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To understand customer satisfaction at reliance fresh

Sonali Srivastava
Sonali Srivastava
Sonali SrivastavaDigital Marketing Executive

“To Understand Customer Satisfaction At Reliance Fresh” specially related to vegetable segment of the store done by collecting primary data.

To understand customer satisfaction at reliance fresh

1 of 61
1
SUMMERTRAINING PROJECT REPORTON
ToUnderstandCustomerSatisfactionAt RelianceFresh
RelianceFresh,SeagullApartment, Sakchi,Jamshedpur.
FORTHEPARTIALFULFILLMENTOFTHEREQUIREMENT
FORTHEAWARDOF
BACHELORINBUSINESSADMINISTRATION
UNDER THEGUIDANCE OF: UNDER THESUPERVISION OF:
Mr.Soumya MoyMaitra Mr.MukeshRoshan (SM)
SUBMITTEDBY:
NAMEOF STUDENT- Sonali Srivastava
UNIVERSITYROLLNO:- 11BBA215337379
UNIVERSITYREGISTRATION NO:- BBA53929/2010
BBA(2010-2013)
NETAJI SUBHAS INSTITUTE OFBUSINESS MANAGEMENT ,POKHARI, JAMSHEDPUR
APPROVED BYAICTE, MINISTRY OFHRD,GOVT.OFINDIA
AFFILIATED TOKOLHAN UNIVERSITY, CHAIBASA
2
CONTENTS
SL No. Heading Page
1. Declaration 3
2. Certificate From The Company 4
3. Certificate From The Guide 5
4. Acknowledgement 6
5. Executive Summary 7
6. Chapter 1: Introduction 8- 24
a). Company Profile 9- 22
b). Objectives of the study 23- 24
7. Chapter 2: Research Methodology 25- 31
a). Sources of Data 26
b). Sample Size 27
c). Method of Data Collection 28
d). Instrument Used 29
e). Statistical tools & techniques of
analyses
30- 31
3
8. Chapter 3: Data Analyses 32- 42
9. Chapter 4: Result & Findings 43- 45
10. Chapter 5: Limitation of Study 46- 48
11. Chapter 6: Conclusion 49- 51
12. Chapter 7: Suggestions/
Recommendations
52- 53
13. Chapter 8: Bibliography 54- 55
14. Chapter 9: Annexure 56- 59
a). Questionnaire 57- 58
b). Abbreviation 59
4
Declaration
I, Sonali Srivastava, hereby declare that this project titled
“To Understand Customer Satisfaction At Reliance Fresh”
submitted by me is exclusively prepared for the
fulfillment of Bachelore of Business Administration
degree in Netaji Subhas Institute of Business
Management, Jamshedpur. I also declare that this report
has not been submitted to any other institution or
published any where before. I take the full responsibility
for the authenticity and truthfulness of the report.
Date:………………………………. Sonali Srivastava
Place:……………………………… ……………………………………
5
6
Certificate from the Institution Guide
To Whom It May Concern
This is to certify that Ms. SONALI SRIVASTAVA, a student of BACHELOR
OF BUSINESS ADMINISTRATION (2010-2013), in Netaji Subhas Institute
of Business Management, Jamshedpur has worked in RELIANCE FRESH
under the able guidance and supervision of Mr. MUKESH ROSHAN .
The period for which He/ She was on training for 8 weeks, starting from
15TH
Oct,’12 to 15TH
Dec,’12.
This Summer Internship report has the requisite standard for the
Bachelor of Business administration.
