project on lifestyle

AS STUDY ON CUSTOMER SATISFACTION TOWARDS LIFESTYLE

INTRODUCTION:

DEFINITION OF CUSTOMER

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

recollection-

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

dependant on us ,we are dependant on him .He is not dependant on us, we

are dependant on him. He is not an outsider on our business. He is a part

of it .We are not doing a favor by serving him, he is doing us a favor by

giving us an opportunity to do so.”

According to Peter Drucker.

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

Implied in his words and his work, is the importance of keeping those

same customers and of growing the depth of their relationship with them.

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

Without a customer, there is no purpose to a business. Hence there is a

direct relationship between number of customers to the profits of the

concern .Large number of customers bring larger profits.

BALDWIN METHODIST COLLEGE 1


RETAILING

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

use. Restaurants, supermarkets, banks, mail-order catalogs are all retailers

.Retailing is the final link in the marketing channel bringing products and

services from the producers and providers to consumers Retailing is

important because it creates economic utility, it helps manufacturers

reach consumers, and it makes a significant contribution to the economy

Producers rely on retailers to offer the right products at the right place.

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

one of the most dynamic and challenging areas in marketing. The demand

for time saving services continues to grow, making services retailing one

of the hottest marketing trends from the 1990’s.

THE EVOLUTION OF RETAILING

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

the first Department store was opened in Paris starting the era of mass

consumption. Mass Production and consumption rationalized and

industrialized shopping .The development of department stores meant

major transforms in the landscape of cities. Commercial activities moved

from public streets to privately owned buildings. Department stores

changed the concept of shopping and liberated people to enjoy it.

Understanding the categories is very important because successful

strategies and tactics vary from one type or retailer to the next, and

knowing what kind of store is to be run is the first step in designing the

marketing programs.



DEFINITION OF SHOPPING MALL

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

adaptation of the historical market place. The mall is a collection of

independent retail stores, services, and a parking area, which is

conceived, constructed and maintained by a separate management firm as

a unit. They may also contain restaurants, banks, professional offices,

services stations etc.

ADVANTAGES OF SHOPPING MALLS:

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

shopping mall rather than individual shops. Shopping malls are

advantageous in the following ways:

One-stop-shop or convenience:

Brand proliferation, traffic congestion and busy lifestyles are trends that

make shopping malls offerings appealing to the consumer. These

shopping malls give the consumer better choices, as they are normally

multi-branded outlets.

Ambience or experience:

With the increasing competition and restricted time limit, the customers

want to combine their shopping with entertainment. The shopping malls

have very attractive and relaxing ambience that serves both the purposes

to the customers.



Price:

The shopping malls offer its customers value -added incentives such as a

pleasant shopping experience, etc at the same price that the small shops

offer.

Service:

The shopping malls provide its customers with a lot of services such as

alterations, guarantees for certain products etc. The customers are also

offered various incentives such as membership cards on which the

customers get certain amount of points on every purchase and they could

redeem these points after a certain period.

INDIAN SCENARIO

The Indian consumer initially accepted everything that was offered to

them. But form the 90’s the trend changed and the market became more

consumer driven Consumers became more specific about what they

wanted and did not pick up anything and everything that was given to

them .In short, they became very choosy and needed alternatives to

choose from .These in turn made the Indian consumers more

knowledgeable about the products and facilities and have now become

tough critics, savvy purchasers, value driven spenders and practical

thinkers when it comes to shopping. The demand for their time at work

and home has made the consumers extremely selective about how they

would spend their limited time on shopping.

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

under one single roof and the concept of shopping malls started taking

shape in India. Though the concept of shopping malls came from the



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

and preferences. Shoppers’ stop was the 1st shopping mall to start in

India. It was promoted by Mr .K .Raheja, a prominent Mumbai- based

builder ,opened the 1st outlet in Andheri ,Mumbai in 1991.Initially it

undergo a fair share of growing pains ,but slowly it caught on and has

now been very well accepted by the masses.

In Bangalore ,the first shopping mall which was started was called Little

Woods International .Later it was taken over by the Tata Group and was

renamed ‘Westside’. The second shopping mall to have started in

Bangalore was Shoppers’ Stop and Lifestyle followed this trend. Though

Westside was the first of its king to start operating in Bangalore, it took

time to establish itself and be accepted by the masses. There are many

reasons that could justify this:

Westside started a new trend in shopping and people were not used

to such kind of concept in shopping.

There were a lot of false perceptions in the minds of the people

about shopping in these shopping malls.

