Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
ON
STUDY OF CUSTOMER SATISFACTION
FOR PROVISION STORE &
SUPERMARKETS
SUBMITTED BY
NAME: AARTI GOSWAMI
REG NO: 201224557
SUBMITTED TO SCDL
This is to declare that I “Aarti Goswami” have carried out this project work myself in part
The work is original, has not been copied from anywhere else and has not been submitted
to any other University/Institute for an award of any degree/diploma.
________________
Student’s Signature
Certified that the work incorporated in this Project Report on Study of Customer
Material obtained from other sources has been duly acknowledged in the Project Report.
1 Introduction 5
a. Marketing Concepts 6
b. Consumer Satisfaction 7
c. Retailing 8
d. Supermarket 15
2 Review of Literature 19
3 Background of Study 21
a. Statement of Problem 22
4 Objectives of Study 24
5 Research Methodology 26
6 Industry Profile 30
a. Stores 40
b. Super Markets 65
8 Findings of Study 94
9 Limitations of Study 97
10 Recommendations 101
11 Conclusions 104
Marketing is a human activity directed at satisfying needs and wants through exchange
process. It has been reviewed as an on going process involving a set of interacting
activities dealing with a market, adoring the product and services to consumers on the
bases of reliable market anticipation.
Marketing starts with identification of specific need on the part of consumer and ends with
the satisfaction of that need. The consumer is found both at the beginning and at the end of
the marketing process.
Marketing is a societal process by which individuals and groups obtain what they need and
want through creating, offering and freely exchanging products and services of value with
others. For managerial definition marketing has often been described as “the art of selling
products”, but people are surprised when they hear that the most important part of
marketing is not selling! Selling is only the tip of the marketing iceberg.
MARKETING CONCEPT
The marketing concept emerged in the mid-1950s and challenged the preceding concepts.
Instead of a product-centred, “make-and-sell” philosophy we shift to a customer-centred,
“sense-and-respond” philosophy. Instead of “hunting”, marketing is gardening”. The job is
not to find right customers for your product, but the right products for your customers.
The marketing concept holds that the key to achieving its organizational goals consists of
the company being more effective than competitors in creating, delivering and
communicating superior customer value to its chosen target markets.
Theodore Levitt of Harvard drew a perceptive contrast between the selling and marketing
concepts:
Selling focuses on the needs of the seller; marketing on the needs of the buyer. Selling is
preoccupied with the seller’s need to convert his product into cash; marketing with the idea
of satisfying the needs of the customer by means of the product and the whole cluster of
things associated with creating, delivering and finally consuming it.
The marketing concept rests on four pillars: target market, customer needs, integrated
marketing and profits through customer satisfaction. The selling concept takes an inside-
out perspective. It starts with the factory, focuses on existing products and calls for heavy
selling promoting to produce profitable sales. The marketing concept takes an outside-in
perspective. It starts with a well-defined market, focuses on customer needs, coordinates
all the activities that will affect customers and produces profits by satisfying customers.
Customer expectations are based on past buying experiences, the opinions of friends and
marketer and competitor information and promises. Marketers must be careful to set the
right level of expectations. If they set expectations too low, they may satisfy those who buy
but fail to attract enough buyers. If they raise expectations too high, buyers will be
disappointed.
The American Customer Satisfaction Index, which tracks customer satisfaction in more
than two dozen U.S. manufacturing and service industries, shows that overall customer
satisfaction has been declining slightly in recent years. It is unclear whether this has
resulted from a decrease in product and service quality or from an increase in customer
expectations. In either case, it presents an opportunity for companies that can deliver
superior customer value and satisfaction.
RETAILING
Retailing includes all the activities involved in selling goods or services directly to final
consumers for personal, non business use. A retailer or retail store is any business
enterprise whose sales volume comes primarily from retailing.
TYPES OF RETAILERS
Consumers today can shop for goods and services in a wide variety of retail organizations.
There are store retailers, non store retailers and retail organizations. Perhaps the Best-know
type of retailer is the department store.
Speciality Store: Narrow product line with a deep assortment. A clothing store would be a
single-line store; a men’s clothing store would be a limited-line store; and a men’s custom-
shirt store would be a super speciality store. Examples: Athlete’s Foot, The body shop
Convenience Store: Relatively small store located near residential area, open long hours,
seven days a week and carrying a limited line of high-turnover convenience products at
slightly higher prices, plus takeout sandwiches, coffee, soft drinks. Examples: 7-Eleven,
Circle K.
Discount Store: Standard merchandise sold at lower prices with lower margins and higher
volumes. Discount retailing has moved into speciality merchandise stores, such as discount
sporting-goods stores, electronics stores and bookstores.
Examples: Wal-Mart, Circuit city.
Off-price retailer: Merchandise bought at less than regular wholesale prices and sold at
less than retail; often leftover goods, overruns and irregulars.
Examples: Sam’s club, Max clubs.
Superstore: About 35000 square feet of selling space traditionally aimed at meeting
consumers’ total needs for routinely purchased food and non-food items, plus services such
as laundry, dry cleaning, shoe repair, check cashing, and bill paying. A new group called
category killers carries a deep assortment in a particular category and a knowledgeable
staff. Examples: IKEA, Home Depot.
1. Self service: Self service is the cornerstone of all discounts operations. Many
customers are willing to carry out their own locate-compare-select process to save
money.
2. Self-selection: Customers find their own goods, although they can ask for
assistance.
3. Limited service: These retailers carry more shopping goods and customers need
more information and assistance. The stores also offer services (such as credit and
merchandise-return privileges).
4. Full service: Salespeople are ready to assist in every phase of the locate-compare-
select process. Customers who like to be waited on prefer this type of store. The
high staffing cost, along with the higher proportion of specialty good as and
slower-moving items and the many services, results in high-cost retailing.
MARKETING DECISIONS
In the past retailers held customers by offering convenient location, special or unique
assortments of goods, greater or better services than competitors and store credit cards. All
of this has changed. Today, national brands such as Calvin Klein, Izod and Levi’s are
found in department stores, in their own shops, in merchandise outlets and in off-price
discount stores. In their drive for volume, national-brand manufacturers have placed goods
everywhere. The result is that retail-store assortments have grown more alike.
Service differentiation also has eroded. Many department stores trimmed services and
many discounters have increased services. Customers have become smarter shoppers. They
do not want to pay more for identical brand, especially when service differences have
diminished; nor do they need credit from a particular store, because bank credit cards are
almost universally accepted.
Target Market: A retailer’s most important decision concerns the target market. Until the
target market is defined and profiled, the retailer cannot make consistent decisions on
product assortment, store décor, advertising messages and media, price and services levels.
