Shoppers' Stop Project Report

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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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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

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ACKNOWLEDGEMENT c( cc%cc c'cccc' c ccc c (c c'  c(cc%cccc0ccc (c

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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'cccc:"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?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=- - ( cccc' c c c c c c 'c c (c c  c 0-c c c "c  c c %c c Ac c c   "c ,< c %c c /c  (-c c c   (c c c c c *Bc ' c :*Bc c c c  c ;c ,c 5c c

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Objectives:

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cc0(c(cc !cc ccc%ccccc !ccc cc cccc !cc c

Methodology:cc c c(c'c%cc-c ccc'ccc%c (cc&-c cc'cc ( c c-c c ccccccc c(ccc-c c'c ))cc cc'c;cc !cc=(-c +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

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Table of content Sr. No

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Types of customer

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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 `
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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

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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

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Business Partners:  c c 9c c c  c c c c c "c 9c c cc(cccccc%cc(cc

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Inflation Rate >ccc cc'cc0'c c'ccccc c Bcccc(cc c c c c c c  c c c ((c c 'c c %(c c c cc'  ccccc-c c'c6c c(c0c c'c'cc c %ccc((c'c4ccc'-ccccccc(c'c c -c(c c'cAcc ("c'ccc'-cc

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Competitors:

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Weakness c yc Very high prices: c %c c =c c c '  c  c c c %c ( -cc yc Less Schemes: c c c c c  c  "c  c c  c c c cc0c'"c c"c-cc yc Less Discounts : ccccc c "c ccc )Bcc )Bccc yc ccccc yc ccc%c(cc c0%c4cc

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Threats c yc ;%c#cc yc cc 'c#cc yc >( ccc yc cc(cc yc cc(ccc yc $(6ccc F)c c

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CHAPTER ʹ 5 DATA INTERPRITATION c c c c c c c c c Fc c

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SALES ANALYSIS OF SHOPPERS͛ STOP

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