“A STUDY ON CUSTOMER PREFERENCE TOWARD

RELIANCE DIGITAL RETAIL STORE IN PUNJAB”

A project report submitted in partial fulfilment of the requirement for the degree of

MASTER OF BUSINESS ADMINISTRATION

(Session 2021-2023)

Submitted by: Submitted to:

Name: Rahul Ms. Neetu Singh

Class: MBA 4th Semester Professor

University Roll No.:- 100859 BFCMT

BABA FARID COLLEGE OF MANAGEMENT &

TECHNOLOGY, BATHINDA
ACKNOWLEDGEMENT

I am using this opportunity to express my gratitude to everyone who Supported me throughout the
course of this MBA project. I am thankful for their aspiring guidance, invaluably constructive
criticism and friendly Advice during the project work. I am sincerely grateful to them for Sharing
their truthful and illuminating views on a number of issues Related to the project.
I express my warm thanks to Ms. Neetu Singh for his support and Guidance at Baba Farid college
of Management and Technology.
Student Name: - Rahul
 SUPERVISOR CERTIFICATE

This is to certify that Mr./Ms. Rahul UID 2191111 student of MBA Batch 2021-2023 University
roll no. 100802 of Baba Farid College of Management and Technology, Bathinda has completed
his/her major project work titled, “A Study on a Customer Preference to ward Reliance Digital
Retail store in Punjab” as per given guidelines under my supervision. The project work is
appropriate for the evaluation and has not been submitted elsewhere in any form earlier.

Name: Mr. Neetu Singh

Signature of Supervisor/Guide
DECLARATION

Project report submitted by me to Baba Farid College of Management and Technology, Bathinda
in the partial fulfillment of the requirement for the award of the degree of MBA is a record of
confide project. We here by Declare that the project entitled “A Study on Customer Perception
Toward Reliance Digital Retail Store in Punjab” is carried out by me. We further declare that
the work reported in this Project has not been submitted and will not be submitted, either in part
or in full, for the award of any other degree in this institute or any other Institute or university.
TABLE OF CONTENTS

CHAPTER TOPICS PAGE NO.

1. Executive summary

2. Introduction 1-6

3. Review of Literature 7-10

4. Objectives 11-12

5. Scope of the study 13-14

6. Research methodology 15-16

7. Data analysis and 17-33

interpretation

8. Findings and 34-35

suggestions
9. Conclusion 36-37

10. References 38-39

11. Appendix/questionnaire 40-43

 CHAPTER-
EXECUTIVE
SUMMARY
EXECUTIVE SUMMARY

Reliance Digital is a one stop store for electronics and consumer durables. Customer perception
certainly plays an important role in having the ability to attract new customers and also to retain
existing customers. In the highly grown markets, it is quite important to attract new customers and
also keep track of the existing customer base. The objective of the present study is to analyze the
customer perception towards quality, store design, service, pricing of products
and location aspects and in turn also analyze customer perception towards the ambience of the
store. The study conducted might help Reliance digital to know what all factors are essential for
maintaining a good relationship with its customer. In this regard a survey was conducted using
structured questionnaire with around 150 respondents through Google forms (online). Data
collected was analyzed and represented using SPSS. The study strives to assess the major
challenges faced by the employees while working in the store. It was also found during the course
of research that many of the customer were more loyal towards Reliance digital store
maintained a good customer service. The study helps us to understand and ascertain customer
perception towards Reliance Digital and its products in Punjab.
A comprehensive survey was conducted in this regard to get sufficient insights for the study. The
findings of the study can be of help to Reliance Digital to understand customer perception.
 CHAPTER-2
INTRODUCTION
INTRODUCTION TO COMAPNY