Some retailers have defined their target markets quite well:
Product assortment and procurement: The retailer’s product assortment must match the
target market’s shopping expectations. The retailer has to decide on product-assortment
breadth and depth. The real challenge begins after defining the store’s product assortment
and that is to develop a product-differentiation strategy.
Feature exclusive national brands that are not available at competing retailers. Thus
Saks might get exclusive rights to carry the dresses of a well-known international
designer.
Feature mostly private branded merchandise: Many supermarket and drug chains
carry private branded merchandise.
Feature blockbuster distinctive merchandise events: Bloomingdale’s will run month
shows featuring the goods of another country, such as India, throughout the store.
Feature surprise or even-changing merchandise: Benetton changes some portion of
its merchandise every month so that customers will want to drop in frequently.
Feature the latest or newest merchandise first: The sharper image leads other
retailers in introducing electronic appliances from around d the world.
Offer merchandise customizing services: Harrod’s of London will make custom-
tailored suits, shirts and tries for customers in addition to ready-made menswear.
Offer a highly targeted assortment: Circuit city’s decision to drop major appliances
gave it more than 200 square feet to stock more units of higher-margin electronics.
The services mix is a key tool for differentiating one store from another; so is atmosphere.
(See “Marketing for the New Economy: Extreme Retailing”.) Atmosphere is another
element in the store arsenal. Every store has a physical layout that makes it hard or easy to
move around. Every store has a “Look”. The store must embody a planned atmosphere that
suits the target market and draws consumers toward purchase.
PRICE DECISION
Prices are a key positioning factor and must be decided in relation to the target market, the
product-and-service assortment mix and competition. All retailers would like to achieve
high volumes and high gross margins. They would like high Turns x Earns, but the two
usually do not go together. Most retailers fall into the high-makeup, lower-volume group
(fine specialty stores) or the low-mark-up, higher-volume group (mass-merchandisers and
discount stores). Within each of these groups are further gradations).
Retailers must also pay attention to pricing tactics. Most retailers will put low prices on
some items to serve as traffic builders or loss leaders. They will run storewide sales. They
will plan markdowns on slower-moving merchandise.
Some retailers have abandoned “sales pricing” in favour of everyday low pricing (EDLP).
EDLP could lead to lower advertising costs, greater pricing stability, a stronger image of
PROMOTION DECISION
Retailers use a wide range of promotion tools to generate traffic and purchases. They place
ads, run special sales, issue money-saving coupons and run frequent shopper-reward
programs, in-store food sampling and coupons on shelves of at checkout points. Each
retailer must use promotion tools that support and reinforce its image positioning. Fine
stores will place tasteful full-page ads in magazines such as Vogue and Harper’s. They will
carefully train salespeople to greet customers, interpret their needs, and handle complaints.
PLACE DECISION
Retailers are accustomed to saying that the three keys to success are “location, location and
location”. Customers generally choose the nearest bank and gas station. Department-store
chains, oil companies and fast-food franchisers exercise great care in selecting locations.
The problem breaks down into selecting regions of the country in which to open outlets,
then particular cities and then particular sites. A supermarket chain might decide to operate
in the Midwest; in the cities of Chicago, Milwaukee and Indianapolis; and in 14 locations,
mostly suburban, within the Chicago region.
Retailers can locate their stores in the central business district, a regional shopping centre,
a community shopping centre, a shopping strip, or within a larger store.
General business districts: This is the oldest and most heavily trafficked city area,
often known as “downtown”. Store and office rents are normally high. Most
downtown areas were hit by a flight to the suburbs in the 1960s, resulting in
deteriorated retailing facilities; but in the 1960s, a minor renaissance of interest in
downtown apartments, stores and restaurants began in many cities.
Regional shopping centres: These are large suburban malls containing 40 to 200
stores. They usually draw customers from a 5 to 20 mil radius. Malls are attractive
because of generous parking, one-stop shopping, restaurants and recreational
facilities. Successful malls charge high rents and may get a share of stores’ sales.
In view of the relationship between high traffic and high rents, retailers must decide on the
most advantageous locations for their outlets. They can use a variety of methods to assess
locations, including traffic counts, surveys of consumer shopping habits and analysis of
competitive locations. Several models for site location have also been formulated.
Retailers can assess a particular store’s sales effectiveness by looking at four indicators:
1. Number of people passing by on an average day.
2. Percentage who enter the store
3. Percentage of those entering who buy
4. Average amount spent per sale.
TRENDS IN RETAILING
At this point, the main developments retailers and manufacturers need to take into account
in planning competitive strategies.
1. New retail forms and combinations: some supermarkets include bank branches.
2. Growth of intertype competition: Different types of stores–discount stores,
catalog showrooms, department stores-all compete for the same consumers by
carrying the same type of merchandise.
3. Growth of giant retailers: Through their superior information systems, logistical
systems, and buying power, giant retailers are able to deliver good service and
immense volumes of product at appealing prices to masses of consumers. They are
crowding out smaller manufacturers what to make, how to price and promote, when
and how to ship and even how to improve production and management.
SUPERMARKET
Large self-service shop selling food and household goods. The first, Piggy-Wiggly was
introduced by US retailer Clarence Saunders in Memphis, Tennessee, 19919. Supermarkets
have a high turnover and are therefore able to buy goods in bulk. This cuts down the unit
cost and, in turn, the price which further encourages business. Classic self-service 4,000-
20,000sq-ft with shopping carts as popularized in India by ‘Crazy Boys’ films with typical
Review of literature refers to identifying already existing literature in the area of consumer
behaviour, to find out what contribution has already been made so that it can serve a
valuable base for further expanding the literature. The researcher, while choosing the
relevant literature for this study, has taken extreme care not to omit any literature
pertaining to the consumer behaviour. This chapter revolves around the various relevant
literatures screened to formulate the subject matter of the proposed study “Buying Pattern
of Indian Customers in the Changing Retail Scenario”. The literature survey revealed
that studies have been conducted in the functional areas of marketing leading to the
availability of a large volume on the subject.
However they were used by this researcher for the purpose of building theoretical
background and also as a reference for secondary data. This study on the existing
comparative analysis of customer satisfaction towards provision store and supermarket has
been taken.
In this competitive world, supermarket and provision stores are increasing day by day.
They are also implementing newer methods of attracting the customer which has resulting
in enhancement of customer satisfaction. Hence the study has been undertaken to get a
response from the customers to measure their satisfaction towards this concept. During this
study greater emphasis is given to measure the overall satisfaction level of the customers
towards the provision stores and supermarket.
STATEMENT OF PROBLEM
Supermarket and provision stores are growing day by day. Comparative to their sales in
supermarket and provision stores are less than expected. This study will help the
supermarket and provision stores to ascertain their customer satisfaction level. Thus a
research titled “Comparative analysis of customer satisfaction towards provision store and
supermarket” was carried on. The research conducted would help the provision store in
identifying the key factors involved in the achievement of customer delight and retaining
the customers.
