Shoppers' Stop Project Report

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(1)c. c. c. c. Customer satisfaction͟ At ͞Shoppers Stop͟ Submitted in partial fulfillment of the requirements for the award of The degree of Master of Business Administration Submitted to: Bangalore University Bangalore By: ͞Vivek Kumar͟ ͞Regd No͟ 9212400268 Under the guidance of ͞Dr. Madhusudan Zalki, Faculty of IIBS (Bangalore)͟. #70, 2nd Main Road, 3rd Cross, Kanaka Nagar, Nagawara, BANGALORE ʹ 560 032 2009 ʹ 11c c c.

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(3) c c. c c c c c c c c c c c c !c c c "c c c c c #c c $%c c c c &c c c c 'c c (ccMaster of Business Administration"c(c cc))*+). cc ccc. c(c,cccccc"cc cc(cc%c c Professor. -c . c /0c c International Institute of Business Studies, Bangalore.c ccc cccccccccccc c'ccc c(ccc$%cc cc-c c c Date :. Signature of the Student. Place :. ( Name of the Student ) Vivek Kumar. c c.

(4) c. c. c. c. ACKNOWLEDGEMENT c( cc%cc c'cccc' c ccc c (c c' c(cc%cccc0ccc (c c-c cc c (c cc'c0c%ccc ccccc0c' c(cccc-c c2 23c 3$.cc4cc 0c'ccc-c. c/0cc (%(c ccccc'0c (cccc4c c c c ,c 4(c c (c (c c "c c c (c cccc (ccc(cc 0(cc%c ccc%(cc(cc( cc c2 23c3$.c. 1c c.

(5) c. c. c. c. EXECUTIVE SUMMARY Introduction of research: Customer satisfaction"ccc&ccc0("ccccc 'cc c %c c c c c c c c c4-c (6c c c c 4(c c ' c ((c +-c.(c c c %c c c c c 'c c c (6c c c %(c c7c%cc c0-c ccccc c%c%"ccccc'ccc c(((c%-c cc"ccc"cc(c%c-. Introduction of the organization: Shoppers͛ stopc c c c c 0-c c c c %c c c c c -c8 c !ccc%c cccc%cc cc c c c -c !c c 'c c cK. Raheja group in the year 1991-c c !c "c c 'c c (c c c c c c c c+ c !c' c'c(-c8 c c%c(ccc%c"cc cc ccc c'cc cc(c c(c c ("c "c0"c"cc(cc cccc c'cc-c c ccc c((-c !ccccc ccccc (c4-cc ccc 9c c'ccc c:"c ** cc c3-c c(cc "ccc 9c((c cccc-c c;cc c c c ' c c c %+ 9c -c 8 c c c 4cc c%ccc"c 9c cccc1:cc c c c c c c (c c c c '(c ' c c 4c c c c c (c c c c -c c 0c c c c c cc'"c 9c c c(ccc(cc ccc< c ,c c c c c -c 9c c c c c "c 0'c c c c &c "c %c c %c "c c c (c 4-c 9c c 'c c c c c (c 4c c (c c c c c c c %c -c c 9c c c c ' c c c ."c =("c "c>"c?cc "c 9c cccc(c c(cccc cc-c.c c1@")))c'0cc c c %c c c c 4cc (-c c 'c c c c c c cc -c c%cc cc'c0cc=- -

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(8) +c(c &c'c'-c Conclusion and recommendations: cccc !cccc'C+c !!ccc0(c ccccc%cc' cccccc(cc ccc0c0c%"ccc cc0c0c-c cc(ccc%%ccc c %c'cc-c %c !cc c%(cccc(ccccccSTART SOMETHING NEW-c=ccccc c cccc"c0cc -c c Ac c ccc "c"cccc c-cc Ac c cc'cc=c' c'cc cccc cccc-cc Ac ccccccccc(cc,cc6cccc c c %c(ccc Ac c c 0(c c c c c Dc 6Ec c c ' c c c c cccc%cc%c c-cc. @c c.

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(10) c. c. c. Objectives of study c. -c. -c. -c. cc0(c(cc !cc ccc%ccccc !cc cc cccc !cc c. :c c. c.

(11) c. c. c. c. Table of content Sr. No. ccccccccccccccccccccccccccccccccccccccccccccccccccccccc c. #(c

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(13) c. c. c. c. TABLE & GRAPH. TABLE/ GRAPH NO. PAGE NO. c =c c '(c c c F@"FF"FG":)": ":5":@c c c. #c c '(c c c F"F@"F:":)": ":5c c. 1c. =c c '(c

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(16) c. c. c. CHAPTER ʹ I. INTRODUCTION. )c c. c.

