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A STUDY ON CUSTOMER SATISFACTION OF RELIANCE OUTLET
WITH IN COIMBATORE DISTRICT
G.VIGNESH 1 P.KARTHIKEYAN
2
1Research Guide & Head- PG Department of International Business, NGM College, Pollachi
2Research Student, PG Department of International Business, NGM College, Pollachi
ABSTRACT
Marketing is the process of planning and executing the conception, pricing, promotion and
distribution of ideas, goods and services to create exchanges that satisfy individual and organizational
goals. Customer satisfaction is a must in business. Satisfaction is a persons feelings of pleasure of
disappointment resulting from comparing a products perceived performance in relation to his or her
expectations. Customer Satisfaction research identifies how well an organization is performing from
the customers viewpoint. It allows any organization to understand how their customers are with level
of service they are providing at any point in time, and to track how satisfaction levels change over
time. With the changing scenario, continuously monitoring the market and studying the buying
behavior plays a vital role. So in current situation a comprehensive market survey for finding out the
trends of various brands will pay in the long run to adjust the demand and supply factors and curtail
competition. Total of 150 questionnaires have been randomly distributed to retail customers. . They
have to cultivate, harvest, transport and market. Data were collected from 150 growers. The statistical
tools like Percentage analysis, correlation and chi-square test were used for analyzing the data. The
result of this analysis suggests the degree of customer satisfaction in terms of services provided by
Reliance outlets in Coimbatore.
INTRODUCTION
Retailing is the most prominent element of marketing where the marketer meets the ultimate
consumer who exchanges value for the product and thus sanctions the very existence of business.
Retailer is the last link in the distribution chain and his efforts to create demand and satisfy needs
pave the way for the economic activity. Retailing is a business, easy to enter, with comparatively low
capital and infrastructural requirements.
Running a retail shop will primarily involve serving customers and the management and
ordering of stock, as well as managing any employees. A retail shop can attract new customers in
variety of ways , although the effectiveness of different methods will depend on what your shop sells.
Many shops use local newspaper advertising and shops with smaller items like food or clothing often
post leaflets (sometimes with special offers on) through local doors. If you sell larger items and are
within reaching distance of a larger area then radio advertising can sometimes attract lots of new
custom.
OBJECTIVES OF THE STUDY
To examine the satisfaction level of the customers from the retail stores.
To identify the purchased product in reliance retail outlet.
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RESEARCH METHODOLOGY
Research methodology is a methodology for collecting all sorts of information & data
pertaining to the subject in question. The main purpose of the study is to find the impact of group of
factors on customer satisfaction on Reliance Outlet in Coimbatore city. The sample size is 150
customers. The methodology includes the overall research design, sampling procedure & fieldwork
done & finally the analysis procedure. The methodology used in the study consistent of sample
survey using both primary & secondary data.
TOOLS AND TECHNIQUES
Percentage Analysis
Chi Square Test
REVIEW OF LITERATURE
N. Bhuvana Devi (2013), “A Study On Customer Satisfaction At Reliance Fresh, Chennai”. To
understand the buying behavior of the customers and to find out their level of satisfaction at Reliance
Fresh products. Marketing is the process of planning and executing the conception, pricing, promotion
and distribution of ideas, goods and services to create exchanges that satisfy individual and
organizational goals. Customer satisfaction is a must in business. Satisfaction is a persons feelings of
pleasure of disappointment resulting from comparing a products perceived performance in relation to
his or her expectations. The sample size is restricted to Chennai and the sample size of this survey is
120.The study depends on the availability of the customers. The study depicts customer strength to
wider market network. The data are collected through questionnaire. Non probability convenience
sampling technique is used for data collection among the respondents. The Statistical Tools are
Percentage analysis and Chi- square test. A survey on customer satisfaction was conducted on behalf
of the Reliance fresh product to understand the preference of customers. The quality of the product is
the primary parameter that influenced purchase decisions. Its popularity is very high. Customers are
very much influenced by the satisfaction level.