They are also implementing newer methods of attracting the customer which has resulting
in enhancement of customer satisfaction. In terms of sales volume there has not been any
such explosion. They are all competing for the same consumers by carrying the same type
of merchandise.
Hence an attempt has been made here to find out the level of customer satisfaction towards
Supermarket and Provision store. This study aims at systematic analysis and encashment or
PURPOSE
Review of literature is to elucidate valid data and information. But this project study was
done with the purpose of throwing light on the depth of the coverage already achieved in
developing the subject matter. This helps fresh learners can get tailor-made customer
information on finger tips.
However, the main purpose of literature survey in the case of this project work is to
appreciate what is not covered in similar topics, so that it can be included in this project
work and improvements can be made on the existing data. This study also covers the
different levels about provision store and supermarket in particular.
This research work on completion is expected to be of immense help to the provision store
and supermarket in improving the existing level of satisfaction among customers. With
novel and enterprising sales promotion techniques more milestones can be achieved. As a
whole new sales promotion technique can be gradually and effectively introduced to
attracting the customer which can resulting in enhancement of customer satisfaction.
On the basis of this study similar study by other venture in this field also becomes easy.
This study is also a yardstick for the retailers to ascertain the customer satisfaction over the
features and services of the provision store and supermarket.
RESEARCH DESIGN
HYPOTHESIS
Null hypothesis Ho: The level of customer satisfaction towards provision store is not
more than supermarket.
Alternative hypothesis H1: The level of customer satisfaction towards provision store is
more than supermarket.
METHODOLOGY
For the purpose of literature survey a sample survey method was adopted. Libraries of
Bangalore University, DSCMIT were visited and existing reports were scanned. Some well
developed and informative websites from the internet were also surfed in order to
authoritatively lay hands on the subject matter.
The researcher adopted the survey method for this descriptive study. Questionnaire was
used to collect information through personal interviews from the customer of provision
store and supermarket.
TYPE OF RESEARCH
Research design is a detailed blue print used to guide the research study towards its
objectives. The process of designing a research study involves many interrelated decisions.
The most significant decision is the choice of research approach as it determines how the
information will be obtained.
Keeping this in mind and to select a particular tool for data collection, the researcher has
adopted the Survey research method. Survey research method is used by asking questions
to people who are believed to possess the desired information. It measures the magnitude
of people’s knowledge, attitudes and buying behaviour. In survey method the data
collection is through structured direct interview. Structured direct interview is a formal
questionnaire (i.e. set of questions) that is structured and direct and the interviewer is
instructed to ask the persons those questions only in the order given in the questionnaire.
SAMPLING TECHNIQUE
Sample is the fraction of the population; sampling is a technique or a method of selection
of samples. The researcher in carrying out this research is adopted the most appropriate
sampling technique for research that is the Simple Random Sampling technique.
According to the simple random sampling method it is assumed that entire population is
homogeneous and the samples are selected in such a way that each and every unit in the
population has equal chance of occurrence or equal probability of occurrence. In other
words the sampling units are selected randomly. Since random sampling implies equal
probability to every unit in the population, it is necessary that the selection of the sample
must be free from human judgment.
SAMPLE SIZE
The researcher has taken out 100 samples randomly from the total population (i.e.50
respondents who purchase from provision store and another 50 respondents who purchase
from supermarket). To select sample from the population, 95% as a confidence level is
taken.
SAMPLE DESCRIPTION
With the research being conducted to know the customer satisfaction towards provision
store and supermarket, the research circulates randomly around the respondents who buy
their grocery from provision store and supermarket. Sample is taken for this research is
from Jayanagar, B.D.A. and K.S. layout of Bangalore. The occupation of sample is
housewife and professionals. This research work has been focused only on the mid-class
segment. These are the respondents who have lots of expectations and who value their
suggestions and prefer it to be implemented.
Retail
RETAIL INDISTRY
The retail industry is focused on the sale of goods or merchandise from a specific location
for direct consumption by the purchaser. North America is the home of most of the world’s
largest retailers, since the U.S. dominates the global retailing industry. Not only is the
retail industry responsible for two-thirds of the U.S.’s GDP, U.S. retail companies have
also established a presence on every continent. The largest retail giants globally are Wal-
Mart (USA), Metro AG (Germany), Carrefour (France) and Tesco (UK).
The industry employs a staggering number of people, and given its rapid proliferation, this
number is always on the rise. The backbone of the sector are the operations and supply
chain management jobs but there are various other options as well, from sales executives
and store managers to merchandise planners and buyers.
Retail has played a major role world over in increasing productivity across a wide range of
consumer goods and services .The impact can be best seen in countries like U.S.A., U.K.,
Mexico, Thailand and more recently China. Economies of countries like Singapore,
Malaysia, Hong Kong, Sri Lanka and Dubai are also heavily assisted by the retail sector.
Retail is the second-largest industry in the United States both in number of establishments
and number of employees. It is also one of the largest world wide. The retail industry
employs more than 22 million Americans and generates more than $3 trillion in retail sale
annually. Retailing is a U.S. $7 trillion sector. Wal-Mart is the world’s largest retailer.
Already the world’s largest employer with over 1million associates, Wal-Mart displaced
oil giant Exxon Mobil as the world’s largest company when it posted $219 billion in sales
for fiscal 2001. Wal-Mart has become the most successful retail brand in the world due its
ability to leverage size, market clout, and efficiency to create market dominance. Wal-Mart
heads Fortune magazine list of top 500 companies in the world. Forbes Annual List of
Billionaires has the largest number (45/497) from the retail business.
Retail sales in India amounted to about Rs.7400 billion in 2002, expanded at an average
annual rate of 7% during 1999-2002. With the upturn in economic growth during 2003,
retail sales are also expected to expand at a higher pace of nearly 10%. Across the country,
retail sales in real terms are predicted to rise more rapidly than consumer expenditure
during 2003-08. The forecast growth in real retail sales during 2003- 2008 is 8.3% per
year, compared with 7.1% for consumer expenditure. Modernization of the Indian retail
sector will be reflected in rapid growth in sales of supermarkets, departmental stores and
hypermarts. Sales from these large-format stores are to expand at growth rates ranging
from 24% to 49% per year during 2003-2008, according to a latest report by Euromonitor
International, a leading provider of global consumer-market intelligence.
Nevertheless, their sales have grown much more rapidly, at almost a triple rate (about 30%
per year during the review period). This high acceleration in sales through modern retail
formats is expected to continue during the next few years, with the rapid growth in
numbers of such outlets due to consumer demand and business potential.
The factors responsible for the development of the retail sector in India can be broadly
summarized as follows:
India is the last large Asian economy to liberalize its retail sector. In Thailand, more than
40% of all consumer goods are sold through the super markets and departmental stores. A
similar phenomenon has swept through all other Asian countries. Organised retailing in
India has a huge scope because of the vast market and the growing consciousness of the
consumer about product quality and services.
