SUMMER INTERNSHIP REPORT ON

“STUDY ON CUSTOMER SATISFACTION AND IMPLEMENTING

PROMOTIONAL ACTIVITIES FOR DRIVING IN MORE
CUSTOMERS WITH REGARD TO RELIANCE TRENDS”

ESPLANADE MALL, BHUBANESWAR

Submitted by:
ASHIRBAD MOHANTY
REGISTRATION NO: 2006258062

Under The Guidance Of

Prof. VIVEK MISHRA Ms. BARODARANI SAHOO

Assistant Professor of Marketing Department Manager

In partial fulfillment of award of the

degree Of

MASTER OF BUSINESS ADMINISTRATION

BIJU PATNAIK INSTITUTE OF

INFORMATION TECHNOLOGY AND
MANAGEMENT

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 DECLARATION

I hereby declare that the Summer Internship project entitled “STUDY ON

CUSTOMER SATISFACTION AND IMPLEMENTING PROMOTIONAL
ACTIVITIES FOR DRIVING IN MORE CUSTOMERS WITH REGARD
TO RELIANCE TRENDS ESPLANADE MALL, BHUBANESWAR”
submitted by me as a partial fulfillment for the award of Masters of Business
Administration to Biju Patnaik Institute of Information Technology and
Management , Bhubaneswar is original and genuine work carried out by me.

Date:

Place: Bhubaneswar

ASHIRBAD MOHANTY

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 CERTIFICATE

This is certify that Ms. ASHIRBAD MOHANTY, pursuing MBA from BIITM,
Bhubaneswar bearing registration no: 2006258062 has successfully completed
her dissertation report on “STUDY STUDY ON CUSTOMER
SATISFACTION AND IMPLEMENTING PROMOTIONAL
ACTIVITIES FOR DRIVING IN MORE CUSTOMERS WITH REGARD
TO RELIANCE TRENDS” under my guidance for partial fulfillment of her
Masters in Business Administration for the session (2020-22)

Date:
Place: Bhubaneswar Signature of Internal Guide

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 ACKNOWLEDGEMENT

Apart from my own efforts, the success of any project depends largely on the encouragement and
guidelines of many others. I take this opportunity to express my gratitude to the people who have
been instrumental in the successful completion of this project.

I would thank the entire Management of Reliance trends Limited for giving me the wonderful
opportunity to work on a 45Days internship project in their esteemed organization.
I am highly obliged to Mr. Sanjib Ram (Store manager) and Ms Barodarani Sahoo
(Department Manager) for giving me this project and guiding me throughout my summer
internship research. Their encouragement, time and effort motivated me to work sincerely in this
project.

I would like to thank my project faculty guide Prof. Kamesh Chivukula , BIITM Bhubaneswar
for his constant follow-up, support, encouragement and guidance to complete this project within
the allotted time frame.

Place: Bhubaneswar ASHIRBAD MOHANTY

Registration no: 2006258062

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 EXECUTIVE SUMMARY

This study is intended to help Reliance Trends decide upon the steps to be taken care for customer
satisfaction so that the growth of the company keeps on improving. Primary data have been used
for analysis. However, secondary source have yielded preliminary information.

Research conducted was descriptive in nature. Descriptive research helped to develop the concept
to clearly establish priorities, to divulge adequate information which helped in decision making and
thus essential for making the study a success.

A structured questionnaire was used to obtain required information and to assess the customer
satisfaction level and to find the ways through which the company can come up to the expectation
of customer so that the optimum satisfaction level can be achieved. Simple random sampling is
opted for this study. A sample size of 50 respondents was taken from Bhubaneswar. Data and
every question in the questionnaire has been critically analyzed and then given the managerial
implication. This analyzed data was later converted into bar diagrams for convenience. Later on
the information were compiled to form a presentable report. Along with this, learned the basic
store operation of Reliance Trends, Esplanade Mall. A better strategy to satisfy customer is only
the way to gain customer attention and to penetrate more in own catchment area.

In conclusion Reliance trends was spending lot of money for promotional activities for driving
more customers into the stores but was not concentrating on converting the people who entered
the store into a final customers, service attitude of Employee, Product Assortment should be
improvised. It is found in the research that customers are price sensitive hence Reliance trends
should give those offers which can facilitate more money saving as the customers are price
sensitive.

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 TABLE OF CONTENT

Chapter No Title Page No

1 Introduction 7

2 Industry Analysis 24

3 Company Analysis 28

4 Competitor Analysis 38

5 Data Analysis 40

6 Findings and recommendations 57

7 Conclusion 59

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INTRODUCTION

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 CUSTOMER SATISFACTION

Customer service is the provision of services to customers before, during and after a purchase.
According to Turban “Customer service is a series of activities designed to enhance the level
of customer satisfaction – that is, the feeling that a product or service has met the customer
expectation."
Its importance varies by product, industry and customer; defective or broken merchandise can
be exchanged, often only with a receipt and within a specified time frame. Reliance Trends will
often have a desk or counter devoted to dealing with returns, exchanges and complaints, or
will perform related functions at the point of sale; the perceived success of such interactions
being dependent on employees "who can adjust themselves to the personality of the guest,"
Customer service plays an important role in an organization's ability to generate income and
revenue. From that perspective, customer service should be included as part of an overall
approach to systematic improvement. A customer service experience can change the entire
perception a customer has of the organization.
Customer support is a range of customer services to assist customers in making cost effective
and correct use of a product. It includes assistance in planning, installation, training, trouble
shooting, maintenance, upgrading, and disposal of a product.

A multi-task position drawing on extensive CUSTOMER SERVICE experience to advance

a proven track record for developing and maintaining key accounts and improving departmental
efficiencies.

Objectives of Customer Services

Provide customers and staff with clear standards and expectations.
Ensure all the customers contact reaches appropriate conclusions.
Minimize incidences of repeat contact
Seek to provide a seamless service for customers
Provide equal and easy access to our services at a time, place and channel that meet the
needs of residents, businesses and other stakeholders
Cater for customers needs irrespective of age, gender, physical or financial ability,
ethnic origin, race, religion or geographical location
Provide a prompt, courteous and knowledgeable response to all customer enquiries.
Equip our staff to provide customers with an excellent standard of service
Enable our customers to provide feedback easily, through complaints, customer
surveys, etc
Use customer compliments, comments and complaints to drive improvements to service
Improve the speed, quality and consistency of response to enquiries by having our
information in a format that can be easily accessed

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Customer Segmentation of Reliance trends
• Reliance trends target higher & upper middle class customers.
• The large and growing young working population is a preferred customer segment.
• Reliance trends specially targets working women & home markets who are the
primary decision maker.
• Reliance also targets on the young population of the country as they will follow fashion
mostly and of reliance promotes itself as the India’s larget fashion destination.

