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INTRODUCTION TO THE PROJECT

Traditionally retailing in India can be traced to the emergence of the neighborhood


‘Kirana’ stores catering to the convenience of the consumers Era of government
support for rural retail: Indigenous franchise model of store chains run by Khadi &
Village Industries Commission1980s experienced slow change as India began to open
up economy. Textiles sector with companies like Bombay Dyeing, Raymond's, S
Kumar's and Grasim first saw the emergence of retail chains

Later Titan successfully created an organized retailing concept and established a series of
showrooms for its premium watches For e.g. Food World, Subhiksha and Nilgiris in food
and FMCG; Planet M and Music World in music; Crossword and Fountainhead in
books.Post 1995 onwards saw an emergence of shopping centers,mainly in urban areas,
with facilities like car parking targeted to provide a complete destination experience for
all segments of society Emergence of hyper and super markets trying to provide
customer with 3 V’s - Value, Variety and Volume
Expanding target consumer segment: The Sachet revolution - example of reaching to the
bottom of the pyramid. At year end of 2000 the size of the Indian organized retail
industry is estimated at Rs. 13,000 crore .

WHAT IS RETAIL?

“Retail means that the seller is not the manufacturer of the goods they sell, and that
they sell their goods directly to the public”.

“Retailers usually buy their goods from a distributor, who normally does not sell
their goods to the public. Because they usually require sales in bulk”.

Retailing consists of the sale of goods or merchandise, from a fixed location such as a
department store or kiosk, in small or individual lots for direct consumption by the
purchaser. Retailing may include subordinated services, such as delivery. Purchasers may

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be individuals or businesses. In commerce, a retailer buys goods or products in large
quantities from manufacturers or importers, either directly or through a wholesaler, and
then sells smaller quantities to the end-user. Retail establishments are often called shops
or stores. Retailers are at the end of the supply chain. Manufacturing marketers see the
process of retailing as a necessary part of their overall distribution strategy.

Shops may be on residential areas, shopping streets with few or no houses, or in a


shopping center or mall, but are mostly found in the central business district. Shopping
streets may be for pedestrians only. Sometimes a shopping street has a partial or full roof
to protect customers from precipitation. Retailers often provided boardwalks in front of
their stores to protect customers from the mud. Online retailing, also known as e-
commerce is the latest form of non-shop retailing

RETAIL INDUSTRIES

Retail industry has brought in phenomenal change in the whole process of production,
distribution and consumption of consumer goods all over the world In the present world
most of the developed economies are using the retail industry as their vital growth
instrument. At present, among all the industries of U.S.A. the retail industry holds the
second place in terms of employment generation. In fact, the strength of the retail
industry lies in its ability to generate large volume of employment

Not only U.S. but also the other developed countries like the UK, Canada, France,
Germany & Australia are experiencing tremendous growth in their retail sector et
Shoppers Drug Mart The Hudson's Bay Company and Sleep Country Canada This boom
in the global retail industry was in many ways accelerated by the liberalization of the
retail sector.

Observing this global upward trend of retail industry, now the developing countries like
India are also planning to tap the enormous potential of the retail sector. Wal-Mart, the
world's largest retailer, is interested in opening shops in India. Other popular brands like
Pantaloons, Big Bazar (India), and Archies (U.S.) are rapidly increasing their market

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share in the retail sector. According to a survey within five years, the Indian retail
industry is expected to generate 10 to 15 million jobs by direct and indirect effects. This
huge employment generation can be possible because being dependent on the retail sector
shares a lot of forward and backward linkages.

Emergence of a strong retail sector can contribute immensely to the economic


development of any country. With a dominant retail sector, the farmers and other
suppliers can sell their products directly to the major retail companies and can ensure
stable profit. On the other hand, to ensure steady supply of goods, the retail companies
can inject cash into the production system. This whole process can result into a more
efficient production and distribution system for the economy as a whole

GROWTH OF RETAIL COMPANIES IN INDIA

Growth of Retail Companies in India is still not yet in a matured stage with great
potentials within this sector still to be explored. Apart from the retail company like
Nilgiri's of Bangalore, most of the retail companies are sections of other industries that
have stepped in the retail sector for a better business. The Growth of Retail Companies in
India is most pronounced in the metro cities of India, however the smaller towns are also
not lagging behind in this. The retail companies are not only targeting the four metros in
India but also is considering the second graded upcoming cities like Ahmadabad, Baroda,
Chandigarh, Coimbatore, Cochin, Ludhiana, Pune, Trivandrum, Simla, Gurgaon, and
others. The South Indian zone have adopted the process of shopping in the
supermarkets for their daily requirements and this has also been influencing other cities
as well where many hypermarkets are coming up day to day.