Dr. Rajkumar and Miss Priyanka (2012), “Service Quality Dimensions and Behavioral
Intentions of Reliance Fresh”. To analyze the customer perception on various service quality
parameters of reliance fresh. In this study I have used descriptive research design because it describes
service quality parameters of reliance fresh. It is very difficult to study the whole universe. The
universe for this study was visitors of reliance fresh. The researcher has applied convenience sampling
technique for selecting sample from the universe. Convenience sampling involves using samples that
are the easiest to Obtain and is continued until the sampling size that is need is reached. The size of
the sample was 100 respondents from different categories. The Statistical method used Chi square test
and Factor Analysis. The study has found that the reliance fresh has appointed knowledgeable staff,
accuracy of billing , promptness of staff in query handling and satisfaction with the retail store.
Another major finding is the customers feeling pleasure while shopping in reliance fresh because
interior décor is very attractive. Employees of reliance fresh are well dressed and receive special
attention. Retail outlet is conveniently situated and maintained clean. The visitors of reliance fresh are
overall satisfied with reliance fresh.
Ram Mohan (2008), “To Identify the Factors Impacting Customer Satisfaction in Food Retail
Supermarkets”. To study the main factors impacting customer satisfaction in food retail
supermarkets. The study is done in food retail supermarket stores in Bangalore city. The period of the
study is for a duration of 3 months. The sample size determines the accuracy of the data collected. For
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the purpose of this study, the population chosen is a mix of people from different demographics and
economic backgrounds. A sample size of 500 was taken, who are customers of food retail
supermarket stores. Convenience sampling technique is followed as the customers are approached at
food retail supermarket stores where they are conveniently available for administering the
questionnaire and collection of data from the retail supermarket consumers. Primary data and
secondary data are used in this research. Primary data is collected through survey method. The Tools
are used Factor Analysis, Anova and Regression Analysis. Food retail supermarket stores can focus
on the factors identified in this study to improve customer satisfaction and refine their approach to
reach out to their consumers and retain them, when they come to shop in their retail store.
Sushi kumar and Niraj Mishra (2013), “Retail Stores‟ Attributes Influence Customer
Satisfaction”. Retail industry in India is witnessing a fast growth in almost all cities in India. Recent
Indian Government decision of allowing the foreign investment in organized retailing in India will
further lead to high growth. Attracting customers and retaining them become keys to success in
increased industry competition. A sample size of 300. Retail store attributes play as important role in
selection of a retail store by customers as well as in customer satisfaction. This study is an effort to
examine the relationship between retail store attributes and customer satisfaction. Respondents were
surveyed about their expectations and experiences with respect to ten dimensions of store attributes
using a structured questionnaire using Mall Intercept Survey technique. Correlation and regression
analysis were used for data analysis. The outcome of the analysis is establishment of relationship
between store attributes and customer satisfaction.
Bhagwan Singh, Dr. Anjaney and K. Pandey (2013), “Study on Trends In Retail Practices And
Their Impact on Traditional Retailing In India”. To compile and classify various research findings
regarding organized retailing and its impact on traditional retailing in India. The study is an analytical
and descriptive one. The data is collected solely from secondary sources i.e. refereed print journals,
online journals, books, reports etc. The Sample size is 200. It can be concluded that the transformation
of traditional retailing to organized retailing in the form of shopping malls, hypercity, supermarkets,
departmental stores, convenience store, specialty stores etc. is taking place at a regular pace in India.
In small cities traditional shops are upgrading their outlets that is beneficial to survive in the market.
However, the shops in neighbor hood and local cart pusher are much preferred by majority of
population for ration and vegetables. Huge Indian rural market is also untapped for organized
retailing.