Good customer service is the lifeblood of any business. You can offer promotions and slash
prices to bring in as many new customers as you want, but unless you can get some of those
customers to come back, your business won't be profitable for long.
Good customer service is all about bringing customers back. And about sending them away
happy - happy enough to pass positive feedback about your business along to others, who may
then try the product or service you offer for themselves and in their turn become repeat
customers.

The field of my research is Customer Satisfaction which focuses on customer‘s perceptions.

Many firms are interested in understanding what their customers thought about their shopping or
purchase experience, because finding new customers is generally more costly and difficult than
servicing existing or repeat customers.
Such researches provide a wider scope to the firms in the terms of high customer satisfaction

Definition:

CUSTOMER SATISFACTION

Customer Satisfaction, business term of how the products and the services supplied by the
company meet or surpass the customer expectation. It is the key performance indicator within the
business. Customer satisfaction can greatly achieved by imparting Customer Relationship
Management (CRM) in the company.

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BUSINESS TECNIQUES OF CUSTOMER SATISFACTION

• One of the key customer satisfaction techniques is the need to provide front line
employees with the ability to respond to customer situations quickly without the need
to ask for permission‘.
• Innovation drives customers' satisfaction. As customers' needs keep changing, an
innovation-driven company is capacitated to exceed customers' expectations.
• To provide after sale services.
• Listen actively and carefully.
• Be patient, look from the customer's point of view and work from there. This point of view
will always give you the best outlook on the situation.
• Always keep a smile on your face when dealing with customers which can lead to customer
satisfaction. This positive attitude can rub off and turn a potentially negative situation into
a positive experience

RECENT METHODS THAT TODAYS FIRM ADOPT TO INCREASE THE CUSTOMER

SATIFACTION
In order to stay competitive and remain profitable, businesses have to focus on the quality of their
customer service. Companies that invest time, energy and money into developing and nurturing
quality so customers can have a satisfactory experience are going to be more profitable and better
likely to experience more sustained growth over the long-term.

Customer-Centric Attitude
Operations should be customer-centric meaning that the customer's best interests should always
be foremost. Service should be offered in a helpful way and with a smile. Both management and
employees should show interest towards the customer and strive to give them a good experience.
Today's companies must strive even harder than abiding by this golden rule of customer service.

Customer care
Is something which is done even after the product is purchased. Many companies are interested
in knowing the reason why consumers have purchased the goods and services or even the goods
are not purchased. Managers interested in customer care try to collect a database as to why the
customers have purchased the competitors product and service and what will be the level of
satisfaction if it is introduced in our product or service. And also to find the level of expectations
and their level of dissatisfaction.

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Customer focus
Is attained when everyone in the organization make efforts to focus the activities towards the
satisfaction of the customers right from the stage of new product planning and to product
modification to the stage of elimination of the goods and services everything revolves around the
customers. All the activities are focused on the customer satisfaction.

Customer Service Training

Another strategy to improve customer satisfaction is to invest in customer service training. All
employees should be on board with how to treat customers and help them gain a valued experience.
The quality of customer service can easily make or break a business.
The experience the people have received is the most important aspect in selling pure services or
services with tangible goods. Once the customers is satisfied with the service his loyalty towards
that product or company is at its peak.

Companies today are doing a lot of self- introspection that they are really giving the said services
to the customers.
Companies are spending more money and time to see that the services are evaluated and improved
as per the expectations of the customers. In fact , the companies globally known for their services
are always in the process of finding opportunities to improve on the quality of the services. Better
results can be seen when the organizations makes use of external, internal, and interactive
marketing.

Communication
Communication with customers is also important. It's a good idea to always provide customers
with ways they can contact you and offer ways to contact them (if they choose). Offering e-mail,
telephone line, web contact or other ways for customers to offer comments and/or complaints is
of value.

Customer Relationship Management Software

Customer Relationship Management is a process of managing detail information about individual
customer and carefully managing all the customers touch points with the aim of maximizing
customer satisfaction and customer loyalty.
Customer Relationship Management Software. Customer relationship management (CRM)
software has become a strategy many companies employ to help increase customer satisfaction.
Through using CRM tools and accompanying philosophy, businesses can examine and analyze
what customers want and strive to meet this demand before they even walk in the door.

BENEFITS
• CRM aims at individual customers. It tries to develop customers relationship by looking
into his needs and requirements.
• CRM helps in two way communication by understanding the messages of the customers
and responding to it. There by gaining customer loyalty.

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 • CRM helps to customize the products and thereby reducing the rate of customer
defection.
• CRM tells the company what product or service the customer needs today and what it
will need in future.

Ask for Feedback

Being interested in customer feedback is always a valuable practice to engage in to increase
customer satisfaction. What better strategy and technique to find out how to satisfy your customers
than to ask them?
Surveys, questionnaires, talking to customers as they shop, and then following up with calls or e-
mails are all good ways to get feedback.

Quality Control
Quality is important to customer satisfaction and the level of quality directly plays into a business'
ability to meet customer expectations. Quality should be monitored for both service and the type
of products offered; as a part of this guarantees and the willingness to stand behind service and/or
products is necessary.

Creating Customer Delight

Customer delight is when the standard of the goods and services are much higher than the
expectations of the customers , this not only satisfies them but ssurprise and delight them. To create
customer delight the company will not only in crease the standard of service but will train its
personnel to deliver in its best possible manner the services as expected by the customers.
Customer delight depends on the reliability factor oif the company. This is the ability to perform
what has been promised to the customer. Companies who focus on customer delights should be
dependable and have accuracy in delivering the services to the customers.

Companies with much attitude of empathy and always paying individual attention to its customers
which in turn builds customer delight. The advantage is manifold because it creates brand loyals
and customer loyalty.

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 Significance of Customer Satisfaction Research

In a competitive marketplace where businesses compete for customers, customer satisfaction is

seen as a key differentiator and increasingly has become a key element of business strategy.

Customer satisfaction not only to create loyalty among the customers but it increases the
goodwill of the company by uplifting the market value of the brand.
Customer researches are conducted to answer the basic questions like

Who our customers are?

What do they like to buy?
When do buy and how do they buy?

It examines the taste, preferences and the attitude of the customers. Mostly it tends to become
qualitative motivational research of customer behavior.