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REASONS FOR THE FAST GROWTH OF RETAIL COMPANIES IN INDIA

The retail companies are found to be rising in India at a remarkable speed with the years
and this has brought a revolutionary change in the shopping attitude of the Indian
customers. The Growth of Retail Companies in India is facilitated by certain factors like

• Existing Indian middle classes with an increased purchasing power


• Rise of upcoming business sectors like the IT and engineering firms
• Change in the taste and attitude of the Indians
• Effect of globalization
• Heavy influx of FDI in the retail sectors in India

To get further details on the Growth of Retail Companies in India and other retail chain
of companies in India, please browse through the following links:

 Big Bazaar

 Giants

 Shoprite

 Lifestyle

 Pantaloons

 Vishal Mega Mart

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CHALLENGES IN FRONT OF RETAIL INDUSTRY

Retail today is all about being better, faster, and leaner. Columbus IT helps you
overcome the challenges of the retail industry and write your ticket to success.” -- Dmitry
Davydov, Key Retail Acount Manager, Columbus IT Russia.

The retail industry faces challenges similar to those in other industries. What's different is
that they combine together to put a great deal of pressure on retailers in today's modern
economy. With a fast-paced society and faster-paced technological changes, customers
want new, different, and customized goods now, and they're not willing to wait. At the
same time, pressures on the backend are mounting, too. Larger retailers, with their
efficiencies of scale and international scope, are pushing prices down and slashing
margins. To compete, you have to think like a Wal-Mart, even if you are a medium-sized
retailer. Technology offers your company a way to apply modern ERP and CRM
techniques on a global scale, whether through bricks-and-mortar stores, or over the
Internet.

 Decentralized Operations

As a manager, ideally you'd like to be able to walk down the hall from your office and
into any one of your stores or warehouses. In reality, that's not possible. You have to hire
the right people, staff your other locations, and rely on them to do the job
right.Technology has the advantage of being able to bring you and your employees
together – whether they're located in Minsk or Montana. Columbus IT retail solutions
provide you with a centralized solution for your decentralized business.Data flows from
your stores and warehouses to your head office every night, so you have up-to-date sales
and inventory information.

 Staff Turnover

There's a higher rate of staff turnover in the retail industry, compared to other
industries. This varies by country. European countries, for example, tend to retain

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store-level personnel more successful.The amount of information available to you as
a retailer can be overwhelming. Each one of your stores' profits are influenced by
daily sales, overhead, employees, shipping, campaigns, and traffic that change on a
daily basis.

 Future Uncertainty

The customer is fickle. Global market situations can also change the demand for your
products. And unexpected problems at your warehouse or stores can also affect what you
need to supply - and who may be buying it.Retail is built on uncertainty - but victory goes
to the business who knows how to manage that uncertainty and make allowances for
it.You need to be able to learn from the past so that you can plan for the future. Columbus
IT Retail solutions provides you with sophisticated reporting and data mining about every
aspect of your retail operation so you can make sensible choices about where your
customers, suppliers, and your business are going. Retail Chain Manager enables you to
gather and analyze your past sales information so you can make the right decisions about
what products to carry, where to sell them, and what price they should be. Columbus IT
Retail solutions give you that power.

 Complex Pricing

It's no longer enough to be able to stamp a product's price and forget about it. Modern
retailers are changing prices on goods daily, if not hourly. The benefit of flexible pricing
is to be able to respond to changes in the market as they happen. Want to set a higher
price for rush-hour customers and a lower price for off-hour ones? Or maybe you'd like to
be able to run a test on a new campaign for one day and see how it compares to the sales
results from the previous day. Columbus IT Retail solutions make it happen.

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ABOUT RETAIL STORES:
Retail Store is a place of business for retailing goods which includes following:

 Mercantile establishment outlet sales outlet

 Country store general store trading post - a retail store serving a sparsely
populated region; usually stocked with a wide variety of merchandise

 Department store emporium - a large retail store organized into departments


offering a variety of merchandise; commonly part of a retail chain

 Discount house discount store discounter wholesale house - a sales outlet offering
goods at a discounted price

 Market placemat marketplace marketing area in a town where a public mercantile


establishment is set up

 Merchandise product ware- commodities offered for sale; "good business depends
on having good merchandise"; "that store offers a variety of products"

 Business establishment place of business - an establishment (a factory or an


assembly plant or retail store or warehouse etc.) where business is conducted,
goods are made or stored or processed or where services are rendered

 Shopping center shopping centre shopping mall plaza center- mercantile


establishment consisting of a carefully landscaped complex of shops representing
leading merchandisers; usually includes restaurants and a convenient parking
area; a modern version of the traditional marketplace; "a good plaza should have a
movie house"; "they spent their weekends at the local malls

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FORMATS OF RETAIL

 Malls:

The largest form of organized retailing today. Located mainly in metro cities, in
proximity to urban outskirts. Ranges from 60,000 sq ft to 7,00,000 sq ft and above.
They lend an ideal shopping experience with an amalgamation of product, service and
entertainment, all under a common roof. Examples include Shoppers Stop, Piramyd,
Pantaloon.

 Specialty Stores:

Chains such as the Bangalore based Kids Kemp, the Mumbai books retailer
Crossword, RPG's Music World and the Times Group's music chain Planet M, are
focusing on specific market segments and have established themselves strongly in
their sectors.

