons that they feel can ensure a safe shopping experience both online and offline. This enhances Pantaloons' brand equity.
- Focus shifted to essential and casual clothing. Demand increased for comfortable clothing, loungewear, activewear that can be worn at home. Formal and occasion wear sales declined as social gatherings reduced.
-
Founded in 1894 in Zlin, Czech Republic, Bata is a global footwear manufacturer headquartered in Switzerland. The company produces a wide range of footwear brands and has a presence worldwide. Bata was founded by Thomas Bata and is guided by his values of constant innovation, superior customer service, and entrepreneurial spirit. The company has over 1,250 retail outlets across India, where it is one of the largest footwear manufacturers, and sells approximately 50 million pairs of shoes annually.
The document discusses the BCG matrix and how it can be applied to analyze Parle's product portfolio. The BCG matrix categorizes products into four groups based on their market share and market growth: Stars, Cash Cows, Question Marks, and Dogs. The document analyzes which of Parle's products fall into each category. Parle G is identified as a Star product due to its high growth and market share. Cash cow products include Krackjack, Parle Marie, and Hide & Seek due to their low growth but high market share. Question mark products that have high growth but low market share include CHOX, NIMKIN KREAMS GOLD, PARLE 20-20, and MONACO
Customer retention marketing focuses on keeping existing customers rather than acquiring new ones. Some key points:
- Companies lose 20-40% of customers each year, but increasing retention by 5% can increase profits by 50%+.
- While customers may be satisfied, 80% are still open to competitors' offers. Loyalty is less connected to satisfaction than assumed.
- Firms invest heavily in new customer acquisition but then gradually reduce service levels and increase the risk of defection, in a "catch-22" cycle.
- Personalized communication and viewing the customer relationship as a long-term process, rather than a single transaction, are emphasized as ways to improve retention.
This document provides an overview of the evolution of brand building literature from traditional branding to modern brand building models. [1] Traditionally, brands were seen as simple identifiers to distinguish products and create brand images. [2] In recent decades, the focus shifted to see brands as strategic assets that create value and form relationships with customers. [3] Modern brand building models, like brand orientation, brand leadership, and brand asset management, emphasize developing brand identities, building brand equity, and leveraging brands as strategic resources.
Amul's market share for chocolates has decreased significantly to 5% compared to the market leader Cadbury which has 79% share. Amul aims to formulate an integrated marketing communications strategy to increase awareness and market share of its chocolates. Based on research, Amul identifies key issues such as low awareness, preference for branded chocolates, and potential advertising mediums. Amul will conduct a survey to understand consumer behavior and gauge awareness of Amul chocolates versus competitors. The recommendations include modifying product range, pricing, promotions, and distribution to target all age groups and increase availability across urban and rural markets.
Dmart- A complete Study (Retail Business)Shubham Rathi
Dmart is an Indian chain of cash-and-carry wholesale stores founded in 2002. It was incorporated in 2000 by Radhakishan Damani and has expanded to 155 stores across India as of 2018. Dmart's mission is to provide the best value to customers by offering lower prices than competitors through a business model of bulk purchasing, limited advertising, and direct ownership of real estate. It offers a wide range of products from groceries and household goods to garments, electronics, and beauty products.
This document provides an overview of the retail industry and Max, a value fashion and footwear retailer in India. It discusses that retailing creates economic value through employment and sales. Major retailers like Walmart and Sears employ over 1.6 million people globally. The document then describes Max's target market of value fashion, their expansion plans across India, and their goal of becoming the top value retailer in India and the Middle East. It provides details on Max's product segments and store formats.
Bata BCG matrix, swot analysis and PEST analysisaditisalgaonkar
Bata India is the largest footwear retailer and manufacturer in India, and part of the global Bata Shoe Organization founded in 1894. Bata has a global presence in over 70 countries with 5,000 retail stores and 27 production facilities. While Bata has strong brand recognition and a large distribution network, it faces competition from other brands and its market share has declined over time. Bata operates across various product categories with school shoes being highly profitable "cash cows" while newer fashion brands offer growth potential as "stars". Continued success requires addressing weaknesses like perceived quality issues and leveraging opportunities in fashion, rural markets, and premium products.
A Study on Brand Loyality towards Bata India Ltd.RAVI SINGH
THIS IS THE PROJECT REPORT IS MADE UP BY COLLECTING ALL INFORMATION ABOUT COMPANY IN THIS MANY PEOPLE REVIEW IS PUT UP PIE CHART DIGRAM IS GIVEN AND ALSO INFORMATION ABOUT BATA THAT WHICH PRODUCT THAT THEY ARE SERVING TO THER POTENTIAL CUSTOMER THIS PROJECTS TALK ABOUT WHY CUSTOMERS CHOSING BRAN BATA AND IF NOT THAN WHY...
Pantaloons is an Indian retail chain that operates over 100 stores across India. It offers a range of men's, women's, and kids' apparel, accessories, and home decor through its own private labels and partnerships with other brands. Pantaloons uses a marketing mix strategy that includes competitive pricing by offering branded products at a 10% discount and local brands at 20% off, promotions through loyalty programs and discounts, and a placement strategy of stores primarily in malls located near competitors.