In what is being seen as one of the biggest deals in India’s retail space, Mukesh Ambani’s Reliance
Retail on Saturday announced that it is acquiring the retail and wholesale business and the logistics
and warehousing business from the Future Group for Rs 24,713 crore.
The deal will cement Reliance’s position as the undisputed leader of India’s retail segment, giving
it a strong footing in the grocery and apparel segments, in turn boosting order volumes for the
conglomerate, which plans to focus heavily on digital in the days to come. It will also add muscle
to Reliance for its ongoing battle with Amazon for the Indian e-commerce market.
As we speak about the deal, here’s all you need to know about how RIL, which once focused on
petrochemicals and oil and gas, entered the consumer business, and what it holds for the
conglomerate now.
How it began
RIL entered the organized retail segment in 2006, around the time that RIL was being divided
between the brothers Mukesh and Anil Ambani. Christened Reliance Retail, the company started
off with the launch of the first Reliance Fresh store in Hyderabad. The idea was to make buying
groceries and vegetables a lifestyle experience at neighborhood market prices. With an investment
of Rs 25,000 crore, RIL’s aim was to roll out this format for segments such as consumer durables,
pharmacy and lifestyle products as well.

Going beyond Reliance Fresh

Reliance gradually widened its horizon across segments such as electronics, fashion and the cash-
and-carry businesses. While Reliance Digital, the consumer electronic retail chain was launched
in 2007, the company ventured into fashion and the wholesale cash-n-carry segments in 2008 and
2011, respectively, through Reliance Trends and Reliance Market. By 2011, Reliance Retail had
achieved $1 billion in sales.
Growth of the giant by 2014, Reliance became the largest retailer, surpassing Future Group in
terms of revenue. Future Group’s overall retail revenues totaled up to Rs 13,666 crore on an
annualized basis for the financial year ended March 2014, at a time when Reliance Retail’s revenue
had shot up to Rs 14,496 crore.
Around the same time, Reliance tried to test the e-commerce space with the launch of an online
grocery store, reliancefreshdirect.com to deliver groceries in Mumbai. In 2016, it made a full-
fledged entry into e-commerce with the launch of curated fashion platform ajio.com. The online
commerce space had already heated up with millions of dollars of venture capital money flowing
into India.
Reliance was not the only offline retailer looking for an online presence. Aditya Birla Group had
also launched its fashion portal, called abof.com, and Shoppers Stop had tied up with Snapdeal to
open its online store. All of these companies were competing with the likes of Myntra, which had
been acquired by Flipkart two years earlier.
In September 2016, RIL launched its telecom service, Jio, announcing free telecom services till at
least that December. This would go a long way in shaping up how the internet was consumed in
India. Meanwhile, Reliance Retail continued to grow. It notched up $10 billion in revenue in 2018.
According to Hindustan Times in 2021 number of Reliance Retail stores was around 275.
Product profile

The various products which are available at the Reliance Digital stores are –

• Kitchen and home appliances

• Audio and home appliances

• Digital cameras

• Refrigerator

• Washing machines

• Micro oven

• Water purifiers

• Gaming consoles& Games

• Computer, laptop and peripherals

• Mobiles

Branded products

The Reliance Digital offering various types of branded products are mentioned below Sony,
Samsung, Apple, Google pixel, H.P, Dell, Honor, Mac book, Hi-tech, Whirlpool, IFB, Bosch,
Philips, Panasonic, Futura, Redmi, Yamaha, Asus

Non-Branded items

Reliance Digital marketing certain private label products under its own brand called ‘Reconnect’.
These products offer brand warranty varies up to 6 months to 1 year.

Area of operation

The Reliance group of the companies are extended its various branches in metropolitan and express
cities like Delhi, Maharashtra, Karnataka, and Tamil Nādu. Currently, it is having more than 1900
branches operating in India. The company having Corporate Head Office at Mumbai, Maharashtra
with many regional offices.

Infrastructural facilities

Reliance Digital stores have state-of-the-art infrastructure facilities in all of its outlets. It provides
excellent infrastructural facilities by keeping in mind customer attraction towards the product and
highlighting its features. Reliance Digital store in Putter provides a prominent parking place,
drinking water facility, and customer baggage counter. The store has three floors, and on each floor
of the store, the merchandising is divided based on customer convenience for easy access and by
keeping in mind the technique used to present the visual merchandising tool. An effort will be
made to make a SWOT Analysis of Reliance Digital.