 Discount Stores:

As the name suggests, discount stores or factory outlets, offer discounts on the
MRP through selling in bulk reaching economies of scale or excess stock left over at
the season. The product category can range from a variety of perishable/ non
perishable goods

 Department Stores:

Large stores ranging from 20000-50000 sq. ft, catering to a variety of consumer
needs. Further classified into localized departments such as appral, toys, home,
groceries, etc.

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 Hypermarts/Supermarkets:

Large self service outlets, catering to varied shopper needs are termed as
Supermarkets. These are located in or near residential high streets. These stores today
contribute to 30% of all food & grocery organized retail sales. Super Markets can
further be classified in to mini supermarkets typically 1,000 sq ft to 2,000 sq ft and
large supermarkets ranging from of 3,500 sq ft to 5,000 sq ft. having a strong focus
on food & grocery and personal sales.

 Convenience Stores:

These are relatively small stores 400-2,000 sq. feet located near residential areas.
They stock a limited range of high-turnover convenience products and are usually
open for extended periods during the day, seven days a week. Prices are slightly
higher due to the convenience premium.

 MBO’s :

Multi Brand outlets, also known as Category Killers, offer several brands across a
single product category. These usually do well in busy market places and Metros

RETAILING IN RELIANCE FRESH

With a vision to generate inclusive growth and prosperity for farmers, vendor partners,
small shopkeepers and consumers, Reliance Retail Limited (RRL), a subsidiary of RIL,
was set up to lead Reliance Group’s foray into organized retail.

With a 27% share of world GDP, retail is a significant contributor to overall economic
activity across the world. Of this, organized retailing contributes between 20% to 55% in

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various developing markets. The Indian retail industry is pegged at $ 300 billion and
growing at over 13% per year. Of this, presently, organized retailing is about 5%. This is
expected to grow to 10% by 2011. RRL has embarked upon an implementation plan to
build state-of-the-art retail infrastructure in India, which includes a multi-format store
strategy of opening neighborhood convenience stores, hypermarkets, specialty and
wholesale stores across India.

RRL launched its first store in November 2006 through its convenience store format
‘Reliance Fresh’. Since then RRL has rapidly grown to operate 590 stores across 13
states at the end of FY 2007-08. RRL launched its first ‘Reliance Digital’ store in April
2007 and its first and India’s largest hypermarket ‘Reliance Mart’ in Ahmedabad in
August 2007. This year, RRL has also launched its first few specialty stores for apparel
(Reliance Trends), footwear (Reliance Footprints), jewellery (Reliance Jewels), books,
music and other lifestyle products (Reliance Timeout), auto accessories and service
format (Reliance Autozone) and also an initiative in the health and wellness business
through ‘Reliance Wellness’. In each of these store formats, RRL is offering a unique set
of products and services at a value price point that has not been available so far to the
Indian consumer. Overall, RRL is well positioned to rapidly expand its existing network
of 590 stores which operate in 57 cities.

During the year, RRL also focused on building strong relationships in the agri-business
value chain and has commenced marketing fruits, vegetables and staples that the
company sources directly to wholesalers and institutional customers. RRL provides its
customers with high quality produce that has better shelf life and more consistent quality
than was available earlier. RRL has made significant progress in establishing state-of-the-
art staples processing centres and expects to make them operational by May 2008.

Recognizing that strategic alliances are going to be a key driver to its retail business, in
FY 2007-08, RRL established key joint ventures with international partners in apparel,
optical and office products businesses. Further, RRL will continue to seek synergistic
opportunities with other international players as well. This year, RRL will continue its
focus on rapid expansion of the existing and other new formats across India. In addition,

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Reliance Retail has entered into an alliance with Apple for setting up a chain of Apple
Specialty Stores branded as iStore, starting with Bangalore.

Various Formats of Reliance Retail

• Reliance Fresh
• Reliance Mart
• Reliance Footwear
• Reliance Appral
• Reliance Express
• Reliance wellness
• Reliance Digital
• Reliance Trendz
• Reliance Timeout
• Reliance Jewels
• Reliance Footprint
• Reliance Wellness
• Reliance Super

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Management of Reliance Fresh

Hierarchy Of Positions In Reliance Fresh At Store Level

Store manager

Commercial and
Supervisor
accounts

Assistant
Champion commercial and
accounts

Customer care
Cashier
associate

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 Store Manager:

Function of store manager is to check whether employees are working properly.


To execute various discount schemes he is the most important person in the store.
Store manager also gives rating to employees working under him according to their
performance. He can also give inputs to higher authority about various trends and
changes in customer tastes and preference.

 Supervisor:

Supervisor manage champion who is expert in either fruit and vegetable or dairy
products or any other. He also take notice of the stock with store manager.

 Commercial and Accounts:

He keeps records of all the transactions in the reliance fresh. All the proofs of
bills, receipts are given to him and he manages the accounts and manage all cash flow

 Assistant Commercial and Accounts:

He help the senior commercial and accounts for keeping accounts and also take
inputs from cashier whose function is billing.
 Customer Care Associate:

It is lowest in hierarchy. They keep notice of thefts and management of their bay
assigned to them he make customer aware of schemes

Retail Outlay of Reliance Fresh :

• 2000 - 4000 sq. ft pilot stores selling primarily fresh

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• food and grocery items
• Targeted at all income groups
• Differentiation
• Full range, consistent availability of high quality
Fruits & Vegetables
• State-of-the-art retail infrastructure and supply
Chain.

