This document discusses a study conducted on customer satisfaction towards Pantaloons store in Bhubaneswar, India. It provides background on Pantaloons and details on the research methodology, which involved a survey of 100 respondents using a questionnaire. The results of the survey are presented in tables showing responses by age group to questions on shopping preferences, store visit frequency, product ratings, customer service ratings and overall satisfaction levels. In general, most customers were satisfied with prices, product quality and customer service at Pantaloons. Younger customers tended to visit more frequently and rated the shopping experience more positively compared to older age groups.

1. SUBMITED BY
SAMBIT KUMAR BALIARSINGH
Regd No-150402100030

2.  CUSTOMER SATISFACTION
 Customer satisfaction is a marketing term that measures
how products or services supplied by a company to meet
customer's expectation.
 WHY CUSTOMER SATISFACTION IS IMPORTANT
• It’s a leading indicator of consumer repurchase intentions
and loyalty
• It’s a point of differentiation
• It increases customer lifetime value
• It’s cheaper to retain customers than acquire new ones

3.  “To determine the level of satisfaction of
customers towards Pantaloons store”

4. • Scope is limited to Bhubaneswar pantaloon outlet
• Focus on Selling strategy.

5. • Sometimes most of the people are in hurry. And they
might not have responded truly to all the questions.
• Our research is limited to only one store of Pantaloons
at Bhubaneswar.
• Sample size is of 100 respondents so errors may crop
in while generalizing the results.

6. • Pantaloons is the subsidiary of Aditya Birla Group.
• It has over 1000 stores across 73 cities in India.
• Pantaloon Retail (India) Limited, is India’s leading
retailer that operates multiple retail formats in both
the lifestyle segment of the Indian consumer market.

7. PANTALOONS BRAND
NON- PANTALOONS
BRAND
 Bare Denim
 Bare Lousier
 SF
 Rig
 Indus Route
 Alltomoda
 Agile
 Levis
 Pepe jeans
 John Player
 Spykar
 Cellio
 Louis Philippe
 Peeter England

8.  Research methodology states how the research has been undertaken and
the way in which it follows are:
 TYPE OF QUESTIONNAIRE USED
 METHOD OF DATA COLLECTION
 SAMPLING DESIGN AND SAMPLING METHODS.
 DATAANALYSIS.
 THE TYPE OF QUESTIONNAIRE USED IN THE RESEARCH WAS;
 OPEN ENDED QUESTIONS- Where the respondents are free to answer in
their own words and express their ideas to choose the right answers.
 MULTIPLE CHOICE QUESTIONS- Questions of this type offer the
respondents an alternative to choose the right answer among others. It is
faster, time saving and less biased. It is faster, time saving and less biased.

9. • Primary Data
• Secondary Data.
 Primary Data: -Primary data's are gathered by using
the questionnaire and interviews.
 Secondary Data: - Secondary data's are gathered
from the official website of Pantaloons.

10. • In this research process SAMPLING method can use for data
collection.
• Sample design is a definite plan of obtaining some items from
a huge population.
• Sampling Technique : SYSTEMATIC RANDOM
SAMPLING.
• Because in systematic random sampling method there is an
equal chance of selecting each unit from the huge population.
• Sample Size : 100
• Sampling Area : Inside the pantaloons store.

11.  Data analysis is to be done through
• Percentage method
• Bar chart method
 After the collection and analysis of the data.

12. DATA
ANALYSIS

13. Q1- Where do you buy your Apparels from?
Age Group
Nearby garment
shops
Pantaloons
Any other
retail outlet
TOTAL
(100)
10-20 25% 60% 15% 28
20-30 36% 44% 20 % 46
30-40 32% 63% 6% 19
40-50 43% 43% 14% 7
25%
36%
31%
43%
60%
44%
63%
43%
15%
20%
6%
14%
10-20 20-30 30-40 40-50
Where do you buy your Apparels from?
Nearby garment shops Pantaloons Any other retail outlet

14. Q2.Which are the following retail outlets you have visited?
AGE
GROUP
Central Mall Brand Factory Big Bazaar Vishal TOTAL(100)
10-20 47% 25% 23% 5% 21
20-30 54% 27% 11% 8% 48
30-40 48% 40% 8% 4% 25
40-50 50% 33% 16% 1% 6
47%
25%
23%
5%
54%
27%
11%
8%
48%
40%
8%
4%
50%
33%
16%
1%
0%
10%
20%
30%
40%
50%
60%
Central Mall Brand Factory Big Bazaar Vishal
Which are the following retail outlets you have visited?
10-20
20-30
30-40
40-50

15. Q3. How often you visit Pantaloons in a month?
Age Group 1-3 times 3-6 times 6-9 times 9-10 times
TOTAL
(100)
10-20 54% 36% 0% 0% 14
20-30 44% 39% 13% 4% 64
30-40 42% 43% 15% 0% 16
40-50 33% 34% 33% 0% 6
54%
44%
42%
33%
36%
39%
43%
34%
0%
13%
15%
33%
0%
4%
0%
0%
10-20 20-30 30-40 40-50
How often you visit Pantaloons in a month?
1-3 times 3-6 times 6-9time 9-10time