INTRODUCTION TO THE TOPIC

Marketing specialists have featured that product utilization doesn't just infer the demonstration of
purchasing, yet in addition includes the demonstration shopping and how it is utilized as a
pleasurable apparatus. Where items are being sold has a social criticality for individuals. The social
affiliation that the customer identifies with the shopping experience depends on the store condition.
Building up the store environmental factors by giving them a social essential from the customer
viewpoint will help structure the image and notoriety of the retailer. Store image impacts
customers, therefore, store fashioners and managers are starting to comprehend the significance of
knowing the realities that customers look for in choosing the store they visit and the items they
buy, just as the noteworthiness of picking up customer loyalty. Information about these basic
perspectives that are affected by store configuration can be utilized as an answer for empower
proof-based store structures.

Customers partner their sentiments, contemplations, and impressions with the stores, and these
components influence their support and buy conduct. The buy selections of customers are impacted
by the store image. The repurchase goal and the fulfillment got from shopping at a store are
prompted during the underlying buying stage in which the clients partner their feelings with the
store image. Consequently, the impression of clients with respect to a store is created by the store
image, and this discernment is connoted by their repurchase goal and fulfillment levels.

The perception of customers is gotten not just from their insight with respect to the item alone, yet
additionally from their apparent pictures of the item. Perception is the phase that a customer or an
individual experience in choosing, improving, and deciphering outer triggers into a strong picture.
CHAPTER-3
REVIEW OF
LITERATURE
LITERATURE OF REVIEW

Chanaka Jayawardena and Andrew M. Farrell (2009) conducted research, the p

urpose of which was to test conceptual model of the effects of customer and service
orientation behaviours of individual retail employees on individual customers’ perc
eptions of service encounter quality, service quality, value, satisfaction, and behavi
oural intentions. The sample (n = 271) was customers of a supermarket in Central I
ndia, and they completed questionnaires following mall intercept. To test the hypot
hesis, the structural equation modelling using LISREL 8.7 was employed. The findi
ngs were:1) Service and customer orientation behaviours are positively related to se
rvice encounter quality and service quality; 2) Service encounter quality is positivel
y related to service quality and customer satisfaction.

William & Prabakar (2012) concluded that “The customer perception of retail ser
vice quality is an important segment to the emerging and the existing retailers in th
e market as the study reveals that perception of service quality influenced by the va
rious nature with various customers even some of the general factors like Personal i
nteraction, physical aspects are the dimensions on of the customer perception remai
ns constant and common to all the customer on a majority basis so the retail outlets
have to frame their own strategies In order to attract the customers on a longer basi
s” the sample is used 400 .research methodology is the descriptive method.

(Dholakia, 2014) This paper inspects the influence of consumer’s characteristics o

n the perception of shopping benefits which are associated with electronic and phys
ical shopping. The empirical study finds the two shopping formats to be clearly diff
erent from each other in terms of perceived shopping benefits as found from a mail
survey of upscale American households. The data supports the influence of individ
ual characteristics (such as age, household income and family composition) as well
as past behaviours on the shopping benefits associated with the two modes of shopp
ing.

Raja guru and Matanda (2006) examined ‘Consumer Perception’ and observed th
at except product price, other store and product attributes have positive effects on c
ustomer perception. Further research is needed to identify retail managers focus on
product quality, store convenience as well as assure quality and availability of new
products in order to enhance customer loyalty and also to compare consumers using
various retail formats and consumers‟ perception of product and store attributes on
retail formats keeping in view demographic correlates major Findings are. 1) Servic
e quality is positively related to value perceptions and customer satisfaction; and 2)
Customer perception. Structure of the research methodology: Research design – De
scriptive and sample size is 200.