(17) c. c. c. c. Customer ccustomercHc0'cccclient"cbuyer"ccpurchaserIccccccccc c c c c c c ccc c %c c(6"c c c"c"c c %-c c c c ( c (cc(c(cc%-c >'%"c c c 4"c c ca cccc4ccc ccc4c c%cc -c c c c c c c %'c c c c c %c c c (c c c(cccc -c c(cc'cca ccca cc ccc c a"c' ccc c

(18) a-c c 'c %c c J"Jc (c J JKc c c 'c c ' c &c cc "c' cccc cc c(cc cc c c c c c c ' "c c ' c ' c c 0c c c c c cc0c cc cJ"Jc(c4c cc c-c c (c J c c c 0(Jc c J c c c (Jc c J c c c 'c ( Jcc ccccccLc ( c cc4cc cc-c >'%"cJJcc ccc(6c(cccc%cccc 6c (c c ++c -c c %c 'c c c c c c c (%c %"c c %"c c "c c c JJccccc'c ccJJccJ0 J-c c c c c c c c c 'c JJc c c 'c c c %%(c c c c c c %-c >'%"c c (c c c %"c c ' c c c c c (c c c c c c c (c ' c c c c c"c c c c 'c JJc c c cc4c-c = c (Cc c c c : c c c 'c c c c Jc J-c c c c. c c.

(19) c. c. c. c. Types of customer. cccccccccc cc4cccCc yc. 1. External Customer.c cc ccc(6c' c %cccc ccc%-c c cccc4 (cc-c c %c c (c c 'c (%c c c c c c 4 (c c c c c c c c c 4-c ;%c "c c c c c 4c c c c' c ` c c %c ccccc' cc 'c c'cc c(M c(cc-c c&c"c' c(c c (cc"ccccNc8 c cc ccccc c Nc Oc cc c c %(cc ccc c(M c cc'-c3'c Ccc%c' c cccc' c c-c. yc. 2. Allies.c c c c c c c c c %"c c c c c 0-c ccc9c %cc(cccc ccc%cc cc-c ccc0c cccc cc %cc cc c-c cccccc c(cccc (c ccccccccccc-cOccc c c c c c c 4c c c c c c c (c c c %-ccccCc c %c%c'"c c ccc-c cc (%cc c c9cc 9c(%c c c c c c c c c-c c %ccc(c c'ccc' c c cc(c c-c >'%"c c c c c c ' c c -c #0c c c c c 'c c c c c c c -c c c "cc-c ccccccc' c c(cc ccc' c cc-c0c&ccc cccc' 9c ' c c c 6-c 0c c c c c (c c c ' cc -c c0c c' cccc%%c' c-c. yc. 3. Internal Customer.c c c 'c c c (c ' c c c c-c cccc0cc0c(ccc4c-c c c c c c ' c -c $"c c c c c %c c c Cc J c 0c c c 'c c (c ---Jc c J c cc (ccc-c-c-JccJ.(c(%ccccc-c-c-Jccc c (-c #c c c c %c c &c cc 4c -c cc'ccc&c ccc-cJ8c %cc c. c.

(20) c. c. c. c. c c c c c c c c c c "c "c "ccc%-Jc c-c 0c' ccc-cc"c c c c c c c "c c 9c c c c c %"c c %"c c &c -c c c 9c c ' c ccccc 'cc -cc9ccc4(c c-c c 'c c 4c c -c 9c c c c c &0c c c c 9c c c %c c -c 8 c c '0c c c ' c c c "c4ccc ccccc -c c cc"c ccc'0(cccc c-c c cccc4cc%c c4cc4c-c(+c cc %(ccccccccccc-c =c 'c c c c 'c c c "c c c "c "c c -c2'cc0"c"cc(c ccccc-c cc%cc-c yc. 4. Repeat Customer.c cc c'ccc-cc cc'c cc cccc(c'c' c ccc%c -cc(c ' Nc c(%cccPcOcc %c c ccccc%cc c c c c c c c c c c 0c -c "c 0c c -c $cc%%-c. yc. 5. Born-Again Customer.c c c %c c ' cc(c cc ' c-c<ccc c %c(cccc cccc' c -c c ((c c (c c c "c (%c c c "c c c c (c (%-c#cc(ccccccc c-cc' c c0cc%c c-c.0c-c2c&c c'cc(c c %c c (c c ' c -c c c c c c %c c %c c c c c -c c c '0c ' c c "c c 'c c c &c .c c c c c 4c -c Cc#cccccc-c. yc. 6. Bag of Wind.cOc(c"c cc %cccccc c-c cccccccccccc cccc cc-c cc ccc c c(cc(ccccc -c cc (c'c c'(c%c(c ccc' c c c %c c -c >'%"c 9c c (((c c (c c c c c 4c c 0'(c c c c (c c c c c -c cc c%c cc c' c c c c c ' c c (c c c -c 3'(c c c c %c c c c (c %(Kc 0'(cc'-c. 1c c.