Date:…………………………… ………………………………………
Place:…………………………… Prof: Soumya Moy Maitra (Marketing)
NSIBM

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To understand customer satisfaction at reliance fresh

  • 1. 1 SUMMERTRAINING PROJECT REPORTON ToUnderstandCustomerSatisfactionAt RelianceFresh RelianceFresh,SeagullApartment, Sakchi,Jamshedpur. FORTHEPARTIALFULFILLMENTOFTHEREQUIREMENT FORTHEAWARDOF BACHELORINBUSINESSADMINISTRATION UNDER THEGUIDANCE OF: UNDER THESUPERVISION OF: Mr.Soumya MoyMaitra Mr.MukeshRoshan (SM) SUBMITTEDBY: NAMEOF STUDENT- Sonali Srivastava UNIVERSITYROLLNO:- 11BBA215337379 UNIVERSITYREGISTRATION NO:- BBA53929/2010 BBA(2010-2013) NETAJI SUBHAS INSTITUTE OFBUSINESS MANAGEMENT ,POKHARI, JAMSHEDPUR APPROVED BYAICTE, MINISTRY OFHRD,GOVT.OFINDIA AFFILIATED TOKOLHAN UNIVERSITY, CHAIBASA
  • 2. 2 CONTENTS SL No. Heading Page 1. Declaration 3 2. Certificate From The Company 4 3. Certificate From The Guide 5 4. Acknowledgement 6 5. Executive Summary 7 6. Chapter 1: Introduction 8- 24 a). Company Profile 9- 22 b). Objectives of the study 23- 24 7. Chapter 2: Research Methodology 25- 31 a). Sources of Data 26 b). Sample Size 27 c). Method of Data Collection 28 d). Instrument Used 29 e). Statistical tools & techniques of analyses 30- 31
  • 3. 3 8. Chapter 3: Data Analyses 32- 42 9. Chapter 4: Result & Findings 43- 45 10. Chapter 5: Limitation of Study 46- 48 11. Chapter 6: Conclusion 49- 51 12. Chapter 7: Suggestions/ Recommendations 52- 53 13. Chapter 8: Bibliography 54- 55 14. Chapter 9: Annexure 56- 59 a). Questionnaire 57- 58 b). Abbreviation 59
  • 4. 4 Declaration I, Sonali Srivastava, hereby declare that this project titled “To Understand Customer Satisfaction At Reliance Fresh” submitted by me is exclusively prepared for the fulfillment of Bachelore of Business Administration degree in Netaji Subhas Institute of Business Management, Jamshedpur. I also declare that this report has not been submitted to any other institution or published any where before. I take the full responsibility for the authenticity and truthfulness of the report. Date:………………………………. Sonali Srivastava Place:……………………………… ……………………………………
  • 5. 5
  • 6. 6 Certificate from the Institution Guide To Whom It May Concern This is to certify that Ms. SONALI SRIVASTAVA, a student of BACHELOR OF BUSINESS ADMINISTRATION (2010-2013), in Netaji Subhas Institute of Business Management, Jamshedpur has worked in RELIANCE FRESH under the able guidance and supervision of Mr. MUKESH ROSHAN . The period for which He/ She was on training for 8 weeks, starting from 15TH Oct,’12 to 15TH Dec,’12. This Summer Internship report has the requisite standard for the Bachelor of Business administration. Date:…………………………… ……………………………………… Place:…………………………… Prof: Soumya Moy Maitra (Marketing) NSIBM
  • 7. 7 ACKNOWLEDGEMENT I express my sincere gratitude towards all those people who have helped me in the preparation of this project, which has been learning experience. I appreciate the co-operation by the management and staff of ‘Reliance Fresh’ for giving me the opportunity to get trained in their office. I would like to thank the Faculty Guide: - Mr. Soumya Moy Maitra and the other Faculty members, the Librarian and the administrative staff of NSIBM, JAMSHEDPUR, for their support. Finally, I express my sincere thanks to Mr. Mukesh Roshan, Mr. Anil Sharma & Mr. Mayank Singh who guided me throughout the project and gave me Valuable suggestion and encouragement. Last but not the least I would like to thank the almighty Parents, Grandparents, Friends and Almighty God who gave me immense power to complete this Project. Date:……………………………………. Sonali Srivastava Place:…………………………………… …………………………………………
  • 8. 8 Executive Summery This project has been a great learning experience for me; at the same time this project gave me the enough scope to implement my classroom learning’s. I joined Reliance Fresh for summer training and I have been assigned to work on the project titled as “TO UNDERSTAND CUSTOMER SATISFACTION AT RELIANCE FRESH”. The Reliance Group was founded by Dhirubhai H. Ambani (1932- 2002). Reliance Fresh is part of Subsidiary Reliance Retail Limited Headed by Mukesh Ambani. RLL is the second largest retailer in India. Its retail outlets offer foods, groceries, apparel and footwear, lifestyle and home improvement products, electronic goods, and farm implements and inputs. The company’s outlets also provide vegetables, fruits, and flowers. Retail serves over 2.5 million customers every week. In order to complete My project and understand Customer Satisfaction with respect to Vegetables, Question were asked by the visiting Customer and Staff at the store and Data were analyzed which we received from the SM and ASM of the store. The Reliance Fresh Store of Sakchi Seagull Apartment is at the centre of the city and biggest in term of Sq. feet Size in Whole Jharkhand with footfall of approximately 750 Customer Visiting Daily. Thus because of this we were able to meet customers from different area there only. This Activity was very good as everyone was very positive and cooperative in responding. Customers felt Happy as their view were being considered and thus even told about their expectation from Reliance Fresh. The project gave me a lot of practical exposure related to Marketing and Consumer Behavior. With this practical exposure I will definitely be much more Confident in our coming career.
  • 10. 10 Introduction a). Company Profile Organized Retail Organized retail is nothing but a retail place all the items are segregated and brought under one roof, unlike the unorganized retail where there are different things are sold in different shops. It also aims to bring maximum of different brands making the same type of product together. Here is a Picture That gives the view of how a organized Retails Appear to be. Penetration Of Retail In India- Though India has Entered this Segment but yet it is far back in comparison to the other countries.