Ms. Pratima Shukla and Dr. Kishor Barad (2010), “A Study of Customer Loyalty and
Satisfaction towards Sales India”. To know the level of satisfaction among various dimension. In
this survey, descriptive research was used. A survey approach was chosen to gather information from
respondents of Ahmedabad. Mall Intercept method was used in this survey. A structured questionnaire
was developed with closed ended questions. Data and information gathered through questionnaire
were analyzed using SPSS Software and t-test was used to find the significant difference between
perception and expectation of the customers towards Sales India. There is no significant difference
between the mean scores of perception and expectation of the customers towards Sales India. As a
result, the store fulfils the demand of the customers as per their expectation.
Arun kumar.G and Shivashankar .K.C (2012), “Organized Retail Strategy – A Study at
Reliance Mart”. Indian retail has traditionally been an unorganized sector, where retailers lacked the
means as well as the will to develop or expand. Retail could also never enjoy the support of the Indian
consumer, who is famous for being miserly and who treats shopping as a form of leisure, enjoying the
thrill of discovering bargains and discount deals in his own time. The western attitude of splurging,
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indulging and shop-till-you-drop has slowly entered the country and led to organized retailing. The
purpose f the study is to determine the influence of selected strategies on the growth of the business.
The convenience sampling method was used and the data was collected from the reliance mart
managers. The results revealed that all the selected strategies are positively related to growth of the
business.
Dr. Meera Mathur and Sumbul Samma (2013), “A Study on Customer Relationship
Management Practices in Selected Organised Retail Stores in Udaipur City”. To understand and
identify the Customer Relationship Management Practices followed by the retail stores. The research
methodology adopted in CRM in retail is a descriptive research technique taking 30 organized retail
stores as the sample population and sample size. The sampling technique used in the survey is non -
probabilistic judgmental sampling using a structured questionnaire, interviews and observation
methods to collect data from the customers. The management of the retail store should give a personal
touch to the customers. It will encourage the customers to make frequent visit to the retail store. It
also helps in building personal relationship with the customers leading to the higher level of the
customer loyalty.
N.Durga Prasad and M.Srinivasa Rao (2013), “A Study On Organized Retailing And Its
Challenges And Retail Customer Services”. To know the major players of organized retailers and
customer services provided by the retailers. Retailing provides an important link between producer
and consumer in modern economy. Retail in India is most dynamic industry and represents a huge
opportunity for domestic and international retailers. Modern retailing is not a problem to traditional
stores as most of the consumers said that they never stopped visiting kirana stores. They strongly
agreed on coexistence of both is required. Their frequency of going to kirana store is reduced. Modern
retailing has miles to go in India. The growth of modern formats has been much slower in India as
compared to other countries and the development of this sector is depends on the presence of
regulatory and structural constraints..
Ishwar Kumar, Ruchi Garg, and Zillur Rahman (2013), “Influence of Retail Atmospherics on
Customer Value in an Emerging Market Condition”. This study examines the cognitive influences
of atmospherics on customer value, store image, and patronage intentions in an emerging market
condition. Retail store visuals have the capacity to transcend the boundary between external worlds
and what is happening inside us. The customers in an emerging market such as India reported
discrepancies between value experienced and expected value (hedonic and utilitarian) due to
ambiguity in the role of factors in creating appropriate state of arousal (emotional appeal). The study
is successful in correlating customer value with retail environment.
C.N. Krishna Naik and Swapna Bhargavi Gantasala (2010), “Service Quality (Servqual) and its
Effect on Customer Satisfaction in Retailing”. Research has always been concentrated in measuring
Customer Satisfaction or servqual for customer services. What most researchers agree and have a
consensus on is that servqual being a crucial element in Customer Satisfaction even when the offering
involved a combination of a product and service. The current study aims at measuring the influences
of servqual in Retailing with Customer Satisfaction taken as the effective outcome measure. Every
marketing effort is directed to be customer focused and hence it is imperative that retailing strategy or
servqual initiatives result in higher customer satisfaction. Customers reported highest satisfaction for
promptness and speed of service along with accuracy of transactions at cash counters. They were also
satisfied with the processing of transactions and efforts to expedite processing whenever the traffic at
the counters increased. The lowest satisfaction levels were reported at the willingness of staff to assist
customers in accessing facilities, assortments, information on products, stock positions etc.