(21) c. c. c. c. c. Customer segmentation c. c c'c4"c c%c0cccc(-c=c%"c c%c0ccc ccc-c<c4"c cccc c %c c c c H("c "c Ic c (c +%c 'cc%c-c cQc%c0"c '%"ccc(c c c 0c c c (Kc c "c c c c %c c c c c 7%c(-c"c c$c c c c(c 0cc c 'cccKccccc (c0"c '%-c

(22) ccc'c c c (-c #c c '+c 0"c c (c c c c%c cccc c-cccc4ccccc c%c"c%c%"c&c%"cc (c-c c c'"c c(c 0c cc%cc0"cc("c c%c-c cc cc cc0(c(ccc c c(cc(c cccc%-c "c '%"ccc'cccc cc(cc0ccc c c (c ' c c c c c c c -c 2c c (c (c c 0-c "c c c c "c c c %"c ("c c cc(c%-c (ccc c%"c '%"ccccccc c%cc (c c -c "c c 4"c c c c c c c %c c (c c ("c"cc c-c c cc6c c c(c 'cc cc c(' cccc 'c c c c c (-c c c %c c c 'c %Qc c 'Qcc cc c%c(-c c(cc ccccc0(c (cc%c(c(cc c%%-Qc.cccc %c ( c %c c c c c c c 'c c c c -c c c c c %c c c c c < c 0c c %(c c Qc < 'c 0c c c ' c Qc < c '%c0c c c c c -c c (c c c %c ccc%c'c cccc(cc"ccccccc c%c%-c c%ccccc %cccc4cc c c %c ccc c c c 'c cc %c c c %-c (c c c (c c c c c c c ((c c ccc' cccc(-c 0"cc4"c(-c c c("cc(c0c cc(c cCc"c "ccc 5c c.

(23) c. c. c. c. c 0c 0-c c c c F)c c c c %-c c c c c c ("c c c %c c %(c c 0(c c c %c c (c(cc c(cccccc c(-c2(cc."c c 4"c c c c (c 'Kc c c 8c c c c c c 0-c (c 0(c c (c c 'c %c c c c (c c c c cc cccc0c c cc 'c'ccc c c0c' c c c 0(("c c ("c c %(-c 8 c c c c (c cc"ccKccc%cc%-c=0"cc4"c %cc %(c ' c c c c c c c (c %%c %c c c c0cc c c -c c c c c c c (c c ((c c 0c c c c c c c (c (c-c. Segmentation Criteria (c c %c (c c c c c c 0-c c c (c 0("ccccc( ccc%"ccc c %"c c +c %c H c c c "c c "c c Ic c ccc(-c cc0("c (cc %c c (c c c ("c c ("c (( c ("c c (c c ("cc c 6c (-c<c cc "c '%"cc c c c c c 40c c 0(c (-c c c c c "c %ccc'cc -c<c4"cc (cccc 0c 0c c ("c "c c c 0Kc "c c (c c 0c c c c ( +"c +"c c '+(c 0-c c 0c c %c c 0c c c c c c c &-c .c +(c "c ;c <"c #c ,c ;"c c +c (c "c c c (c cc -c cc(c c (c c c 6c ' c c c c c c &c H-(-"c %(Ic c %c -c "c c '(c c c c c c c c c c (Cc -c cccc ccc c-c -c (cccc(c %(c -cc&-c -c cc%cc' ccc ccc c&-c. @c c.

(24) c. c. c. c. 1-c c c c c c c c %(c c 0c ("c 0(cc c ccccc c(c' cc ccc-c 5-cc cccc ccc cc'Cc4(c"c(c "c"ccc -c c 0c c c c (c c %c c c %"c (c c "c 7c "c c (c ' c "cc c "c cc(c&"c cc"ccc-c c 0c c c c c %c c %c c c %c c 0c c c c c (ccccccc c0!c(-c c%c cc Kc c "c c c c c %c %"c c c "c c c "cc&cc("cccc&%c%'"c cc c(c c c -c "c c %c c c(c c c c c ( c -c %c c c c c c c "c (c c c c c%ccc ccccc-c<"c(c cccc6Kc c"c c ccc(cc'ccc 0(c -c c (c %c c "c c 4c (c c c (c ' c(c cc-c cc(c cc' c c'(c Cc -c c c c c c ' c c 4c c c %c (c c c %-c -c ccccc(ccc c%c%(ccc%-c 1-c ccc%c%c ( c-c c c c 20'(c c c $c c c *F)c c c c c c c c c 0c(c c c'c&c -c<"c c(c%cc28cc c c &c %c c c c c %c $- -c -c "c $- -c !ccccccc( cccc c%(cc28-c. c "c c .c 'c &c c c (c c c (c c %c ' cc c "c c-c c cc'c cc .c c c c c (c c c c c c (c %c c c c c $- -c c -c c c c (c c (c c c ( '-c c &c c %c c c ( c c c ' c c -c c c&c c0(c c c %c0c (cc ' c c %c ( c c c (-c c c 0c (c %c c ' c c %c (c c ("c ("c "c c c Kc "c c c c "c ' c c 6c c -c <c c "c 0c (cc ccccc-c Fc c.