By conducting such researches the company can minimize its defects in the field of production
and can deliver high quality of services in relation to its competitors. Such researches can be
carried by conducting surveys through interviews and questionnaire methods. These questionnaire
methods form a path of getting the customers positive and negative feedback. The company can
then respond to feedback and can retain the existing customers as well preventing them from
shifting to other brands.

A customer complaint could be the insight you have been seeking to learn why a certain product
isn't moving. It can also be an indicator of personnel problems. If a customer mentions that an item
does not work properly, you can research and try to recreate the problem, potentially
finding a fix that will increase sales. A customer's complaint about an employee's lack of
knowledge may reveal a need for more extensive training, while a grievance about poor customer
service provides the chance to address it with your staff.

By doing so it creates confidence among the customers , leading to word-to-mouth publicity which is
more effective rather than t.v. commercials

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Promotional activities done by Reliance trends for driving more customers into the store:

Reliance trends is doing different types of promotional activities with a main aim of bringing in
more customers into the stores.
Reliance is focusing on attracting customers through different types of walk in driven activities,
some of the activities done by Reliance trends in the past 2 years are as below:

• Media plan
• Leaflets distribution
• Event plans
• Seasonal offers
• Sponsoring college fests and corporate launches.

1. Media plan:
Media plan involves communication through different media such as
• Print media
• Social media
• Radio
• Cinema
• Outdoor communication

Print media:

Reliance trends is using the print media as one of its promotional activities, Reliance spends lot of
money in printing its advertisements in the most major news dailies. The advertisements will
be printed mostly on the weekends (Fridays, Saturdays and Sundays) in such a way that the
advertisements will grab the reader’s attention and making them to come into the stores, which
will not only increase the footfall of the store but also increase the revenue by attracting the people
to make a purchase.

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Social media:

With the ever increasing usage of internet in the country, most of the population using the social
networking sites such as Face book, twitter.
Reliance is having its own brand pages and groups in the face book, with the help of which
Reliance is doing some campaigns in the social networking sites for promoting its brands, new
offers and creating brand awareness to the people.

Radio:

Reliance trends is having its own radio channel called Radio trends which will announce the offers
in the stores all the time, making the customers who enter the store to know about all the offers.
Other than its own radio channel Reliance trends is using some other radio channels for its
promotions. In the radio channels like Radio mirchi, Big fm, radio city, radio one, indigo etc..
Reliance is announcing its advertisements in a very high frequency in the major cities where there
are Reliance trends stores with a main aim of bringing more customers into the stores.

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Cinema:

Reliance trends is using cinema plan as one of its promotional activities, they are selecting the best
multiplexes and single screen theatres in the catchment areas where the multiplexes and the single
screen theatres are popular and more people will be visiting these multiplexes.
Cinema plan is being used in the most major cities like Delhi, Mumbai, Hyderabad, Chennai,
Bangalore and these ads will be given mostly on the weekends (Fridays, Saturdays and Sundays).

Outdoor communication:

Reliance trends is using banners and hoardings as the outdoor communication. Reliance is placing
the attractive banners and hoardings with its offers in the best catchment locations where the flow
of population was very high.
Reliance trends also uses cluster hoardings in the key traffic junctions in the main cities in the way
it will dominate the location and catch the attention of the people who are passing by the way.

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17
2. Leaflets distribution:
Reliance use to hire some guys for distributing the leaflets and balloons in the selected catchment
areas. They will do this mostly on weekends and at the time of special offers. This leaflets
distribution is basically for increasing the footfall to the store and thereby converting the people
who enter the store into the final customers. I have observed that many people who have taken the
leaflets have entered into the stores.

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 .
3. Events plan:
Reliance use to hire some events organizing companies and they will do different types of events
for attracting the customers to come into the stores.
• Scratch and win
• Get clicked with your loved ones.

Scratch and win

• Promoters will be holding bunch of balloons at the catchments & asking customers to
pick any one of those bunch of balloons and break it.
• After breaking the balloons customers will get a scratch card which make them to get
assured discount of 10% to 20%.
• Customers will visit the store, and shop for some amount to redeem the free discounts.

This will make more customers come into the store as they were getting free discounts

Get clicked with your loved ones

• Promoters will go to catchments ask the customers to get clicked with loved one & get a
instant photo along with coupons.
• A stage will be kept in the store to click the customers.
• Promoters & printing machines will be kept to give instant photograph to customers.
• This will attract more customers to enter into the stores as they were getting the
photograph for free of cost.
• Customers will also be given with a additional discount voucher which will allow
customers to try some apparels inside the store.

4. Seasonal offers:
Reliance will also do more promotions for the seasonal festivals like children day, Fathers day,
Valentines day, Mothers day, Independence Day etc with different types of discounts and offers related
to that specific day of festival for bringing in more customers into the stores

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 OBJECTIVE OF THE STUDY
1. To study the satisfaction level of customers with regard of reliance trends.
2. To find out the buying behavior of the customers coming in to Reliance trends.
3. To study different types of promotional activities done by Reliance trends for
driving more customers

SCOPE OF THE STUDY

This project study is helpful in following aspects:
.
1. It helps to understand the company’s present situation
2. The study also enables a comparative of the customer satisfaction, that which helps every
company to keep the existing customer and to build new customers.
3. To know the competitive level in present market.
4. To study about the promotional activities done by Reliance Trends, Esplanade Mall

RESEARCH METHODOLOGY
Title of the project:

STUDY ON CUSTOMER SATISFACTION AND IMPLEMENTING PROMOTIONAL

ACTIVITIES FOR DRIVING IN MORE CUSTOMERS WITH REGARD TO RELIANCE
TRENDS ESPLANADE MALL, BHUBANESWAR

Methodology adopted for study

• Observing the working of various departments
• Discussion with executives, managers and employees.
• Visiting and surfing websites of the company

Meaning
Research Methodology is a set of various methods to be followed to find out various
information’s regarding market strata of different products. Research Methodology
is required in every industry for acquiring knowledge of their products.

Area of study
The study is exclusively done in the area of marketing

Sources of Data

Primary Source- The primary data was collected by means of a survey. Questionnaires were
prepared and customers of the Reliance trends at two branches were approached to fill up the
questionnaires. The questionnaire contains 13 questions which reflect on the type and

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quality of services provided by the Reliance trends to the customers. The response o f the
customer is recorded on a grade scale of strongly disagree, disagree, uncertain, agree and
strongly agree for some questions. The filled up information was later analyzed to obtain the
required interpretation and the findings.