Thoughts of ordinary man on Reliance Fresh

Today, Indians living in class I or II cities can hope to get the world class treatment in
household shopping, thanks to some of the initiatives like Reliance Fresh. Reliance Fresh
is a new chain of small marts by the Reliance group of industries from where people can
easily buy all the good quality items of daily use in houses. Already similar kind of the
stores are available in the market with names like Subhiksha. The major advantage of
these stores is that people can easily hope of buying all the household products even
including fresh vegetable and fruits from the same place. Therefore, now there is no need
for moving from one place to other in the search of different things. At present, Indian
economy is moving at a fast speed and we are becoming a country where time has lot of
value. Therefore, these stores from players like Reliance offer a great saving of time for
the people. Reliance Fresh stores presently have slight edge over the competitors in
design and display; it is more wonderful experience to buy goods from the Reliance
stores than the other competitors. Moreover, even buying vegetables and fruits is world
class experience in the Reliance Fresh stores. Reliance Fresh and similar stores could be
the start of new beginning in India and already many people have started turning up to
these places in huge numbers. At present ventures of both Reliance Fresh and Subhikhsa
are successful in haryana and people here look ready to buy this concept of shopping
under single roof.

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Motivation of employees in reliance fresh

There are lots of things done for motivation of employees in reliance fresh

 Star of the month contest is done for employees working in a store. marks
are given by store manager to employees on their performance regarding
regularity ,politeness with customers, proper management of bay assign to
them and others . a voucher of rs 400 is given by store manager to star of
the month and he can buy anything from this voucher from store.

 Training programmes are run to update them with latest changes

 A meet is done after every shift in this store manager address employees
about the store and stock

 Proper communication about things are maintained by store manager


about the store with employees

 Promotions are given to employees according to their experience and skill

Advantage of Reliance Fresh over local kirana stores

 Original products at mark price

 Quality

 All products under one roof

 Educated staff

 Expiry products are not sold

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 Proper billing

 Customer will not move here and there in different kirana stores for various
products

 Proper ambience

 Discounts

 Replacement of product

Disadvantages of Reliance Fresh over local kirana stores

 No bargaining

 Long and complicated procedure for replacement

 Shrinkage

 Billing takes time

 No credit

Comparison between Reliance Fresh and Subhiksha

SR.NO. RELIANCE FRESH SUBHIKSHA


More attractive and well
1 Slightly Less managed
managed
No permanent discounts
Claim 10% discount
2
Attractive customer loyalty
3 No such program
Program
4 insurance for members No such offer
No advantage of Pharmacy or
5 Advantage of Pharmacy and Mobile store
Mobile store
6 Fresh Vegetables and Fruits at Less varieties of food and vegetables are

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economical rates available

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How supply is done

MODULE 1

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MODULE 2

Reliance Fresh stocks fresh fruits and vegetables, staples, fast moving consumer goods
and dairy products. The stores are already selling over 1,000 tonnes of fresh produce
daily and also 250 categories of commodities. The company is approaching farmers
directly for the procurement of produce, seeking to reduce the 40% wastage that occurs

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through the traditional supply chain. there are distribution centres like for north zone
there is one distribution centre in pataudi and all the products came from this centre.all
the orders of product came from higher authorities they keep track of demand of products
through software installed in each store

DISTIBUTION CENTER

A distribution center for a set of products is a warehouse or other specialized building,


often with refrigeration or air conditioning which is stocked with products (goods) to be
re-distributed to retailers wholesalers or directly to consumers. A distribution center is a
principle part, the "order processing element, of the entire "order fulfillment process.
Distribution centers are usually thought of as being "demand driven A Distribution
center can also be called a warehouse, a DC, a fulfillment center, a cross-dock facility, a
bulk break center, and a package handling center. The name by which the distribution
center is known is commonly based on the purpose of the operation. For example a "retail
distribution center" normally distributes goods to retail stores, a "order fulfillment center"
commonly distributes goods directly to consumers, a cross-dock facility stores little or no
product but distributes goods to other destinations.
Distribution centers are the foundation of a "supply network as they allow a single
location to stock a vast number of products. Some organizations operate both retail
distribution and direct-to-consumer out of a single facility sharing space, equipment,
labor resources and inventory as applicable.
The way a typical retail distribution network operates is to have centers setup throughout
a commercial market. Each center will then service a number of stores. Large
distributions centers for companies such as reliance fresh service 50-125 stores.
Suppliers will ship truckloads of products to the distribution center. The distribution
center will then store the product until needed by the retail location and ship the proper
quantity.
Since a large retailer might sell tens of thousands of products from thousands of vendors,
it would be impossibly inefficient to ship each product directly from each vendor to each

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store. Many retailers own and run their own distribution networks, while smaller retailers
may outsource this function to dedicated logistics firms that coordinated the distribution
of products for a number of companies. A distribution center can be co-located at a
logistics center

MARKETING TACTICS:

Staff members keep asking every customer at the time of billing whether they own
’RELIANCE CARD’.
It is the card in which puts some points credited on every purchase done here. It is
1point against Rs. 100 and against 1 points I will get 70 paise. .The idea is get you
hooked to the store. Reliance knows the mentality of our public.