A study conducted by Fitch, expects the organized retail industry to continue to grow
rapidly, especially through increased levels of penetration in larger towns and metros and
also as it begins to spread to smaller cities and B class towns. Fuelling this growth is the
a) FOOD RETAILERS
There are large number and variety of retailers in the food-retailing sector. Traditional
types of retailers, who operate small single-outlet businesses mainly using family labour,
dominate this sector .In comparison, super markets account for a small proportion of food
sales in India. However the growth rate of super market sales has being significant in
recent years because greater numbers of higher income Indians prefer to shop at super
markets due to higher standards of hygiene and attractive ambience.
e) DURABLE GOODS
The Indian durable goods sector has seen the entry of a large number of foreign companies
during the post liberalization period. A greater variety of consumer electronic items and
household appliances became available to the Indian customer. Intense competition among
companies to sell their brands provided a strong impetus to the growth for retailers doing
business in this sector.
The retailers in India have to learn both the art and science of retailing by closely following
how retailers in other parts of the world are organizing, managing, and coping up with new
challenges in an ever-changing marketplace. Indian retailers must use innovative retail
formats to enhance shopping experience, and try to understand the regional variations in
consumer attitudes to retailing. Retail marketing efforts have to improve in the country -
advertising, promotions, and campaigns to attract customers; building loyalty by
identifying regular shoppers and offering benefits to them; efficiently managing high-value
customers; and monitoring customer needs constantly, are some of the aspects which
Indian retailers need to focus upon on a more pro-active basis. Despite the presence of the
basic ingredients required for growth of the retail industry in India, it still faces substantial
hurdles that will retard and inhibit its growth in the future. One of the key impediments is
the lack of FDI status. This has largely limited capital investments in supply chain
infrastructure, which is a key for development and growth of food retailing and has also
constrained access to world-class retail practices. Multiplicity and complexity of taxes,
lack of proper infrastructure and relatively high cost of real estate are the other
impediments to the growth of retailing. While the industry and the government are trying
to remove many of these hurdles, some of the roadblocks will remain and will continue to
affect the smooth growth of this industry. Fitch believes that while the market share of
organised retail will grow and become significant in the next decade, this growth would,
however, not be at the same rapid pace as in other emerging markets. Organised retailing
in India is gaining wider acceptance. The development of the organised retail sector,
Performance
In today’s dynamic and shaky business world, the retail industry is constantly upgrading
itself. With an endless array of customer choices, fierce competitors, pervasive use of the
internet, and a complex global economy, retailers need to focus on finding ways to sustain
and grow their businesses. Traditional growth models that focused on rolling out more
stores and adding more product lines, no longer enjoy the return on investment they once
did. Successful retailers are those who are able to adapt and change to the environment and
develop new ways of serving customers, respecting the dynamics of current trends and
adapting accordingly.
The retail industry in India is hailed as a sunrise sector, and is estimated to double in value
from US$ 330 billion in 2007 to $640 billion by 2015. In fact, India has topped AT
Kearney's annual Global Retail Development Index (GRDI) for the third year in a row as
the most attractive market for retail investment.
The bad news is, despite the fact that India has one of the largest number of retail outlets in
the World, organized retail accounts for only 4% of the total market. This makes it
especially difficult to apply sophisticated merchandising and sales tools, enhance consumer
interaction and also, make very accurate analysis. That said, analysts believe the sector is
Growth Potential
The key growth areas include the urban, luxury segment on one end of the spectrum and
serving the rural sector on the other. In addition, government policy encouraging FDI in
the segment has resulted in a plethora of international retailers keen on entering the market;
American retail giant Wal-Mart has tied-up with Bharti Enterprises and global coffee giant
Starbucks' has tied up with PVR Limited. In addition, Carrefour, Boots and others are also
expected to come in with so much action, it is natural that there is a huge scope for
employment opportunities, and experts estimate that the sector will generate employment
for ~ 2.5 million people in 2011. The top retail companies in India include the Raheja
Group, Reliance Retail, Tata Trent, Future Group, RPG Retail, and Ebony Retail Holdings.
The organized retail sector is expected to grow to a value of Rs. 2,00,000 crore (US$45
billion) and may generate 10 to15 million jobs in next 5 years. This can happen in two
forms- 2.5 million of these people may be associated directly with retailing and the rest 10
million people may be gainfully employed in related sectors that will be pulled up through
the strong forward and backward linkage effects.
However to compete in this sector one needs to have up-to-date market information for
planning and decision making. The second most important requirement is to manage costs
widely in order to earn at least normal profits in face of stiff competition
The data has been collected with the help of questionnaire. And it has been analyzed and
interpreted with the help of tables and graphs along with relevant descriptions. Appropriate
treatment has been done to the raw data and logical conclusions are drawn based on the
findings.
Interpretation: Most of the respondents visit the provision store regularly as provision
store will be opened from 7 a.m. to 11 p.m. and also provision store is very close to their
residence.
Graph-7.1: Frequency of Visit to the Provision Store
NO
4%
YES
96%
Analysis: The table shows that 96% of respondents said provision store is near and 4% of
respondent said provision store is not near.
NO
4%
YES
96%
Analysis: The above collected data reveals that 28% of respondents purchase weekly, 64%
of respondents purchase monthly and 8% of respondents purchase once in 2 months.
Interpretation: From the analysis it is found that the respondents those who visit
provision store regularly they purchases weekly and monthly and those respondents who
visit provision store but not regularly purchases once in 2 months.
ONCE IN 2 MONTHSOCCASIONAL
8% 0%
WEEKLY
28%
MONTHLY
64%
Analysis: The table above indicates that 16% of respondents rated 1-2 years, 28% of
respondents rated 2-4 years, 36% of respondents rated 4-7years and 20% of respondents
rated 7 and above years.
Interpretation: It is found that most of respondents are purchasing from provision store
for more than 2 years and above is clearly evident that provision store offers a friendly
personal service, customers may be known to the retailer, therefore allows small credit, the
shop is located around the locality and therefore offers a convenient option, availability of
wide range of products and provide good quality of product.
4-7 YRS
28%
2-4 YRS
16%
1-2 YRS
Analysis: The above table shows that 88% of respondents are satisfied with the range of
products available in the provision store and 12% of respondents are not satisfied with the
range of products available in the provision store.
Interpretation: The survey indicates that most of the customers are satisfied with the
range of products available in the provision and it is because provision store has wide
range of both branded and unbranded products and also in different quantities.
NO
12%
YES
88%
Analysis: The above collected data reveals that 88% of respondents purchase entire
grocery from provision store and 12% of respondents do not purchases entire grocery from
provision store.