Secondary Source- In order to have a proper understanding of the customer service of

Reliance trends a depth, a lot of data is also collected from the official websites of the Reliance
trends and the articles from various search engines like Google

RESEARCH DESIGN
The research design is exploratory till identification of customer services parameters. Later it
becomes descriptive when it comes to evaluating customer perception of customer service of the
Reliance trends.

Descriptive research, describes data and characteristics about the population or phenomenon being
studied. Descriptive research answers the questions who, what, where, when and how.

RESEARCH SAMPLE

SAMPLING PLAN :
Since it is not possible to study whole universe, it becomes necessary to take sample from the
universe to know about its characteristics.

➢ Sampling Units: Customers of Reliance trends.

➢ Sample Technique: Simple Random Sampling.

➢ Research Instrument: Structured Questionnaire.

➢ Contact method: Personal interview

SAMPLE SIZE:
The work is a case of Reliance trends one of the Retail Sector industry together representing great
per cent of the market share of Indian retail sector. The survey was conducted in the city of
Bhubaneswar with one branch of Reliance trends, with 50 customers as respondent.

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DATA COLLECTION TOOL

Data is collected from various customers through personal interaction. Some other information
is collected through secondary data also. Data was collected through a structured questionnaire.

LIMITATIONS OF THE STUDY

• The study is only for the Reliance trends confined to a particular location and a very small
sample of respondents. Hence the findings cannot be treated as representative of the entire
retail industry.
• Respondents may give biased answers for the required data. Some of the respondents
did not like to respond.
• Respondents tried to escape some statements by simply answering “neither agree nor
disagree” to most of the statements. This was one of the most important limitation faced,
as it was difficult to analyse and come at a right conclusion.
• study we have included 50 customers because of time limit.

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INDUSTRY PROFILE

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 Industry Profile

Retail Industry in India

Retail industry as of June 2020

Introduction

The Indian retail industry has been thrown open to foreign majors and is packed with players
who strive to offer great products and value-for-money to Indian consumers. The country holds
vast promise for retailers with its burgeoning spending power and rising middle class.

The US$ 500 billion market, growing at an annual rate of about 20 per cent, is largely dominated
by small shops and stores as of now. The organised segment is in its nascent stage and has huge
potential to harness in the sub-continent. Foreign giants like Walmart and IKEA have recently
received the Government’s nod to enter the Indian market, after making all the necessary
compliances.

Market Size

• India’s retail market is majorly dominated by the un organised sector. Organised segment
accounts for 8 per cent of the total retail landscape, according to a study by Booz & Co and
RAI.
• The Indian retail industry has expanded by 10.6 per cent between 2018 and 2019 and is
expected to increase to US$ 750-850 billion by 2019, according to another report by
Deloitte. Food and Grocery is the largest category within the retail sector with 60 per cent
share followed by Apparel and Mobile segment.
• The foreign direct investment (FDI) inflows in single-brand retail trading during April
2000 to December 2012 stood at US$ 95.36 million, as per the data released by Department
of Industrial Policy and Promotion (DIPP).

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Online Retail

Internet is the buzzword in India these days. People have online access 24x7 through their laptops,
iPads and mobile phones. As a result they have continued access to online retail markets as well.

Online retailers are emerging as important sales channels for consumer brands in India as more
and more people, especially the young generation, are shopping online. From apparel to
accessories, kids and infants’ product lines and almost everything under-the-sun is available on
the net these days. Apparel and accessory brands, such as Puma, Nike and Wrangler, have recorded
a big increment in online sales in 2018, led largely by purchases from smaller towns and cities
with consumers paying the full price for these products.

For instance, footwear brand Nike has tie-ups only with online retailers such as Myntra in a very
unique initiative, it recently launched its new range of cricket gear on Myntra. Such partnerships
turn out to be very successful as online retailers provide greater visibility than a physical store.
"Our online store can carry around 10,000 options, while an offline store can carry only 20 per
cent of a given range," said an official.

Online retail in India is projected to grow to US$ 90 billion by 2030, accounting for over 5 per
cent of the Indian retail industry, according to a report by advisory services firm Technopak.
This forecast is encouraging more companies- big and small- to sell aggressively online. Experts
believe that much of this growth will come from the rising purchasing power of consumers in
smaller cities, who do not have access to brick-and-mortar stores stocking high-end brands.

Government Initiatives

The Cabinet Committee on Economic Affairs (CCEA) has recently approved Swedish furniture
retailer IKEA's application to enter the Indian industry and set up a single brand retail venture in
the country. FDI would be to the tune of Rs 10, 500 crore (US$ 1.76 billion), making it the largest
investment to be made by a foreign brand in the Indian retail sector.

Moreover, the Government may further simplify investment norms in multi-brand retail to please
foreign retailers who intend to invest in India but are a little hesitant on certain clauses. Mr Anand
Sharma, the commerce and industry minister, has re-iterated that any FDI proposal in multi-brand
retail will be fast-tracked for sure.

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Road Ahead

The overall Indian retail sector is expected to grow 15 per cent in 2017-22, with organised retail
growing at 24 per cent or three times the pace of traditional retail (which is expected to expand at
8 per cent), according to the report by Booz & Co and RAI.

Deloitte also seconds this forecast and expects that organised retail, which constitutes eight per
cent of the total retail market, will gain a higher share in the growing pie of the retail market in
India. Various estimates put the share of organised retail as 20 per cent by 2030.

26
COMPANY PROFILE

27
 Reliance in retail

Reliance Retail Limited (RRL) is a subsidiary of Reliance Industries Limited, which is based in
Mumbai. RRL was set up in 2006 and marks the foray of the Reliance Group into organized retail.
RRL has been conceptualized to include growth for farmers, vendor partners, small shopkeepers
and consumers. It is based on Reliance’s backward integration strategy, to build a value chain
starting from farmers to consumers.