Shoppers’ Stop was the 2nd shopping mall to start operating in Bangalore.

It had already established itself in Mumbai and Delhi before venturing

into Bangalore .It had good marketing strategy and was accepted by the

customers in a relatively short span of time.

Bombay Store is another shopping mall that started in the city. The

Mumbai based store, with two branches in Mumbai and Pune, is now

spreading its branches southwards.



RESEARCH DESIGN

2.1 TITLE OF THE STUDY

“AS STUDY ON CUSTOMER SATISFACTION TOWARDS

LIFESTYLE”

2.2 STATEMENT OF THE PROBLEM

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

towards lifestyle” The aim of the organisation is to give good quality

products to the customers and maintaining good relation with them. The

quality of products at lifestyle is found good compare to other players. It

wants to increase its market share by retaining its loyal customers and

attracting new one.

The information generated by the study will help in making better

decisions. The study is confined in Bangalore city only. The study

attempts to determine the various factors and levels of satisfaction of the

customers.

Now days, new organisations are coming to the business line, so the

competitions among these companies tend to be more complicated. Hence



the necessity of information becomes more essential for the companies

decision-making to cope with the market changes.

To frame effective marketing strategies, lifestyle should have better

knowledge of the market environment, since the customer satisfaction

plays a vital role in the market.

2.3 OBJECTIVE OF THE STUDY

To study the shopping habits of the consumers.

To know the perception of the consumers towards shopping Malls.

To study the reasons for preferring Lifestyle.

To make suggestions based on the findings.

2.4 FIELD OF THE STUDY

This study has done in the city of Bangalore. The study has done at the

LIFE STYLE over a period of one month. The materials are collected

from the customers in the organisation on the request for it. The data is

collected from the customers in the form of questioner.



2.5 SCOPE OF THE STUDY

This study focuses on how and why customer make decisions on goods

and services. Consumer behavior and research goes for beyond the

decision consumer make about products they buy and their subsequent

evaluations of this products.

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

to many reasons, such as poor quality too much of cost, which would

effect the influence of an existing customers towards potential consumers.

If the customer is not satisfied with the products and services, the

organisation cannot work properly. If the organisation cannot work

properly then the organisation will start to struggle for its survival.

To overcome the dissatisfaction the organisation has to conduct a study

focusing on the behavior of the consumers. If the customer is satisfied

with the products and services he or she will come again and again for

purchasing, which in turn increase the sales of the organisation and can

stay in the business for long time.

2.6 RESEARCH INSTRUMENTS

The study undertaken involves the collection of consumer opinion. This

calls for a systematic collection of consumer opinions or data which



makes the survey method. The most ideal for this reason study of market

was done by survey method.

All the studies need primary and secondary data.

So, sufficient amount of these two data was collected.

DATA COLLECTION

Primary data was the data collected for a specific purpose or for a specific

research projects. Primary data can be collected in fine ways, observation

focus groups, surveys, behavioral data and experiments.

The primary data was collected through field survey using a

questionnaire. A questionnaire consists of a set of questions based on the

needed information, presented to respondents for their answers. The

answers collected in the orderly manner will form the primary data.

Research usually, their investigations is done by examining secondary

data to see whether their problems can be partly or wholly solved without

collecting costly data. Secondary data are data that were collected for

another purpose and already exist somewhere.

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

were taken to collect data regarding the topic.

SAMPLING

Sampling draws an inference about population. The values obtain from

the study of samples or collected parameters.



METHODS OF SAMPLING

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

1. Random sampling method

2. Non random sampling methods

SAMPLE SIZE

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

purpose of study. The respondents were selected at random.

SAMPLING TECHNIQUE ADOPTED

Convient Random Sampling.

SOURCE OF DATA

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

important steps for any study whether it is related to business,

management economic or natural sciences. Collection of data refers to

systematic recording of results either by counting or by enumeration. The

entire structure of statistical analysis for any enquiry is based on



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

data.

Primary Data

Secondary Data

Secondary data consist of information that already consists; some were

having been collected for another product.

PRIMARY DATA

A mix of questionnaire and direct interview method was used as a tool for

gathered primary data.

Direct personal interview

Indirect personal interview

Mailed questionnaire method

ADVANTAGES OF PRIMARY DATA

Provides highly accurate and reliable data.

It makes available to investigators supplementary information,

which helps in the interpretation of results.

SECONDARY DATA

Secondary Data is form of compilation of existing or already published

data. The collection of Secondary Data the money and time is relatively

less cost. Keeping in mind purpose for which it is collected where as



Secondary Data May or may not suit the purpose usually collects primary

Data.