Summer Internship Report on Study of Consumer Behaviour At Louis Philippe which is part of aditya birla group.Louis Philippe is Owned by Madura Garments P Ltd.
The document summarizes the history and operations of Gillette from its founding in 1901 to its acquisition by Procter & Gamble in 2005. It discusses key events such as Gillette's initial focus on safety razors, its expansion into international markets, and its eventual growth into a global leader in grooming products. The summary also provides an overview of Gillette's strategies in India, including launching customized products, establishing a wide distribution network, and focusing on core businesses through restructuring.
This document provides an overview of Shoppers Stop, a leading retailer in India. It discusses Shoppers Stop's history since 1991, store formats, strategic alliances, locations, segmentation and positioning strategies, financial performance, loyalty programs, and competitive analysis. The document also analyzes the impact of the 2008 recession on Shoppers Stop and its plans for international expansion.
Comparative Analysis of Westside vs. PantaloonsEr. Ajay Sharma
In this presentation, our team conducted research on comparative analysis of Westside vs. Pantaloons store at Elante Mall, Chandigarh. You can read our findings in the video. Youtube video link is also attached.
Youtube video: https://youtu.be/Oys2EtVzdu0
For more information: mrajaysharma868@gmail.com
Westside is a retail chain in India owned by Trent Ltd. that was acquired by the Tatas in 1998. It has over 28 stores across India catering to upper middle and lower upper class customers. Westside aims to be a profitable lifestyle retailer and one-stop shop offering apparel, footwear, cosmetics, household items, and other products. While 70% of products are Westside's own brands, it also carries other popular brands to attract more customers.
The document discusses the retail industry in India and provides background information. It notes that organized retail makes up a small portion of the total retail market in India currently. However, it is projected to experience rapid growth over the next decade due to rising incomes, urbanization, and growing consumerism among India's large young population. The size of the organized retail market is estimated to grow at a 21.8% compound annual rate to $55 billion by 2015. Key retail categories that are expected to experience growth include food/grocery, apparel, durables, food service, and home improvement.
This document discusses a project analyzing Balaji Salted Chips and its competitors. It provides an overview of Balaji as a company, examines its increasing market share in India, lists its product range and competitors like Lays and Parle. It analyzes these competitors' pricing, quantities sold, and channel strategies. The document also describes consumer research on brand preferences, distribution networks, pricing satisfaction, new products, packaging preferences, customer segmentation, and loyalty for Balaji Salted Chips.
Consumer buying behaviour for laptop’sNitesh Wadia
The document summarizes the stages of the consumer buying process. It discusses the key stages as:
1) Problem recognition, where a consumer identifies an unmet need. An example is a student needing a laptop for college assignments.
2) Information search, where the consumer searches for information about products that could meet their need. This includes internal memory and external sources like friends.
3) Evaluation of alternatives, where the consumer evaluates different products based on criteria like price, quality and features. The student evaluates laptop brands.
4) Purchase decision, where the consumer decides on a product, brand, store. The student chooses an HP laptop.
5) Post-purchase evaluation, where the consumer is satisfied and
Here are the key points regarding customer behavior towards Pantaloons during the pandemic:
- Increased online shopping and reduced footfalls in stores due to safety concerns. Pantaloons saw a significant growth in its e-commerce business as customers shifted online.
- Preference for trusted brands. Customers were likely to opt for well-known brands like Pantaloons that they feel can ensure a safe shopping experience both online and offline. This enhances Pantaloons' brand equity.
- Focus shifted to essential and casual clothing. Demand increased for comfortable clothing, loungewear, activewear that can be worn at home. Formal and occasion wear sales declined as social gatherings reduced.
-
Founded in 1894 in Zlin, Czech Republic, Bata is a global footwear manufacturer headquartered in Switzerland. The company produces a wide range of footwear brands and has a presence worldwide. Bata was founded by Thomas Bata and is guided by his values of constant innovation, superior customer service, and entrepreneurial spirit. The company has over 1,250 retail outlets across India, where it is one of the largest footwear manufacturers, and sells approximately 50 million pairs of shoes annually.
The document discusses the BCG matrix and how it can be applied to analyze Parle's product portfolio. The BCG matrix categorizes products into four groups based on their market share and market growth: Stars, Cash Cows, Question Marks, and Dogs. The document analyzes which of Parle's products fall into each category. Parle G is identified as a Star product due to its high growth and market share. Cash cow products include Krackjack, Parle Marie, and Hide & Seek due to their low growth but high market share. Question mark products that have high growth but low market share include CHOX, NIMKIN KREAMS GOLD, PARLE 20-20, and MONACO
Customer retention marketing focuses on keeping existing customers rather than acquiring new ones. Some key points:
- Companies lose 20-40% of customers each year, but increasing retention by 5% can increase profits by 50%+.
- While customers may be satisfied, 80% are still open to competitors' offers. Loyalty is less connected to satisfaction than assumed.
- Firms invest heavily in new customer acquisition but then gradually reduce service levels and increase the risk of defection, in a "catch-22" cycle.
- Personalized communication and viewing the customer relationship as a long-term process, rather than a single transaction, are emphasized as ways to improve retention.