Business Divisions

Reliance Retail Ltd. has a number of company-owned outlets along with a franchisee format that
would be in collaboration with Kirana shop owners. Its various divisions are:

a) Reliance Smart

It is designed to be an all under one roof supermarket that again caters to household needs.

b) Reliance Fresh

It was the first amongst various format stores to be launched by Reliance Retail Ltd. The ideology
behind the initiative has been to bring “Farm to fork” thereby removing middle men and
benefitting both farmer and consumer. The stores would typically be of an area of around 3,000-
5,000 sq ft. Each store is to provide fresh fruits, vegetables and also products of Reliance Select
and other related groceries.

c) Reliance Super

It will be a smaller version of the hypermarket format. It is to offer over 10,000 products in various
categories like grocery, home care, stationery, pharmaceutical products, apparels & accessories,
FMCG, consumer durables & IT, automotive accessories and lifestyle products. Reliance Super
stores are to be large supermarkets with an area of 4,000 to 10,000 sq. ft. and will not sell fruits and
vegetables like Reliance Fresh.

d) Reliance Timeout

With over 56,000 products Reliance Timeout will offer customer an extensive range of
merchandise in books, music, stationery, toys and gifts. It is to a format based on the ideology to
provide a place where a consumer can unwind and relax, browse and buy a book, sample some
music, choose a gift, and buy a toy or some exclusive stationery for themselves. Reliance Timeout
will offer a comprehensive range of products in these categories along with an attempt to create
a fascinating customer experience with a warm, lively ambience.

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e) Reliance Digital

It is a consumer electronics concept mega store. It is designed to be a one stop shop for all
technology solutions in the field of consumer electronics, home appliances, information
technology and telecommunications. The stores are to cover an area of more than 15,000 sq. ft.
and offer a variety of over 4,000 products spread across 150 brands along with solution bundles to
meet diverse customer needs. The staff will counsel and guide customers not only to buy products
but also provide complete solutions to ensure consumers buy the right product at the right price. It
will continue to offer Reliance One, a common membership and loyalty program acrossall
formats, which follows the philosophy ’Earn Anywhere, Spend Anywhere’. It shall also provide
finance options for purchases. Reliance Digital is to be a large format store spread across 15,000
to 35,000 sq. ft. and is scheduled to come up in 70 cities in India in the near future.

f) Reliance Wellness

It is a chain of specialty wellness stores that would offer pre-emptive, curative as well as health
and beauty solutions. The store is to add value to people’s lives, by providing products and services
that will proactively work to enrich people’s body, mind and spirit. It is to house world class
products under one roof and also educate consumers on their health needs, thus enabling them to
take charge of their health. It will sell international and national brands like H2O, Neutrogena,
Olay, Sports Nutrition, etc. They will also house alternate medicine, health books & music. The
stores are to showcase Wellness Events, Seminars, Workshops and Advisory camps on
contemporary wellness issues like diabetes, hypertension, fitness, diet and nutrition, weight
management and skin care.

g) Reliance Footprints

It is a specialty footwear store that would offer over 25,000 pairs of formal, casual, ethnic, party
wear and sports wear in men, women and children footwear. The store is to be spread over 7,500
square feet and be dedicated to footwear, handbags and accessories. The design of Footprint was
conceptualized by Pavlik of USA which is one of the best design houses in the world keeping in
mind the taste and preferences of the Indian consumer. It shall offer brands from Europe and
America like Josef Siebel, Rockport, Hush Puppies, Lee Cooper Clarks, Levis, Nike, Adidas,
Piccadilly, Dr. Scholl’s and more. For kids, Crocs and Disney will be showcased. The store plans
a pan-India presence by opening over 15 more specialty stores.

29
 h) Reliance Jewels

It is a stand-alone fine jewellery format. It is to be a one stop shopping destination for fine
jewellery. Reliance Retail ventured into gems and jewellery trade with the aim of launching 300
stores all over India within a 3 year time frame. With a growing demand for jewellery and lower
competition. The gold jewellery range shall include Kolkata Filigree, Rajkot minakari jewellery,
Kundan from Jaipur, Temple jewellery from Kerala, Jadau from Amritsar and more. In Diamond
jewellery, Reliance Jewels will offer the finest quality of diamonds and the widest range of daily
wear, party wear and wedding designs.

i) Reliance Trends

It is a specialty apparel store that will sell men, women and children’s garments. The store will carry the
best of national and international brands like John Players, Peter England, Indigo Nation, Wrangler,
Reebok, and Lee, apart from in-house brands. The store layout is to compliment the evolving taste and
preference of fashion savvy consumers, giving them an opportunity to view /shop with ease, along with
well trained customer service associates, to compliment the entire shopping process. Reliance trends is
operation with 123 stores across the country, providing employment to so many people and planning to
launch many new stores

30
 Company Profile

Company : Reliance Retail

Subsidiary Company : Reliance Trends

Founded 2007

Headquarters : Mumbai

Chairman and Managing Director : Shri Mukesh Ambani

Stores at Bhubaneswar city : Reliance Trends at Esplanade Mall, Janpath Road ,

Patia, Puri Cuttack Road, Symphony Mall, Utkal Galleria,
DN Regalia, Garage Square.

The Apparel, Luggage and Accessories division of reliance retail has announced the launch of
their first Apparel speciality store “Reliance Trends”.

All the Reliance Trends stores located at different places across Bhubaneswar offer some of the
best Indian and International brands with each store’s area of more than 15,000sq.ft. of shopping
area, and has been designed and furnished by the best of the international design agencies to
offer a high style and lavish experience to the Indian consumer.

The store layout compliments the evolving tastes and preference of fashion savvy consumers,
giving them an opportunity to view/shop with ease, along with an army of well trained customer
service associates to compliment the entire shopping process.

Riding on the tremendous success of Reliance Mart at various locations across India, the apparel
division of Reliance Retail is well on track to democratise fashion and make it attainable to the
masses.

This is being possible by the extraordinary design pool of Indian and International designers,
integrating the international design trends and preferences of the Indian consumers.

The company is offering solutions to common maintenance problems through its state of the art
innovative products like Ever White Shirts, Anti Stain Trousers, Wrinkle free range of garments,
aromatic clothes for infants and quick-dry sports wear that ensures optimum moisture
management.

31
Product quality has been ingrained into the DNA of Reliance Trends and is integral to the mission
of “Grahak Devo Bhava”. The quality system are designed, implemented and monitored as per
international standards by a highly competent team of professionals.

To deliver the customer the best value for their money, only those products that demonstrate an
exemplary safety and quality meeting both implicit and explicit needs of the consumer are
approved for purchase.

Some of the quality standards that are being followed are American Association of textiles,
chemists and colourists. American Standard, ISO and BIS methods.

For the first time in organised retail, Reliance Trends is introducing Made to Measure tailoring
service offering customised fits to all the customers buying fabric from the store at prices
compatible to neighbourhood tailors.

Reliance Trends is offering a homogenous mix of private label of brands across men’s, women’s
and children’s category to fulfil every customer’s requirements.