2.7 LIMITATIONS

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

forced me to limit my area of study. Because of this, I was not able

to take a sample size that would have added more value to the

conclusions drawn by me.

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

a wide area for the collection of data.

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

c) Language: The inability to speak the local language was the

biggest problem that I had to cope with during the course of this

project.

Some responsible show unwillingness to fill the questionnaires

Some respondent gave two prefer hence instead of taking one

option. Therefore the time of analysis, the actual results were

affected.



2.8 CHAPTER SCHEME

CHAPTER 1: INTRODUCTION.

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

CHAPTER 2: RESEARCH DESIGN

In this chapter it consist of the following,

Title of the study, Statement of problem, Objectives of the study, Field of

the study, Scope of study, Research instruments, Sample design, Sample

size, Sampling technique adopted, Limitations.

CHAPTER 3: PROFILE.

It gives a brief note on the life style, various types of products and

assistance and its new expansion programs with a detail note on its

functions.

CHAPTER 4: DATA ANALYSIS & INTERPRETATION.

This chapter consists of the data to be analyzed. Each data has been

analyzed according to its importance. The analysis will be interpreted in

graphs



CHAPTER 5: SUMMARY OF FINDING, CONCLUSION

It deals with specific summary of findings and conclusions to objectives

of the project work.

CHAPTER 6: RECOMMENDATIONS AND SUGGESTIONS:

In this chapter, my recommendations and suggestions to the company are

found.

CHAPTER 7: APPENDICES AND ANNEXURES

Here, the copy of the questionnaire and other useful material collected

from the company are annexed.

CHAPTER 8: BIBLOGRAPHY

This shows the references and the other material which is used for

completing this project.



COMPANY PROFILE

3.1 INTRODUCTION TO COMPANY:

Lifestyle International (P) Limited was incorporated in India in 1988 by

the Landmark Group , Dubai .The Landmark Group started about 25

years ago with a single Lifestyle store and over the years has expanded to

170 stores They have a strong presence in the Gulf ,Middle East and

Cyprus ,and have already made a mark for themselves in India .The first

of their stores in India opened in Chennai in 1998,followed by one in

Hyderabad from July 2001.Lifestyle in India has already invested Rs.40

crore and plans an additional investment of Rs.100 crore in the next two

years by setting up two more stores.

They are expecting a turnover of rupees 12 to 13 lakh a day, which adds

up to rupees 43 to 45 crore a year .They expect 50-60 % of their shoppers

to fall in the category of the people with high disposable incomes with an

attitude to shop at a drop of a hat.

In Bangalore it offers a shopping experience on a massive 42,000 square

feet floor space ,spread over two floors at the Richmond-Victoria road

junction. It comes with the promise of a trendy young Lifestyle store for

those who desire to live well, while offering exceptional value for money.

The main reason why they opened their outlet in Bangalore was because,



it is a cosmopolitan city, with its high disposable incomes, good presence

of multinational brands, effective reach of media and improved lifestyles.

India’s total retail market is estimated at Rs. 9,300 billion of which

organised retailing is at Rs. 300 billion and it is expected to grow at a

compounded rate of 30% over the next 5 years. The figures are indicative

of the tremendous growth and buoyancy there is in the Indian retail

sector. This in turn has enhanced the scope and value of the industry and

made it a very attractive one for prospective employees.

The retail industry in India is currently estimated to employ nearly 15%

of educated Indian adults with the potential to employ over 2 million in

the next 4-5 years. The sudden spurt in the Indian retail sector has

provided a major boost to career prospects and opportunities in this

promising industry.

The interesting trend is that jobs are opening up across the entry as well

as senior levels. Jobs are also opening up across functions from front

sales to store management to retail management, visual merchandising,

supply chain distribution, warehouse management and design.

Come and explore a host of exciting career opportunities at Lifestyle, a

leading retailer in India-

The Lifestyle Store in Bangalore as elsewhere is India brings together

five Concept stores under one roof, thereby offering a convenient one-

stop shop for customers.



The five concept stores are :

Baby shop

An extensive collection of children’s wear toys, infant basics and nursery

furniture.

Splash

Formal, casual, western and Indian fashion garments for men and women.

Shoe mart: bring together the biggest collection for shoes in the city for

men, women and children.

Shoe mart

Bring together the biggest collection for shoes in the city for men, women

and children. The latest models, elegant designs, an enticing range -

Lifestyle's Footwear section houses an extensive variety of brands to

choose from.