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ANALYSIS AND INTERPRETATION
PERCENTAGE ANALYSIS
PURCHASE IN RELIANCE TRENDS
The table classifies the Products purchased in Reliance trends namely Sunglass, Blazers, Shirt
&pants, Casual shirt, Jeans, T-shirt and Others.
TABLE NO - 1
PURCHASE IN RELIANCE TRENDS
Purchase in Reliance
Trends Number of Respondents Percentage
Sunglass 5 17
Blazers 1 3
Shirt &pants 8 26
Casual shirt 2 7
Jeans 5 17
T-shirt 7 23
Others 2 7
Total 30 100
CHART NO - 1
OPINION ON PURCHASE PARAMETER OF RELIANCE TRENDS
The table classifies the respondents opinion on purchase of Products from Reliance trends.
The Classifications are Excellent, Good, Fair and Poor.
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TABLE NO - 2
OPINION ON PURCHASE PARAMETER OF RELIANCE TRENDS
Opinion Excellent % Good % Fair % Poor %
Quality 7 24 5 18 1 3 0 0
Brand image 5 17 4 13 3 11 0 0
Price 4 13 4 13 4 13 2 7
Marketing 3 10 4 13 4 13 2 7
Size 3 10 4 13 4 13 4 13
Discount &offer 3 10 3 10 5 17 8 27
Service 3 10 3 10 4 13 4 13
Gifts/vouchers 2 6 3 10 5 17 10 33
Total 30 100 30 100 30 100 30 100
CHART NO - 2
PURCHASE IN RELIANCE FRESH
The table classifies the purchased Products namely in Reliance fresh Vegetables, Fruits,
Groceries, Dairy product, Breads, Juice and Other Products.
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TABLE NO - 3
PURCHASES IN RELIANCE FRESH
Purchase In Reliance
Fresh Number of Respondents Percentage
Vegetables 9 31
Fruits 7 23
Groceries 4 13
Dairy product 4 13
Breads 2 7
Juice 4 13
Other 0 0
Total 30 100
CHART NO - 3
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OPINION ON PURCHASE PARAMETER OF RELIANCE FRESH
The table classifies the respondents opinion on purchase of Products from Reliance fresh. The
Classifications are Excellent, Good, Fair and Poor.
TABLE NO - 4
OPINION ON PURCHASE PARAMETER OF RELIANCE FRESH
Opinion Excellent % Good % Fair % Poor %
Quality 6 20 4 13 1 3 1 3
Brand image 5 17 4 13 2 7 1 3
Price 3 10 4 13 4 13 3 10
Marketing 4 13 4 13 4 13 2 7
Size 3 11 4 13 4 13 5 17
Discounts & offer 2 6 4 13 5 17 5 17
Service 5 17 3 11 5 17 4 13
Gifts/vouchers 2 6 3 11 5 17 9 30
Total 30 100 30 100 30 100 30 100
CHART NO - 4
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PURCHASE IN RELIANCE DIGITAL
The table classifies the purchased Products namely in Reliance digital Smartphone, Laptop,
Television, Refrigerator, Washing machine and camera.
TABLE NO - 5
PURCHASES IN RELIANCE DIGITAL
Purchases In Reliance
Digital
Number of Respondents Percentage
Smart phone 11 37
Laptop 3 10
Television 7 23
Refrigerator 2 7
Washing machine 3 10
Camera 4 13
Total 30 100
CHART NO - 5
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OPINION ON PURCHASE PARAMETER OF RELIANCE DIGITAL
The table classifies the respondents opinion on purchase of Products from Reliance Digital.