16. Age Group Variety of product Low price
Convenience
Location
Status symbol
Age group YES NO YES NO YES NO YES NO
10-20 61% 39% 45% 55% 72% 28% 62% 38%
20-30 70% 30% 54% 46% 90% 10% 57% 43%
30-40 65% 35% 70% 30% 77% 23% 63% 37%
40-50 77% 23% 80% 20% 71% 29% 0% 1%
61%
39%
45%
55%
72%
28%
62%
38%
70%
30%
54%
46%
90%
10%
57%
43%
65%
35%
70%
30%
77%
23%
63%
37%
77%
23%
80%
20%
71%
29%
0% 1%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
YES NO YES NO YES NO YES NO
Variety of product Low price Convenience Location Status symbol
What do you think is the reason of visiting Pantaloon?
10-20 20-30 30-40 40-50

17. Q5. What do you consider about the price of the product at pantaloons?
Age Group Below market rate
At par market
rate
Above
market rate
TOTAL
(100)
10-20 22% 52% 26% 23
20-30 5% 87% 8% 47
30-40 5% 80% 15% 20
40-50 50% 30% 20% 10
0% 2% 1% 0% 0%
17%
41%
21%
3%
0%
6% 4% 3% 2% 0%
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
10-20 20-30 30-40 40-50 50-60
PERCENTAGE
OF
RESPONDENTS
AGE GROUP
What do you consider about the price of the product at pantaloons?
Below market rate
At par market rate
Above market rate

18. Q6. How will you rate the product that available in pantaloons?
Age Group Excellent Good Satisfactory Average Poor TOTAL
10-20 22% 63% 15% 0% 0% 22
20-30 39% 35% 24% 2% 0% 46
30-40 27% 42% 18% 13% 0% 22
40-50 30% 40% 10% 20% 0% 10
22%
63%
15%
0%
0%
39%
35%
24%
2%
0%
27%
42%
18%
13%
0%
30%
40%
10%
20%
0%
Excellent Good Satisfactory Average Poor
How will you rate the product that available in pantaloons?
10-20 20-30 30-40 40-50

19. Q7. How was your billing experience?
Age Group Excellent Good Satisfactory Average Poor
TOTAL
(100)
10-20 13% 53% 34% 0% 0% 26
20-30 17% 65% 18% 0% 0% 46
30-40 11% 38% 42% 9% 0 21
40-50 14% 42% 2% 28% 14% 7
13%
53%
34%
0%
0%
17%
65%
18%
0%
0%
11%
38%
42%
9%
0
14%
42%
2%
28%
14%
Excellent Good Satisfactory Average Poor
How was your billing experience?
10-20 20-30 30-40 40-50

20. Age Group
SERVICE
1 2 3 4 5 TOTAL(100)
10-20 45% 55% 0 0 0 20
20-30 28% 72% 0 0 0 38
30-40 27% 55% 18% 0 0 18
40-50 29% 37% 25% 9% 0 24
45%
55%
0
0
0
28%
72%
0
0
0
27%
55%
18%
0
0
29%
37%
25%
9%
0
1 2 3 4 5
SERVICE
SERVICE
10-20 20-30 30-40 40-50

21. Age Group
STAFF
1 2 3 4 5 TOTAL(100)
10-20 34% 60% 0% 6% 0% 26
20-30 42% 50% 2% 6% 0% 42
30-40 52% 43% 0% 5% 0% 21
40-50 9% 63% 0% 28% 0 11
34%
60%
0%
6%
0%
42%
50%
2%
6%
0%
52%
43%
0%
5%
0%
9%
63%
0%
28%
0
1 2 3 4 5
STAFF
STAFF
10-20 20-30 30-40 40-50

22. Age Group
AMBIENCE
1 2 3 4 5 TOTAL(100)
10-20 19% 61% 4% 16% 0% 31
20-30 21% 45% 10% 24% 0 51
30-40 18% 33% 11% 38% 0 12
40-50 2% 66% 16% 16% 0 6
19%
61%
4%
16%
0%
21%
45%
10%
24%
0
18%
33%
11%
38%
0
2%
66%
16%
16%
0
1 2 3 4 5
AMBIENCE
AMBIENCE
10-20 20-30 30-40 40-50

23. Age Group
LOCATION
1 2 3 4 5 TOTAL(100)
10-20 42% 51% 0% 5% 2% 33
20-30 38% 61% 0% 1% 0% 49
30-40 25% 50% 0% 25% 0% 8
40-50 10% 60% 10% 20% 0% 10
42%
51%
0%
5%
2%
38%
61%
0%
1%
0%
25%
50%
0%
25%
0%
10%
60%
10%
20%
0%
1 2 3 4 5
LOCATION
LOCATION
10-20 20-30 30-40 40-50