(25) c. c. c. c. "c c c c 0c c c c c c c c %c (-c <c 4"c c c c c c c 0c c ((c c c c c c c c c c c c c 4-c ("c c (c 'c CcHIc+c"cHIc%"ccHIc -c c c(c %cc"c( ccc "c c c %(cc c %-c c (+(c "c <c c -"c c c c c (Cc c '"c +%"c + 0"c 'c (c "c (c "c "c c "c ((+("c c 0"c c c 6-Qc <c 4"c <c 'Qc 'c c c %(c )c (c c c -c %cc cc %cc c0ccccc(c (c c %-c .0c (c c c (c %c (-c c Cc Fc Rc c c c (c c c c Qc c c c cc-c cc ccc ccc++c0(-c Rc c'c c ccc(cccc-c<c4"c c c 0c c c c (c c c ' c"c c 'c0+0("c c c %-c c(c cccc c c "c c c c +("c c c %(c ("c c c-c Rcc%c'c(c cc0cc %"Qc cc(c(c ( c ccccc%cc+ c-c +cc(Qc c %c c cc%c%c cc-c Rc ;c (c c Qc (c -c <c 4"c c c c( c c (c c (c c %c -c "c ' c c c ("c c c c c (c (c c c cc 'c c 0("cc' ccc"ccc-c Rc c c c 'c (c c c 'c c %c c ccH(cc c cc +c c c 0Icc'cc cc(ccc(%cccc cccc cc(%c0c(-c Rc c ('(c %c c c c Hc cc Ic c c c c c c c c c c c c c c6c c cc' c%c'-c Rc ccc7(cc cc ccc%c -c c c 4c c !c %c c %cc %c. :c c.

(26) c. c. c. c. c c c c c 7(c c c c c c c %c -c Rc c %c c +(c c +(c c c 0c (cc ccccccc(cccc(c 6cc(c'( (ccc(c%-c Rc c%cc4c(c cc c(cccc(c cccccHc (cccccc'cIKc cc ( c c c c c c c c 4c "c c c c ccc"c"c(cc-c c. Customer service. Customer servicecc c %c c%ccc"c (c c c c -c (c c c c -c H))I"c c %c c c c c %c (c c c c%ccccLc c"c c(c cccc%c c c cc4-Jc. cc%cc"cccKc%cc0c c cc4 ("ccc' cccc' cccc-ccc 'c c %c c 0c c c %c c (c ' c "c 4 (c c "cc'ccccc cccKc c%ccc c c (c c c c J' c c c %c c c cc c("cJ(cc. c c&cc -c.(6-c <c ccc%'ccc%ccc((c"cc%cc c c c c c (69c c c (c c c %-c <c c %"c c %c c c c c c c c %c c c c%-ccc%c4cc (c cccc c cc c(6-c c %c (c c c &c c %c c c %c c c c c "cc c cccccc0cccc(cc c4%c c c (c %c c c c 7c c c %c -c c c c("cc(6c %ccc%cc cc%c ccc%"cc c3# -c. Gc c.

(27) c. c. c. c. c. Types of customer service:. ccGc ccc %c 1.c High Touch Customer Service c. cc cc cc c %cc ( +c -c !cc'cc c c%%c (cc' c ccc(c (c cc(c ' cH-(-c!ccccNQI"c'(ccc( (c ("c c' (c c c + (c ' c c 4c c c (c c (c ' c c + -c8 ccc ccc(c4cccc-c -c c 2.c Low Touch Customer Service c c c %c c c c 'c %c c c c ' c "c '+ c c %c c c c c %c c %(c "c c c c(c cc0"c+%cccc(("c-c c 3. Bad Touch Customer Service cc c c c c c c c -c c 'c c c c c c 0c c c !c c %c c c c c c %c (c %-c c c c ccccccccc'cc(-c.0(ccc "cccc0cc0ccc c'0!c-cc c 5-cTransparent Customer Servicec c Occc4c 'c (cc'0(ccc'cc(c (cc c%c c0-c c<c &cHc 'Ic'0c0c Cccccc cc(c "c c c c 0c c c c %c c c ' c c c (c c c 4c 'c c 0c c Hc %(("c 0c "c c "c "c c "c (c"c4c%I-c c 5. Understanding but Inflexible Customer Service c cc c c ccc -c c c %ccc c "c c c c c "c 0'(c 'c (c c "c c c c c c *c c.