The Network range of garments comprises of formal office wear and collection for men and
women, while the Netplay range, showcases a smart casual collection for the evolving workplace.
The DNMX range has been developed with a clear focus on the youth of India, offering them
exclusively crafted fashion garments like Denims, T-shirts etc.

An exclusive label Panda has been developed for infants and toddlers, while the FRENDZ range
of garments would compliment the wardrobes of the growing generation of boys and girls.

Apart from these private labels, the store is also offering some of the most renowned brands in the
country like Levis Strauss Signature, Peter England, Indigo Nation, American Tourister, John
Players etc. Some designer labels either directly or through their sub brands most of these
exclusively for Reliance Trends.

Taking forward the voice of Shri Mukesh Ambani, Chairman & Managing Director, Reliance
Industries Ltd, Reliance Trends delivers unmatched affordability, quality and chain of products
and services to the consumer. Reliance Retail continues to fine tune its offering and listening to its
customers and learning from them. This as the Chairman envisions, will be the beginning of
transformation of Indian Retail with benefits for the consumer

32
 Product Profile

1) Women’s Wear

Indian wear Formal wear

SemiFormal wear Casual wear
Dress material Lingerie

2) Men’s wear

Formal wear Semi Formal wear

Casual wear Sports wear

Men’s wear fabric Under garments

3) Kid’s wear

Infants Toddlers

Girls 2-8 years Girls 8-14 years

Boys 2-8 years Boys 8-14 years

4) Accessories

Handbags Socks

Handkerchiefs Sports Goods

33
 Private labels by Reliance Trends

• Rio - a vibrant range of snazzy trends for young women

• Fig - fashion wear for discerning, independent & working women
• Avaasa - a range of Indian wear for women offering the finest collection of Salwar Kurtas, Churidars
and a fast-evolving Mix n Match range of garments
• Fusion – a range of fusion wear for women where east meets west & style meets comfort
• Hushh - the lingerie line for women offers an extensive range of innerwear and sleepwear
• Frendz - range of garments that complements the wardrobes of the growing generation of boys and girls
• Pureza – a collection of pure Cotton & Linen shirts for men
• Network – offering a range of garments which comprises of formal office wear collection for men and
women
• Netplay - range showcases a smart casual collection for the evolving workplace
• The DNMX - range has been developed with a clear focus on the youth of India, offering them
exclusively crafted fashion garments like Denims, T shirts etc.
• Performax - the specialized sportswear or active wear brand, which supports performance in sporting
activity
• Graviti - the innerwear range for men offering the best of inner and lounge wear
• Point Cove – Kidswear brand that features bold colors bringing the California spirit to India

External Brand in Reliance Trends

• Aurelia
• Souchii
• Juniper
• Go colors
• Kraus
• Lee Cooper
• Duke
• Peter England
• Jockey
• Sin
• Flying Machine
• Proline
• Crimsoune Club

34
 Group vision

Democratize fashion, enrich quality of life of Indian households by giving them access to quality
, fashionable clothing at extreme value.

Group mission

To be the India’s largest apparel retailer and the dominant player in retail space.

USP

Q: Best Quality
F: Latest Fashion
T: Patented Technology
V: Value for Money

35
SWOT ANALYSIS

STRENGTH:
➢ Lower Price
➢ Coupons, Voucher
➢ Promotional Products
➢ Good Quality
➢ Value to money
➢ Understanding the customer needs
➢ Offer on national holiday like 15 august , 26 jan ,16 junetc
➢ Ultimate offer (offer for the whole year)

WEAKNESS:

➢ Repeated Collections
➢ Not Much of new designs

OPPORTUNITIES:

➢ New Products : Expanding Beyond Clothing To Include More Shoes, Handbags

➢ Catalogs
➢ Removing The Products Which Are Not Selling Much

THREATS:

➢ There Is A Competition From Stores Like Life Style, Pantaloons, Shopper’s Shop
Etc.,
➢ Many Stores Have To Open

36
COMPETITOR ANALYSIS

37
Major Players in Indian Retail Industry:

• Shoppers’ Stop:
Strength Weakness
Brand image Not very focused on promotion
Quality of the products Follows low risk strategy, where the company is
High conversion rates due to increasing footfalls going very steady, which might be very slow
process for growth to company

• Westside
Strength Weakness
Leveraging brand recognition in new Investing into customers oriented services and
segmentation supply chain

• Pantaloons
Strength Weakness
Largest market share and capitalization Does not function internationally
Reputation for value for money, convenience Faces more competitions
and wide range of all in one store
Invest time and money in training people and
retaining them

• Lifestyle
Strength Weakness
Customer loyalty schemes with membership Has not yet captured the complete market, quite
given to customers a lot of segments need to be captured
Shopping convenience for people and family
shopping option all under one roof

• Provogue
Strength Weakness
Celebrity advertising campaigns No provision for kids wear
It has set up 40showrooms mainly in metro cities Lack of showrooms in mini metro cities

International retailers:

There has been greater influence of brands like Wal-Mart, Tommy Hilfiger, Carrefour, Marks &
Spencer’s, Nike, etc in the big cities of India for long.

38
DATA ANALYSIS

39
 1. Gender

Particulars Frequency Valid Percent

Male 28 56.0
Female 22 44.0
Total 50 100.0

male
femal
e

Analysis:
From the above table and the pie graph it is clearly observed that the number of males entering
into the reliance trends stores are more when compared to that of females. But from the taken
sample of 50 respondents, the number is quite same.

Interpretation:
From the taken sample of 50 respondents the number of males is higher than the number of
females but the number is quite same, so reliance should not neglect on any gender as both are
entering into the stores in almost same numbers.

40
 2. Age group

Particulars Frequency Valid Percent

20- 34 68.0
30
30- 10 20.0
40
above 40 6 12.0
Tota 50 100.0
l

Analysis:
From the above figure and the table it is clearly observed that most of the people entering into
the reliance trends store belong to the age group of 20-30 years
.
Interpretation:
As it is clear that the people of age group between 20-30 years are visiting the stores mostly. So
reliance trends have to concentrate on attracting more people of this group. All the promotions
should be done in the way to influence the people of this age group to come into stores. Also
people of this age group will follow the fashion trends, and Reliance trends stands itself as
India’s Largest Fashion Destination.

41
 3. Occupation:

Particulars Frequency Valid Percent

Student 22 44.0
working professional 17 34.0
Business 6 12.0
House wife 5 10.0
Total 50 100.0

Analysis:
From the above bar graph it is very clear that most of the people who were entering the store are
students and next to students is working professionals, followed by the business people and
House wives.