This document provides an overview of the evolution of brand building literature from traditional branding to modern brand building models. [1] Traditionally, brands were seen as simple identifiers to distinguish products and create brand images. [2] In recent decades, the focus shifted to see brands as strategic assets that create value and form relationships with customers. [3] Modern brand building models, like brand orientation, brand leadership, and brand asset management, emphasize developing brand identities, building brand equity, and leveraging brands as strategic resources.
Dissertation report on customer satisfaction towards rupay cardSardar Ji
RuPay is an Indian domestic debit and credit card scheme launched by NPCI as an alternative to Visa and Mastercard to promote digital payments within India. Major banks like SBI and HDFC issue RuPay cards to customers and the cards can be used at ATMs, point of sale terminals, and online merchants across India. NPCI has an agreement with Discover Financial to enable international acceptance of RuPay cards and has ambitious plans to expand the RuPay network and increase its market share competing with Visa and Mastercard over the next few years.
Building Customer Satisfaction, Value, and RetentionSumit Pradhan
The document discusses building customer satisfaction and retention. It explains that customers seek to maximize value and will purchase from companies that meet or exceed their expectations. Satisfaction results from equaling or surpassing a customer's expectations without exaggerating a product's capabilities. High performance businesses focus on stakeholders, processes, resources, and organization to attract and retain customers through total quality and improved profitability for both the customer and company.
This document discusses the concept of brand loyalty. It provides definitions of brand loyalty from various sources that describe it as the consistent repurchase of the same brand over time due to positive attitudes and commitment toward the brand. The document also discusses factors that influence loyalty like perceived value, satisfaction, trust and usage patterns. It notes that loyalty provides benefits for companies like lower sensitivity to price increases. The summary concludes that brand loyalty is a multidimensional concept involving emotional, cognitive and behavioral dimensions.
A Better Approach to Customer RetentionFramed Data
Welcome to part 1 of 6 for our How to Improve User Retention series. Each week, we’ll provide a new post with best practices, advice, and real examples on how to keep your customers happy, engaged, and buzzing about your product. We’ll chat about high level planning strategy, how to apply specific advice, and point you to some of the web’s best tools. Enjoy!
A project report of customer satisfaction survey on vodafoneProjects Kart
This document appears to be a project report submitted by a student for their Bachelor of Management Studies degree. The report focuses on conducting a customer satisfaction survey for Vodafone, one of the largest telecommunications companies in India. The report includes an executive summary that provides an overview of Vodafone's products, services, market share, marketing strategies and future plans. It also includes chapters that cover topics like the telecommunications industry and regulatory bodies in India, the history and management of Vodafone, a comparison of Vodafone's offerings to its competitors, and the research methodology used for the customer satisfaction survey.
Reliance Jio, Marketing and Business Analysis.MARRIVINAY
This project report discusses a study conducted by Vinay Kumar for Reliance Jio to identify factors to enhance Wi-Fi and 4G LTE coverage in Hyderabad, India. It provides background on Reliance Jio and the telecommunications industry in India. The objectives are to identify buildings suitable for coverage expansion and capture their details. The research methodology included a survey of 704 participants. Key findings were that the number of home passes and number of floors in a building depend on internet usage.
Customer Satisfaction VS. Customer RetentionAhmad Heshmat
it explains the difference between retention and satisfaction, and typed of loyal customers, and also discuss reasons behind churn, specially for telecom industry. (if you want to download,it is open now :)
A Study on Consumer Behaviour towards Branded Garments am ong Male Shoppersinventionjournals
In the age of identity crisis and need for differentiation, everyone is after uniqueness; particularly h ow one wishes to appear. India is a global market for fashion garments and there is a cut throat competition exi sting among brands. Companies are rigorously working on identifying consumer buying behaviour, preferences, creating awareness, and a positive attitude towards their brands in order to grab larger portion of the market. Therefore, it is become necessary to study the consumer behaviour towards various branded men`s garments. T he study emphasis on how consumer evaluate branded garments on the basis of style, texture, price, colour, adv ertisement and celebrity endorsements, preferences towards branded garments and reasons for purchasing bran ded garments. The researcher has used descriptive research design, conducted study only with 150 respondents from two Engineering college, Bangalore. Statistical tools like measurement of central tendency, Chi-Square ar e used to test and analyse the collected data. Finally, it is revealed that irrespective of age and education levels respondents are buying branded garments to enhance their style, ant to protect their self-respect.
A Study on Consumer Behaviour towards Branded Garments am ong Male Shoppersinventionjournals
In the age of identity crisis and need for differentiation, everyone is after uniqueness; particularly h ow one wishes to appear. India is a global market for fashion garments and there is a cut throat competition exi sting among brands. Companies are rigorously working on identifying consumer buying behaviour, preferences, creating awareness, and a positive attitude towards their brands in order to grab larger portion of the market. Therefore, it is become necessary to study the consumer behaviour towards various branded men`s garments. T he study emphasis on how consumer evaluate branded garments on the basis of style, texture, price, colour, adv ertisement and celebrity endorsements, preferences towards branded garments and reasons for purchasing bran ded garments. The researcher has used descriptive research design, conducted study only with 150 respondents from two Engineering college, Bangalore. Statistical tools like measurement of central tendency, Chi-Square ar e used to test and analyse the collected data. Finally, it is revealed that irrespective of age and education levels respondents are buying branded garments to enhance their style, ant to protect their self-respect.