Rooted in the belief that 'feet have feeling', our range of footwear is in

step with what's happening in the fashion capitals of the world. Apt for

making a fashion statement, the collection in this section will sweep

anybody off his or her feet. Equally alluring is Lifestyle's fine selection of

travel accessories. Housing a diverse range of stylish hand bags and

classy luggage, this section of Lifestyle is a dream come true for the

modern, trendy traveller.



Home center

With a collection of household products and accessories like linen and

furnishings, glassware, crockery, cutlery and furniture.

Home Centre by Lifestyle is a one-stop destination for furniture, home

ware and home furnishings that epitomises elegance, luxury and

individuality. Home Centre houses a wide range of contemporary and

classic furniture, linen as well as other home accessories, thus providing

customers affordable complete home solutions.

Home Sweet Home is a truism proven true by Lifestyle’s Home section.

Accommodated with end-to-end solutions in home ware, gifts, furniture

and furnishings from across the world, our Home range includes

everything you'll need to furnish your dream home. Step inside and

discover a whole new world of lamps, carpets, curtains, rugs, table linen,

bed linen, glassware, crockery, cutlery, cookware, furniture and even

artificial plants, trees and flowers.

Lifestyle

With beauty and health products like perfumes and cosmetics, fashion

accessories and gifts. An alluring combination of romance, endurance and

infinite beauty, this section is more about feeling beautiful than looking

beautiful. The selection of natural, aromatherapy and bath products in a

range of colours and fragrances is unique and very exotic.

Besides stocking well established Indian and international brands, the

Lifestyle store also stocks its own in-house labels in each Concept store.



Besides Lifestyle has a tie-up with Music World to manage and operate

Music department within the store.

For shoppers looking for a quick break during shopping, Lifestyle offers a

range of exotic coffees and snacks through Qwicky’s Coffee Island.

“We are able to leverage our experience in the industry and our extensive

network to source some exclusive imported merchandise and offer it to

our consumers at prices that are competitive,” says Mr. V. Murlidharan,

Vice President, Operations, Lifestyle (India).Glassware from Spain,

crockery from U.K and SriLanka., teen-fashions from China and

Thailand,are some of the international products that are available at the

Lifestyle store in Bangalore. Adding to the entire retail experience, is the

ambient lighting and modular fittings sourced from all over the world and

designed by the Landmark Groups’ in-house architects based in

Dubai.The store already has most things going for it .Both Chennai and

Hyderabad have received the store very well. It is already popular among

the traveling professionals both in India and abroad .So eventually….It’s

the choice of a lifestyle now for the city’s shoppers !!!!

3.2 OUR MISSION:-

Carefully listen. Constantly adapt. Always deliver.

The mission statement of the organisation is to develop as an organisation

which sells the best products at the best price. The mission statement is

an enduring statement of purpose that distinguishes one business from

another similar firm. A mission statement identifies the scope of a firm’s

operations in product and market terms. The main advantage of the

organisation is to sell the best products at the best price.



3.3 OUR VISSION:-

To become the leading retail group in the Middle East and India,

maintaining our constant growth through our core, value and international

brand business.

The vision statement of an organisation is statement of its future that is,

where the organisation needs to be headed. It presents the values,

philosophies and aspirations that guide organisational action. The vision

statement of the organisation is to go internationally and merge with

another international organisation which operates in the same line so that

the company can access the international market with less risk. This will

give a huge profit to the company as the company is facing huge risks in

the international market.

3.4 CORE VALUE

Customer satisfaction The main aim of our business is to satisfy our customers. The customers

will get the best products at the best price that’s we guarantee. As the

customer gets satisfied he/she will come again and again for purchasing.

Customers are the king without customers no business can live, so it’s the

duty of every business man to satisfy the customer to stay in the business.



Target customer

A customer was someone who frequented a particular shop, who made it

a habit to purchase goods of the sort the shop sold their rather than

elsewhere, and with whom the shopkeeper had to maintain a relationship

to keep his or her "custom," meaning expected purchases in the future.

The slogans "the customer is king" or "the customer is god" or "the

customer is always right". The target customers for our business are the

people who have an average income. Those people can save that money

and can use in some other purpose.



DATA ANALYSIS AND INTERPRETATIONS

Table No.1:- Showing rating for the ‘Arrangement of

products’

Factors No of Respondents Percentage

Very good 48 48%

Good 31 31%

Average 18 18%

Poor 3 3%

Total 100 100%

Analysis

The above table clearly states that 48% of the respondents rated that the

arrangement of products in the store is very good ,while 31% rated that it

is good,18% of the respondents rated that the arrangement is average and

3% feel that it is poor.