CUSTOMER SERVICE DESK

this is a seprate desk run by external agency they make membership card stated above.
And with this card they give insurance of four types accidental death, accidental death
and disability, accidental hospitalization, home protect.
They provide temporary card for 6 month after 6 months the permanent card is provided.
after every purchase points are automatically managed by retalics SOFTWARE. they
claim that to card holder new schemes will be sent on the mobile. And to card holder
calls will be made about advance information about new product and service.

OTHER TACTICS

Contests are organized for customer like on new year there was card making contest in
rohtak and there were prizes given to 1st,2nd,3rd position at every store and result was
decided by store manager itself. Pamphlets about schemes are put inside newspapers.
and schemes are decided by higher authority not by store manager

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Problems in reliance fresh

 Sometimes a lot of time is wasted during billing

 Sometimes there is lot of rush in store it makes buying difficult

 Shrinkage that is theft of items from the store

 As replenishment that is stock that is put in day time makes movement of


people difficult therefore Replenishment must be in night.

 Some people at customer service desk are not able to explain their schemes in
a meaningful way so they must be trained properly

 Sometimes some products are out of stock due to poor estimation of their
software.

 No liberty about discounts

Security in reliance fresh

A seprate agency is for the security purpose is there in reliance fresh.the guard of
the store is most important person he is retired army officer.he keeps a watch on

 Shrinkage that is theft

 Markdown by employee without any reason

 Whether employee are working properly and behaving properly

Other arrangement for security

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 There are cameras that keeps watch on customer for theft any unreasonable
activity will be recorded by camera and these cameras directly attached to
Bombay centre where special team is assigned the duty of keeping watch on all
the stores

 There are also fire alarm that sense smoke and they are also attached to Bombay
centre any smoke detected will ring alarms at Bombay centre

Reliance Retail Benefits for stake holders

Consumers
 Wide assortment, affordable prices
 Better shopping environment experience

2. Vendors
 Higher category growth
 Improved supply chain efficiency
 Ease in launching innovative products

3. Farmer
 Direct correlation between consumer preference & production
 Better prices
 Access to all info/services
Country
 Infrastructure
 Employment
 Revenue and tax generation

Working Shifts in reliance fresh


Morning shift 6AM to 3PM
General shift 10AM to 7PM(for the ease of female employee)

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Evening shift 1PM to 10PM
Peak hours of sale
in summers evening 7PM to 9PM
in winters evening 1PM to 5PM

Peak days of sale


Maximum sale is done on weekends because of holidays of most of the people total sale
of weekends is nearly equal to sale of week days.

Software’s used in reliance fresh


There are two kind of softwares used in reliance fresh one is RETALICS and other is
SAP

RETALICE is used for billing, schemes, price of products, billing records


SAP is used for indent (placing of orders) another term is auto indent means orders are
placed automatically because SAP is made compatible with retalics from retalics we can
know the stock requirement.store manager also do indenting because some items demand
increased sharply in some seasons for example during navratras and marriages.

DUMP

Dump in retailing means things that are damaged


There are two types of dumping in reliance fresh

Dumping in arrival means that during transportation some items are damaged that will
be calculated in profit and loss account of the company

Dumping in store some items are damaged in store that will be calculated in profit and
loss account of store.
For both dumping in arrival as well as dumping in store there is option in SAP so that
store manager can enter the data for both these procedure guard keep a close watch so
that no incorrect data is entered.

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GRN

Goods receipt note tells how many items are received this is made by store manager .he
also update GRN in SAP software as well as there is option available in software for
GRN.

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GTN
Goods transport note is sent by distribution centre it implies how many items are sent
from distribution centre

A Reliance Fresh at Gunter

• Reliance Fresh is the retail chain division of Reliance Industries of India which is headed
by Mukesh Ambani Reliance has entered into this segment by opening new retail stores
into almost every metropolitan and regional area of India. Reliance plans to invest Rs
25000 croresin the next 4 years in their retail division and plans to begin retail stores in
784 cities across the country. The Reliance Fresh supermarket chain is RIL’s Rs 25,000
crore venture and it plans to add more stores across different g, and eventually have a
pan-India footprint by year 2011. The super marts will sell fresh fruits and vegetables,
staples, groceries, fresh juice bars and dairy products and also will sport a separate
enclosure and supply-chain for non-vegetarian products. Besides, the stores would
provide direct employment to 5 lakh young Indians and indirect job opportunities to a
million people, according to the company. The company also has plans to train students
and housewives in customer care and quality services for part-time jobs.