Interpretation:
Reliance was getting its targets customers and it has to concentrate more on doing different
types of promotions for attracting the remaining classes of customers.

42
 4. How frequently do you visit reliance trends store.

Particulars Frequency Valid Percent

Weekly 4 8.0
Monthly 14 28.0
during offers 19 38.0
whenever need arises 13 26.0
Total 50 100.0

Analysis:
From the above graph it is observed that 38% people entering the stores at the time of special
offers , 28% people are coming to reliance trends stores monthly and 26% are coming whenever
they need and just 8% people were coming into the stores on weekly basis.

Interpretation:
Most of the people coming into the stores during special offers and some are coming monthly
and when ever need arises for them. So, Reliance have to concentrate on maintaining the
relationship with the customers in such a way that it should retain its customers

43
 5. Are you happy with the location of reliance trends stores in the city

Particulars Frequency Valid Percent

Yes 45 90.0
N 5 10.0
o
Total 50 100.0

Analysis:
From the above figure it was clear that maximum people 90% feel that they were happy with the
location of the stores in the city and remaining 10% were not happy with the location.

Interpretation:
It was clear that maximum of the respondents have told that reliance trends stores were located
at the perfect locations in the city Reliance trends can concentrate on bringing more customers
into the stores as they were located in the right locations in the city.

44
 6. Staff greeted you and offered to help you.

Particulars Frequency Valid Percent

strongly agree 14 28.0
Agree 33 66.0
Disagr 3 6.0
ee
Total 50 100.0

Analysis:
From the above table and figure it is clear that 66% of people agreed that staff greeted them and
offered to help them, 28% have strongly agreed, only 6% were disagree.

Interpretation:
From the total of 50 respondents no one has given the response as strongly disagree and very
less have given disagree so, it is very good that no one have negative response regarding this. So
reliance trends can concentrate on training the employees in a better way for
assisting different types of customers, employees must be made to communicate in the language
which was understandable to the customers.

45
 7. Staff was available in a timely manner.

Particulars Frequency Valid Percent

strongly agree 11 22.0
Agree 31 62.0
Disagr 8 16.0
ee
Total 50 100.0

Analysis:
More than 60% of the respondents agreed that staff was available to assist them in timely manner
and 22% of respondents have strongly agreed and just 16% of respondents disagreed.

Interpretation:
From the above data it is clearly understood that very few customers feel that staff was not available in
timely manner and the maximum of the respondents feel that staff was available

46
Amity Global
8. Do the store provides convenient parking for customers.

Particulars Frequency Valid Percent

Ye 33 66.0
s
No 17 34.0
Total 50 100.0

Analysis:
66% of the respondents feel that they have convenient parking space and 34% of
respondents feel they don’t have convenient parking space.

Interpretation:
Almost all the reliance trends store are having enough parking space but some people are feeling
that they don’t have convenient parking. This may be because parking vehicles in the parking
space is not properly managed. it the parking space is not available for customers there may be
chance that they may get negative impression on entire Reliance trends.

47
Amity Global
9. How did you come to know about reliance trends.

Particulars Frequency Valid Percent

Newspapers 8 16.0
Leaflets 9 18.0
banners and hoardings 16 32.0
friends and relatives 17 34.0
Total 50 100.0

Analysis:
From the above data it was clearly observed that 34% of people came to know about reliance
trends through their friends and relatives and 32 % of people through banners and hoardings,
through leaflets is 18% and through newspaper advertisement is 16%.

Interpretation:
Reliance trends is getting mouth publicity with out any cost to company, many customers came
to know about reliance trends from their friends and relatives. Branners and hoardings also helps
reliance trends to bring customers. We cannot neglect the number of customers coming by seeing
the advertisements in news papers and by receiving pamphlets, they both confine a total of 34%.
So we can concentrate on doing these activities more effectively

48
Amity Global
10. Would you like to recommend reliance trends to your friends and family?

Particulars Frequency Valid Percent

Ye 43 86.0
s
N 7 14.0
o
Total 50 100.0

45
40
35
30
25
20
15
10
5
0
yes no

Analysis:
86% of respondents said that they would like to recommend reliance trends to their friends and
relatives, only 14 % said that they would not like to recommend reliance trends.

Interpretation:
It is very good for reliance trends that 86% of people who are coming into store like to visit the
store again and also they would like to recommend reliance trends to others. So reliance trends
can concentrate on the remaining people who are not likely to recommend reliance trends to
others by assisting them in providing what they want.

49
11. The offers available in the store are good value for money.

Particulars Frequency Valid Percent

strongly agree 7 14.0
Agree 35 70.0
Disagree 6 12.0
strongly disagree 2 4.0
Total 50 100.0

Analysis:
From the above data table it is clear that 70% of respondents feel that the merchandise offered by
reliance trends was good values for money and 14% feel that they strongly agree and only 12% of
respondents disagree and 4% strongly disagree.

Interpretation:
84% feel that the offers available in the store are good value for money. So maximum people find
the pricing and offers in the reliance trends stores was good.

50
12. where do you usually shop for if not reliance trends.

Particulars Frequency Valid Percent

Max 13 26.0
mega 8 16.0
mart
Brandfactory 12 24.0
life style 6 12.0
Pantaloons 7 14.0
Others 4 8.0
Total 50 100.0

14

12

10

0
max mega mart brand factory life style pantaloons others

Analysis:
From the above data it is observed that 26% prefer shopping in max, 24% prefer to shop in brand
factory, 16% in Mega mart, 14% in pantaloons, 12% in lifestyle and 8% in other types of retail
apparel stores.

51
13. How do you rate your experience in Reliance trends with
regard to
a)Customer service

Particulars Frequency Valid Percent

Excellent 7 14.0
Goo 31 62.0
d
Average 12 24.0
Tot 50 100.0
al

Analysis:
From the total respondents of 50, 62% feel that customer service at reliance trends was good,
24% of respondents feel it is average and 14% of respondents feel that it is excellent.

Interpretation:
From the analysis we can understand that no one customer from respondents feel that customer
service at reliance trends is poor. Maximum of the respondents feel that customer service at
reliance trends is good. Reliance trends can do better customer service for satisfying the
remaining customers who feel it is not good.

52
b) Easy navigation

Particulars Frequency Valid Percent

Excell 3 6.0
ent
Good 30 60.0
Avg 17 34.0
Total 50 100.0

From the data it is clear that 60% of respondents feel that easy navigation in the store is good,
34% feel that it is average and 6% feel it is excellent.