24. Age Group
PARKING
1 2 3 4 5 TOTAL
10-20 18% 34% 0% 18% 0% 22
20-30 13% 37% 4% 38% 8% 45
30-40 6% 30% 17% 34% 13% 23
40-50 20% 40% 20% 20% 0% 10
18%
34%
0%
18%
0%
13%
37%
4%
38%
8%
6%
30%
17%
34%
13%
20%
40%
20%
20%
0%
1 2 3 4 5
PARKING
PARKING
10-20 20-30 30-40 40-50

25. Age Group
SATISFACTORY
1 2 3 4 5 TOTAL(100)
10-20 23% 66% 0% 9% 2% 21
20-30 29% 65% 0% 6% 0% 41
30-40 30% 60% 10% 0% 0% 20
40-50 38% 50% 5% 7% 0% 18
23%
66%
0%
9%
2%
29%
65%
0%
6%
0%
30%
60%
10%
0%
0%
38%
50%
5%
7%
0%
1 2 3 4 5
SATISFACTORY
satisfactory
10-20 20-30 30-40 40-50

26. Age Group
EXCITING
1 2 3 4 5 TOTAL
10-20 29% 45% 10% 16% 0% 31
20-30 26% 50% 15% 9% 0% 42
30-40 16% 56% 9% 19% 0% 16
40-50 18% 36% 27% 19% 0% 11
29%
45%
10%
16%
0%
26%
50%
15%
9%
0%
16%
56%
9%
19%
0%
18%
36%
27%
19%
0%
1 2 3 4 5
EXCITING
EXCITING
10-20 20-30 30-40 40-50

27. Age Group
JOYFULL
1 2 3 4 5 TOTAL
10-20 23% 40% 26% 10% 0% 30
20-30 21% 34% 25% 20% 0% 29
30-40 33% 36% 21% 10% 0% 22
40-50 26% 26% 37% 11% 0% 19
7%
6%
14%
3%
0%
6%
4%
19%
0% 0%
3%
8%
9%
2%
0%
5% 5%
7%
2%
0%
0%
2%
4%
6%
8%
10%
12%
14%
16%
18%
20%
1 2 3 4 5
%
OF
RESPONDENTS
RATING POINTS
JOYFULL
10-20
20-30
30-40
40-50
50-60

28. Age Group
VALUE FOR MONEY
1 2 3 4 5 TOTAL
10-20 18% 68% 14% 0% 0% 22
20-30 8% 67% 25% 0% 0% 36
30-40 21% 34% 23% 22% 0% 33
40-50 44% 44% 0% 12% 0% 9
18%
68%
14%
0%
0%
8%
67%
25%
0%
0%
21%
34%
23%
22%
0%
44%
44%
0%
12%
0%
1 2 3 4 5
VALUE FOR MONEY
VALUE FOR MONEY
10-20 20-30 30-40 40-50

29. Age Group
TIRING
1 2 3 4 5 TOTAL
10-20 0% 0% 27% 72% 0% 11
20-30 0% 0% 0% 65% 35% 17
30-40 0% 7% 10% 59% 24% 39
40-50 3% 10% 15% 33% 34% 33
0%
0%
27%
72%
0%
0%
0%
0%
65%
35%
0%
7%
10%
59%
24%
3%
10%
15%
33%
34%
1 2 3 4 5
TIRING
TIRING
10-20 20-30 30-40 40-50

30. Q10. Do you think Pantaloons is a complete retail outlet?
Age Group YES NO TOTAL(100)
10-20 78% 22% 23
20-30 81% 19% 48
30-40 90% 10% 20
40-50 77% 23% 09
78% 81%
90%
77%
22% 19%
10%
23%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
10-20 20-30 30-40 40-50
Do you think Pantaloons is a complete retail outlet?
YES
NO

31. 
 Location: Location plays an important role for any shop.
Pantaloons located in an intersection where the four main
city roads meet each other. So it’s very convenient for the
customer’s to visit the retail store often.
 Additional service: In comparison to other retail outlets,
Pantaloons provide lot of additional services to its customer.
Example: Membership card, Parking lot, Baby areas, etc.
 Facilities: Pantaloons provides various types of facilities,
like Clean and spacious atmosphere, Clean Toilet , Wheel
chair service for the elders, Food court etc.

32.  Process: The process of Check in to check out in
Pantaloons is very easy and convenient to the
customers. There are 15 cash counters are available for
billing goods.
 Promotional offers: Generally Pantaloons provide
different promotional offers for the customer which help
them to purchase more goods.
• Less number of customers from the age group of 20-30
and 40-50 are purchasing their apparels from pantaloons.

33. • Use of Different kind apparel display technique
• Alteration
• Training of staffs for better career development
• Promotional schemes
• Develop the Parking area
• Taking care of Ambience