128125970-Project-On-Lifestyle (AutoRecovered)

AS STUDY ON CUSTOMER SATISFACTION TOWARDS LIFESTYLE
INTRODUCTION:
DEFINITION OF CUSTOMER
The father of our nation, Mahatma Gandhi’s famous statement is worth

recollection-
“A customer is the most important visitor on our premises .He is to

dependant on us ,we are dependant on him .He is not dependant on us, we
are dependant on him. He is not an outsider on our business. He is a part
of it .We are not doing a favor by serving him, he is doing us a favor by
giving us an opportunity to do so.”
According to Peter Drucker.
“The purpose of a business is to create customers.”
Implied in his words and his work, is the importance of keeping those
same customers and of growing the depth of their relationship with them.
Hence a customer is the most significant part of any business concern.

Without a customer, there is no purpose to a business. Hence there is a
direct relationship between number of customers to the profits of the
concern .Large number of customers bring larger profits.
BALDWIN METHODIST COLLEGE 1

RETAILING
A retailer is any business that sells products to consumers for personal

use. Restaurants, supermarkets, banks, mail-order catalogs are all retailers
.Retailing is the final link in the marketing channel bringing products and
services from the producers and providers to consumers Retailing is
important because it creates economic utility, it helps manufacturers
reach consumers, and it makes a significant contribution to the economy
Producers rely on retailers to offer the right products at the right place.
Retailing is in the midst of tremendous change today, making it

one of the most dynamic and challenging areas in marketing. The demand
for time saving services continues to grow, making services retailing one
of the hottest marketing trends from the 1990’s.
THE EVOLUTION OF RETAILING
The development of shopping malls can be traced back to 1850’s, when

the first Department store was opened in Paris starting the era of mass
consumption. Mass Production and consumption rationalized and
industrialized shopping .The development of department stores meant
major transforms in the landscape of cities. Commercial activities moved
from public streets to privately owned buildings. Department stores
changed the concept of shopping and liberated people to enjoy it.
Understanding the categories is very important because successful
strategies and tactics vary from one type or retailer to the next, and
knowing what kind of store is to be run is the first step in designing the
marketing programs.
DEFINITION OF SHOPPING MALL
A shopping center, shopping mall, or shopping plaza, is the modern

adaptation of the historical market place. The mall is a collection of
independent retail stores, services, and a parking area, which is
conceived, constructed and maintained by a separate management firm as
a unit. They may also contain restaurants, banks, professional offices,
services stations etc.
ADVANTAGES OF SHOPPING MALLS:
There are several reasons as to why one would prefer to shop in a

shopping mall rather than individual shops. Shopping malls are
advantageous in the following ways:
 One-stop-shop or convenience:
Brand proliferation, traffic congestion and busy lifestyles are trends that
make shopping malls offerings appealing to the consumer. These
shopping malls give the consumer better choices, as they are normally
multi-branded outlets.
 Ambience or experience:
With the increasing competition and restricted time limit, the customers
want to combine their shopping with entertainment. The shopping malls
have very attractive and relaxing ambience that serves both the purposes
to the customers.
 Price:
The shopping malls offer its customers value -added incentives such as a
pleasant shopping experience, etc at the same price that the small shops
offer.
 Service:
The shopping malls provide its customers with a lot of services such as
alterations, guarantees for certain products etc. The customers are also
offered various incentives such as membership cards on which the
customers get certain amount of points on every purchase and they could
redeem these points after a certain period.
INDIAN SCENARIO
The Indian consumer initially accepted everything that was offered to

them. But form the 90’s the trend changed and the market became more
consumer driven Consumers became more specific about what they
wanted and did not pick up anything and everything that was given to
them .In short, they became very choosy and needed alternatives to
choose from .These in turn made the Indian consumers more
knowledgeable about the products and facilities and have now become
tough critics, savvy purchasers, value driven spenders and practical
thinkers when it comes to shopping. The demand for their time at work
and home has made the consumers extremely selective about how they
would spend their limited time on shopping.
Due to the increasing demand of consumers for variety and convenience,

under one single roof and the concept of shopping malls started taking
shape in India. Though the concept of shopping malls came from the
west, when it was introduced in India, it was according to Indian tastes

and preferences. Shoppers’ stop was the 1st shopping mall to start in
India. It was promoted by Mr .K .Raheja, a prominent Mumbai- based
builder ,opened the 1st outlet in Andheri ,Mumbai in 1991.Initially it
undergo a fair share of growing pains ,but slowly it caught on and has
now been very well accepted by the masses.
In Bangalore ,the first shopping mall which was started was called Little
Woods International .Later it was taken over by the Tata Group and was
renamed ‘Westside’. The second shopping mall to have started in
Bangalore was Shoppers’ Stop and Lifestyle followed this trend. Though
Westside was the first of its king to start operating in Bangalore, it took
time to establish itself and be accepted by the masses. There are many
reasons that could justify this:
 Westside started a new trend in shopping and people were not used
to such kind of concept in shopping.
 There were a lot of false perceptions in the minds of the people
about shopping in these shopping malls.
Shoppers’ Stop was the 2nd shopping mall to start operating in Bangalore.
It had already established itself in Mumbai and Delhi before venturing
into Bangalore .It had good marketing strategy and was accepted by the
customers in a relatively short span of time.
Bombay Store is another shopping mall that started in the city. The
Mumbai based store, with two branches in Mumbai and Pune, is now
spreading its branches southwards.
RESEARCH DESIGN
2.1 TITLE OF THE STUDY
“AS STUDY ON CUSTOMER SATISFACTION