• Reliance Fresh recently (24th Jan, 2007) opened several "Fresh" outlets in
Chennai New DelhiChandigarhLudhiana increasing its total store count to 40.
Reliance is still testing its retail concepts by controlled entry beginning in the
southern states

• According to Deccan Herald the company is planning on opening new stores with
store-size varying from 1,500 sq ft to 3,000 sq ft, which will stock fresh fruits and
vegetables, staples FMCG products and dairy products. Each store is said to be
within a radius of 1-2 km of each other, in relation to the concept of a neighbour
store. However, this is only the entry roll-out that the company has planned.
Bangalore is said to have 40 stores in all by the end of the year

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• Reliance Fresh, Reliance Mart, Reliance Digital, Reliance Trendz, Reliance
Footprint, Reliance Wellness, Reliance Jewels, Reliance Timeout and Reliance
Super are various formats that Reliance has rolled out.

• In addition, Reliance Retail has entered into an alliance with Apple for setting up
a chain of Apple Specialty Stores branded as iStore, starting with Bangalore

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FUTURE GROWTH POTENTIAL OF RETAIL MARKETING IN INDIA.

The overall retail market in India is likely to grow by 36% to touch Rs 8,00,000 crore by
2008 from the current level of Rs 5,88,000 crore, according to an Associated Chambers
of Commerce and Industry of India (Assocham) study

The study points out that of the overall retail market, the organised sector in retail
marketing is expected to touch Rs 16,000 crore by 2008 from the present size of Rs 5,000
crore. The retail market at Rs 5,000 crore, includes the organised food and grocery (Rs
600 crore). Assocham president Mahendra K Sanghi said that initiatives from all the state
governments, and the Centre are prime factors that will encourage the entry of the
organised sector into retailing in the next few years.

These initiatives include allocation of land at concessional rates, grants of loans at


liberalised interest rates to promoters of shopping malls, and rationalisation of state
levies.

He pointed out that the expansion and diversification of the organised sector in retail
marketing is currently under way because of the demand factor.
The other reason which substantiates major foray of the organised sector into retail
marketing is the availability of real estate and infrastructure facilities in most of the states
for setting up retail stores.

“Such laws will no longer be there in the near future as liberalisation has already reached
its advanced stage and states are competing with one and another for attracting
investment. This will motivate and encourage the foray of organised sector into retailing,
particularly when the entry of FDIs into retailing is being strongly opposed by a section
of society and polity as well,” according to the release.

According to Assocham estimates, the retail sector will create 50,000 jobs annually in the
coming five years.

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The retail sector is the second largest source of employment and job market is receptive
to retailing experience, with business schools focussing on the sector and large retailers
setting up retail academies.
FOCUS ON GROWTH

Two years ago, in the context of changing markets, we outlined a strategy for Hindustan
Lever to deliver sustainable profitable growth. This strategy builds on the past and resha-
pes for the future. I would like to update you on the progress made in executing this
strategy and also outline our future approach.

GROWTH POTENTIAL

Our published results for 2002 show a sales decline of 6.7% on account of Discontin-
uation of non value adding businesses and divestments. Our domestic FMCG business
was flat with the growth in Home & Personal Care being offset by a decline in Foods.
This may lead to a question on our growth potential. Indeed, there is a common misco-
nception that our categories are mature with little scope for growth. In fact, the very
opposite is true. Several of our categories still have low usership levels. In addition,
the actual amount used per capita is far lower in India as compared to other countries, as
shown below:

Per Capital Consumpation (Kgs)

Fabric Wash Personal Wash Toothpaste Shampoo Tea


India 2.63 0.50 0.07 0.04 0.64
Thailand 4.71 0.87 0.40 0.38 -
Brazil 9.03 1.46 0.61 0.72 -
UK 13.90 1.31 0.23 0.40 2.28
Also, the GDP growth of about 5% is driving up discretionary income of our consumers
by about 8% per annum. Literacy levels are rising, creating higher aspirations further
fuelled by the world they see on television. There is no doubt that today's consumer
wants a better quality of life which is what our brands help realise.

29
However, HLL is faced with the challenge that FMCG markets, after growing in strong
double-digits throughout the nineties are now declining in value for the last couple of
years. Why is this happening? In urban India, consumers are now being exposed to and
are trying several new categories, such as mobile phones, leisure, durables etc, and are,
therefore, down-trading their FMCG purchases. Rural demand has been dampened by
three unusually poor monsoons in the last four years. We believe that both these factors
are transitory in nature and FMCG markets will surely find a new growth equilibrium. Be
that as it may, we are leaders in many FMCG categories, and are taking active steps to re-
attract consumer spending to our brands. We are doing this by providing exciting, new
and differentiated benefits as well as greater value, thereby leading growth. We have
every confidence in the validity of this approach given our experience in recent
years, whereby several of our biggest brands, supported by such innovation, have grown
strongly, even in this very challenging context.
.

30
SIGNIFICANCE

• This study is conducted to know customer response on remerging retail stores of


reliance fresh.
• Study shows what happens when a small town receives some big retail stores.as
consumer of the small town are not very much familiar with big brand retail store
and when they come to know about

• Here different people belong to differently income groups are taken.

• Satisfaction level of consumers from their retail stores is also examined under this
study.