  • 11. 11 Fastest Growing Retail Segment In India Product Mix At Reliance Retail Product Mix of Reliance Retail Fruits & Vegetables Beverages Staples Non- Food FMCG
  • 12. 12 Food Retail Chain In Reliance Fresh Competitors Of Reliance Fresh:  Big Bazaar Big Bazaar is a chain of hypermarket in India. As of June 2, 2012 there are 214 stores across 90 cities and towns in India covering around16 million Sq.ft. of retail space. Big Bazaar is designed as an agglomeration of bazaars or Indian markets with clusters offering a wide range of merchandise including fashion and apparels, food products, general merchandise, furniture, electronics, books, fast food and leisure and entertainment sections. Big Bazaar is part of Future Group, which also owns the Central Hypermarket, Brand Factory, Pantaloons, eZONE, HomeTown, futurebazaar.com, KB's Fair Price to name a few and is owned through a wholly
  • 13. 13 owned subsidiary of Pantaloon Retail India Limited that is listed on Indian stock exchanges.  Shoppers Stop Shoppers Stop is an Department store chain promoted by the K Raheja Corp Group (Chandru L Raheja Group), started in the year 1991 with its first store in Andheri, Mumbai Shoppers Stop Ltd has been awarded "the Hall of Fame" and won "the Emerging Market Retailer of the Year Award", by World Retail Congress at Barcelona, on April 10, 2008. Shoppers Stop is listed on the BSE. In 2011, Shoppers Stop has 53 stores in India  More More is a pan-India retail chain operated by the Aditya Birla Group company, Aditya Birla Retail Ltd. Currently it has 540 supermarkets and nine hypermarkets across the country. It plans to increase it to 1,300 supermarkets and 65 hypermarkets respectively by 2016.  Spencer’s Spencer's Retail is a chain of retail stores based in Kolkata, West Bengal. Spencer's is
  • 14. 14 based on the 'Food First' Format (it mainly offers fresh and packaged food). Many outlets though sport multiple formats for retailing food, apparel, fashion, electronics, lifestyle products, music and books. It is owned by the RPG Group, a major business house.  Tata Retail Tata is one of the key player in this business as its subsidiary such as Westside, Fast-Track, Tanishq, Sonata, Titan etc are selling White Durables, Food items, Trend, etc. Tata is not having any exclusive outlet like others to sell its food items till today but yet it is doing the best.  Sahara Q Shop Another key player Sahara is also ready to make entry in this line. On 13 August
  • 15. 15 2012, Sahara India announced the opening of their retail FMCG business named 'Q shop' (Quality shop) with an initial investment of Rs.30 billion. Sahara also announced the hire of 600,000 sales personnel and 3000 customer care executives. At its launch, Subrata Roy said that Sahara had been planning for this venture for the last two years and was opening 'Q shops' in major cities across the country to provide adulteration-free consumer merchandise including processed food and beverages to buyers. The group said it would set up 305 warehouses in 285 cities in a phased manner. The range of consumer merchandise that would be made available in the 'Q shop' includes staples, processed food, beverages, packed drinking water, personal care, home care, general merchandise and handicraft products.
  • 16. 16 Founder Chairman “Between my past, the present and the future, there is one common factor: Relationship and Trust. This is the foundation of our growth.” Chairman
  • 17. 17 The Spirit Of Reliance I. “We Bet On People” II. “Growth has no limit at Reliance, I keep revising my vision. Only when you dream it, you can do it” III. “Give the youth a proper environment. Motivate them. Extend them the support they need. Each one of them has infinite source of energy. They will deliver” IV. “Meeting deadline is not enough but beating deadlines is the expectation” Full name Reliance Fresh Ltd. Reliance Fresh is the convenience store format which forms part of the retail business of Reliance Industries of India which is headed by Mukesh Ambani. The company already has in excess of 1000 Reliance Fresh outlets across the country. These stores sell fresh fruits and vegetables, staples, groceries, fresh juice, bars and dairy products. A typical Reliance Fresh store is approximately 3000–4000 square feet and caters to a catchment area of 2–3 km. With a vision to generate inclusive growth and prosperity for farmers, vendor partners, small shopkeepers and consumers, Reliance Retail Limited (RRL), a subsidiary of RIL, was set up to lead Reliance Group’s foray into organized retail. Since its inception in 2006, Reliance Retail Limited (RRL) has grown into an organisation that caters to millions of customers, thousands of farmers and vendors. Based on its core growth strategy of backward integration, RRL has made rapid progress towards building an entire value chain starting from the farmers to the end consumers. Reliance Retail continued to expand presence of its value and specialty formats. During the year, Reliance Retail opened 90 new stores spanning across 'value' and 'specialty' segments. In-store initiatives, wider product choice and value
  • 18. 18 merchandising enabled the business to achieve robust growth during this period. Its presence in the optics business is in partnership with Grand Vision. 51 new stores were added during FY-11 taking the total presence to 100 stores across key markets in the country. The retail chain offers single brand optical products including Vision Express frames, lenses, contact lenses, sunglasses, solutions and accessories. For the very first time, consumers in India got the opportunity to experience Hamleys, which is considered to be the world's most wonderful toy shop. The brand was launched in India with opening up of 2 stores during the year. iStore by Reliance Digital is a one-stop-shop for all Apple products and services. There are 17 such stores currently operational. Reliance Brands also announced exclusive licensing arrangement with two leading international brands:  Steve Madden, a leading designer, wholesaler and retailer of fashion-forward footwear and accessories for women, men and children.  Quiksilver, a leading outdoor sports lifestyle company to launch their core brands 'Quiksilver' and 'Roxy'. History After launch, in a dramatic shift in its positioning and mainly due to the circumstances prevailing in UP, West Bengal and Orissa, it was mentioned recently in news dailies that Reliance Retail is moving out of stocking fruits and vegetables. Reliance Retail has decided to minimize its exposure in the fruit and vegetable business. The company may not stock fruit and vegetables in some states. Though Reliance Fresh is not exiting the fruit and vegetable business altogether, it has decided not to compete with local vendors partly due to political reasons, and partly due to its inability to create a robust supply chain. This is quite different from what the firm had originally planned.
