A 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.
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
“A 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’
[pic]
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
|Factors |No of Respondents |Percentage |
|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
[pic]
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
|Factors |No of Respondents |Percentage |
|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
[pic]
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.
|Factors |No of Respondents |Percentage |
|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.
[pic]
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’
|Factors |No of Respondents |Percentage |
|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’
[pic]
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
|Factors |No of Respondents |Percentage |
|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
[pic]
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.
|Factors |No of Respondents |Percentage |
|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.
[pic]
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.
[pic]
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.
|Factors |No of Respondents |Percentage |
|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.
[pic]
Inference
This implies that the majority of the customers of ‘LIFESTYLE’ rated price level to be expensive.
Table No.10:- Showing the first impression when the customer enter in to LIFESTYLE.
|Factors |No of Respondents |Percentage |
|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.
[pic]
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
|Factors |No of Respondents |Percentage |
|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.
[pic]
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.
|Factors |No of Respondents |Percentage |
|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.
[pic]
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.
|Factors |No of Respondents |Percentage |
|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.
[pic]
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.
|Factors |No of Respondents |Percentage |
|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.
[pic]
Inference
From the above graph, it is inferred that the majority of respondents are rated for excellent security.
Table No.15:- Showing whether the salesmen help you to select the product.
|Factors |No of Respondents |Percentage |
|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.
[pic]
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.
|Factors |No of Respondents |Percentage |
|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 LIFESTYLE advertisement.
[pic]
Inference
This implies that the majority of the respondents come across with LIFESTYLE advertisement.
Table No.17:- Showing rating for the collection of products in LIFESTYLE.
|Factors |No of Respondents |Percentage |
|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.
[pic]
Inference
This implies that the majority of the customers of ‘LIFESTYLE’ rated collection of products is very good.
Table No.18:- Showing the whether the customer gets the refund for the damaged products.
|Factors |No of Respondents |Percentage |
|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.
[pic]
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.
|Factors |No of Respondents |Percentage |
|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.
[pic]
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.
|Factors |No of Respondents |Percentage |
|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.
[pic]
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.
|Factors |No of Respondents |Percentage |
|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.
[pic]
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.
|Factors |No of Respondents |Percentage |
|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 with the packing facility in LIFESTYLE.
Graph No.22:- Showing whether the customer is satisfied with the packing facility in LIFESTYLE.
[pic]
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.
|Factors |No of Respondents |Percentage |
|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.
[pic]
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.
|Factors |No of Respondents |Percentage |
|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.
[pic]
Inference
From the above graph, it is inferred that the majority of respondents are stated that the LIFESTYLE is clean and hygienic.
Table No.25:- Showing rating for the collection of brands in LIFESTYLE.
|Factors |No of Respondents |Percentage |
|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.
[pic]
Inference
This implies that the majority of the customers of ‘LIFESTYLE’ rated 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 ( ) Average ( ) Poor ( )
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 : Very good ( ) Good ( ) Average ( ) Poor ( )
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?
Very good ( ) Good ( ) Average ( ) Poor ( )
24. Did you find LIFESTYLE clean & hygiene? Yes ( ) No ( )
25. How do you rate the collection of brands in LIFESTYLE? Very good ( ) Good ( ) Average ( ) Poor ( )
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
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.
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
“A 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’
[pic]
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
|Factors |No of Respondents |Percentage |
|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
[pic]
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
|Factors |No of Respondents |Percentage |
|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
[pic]
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.
|Factors |No of Respondents |Percentage |
|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.
[pic]
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’
|Factors |No of Respondents |Percentage |
|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’
[pic]
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
|Factors |No of Respondents |Percentage |
|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
[pic]
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.
|Factors |No of Respondents |Percentage |
|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.
[pic]
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.
[pic]
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.
|Factors |No of Respondents |Percentage |
|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.
[pic]
Inference
This implies that the majority of the customers of ‘LIFESTYLE’ rated price level to be expensive.
Table No.10:- Showing the first impression when the customer enter in to LIFESTYLE.
|Factors |No of Respondents |Percentage |
|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.
[pic]
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
|Factors |No of Respondents |Percentage |
|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.
[pic]
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.
|Factors |No of Respondents |Percentage |
|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.
[pic]
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.
|Factors |No of Respondents |Percentage |
|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.
[pic]
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.
|Factors |No of Respondents |Percentage |
|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.
[pic]
Inference
From the above graph, it is inferred that the majority of respondents are rated for excellent security.
Table No.15:- Showing whether the salesmen help you to select the product.
|Factors |No of Respondents |Percentage |
|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.
[pic]
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.
|Factors |No of Respondents |Percentage |
|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 LIFESTYLE advertisement.
[pic]
Inference
This implies that the majority of the respondents come across with LIFESTYLE advertisement.
Table No.17:- Showing rating for the collection of products in LIFESTYLE.
|Factors |No of Respondents |Percentage |
|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.
[pic]
Inference
This implies that the majority of the customers of ‘LIFESTYLE’ rated collection of products is very good.
Table No.18:- Showing the whether the customer gets the refund for the damaged products.
|Factors |No of Respondents |Percentage |
|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.
[pic]
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.
|Factors |No of Respondents |Percentage |
|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.
[pic]
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.
|Factors |No of Respondents |Percentage |
|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.
[pic]
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.
|Factors |No of Respondents |Percentage |
|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.
[pic]
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.
|Factors |No of Respondents |Percentage |
|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 with the packing facility in LIFESTYLE.
Graph No.22:- Showing whether the customer is satisfied with the packing facility in LIFESTYLE.
[pic]
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.
|Factors |No of Respondents |Percentage |
|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.
[pic]
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.
|Factors |No of Respondents |Percentage |
|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.
[pic]
Inference
From the above graph, it is inferred that the majority of respondents are stated that the LIFESTYLE is clean and hygienic.
Table No.25:- Showing rating for the collection of brands in LIFESTYLE.
|Factors |No of Respondents |Percentage |
|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.
[pic]
Inference
This implies that the majority of the customers of ‘LIFESTYLE’ rated 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 ( ) Average ( ) Poor ( )
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 : Very good ( ) Good ( ) Average ( ) Poor ( )
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?
Very good ( ) Good ( ) Average ( ) Poor ( )
24. Did you find LIFESTYLE clean & hygiene? Yes ( ) No ( )
25. How do you rate the collection of brands in LIFESTYLE? Very good ( ) Good ( ) Average ( ) Poor ( )
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
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