TOWARDS LIFESTYLE”
2.2 STATEMENT OF THE PROBLEM
The title of the project is “ as study on customer satisfaction

towards lifestyle” The aim of the organisation is to give good quality
products to the customers and maintaining good relation with them. The
quality of products at lifestyle is found good compare to other players. It
wants to increase its market share by retaining its loyal customers and
attracting new one.
The information generated by the study will help in making better

decisions. The study is confined in Bangalore city only. The study
attempts to determine the various factors and levels of satisfaction of the
customers.
Now days, new organisations are coming to the business line, so the
competitions among these companies tend to be more complicated. Hence
the necessity of information becomes more essential for the companies

decision-making to cope with the market changes.
To frame effective marketing strategies, lifestyle should have better

knowledge of the market environment, since the customer satisfaction
plays a vital role in the market.
2.3 OBJECTIVE OF THE STUDY
 To study the shopping habits of the consumers.
 To know the perception of the consumers towards shopping Malls.
 To study the reasons for preferring Lifestyle.
 To make suggestions based on the findings.
2.4 FIELD OF THE STUDY
This study has done in the city of Bangalore. The study has done at the
LIFE STYLE over a period of one month. The materials are collected
from the customers in the organisation on the request for it. The data is
collected from the customers in the form of questioner.
2.5 SCOPE OF THE STUDY
This study focuses on how and why customer make decisions on goods
and services. Consumer behavior and research goes for beyond the
decision consumer make about products they buy and their subsequent
evaluations of this products.
A customer dissatisfaction with their choice of any products may be due

to many reasons, such as poor quality too much of cost, which would
effect the influence of an existing customers towards potential consumers.
If the customer is not satisfied with the products and services, the
organisation cannot work properly. If the organisation cannot work
properly then the organisation will start to struggle for its survival.
To overcome the dissatisfaction the organisation has to conduct a study

focusing on the behavior of the consumers. If the customer is satisfied
with the products and services he or she will come again and again for
purchasing, which in turn increase the sales of the organisation and can
stay in the business for long time.
2.6 RESEARCH INSTRUMENTS
The study undertaken involves the collection of consumer opinion. This

calls for a systematic collection of consumer opinions or data which
makes the survey method. The most ideal for this reason study of market
was done by survey method.
All the studies need primary and secondary data.
So, sufficient amount of these two data was collected.
DATA COLLECTION
Primary data was the data collected for a specific purpose or for a specific
research projects. Primary data can be collected in fine ways, observation
focus groups, surveys, behavioral data and experiments.
The primary data was collected through field survey using a
questionnaire. A questionnaire consists of a set of questions based on the
needed information, presented to respondents for their answers. The
answers collected in the orderly manner will form the primary data.
Research usually, their investigations is done by examining secondary
data to see whether their problems can be partly or wholly solved without
collecting costly data. Secondary data are data that were collected for
another purpose and already exist somewhere.
The help of literature survey, journals and periodicals, newspapers etc

were taken to collect data regarding the topic.
SAMPLING
Sampling draws an inference about population. The values obtain from

the study of samples or collected parameters.
METHODS OF SAMPLING
The various methods of sampling design can be grouped as under:
1. Random sampling method
2. Non random sampling methods
SAMPLE SIZE
A sample of 100 respondents was taken as sample respondents for the

purpose of study. The respondents were selected at random.
SAMPLING TECHNIQUE ADOPTED
Convient Random Sampling.
SOURCE OF DATA
Collection of facts and figures about a phenomenon is one of the most

important steps for any study whether it is related to business,
management economic or natural sciences. Collection of data refers to
systematic recording of results either by counting or by enumeration. The
entire structure of statistical analysis for any enquiry is based on
systematic collection of data. Broadly speaking there are two types of

data.
 Primary Data
 Secondary Data
Secondary data consist of information that already consists; some were

having been collected for another product.
PRIMARY DATA
A mix of questionnaire and direct interview method was used as a tool for
gathered primary data.
 Direct personal interview

 Indirect personal interview
 Mailed questionnaire method
ADVANTAGES OF PRIMARY DATA
 Provides highly accurate and reliable data.

 It makes available to investigators supplementary information,
which helps in the interpretation of results.
SECONDARY DATA
Secondary Data is form of compilation of existing or already published

data. The collection of Secondary Data the money and time is relatively
less cost. Keeping in mind purpose for which it is collected where as
Secondary Data May or may not suit the purpose usually collects primary
Data.
2.7 LIMITATIONS
a) Time: The period of time available for completing this project

forced me to limit my area of study. Because of this, I was not able
to take a sample size that would have added more value to the
conclusions drawn by me.
b) Conveyance: Due to absence of customers, I was not able to cover

a wide area for the collection of data.
Some of the people whom I met did not co-operate.
c) Language: The inability to speak the local language was the biggest
problem that I had to cope with during the course of this project.
 Some responsible show unwillingness to fill the

questionnaires
 Some respondent gave two prefer hence instead of

taking one option. Therefore the time of analysis, the actual
results were affected.
2.8 CHAPTER SCHEME
CHAPTER 1: INTRODUCTION.
It includes a brief note on customer satisfaction towards life style.
CHAPTER 2: RESEARCH DESIGN
In this chapter it consist of the following,