  • 19. 19 When the first Reliance Fresh store opened in Hyderabad last October, not only did the company say the store’s main focus would be fresh produce like fruits and vegetables at a much lower price, but also spoke at length about its “farm-to-fork" theory. The idea the company spoke about was to source from farmers and sell directly to the consumer, removing middlemen out of the way. Reliance Fresh, Reliance Mart, Reliance Digital, Reliance Trendz, Reliance Footprint, Reliance Wellness, Reliance Jewels, Reliance Timeout and Reliance Super are various formats that Reliance has rolled out. Controversy Recently their stores in Jharkand faced the ire of mobs of local vegetable vendors. They vandalised and attacked the stores claiming that they were stealing their livelihoods. In August 2007, Uttar Pradesh Chief Minister Mayawati ordered to close 10 new stores keeping view of Law & order situation. In November 2007, Reliance Fresh stores were attacked by Bharatiya Janshakti Party supporters headed by Uma Bharti. COMPANY DESCRIPTION Reliance Fresh falls under Reliance Industries. It is the first retail venture of the Group. The company offers fresh fruits and vegetables, staples, groceries, fresh juice bars, FMCG products and dairy products and non-vegetarian items. Reliance Fresh Limited operates food retail outlets. Date of Establishment 2006 Address RCP STTC Industrial Area, Tanabelapur Road, Ghansoli, Mumbai – 400701 Tel: 91 22 4477 0000 Branches Over a 1000 stores across India Overview Reliance Retail Limited (RRL), a subsidiary of Reliance Industries Limited under Mukesh
  • 20. 20 Ambani, is Reliance Group’s foray into organized retail. RRL is based on the growth strategy of backward integration, and it generates inclusive growth and prosperity for farmers, vendor partners, small shopkeepers and consumers. RLL is the second largest retailer in India. Its retail outlets offer foods, groceries, apparel and footwear, lifestyle and home improvement products, electronic goods, and farm implements and inputs. The company’s outlets also provide vegetables, fruits, and flowers. Subsidiaries & division under Reliance Retail are: Reliance Fresh - Retail Outlets of fruits, Vegetables & Groceries Reliance Digital - Consumer Electronics retail Store Reliance Jewels – Jewellery Reliance TimeOut - Lifestyle store of Books, Music, Movies, Toys, Gaming, Fragrances, Stationery Reliance Trends - Apparel and Clothing
  • 21. 21 Grades & Designation Career Progression At Reliance Retail
  • 22. 22 Reliance One Across India, Reliance Retail serves over 2.5 million customers every week. Its loyalty programme, "Reliance One", has the patronage of more than 6.75 million customers. RLL has employee strength of above 5001. 1. On Every Spend of Rs. 100, Customer Gets 1 Point Eg: On Spending Rs. 30, Customer Gets 0.30 Points Eg: On Spending Rs. 450, Customer Gets 4.5 Points Eg: On Spending Rs. 700, Customer Gest 7 Points 2. Every 1 Point is equal to 0.70 Paise Benefits of Reliance One Card to Customers: 1. Customer gets updates about latest offers on their mobile. 2. Customer can pay through Reliance One card if required balance is available. Benefits of Reliance One Card to Reliance: 1. Helps to track loyal customer. 2. Make Customer Know about latest offers through SMS and increase footfall. 3. If Customer forgets his/ her valuable thing eg: Cards. It could be returned to him/ her by finding trasaction no. then card no. and then his/ her personal data which was provided at the time of getting Reliance One card. Core Purpose of Reliance 1. Growth is Life “Bettering the lives of Indians everyday” 2. “We believe in people and area customer led business” 3. Aapki Khushi Hamari Khushi “We put our brand at the heart of everything we do”
  • 23. 23 4. “By living our values and delivering on our promises consistently everyday throughout our business and across all formats we will be able to collectively achieve our core purpose” Daily Pledge