(28) c. c. c. c. cccccc (ccc c-c cccc 26c4c'c' ccc%cc' c'ccccc 0c' cccc(cc c'"c cc (-c cccccccc "c%c ( c c0'cc'ccc0-c c 6. Clueless Customer Service c ccc( (c"cccc-c cc %ccc (%cc(c' %"ccc(c(cccc-c c!c'0cc c "c !c c c "c !c c c "c c c c (c c 'c c c c (c c c c -c Oc c %c (c c c c '"ccc %cc+cccc c-c c c&ccc ccc cccc (cc-c c 7. Evil Customer Service c c(ccc0ccc(ccc((cc (cc(c4c c((cc(ccc0(-c cc0c !c(cc (c' c !c c(c -c c c(c ' c c0c cccc (c ' c cc'-c c 8. Perfect Customer Service c cc c %c c c ' c c c c (cc %cc c"c(c"cccc(' -c c. *c 5 tips of perfect customer service c. -c. Occ%c%ccc%c c cc%c c%-c cc 0c cc(c c'c'("c(%(ccccc cc%(cccc(cc'c4c cc(%c cc "c c c c 0-c c c c %c %c cc c c'c0ccc cc'-c. -c. Oc c %c 'c c c c c c 'c c 'c c -c c c c c c c c c c ("c c c 'c c 0c c c -c c c 'c c c c. c. )c c.

(29) c. c. c. c. c %c Kc c 'c c c c -c 8 c c c ccc%c(c"c c ccccc-c c. -c. %-c. Oc c 0'c c c c -c 8cc 'c c c c c -c 8 c 'c (c c c "c 'c 'c c c cccc c c c %c ccc (ccc0c' cc%c c "c ' c c %c c c c ' c c %c 0c -c c c %c %c c 0'c c c c c "c c c c cc(c-c c c c 0'c ' c c Nc Oc c c c (c c (c ' c c cc cccc c0c c ccccc-c cc c c c c c c (6c c c c c (c c c c c c c c c c c c c c c 'c0'c ccc cc' ccc (-c ccc cc c %ccccc(cc cc' cc-c. %-c c<c4c"cccc(c c4c-c cccc(cc (c c c "c c c 0c %c c c c -c c 0c 0c c "c c c c (c 'c (c c (c 'c c c c c c -c. c Customer satisfaction c Customer satisfaction"ccc&ccc0("ccccc 'cc c %c c c c c c c c c 4-c c c c defined asc J c c c "c c (c c c "c ' c c 4c ' c c "c c "c c c %c 4c c c(-c 8 c (6"c c c (c c %c 'c -c c c cc ccc(c!c 4-c < "c ' c c (c "c c 'cc c c c c c c -c c c &c c c -c 8 c c c c c "c c (c %c '++ c 0("c ' c c c c c ( c %-c c (c"cc(c0cc' c ccc%c c c c 4c 4-c "c 4c c c 0c c c -c8 cc %c ( c4cc ccc "c c'c c c.

(30) c. c. c. c. c c c 'c 0c c c 4c c c c (-c <c c "c c 4c "c c 4"c ( c %c c 'c c (c c c (c M%c ( c c c c %c 'c c c c c Qc-c c. Purpose to know customer satisfaction c c %c c (c c c c c c c -c c c c c (c c c &c c c c 0c-c cccc'c -c 8 c(6"c c"ccccc cccc. (cc ccc(cccc(c c c %c c%c4c' c c!c(cc%c c -c ( ccc0c ccc 'c'cccc(c"c. c c c c c 'c 0c c c c c !c c 'c 0c c c c c -c . c c c c c c c 'cccc-c cc c cc c c c c (c 6c c c 4-c c c %+c "c %c ' c c c c %c c @Qc c 0c c c c c c ( c %c %(6c c c -c Hc c c c c c c c '(c c -c c c c c c J c (c c %c c ' c c c c 'c c c c c -Jc 8 c c c c c ' c c "c c c c ( c ccc"c%cc(-c cccc'c0(c %(-Ic %c ' c c c c %c c "Qc c "c c 0c c -c < "c c c c c c c 0(c (%c c ccc%c-c8(ccccc0cc(c cc-c. Measuring customer satisfaction (6cccc4(c c ' c((c+-c.(c c c%c c c c c 'c c c (6c c c %(cc7c%cc c0-c ccccc c%c%"ccccc'ccc c(((c%-c cc"ccc"cc(c%c-cc "cc 4"c ( c 0c c c c c 4c ' c c c 0c c 0+c %"c ' c c "c ' c c c c c "c ' c c "c c c -c c c.