Finlay (2007) in their study examined the underlying perceptions of consumers tow
ards store and shopping outlets and found price and location as two critical factors i
nfluencing store outlet choice. She indicated that consumers are rarely prepared to c
hange their shopping patterns to access alternative outlets for electronics purchases
being habitual nature, time constraint and low cognitive processing characteristic. F
urther research is needed to consider different demographic groupings in different l
ocalities in order to better understand the impact of limited choice in an area. Major
findings I s The Indian urban landscape comprises of 66 million households as per I
ndian Census 2001. Further analysis of the census data indicates that 29% of the ur
ban households live in metros followed by towns with less than 1 lakh population a
nd sample were used is the 250. Structure of the research methodology: Research d
esign -Descriptive prof.

Arati. Biradar (2018) Analyse of Customer Perception has become a very importa
nt component in giving outstanding customer service. By increasing popularity of c
ustomer relationship management can companies are now placing more importance
on customer perception and their relationship with customers. Many of the manufac
tures are adjusting flexible strategies to attract customers from various classes. Stru
cture of the research methodology: Research design – Descriptive and sample size i
s 100.Major Findings from the survey are that it was found that maximum custome
rs are visit occasionally. 2 Most of the respondents purchase products from Relianc
e Digital, because of product Variety, better quality and various brands available at
store. 3. According to the respondents the best part of Reliance Digital is availabilit
y of products.

Krishnan Ramasamy (2013) the research also tried to identify the impact of vario
us factors on customer satisfaction in selected consumer durable white goods. They
found some independent variables were overall quality; usage experience, pre sales
, after sales service, sales person’s behaviour, repair, reliability, customer service a
nd product compatibility. These variables were found statistically significant and ha
d positive impact on customer satisfaction and worthiness, responsiveness, warrant
y, loyalty programs; competitive prices were the factors that had negative impact o
n customer satisfaction.
CHAPTER-4
OBJECTIVES
OBJECTIVES OF THE STUDY

 To understand the Retail industry.

 To analyses the customer perception towards quality, store service, pricing of products and lo
cation.
 To analyses customer perception towards ambiance of store.
CHAPTER-5
SCOPE OF THE
STUDY
SCOPE OF THE STUDY

It is helpful to Reliance Digital to understand the customer perception. This study also helps to R
eliance Digital to know what all factors are essential for maintaining good relationship with custo
mers.

Need of the study

Here Industry wants to know the customer perception towards RELIANCE DIGITAL in order to
get data which provide them a result of their product in market how is performing, also study hel
ps to have some changes to adopt to make it more effective This study also helps for Customer pe
rception plays a vital role in a store ability to attract new customers and to retain existing custome
rs from this study is that store have the ability to control many of the factors that build an individ
ual perception of the company brand.

Limitations of the present study:

The information collected from the respondents is considered for analysis and respondents might
be biased in providing satisfactory answers to questions. The study is limited to Punjab and its su
rrounding areas only. Data presented in this study is based on the opinions of the Limited respond
ents.

Statement of the Problem:

Major factors and reasons for customer perception of Reliance digital of retail store evaluated by
getting feedback from the customers and also ascertaining the findings of the study. The study wo
uld help to improve the sales/marketing activities of Reliance digital of retail store in Punjab.
 CHAPTER-6
RESEARCH
METHODOLOGY
RESEARCH METHODOLOGY

Research methodology is a way to study a problem systematically and scientifically. In it we stud

y the various factors causing the problem along with the logic behind them. It is necessary for the
researcher know not only the research method or technique but also the methodology. This learni
ng is evocative in the environment. The evocative examine describes the demographics of the cus
tomers and help to get clarity on the research. Also, Principal and derivative data being used to co
llect a data. Crucial data is the raw data which is been collected from one-on-one interview, obser
vation, structured questionnaire.

Type of Research:

The type of research adopted for the study is descriptive in nature.

Type of Data:

Both Primary and Secondary data are used for the purpose of research Type of research Data Col
lection method:

Primary data: Primary data was collected with the assistance of 150 respondents with

structured questionnaire in Google forms through online mode.

Secondary data: The secondary data was taken from various websites, books, journals, magazin
es, news clippings etc. Data regarding various research papers to support research objectives was
also taken from online web sources.