Title of the study, Statement of problem, Objectives of the study, Field of
the study, Scope of study, Research instruments, Sample design, Sample
size, Sampling technique adopted, Limitations.
CHAPTER 3: PROFILE.
It gives a brief note on the life style, various types of products and
assistance and its new expansion programs with a detail note on its
functions.
CHAPTER 4: DATA ANALYSIS & INTERPRETATION.
This chapter consists of the data to be analyzed. Each data has been
analyzed according to its importance. The analysis will be interpreted in
graphs
CHAPTER 5: SUMMARY OF FINDING, CONCLUSION
It deals with specific summary of findings and conclusions to objectives

of the project work.
CHAPTER 6: RECOMMENDATIONS AND SUGGESTIONS:
In this chapter, my recommendations and suggestions to the company are

found.
CHAPTER 7: APPENDICES AND ANNEXURES
Here, the copy of the questionnaire and other useful material collected
from the company are annexed.
CHAPTER 8: BIBLOGRAPHY
This shows the references and the other material which is used for
completing this project.
COMPANY PROFILE
3.1 INTRODUCTION TO COMPANY:
Lifestyle International (P) Limited was incorporated in India in 1988 by

the Landmark Group , Dubai .The Landmark Group started about 25
years ago with a single Lifestyle store and over the years has expanded to
170 stores They have a strong presence in the Gulf ,Middle East and
Cyprus ,and have already made a mark for themselves in India .The first
of their stores in India opened in Chennai in 1998,followed by one in
Hyderabad from July 2001.Lifestyle in India has already invested Rs.40
crore and plans an additional investment of Rs.100 crore in the next two
years by setting up two more stores.
They are expecting a turnover of rupees 12 to 13 lakh a day, which adds

up to rupees 43 to 45 crore a year .They expect 50-60 % of their shoppers
to fall in the category of the people with high disposable incomes with an
attitude to shop at a drop of a hat.
In Bangalore it offers a shopping experience on a massive 42,000 square

feet floor space ,spread over two floors at the Richmond-Victoria road
junction. It comes with the promise of a trendy young Lifestyle store for
those who desire to live well, while offering exceptional value for money.
The main reason why they opened their outlet in Bangalore was because,
it is a cosmopolitan city, with its high disposable incomes, good presence

of multinational brands, effective reach of media and improved lifestyles.
India’s total retail market is estimated at Rs. 9,300 billion of which
organised retailing is at Rs. 300 billion and it is expected to grow at a
compounded rate of 30% over the next 5 years. The figures are indicative
of the tremendous growth and buoyancy there is in the Indian retail
sector. This in turn has enhanced the scope and value of the industry and
made it a very attractive one for prospective employees.
The retail industry in India is currently estimated to employ nearly 15%

of educated Indian adults with the potential to employ over 2 million in
the next 4-5 years. The sudden spurt in the Indian retail sector has
provided a major boost to career prospects and opportunities in this
promising industry.
The interesting trend is that jobs are opening up across the entry as well
as senior levels. Jobs are also opening up across functions from front
sales to store management to retail management, visual merchandising,
supply chain distribution, warehouse management and design.
Come and explore a host of exciting career opportunities at Lifestyle, a

leading retailer in India-
The Lifestyle Store in Bangalore as elsewhere is India brings together

five Concept stores under one roof, thereby offering a convenient one-
stop shop for customers.
The five concept stores are :
Baby shop
An extensive collection of children’s wear toys, infant basics and nursery
furniture.
Splash
Formal, casual, western and Indian fashion garments for men and women.
Shoe mart: bring together the biggest collection for shoes in the city for
men, women and children.
Shoe mart
Bring together the biggest collection for shoes in the city for men, women
and children. The latest models, elegant designs, an enticing range -
Lifestyle's Footwear section houses an extensive variety of brands to
choose from.
Rooted in the belief that 'feet have feeling', our range of footwear is in
step with what's happening in the fashion capitals of the world. Apt for
making a fashion statement, the collection in this section will sweep
anybody off his or her feet. Equally alluring is Lifestyle's fine selection of
travel accessories. Housing a diverse range of stylish hand bags and
classy luggage, this section of Lifestyle is a dream come true for the
modern, trendy traveller.
Home center
With a collection of household products and accessories like linen and
furnishings, glassware, crockery, cutlery and furniture.
Home Centre by Lifestyle is a one-stop destination for furniture, home

ware and home furnishings that epitomises elegance, luxury and
individuality. Home Centre houses a wide range of contemporary and
classic furniture, linen as well as other home accessories, thus providing
customers affordable complete home solutions.
Home Sweet Home is a truism proven true by Lifestyle’s Home section.