(31) c. c. c. c. "c c c c "c c c ( c 0c c %c c ' c c -Qc c c c c 4c ('"c %c ((c c c c (c c %c c c c c 'c c c Cc c c -c >c c c c ' c c c c 4c c c c-c$ccccccc' c cccc ccc ccH=cc c **)Ic cccc(ccccc cccc c c c c 'c %c c c c c c 7%c c 7%-c ccc ccc c cc c (c c c %c ' c c ' c c %c c c c c c -c c %c c c c c %c (c c c c c c c %c c c c (c ' c c c c c c (69c-c. c c Factors affecting customer satisfaction: Ac Factors influencing customer satisfaction: .0(c c %c c c c "c ' c c c c"c' ccc'C c. -c. Product: Basic design:c >'c c (c c ' c c "c ' c %c%c c(("c(cc&c-c. -c. Sales activity:c 8 c (c c c c c c c %(c c c ("c 'c c c c c c c c 7c "c c c c cc cc c -c c(c cc c c4cc%c(cccc ( cc-c. -c. After- sales:c ;"c c c %"c 0"c "c ("c c %c%cccc' cc-c. c. c. c. 1c c.

(32) c. c. c. c. 2-c. Culture:c c%cccc ccc'cc c(cc(c ccccccc ccc %ccc%-c. c .0c ' c (c c c c c c c c c c c 'c !c c c (c c !c c Hc c c %c c%I-c c. Ac Chart showing the factors influencing customer satisfaction: c. Product. c. c c. c. c. After-sales. Customer satisfaction. Sales activity. cccccccc cccccccccccCulture. c. 5c c.

(33) c. c. c. c. Retail in India (cc c c c %c %%c c c c c (c c %c c cc c"c"cc c-c(ccccc c"cc"c%+%"cc(c-c c'cJJc(ccc< + c'-cc+cc' cccc ccccc (-c(cc ccc%c c0cc c %c c c c c c 'c c c c -c c c c c (6(c c%ccc%c(ccc(c ccccc %cc-cccc#cc(cc(c ccc (6c ' cccc (c c ;cc . c c %c c c c$cc $c -c c ccustomer satisfaction at shoppers͛ stopQc c c c c cc(cc c cc%cc c c c 'c c-c. (cccc c cccccc'c ' cc%cccc cccc'c -c c c 'c c c 0'c "c c c !c c c c c (c ' c c (c .4c c c c c c c c c c 'c c c %c c c (c %c c c c c c 0'c ' c c c c !cc %c(c (c4ccc0'c 'c cc%cc c%-c. Indian Retail Industry :. cccc c(ccc "c' cccccGBcc (c c %c )Bc c c 9c ;#-c cc c c c 4c c c @Bc c (c %c c (c c (' "c ((c "c c%c ( c-c cc c c 4c c c ) Fc c c c c c 'c c ' c $ Sc :@+c ))c -c cccccc cc('(cc' c%c4cc )):ccc$ Sc1)cccc(ccccc@Bc-cc ccc :+GBcc4cc ccccc cc(' ccccc"c (c"ccccccc-c c c ccc c c (ccc c 'cc c$ Sc -@c cc ) )cc c c6c c $ Sc:-@c-c cccccccc (cc c c 'c c%c' c c (cc c c(c %cc c' ccc (cc(-c cccc c' c c @c c.

(34) c. c. c. c. cccccc cc c cc+cc"c (c (c "cc'(c4c' cc"c ("ccccc cc-c cccc4(ccc((%Kccccc(c ccccc(c-c ccccc4ccc 4cc c(cccc ccc cccc-c cc4c cc ccc ) )"c c c %cF))c'c (c -c c c c(c "c c c c c (c c c c ('(c c c c c *Bc -c c c c c c (c c c c c c c c %c c c cc -c ccc F)Bcc c c(c0c cc +c c -c c c c c ((c 'c c c c c c c c 'c c c c (%c 'c %c c 0c c c -c c (cc cc c(' cc cc%c-c (6c(c c c(cc c 'cc(6c(ccc(c(c c c(' cc cc-c c cc ccc ccc 6c cccccc cccccc -c c c c c c ((c ( c c c -c .c c c (c c c cccc c(6c-c cccc ccc$ cc c 'c c 'c (c 'c c 'c -c ( c (c c c c ((c c 4c(' "c cc cccc (-c. c 3Oc>

(35) ; Cc *c c *c #(c. *c . c *c (cc. c cc cc. *c %cc *c cc *c c0c *c >c0cc. *c =cc c *c ccc *c cc *c (c0c. c c c c c c c Fc c.