Graph No.1:- Showing rating for the ‘Arrangement of

products’

Inference

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

show good arrangement of product.



Table No.2:- Showing the importance of Brand Name while

shopping


Low 27 27%

High 40 40%

Moderate 13 13%

Average 20 20%

Total 100 100%

Analysis

The above table clearly shows that 27% of the respondents rated that

brand name while shopping is low, 40% rated that it is highly important,

13% rated that it is moderately important, 20% rated that it is average.



Graph No.2:- Showing the importance of Brand Name while

shopping

Inference

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

rated brand name is high.



Table No.3:- Showing, whether the customers are satisfied

with the services provided by the LIFESTYLE


Yes 95 95%

No 5 5%

Total 100 100%

Analysis

The above table clearly shows that 95% of the customers are satisfied

with the services provided by the LIFESTYLE. The remaining 5% are not

satisfied with the services provided.



Graph No.3:- Showing whether the customers are satisfied

with the services provided by the LIFESTYLE

Inference

From the above graph, it is inferred that the majority of the respondents

are satisfied with the service provide by the LIFESTYLE.



Table No.4:- Showing the response of the customers

whether they feel good ambience prevail, while entering the

LIFESTYLE.


Yes 88 88%

No 12 12%

Total 100 100%

Analysis

The above table clearly shows that 88% of the customers rated ambience

while entering the LIFESTYLE. Remaining 12% rated no to the

ambience of LIFESTYLE.



Graph No.4:- Showing the response of the customers whether

they feel good ambience prevail, while entering the

LIFESTYLE.

Inference

Graph shows majority of the respondents of LIFESTYLE feel good

ambience prevail, while entering the LIFESTYLE.



Table No.5:- Showing the response of the customers whether

they are satisfied with the ‘Parking facility’


Yes 80 80%

No 20 20%

Total 100 100%

Analysis

The above table clearly shows that 80% of the customers are satisfied

with the parking facility in the LIFESTYLE. The remaining 20% are not

satisfied with the parking facility.



Graph No.5:- Showing the response of the customers

whether they are satisfied with the ‘Parking facility’

Inference

From the above graph, it is inferred that the majority of the respondents

are satisfied with the parking facility providing by the LIFESTYLE.



Table No.6:- Showing the Response for ‘Discount offer’

while shopping


Excellent 52 52%

Good 29 29%

Average 13 13%

Poor 6 6%

Total 100 100%

Analysis

The above table clearly states that 52% of the customers of

‘LIFESTYLE’ find Excellent Discount offer, 29% find good Discount

offer, 13% find Average Discount offer, while 6% find Poor Discount

offer.



Graph No.6:- Showing the Response for ‘Discount offer’

while shopping

Inference

From the above graph, it is inferred that the majority of respondents feel

that discounts offered is Excellent.



Table No.7:- Showing the importance of ‘quality’ of

LIFESTYLE products.


Very good 71 71%

Good 26 26%

Average 3 3%

Poor 0 0%

Total 100 100%

Analysis

The above table clearly states that 71% of the respondents feel that

quality plays a very good role while shopping for a product, 26% feel that

it is good,3% feel it as average.



Graph No.7:- Showing the importance of ‘quality’ of

LIFESTYLE products.

Inference

This implies that the majority of the customers of ‘LIFESTYLE’ rated

quality of products is very good.



Table No.8:- Showing whether the customer get the proper

information from ‘Reception counter’ in LIFESTYLE.

Factors No of Respondents percentage

Yes 97 97%

No 3 3%

Total 100 100%

Analysis

The above table clearly states that 97% of the customers in

‘LIFESTYLE’ get proper information from the reception counter, 3% of

the customers in ‘LIFESTYLE’ didn’t get proper information from the

reception counter.



Graph No.8:- Showing whether the customer get the proper

information from ‘Reception counter’ in LIFESTYLE.

Inference

From the above graph, it is inferred that the majority of respondents are

getting proper information from reception counter.



Table No.9:- Showing the rating for ‘price’ while shopping.


Very expensive 16 16%

Expensive 39 39%

Affordable 35 35%

Less expensive 10 10%

Total 100 100%

Analysis

The above table clearly states that 16% of the customers in

‘LIFESTYLE’ find Very expensive, 39% find it to be Expensive, 35%

find it to be Affordable, while 10% find it to be Less expensive.