The Classifications are Excellent, Good, Fair and Poor.
TABLE NO - 6
OPINION ON PURCHASE PARAMETER OF RELIANCE DIGITAL
Opinion Excellent % Good % Fair % Poor %
Quality 6 20 4 13 2 7 1 3
Brand image 5 17 4 13 3 10 1 3
Price 3 10 3 11 6 20 2 7
Marketing 3 10 4 13 3 10 5 17
Size 3 10 4 13 4 13 4 13
Discount & offer 4 13 3 11 5 17 3 11
Service 4 13 4 13 3 10 4 13
Gifts/vouchers 2 7 4 13 4 13 10 33
Total 30 100 30 100 30 100 30 100
CHART NO - 6
PURCHASE IN RELIANCE FOOT PRINT
The table classifies the purchased Products namely in Reliance Foot Print Casuals, home
wear, formal, running, sandals and comfort shoes.
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TABLE NO - 7
PURCHASES IN RELIANCE FOOT PRINT
Purchase In Reliance Foot
Print Number of Respondents Percentage
Casual 6 20
Home wear 4 13
Formal 8 27
Running 3 10
Sandals 5 17
Comfort 4 13
Total 30 100
CHART NO - 7
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OPINION ON PURCHASE PARAMETER OF RELIANCE FOOT PRINT
The table classifies the respondents opinion on purchase of Products from Reliance Foot
Print. The Classifications are Excellent, Good, Fair and Poor.
TABLE NO - 8
OPINION ON PURCHASE PARAMETER OF RELIANCE FOOT PRINT
Particular Excellent % Good % Fair % Poor %
Quality 5 17 4 13 2 7 3 10
Brand image 5 17 4 13 3 10 3 10
Price 4 13 4 13 4 13 3 10
Marketing 4 13 3 10 4 13 4 13
Size 2 7 5 18 4 13 3 10
Discount & offer 4 13 3 10 5 18 3 10
Service 4 13 3 10 4 13 5 17
Gifts/vouchers 2 7 4 13 4 13 6 20
Total 30 100 30 100 30 100 30 100
CHART NO - 8
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PURCHASE IN RELIANCE MART
The table classifies the purchased Products namely in Reliance Mart Laptop, Air conditioner,
Mobile accessories, Home & kitchen and camera.
TABLE NO - 9
PURCHASES IN RELIANCE MART
Purchases In Reliance
Mart
Number of Respondents Percentage
Laptop 4 13
Air conditioner 6 20
Mobile accessories 12 40
Home & kitchen 6 20
Camera 2 7
Total 30 100
CHART NO - 9
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OPINION ON PARAMETER PURCHASE OF RELIANCE MART
The table classifies the respondents opinion on purchase of Products from Reliance Mart. The
Classifications are Excellent, Good, Fair and Poor.
TABLE NO - 10
OPINION ON PURCHASE PARAMETER OF RELIANCE MART
Opinion Excellent % Good % Fair % Poor %
Quality 7 22 4 13 2 7 0 0
Brand image 5 16 4 13 2 7 1 5
Price 4 13 4 13 5 17 1 5
Marketing 4 13 4 13 4 14 3 10
Size 2 6 4 13 4 14 6 20
Discount & offer 3 10 4 13 4 14 4 14
Service 4 13 3 11 3 10 5 18
Gifts/vouchers 2 6 3 11 5 17 8 28
Total 30 100 30 100 30 100 30 100
CHART NO - 10
CHI – SQUARE ANALYSIS
The following hypothesis is formulated to test the significance of relation between Reliance Trend
and Purchase Opinion.
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H0 = There exist no significant association between Reliance Trend and Purchase Opinion.