Sampling method employed:

Population: Customers of Reliance digital in Punjab

Sample Size: 150 respondents

Data collection method: Online survey

Sampling method: Non probabilistic convenience sampling

Research instrument: Structured questionnaire framed with the help of Google forms
 CHAPTER-7
DATA
ANALYSIS AND
INTERPRETATION
DATA ANALYSIS AND INTERPRETATION
Gender

Male 56.6%
Female 43.3%

0%

Female
43%

Male
57%

Interpretation:-According to this data 57.66%Male and 43.33%Female.

Q1: Do you shop regularly at Reliance Stores? How frequently you shop Reliance store?

Yes 70%
NO 30%

No
30%

Yes
70%

Interpretation: -According to this data 70% person are frequently shopping and 30% are just on
the discounts and festival.
Q2 How often?

Particular Person’s Percentage

Monthly 30 20%
Quarterly 50 33.33%
Seasonally/During offers 70 46.66%

Column1

Monthly
20%

Seasonally/During
offers
47% Quaterly
33%

Interpretation: - According to responses 20%Persons are monthly 33.33% Persons are Quarterly
and 47.66 Seasonally/ during offers
Q3:- What is your expenditure on shopping at Reliance stores?

Particulars Responses Percentage

Up to 1000 29 19.33%
1000-2000 60 40%
2001-3000 36 24%
4000 and above 25 16.66%

Up to 1000 1000-2000 2001-3000 4000 and above

17% 19%

24%

40%

Interpretation:-According to survey different people are spending our money according to our
requirement in Reliance store.
Q4:-Are you satisfied with the brands offered by reliance under different department and
categories ?

Responded Percentage

Yes 110 73.33%

No 40 26.66%

26%

73%

Yes No

Interpretation: -According to survey 73% persons are satisfied and 26% are not satisfied of the
branding of the Reliance store.
Q5:-Reliance digital will providing latest products ?

Responded Percentage

Yes 125 83.33%

No 25 16.33%

N O 16%

YES 83%

Interpretation: - From the responses we know that the 83% people are say that the reliance store
providing latest product and 16% people are say no.
Q6:- Rate the following departments on your level of satisfaction for the brands/products being
offered:
(1=highly dissatisfied 2=dissatisfied 3=natural 4=satisfied 5=highly satisfied)

Rating Responded Percentage

Dept./Category
Men’s Wear 80 53.33%

Women’s wear 70 46.66%

Women's wear
47% Men's Wear
53%

Men's Wear Women's wear

Interpretation: - Airtel is providing proper services.88% customers are getting proper services b
y 12% customers are not getting proper service.
Q7:-Are you satisfied with the price for different brads offered at reliance Retail stores?

Responded Percentage
Yes 120 80%
No 40 20%

20%

Yes

No
80%

Interpretation: - According to the responded 80% people are satisfied and 20% are not satisfied

price of different product.

Q8:- What is the most important problem that you face in reference to the brands/ products
offered at the store?
(Select any one of the following)
Responded Percentage
A Unavailability of different sizes 45 30%
B Unavailability of color options 30 20%
C Limited bands/products being offered 50 34.66%
D Brands/products are highly priced for their valu 25 16.33%
e

Unavailability of different sizes

16%
30%
Unavailability of color options

Limited bands/products being offered

34%
20%
Brands/products are highly priced for
their value

Interpretation: -According to responded 30% are saying unavailability of different sizes 20%un
availability of colour options 34% limited brands /products being offered 16% brands/ products a
re highly priced for their value.
Q9:Are you satisfied with the discounts and offers that come up at the store?

Responded Percentage
Yes 125 83.33%
No 25 16.66%

16%

Yes No

84%

Interpretation: - According to responded 83% people are satisfied with offers and 16% are not s
atisfied for the come up offers in store.
Q.10:- According to you, which is the best source of information about these discounts and
offers?