An empirical analysis consumer perception towards branded trousersIAEME Publication
This document summarizes a research study on consumer perception of branded trousers in Coimbatore City, India. The study used a survey of 215 male respondents and statistical analysis to understand factors influencing brand preferences and perceptions of retail showrooms. Key findings include:
1. Raymond, Peter England, and John Player were the most preferred branded trouser brands. Other popular brands included Louis Philippe, Basics, and Arrow.
2. Factor analysis showed relationships between 20 factors influencing branded trouser preferences that were grouped into 6 components explaining over 50% of the variance.
3. Convenient store hours and offers/discounts were found to predict consumers' overall satisfaction with retail garments showrooms.
The article analyzes the concept of the brand, the advantages and disadvantages of the brand, the best brands in the world. The article states that a brand is a graphic mark, word or phrase that denotes and distinguishes goods belonging to one company from goods belonging to another company. The brand is one of the elements of marketing, advertising. Brand may include various symbols, their combinations, and other visual information. Brand can consist of a brand name and a brand symbol. Brand should not be confused with the company logo, which identifies the company itself, but the company may use a common mark, in which case both the logo and the brand are as follows itself. Margarita Išoraite "Best Brand in the World" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-5 | Issue-6 , October 2021, URL: https://www.ijtsrd.com/papers/ijtsrd46351.pdf Paper URL : https://www.ijtsrd.com/management/marketing/46351/best-brand-in-the-world/margarita-išoraite
An empirical analysis on consumer perception towards branded trousersIAEME Publication
This document summarizes a study that examined men's perceptions of branded trousers in Coimbatore City, India. The study investigated which trousers brand was most preferred and what factors influenced men's preferences. It also examined consumer perceptions of retail garments showrooms. Primary data was collected through surveys of 215 men and analyzed using statistical tests. Key findings were that certain factors significantly impacted men's preferences for particular trousers brands. Retailers could use these findings to better understand consumer behaviors and develop effective branding strategies.
This document summarizes a study on the buying decisions of men regarding shirts from single brand showrooms versus multi-brand retail outlets. It provides background on the growth of branded menswear in India. The objectives are to understand factors influencing brand and store selection. Previous related studies examined brand preference, impact of advertising, and customer shopping behavior in modern retail formats. The methodology involved a survey of 200 men in Erode, India regarding their demographic details, purchase patterns, and ratings of showroom factors. Results found that education level, income, and marital status influence purchases. Brand quality and status were highly ranked factors. Single brand and multi-brand showrooms were rated on location, service, product variety, prices, discounts, and credit
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Syllabus
Chapter-1
Introduction to objective, scope and outcome the subject
Chapter 2
Introduction: Scope and Specialization of Civil Engineering, Role of civil Engineer in Society, Impact of infrastructural development on economy of country.
Chapter 3
Surveying: Object Principles & Types of Surveying; Site Plans, Plans & Maps; Scales & Unit of different Measurements.
Linear Measurements: Instruments used. Linear Measurement by Tape, Ranging out Survey Lines and overcoming Obstructions; Measurements on sloping ground; Tape corrections, conventional symbols. Angular Measurements: Instruments used; Introduction to Compass Surveying, Bearings and Longitude & Latitude of a Line, Introduction to total station.
Levelling: Instrument used Object of levelling, Methods of levelling in brief, and Contour maps.
Chapter 4
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Chapter 5
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Chapter 6
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1. Palancharmy, Basic Civil Engineering, McGraw Hill publishers.
2. Satheesh Gopi, Basic Civil Engineering, Pearson Publishers.
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4. BCP, Surveying volume 1
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Brand loyalty and customer retention of bata india limited
1. Brand Loyalty and Customer Retention: A Case Study
on Bata India Ltd
Arijit Basu*,
Abstract
World today is facing a new period of transition; an evitable change that challenges all concepts
and beliefs of today. Its, “We” who are changing dramatically! The middle class and snobbish
thinking are all eradicating, and the most affected sector due to this is the “Organized retail
sector”. Organized retail is growing at a rapid pace in India. Although Indian market is very large
and seems promising, but organized retailers are finding it tough to be profitable. Somehow or
the other they are not getting their basics correct. They often tend to forget “it costs five times
more to attract a new customer than to retain one”. In the age of – integrated marketing
communications, relationship marketing and branding every transaction; “Life Style Retailing” is
the new concept. With open economy in full action, Indian soil is full of opportunities and
competition keeps on increasing. This study focuses on finding out the most innate relationship
between “Customer Retention and Brand Loyalty”. Hence the plot weaves the relationship
between “Factors that influence customers intention to continue purchasing from a particular
organization” and “psychology that conceptualizes human personality and emotionally makes
one brand loyal”. All this takes place with the backdrop of a very popular multinational footwear
brand. Here footwear is considered to ascertain the topic’s homogeneity in terms of – new to this
genre, for this subject is never exploited in the findings of footwear industry before anywhere in
the world.