31
REVIEW OF LITERATURE

In India still there is lack of users for internet as a medium for banking purpose, but the
banking system are upgrading and bringing many electronic banking medium for
customers so that banking can be made more convenient.

(1) John Tsalikis and David J. Fritzsche

John Tsalikis is an Assistant Professor of Marketing at Florida International University.


His articles have appeared in the Journal of the Academy of Marketing Science, Journal
of Business Ethics, Journal of International Consumer Marketing, and Psychology and
Marketing.

David J. Fritzsche is a Professor of Business Administration at the University of


Portland. His articles have appeared in the Academy of Management Journal, Columbia
Journal of World Business, Journal of Macromarketing, Journal of Marketing Research,
Marketing Ethics: Guidelines for Managers, and Research in Corporate Social
Performance and Policy.

In recent years, the business ethics literature has exploded in both volume and
importance. Because of the sheer volume and diversity of this literature, a review article
was deemed necessary to provide focus and clarity to the area. The present paper reviews
the literature on business ethics with a special focus in marketing ethics. The literature is
divided into normative and empirical sections, with more emphasis given to the latter.
Even though the majority of the articles deal with the American reality, most of the
knowledge gained is easily transferable to other nations.

(Marketing Department, Florida Internationas University, 33199 UniversityPark,Miami,USA)


September, 1989

32
(2) E. W. T. Ngai and F. K. T. Wat
They present a literature review and classification scheme for electronic commerce (EC)
research. The former consists of 275 journal articles published between 1993 and 1999 in
nine journals that are appropriate outlets for EC research. The results show that an
increasing volume of EC research has been conducted for a diverse range of areas. The
articles are classified and results of these are presented, based on a scheme that consists
of four main categories: application areas, technological issues, support and
implementation, and others. (Department of Management, The Hong Kong Polytechnic
University, Hung Hom, Kowloon, Hong Kong PR China)
Received 15 July 2000;
accepted 15 May 2001
Available online 13 January 2002.

(3) Pratibha A. Dabholkar, Dayle I. Thorpe and Joseph O. Rentz


Current measures of service quality do not adequately capture customers’ perceptions of
service quality for retail stores (i.e., stores that offer a mix of goods and services). A
hierarchical factor structure is proposed to capture dimensions important to retail
customers based on the retail and service quality literatures as well as three separate
qualitative studies. Confirmatory factor analysis based on the partial disaggregation
technique and cross-validation using a second sample support the validity of the scale as
a measure of retail service quality.

The implications of this Retail Service Quality Scale for practitioners, as well as for
future research, are discussed. She received her Ph.D. from Georgia State University. She
received her Ph.D. from Georgia State University. Her research interests include attitude and
choice models, service quality and customer satisfaction issues, technology in service delivery,
and business-to-business relationships. She has published articles in theJournal of the Academy
of Marketing Science, Journal of Business Research, Journal of Consumer Research, Journal of
Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, Journal of Health Care
Management, International Journal of Research in Marketing, andPsychology and Marketing, as
well as in various conference proceedings.

33
She also holds a B.S. and an M.S. from Florida State University and an M.B.A. from Mercer
University. Her research interests include services marketing, service quality, retailing, and
manager-employee relationships. Her publications include articles in theJournal of Consumer
Satisfaction, Dissatisfaction, and Complaining Behavior, The Service Industries Journal, and in
various conference proceedings.

He received his Ph.D. from the University of Georgia. His research interests include cohort
analysis, measurement issues, generalizability studies, and customer satisfaction. He has
published articles in theJournal of the Academy of Marketing Science, Journal of Advertising,
Journal of Marketing, Journal of Marketing Research, and theJournal of Personal Selling and
Sales Management, as well as in several conference proceedings.

the University of Tennessee, Knoxville


December, 1996

[4] Tonita Perea y Monsuwe, Benedict G.C. Dellaert, Ko de Ruyte

While a large number of consumers in the US and Europe frequently shop on the Internet,
research on what drives consumers to shop online has typically been fragmented. This
paper therefore proposes a framework to increase researchers’ understanding of
consumers’ attitudes toward online shopping and their intention to shop on the Internet.
The framework uses the constructs of the Technology Acceptance Model (TAM) as a
basis, extended by exogenous factors and applies it to the online shopping context. The
review shows that attitudes toward online shopping and intention to shop online are not
only affected by ease of use, usefulness, and enjoyment, but also by exogenous factors
like consumer traits, situational factors, product characteristics, previous online shopping
experiences, and trust in online shopping.