No. Responded Percentage

1 Tele calls 20 13.33%
2 E-mails 30 20%
3 Messages 70 46.66%
4 Store visit 30 20%

Verkauf

13%
20%

Tele calls E-mails

20%
Messages Store visit

47%

Interpretation: -According to response 47% are saying messages 20% store visit 13% tele calls
and 20% E-mails to know about the reliance all offers.
Q.11:- How would you rate the customer handling and the behavior of the floor staff at the store
on a five-point rating scale?
(1=highly dissatisfied 2=dissatisfied 3=natural 4=satisfied 5=highly satisfied)

Rating Responde Percentage

d
1 highly dissatisfied 10 6.66%
2 dissatisfied 15 10%
3 naturals 50 33.33
4 satisfied 45 30%
5 highly satisfied 30 20%

Verkauf

7%
20% 10% 1 highly dissatisfied

2 dissatisfied

3 natural

4 satisfied

33% 5 highly satisfied

30%

Interpretation: - According to the customer rating 33% natural 30% satisfied 10%dissatisfi
ed 7% highly dissatisfied 20% highly satisfied. Customer handling and the behaviour of the
staff.
Q.12:- Are you satisfied with the services of Customer Service Desk?

Responded Percentage
Yes 120 80%
No 30 20%

20%

80%

Yes No

Interpretation: -According to the responses majority of customers are satisfied with the custome
r80% service desk and 20% are not satisfied.
Q.13:- Rate the following services on the basis of your level of satisfaction: https:

(1=highly dissatisfied 2=dissatisfied 3=natural 4=satisfied 5=highly satisfied)

SERVICES Response Percentage

Billing 70 46.66%

Exchange 25 16.66%
Tailoring 35 23.33%%
Other Services (Lost & Found 20 13.33%
, customer handling, informati
on etc.)

Verkauf

13% 17%
Exchange

Tailoring
23%

47% Billing

Other Services (Lost & Found,

customer handling,information etc.)

Interpretation: - According to responses 47% customers are highly satisfied with the billing .23%
customers are satisfied with the tailoring. 17% customer are Exchange and 13% other services.
Q.15:- Rate the following for your perception of the store and its offerings:

(1=highly dissatisfied 2=dissatisfied 3=natural 4=satisfied 5=highly satisfied)

Offerings: Responded Percentage

Pricing Strategy 15 10%
Product Quality 15 10%
Advertising and Information 10 6.66%
Discounts and offers 50 33.33%
Store Location 60 40%

Verkauf

10%
10%
40%
7%

33%

Pricing Strategy Product Quality Advertising and Information

Discounts and offers Store Location

Interpretation:-According to the customer 10% customer are satisfied with pricing strategy.
10%are satisfied with product quality and 7% are advertising and information and 33% are
discounts and offers and 40% customer are satisfied with store location.
 CHAPTER-8
FINDINGS AND
SUGGESTIONS
FINDINGS AND SUGGESTIONS
FINDINGS: -The followings are the findings from the research are;

 70% of customer shop regularly at reliance stores.

 46.66% of customers shop during offers at reliance store.

 Majority of customers i.e., 40% spend 1000-2000 for their purchases at reliance store.

 73% customer are satisfied with brands offered by reliance retail stores.

 80% customer are satisfied with services of customer services desk.

SUGGESTIONS:-
 Reliance stores can increase products availability of different sizes.

 Reliance stores need to improve customer handling and behavior towards customers.

 Query handling of customer at reliance stores need to be improved.

 Advertising strategy of reliance stores need to be improved to generate more sales.

CHAPTER-9
CONCLUSION
CONCLUSION
The study reveals that the name of Reliance brand is widely accepted brand is the today’s market
.They have the electronics and consumer durables that customer needs .It was found that overall
customer perception towards reliance digital store is good. Majority of the respondents are happy
that reliance digital store has opened in PUNJAB. Most of the respondents Felt that the price was
appropriate to the products and it provide better service. And it has variety of products are available
.Reliance digital need to provide better discounts and vouchers /coupons that attracts customers.
In PUNJAB, compared to other digital stores is a preferred choice for electronic purchases.
Reliance digital should strive for maintaining the lead position in market. Advertisements should
be directed towards newspaper, online advertisements and TV commercials to have a wider impact
on the customers.
CHAPTER-10
REFERENCES
REFERENCES