Keywords: Brand Loyalty, Customer Retention, Excitement, Loyalty Incentives, Customer
Empowerment.
Arijit Basu*,
PGDM, Regional College of Management Autonomous, Bhubaneswar
Email id: arijit_bs@yahoo.co.in,
2. Introduction
Brand differentiation is now becoming an important tactic for combating competition in the
hostile marketplace. A viable solution for establishing the distinctiveness of a brand is through
brand personality. Attaching personalities to brands contributes to a differentiating brand
identity, which can make brands more desirable to the consumer. Jennifer Aaker developed a
specialized brand personality scale, the five dimensions of the scale being sincerity, excitement,
competence, sophistication, and ruggedness.
In this empirical study, an attempt is made to understand the relationship between brand
personality dimensions and brand loyalty. A popular clothing brand in India is examined to test
the impact of its brand personality dimensions on brand loyalty.
“It is said to costs five times more to attract a new customer than to retain one”
Retention is clearly action-oriented. Yet most customers’ service management and customer
service measurement, no matter how comprehensive is constructed around achieving the highest
levels of satisfaction, not retention.
So, in this study, an attempt is made to study the importance of customer retention management.
Structure of World Footwear Industry: Global Consumption.
It is axiomatic to say globally, the footwear industry has an expanding market. World
population increasing, living standards getting elevated, rapid urbanization becoming the demand
driver of the footwear industry.
GLOBAL FOOTWEAR CONSUMPTION
Table 1
Region Millions of Pairs % of Total
China 2,768 22.20
Asia (excluding China) 2,706 21.70
Europe (all) 2,544 20.40
North and Central America 2,381 19.10
Middle East, Africa, 1,172 9.40
Oceania
South America 898 7.20
Total 12,469 100
3. Bata as a Brand
The Bata Shoe Organisation was founded in August 1894 by, Tomas Bata, in Zlin, a small town
in the erstwhile nation of Czechoslovakia.
In less than two decades, this company was identified in expertise in mass
manufacturing of footwear
Today, it is the undisputed global leader in the footwear industry with its products
having a significant share in the World Shoe Market.
In January 1934 it acquired a plot of 155 acres from the Calcutta Port Trust and
from adjacent landowners.
Bata India Limited has established itself as one of Asia’s largest footwear retailer.
It has cornered a 35% market share in the organized sector and 8.5% of the total
footwear market.
About 95% of the company’s revenue came from domestic sales and the rest from
exports.
Bata India currently sells over 45 million pairs of shoes every year and has an
annual sales turnover of more than Rs 800 crore (U.S $ 180 million.)
In Bata, new collections and designs are built regularly with a focus on global, regional and
local fashion trends. The emphasis is on introducing exciting products, which are comfortable,
competitively priced and provide customers “Value for Money”.
LITERATURE REVIEW
Organized retailers have of late realized the potential of customer retention and targeting the
quality conscious and convenience-seeking people. These customers have more disposable
income, and seeking greater convenience, better service, wider assortment and most importantly
– all of these at competitive prices. As a result, various organized retailers are following the suit
of diversification, uniqueness and strategies to gain a competitive edge by skillfully managing
their POD and POP.
According to study of Telang et al. (2007) they found out that convenience, enjoyment and price
are the three important factors that motivate customers to purchase from an organized retail
store. Convenience is defined as a customer’s perception of savings in time and effort, related to
transactions with a vendor ( Berry et al 2002). Enjoyment is defined as the extent to which the
activity of purchasing from an organized retail store is perceived to be enjoyable in its own right.
It encompasses loyalty incentives and henceforth determines the continuous purchasing
4. intention. Perceived price is defined as a customer’s subjective perception of the observed price,
compared to the reference price.
To examine how the relationship between brand and human personality may drive preference,
Aaker (1997) indicates that two types of brand personality scales can be used. The first type is ad
hoc scales, typically composed of a set of traits ranging from 20 to 300 in number. However,
though useful, these scales tend not to be theoretical in nature often having been developed for
the purposes of a specific research study. As a result, key traits may be missing from such scales.
Furthermore, the traits that are selected often are chosen arbitrarily, which casts doubt upon the
scales’ reliability and validity. The second type of brand personality scales are those that are
more theoretical in nature, but are based on human personality scales that have not been
validated in the context of brands (e.g., Bellenger et al., 1976; Dolich, 1969 as cited in Aaker,
1997). Some dimensions (or factors) of human personality may be mirrored in brands whilst
others might not. As a result, the validity of such brand personality scales often is questionable,
leading researchers to argue that “if unequivocal results are to emerge (in the literature on the
symbolic used of brands) consumer behaviour researchers must develop their own definitions
and design their own instruments to measure the personality variables that go into the purchase
decision” (italics in original, Kassarjian 1971). It was against this setting that Aaker (1997)
developed a brand personality scale by isolating these distinct dimensions, further treating brand
personality as a ‘unidimensional construct’ and demonstrating how different types of brand
personalities can be distinguished. This has resulted in the perception that there are multiple
ways in which the brand personality constructs can influence a consumer’s preference, and has
provided investigators with tools so that these may be better understood
Brand
Brand is well associated with the word “Brand Equity” today. Brand is nothing, but the value
added on products and services – reflected in a way that consumers think, feel, and act with
respect to the brand. Consists of – a name, term, symbol, or design or group of them to give them
a uniqueness in status and differentiating from the competitors.