Interpretation: From above analysis it is evident that the 88% of respondents purchase
entire grocery from provision store and that it is because provision store provide price
reduction on their total purchase, availability of wide range of both branded and unbranded
product and also quality of products is excellent.
NO
12%
YES
88%
Analysis: The above data collected reveals that 17% of respondent rated dry fruits and
spices and 33%of respondent rated rice and dhal.
Interpretation: Few respondents do not purchase entire ration or grocery from provision
store and these respondents buy only rice, dhal, dry fruits and spices as provision store
provide very good quality and price reduction on the total purchase.
DHAL
33%
RICE 33
17%
SPICES
17%
DRY FRUITS
Analysis: From the above table, it is clear that 84% of respondents said that provision
store provide free home delivery and 16% of respondents said that provision store does not
provide free home delivery.
Interpretation: It is found that most of the respondents said that provision store provide
free home delivery without enforcing any restrictions.
NO
16%
YES
84%
Analysis: The above table shows all respondents are satisfied with services.
Interpretation: It is clear that all the respondents are satisfied with services as the
provision store delivers the grocery items on time.
NO
0%
YES
100%
Analysis: The above collected data reveals that 56% of respondents rated good, 36% of
respondents rated satisfactory and 8% of respondents rated excellent on quality of
products.
Interpretation: Most of the respondents rated the quality of items like rice, wheat, sugar,
dhal is good and satisfactory because of wide range of products are available and with a
wide choice in prices.
BAD
0%
EXCELLENT
8%
SATISFACTORY
36%
GOOD
56%
Analysis: The above table shows that 68% of respondents have returned the dissatisfied
products and 32% of respondents have not returned the dissatisfied products.
Interpretation: From the analysis it is found that some of the respondents have returned
the products as they were dissatisfied with the purchase made or when the products were
found faculty.
NO
32%
YES
68%
Analysis: The data in the above table shows that all the respondents said that replacement
is given for returned products.
Interpretation: The survey indicates that respondents who have returned the dissatisfied
product, among them all the respondents have been given replacement for the returned
product.
12000%
100%
10000%
8000%
6000% YES
1 NO
4000%
2000%
0%
Analysis: The above collected data reveals that 70% of respondents said provision store
will refund the money and 30% of respondents said provision store will not refund the
money.
Interpretation: It is found that the respondents who have returned the dissatisfied
products among them most of the respondents have been refunded by provision store.
80
70%
70
60
50
YES
40
30% NO
30
20
10
Analysis: It can be analyzed from the table, that 92% of respondents has felt packaging is
good and 8% of respondents has felt packaging is bad.
Interpretation: There is clear indication that almost all the respondents are very much
satisfied with packaging as provision store uses good packaging materials and also they
pack well.
NO
8%
YES
92%
Analysis: The above table gives a clear picture that 88% of respondents rated affordable
and 12% of respondents rated cheap.
Interpretation: Most of the respondents rated that pricing in provision store is affordable
and cheap as provision store provide reduction in price on total purchase.
CHEAP EXORBITANT
EXPENSIVE 12% 0%
0%
AFFORDABLE
88%
Analysis: The data in the above table shows that 76% of respondents rated price deduction
on the total bill amount and 24% of respondents did not agree that price deductions were
given.
Interpretation: From the above analysis it is evident that most of the respondents rated as
provision store provide price deduction on total purchase. It is one of the reasons why the
respondents prefer to go the provision store.
NO
24%
YES
76%
Analysis: This table shows that 73% of respondents personally select, 24% of respondents
order by phone and 3% of respondents send order through someone.
OTHER
SEND ORDER
3%
THROUGH SOMEONE
24%
ORDER BY PHONE
ORDER BY MAIL
0
73%
PERSONALLY
SELECT
Analysis: The above table clear indicates that all the respondents rated as salesperson are
friendly and helpful
Interpretation: All the respondents rated the salesperson are friendly and helpful because
salesperson voluntarily come forward to help the customers and they provide clear
information about the product. These salespersons know the customer by name and their
requirements.
NO
0%
YES
100%
Analysis: It can be analyzed from the above table that all the respondents rated as
provision store delivers the product on time when ordered by phone.
Interpretation: From the above analysis it is interpreted from respondents that all
respondents rated as provision store delivers the product on time in right quantity and
quality when ordered by phone and it is because provision store provides excellent service.
120
100%
100
80
YES
60
NO
40
20
Analysis: The data in the above table shows that 60% of respondents rated salesperson,
28% of respondents rated catalogue and 12% of respondent rated any other method.
Interpretation: There is clear indication that the source of information in provision store
is provided through the salesperson is 60% who are friendly and helpful and other source
of information in provision store is provided through the catalogue of supermarket is only
28%.
50
SALESPERSON
40
28% CATALOGUE OF
30 PROVISION STORE
10
Analysis: The above collected data reveals that all the respondents preferred cash as the
mode of payment.
Interpretation: From the above analysis it is evident that all the respondents make
payment by cash as they feel more comfort and provision store allow the customer to make
delay payments.
DEBIT CARD
CHEQUE
CREDIT CARD
100%
CASH
Analysis: It can be analyzed from the above table that 4% of respondents rated excellent,
84% of respondents rated good and 12% of respondents rated average.
Interpretation: Most of respondents said that the mode of payment as good because
provision store accepts cash and most of respondents are housewives they fell more
comfort while making payment by cash.
POOR FAIR
0% 0%
AVERAGE
12% EXCELLENT
4%
GOOD
84%
Analysis: From the above table it can be analyzed that 60% of respondents said clean &
hygienic and 40% of respondents said lighting.
VENTILATION
40%
LIGHTING
EASY TO MOVE
AROUND
60%
Analysis: The above collected data reveals that 36% of respondents said good, 48% of
respondents said satisfactory and 16% of respondents said bad.
EXCELLENT
BAD 0%
16%
GOOD
36%
SATISFACTORY
48%
Analysis: The above table clearly indicates that 96% of respondents are satisfied and 4%
of respondents are extremely satisfied.
Interpretation: The survey indicates that most or almost all the customer are satisfied with
provision store and it is because of its quality and availability of wide range of products,
free home delivery, replacement on dissatisfied products, good packing facilities, price
reduction on total purchase salesperson are friendly and helpful, good services, etc.
NOT AT ALL
SATISFIED
0%
NOT SATISFIED
EXTREMELY
0%
SATISFIED
4%
SATISFIED
96%
Analysis: From the above table it is clear that 76% of respondents visit supermarket
regularly and 24% of respondents visit supermarket but not regularly.
Interpretation: As some of the respondents are housewives, they visit the supermarket
regularly. Few other respondents are professionals they finish their work at late night and
at that time many of the supermarket are closed as a result they visit the supermarket but
not regularly.