TABLE NO - 11
RELIANCE TRENDS AND PURCHASE OPINION
Reliance trends Purchase Opinion
Total Excellent Good Fair Poor
Sunglass 2 2 1 0 5
Blazers 0 1 0 0 1
Formal Shirts & Pants 2 3 2 1 8
Casual Shirts 1 1 0 0 2
Jeans 1 2 1 1 5
T-shirts 3 2 1 1 7
Others 1 1 0 0 2
Total 10 12 5 3 30
Calculated x2 Value 5.534 Degree of Freedom 18 Table value Five per cent level 28.869
One per cent level 34.805
From the above analysis, it is clear that the calculated value is less than the table value null
hypothesis is accepted. Therefore concludes that there is no significant association between Reliance
Trend and Purchase Opinion.
. The following hypothesis is formulated to test the significance of relation between Reliance Fresh and
Purchase Opinion.
H0 = There exist no significant association between Reliance Fresh and Purchase Opinion.
TABLE NO - 12
RELIANCE FRESH AND PURCHASE OPINION
Reliance fresh Purchase Opinion
Total Excellent Good Fair Poor
Fresh vegetables 3 3 2 1 9
Fresh fruits 4 2 1 0 7
Groceries 1 2 1 0 4
Dairy Products 2 1 1 0 4
Breads 0 1 1 0 2
Fruit juice 1 1 2 0 4
Total 11 10 8 1 30
Calculated x2 Value 6.802 Degree of Freedom 15 Table value Five per cent level 24.996
One per cent level 30.578
From the above analysis, it is clear that the calculated value is less than the table value null
hypothesis is accepted. Therefore concludes that there is no significant association between Reliance
Fresh and Purchase Opinion..
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The following hypothesis is formulated to test the significance of relation between Reliance
Digital and Purchase Opinion.
H0 = There exist no significant association between Reliance Digital and Purchase Opinion.
TABLE NO - 13
RELIANCE DIGITAL AND PURCHASE OPINION
Reliance digital Purchase Opinion
Total Excellent Good Fair Poor
Smart phone 4 3 3 1 11
Laptops 2 1 0 0 3
Televisions 3 2 1 1 7
Refrigerator 1 1 0 0 2
Washing machine 1 1 1 0 3
Camera 2 1 1 0 4
Total 13 9 6 2 30
Calculated x2 Value 4.214 Degree of Freedom 15 Table value Five per cent level 24.996
One per cent level 30.578
From the above analysis, it is clear that the calculated value is less than the table value null
hypothesis is accepted. Therefore concludes that there is no significant association between Reliance
Digital and Purchase Opinion.
. The following hypothesis is formulated to test the significance of relation between Reliance
Foot Print and Purchase Opinion.
H0 = There exist no significant association between Reliance Foot Print and Purchase Opinion.
TABLE NO - 14
RELIANCE FOOT PRINT AND PURCHASE OPINION
Reliance foot print Purchase Opinion
Total Excellent Good Fair Poor
Casuals 3 1 1 1 6
Home wear 2 1 1 0 4
Formal 3 3 1 1 8
Running 1 1 1 0 3
Sandals 2 1 1 1 5
Comfort 1 2 1 0 4
Total 12 9 6 3 30
Calculated x2 Value 4.313 Degree of Freedom 15 Table value Five per cent level 24.996
One per cent level 30.578
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From the above analysis, it is clear that the calculated value is less than the table value null
hypothesis is accepted. Therefore concludes that there is no significant association between Reliance
Foot Print and Purchase Opinion.
The following hypothesis is formulated to test the significance of relation between Reliance
Mart and Purchase Opinion.
H0 = There exist no significant association between Reliance Mart and Purchase Opinion.
TABLE NO – 15
RELIANCE MART AND PURCHASE OPINION
Reliance mart Purchase Opinion
Total Excellent Good Fair Poor
Laptop 2 1 1 0 4
Air conditioner 2 2 1 1 6
Mobile Accessories 4 4 3 1 12
Home & Kitchen
Appliances 2 2 1 1 6
Camera 1 1 0 0 2
Total 11 10 6 3 30
Calculated x2 Value 2.447 Degree of Freedom 12 Table value Five per cent level 21.026
One per cent level 26.217
From the above analysis, it is clear that the calculated value is less than the table value null
hypothesis is accepted. Therefore concludes that there is no significant association between Reliance
Mart and Purchase Opinion.