https://en.wikipedia.org/wiki/Retailing_in_India[10:05, 14/03/2023] Rahul: ❖ https://en.wik

ipedia.org/wiki/Retailing_in_India https://www.ibef.org/industry/retail-india.aspx

https://pdfs.semanticscholar.org/4c1b/c66d428fb3cda69520fac16c26445b92e803.pdf

https://www.researchgate.net/publication/228150373

https://en.wikipedia.org/wiki/Reliance_Industries#:~:text=Reliance%20Industries%20Li

mited%20(RIL)%20is,resources%2C%20retail%2C%20and%20telecommunications.

[10:25, 14/03/2023] Rahul: https://www.researchgate.net/profile/Sunil Atulkar/publication/3

04524801_A_Reviewof Customer Preference towards Organized Retail Stores/links/5e993e
d8299bf130 79a1ef8f/A-Review-of-Customer-Preference-towards-Organized-Retail-Stores.
pdf

https://www.researchgate.net/profile/Monika Gunta27/publication/228150373 Consumer→

https://journalijcir.com/sites/default/files/issue-files/UCIR-A-00410.pdf

https://www.google.com/search?q=about+the+croma+profile&oq=about+the+croma++ pro
file&ags=chrome..6915733,136800)7&sourceid=chrome&ie=UTF-8

→https://www.harshaindia.com/index.php?route=product/company https://en.wikipedia.or
g/wiki/Vijay Sales #::text=Vijay Sales is an Indian

electronics retail chain based out of Mumbai,&text=Vijay

Sales started as a, Andhra Pradesh, & Telangana..

 CHAPTER-11
APPENDIX/
QUESTIONNAIRE
APPENDIX

QUESTIONNAIRE

PERSONAL DETAILS:

Name.............................
Gender: M (), F ()
Occupation.........................
Address...........

Questions:

[1] Do you shop regularly at Reliance Stores? how frequently you shop at Reliance store?

Yes

No

[2] How often?

Monthly
Quarterly
Seasonally/ during offers

[3] What is your expenditure on shopping at Reliance stores?

Up to 1000
1001-2000
2001-3000
3001-4000
4001 and above

[4] Are you satisfied with the brands offered by reliance under different departments and
categories?

Yes
No

[5] Reliance digital will providing latest products.

Yes
No
[6] Rate the following departments on your level of satisfaction for the brands/ products being
offered:
(1=highly dissatisfied 2=dissatisfied 3=natural 4=satisfied 5=highly satisfied)

Rating 1 2 3 4 5
Dept./Category

Men’s Wear

Women’s wear

[7] Are you satisfied with the prices for different brands offered at reliance Retail Stores?

Yes
No

[8] What is the most important problem that you face in reference to the brands/ products offered
at the store?
(Select any one of the following)

A Unavailability of different sizes

B Unavailability of color options

C Limited bands/ products being offered

D Brands/ products are highly priced for their value

[9] Are you satisfied with the discounts and offers that come up at the store?

Yes
No

[10] According to you, which is the best source of information about these discounts and offers?

Tele Calls
E-mails
Messages
Store Visit
[11] How would you rate the customer handling and the behavior of the floor staff at the store on
a five-point rating scale
(1=highly dissatisfied 2=dissatisfied 3=natural 4=satisfied 5=highly satisfied)

1 2 3 4 5

[12] Are you satisfied with the services of Customer Service Desk?

Yes
No

[13] Rate the following services on the basis of your level of satisfaction: https:

(1=highly dissatisfied 2=dissatisfied 3=natural 4=satisfied 5=highly satisfied)

SERVICES 1 2 3 4 5

Billing
Exchange
Tailoring
Other Services (Lost & Found, customer handling, information etc.)

[14] Rate the following for your perception of the store and its offerings:

(1=highly dissatisfied 2=dissatisfied 3=natural 4=satisfied 5=highly satisfied)

Offerings: 1 2 3 4 5

Pricing Strategy
Product Quality
Advertising and Information
Discounts and offers
Store Location