Accommodated with end-to-end solutions in home ware, gifts, furniture
and furnishings from across the world, our Home range includes
everything you'll need to furnish your dream home. Step inside and
discover a whole new world of lamps, carpets, curtains, rugs, table linen,
bed linen, glassware, crockery, cutlery, cookware, furniture and even
artificial plants, trees and flowers.
Lifestyle
With beauty and health products like perfumes and cosmetics, fashion
accessories and gifts. An alluring combination of romance, endurance and
infinite beauty, this section is more about feeling beautiful than looking
beautiful. The selection of natural, aromatherapy and bath products in a
range of colours and fragrances is unique and very exotic.
Besides stocking well established Indian and international brands, the
Lifestyle store also stocks its own in-house labels in each Concept store.
Besides Lifestyle has a tie-up with Music World to manage and operate
Music department within the store.
For shoppers looking for a quick break during shopping, Lifestyle offers a
range of exotic coffees and snacks through Qwicky’s Coffee Island.
“We are able to leverage our experience in the industry and our extensive
network to source some exclusive imported merchandise and offer it to
our consumers at prices that are competitive,” says Mr. V. Murlidharan,
Vice President, Operations, Lifestyle (India).Glassware from Spain,
crockery from U.K and SriLanka., teen-fashions from China and
Thailand,are some of the international products that are available at the
Lifestyle store in Bangalore. Adding to the entire retail experience, is the
ambient lighting and modular fittings sourced from all over the world and
designed by the Landmark Groups’ in-house architects based in
Dubai.The store already has most things going for it .Both Chennai and
Hyderabad have received the store very well. It is already popular among
the traveling professionals both in India and abroad .So eventually….It’s
the choice of a lifestyle now for the city’s shoppers !!!!
3.2 OUR MISSION:-
Carefully listen. Constantly adapt. Always deliver.

The mission statement of the organisation is to develop as an organisation
which sells the best products at the best price. The mission statement is
an enduring statement of purpose that distinguishes one business from
another similar firm. A mission statement identifies the scope of a firm’s
operations in product and market terms. The main advantage of the
organisation is to sell the best products at the best price.
3.3 OUR VISSION:-
To become the leading retail group in the Middle East and India,
maintaining our constant growth through our core, value and international
brand business.
The vision statement of an organisation is statement of its future that is,
where the organisation needs to be headed. It presents the values,
philosophies and aspirations that guide organisational action. The vision
statement of the organisation is to go internationally and merge with
another international organisation which operates in the same line so that
the company can access the international market with less risk. This will
give a huge profit to the company as the company is facing huge risks in
the international market.
3.4 CORE VALUE
Customer satisfaction
The main aim of our business is to satisfy our customers. The customers
will get the best products at the best price that’s we guarantee. As the
customer gets satisfied he/she will come again and again for purchasing.
Customers are the king without customers no business can live, so it’s the
duty of every business man to satisfy the customer to stay in the business.
Target customer
A customer was someone who frequented a particular shop, who made it

a habit to purchase goods of the sort the shop sold their rather than
elsewhere, and with whom the shopkeeper had to maintain a relationship
to keep his or her "custom," meaning expected purchases in the future.
The slogans "the customer is king" or "the customer is god" or "the
customer is always right". The target customers for our business are the
people who have an average income. Those people can save that money
and can use in some other purpose.
DATA ANALYSIS AND INTERPRETATIONS
Table No.1:- Showing rating for the ‘Arrangement of

products’
Factors No of Respondents Percentage
Very good 48 48%
Good 31 31%
Average 18 18%
Poor 3 3%
Total 100 100%
Analysis
The above table clearly states that 48% of the respondents rated that the
arrangement of products in the store is very good ,while 31% rated that it
is good,18% of the respondents rated that the arrangement is average and
3% feel that it is poor.
Graph No.1:- Showing rating for the ‘Arrangement of

products’
Inference
It can be inferred that the majority of the customers of ‘LIFESTYLE’

show good arrangement of product.
Table No.2:- Showing the importance of Brand Name while

shopping
Low 27 27%
High 40 40%
Moderate 13 13%
Average 20 20%
Total 100 100%
Analysis
The above table clearly shows that 27% of the respondents rated that
brand name while shopping is low, 40% rated that it is highly important,
13% rated that it is moderately important, 20% rated that it is average.
Graph No.2:- Showing the importance of Brand Name while

shopping
Inference
It can be inferred that the majority of the customers of ‘LIFESTYLE’
rated brand name is high.
Table No.3:- Showing, whether the customers are satisfied

with the services provided by the LIFESTYLE
Yes 95 95%
No 5 5%
Total 100 100%
Analysis
The above table clearly shows that 95% of the customers are satisfied
with the services provided by the LIFESTYLE. The remaining 5% are not
satisfied with the services provided.
Graph No.3:- Showing whether the customers are satisfied

with the services provided by the LIFESTYLE
Inference
From the above graph, it is inferred that the majority of the respondents
are satisfied with the service provide by the LIFESTYLE.
Table No.4:- Showing the response of the customers

whether they feel good ambience prevail, while entering the
LIFESTYLE.
Yes 88 88%
No 12 12%
Total 100 100%
Analysis
The above table clearly shows that 88% of the customers rated ambience
while entering the LIFESTYLE. Remaining 12% rated no to the
ambience of LIFESTYLE.
Graph No.4:- Showing the response of the customers whether

they feel good ambience prevail, while entering the
LIFESTYLE.
Inference
Graph shows majority of the respondents of LIFESTYLE feel good
ambience prevail, while entering the LIFESTYLE.
Table No.5:- Showing the response of the customers whether