  • 24. 24 b). Objectives of the Study i). Primary Objective- To Understand Customer Satisfaction at Reliance Fresh ii). Secondary Objective- To Find whether Reliance Fresh provides quality Vegetable. 1. Visit to Reliance Fresh HI- Customer visit’s Reliance Fresh Frequently HO- Customer does not visit’s Reliance Fresh Frequently 2. Color of the Vegetables HI- Reliance Fresh provide Original color vegetables HO- Reliance Fresh does not provide Original color vegetables 3. Freshness of Vegetables HI- Reliance Fresh maintain temperature to keep vegetables fresh HO- Reliance Fresh does not maintain temperature to keep vegetables fresh 4. Value for the price of Vegetables HI- Reliance Fresh provide Value for price HO- Reliance Fresh does not provide Value for price 5. Variety/Assortment of Vegetables HI- Reliance Fresh provide different variety/assortment of vegetables HO- If Reliance Fresh does not provide different variety/assortment of vegetables 6. Preserve (Stock) Vegetable for more than 2 days HI- Customer is able to stock Vegetable for more than 2 Days in House HO- Customer is not able to stock Vegetable for more than 2 Days in House
  • 25. 25 7. Taste of the Vegetable HI- Reliance Fresh provide good taste of Vegetables HO- Reliance Fresh does not provide good taste of Vegetables 8. Credibility/ Trust (Fair Weight) of Vegetables HI- Reliance Fresh provides credibility/ trust (Fair Weight) HO- Reliance Fresh does not provides credibility/trust (Fair Weight) 9. Service HI- Reliance Fresh provide quality service HO- Reliance Fresh does not provide quality service 10.Exchange facility HI- Reliance Fresh provide exchange facility HO- Reliance Fresh does not provide exchange facility
  • 27. 27 Research Methodology This chapter describes the research methodology which is applied during this Whole project work. a). Sources of Data I). Primary Data- Primary Data are those Data that are collected basically for the project use and are first handed. To collect primary data the procedure used is mentioned below: 1. Personal Interview- We approached towards customers asked certain questions that were relevant to the research objective. 2. Questionnaire- Questionnaire is a set of questions related with the objective of Research. It was provide to individual Customers and were asked fill it as per their preference and perception. II). Secondary Data- Secondary Data are not first handed data. Sources of secondary data are as follows: 1. Internet- In orders to collect more data we were required to visit different site/ websites on internet. 2. Journals & Magazines- Articles coming in different Journals & Magazines were also referred in order to gather more relevant data to make the project more effective. 3. Newspapers- The business newspaper was even referred.
  • 28. 28 b). Sample Size Population Size: 750 as its daily footfall of the store Due to convenience, I have taken 100 as sample size. Percentage Reply: In order to calculate percentage reply I used the formula:- Percentage Reply= (No. of Customers Replied/ Total No. of Customers Asked)*100 For Eg: 10 Customers were asked to reply In Yes or No for a Question, Among all 7 replied Yes and 3 replied No So, Percentage of Customers Replied Yes= (7/10)*100= 70% and Percentage of Customers Replied No= (3/10)*100= 30%
  • 29. 29 c). Methods of Data Collection I). Primary Data- Primary Data are those Data that are collected basically for the project use and are first handed. In Order to collect the data we interacted with Customers that use to arrive at the store. To collect primary data the procedure used is mentioned below: 1. Personal Interview 2. Questionnaire II). Secondary Data- Secondary Data are not first handed data. Sources of secondary data are as follows: 1. Internet 2. Journals & Magazines 3. Newspaper
  • 30. 30 d). Instrument Used Pie Charts- In order to make the project clear & easy for readers to understand the Data Analyses graphically Instrument used is Pie Charts. 1st Qtr 2nd Qtr 3rd Qtr 4th Qtr A pie chart (or a circle graph) is a circular chart divided into sectors, illustrating proportion. In a pie chart, the arc length of each sector (and consequently its central angle and area), is proportional to the quantity it represents. When angles are measured with 1 turn as unit then a number of percent is identified with the same number of centiturns. Together, the sectors create a full disk. It is named for its resemblance to a pie which has been sliced. The size of the sectors is calculated by converting between percentage and degrees or by the use of a percentage protractor. The earliest known pie chart is generally credited to William Playfair's Statistical Breviary of 1801.The pie chart is the most widely used statistical chart in the business world and the mass media.