Research Methodology
The survey method was used for this study. The data was collected from 12 retail stores of Bata
located throughout Kolkata City. From the 12 Flagship Stores of Bata which we have visited the
following qualitative Analysis can be done on the pretext of Customer Interviews and Store
Manager’s view points.
5. BRAND LOYALTY
The success of most business is dependant on creation of loyal customers. Selling to brand loyal
customers is far less costly than creating new customers because finding a customer in a first
place is a costly affair whereas loyal customers can act as ambassadors for the company by the
“word of mouth” system. There is a strong correlation between “likely to recommend” and
“customer loyalty” towards the brand. There can be no greater measure of loyalty than a satisfied
customer who says “I strongly recommend you to buy this brand”. In addition brand loyalty
provides firms with strong competitive weapons. Brand loyal consumers are less price sensitive.
Loyalty reduces sensitivity of consumers to marketplace offerings, which gives the firm time to
respond to competitive moves (Aaker 1991).
PARAMETERS TO MEASURE BRAND LOYALTY:-
Sincerity: It is defined as genuine, fully oriented and committedness and trustworthiness. This
relationship is similar to one that exists between a teacher and his sincere student. If an
individual feels the brand is tailor-made to suit his/her personality and is satisfied by the
performance of the same the individual becomes loyal to the brand.
Hypothesis 1 (H1): “Sincerity”- the brand personality parameter lead to Brand Loyalty.
Excitement: Excitement refers to free-spirited, young, enthusiastic attitude and outgoing
personality. If an individual associate himself/herself with such characteristics then he/she will
associate with such brands that will fulfill such characteristic.
Hypothesis 2 (H 2): “Excitement”- the brand personality parameter lead to Brand Loyalty.
Competence: It manifests the expertise power of the individuals’ personality. If an individual is
competent, people rely on him/her on the basis of his/her competence.
Hypothesis 3 (H 3): “Competence”- brand personality parameter will lead to brand loyalty.
Relationship Length: Loyalty grows over time, as the customer gets familiar with the product. The
customer would have got positive experiences with the product, which might also be the reason
why the customer buys the product again. If the customer’s relationship length is higher, it shows
that the customer is loyal. Hence, length of relationship will also have impact on brand loyalty
Hypothesis 4 (H 4): Relationship Length will increase brand loyalty.
CUSTOMER RETENTION
Why customers are more important for any business over a period of time? There are number
of reasons for this. To begin with, to acquire a customer a company incurs promotional costs
like advertising, sales promotion etc. It is said that “it costs five times more to attract a new
customer than retaining one”. The operating cost decreases when a customer stays. Services
being rich in experience and credence qualities, it takes some time for customers to get
6. accustomed to it and once they are used to the product and are satisfied with the service
provider ,they tend to purchase more over a period of time.
Considering the importance of retaining customers in footwear business, Reichheld & Sasser
coined a term ‘Zero Defection’. They highlighted that companies can boost profits by almost
100% by retaining just 5% more of their customers. Further, it is also very important to
understand the life time value of a customer. Further, if by a positive word of mouth, he
brings just one more customer to the organization, his value to the organization doubles.
Therefore, it is important for all the employees in the organization to understand the life time
value of their customers. Once they understand it, they will treat the customer accordingly and
will focus on building relationship with the very people who keep them in business.
PARAMETERS TO MEASURE CUSTOMER RETENTION PHILOSOPHY:-
Continuance Intention: The basic motive of a rational customer is to seek benefits from
purchase of a particular product. If he/she is particularly satisfied with the experience with the
product; then there is basically a point of trust established. Hence he continues to satisfy that
particular need of that particular product from that organization only.
Hypothesis 5 (H 5): Continued patronage leads to customer retention.
Loyalty Incentives: Loyalty incentives or “Customer Based Relation Maintenance” is the
new mantra of today’s retail marketing. Considering factors like – Product Life Cycle,
Competition, Sales Maximization etc. forces organized retail sector to allow attractive
discounts to attract all kinds of customers. Like Pantaloons, “Green Card” concept and
Sreeleathers, “Bonus Points for Rewards” not only helps to make or attract new and old
customers but also have a valuable customer data base; that helps an organization to learn
about customer demographics and changes over time.
Hypothesis 6 (H 6) : Loyalty incentives are positively related to customer retention strategy.
Value for Price: Customers prefer to conduct such transactions with vendors whose products
offer maximum value. Customers evaluate different prospects based on the value of each
prospect. Particularly, they weigh the value of each purchase in order to continue purchasing
from a particular vendor. Empirical results (e.g.; Zeithaml, 1988; and Dodds et al., 1991) also
support the view that “Perceived value leads to customer intention to continue purchasing from
an organized footwear manufacturer.
Hypothesis 7 ( H7 ): Perceived value positively influences customer intention to continue purchasing
from organized retail stores.
Convenience: Convenience is defined as a customer’s perception of savings in time and effort
related to transactions with a vendor (Berry,2002). Convenience is one of the most important
benefits of shopping from an organized retail store (Telang ;2007). It finally helps in proper
utilization of mental and physical energy expended in buying. Hence all these factors together
increase value in purchasing from an organized store.