they are satisfied with the ‘Parking facility’
Yes 80 80%
No 20 20%
Total 100 100%
Analysis
The above table clearly shows that 80% of the customers are satisfied
with the parking facility in the LIFESTYLE. The remaining 20% are not
satisfied with the parking facility.
Graph No.5:- Showing the response of the customers

whether they are satisfied with the ‘Parking facility’
Inference
From the above graph, it is inferred that the majority of the respondents
are satisfied with the parking facility providing by the LIFESTYLE.
Table No.6:- Showing the Response for ‘Discount offer’

while shopping
Excellent 52 52%
Good 29 29%
Average 13 13%
Poor 6 6%
Total 100 100%
Analysis
The above table clearly states that 52% of the customers of
‘LIFESTYLE’ find Excellent Discount offer, 29% find good Discount
offer, 13% find Average Discount offer, while 6% find Poor Discount
offer.
Graph No.6:- Showing the Response for ‘Discount offer’

while shopping
Inference
From the above graph, it is inferred that the majority of respondents feel
that discounts offered is Excellent.
Table No.7:- Showing the importance of ‘quality’ of

LIFESTYLE products.

Very good 71 71%
Good 26 26%
Average 3 3%
Poor 0 0%
Total 100 100%
Analysis
The above table clearly states that 71% of the respondents feel that
quality plays a very good role while shopping for a product, 26% feel that
it is good,3% feel it as average.
Graph No.7:- Showing the importance of ‘quality’ of

LIFESTYLE products.
Inference
This implies that the majority of the customers of ‘LIFESTYLE’ rated
quality of products is very good.
Table No.8:- Showing whether the customer get the proper

information from ‘Reception counter’ in LIFESTYLE.
Factors No of Respondents percentage
Yes 97 97%
No 3 3%
Total 100 100%
Analysis
The above table clearly states that 97% of the customers in

‘LIFESTYLE’ get proper information from the reception counter, 3% of
the customers in ‘LIFESTYLE’ didn’t get proper information from the
reception counter.
Graph No.8:- Showing whether the customer get the proper

information from ‘Reception counter’ in LIFESTYLE.
Inference
From the above graph, it is inferred that the majority of respondents are
getting proper information from reception counter.
Table No.9:- Showing the rating for ‘price’ while shopping.
Very expensive 16 16%

Expensive 39 39%
Affordable 35 35%
Less expensive 10 10%
Total 100 100%
Analysis
The above table clearly states that 16% of the customers in ‘LIFESTYLE’
find Very expensive, 39% find it to be Expensive, 35% find it to be
Affordable, while 10% find it to be Less expensive.
Graph No.9:- Showing the rating for ‘price’ while shopping.
Inference

price level to be expensive.
Table No.10:- Showing the first impression when the

customer enter in to LIFESTYLE.
Amazed 53 53%
Satisfied 24 24%
Dull 11 11%
Nothing Special 12 12%
Total 100 100%
Analysis
The 53% of the customers of ‘LIFESTYLE’ are Amazed while entering

in to LIFESTYLE. 24% of customers feel satisfied while entering to
LIFESTYLE. 11% of customers feel a dull effect while entering in to
LIFESTYLE. 12% of customers does not feel anything while entering in
to LIFESTYLE.
Graph No.10:- Showing the first impression when the

customer enter in to LIFESTYLE.
Inference
This implies that the majority of the respondents are amazed with
LIFESTYLE.
Table No.11:- Showing the satisfaction level towards the

products in LIFESTYLE

Highly Satisfied 70 70%
Satisfied 20 20%
Dissatisfied 10 10%
Total 100 100%
Analysis
The above table clearly shows that 70% of the respondents are highly
satisfied with the products in LIFESTYLE. 20% of the respondents are
satisfied with the products in LIFESTYLE. 10% of the respondents are
dissatisfied with the products in LIFESTYLE.
Graph No.11:- Showing the satisfaction level towards the

products in LIFESTYLE.
Inference
This implies that the majority of the customers satisfaction level towards
products in LIFESTYLE are highly satisfied.
Table No.12:- Showing whether the employees at

LIFESTYLE require training.
Yes 63 63%
No 37 37%
Total 100 100%
Analysis
The above table clearly states that 63% of the respondents find the
employees at LIFESTYLE don’t require training. 37% of the respondents
find the employees at LIFESTYLE require training.
Graph No.12:- Showing whether the employees at

LIFESTYLE require training.
Inference
It can be inferred that the majority of the customers of LIFESTYLE rated

that the employees require training.
Table No.13:- Showing the factors that have to be improved

by the employees in the LIFESTYLE.
Communication 36 36%
Attitude 34 34%
Interpersonal relation 30 30%
Total 100 100%
Analysis
The above table clearly states that 36% of the respondents find
Communication to be improved, 34% of the respondents find Attitude of
the employees to be improved, and 30% of the respondents find
Interpersonal relation to be improved.
Graph No.13:- Showing the factors that have to be improved

by the employees in the LIFESTYLE.
Inference
This implies that the majority of the employees need training to improve
communication skills.
Table No.14:- Showing the rating for the security level in

LIFESTYLE.
Excellent 50 50%
Good 32 32%
Average 13 13%
Poor 5 5%
Total 100 100%
Analysis
The above table clearly indicates that 50% of the respondents rated as
excellent. 32% of the respondents rated as good. 13% of the respondents
rated as average. 5% of the respondents rated as poor.
Graph No.14:- Showing the rating for the security level in