  • 31. 31 e). Statistical tools & techniques of Analyses In Order to analyze the data collected from the survey and calculate it so as to finally arrive on a conclusion the tools used is MS-Excel. Ms-Excel- Microsoft Excel is a spreadsheet application developed by Microsoft for Microsoft Windows and Mac OS X. It features calculation, graphing tools, pivot tables, and a macro programming language called Visual Basic for Applications. It has been a very widely applied spreadsheet for these platforms, especially since version 5 in 1993, and it has replaced Lotus 1-2-3 as the industry standard for spreadsheets. Excel forms part of Microsoft Office. The current versions are 2010 for Microsoft Windows and 2011 for Mac OS X. Microsoft Excel has the basic features of all spreadsheets, using a grid of cells arranged in numbered rows and letter-named columns to
  • 32. 32 organize data manipulations like arithmetic operations. It has a battery of supplied functions to answer statistical, engineering and financial needs. In addition, it can display data as line graphs, histograms and charts, and with a very limited three-dimensional graphical display. It allows sectioning of data to view its dependencies on various factors for different perspectives (using pivot tables and the scenario manager). It has a programming aspect, Visual Basic for Applications, allowing the user to employ a wide variety of numerical methods, for example, for solving differential equations of mathematical physics, and then reporting the results back to the spreadsheet. It also has a variety of interactive features allowing user interfaces that can completely hide the spreadsheet from the user, so the spreadsheet presents itself as a so-called application, or decision support system (DSS), via a custom- designed user interface, for example, a stock analyzer, or in general, as a design tool that asks the user questions and provides answers and reports. In a more elaborate realization, an Excel application can automatically poll external databases and measuring instruments using an update schedule, analyze the results, make a Word report or Power Point slide show, and e-mail these presentations on a regular basis to a list of participants.
  • 34. 34 Data analyses Q1. How Often You Visit Reliance Fresh? Response No. Of Customers Percentage Daily 10 10 Weekly 60 60 Quarterly 30 30 Half Yearly 0 - Yearly 0 - Total 100 100 Interpretation: According to the response and graph it is clear that 10% of Customers visits Reliance Fresh daily whereas 30% visits Quarterly means twice in a month, whereas 60% prefer to visits weekly.
  • 35. 35 Q2. How is the color of the Vegetables? Response No. Of Customers Percentage Very Good 5 5 Good 75 75 Average 20 20 Bad 0 - Very Bad 0 - Total 100 100 Interpretation: According to the graph it is found that 75% of Customers considers the color of the vegetable to be genuine and original, whereas 20% responded it to be Average, whereas only 5% of Customer says the colors are very good.
  • 36. 36 Q3. How is the Freshness of Vegetables (Temperature of Refrigerator)? Response No. Of Customers Percentage Very Good 5 5 Good 50 50 Average 35 35 Bad 10 10 Very Bad 0 - Total 100 100 Interpretation: According to the response where 5% Customers say the temperature maintained by Reliance Fresh to keep Vegetable fresh is Very Good 50% Customer say it to be good and 35% responded it as Average, but 10% customer said it to be Bad.
  • 37. 37 Q4. How is Value for the price of Vegetables? Response No. Of Customers Percentage Very Good 5 5 Good 65 65 Average 30 30 Bad 0 - Very Bad 0 - Total 100 100 Interpretation: According to response and graph on Value for price 5% Customers said it to be Very Good, whereas 30% Customer said it to be Average but 65% of Customers said it to be Good
  • 38. 38 Q5. How are the different Variety/Assortments of Vegetables? Response No. Of Customers Percentage Very Good 10 10 Good 75 75 Average 15 15 Bad 0 - Very Bad 0 - Total 100 100 10% 75% 15% 0% 0% Very Good Good Average Bad Very Bad Interpretation: According to the response from the customer if was found that 75% of Customers considered the different variety and assortments of vegetable to be good, whereas 15% Customers said it to be average only, but 10% responded it as very good.
  • 39. 39 Q6. Can You Stock Vegetable fresh for more than two days in your House? Response No. Of Customers Percentage Very Good 10 10 Good 50 50 Average 40 40 Bad 0 - Very Bad 0 - Total 100 100 Interpretation: With the Reponses it was found that 50% Customer said it to be good as they were able to stock the vegetable in their house for more than 2 days, whereas 10% Customers responded as Very good but 40% customer said it to be average.
  • 40. 40 Q7. How is the Taste of the Vegetables? Response No. Of Customers Percentage Very Good 5 5 Good 60 60 Average 35 35 Bad 0 - Very Bad 0 - Total 100 100 Interpretation: According to the reply of customers 60% replied that the taste of vegetable is good, 35% replied as it to be just average but only 5% of customer replied it to be very good.
  • 41. 41 Q8. How are the Credibility/ Trust of Reliance Fresh? (Fair Weight) Response No. Of Customers Percentage Very Good 35 35 Good 60 60 Average 5 5 Bad 0 - Very Bad 0 - Total 100 100 Interpretation: When asked about credibility/ trust of Reliance Fresh in terms of Fair weight only 5% Customer replied it as average, whereas 35% said it to be very good but 60% considered it to be good.