(36) c. c. c. CHAPTER ʹ 2 RESEARCH METHODOLOGY c c. c. :c c. c.

(37) c. c. c. c. Ac Statement of the problem 8 cccccccc' c c%cc%cc c(6"ccc cccccc' cc&cc"cc c%c ccc %c%cc c c-c c. c c c c %c c (c c c c (6"c c c c c c ' c 4(c c %"c c %(c c c -c=(ccccccccc cccc'cc('cc -c ?c c c c c c 4c %c c c c &c 'c c cc cc0c c "c cc 'cccc c%cc ('cc(cc c%c'c%cc"cc-c cc (c cc"cccc0ccc cc %c c c c %c c c c c -c (c c %c 'c c c 'c c c c (c c c 4(c c c c ((ccc4(c-c c cccc+ccc(cc-c#%cc c c c c 'c 0c c (c c cc c c (cc cc%-c c Ac Need for studying customer satisfaction c c %c c (c c c c c c c -c c c c c (c c c &c c c c 0c-c There was a timec' cc'cccc%ccccc' c (c' cc-c ccc cc-c Today"c c c (c (c c ("c c c c c %c c' cc %(c c4c-c There was a timec' c c c%cc' cc' ccc' c'c-c c 'c (c c c c '"c c c ' c c c (c c ccc'ccc-c Today"cc %ccc cc' cc' ccc' -cccc c'c c'c cc c-c c cccccc c4c c'c c%c' c cccc' cc' c'cc c-c Gc c.

(38) c. c. c. Ac Methodology. I.c Primary source of data ±c ccc#cc' cc ±c ccc c&c. II.c Secondary source of data *c 8cc cc. ±c www.corporate.shoppersstop.com ±c www.shoppersstop.com ±c www.scribd.com. ±c ccc'c c c. c. *c c. c.

(39) c. c. c. c c c c. CHAPTER ʹ 3 REVIEW OF LITERATURE. 1)c c. c.

(40) c. c. c. c. REVIEW OF LITERATURE cccccccccc. c 4cc c c %cccccc c (cc ccc%cc ccc 'c c -. (c c c c c c c c c c c'c' cc%cccc cccc'c -c cccccccccc cc'ccc0'c "ccccccc' c c (c.4ccc c !cccccccc 'c cc%cc c (c %cc ccc c0'c' ccc c !cc %c(c (c4cc 0'c 'c cc%ccc%-c c c. c. 1 c c.

(41) c. c. c. c c c c c c c c c. CHAPTER - 4 COMPANY PROFILE. 1c c. c.

(42) c. c. c. c. Company profilec c. Shoppers͛s Stop ccccccccccccccccc. cc c (c c c c !c (c c c c c (c c (ccc%ccHcIcccc 7 c4-c c c c c c c 4"c c c c -c c c c c c4c ccc-c Shoppers͛ stopc c c c c 0-c c c c %c c c c c -c8 c !ccc%c cccc%cc cc c c c -cu c 'cc cK. Raheja group in the year 1991-c c !c "c c 'c c (c c c c c c c c+ c !c' c'c(-c8 c c%c(ccc%c"cc cc ccc c'cc cc(c c(c c ("c "c0"c"cc(cc cccc c'cc-c c ccc c((-c !ccccc ccccc (c4-cc ccc 9c c'ccc c:"c ** cc c3-c c(cc "ccc 9c((c cccc-c c;cc c c c ' c c c %+ 9c -c 8 c c c 4cc c%ccc"c 9c cccc1:cc c c c c c c (c c c c '(c ' c c 4c c c c c (c c c c -c c 0c c c c c cc'"c 9c c c(ccc(cc ccc< c ,c c c c c -c 9c c c c c "c 0'c c c c &c "c %c c %c "c c c (c 4-c 9c c 'c c c c c (c 4c c (c c c c c c c %c -c c 9c c c c ' c c c ."c =("c "c>"c?cc "c 9c cccc(c c(cccc cc-c.c c1@")))c'0cc c c %c c c c 4c c (-c c 'c c c c c c cc -c c%cc cc'c0cc=- -

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(44) c. c. c. c. c Bc c c c c -c c c c c -@c c c -c c c%cc !ccc- 5))cc' c' cccc-@))c-c c5@cc'c(cccccc(cc1:c-c c. Corporate profile: Vision: c c c (c c c c ,c c - c c c c 0c c c c(-cc c. Mission: ͞

(45) (cc c͟. c%c,c %c (cc ccccc"cc,c%-cc c. Values: c'(c%c cc Ac cc %(ccc,c%Ccc c Ac 8c cc0c' ccccc Ac c c (cccH(cc%'c cccIcc Ac c8c c %cc%c%cccc Ac c8c c%cc%cc Ac c8c c %cc%c%cc%cc Ac c8c c %c c'(cc(6c7c(%cc Ac c8c ccc9c( cc Ac c8c cc-cc c. 15c c.