NO
24%
YES
76%
Analysis: From the above table 60% of respondents prefer Food world, 17% of
respondents prefer Monday to Sunday, 12% of respondents prefer Big bazaar and 8% of
respondents prefer other supermarket.
Interpretation: It is a clear indication that among all the supermarkets Food World is most
preferred by the respondents as it has more outlets compare to other supermarket.
OTHER
JANATH BAZAR
17%
MONDAY TO SUNDAY
3%
FAB MALL
12%
BIG BAZAR
60%
FOOD WORLD
Analysis: From the above table 40% of respondents purchase weekly, 44% of respondents
purchase monthly, 4% of respondents purchase once in two months and 12% of
respondents purchase occasionally.
Interpretation: From the analysis it is found that the respondents those who visit
supermarket regularly purchase weekly and monthly and those respondents who visit
supermarket but not regularly purchase once in 2 months and occasionally.
OCCASIONALL
ONCE IN Y
2
MONTHS12%
4%
MONTHLY
44%
WEEKLY
40%
Analysis: From the table 84% of respondents said that supermarket is near to residence
and 16% of respondents said that supermarket is not near to residence.
Interpretation: There is a clear indication that some of the supermarkets are near to the
respondents residence because of which some of the respondents purchase weekly.
NO
16%
YES
84%
Analysis: From the above table 92% of respondents are satisfied with the range of
products available in the supermarket and 8% of respondents are not satisfied with the
range of products available in the supermarket.
Interpretation: The survey indicates that a majority of the customers are satisfied with the
range of products available in the supermarket and it is because supermarket has wide
range of products and also in different quantities.
NO
8%
YES
92%
Analysis: The above data collected reveals that 64% of respondents do not purchase entire
grocery from supermarket and 36% of respondents purchases entire grocery from
supermarket.
Interpretation: From above analysis it is evident that the 64% of respondents do not
purchase entire grocery from supermarket and that it is because supermarket does not
provide price reduction on the items like rice, dhal etc which they usually buy in bulk
quantity.
Graph-7.1.6: Opinion on Total Purchase
YES
36%
NO
64%
Non-veg items 2 5%
Cereals 6 16%
Snacks 6 16%
Detergents 6 16%
Analysis: From the above table it is clear that 5% of respondents rated non-vegetarian,
16% of respondents rated cereals, snacks, detergents, 21% of respondents rated dry fruits
& fruits and 26% of respondents rated dairy products.
Interpretation: From the analysis it is found that some of respondents do not purchase
entire grocery from supermarket and these respondents purchase only above mentioned
items as supermarkets provide wide range of products.
DETERGENTS
26%
DAIRY PRODUCTS
21%
SNACKS
CEREALS
5%
NON-VEG ITEMS
Analysis: From the above table, it is clear that 60% of respondents said that supermarket
provide free home delivery and 40% of respondents said that supermarket does not provide
free home delivery.
Interpretation: It is found that some of respondents said that supermarket does not
provide free home delivery because some of supermarkets provide free home delivery if
the respondents purchase more than certain amount.
NO
40%
YES
60%
Analysis: The above table shows 80% respondents have a high opinion on satisfaction of
services and 20% of respondents do not have high opinion on satisfaction of services.
Interpretation: It is clear that most of the respondents are satisfied with services as the
supermarket delivers the grocery items on time and 20% of respondents are not satisfied
with services as the supermarket has failed to deliver the grocery items on time.
90
80%
80
70
60
50 YES
40 NO
30
20%
20
10
0
Analysis: The above collected data reveals that 68% of respondents rated good, 28% of
respondents rated satisfactory and 4% of respondents rated excellent on quality of
products.
Interpretation: Most of the respondents rated the quality of items like rice, wheat, sugar,
dhal is good because of wide range of products are available
BAD EXCELLENT
SATISFACTORY 0% 4%
28%
GOOD
68%
Analysis: The above table shows that 72% of respondents have not returned the products
and 28% of respondents have returned the products.
Interpretation: From the analysis it is found that most of the respondents have not
returned the products because supermarket provides perfect platform for comparison of a
same product from different company with a different brand name with complete
information, which could be required to compare the brands and take a best purchasing
decision.
YES
28%
NO
72%
Analysis: The data in the above table shows that all the respondents said that replacement
is given for returned products.
Interpretation: The survey indicates that among the respondents who has returned the
dissatisfied products all has been given replacement for the returned product.
120
100%
100
80
YES
60
NO
40
20
Analysis: The above data collected reveals that 43% of respondents have felt supermarket
will refund the money and 57% of respondents have felt supermarket will not refund the
money.
Interpretation: It is found that 57% of respondents are not happy with supermarket as
some of the supermarkets won’t refund the money and they force the respondent to
purchase some other products for that money.
57%
60
50 43%
40
YES
30
NO
20
10
Analysis: It can be analyzed from the table, that 96% of respondents have felt that
packaging is good and 4% of respondents has felt packaging is not good.
Interpretation: There is clear indication that almost all the respondents are very much
satisfied with packaging as supermarket uses good packaging materials and also they pack
well.
Graph-7.1.14: Opinion about Packaging
NO
4%
YES
96%
Analysis: The above table gives a clear picture that 84% of respondents rated affordable,
8% of respondents rated exorbitant and 8% of respondents rated expensive.
CHEAP
EXPENSIVE 0%
8%
EXORBITANT
8%
AFFORDABLE
84%
Analysis: The data in the above table shows that 72% of respondents did not agree that
price deduction was given and 28% of respondents rated price deduction is provided on the
total bill amount.
Interpretation: From the above analysis it is evident that most of the respondents have
felt that supermarket does not provide price deduction on total purchase and they charge
maximum retail price.
YES
28%
NO
72%
Analysis: This table shows that 74% of respondents personally select, 10% of respondents
order by mail, 13% of respondents order by phone and 3% of respondents send order
through someone.
OTHER METHOD
3%
ORDER BY PHONE
10%
ORDER BY MAIL
74%
PERSONALLY SELECT
Analysis: The above table clear indicates that 92% of respondents rated as salesperson are
friendly and helpful and 8% of respondents rated as salesperson are not friendly and
helpful.
Interpretation: Most of respondents rated the salespersons are friendly and helpful
because salespersons voluntarily come forward to help the customers and they provide
clear information about the product.
NO
8%
YES
92%
Analysis: It can be analyzed from the above table that 57% of respondents has rated as
supermarket delivers the product on time and 43% of respondents has rated supermarket
does not delivers the product on time.
Interpretation: From the above analysis it is interpreted from respondents that only few
respondents rated as supermarket delivers the product on time in right quantity and quality
when ordered by phone/mail and 43% of respondents rated as supermarkets delay in
delivering the product on time in right quantity and quality when ordered by phone/mail.