  • 42. 42 Q9. How is the service? (Removing the rotten and spoilt Vegetables from the shelf) Response No. Of Customers Percentage Very Good 15 15 Good 25 25 Average 20 20 Bad 35 35 Very Bad 5 5 Total 100 100 Interpretation: According to the responses and graph it is clear that 15% customers consider the service in term of removing the rotten/spoil vegetables from the shelf as very good, whereas 25% said it to be good and 20% said it to be average but 35% customers consider it to be bad and 5% customers as very bad.
  • 43. 43 Q10. How is the exchange facility? Response No. Of Customers Percentage Very Good 5 5 Good 5 5 Average 17 17 Bad 56 56 Very Bad 17 17 Total 100 100 Interpretation: According to responses in terms of Exchange Facility 5% Customers replied as very good, whereas 5% Customer replied as good and 17% as average but 56% Customers replied as Bad and 17% Customers replied as Very Bad.
  • 45. 45 Results & Findings On the basis of survey undertaken, it has been concluded that: i). Primary Objective- To Understand Customer Satisfaction at Reliance Fresh For this we had two hypotheses, concluding from the above analysis the Alternative Hypothesis HO to be true as Customers are satisfied with Reliance Fresh ii). Secondary Objective- To Find whether Reliance Fresh provides quality Vegetable.  Visit to Reliance Fresh  Regarding this we can conclude from Question No. 01, the Alternative Hypothesis HI to be true as Customers Visits Reliance Frequently, 60% Customers preferred to Visit weekly.  Color of the Vegetables  Regarding this we can conclude from Question No. 2, the Alternative Hypothesis HI to be true as 75% Customers says the color of Vegetable to be good.  Freshness of Vegetables  Regarding this we can conclude from Question No. 3, the Alternative Hypothesis HI to be true as 50% Customers agree that Reliance Fresh maintains temperature to keep Vegetable Fresh.  Value for the price of Vegetables  Regarding this we can conclude from Question No. 4, the Alternative Hypothesis HI to be true as 65% Customers says they get value for price.
  • 46. 46  Variety/Assortment of Vegetables  Regarding this we can conclude from Question No. 5, the Alternative Hypothesis HI to be true as 75% customers say there is good variety/ assortments of vegetables.  Preserve (Stock) Vegetable for more than 2 days  Regarding this we can conclude from Question No. 6, the Alternative Hypothesis HI to be true as 50% Customers agree that they are able to Stock/ Preserve vegetable in home for more then two days.  Taste of the Vegetable  Regarding this we can conclude from Question No. 7, the Alternative Hypothesis HI to be true as 65% customers says the taste of the vegetable to be good.  Credibility/ Trust (Fair Weight) of Vegetables  Regarding this we can conclude from Question No. 8, the Alternative Hypothesis HI to be true as According to 60% Customers believes in Credibility of Reliance Fresh in order to get fair weight of commodities.  Service  Regarding this we can conclude from Question No. 9, the Null Hypothesis HO to be true as according to 35% Customers the Service is bad whereas according to 15% of Customers the Service is Very bad.  Exchange facility  Regarding this we can conclude from Question No. 10, the Null Hypothesis HO to be true as According to 56% of Customers the Exchange Facility is bad and according to 17% Customers the Exchange Facility is Very Bad.
  • 48. 48 Limitations of the study Although we have tried our best to do our survey error free but still there were certain limitations of the Study. This impacted our studies as well as Limitations that impacts efficiency of Reliance fresh. Thus they are as follows Limitation of the Project: a). Time factor- Our SIP was for 8 Weeks, Starting from 15th October to 15th December. Though it appears to be 2 Months but it was not enough as the work was too much and we had to complete it within the small span of time provided. This is why it was impossible for us to interact with more Customers beyond our sample size, and was unable to gather more information regarding project, customer’s preference, and their view towards Reliance Fresh. b). Limited Area- Since we went to a Retail Store for the project we were required to gather information from the Customer’s of Reliance Fresh. It was impossible for us to move door to door in search for Reliance fresh customer. Thus we have to stick there and wait for customers to arrive, and then only we were able to question them. c). Small Sample Size- Though the daily footfall for Reliance Fresh is 750, it was impossible for us to interact with every one because many of them were children, many used to visit as window shopper and many Customers were not ready to reply to our questions, thus we took 100 as the sample size for convenience.
  • 49. 49 There was certain limitation attached with Reliance fresh that are as follows: Limitation of the Reliance Fresh: a). Less Number of Staff- Thou Reliance Fresh Store of Sakchi is biggest among all in Jamshedpur, but the number of staff to manage the store was not sufficient as a result maintenance use to become difficult. b). Less Number of CCTV Camera- The number of camera installed to control theft is not sufficient. The camera are installed basically to monitor movement at the billing area but there are no camera in area where goods are arranged on shelf as a result any unethical activity either by the staff or customer in that area is not noticed easily. c). Training- The staffs are not given training time to time as a result their efficiency of work is not very high. Moreover staffs are divided in two slots that is Morning and Evening, if morning slots staffs get the training, evening staff are not present at that point of time as a result they do not gets the training and vice- versa. So, certain steps should be taken in order to provide training to each and every staff of the store.