(46) c. c. c. c. Tagline: c (c'Qc. Board of Directors: c. c Mr. Chandru L. Raheja cc

(47) +4%cc .-c c-c "c:)"cc c cc

(48) +4%cccc-c>c cc'c(cc.-c.-c c c4%c4c' c cc"c ccccc -c c c. c Mr. Ravi C. Raheja

(49) +4%cc .-c%c-c "c1*"cc c

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(51) c. c. c. c. c Mr. Neel Raheja

(52) +4%cc .-c

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(54) +4%c c c c -c >c c c c c >%c=c "c.cccc'c;cc.c$%c c c%c @ccc4cccc%"c cc-c c c. c Mr. B. S. Nagesh cc"c2c cc

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(60) c. c. c. c. c c. c Mr. Shahzaad Dalal. cc

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(63) c c $%c H$ I-c >c c c 2c cc ,< c %c.(ccH. .Iccc !c(c#%c&c <c.(-c c c. c Prof. Nitin J. Sanghavi. cc

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(72) +4%cccc-c>ccc c (c c -c T%!c ("c 30-c .-c ( c (c c c c c 0c cc0(c-c c c. c Mr. Govind Shrikhande ccc,c.((cc .-c;%c 0 "c @)"cc c .((c cc c-c>cc c (cc (c c 2c ?c (c c H2? I"c ."c c c c (c (c c c c c =c .("c #-c .-c 0 c cc' ccccc ccc. Business Partners: c c 9c c c c c c c c "c 9c c cc(cccccc%cc(cc c ("cccc0ccc+ccccc9cc &cc-c c)))"c c%cc=0c(cc&(c 1Gc c.

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(74) c (-c c c c *Bc 0c c c +c c c c c ccccc@ Bcccc?+) )-cc c *c Shoppers͚s Store͚s sister store are: c. c 'c c c c cc c c c c c ' c c c c c "c ' c c c ("c ' c c (%c c c "c c c "c%c( -c ccc c%cc'ccccc c c c ' c 0c "c 0'(c c c c c c (-c 'c0c c'c(cc=0cLc.%+c.+c +c +c.(6c cc .!-c cc 8 cc(c !cccccc0(c ccc"c"c+c "c 'c c c c ' c c !c 0c c %(c 0-c %c0c++0"c<4++0cc++0cccc cc c Kc c ' c c c c c "c c %c c c c c c (c c( c0"c c( ccc c( c(cc c( c-c<c0c c 'c;c2 "c ccA"c4 (c,c!c"c cc' c c c c c &c c 4c 0c c c c c c c c c c '-c %c2.5 lacs loyal customerscc 'c ( c cCrossword Book Rewards Programc' c "c "c 4%c c ,c c c -c A8!"c c c +'c ' c %'c c 'c 0"c 'c c c c %c cc"ccccc c.-c cc (c cc'c' c %c%c ccc c2c c

(75) "c c"c 20c "c 20c "c 3c

(76) (0"c 3c "c %c ; "c c "c c "c c >"c c c c ?0c -c 'c 0c c c c (c c (c c ' c c '0c %c %c c (c c %c -c#c%cc#c "c&66"cc 'c c c c c ' c c c c %-c c c c ? c c c c c 1*c c.

(77) c. c. c. c. (("ccc. c.cc %("c c88<c -c'cc c c 'c=0c'cc **Gcc(cc'c ccc c'(-c cc c c c c @ c c **"c 'c c %c 'c (c c c %Kc c c (c c c %c c '-c c c c cc%(c(c "c$ "cccc c.0(c cc **5-c c=0"c$3"c cccccA(cc c(c(cc(!cc -c cc Crossword was ranked the 6th most admired retailer in India by Business world for the year 2006; it was the only book retailer in the top 10.c cc Crossword won the Reid & Taylor Award for Best Retailer of the year ʹ Leisure & Specialty at the India Retail Summit 2005 & 2007& 2009.c cc Crossword won the Retailer of the Year Award - Leisure (Books, Music and Gifts Category) at the Images Retail Awards 2005 & 2007 & 2010.c cc Crossword received the Federation of Indian Publishers Award for excellence in Publishing for the year 2004 on 18th June 2005 at the hands of Shri Arjun Singh, Minister of Human Resource Development.c cc '"c ' cSixty three "c c "c ("c "c = "c =("c "c>"c?"c30"c."c

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