7. Hypothesis 8 (H 8): Convenience positively influences customer intention in purchasing from particular
vendor.
Hence, these are the important factors considered in the study. The hypothesis is aptly defined where
we wish to prove that :- “Brand Loyalty incremental strategies helps in customer retention / Customer
retention management increases brand loyalty”.
Research Model – Hypothesis Flow Chart
.
Thus, this is how we formulate our goal – which we prove by both qualitative and
quantitative findings.
8. Data Collection
The empirical data was collected from Flagship store over a week. With due permission from
the owners of the store, the data was collected through mall intercept survey method. We
collected 210 valid responses via the questionnaire survey. For this specific study a
Questionnaire was designed which would fulfill the criterion required for our study. The
questionnaire was a Personally Administered Questionnaire. The Questionnaire was designed
to study the Brand Loyalty and Customer Retention Management of Bata India Limited. The
table shows the demographic characteristics of the customers.
Questions included in the Questionnaire are closed-ended questions. The entire questionnaire
was designed with the aid of a 5 scale method to suit the statistical analysis used in the project.
Thus these were the findings from the 12 store visit in Kolkata for the qualitative analysis of
the topic. These are the suggestions and findings from the “Customer” survey conducted through
specific questionnaire.
Quantitative Analysis
This part of the research deals with the questionnaire analysis through SPSS 17.0. The sample
size collected for the study is 210. Further study reveals the characteristics of the consumer
psychology.
Descriptive Analysis
This study is carried out to find whether the data is normally distributed or not. This is carried
out with the help of “Frequency Study”.
Table 2 : Characteristics of Respondents
Particulars Frequency Percent
Gender
Male 132 62.90
Female 78 37.10
Age
0 – 20 18 8.60
20 – 30 162 77.10
30 - 40 15 7.10
41 and above 15 7.10
Education
No formal Education 9 4.30
Matriculate 3 1.40
College level 84 40.00
Post graduate 75 35.70
Professional education 39 18.60
9. Marital Status
Married 39 18.60
Single 171 81.40
Family Size
0-3 66 31.40
4-6 108 51.40
6-10 30 14.30
10 & above 6 2.90
Monthly Income
Less than Rs 10000 60 28.60
Rs 10000 - 15000 99 47.10
15000 - 20000 36 17.10
More than 25000 15 07.10
Occupation
Student 102 48.60
Service 90 42.90
Business 3 1.40
Others 15 7.1
Here we have our vital frequency distribution – showing all vital information required for the
statistical analysis.
Reliability Analysis
The reliability of each scale was assed via ‘item to total correlation (a method used to understand
the reliability of a particular measure wherein the responses of individual item in the measure
and the sum total of the responses of all the items in the same measure are tested for correlation)
and Cronbach coefficient alpha. The results of the reliability analysis are as follows:-
Table 3 : Reliability Analysis Results.
Scale Items Items to Scale mean Scale Cronbach
Total variance Alpha
Correlation
Sincerity Quality 0.604 7.36 2.642 0.582
Comfort 0.656 7.37 3.134 0.551
Lasting 0.435 7.36 3.102 0.792
Excitement Affordable 0.225 11.66 11.279 0.793
Stylish 0.611 11.90 8.818 0.657
Occasion 0.577 11.91 9.294 0.673
Accessories 0.612 11.73 9.242 0.661
10. Fashion 0.543 11.89 8.800 0.684
Competency Elated 0.396 11.66 6.284 0.831
Reliable 0.729 10.81 5.520 0.687
Faithful 0.747 10.91 4.873 0.660
Durability 0.581 11.06 4.906 0.756
Relationship Personality 0.330 17.16 10.095 0.689
Length Satisfaction 0.460 16.81 10.229 0.644
Innovation 0.340 17.29 10.483 0.681
Preffered 0.497 17.11 9.518 0.629
Location 0.371 17.14 10.630 0.670
Reffered 0.570 17.27 9.041 0.602
Continuance Continue - 0.521 3.01 0.818 *
Intention Discontinue -0.521 3.07 1.014 *
Loyalty Incentives 0.306 2.54 0.824 *
Incentives Patronage 0.306 2.97 0.975 *
Perceived Time worth -0.264 6.20 1.797 0.269
Value for Value 0.151 5.96 0.989 -1.402 *
Price Cost -0.196 5.87 1.692 0.025
Convenience Save Time 0.640 6.34 2.591 0.685
Effort/Gains 0.561 6.22 2.916 0.768
Hassle 0.664 6.30 2.575 0.658
All the scales having passed the CRONBACH Alpha test except two scales – “Continuance
Intention” & “Loyalty Incentives”. This means that these parameters are somehow failing to
support the reliability of “CUSTOMER RETENTION”. It is evident that with changing customer
mindset both “Continuance Intention” & “Loyalty Incentives” should be properly defined.