  • 51. 51 Conclusion In this Chapter I’m concluding my survey report that was generated earlier: Reliance Fresh is one the Subsidiary of Reliance Group of Companies under Mukesh Ambani, with more than 1000 outlets across the country serving over 2.5 millions of Customers. As far as My Objective of the Study is concerned the Primary Objective was to know “To Understand Customer Satisfaction at Reliance Fresh”. For this Primary Objective I had set Secondary Objectives as “To find whether Reliance Fresh provides quality Vegetable”. Conclusion for this Secondary Objective is as follows:  Study was made to know whether customers Visits Reliance Fresh frequently and it was found that Yes Customers visits weekly.  Study was made to know whether Reliance Fresh provides original Color of the Vegetables and it was found that Yes the color of vegetables are original.  Study was made to know whether Reliance Fresh maintains temperature to keep Vegetables fresh and it was found that Yes the Reliance Fresh does maintains the temperature.  Study was made to know whether Reliance Fresh provides Value for the price of Vegetables and it was found to be Yes Reliance Fresh provides Value for Price to the Customer
  • 52. 52  Study was made to know whether Reliance Fresh provides Variety/Assortment of Vegetables and it was found that Yes Reliance Fresh Does provide different variety/ assortment of vegetables  Study was made to know whether Reliance Fresh provides vegetable that can be Preserve (Stock) in Home for more than 2 days and it was found to be Yes  Study was made to know how the Taste of the Vegetable is and it was found that Yes Reliance Fresh does provide vegetable that taste good.  Study was made to know the Credibility/ Trust (Fair Weight) of Vegetables provided by Reliance Fresh and it was found that Yes Reliance Fresh provides fair weight of Commodities.  Study was made to know How is the Service like removing the rotten vegetable from the Shelf and it was found that Reliance Fresh service is not good as many a time the shelf are having rotten and spoil vegetable along with the fresh one.  Study was made to know how the Exchange facility of Reliance Fresh is and it was found that it’s not good as many a times commodities are not exchanged.
  • 54. 54 Suggestions/ recommendation Through the Conclusion I found out that there are certain suggestions/ recommendation which might be given to Reliance Fresh in order to improve the performance to serve the Customer in better way . These are the following suggestions that can be given to Reliance Fresh:  Reliance Fresh should give training to its entire staff from time to time, so that they will know How, When & What they have.  Reliance Fresh should see that their staff are performing the job they were appointed and not wasting time.  Reliance Fresh should look after its Exchange policy so that Customers do not face problem when they come to return a good/ commodity.  It should be seen that the entire Shelves of Vegetable are clean and there is no spoil or rotten one.  Staffs of Reliance Fresh should interact with Customers and know their view regarding what is good and bad about the store and how that they improve their performance.
  • 56. 56 Bibliography Sites Visited: 1. www.google.com 2. www.wikipidea.org 3. www.ril.com 4. www.value.ril.com 5. www.yahoo.co.in 6. www.youtube.com 7. www.reliancefresh.info Books Referred: 1. Marketing Management- Kotler 2. Integrated Advertising, Promotion, and Marketing Communication- Clow and Braack 3. Journals & Magazine
  • 58. 58 Annexure a). Questionnaire Q1. How Often You Visit Reliance Fresh? Daily Weekly Quarterly Half Yearly Yearly Q2. How is the color of the Vegetables? Very Good Good Average Bad Very Bad Q3. How is the Freshness of Vegetables (Temperature of Refrigerator)? Very Good Good Average Bad Very Bad Q4. How is Value for the price of Vegetables? Very Good Good Average Bad Very Bad Q5. How are the different Variety/Assortments of Vegetables? Very Good Good Average Bad Very Bad Q6. Can You Stock Vegetable fresh for more than two days in your House? Very Good Good Average Bad Very Bad Q7. How is the Taste of the Vegetables? Very Good Good Average Bad Very Bad
  • 59. 59 Q8. How are the Credibility/ Trust of Reliance Fresh? (Fair Weight) Very Good Good Average Bad Very Bad Q9. How is the service? (Removing the rotten and spoil Vegetables from the shelf) Very Good Good Average Bad Very Bad Q10. How is the exchange facility? Very Good Good Average Bad Very Bad Q11. Any Complain? Name: Age: Gender: Address: Occupation: Phone No: E-Mail ID: Signature Male Female
  • 60. 60 b). List of Abbreviation 1. SM- Store Manager 2. BOH- Back of Office 3. CSD- Customer Service Desk 4. F & V- Fruits and Vegetables 5. R-One- Reliance One 6. RRL- Reliance Retail Limited 7. ASM- Assistant Store Manager
  • 61. 61