Graph No.9:- Showing the rating for ‘price’ while shopping.

Inference


price level to be expensive.



Table No.10:- Showing the first impression when the

customer enter in to LIFESTYLE.


Amazed 53 53%

Satisfied 24 24%

Dull 11 11%

Nothing Special 12 12%

Total 100 100%

Analysis

The 53% of the customers of ‘LIFESTYLE’ are Amazed while entering

in to LIFESTYLE. 24% of customers feel satisfied while entering to

LIFESTYLE. 11% of customers feel a dull effect while entering in to

LIFESTYLE. 12% of customers does not feel anything while entering in

to LIFESTYLE.



Graph No.10:- Showing the first impression when the

customer enter in to LIFESTYLE.

Inference

This implies that the majority of the respondents are amazed with

LIFESTYLE.



Table No.11:- Showing the satisfaction level towards the

products in LIFESTYLE


Highly Satisfied 70 70%

Satisfied 20 20%

Dissatisfied 10 10%

Total 100 100%

Analysis

The above table clearly shows that 70% of the respondents are highly

satisfied with the products in LIFESTYLE. 20% of the respondents are

satisfied with the products in LIFESTYLE. 10% of the respondents are

dissatisfied with the products in LIFESTYLE.



Graph No.11:- Showing the satisfaction level towards the

products in LIFESTYLE.

Inference

This implies that the majority of the customers satisfaction level towards

products in LIFESTYLE are highly satisfied.



Table No.12:- Showing whether the employees at

LIFESTYLE require training.


Yes 63 63%

No 37 37%

Total 100 100%

Analysis

The above table clearly states that 63% of the respondents find the

employees at LIFESTYLE don’t require training. 37% of the respondents

find the employees at LIFESTYLE require training.



Graph No.12:- Showing whether the employees at

LIFESTYLE require training.

Inference

It can be inferred that the majority of the customers of LIFESTYLE rated

that the employees require training.



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

by the employees in the LIFESTYLE.


Communication 36 36%

Attitude 34 34%

Interpersonal relation 30 30%

Total 100 100%

Analysis

The above table clearly states that 36% of the respondents find

Communication to be improved, 34% of the respondents find Attitude of

the employees to be improved, and 30% of the respondents find

Interpersonal relation to be improved.



Graph No.13:- Showing the factors that have to be improved

by the employees in the LIFESTYLE.

Inference

This implies that the majority of the employees need training to improve

communication skills.



Table No.14:- Showing the rating for the security level in

LIFESTYLE.


Excellent 50 50%

Good 32 32%

Average 13 13%

Poor 5 5%

Total 100 100%

Analysis

The above table clearly indicates that 50% of the respondents rated as

excellent. 32% of the respondents rated as good. 13% of the respondents

rated as average. 5% of the respondents rated as poor.



Graph No.14:- Showing the rating for the security level in

LIFESTYLE.

Inference


rated for excellent security.



Table No.15:- Showing whether the salesmen help you to

select the product.


Yes 72 72%

No 28 28%

Total 100 100%

Analysis

The above table clearly states that 72% of the respondents state that the

salesmen helped them to select the product and 28% of the respondents

state that the salesmen was not helpful for them to select the products.



Graph No.15:- Showing whether the salesmen help you to

select the product.

Inference

This implies that the majority of the respondents state that the

Salesmen helped them to select the product



Table No.16:- Showing whether the customers come across

LIFESTYLE advertisement.


Yes 63 63%

No 37 37%

Total 100 100%

Analysis

The above table clearly states that 63% of the respondents came across

with LIFESTYLE advertisement. 37% of the respondents did not come

across with LIFESTYLE advertisement.



Graph No.16:- Showing whether the customer come across

LIFESTYLE advertisement.

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.


Very good 46 46%

Good 42 42%

Average 12 12%

Poor - -

Total 100 100%

Analysis

The above table shows 46% of the respondents rated it as very good, 42%

of the respondents rated it as good, 12% of the respondents rated it as

average.



Graph No.17:- Showing rating for the collection of products

in LIFESTYLE.

Inference


collection of products is very good.



Table No.18:- Showing the whether the customer gets the

refund for the damaged products.


Yes 94 94%

No 6 6%

Total 100 100%

Analysis

The above table shows that 94% of the respondents get the refund for the

damaged products. 6% of the respondents did not get refund for the

damaged products.



Graph No.18:- Showing the whether the customer gets the

refund for the damaged products.

Inference

This implies that majority of the respondents gets the refund for the

damaged products.