LIFESTYLE.
Inference
rated for excellent security.
Table No.15:- Showing whether the salesmen help you to

select the product.
Yes 72 72%
No 28 28%
Total 100 100%
Analysis
The above table clearly states that 72% of the respondents state that the
salesmen helped them to select the product and 28% of the respondents
state that the salesmen was not helpful for them to select the products.
Graph No.15:- Showing whether the salesmen help you to

select the product.
Inference
This implies that the majority of the respondents state that the
Salesmen helped them to select the product
Table No.16:- Showing whether the customers come across

LIFESTYLE advertisement.
Yes 63 63%
No 37 37%
Total 100 100%
Analysis
The above table clearly states that 63% of the respondents came across
with LIFESTYLE advertisement. 37% of the respondents did not come
across with LIFESTYLE advertisement.
Graph No.16:- Showing whether the customer come across

Inference
This implies that the majority of the respondents come across with
Table No.17:- Showing rating for the collection of products

in LIFESTYLE.
Very good 46 46%
Good 42 42%
Average 12 12%
Poor - -
Total 100 100%
Analysis
The above table shows 46% of the respondents rated it as very good, 42%
of the respondents rated it as good, 12% of the respondents rated it as
average.
Graph No.17:- Showing rating for the collection of products

in LIFESTYLE.
Inference

collection of products is very good.
Table No.18:- Showing the whether the customer gets the

refund for the damaged products.
Yes 94 94%
No 6 6%
Total 100 100%
Analysis
The above table shows that 94% of the respondents get the refund for the
damaged products. 6% of the respondents did not get refund for the
damaged products.
Graph No.18:- Showing the whether the customer gets the

refund for the damaged products.
Inference
This implies that majority of the respondents gets the refund for the
damaged products.
Table No.19:- Showing whether the customer gets the

replace for the damaged products.
Yes 97 97%
No 3 3%
Total 100 100%
Analysis
The above table shows that 97% of the respondents gets the replacement
for the damaged products. 3% of the respondents didn’t get replacement
for the damaged products.
Graph No.19:- Showing whether the customer gets the

replace for the damaged products.
Inference
This implies that majority of the respondents gets the replace

for the damaged products.
Table No.20:- Showing how likely you to recommend

LIFESTYLE to their friends & relatives.
Yes 75 75%
No 25 25%
Total 100 100%
Analysis
The above table shows that 75% of the respondents are likely to
recommend lifestyle to their friends or relatives. 25% of the respondents
are not likely to recommend lifestyle to their friends and relatives.
Graph No.20:- Showing how likely you to recommend

LIFESTYLE to their friends & relatives.
Inference
This implies that majority of the respondents are likely to recommend

lifestyle to their friends and relatives
Table No.21:- Showing how often the customer visit

LIFESTYLE.
Frequently 74 74%
Occasionally 20 20%
Rarely 6 6%
Total 100 100%
Analysis
The above table shows that 74% of the respondents state that they visit
LIFESTYLE Frequently, 20 of the respondents visit LIFESTYKE
Occasionally, 6% of the respondents visit LIFESTYLE Rarely.
Graph No.21:- Showing how often the customer visit

LIFESTYLE.
Inference
This implies that majority of the respondents state that they visit
LIFESTYLE frequently.
Table No.22:- Showing whether the customer is satisfied

with the packing facility in LIFESTYLE.
Yes 84 84%
No 16 16%
Total 100 100%
Analysis
The above table shows that 84% of the respondents are satisfied with the
packing facility in LIFESTYLE. 16% of the respondents are not satisfied
Graph No.22:- Showing whether the customer is satisfied

Inference
This implies that majority of the respondents are satisfied with the
packing facility in LIFESTYLE.
Table No.23:- Showing the rating for the Interior design.
Very good 46 46%
Good 42 42%
Average 10 10%
Poor 2 2%
Total 100 100%
Analysis
The above table shows that 46% of the respondents rated the interior
design as very good. 42% of the respondents rated the interior design as
good. 10% of the respondents rated the interior design as average. 2% of
the respondents rated the interior design as poor.
Graph No.23:- Showing the rating for the Interior design.
Inference
This implies that majority of the respondents are rated as very good.
Table No.24:- Showing whether the customer finds lifestyle

clean and hygienic.
Yes 84 84%
No 16 16%
Total 100 100%
Analysis
The above table shows that 84% of the respondents find that lifestyle is
clean and hygienic. 16% of the respondents find that lifestyle is unclean
and unhygienic.
Graph No.24:- Showing whether the customer finds lifestyle

clean and hygienic.
Inference
stated that the LIFESTYLE is clean and hygienic.
Table No.25:- Showing rating for the collection of brands in

LIFESTYLE.
Very good 63 63%
Good 21 21%
Average 10 10%
Poor 6 6%
Total 100 100%
Analysis
The above table shows 63% of the respondents rate it as very good, 21%
of the respondents rate it as good, 10% of the respondents rate it as
average 2% of the respondents rated the collection of brands as poor.
Graph No.25:- Showing rating for the collection of brands in