57%
60
50 43%
40
YES
30 NO
20
10
Analysis: The data in the above table shows that 76% of respondents rated salesperson,
20% of respondents rated catalogue of supermarket and 4% of respondent rated any other
method.
76%
80
70
60 SALESPERSON
50
CATALOGUE OF
40 SUPERMARKET
30
20% ANY OTHER
20 METHOD
10 4%
Analysis: From the above table it is clear that 69% of respondents rated cash and 31% of
respondents rated credit card.
Interpretation: From the analysis it is interpreted that most of respondents makes the
payment by cash as they feel more comfortable and only few respondents makes the
payment by credit card.
DEBIT CARD
CHEQUE
31%
CREDITCARD
69%
CASH
ANALYSIS: It can be analyzed from the above table that 8% of respondents rated
excellent, 80% of respondents rated good and 12% of respondents rated average.
Interpretation: Most of respondents said that the mode of payment as good because
supermarket accepts both cash and credit card.
POOR
0%
AVERAGE FAIR EXCELLENT
12% 0% 8%
GOOD
80%
Particulars No of Percentage
Respondents
Clean & hygienic 36 35%
Easy to move around 36 35%
Lighting 18 17%
Ventilation 14 13%
Analysis: From the above table it can be analyzed that 35% of respondents said the
supermarket is clean & hygienic, 35% of respondents said supermarket is easy to move
round, 17% of respondents said lighting and 13% of respondents said ventilation.
Interpretation: It is evident from the above analysis that the housekeeping of supermarket
is clean & hygienic and easy to move round because of its spacious space.
VENTILATION
17%
LIGHTING
35%
EASY TO MOVE
AROUND
35%
Analysis: The above collected data reveals that 8% of respondents said excellent, 40% of
respondents said good, 20% of respondents said satisfactory and 32% of respondents said
bad.
EXCELLENT
8%
BAD
32%
GOOD
40%
SATISFACTORY
20%
Analysis: The above table shows that 44% of respondents are satisfied with the offers and
56% of respondents are not satisfied with the offers in supermarket.
Interpretation: From the above analysis it is found that supermarkets do not provide
offers like free gifts, discount regularly.
YES
44%
NO
56%
Analysis: The above table clearly indicates that 92% of respondents are satisfied and 8%
of respondents are not satisfied.
Interpretation: The survey indicates that most of customer are satisfied with supermarket
and it is because of its quality, wide range of products available including own brands,
good parking facilities and 8% of customer are not satisfied with supermarket and it is
because of its poor parking facilities and no price reduction on total purchase.
EXTREMELY
NOT SATISFIED
AT ALL SATISFIED
0% 0%
NOT SATISFIED
8%
SATISFIED
92%
DATA
The following one-sample case shows the different response of customers (customer
satisfaction questionnaire) to a survey investigating whether the level of customer
satisfaction towards provision store is more or level of customer satisfaction towards
supermarket is more.
Null hypothesis Ho: The level of customer satisfaction towards provision store is not
more than supermarket.
Alternative hypothesis H1: The level of customer satisfaction towards provision store is
more than supermarket.
2
(Oi-Ei) 2
X =
Ei
Where,
Oi= observed counts in the ith cell.
Ei= expected counts in the ith cell.
Chi –square test is applied to the table of satisfaction on shopping in provision
store:
Since chi-square=7.82 is greater than critical value (k), Ho is rejected. Hence the
hypothesis H1,”The level of customer satisfaction towards provision store is more than
supermarket” is accepted.
CONCLUSION
The level of customer satisfaction towards provision store is more when compared to the
level of customer satisfaction towards supermarket.
PROVISION STORE:
Provision store must increase the range of products.
Customer demand free home delivery than what is currently available.
Provision store must encourage the customer to return the dissatisfied goods.
Customers demand refund of money on dissatisfied products.
Price reduction on total purchase is required by customer.
Provision store must motivate salesperson to act as source of information.
Catalogue of provision store is required by customer.
Ventilation and lighting of provision store can be improved.
Customer demand provision store to be much more clean and hygienic.
Customer need better parking facilities.
SUPERMARKET:
Customer demand free home delivery than what is currently available.
Pricing of the products can be improved.
Customer demand refund of money of dissatisfied goods.
Price reduction on total purchase is required by customer.
Customer demand better service from salesperson than what is currently available.
Catalogue of supermarket is required by customer.
Supermarket must be spacious enough to move around.
Ventilation and lighting of supermarket can be improved.
Customer need better parking facilities.
Supermarket is not successful in delivering on time as required by certain customer.
Customer need regularly offer like discounts, free gifts to add to their benefit.
Customer demand extended the duration of working hours.
Continuously motivate the customer to buy entire ration/grocery from supermarket.
Supermarket must encourage the customer to return the dissatisfied products.
Supermarket should encourage the salesperson to act as a source of information.
Location of supermarket can be improved.
The customers are satisfied with the range of products available in the provision
store.
The provision store provides free home delivery without enforcing any restrictions.
The respondents are satisfied with the services of provision store.
It is found through the data collected that quality of products in provision store is
satisfactory.
Most of respondents have been provided price reduction on total purchase.
The study shows that the salespersons are friendly and helpful to customers.
It is very clear that provision store delivers the product on time in right quantity and
quality.
Some of the respondents are not completely satisfied with parking facilities.
The respondents are completely satisfied with provision store.
IMPLICATIONS OF SUPERMARKET
The customers are satisfied with the range of products available in the supermarket.
The supermarket provides free home delivery but by enforcing certain conditions.
It is found through the data collected that quality of products in supermarket is
satisfactory.
Most of the respondents have felt that supermarket does not provide price reduction
on total purchase.
The study shows that the salespersons are friendly and helpful to customers.
It was found through the data collected that supermarkets delays in delivering the
product.
It was found through the data collected that supermarkets delay in delivering the
product.
The respondents are not completely satisfied with parking facilities.
Most of the respondents have rated that supermarket do not provide discounts or
offers regularly.
The study shows that few respondents are dissatisfied with supermarket.
Analysis was based on the assumption that all the respondents information is true.
Respondent provide data from their memory recall, there may only be rough
estimates.
Survey was restricted to hundred people because of the time constraint.
Survey was limited considering the widespread location of customers over
Jayanagar, B.D.A. and K.S. layout in Bangalore metropolitan.
The sample size is small hence arriving at a overall opinion of the provision stores
and supermarket is difficult
Study of Customer Satisfaction for Provision Store & Supermarkets Page 100
Suggestions & Conclusions
Study of Customer Satisfaction for Provision Store & Supermarkets Page 101
SUGGESTIONS AND CONCLUSION
Though the research work was completed successfully and many areas of service and
facilities lacking attention were identified and recommendations for improvement were
given, some limitations were associated with the research work, which restricted the
researcher to certain extent.