Factor Analysis
All the items of all the measures were factor analyzed together to test convergent and
discriminate validity of the measures. The items were subjected to principal component analysis
(with Varimax Rotation). The factor loading represented the correlation between the items with
the construct (Hair et al, 1992). In component analysis, only the factor having Eigen values
greater than 1 was considered significant (Hair et al, 1992). A minimum value of 0.50 was used
to indicate the loading of any factor. The results of factor analysis are presented here:-
Before doing a Factor Analysis; one must test the total variables considered through a K.M.O.
test. This test shows us whether we have data adequacy for factor analysis or not. i.e whether
factor analysis is possible or not. Again we also take into account the Bartlette’s Test for
Sphericity. This studies about the sample adequacy.The results for this test are as follows:-
11. Table 4 : KMO and Bartlett's Test
The K.M.O value of 0.708
Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .708
indicates that the condition is
Bartlett's Test of Sphericity Approx. Chi-Square 3.517E3
“good” for further tests to be
df 406 carried out.Now we have the
Sig. .000 SCREE PLOT showing the Eigen
values according to the
Components that are being considered for the Factor Analysis :-
Table 5: Factor Analysis – Rotated Component Matrix.
Component
1 2 3 4 5 6 7 8 9
Monthly Income .053 .109 .111 -.160 .050 -.083 .165 .723 -.067
Quality .137 .064 .830 .189 .120 .196 .053 .185 -.012
Comfort .358 .101 .731 .101 .024 .131 -.040 .145 .082
Lasting more than .519 -.091 .195 .204 -.126 .488 .064 .130 .067
others
Affordability .069 .065 .056 .097 .257 .032 .062 -.018 .821
Stylish .102 .706 .142 .254 -.077 -.207 .058 -.154 .210
Special Occasions .224 .743 -.107 -.112 .310 .041 .052 -.083 .096
Accessories -.013 .586 .005 .401 .167 -.086 .225 .175 .312
Latest Fashion -.008 .799 .333 .001 .210 .000 .010 .139 -.186
Elated .233 .184 .373 .085 -.077 .000 .704 .056 -.011
Reliability .737 .021 .219 .301 .147 -.081 .160 .165 .083
Faithfulness .868 .051 .173 .098 .193 -.153 .062 -.047 .034
12. Durability .758 .068 .152 .021 .006 .236 .189 -.117 -.189
Depicts personality .191 .088 .597 -.085 .235 -.042 .416 -.271 -.083
Satisfaction .751 .151 .060 .291 .077 .000 .000 .173 .138
Innovative -.013 .719 .067 .181 -.257 .239 .167 .268 -.052
Highly Preferred .068 .430 .438 .041 .228 -.003 .074 .330 .222
Location .183 .213 -.172 -.019 .404 .173 .704 .112 .100
Highly Referred .414 .346 .232 .367 .159 -.039 .143 .243 -.149
Continue Bata .230 .312 .544 .504 -.093 .166 -.027 .100 .192
Discontinue Bata -.215 -.024 -.146 -.721 .053 -.174 -.041 -.154 -.192
Incentives -.052 -.027 .137 .040 .139 .849 .078 -.028 .037
Reward for patronage -.171 .267 .072 -.322 -.023 .343 -.325 -.254 .472
Time worthy -.236 -.086 .022 -.660 -.215 .061 .076 .205 .049
Value worthy .216 .084 .235 .172 .036 .378 -.314 .601 .019
Cost worthy .216 .199 .206 .574 .224 .093 .068 -.216 -.161
Time saving .125 -.035 .053 -.010 .825 .094 .199 .045 .128
Minimum efforts .091 .325 .213 .112 .627 .382 -.143 .100 .083
Minimum hassle .102 .154 .130 .390 .752 -.144 .026 -.010 .131
Rotation Method – Verimax with Kaiser Normalization.
Extraction Method – Principal Component Analysis.
The above results of factor analysis shows the entire variables we have used for studying brand
loyalty and customer retention is reduced to nine factors. Which have been extracted by Principal
Component Analysis. The same is shown by scree plot.
Customer Retention in Footwear Industry
Customer Consulting:-
Customer consulting is becoming an indispensable factor in today’s stiff competitive world.
Customer consulting refers to data, information systems and advice services that seller offer to
buyers.
Bata being a footwear company should use the customer consulting process to give a personal touch
to customers by answering their queries and informing them about the pros and cons about the
product they wish to purchase.
Customer Empowerment:-
Customers are becoming more sophisticated with their purchase and services. Customers should be
made to feel special .Their complaints and grievances are to be attended by the company without
much delay. 90 percent of dissatisfied customers report they share their story with friends.
13. Hypothesis Testing
Table 5 provides the results of hypotheses H1, H2, H3, and H4. All these hypotheses were tested using
multiple regression with the help of SPSS 17.0. If the company promotes these personalities in their
advertisement campaigns, they will lead to loyal customers. There were other factors which were
also considered during the study like sincerity, excitement, ruggedness and length of relationship,
which have positive impact on brand loyalty. All these hypotheses were tested using multiple
regressions with the help of SPSS 17.0.
Table 5 provides the results of hypotheses H1, H2, H3, H4 .These hypotheses indicate how brand
personalities and length of relationship can lead to brand loyalty. The results of hypothesis H5, H6,
H7 and H8 studies about customer retention.
Hypothesis Testing
14. Conclusion and Suggestions:
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