Table No.19:- Showing whether the customer gets the

replace for the damaged products.


Yes 97 97%

No 3 3%

Total 100 100%

Analysis

The above table shows that 97% of the respondents gets the replacement

for the damaged products. 3% of the respondents didn’t get replacement

for the damaged products.



Graph No.19:- Showing whether the customer gets the

replace for the damaged products.

Inference

This implies that majority of the respondents gets the replace

for the damaged products.



Table No.20:- Showing how likely you to recommend

LIFESTYLE to their friends & relatives.


Yes 75 75%

No 25 25%

Total 100 100%

Analysis

The above table shows that 75% of the respondents are likely to

recommend lifestyle to their friends or relatives. 25% of the respondents

are not likely to recommend lifestyle to their friends and relatives.



Graph No.20:- Showing how likely you to recommend

LIFESTYLE to their friends & relatives.

Inference

This implies that majority of the respondents are likely to recommend

lifestyle to their friends and relatives



Table No.21:- Showing how often the customer visit

LIFESTYLE.


Frequently 74 74%

Occasionally 20 20%

Rarely 6 6%

Total 100 100%

Analysis

The above table shows that 74% of the respondents state that they visit

LIFESTYLE Frequently, 20 of the respondents visit LIFESTYKE

Occasionally, 6% of the respondents visit LIFESTYLE Rarely.



Graph No.21:- Showing how often the customer visit

LIFESTYLE.

Inference

This implies that majority of the respondents state that they visit

LIFESTYLE frequently.



Table No.22:- Showing whether the customer is satisfied

with the packing facility in LIFESTYLE.


Yes 84 84%

No 16 16%

Total 100 100%

Analysis

The above table shows that 84% of the respondents are satisfied with the

packing facility in LIFESTYLE. 16% of the respondents are not satisfied




Graph No.22:- Showing whether the customer is satisfied


Inference

This implies that majority of the respondents are satisfied with the

packing facility in LIFESTYLE.



Table No.23:- Showing the rating for the Interior design.


Very good 46 46%

Good 42 42%

Average 10 10%

Poor 2 2%

Total 100 100%

Analysis

The above table shows that 46% of the respondents rated the interior

design as very good. 42% of the respondents rated the interior design as

good. 10% of the respondents rated the interior design as average. 2% of

the respondents rated the interior design as poor.



Graph No.23:- Showing the rating for the Interior design.

Inference

This implies that majority of the respondents are rated as very good.



Table No.24:- Showing whether the customer finds lifestyle

clean and hygienic.


Yes 84 84%

No 16 16%

Total 100 100%

Analysis

The above table shows that 84% of the respondents find that lifestyle is

clean and hygienic. 16% of the respondents find that lifestyle is unclean

and unhygienic.



Graph No.24:- Showing whether the customer finds lifestyle

clean and hygienic.

Inference


stated that the LIFESTYLE is clean and hygienic.



Table No.25:- Showing rating for the collection of brands in

LIFESTYLE.


Very good 63 63%

Good 21 21%

Average 10 10%

Poor 6 6%

Total 100 100%

Analysis

The above table shows 63% of the respondents rate it as very good, 21%

of the respondents rate it as good, 10% of the respondents rate it as

average 2% of the respondents rated the collection of brands as poor.



Graph No.25:- Showing rating for the collection of brands in

LIFESTYLE.

Inference


collection of brands is very good.



SUMMARY OF FINDINGS AND CONCLUSION

5.1 SUMMARY OF FINDINGS

1. PROFILE OF RESPONDENTS:

The customers of “LIFESTYLE” are young women, mostly married

and the majority of them belong to the category of ‘home-makers’.

Although a majority of the customers also belong to the ‘student’

category.

2. ATTITUDE AND PERCEPTIONS OF RESPONDENTS TOWARDS THE MALL:

Though “LIFESTYLE” has received a positive response from its

customers, there are certain areas where there is scope for

improvement .The parking facility gets a little scarce especially during

the season of discounts and sale .The changing rooms also seem to be

in shortage during the sale season .These two aspects have to be taken

into consideration where discounts or sale are concerned, especially as

“LIFESTYLE” is the most popular among this category of malls .The

standard of the beverages offered at “Quicky’s” ,a coffee bar can be

bettered. The cresh with baby-sitters, is of great help to the young

mothers who come shopping .The ambience is very much liked by the



customers .The varieties offered under one roof has made it very

convenient for the customers to do ‘1 stop shop’. The customers also

feel the necessity for wash rooms to be provided amply .Seating

arrangements outside the changing rooms would be of great

convenience to the customers in wait.