LIFESTYLE.
Inference

collection of brands is very good.
SUMMARY OF FINDINGS AND CONCLUSION
5.1 SUMMARY OF FINDINGS
1. PROFILE OF RESPONDENTS:
The customers of “LIFESTYLE” are young women, mostly married

and the majority of them belong to the category of ‘home-makers’.
Although a majority of the customers also belong to the ‘student’
category.
2. ATTITUDE AND PERCEPTIONS OF

RESPONDENTS TOWARDS THE MALL:
Though “LIFESTYLE” has received a positive response from its

customers, there are certain areas where there is scope for
improvement .The parking facility gets a little scarce especially during
the season of discounts and sale .The changing rooms also seem to be
in shortage during the sale season .These two aspects have to be taken
into consideration where discounts or sale are concerned, especially as
“LIFESTYLE” is the most popular among this category of malls .The
standard of the beverages offered at “Quicky’s” ,a coffee bar can be
bettered. The cresh with baby-sitters, is of great help to the young
mothers who come shopping .The ambience is very much liked by the
customers .The varieties offered under one roof has made it very
convenient for the customers to do ‘1 stop shop’. The customers also

feel the necessity for wash rooms to be provided amply .Seating
arrangements outside the changing rooms would be of great

convenience to the customers in wait.
3. ATTITUDE OF THE CUSTOMERS TOWARDS THE

OFFERS OF THE MALL:
The analysis proves that offers like Discounts does affect the buying
behavior .However ,the customers feel strongly about the employee
services provided during the sale season due to the rush .They also
feel that the arrangement of products during sales should be bettered
for higher convenience. The membership card for the Gold-Circle has
also enhanced the morale of the member consumers as they enter the
mall.
4. AFTER SALE SERVICES:

After sale services like Exchanges and compensation for faulty
,defective products are rated as good by the malls’ customers.
5. PACKAGE AND PRESENTATION:

The packages of products before sale are attractive. The carry bags
provided could be brighter to attract attention, adding higher prestige
to its holders. Presentations of the products are on par with its
competitors.
6. ARRANGEMENT OF PRODUCTS WITHIN THE

MALL:
Practically speaking, any Mall should look into the convenience and
accessibility to products, apart from looking into the appearance
aspect of the mall, while designing its layout .LIFESTYLE, according
to its customers has looked into this aspect with great care ,as its
customers feel that it’s a great experience to shop at the mall. The
sections have been very thoughtfully placed to suite the needs of the
customers while shopping.
5.2 CONCLUSION
In the duration of one month that was spent in LIFESTYLE, It was a

great experience to see how an organisation tries to satisfy its
customers. LIFESTYLE managed to satisfy its customers by
providing quality products at best price. Customer is the king in the
market to satisfy a customer is the most difficult task in the business,
if the businesses don’t have the customers, it will start struggling for
its survival. LIFESTYLE has gained its trust among the valuable
customers by providing quality products at best price. This project
helped the LIFESTYLE to understand how well its customers are
satisfied with the products. With the help of the project the
LIFESTYLE came to know that the most of the customers are
satisfied remaining customers are not satisfied because of their
differed taste, low purchasing power etc.
SUGGESTIONS
 In the fast changing world, where technology is making rapid

strides it is imperative that the firm makes the best possible use of
the same. One such way would be to help the consumers to create a
virtual model of themselves, which would assist in picking clothes
and accessories that match and look good on them and also the
exact place where it is kept in the store. It could also act as the
database of their previous purchases.
 The firm should add a little more variety to the kind of products
sold by expanding their already existing line of products.
 Arrangement of goods in the manner that is beneficial and within

the reach of consumers.
 The most effective medium of advertising would be the

newspapers that would reach a large number of people and have a
higher circulation when compared to magazines. This reaches
people within the immediate surroundings.
 The store should be a little more organized during the ‘sale’ season,
regarding the discount one each kind of product etc.
 Employees need to be motivated and more attention is needed to be

given for their training.
As study on Customer satisfaction towards LIFESTYLE.
QUESTIONNER
I Shameej k, student of BBM final semester from Baldwin Methodist

College. As part of my academic curriculum, I am conducting a study on
customer satisfaction towards LIFESTYLE. I assure you that all
information provided you will be kept confidential and shall be used for
academic purpose only.
Personal information:-
Name :
Age :
Gender : Male ( ) Female ( )
Marital status : Single ( ) Married ( )
Occupation :
1. How would you rate the Arrangements of products in LIFESTYLE.

Very good ( ) Good ( )
Average ( ) Poor ( )
2. How important is the brand name to you?

Low ( ) High ()
Moderate ( ) Average ()
3. Are you satisfied with the service provided by the LIFESTYLE?

Yes ( ) No ( )
4. Did you feel good with the Ambience while entering to LIFESTYLE?
Yes ( ) No ( )
5. Did you get the parking facility?

Yes ( ) No ( )
6. How attractive are the Discount offer?

Excellent ( ) Good ( )
Average ( ) Poor ()
7. What is your opinion on quality of LIFESTYLE product?

Very good ( ) Good ()
Average () Poor ()
8. Did you get the proper information from the Reception?

Yes ( ) No ()
9. How would you rate the price of product?