FINDINGS
Percentage Analysis
Majority 63 (42%) respondents have no formal pattern of shopping at reliance outlet.
Majority 79 (52.8%) respondents are shopping at all the Reliance outlets.
Maximum 59 (39.4%) respondents have aware by themselves on reliance outlet.
Chi – Square Test
Therefore concludes that there is no significant association between Reliance Trend and
Purchase Opinion. Hence, Null hypothesis is accepted.
Therefore concludes that there is no significant association between Reliance Fresh and
Purchase Opinion. Hence, Null hypothesis is accepted.
Therefore concludes that there is no significant association between Reliance Digital and
Purchase Opinion. Hence, Null hypothesis is accepted.
Therefore concludes that there is no significant association between Reliance Foot Print and
Purchase Opinion. Hence, Null hypothesis is accepted.
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Therefore concludes that there is no significant association between Reliance Mart and
Purchase Opinion. Hence, Null hypothesis is accepted.
SUGGESTION
Promotion scheme should in such way that customer can understand easily. Service of store
should be providing in such way which full the need of the customer. The price of the product
can be still lowered. The overall value of the products should be improved. It is suggested to
the management to appoint more number of skilled sales persons in order to attract customers.
It is recommended to the management to make the billing procedure more convenient.
Proper parking facilities should be there, and parking should be made free for the regular
customers/ heavy purchasers. Such people may be issued a parking card, with free earmarked
parking. Retail outlets can further appeal to the female customers by offering more products,
especially for women. They can provide a shopping experience that women are particularly
attracted to. In this way, retail chains can expand their customer base as the retail outlets have
a large base of potential customers.
CONCLUSION
The study lists the various factors in terms of their importance for the customer‘s satisfaction
while buying a particular brand of the products from a retailer and also highlights the reasons which
cause fluctuations in the demand. India‘s consumers are more responsive to brands that offer strong
user images benefits. Consumers are also more price conscious price makes a tremendous impact in
any market. Consumers are also attracted by celebrity advertisements. Here advertisement creates a
major role in influencing a consumer to choose a brand.
Retailing today is not only about selling at the shop but also about surveying the market
offering choices and experience to customer at competitive prices and retaining them as well. The
customers are very much willful to purchase the goods from Reliance Outlet but they expect some
new things from them. They could develop the marketing by offering the customer‘s expectations as
customers are real assets of the business.
REFERENCE
N. Bhuvana Devi (2013), ―A Study On Customer Satisfaction At Reliance Fresh, Chennai‖.
Dr. Rajkumar and Miss Priyanka (2012), ―Service Quality Dimensions and Behavioral
Intentions of Reliance Fresh‖.
Ram Mohan (2008), ―To Identify the Factors Impacting Customer Satisfaction in Food Retail
Supermarkets‖.
Sushi kumar and Niraj Mishra (2013), ―Retail Stores‘ Attributes Influence Customer
Satisfaction‖.
Bhagwan Singh, Dr. Anjaney and K. Pandey (2013), ―Study on Trends In Retail Practices
And Their Impact on Traditional Retailing In India‖.
Ms. Pratima Shukla and Dr. Kishor Barad (2010), ―A Study of Customer Loyalty and
Satisfaction towards Sales India‖.
Arun kumar.G and Shivashankar .K.C (2012), ―Organized Retail Strategy – A Study at
Reliance Mart‖.
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INTERCONTINENTAL JOURNAL OF MARKETING RESEARCH REVIEWISSN:2321-0346 - ONLINE ISSN:2347-1670 - PRINT -IMPACT FACTOR :0.882VOLUME 3, ISSUE 2, FEBRUARY 2015
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