The sample size was restricted to hundred (i.e. fifty respondents purchase from provision
store and another fifty respondents purchase from supermarket). The same research can be
extended to the rest of the provision store and supermarket population. This research work
has been focused only on the mid-class segment; hence the research can be extended to all
the segments; that is to all the customers of provision store and supermarket.
It is necessary to know the effects of implementing changes in the provision store and
supermarket and to know customer satisfaction and customers’ response towards it. Hence
a study can be conducted to know the customer response. Since customer satisfaction
changes according to the changing market the research work can be conducted periodically
to know the changing market conditions.
Study of Customer Satisfaction for Provision Store & Supermarkets Page 102
Recommendations
Study of Customer Satisfaction for Provision Store & Supermarkets Page 103
RECOMMENDATIONS FOR PROVISION STORE
Introducing coupons or discounts or offers for regular customers to retain them and
to attract new customer.
Provision Stores should provide price deduction on total purchase or bulk purchase
to motivate the customer to buy entire ration or grocery from provision store.
Provision Stores should be spacious and easy to move around the store.
Provision store must increase the availability of various branded products as some
of the essential items might be over by the evening.
Hand out the catalogue of various availability of products and new products along
with the price.
Weigh the packaged items in front of the customer so that customers are much
more confirmed about the quantity.
Provision Stores should have more salesperson so that when provision store is very
busy customer need not wait for longer time.
Study of Customer Satisfaction for Provision Store & Supermarkets Page 104
RECOMMENDATIONS FOR SUPERMARKET
Supermarket may open seven days a week but does not have long hour facilities so
that Supermarket should extended the working hours from 7 a.m. to 11p.m.
International brands should be made available in Supermarket. Signage of the
Supermarket should be increased.
Supermarket must provide free home delivery without any restrictions to provide
better service.
Increase the price reduction on total purchase or bulk purchase to motivate the
customer to purchase entire ration or grocery from supermarket.
Some of the salespersons lack the skill to redo the wrong done while entering the
entries supermarket must train the salesperson especially who are in cash counter.
Supermarket should have more salesperson in assisting the customer and in cash
counter. Supermarket should charge less when compare to provision store.
Supermarket should have more cash counters. Special offers should be notified
through the e-mails. Improve on telephone booking and delivery. Supermarket
should play music.
Study of Customer Satisfaction for Provision Store & Supermarkets Page 105
Conclusion
Study of Customer Satisfaction for Provision Store & Supermarkets Page 106
CONCLUSION
The research shows that for one or the other reason the respondents go to provision store
because of a wide variety of products, price deduction on total purchase, free home
delivery, good packing, and excellent services from salesperson. If the provision store is
located around the locality, it also offers a convenient option of purchasing items that are
required immediately. The provision store is also open for long hours and sometimes on all
days. Provision stores offer a friendly personal service, customers are known to the retailer,
therefore allows small credit, self-service without making the customers wait for long.
The research shows that the respondents go to supermarket because of a wide range of
products including their own brands and good packing facilities. The research also shows
that some of the benefits supermarket lacks to provide to customer are restricted shopping
hours on holidays, requires immediate payment and are inconvenient to purchase a small
number of items.
From the research, it can also be concluded that it is very comfortable and convenient for
some respondents to purchase the products from provision store rather than from the
supermarket.
The aim of the research was to conduct a study to finding the problems or solutions and
identifies the key factors involved in achieving customer satisfaction, solutions and
guidelines to be followed to enhance customer satisfaction and recommend the same to the
provision store and the supermarket.
Study of Customer Satisfaction for Provision Store & Supermarkets Page 107
CONCLUSIONS FROM THE ANALYSIS OF PROVISION STORE
As per data, collected most of the respondents visit the provision store regularly.
It is evident that the most of the respondents make their purchases weekly and
monthly.
It is found through the data collected that most of respondents are making their
purchase from provision store past from 2 years and above.
The survey indicates that most of the customers are satisfied with the range of
products available in the provision store.
It is evident that the most of the respondents purchase entire grocery from provision
store.
From the study, it can be understood that the provision store provides free home
delivery without enforcing any restrictions.
It is found through the data collected that quality of products sold in provision store
is good.
As per the researcher, only few respondents have returned the dissatisfied products.
The study shows that the customers have been refunded the money of dissatisfied
products.
There is clear indication that almost all the respondents are very much satisfied
with packaging in the provision store.
Study of Customer Satisfaction for Provision Store & Supermarkets Page 108
It is found through the data collected that, 88% of respondents find pricing in
provision store affordable and 12% of respondents find pricing cheap.
As per the data collected, most of the respondents have been provided the benefit of
price deduction on total purchase.
The survey indicates that most of the respondents purchase in provision store by
personally selecting the products.
It is evident that the salespersons are friendly and helpful to the customers.
It is evident that provision store delivers the product on time and in right quantity
and quality.
A few respondents have also felt that provision store also need to be clean &
hygienic.
As per research, around 16% of respondents are not completely satisfied with
parking facilities.
The survey indicates that all the customer (i.e100% of customer) are satisfied with
provision store.
Study of Customer Satisfaction for Provision Store & Supermarkets Page 109
CONCLUSIONS FROM THE ANALYSIS OF SUPERMARKET
If not for few respondents, most of the respondents visit supermarket regularly.
It is a clear indication that among all the supermarkets, Food World is the most
preferred by the respondents.
It is evident that most of the respondents make their purchases weekly and
monthly.
There is a clear indication that some of the supermarkets are in the vicinity of the
respondents.
The survey indicates that most of the customers are satisfied with the range of
products available in the supermarket.
It is evident that expect few respondents most of the respondents do not purchase
entire grocery from supermarket.
A few respondents have mentioned that supermarket provide free home delivery on
certain condition.
As per research, only few respondents are satisfied with services as the supermarket
delivers the grocery items on time.
As per researcher only few respondents have returned the dissatisfied products.
It shows that the only few customers has been refunded the money of dissatisfied
products.
Most of the respondents are very much satisfied with packaging in supermarket.
Study of Customer Satisfaction for Provision Store & Supermarkets Page 110
It is found through the data collected that 84% of respondents said that pricing in
supermarket is affordable and 8% of respondents said pricing is exorbitant and
expensive.
It is evident from the study that some of the supermarkets do not provide any price
deductions on total purchase.
The survey indicates that most of the respondents make purchases in supermarket
by personally selecting the products.
It was found from the study that supermarkets delay in delivering the product.
It is evident from the data collected that the housekeeping of supermarket is clean
& hygienic and easy to move round.
As per research around 32% of respondents are not completely satisfied with
parking facilities.
More than 50% of respondents have rated that supermarket do not provide
discounts or offers regularly.
Study of Customer Satisfaction for Provision Store & Supermarkets Page 111