Interpretation:
From the analysis it can be interpreted that 60% of respondents feel that they can move all
around the store to find what they want. No one customer responded that easy navigation in the
store is poor but very less number of customers feel that easy navigation in the store is excellent
so, Reliance trends can arrange the store in such a way that it can allow the customers to movw
around the store in finding what they want.

53
c) Visual Merchandising

particulars Frequency Valid Percent

excelle 2 4.0
nt
good 30 60.0
average 18 36.0
Total 50 100.0

Analysis:
From the data it can be clearly observed that the 60% of respondents feel that visual
merchandising is good and 36% feel it is average and just 4% of respondents feel that it is
excellent.

Interpretation:
From that analysis it can interpreted that 60% of respondents feel that the visual merchandising
in reliance trends is good and it attracts them to come into the store and try the merchandise.
So, for the remaining customers who feel visual merchandising is no so nice in Reliance trends,
it can improve on arranging their merchandise in an attractive way which will bring in more
customers.

54
d) Billing counter experience

Particulars Frequency Valid Percent

Good 22 44.0
Avg 25 50.0
Fair 3 6.0
Total 50 100.0

Analysis:
From the above data it can be observed that 50% of respondents feel that their Billing experience
in reliance trends is average. 44% of respondents feel it is good and 6% feel it is fair.

Interpretation:
It can be interpreted that not even half of the respondents feel that their billing experience in
reliance trends is good and 50% of people feel it is average. So, it can be clearly observed that
there was negative impression on the billing. Reliance trends can increase the number of billing
counters in the store and keeping the experienced staff for doing the faster billing and to reduce
the waiting time for customers.

55
 FINDINGS AND
RECOMMENDATIONS

56
 Summary of Findings

Most of the customers were looking for more well known brands, where Reliance trends
concentrating on their own private labels.
A feedback book was kept near the billing counter, but very less customers were writing
in the feedback book.
All the merchandise was not arranged according to their sizes.
Some types of works like rebranding the different stalls in the store, electric works
happening in the store in the working hours creating disturbance to the customers.
Customers in the kids section feel that the collections for kids have to be increased.
Some customers in the kids section said that the bottom wear for kids have to be more
colourful but the kids bottom wear in the store are plain colours, all are almost similar
models.
Some customers are asking for the footwear. Reliance was loosing some customers who
were coming into the store for buying the footwear.
Alteration time have to be reduced. Many customers are waiting in the store for
alteration.
Reliance was spending lot of money on promotional activities, but monitoring of
promotional activities was very less.

RECOMMENDATIONS

All the sizes must be made available in the stores. So Reliance will not lose out some
customers.
More popular brands have to be kept in the store, more customers were asking for that
brands.
Customers must be asked by the staff to fill applications related to different offers in the
stores.
All the customers must be asked to write their feedback in the feedback book which was
kept near the billing section.
All types of works which were happening in the stores have to be done before or after the
working hours of the store.
Collections in the kids wear section can be increased.
Alteration time can be reduced by hiring additional tailors or by doing the work fastly. So
that customers waiting time for the alteration can be reduced.
Promotional activities or marketing activities have to be monitored properly. So that they
can help Reliance trends to get more customers.

57
 CONCLUSION

From the above findings the following are the conclusion on customer satisfaction with regards
to Reliance Trends. From the study we conclude that all the customers are not fully satisfied with
not only Reliance Trends but also with the remaining competitors of reliance trends, customers are
finding some faults with every apparel stores.

The customers entering into the store are happy with the offers available in the store that the offers
are good value for their money. But from my observation i can conclude that Reliance trends was
spending lot of money for different types of marketing and promotional activities for driving more
customers into the stores, but Reliance was not concentrating on converting the people who entered
the store into a final customers.

After conducting a thorough survey and research on Reliance Trends it is observed that it has been
perceived as a good brand. It has good customer loyalty and also attracts a large number of new
customers. It also offers its customer a unique shopping experience a few brands can offer.
It also got an advantage of its locations situated in commercial locations. There are a good number
of Reliance Trends stores located across the city which makes it easy for customers to access the
store. Customers seemed to be happy when it came to the layout of the store, the merchandise, and
cleanliness of the store, ambience, etc.

Consumers have high expectations from Reliance Trends regarding pricing; they expect good
collection of clothes at much cheaper price. A lot of awareness programs may help in getting better
footfalls.
The future for Reliance Trends indeed seems to be bright and it should continue to do well as
seems apparent from the response of the customers.

58
BIBILOGRAPHY:

www.ril.com
www.wikipedia.com
http://www.ibef.org/industry/retail-india.aspx
https://www.facebook.com/RelianceTrends

59
ANNEXURE

60
 ANNEXURE

I am undertaking a research project on customer satisfaction with regard to

Your
feedback will be useful for my project. I assure that all the information from you will be
kept confidential and will be used only for my project. Kindly give your feedback.
Name: …………………………………. Occupation: ....................................

Gender: ..................... Age Group: …………

Email: ………………………………….. Mobile: ……………………………….

1. How frequently do you visit reliance trends store.

(a)weekly (b)Monthly (c) During offers (d)Whenever need arises

2. Are you happy with the location of Reliance trends stores in the
city . (a)Yes (b) No

3. Staff greeted you and offered to help you.

(a)Strongly agree (b) Agree (c) Strongly disagree (d) Disagree

4. Staff was available in a timely manner

(a)Strongly agree (b) Agree (c) Strongly disagree (d) Disagree

5. Do the store provides convenient parking for

customers. (a)Yes (b)No

6. How did you come to know about reliance trends.

(a)Newspaper (b)Leaflets (c)Banners&hoardings (d)friends and relatives

7. Do you like to visit reliance trends store

again (a)yes (b)no
If no Please specify reason

61
8. Would you like to recommend reliance trends to your friends or
family (a)yes (b)no
If no Please specify reason

9. The offers available in the store are good value for money.
(a)Strongly agree (b) Agree (c) Strongly disagree (d) Disagree

10. where do you usually shop for if not reliance trends. please mention here

11. How do you rate your experience in Reliance trends with

regard to 1)Customer service
a) Excellent (b)Good (c)Average (d)Fair
(e)Poor 2)Easy navigation
a) Excellent (b)Good (c)Average (d)Fair
(e)Poor 3)Visual Merchandising
a) Excellent (b)Good (c)Average (d)Fair (e)Poor
4) Billing
counter (b)Good (c)Average (d)Fair (e)Poor
a) Excellent

12. Any suggestions or comments on how trends can give you a better shopping experience.

Thank you

62