Very expensive ( ) Expensive ()
Affordable ( ) Less expensive ( )
10. What was your first impression when you come to LIFESTYLE?
Amazed ( ) Satisfied ()
Dull ( ) Nothing special ( )
11. Do you think the customer care of LIFESTYLE is good i.e, how
satisfied are you:
Highly satisfied ( ) Satisfied ( ) Neutral ( )
Not so satisfied ( ) Dissatisfied ( )
12. Do you think the employees at LIFESTYLE require training :

Yes ( ) No ( )
13. If 'yes' then in which field:

Communication ( ) Attitude ( ) Interpersonal relation ( )
14. How would you rate the security level in LIFESTYLE?

Excellent ( ) Good ( )
15. Did the salesmen help you to select the product?

Yes ( ) No ( )
16. Have you come across LIFESTYLE advertisement?

Yes ( ) No ( )
17. How do you rate the collection of products in LIFESTYLE :

18. Did you get the refund for the damaged product?
Yes ( ) No ( )
19. Did you get replace for the damaged products?

Yes ( ) No ( )
20. How likely are you to recommend LIFESTYLE to your friends or

family:
Yes ( ) No ( )
21. How often are you visiting LIFESTYLE:

One month ( ) 3-6 months ( )
6-12 months ( ) one year ( )
22. Are you satisfied with the packing in LIFESTYLE?

Yes ( ) No ( )
23. How do you rate interior design of LIFESTYLE?

24. Did you find LIFESTYLE clean & hygiene?

Yes ( ) No ( )
25. How do you rate the collection of brands in LIFESTYLE?

26. Your suggestion for further improvement of customer satisfaction in

LIFESTYLE.
BIBLIOGRAPHY
BOOKS
MARKETING MANAGEMENT PHILIP KOTLER
Business world
Newspapers
• Economic times
• Business standard
• Deccan herald
Web
Google.com
Answer.com
Yahoo.com

128125970-Project-On-Lifestyle (AutoRecovered)

Caricato da

Informazioni sul documento

Titolo originale

Copyright

Formati disponibili

Condividi questo documento

Condividi o incorpora il documento

Opzioni di condivisione

Hai trovato utile questo documento?

Questo contenuto è inappropriato?

Copyright:

Formati disponibili

128125970-Project-On-Lifestyle (AutoRecovered)

Caricato da

Copyright:

Formati disponibili

AS STUDY ON CUSTOMER SATISFACTION TOWARDS LIFESTYLE

The father of our nation, Mahatma Gandhi’s famous statement is worth

“A customer is the most important visitor on our premises .He is to

According to Peter Drucker.

“The purpose of a business is to create customers.”

Hence a customer is the most significant part of any business concern.

BALDWIN METHODIST COLLEGE 1

A retailer is any business that sells products to consumers for personal

Retailing is in the midst of tremendous change today, making it

THE EVOLUTION OF RETAILING

The development of shopping malls can be traced back to 1850’s, when

DEFINITION OF SHOPPING MALL

A shopping center, shopping mall, or shopping plaza, is the modern

ADVANTAGES OF SHOPPING MALLS:

There are several reasons as to why one would prefer to shop in a

The Indian consumer initially accepted everything that was offered to

Due to the increasing demand of consumers for variety and convenience,

west, when it was introduced in India, it was according to Indian tastes

2.1 TITLE OF THE STUDY

“AS STUDY ON CUSTOMER SATISFACTION

2.2 STATEMENT OF THE PROBLEM

The title of the project is “ as study on customer satisfaction

The information generated by the study will help in making better

the necessity of information becomes more essential for the companies

To frame effective marketing strategies, lifestyle should have better

2.3 OBJECTIVE OF THE STUDY

 To study the shopping habits of the consumers.

 To know the perception of the consumers towards shopping Malls.

 To study the reasons for preferring Lifestyle.

 To make suggestions based on the findings.

2.4 FIELD OF THE STUDY

2.5 SCOPE OF THE STUDY

A customer dissatisfaction with their choice of any products may be due

To overcome the dissatisfaction the organisation has to conduct a study

2.6 RESEARCH INSTRUMENTS

The study undertaken involves the collection of consumer opinion. This

The help of literature survey, journals and periodicals, newspapers etc

Sampling draws an inference about population. The values obtain from

The various methods of sampling design can be grouped as under:

1. Random sampling method

2. Non random sampling methods

A sample of 100 respondents was taken as sample respondents for the

SAMPLING TECHNIQUE ADOPTED

Convient Random Sampling.

Collection of facts and figures about a phenomenon is one of the most

systematic collection of data. Broadly speaking there are two types of

Secondary data consist of information that already consists; some were

 Direct personal interview

ADVANTAGES OF PRIMARY DATA

 Provides highly accurate and reliable data.

Secondary Data is form of compilation of existing or already published

a) Time: The period of time available for completing this project

b) Conveyance: Due to absence of customers, I was not able to cover

Some of the people whom I met did not co-operate.

 Some responsible show unwillingness to fill the

 Some respondent gave two prefer hence instead of

2.8 CHAPTER SCHEME

It includes a brief note on customer satisfaction towards life style.

CHAPTER 2: RESEARCH DESIGN

In this chapter it consist of the following,

CHAPTER 4: DATA ANALYSIS & INTERPRETATION.

CHAPTER 5: SUMMARY OF FINDING, CONCLUSION

It deals with specific summary of findings and conclusions to objectives