3. ATTITUDE OF THE CUSTOMERS TOWARDS THE

OFFERS OF THE MALL:The analysis proves that offers like Discounts does affect the buying

behavior .However ,the customers feel strongly about the employee

services provided during the sale season due to the rush .They also

feel that the arrangement of products during sales should be bettered

for higher convenience. The membership card for the Gold-Circle has

also enhanced the morale of the member consumers as they enter the

mall.

4. AFTER SALE SERVICES:After sale services like Exchanges and compensation for

faulty ,defective products are rated as good by the malls’ customers.

5. PACKAGE AND PRESENTATION:The packages of products before sale are attractive. The carry bags

provided could be brighter to attract attention, adding higher prestige

to its holders. Presentations of the products are on par with its

competitors.



6. ARRANGEMENT OF PRODUCTS WITHIN THE

MALL:

Practically speaking, any Mall should look into the convenience and

accessibility to products, apart from looking into the appearance

aspect of the mall, while designing its layout .LIFESTYLE, according

to its customers has looked into this aspect with great care ,as its

customers feel that it’s a great experience to shop at the mall. The

sections have been very thoughtfully placed to suite the needs of the

customers while shopping.



5.2 CONCLUSION

In the duration of one month that was spent in LIFESTYLE, It was a

great experience to see how an organisation tries to satisfy its customers.

LIFESTYLE managed to satisfy its customers by providing quality

products at best price. Customer is the king in the market to satisfy a

customer is the most difficult task in the business, if the businesses don’t

have the customers, it will start struggling for its survival. LIFESTYLE

has gained its trust among the valuable customers by providing quality

products at best price. This project helped the LIFESTYLE to understand

how well its customers are satisfied with the products. With the help of

the project the LIFESTYLE came to know that the most of the customers

are satisfied remaining customers are not satisfied because of their

differed taste, low purchasing power etc.



SUGGESTIONS

In the fast changing world, where technology is making rapid

strides it is imperative that the firm makes the best possible use of

the same. One such way would be to help the consumers to create a

virtual model of themselves, which would assist in picking clothes

and accessories that match and look good on them and also the

exact place where it is kept in the store. It could also act as the

database of their previous purchases.

The firm should add a little more variety to the kind of products

sold by expanding their already existing line of products.

Arrangement of goods in the manner that is beneficial and within

the reach of consumers.

The most effective medium of advertising would be the

newspapers that would reach a large number of people and have a

higher circulation when compared to magazines. This reaches

people within the immediate surroundings.

The store should be a little more organized during the ‘sale’

season, regarding the discount one each kind of product etc.



Employees need to be motivated and more attention is needed to be

given for their training.

As study on Customer satisfaction towards LIFESTYLE.

QUESTIONNER

I Shameej k, student of BBM final semester from Baldwin Methodist College. As part of my academic curriculum, I am conducting a study on customer satisfaction towards LIFESTYLE. I assure you that all information provided you will be kept confidential and shall be used for academic purpose only.

Personal information:-

Name :

Age :

Gender : Male ( ) Female ( )

Marital status : Single ( ) Married ( )

Occupation :

1. How would you rate the Arrangements of products in LIFESTYLE. Very good ( ) Good ( ) Average ( ) Poor ( )

2. How important is the brand name to you? Low ( ) High ( ) Moderate ( ) Average ( )

3. Are you satisfied with the service provided by the LIFESTYLE? Yes ( ) No ( )

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



5. Did you get the parking facility? Yes ( ) No ( )

6. How attractive are the Discount offer? Excellent ( ) Good ( ) Average ( ) Poor ( )

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

8. Did you get the proper information from the Reception? Yes ( ) No ( )

9. How would you rate the price of product? Very expensive ( ) Expensive ( ) Affordable ( ) Less expensive ( )

10. What was your first impression when you come to LIFESTYLE? Amazed ( ) Satisfied ( ) Dull ( ) Nothing special ( )

11. Do you think the customer care of LIFESTYLE is good i.e, how satisfied are you:

Highly satisfied ( ) Satisfied ( ) Neutral ( ) Not so satisfied ( ) Dissatisfied ( )

12. Do you think the employees at LIFESTYLE require training : Yes ( ) No ( )

13. If 'yes' then in which field: Communication ( ) Attitude ( ) Interpersonal relation ( )

14. How would you rate the security level in LIFESTYLE? Excellent ( ) Good ( ) 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


project on lifestyle

Documents

Transcript of project on lifestyle