International Journal of Service Industry Management


2004

34
(5) Project Director: David Ringholz Co-Investigator: RL Grubbs
Research Assistants: Jason Quick, Doria Kung, Camillo Vargus

The General Workstation Program is conducting research to aid in the development of


new designs for workstations in environments where accessible workstations are not
available. Specifically, the program is focused on grocery retail checkstands. The project
is also creating a knowledge base (including anthropometric measures and digital human
models) from which to inform and develop Universal Designs

Current retail checkstands do not accommodate seating and standing users Checkstand
design and task design have contributed to reduced employment of people with mobility
impairments Retailers have to make individualized custom modifications to
accommodate employees who need to sit while working or require a reduced workload
Checkstand design contributes significantly to retail workplace injury and stress Retailers
who fail to make necessary modifications to checkstands and other environmental
components have been subject to litigation

(6) Miao-Ling Chen


This paper investigates the impact of vertical restraint on advertising effects. A model is
postulated in which a manufacturer can influence retail price competition through
advertising by increasing brand penetration, thus reducing retail price competition, and at
the same time by increasing the promotional pricing of retailers, thus intensifying retail
price competition.
Moreover, vertical restraint will influence the effects of advertising on retail price
competition by strengthening the relationship between brand penetration and retail price
competition, and by weakening the relationship between advertising and promotional
pricing of retailers. Consequently, retail price competition will be reduced. Empirical
evidence from cross-sectional data from Japan supports our hypotheses that retail price
competition is a function of not only the effects of advertising on brand penetration and
promotional pricing, but also the influence of vertical restraint on advertising effects.

Department of Finance, National Sun Yat-Sen University, Kaohsiung 80424, Taiwan,


ROC

35
(Voss 1994)
The literature base for NPD has been growing with speed in recent years, though the
attention devoted to these two areas is scant (for services) or largely nonexistent (for
retailing). In comparison to industrial and consumer goods, very little research has
actually appeared on the development of new services, and what has appeared largely
concentrates on service process development (eg., Shostack 1984), the financial-services
industry (eg., Cooper et al 1994, Cooper and de Brentani 1991), though a trend does
increased services research does seem to be growing (eg., Tax and Stuart 1997). Still, the
vast majority of new product success factor studies have focused on manufactured
products (Cooper et al 1994, Easingwood 1986), whilst retailing research has been
primarily limited to testing methods (eg., Bateson and Hui 1992) or operational aspects
(eg., store atmosphere elements). These areas are discussed in detail in the Retail NPD
Literature Review in the following section of the paper.

Worsam and Wright 1995


As mentioned before, most NPD research has been of FMCG, consumer durables or
industrial products, with limited research having been devoted to retail situations.
Similarly, retailing texts only briefly deal with new retail concept development (eg.
Merrilees and Miller 1996), whilst principles of marketing texts give even less attention
through focusing predominantly retail evolution (eg., the Wheel of Retailing in Baker
1996, Kotler 1997) or fail to even make mention at all.

Markin and Duncan (1981)

In general, few of the retail change theories have been given unanimous support. All have
been noted to suffer from one thing or another. The Wheel of Retailing has garnished the
lion’s share of research interest and associated scrutiny. The Wheel has been severely
criticised as well as having been held up as “the best thing going” that seems to do a
reasonable job of explaining retail change. Markin and Duncan (1981) are critical of the
wheel of retailing, accordion, and retail life cycle theories. Instead, they put forth the
environment, Darwinism (survival of the fittest) and the dialectic (conflict) as possible

36
forces/factors. All in all, there is no clear-cut agreement in the literature as to what a
model of retail change should encompass, let alone how it should or could be tested.

Classical Procedures Verses GIS


Classical location analysis procedures are still employed by many retailing companies for
site-location. Only recently in the past 10 years has GIS had a major impact on the business
industry. Of the classical procedures, the most frequently applied techniques for retailers are
some form of the analog method, statistical modeling, and gravitational models (Rogers,
2004). Cleary, there is not one best method for site selection, and as such, this has paved the
way for GIS, which includes many of these classical procedures embedded in GIS software.
The use of GIS has enabled organizations to move away from a gut feeling to having factual
information relating to a location (Bennison and Hernandez, 2000). It is no surprise then that
companies who deploy GIS will have a competitive advantage over companies that do not.

(Allen 1993, Power 1993)


New product development (NPD) and planning has assumed a heightened level of
importance in the modern world as organisations recognise the need to improve the NPD
process and its outcomes. In this part of the paper, the new product development
literature will be reviewed— specifically that relating to the actual process of NPD. The
section begins by exploring the nature of innovation and what innovation is considered to
be. The section then discusses what constitutes a new product and the role extensions
play. Next, the benefits & opportunities and the costs & risks of NPD for organisations
are presented. This is followed by a review of the evolution of generations of NPD
models—the generic (sequential) and various extension NPD models (stage-gate, fuzzy-
gate, rugby, activity blocks, multiple convergent processing, continuous learning, QFD,
return maps, chaos approach) that appear

in the literature. Key NPD success factors are then profiled. The section concludes with a
summary and evaluation of the NPD models, including a table indicating
the usefulness of each model for NRCD.

37
OBJECTIVES OF THE STUDY

 To compare different retail houses in terms of customer preference.


 To study which income level mostly prefers reliance fresh retail stores.
 To judge the perception of consumer regarding reliance fresh retail stores.
 To analyze which factor tempt a consumer to purchase from a particular reliance
fresh retail store.
 To judge the attitude of consumers towards reliance fresh retail stores in town like
ROHTAK. (Curiosity level).

38
RESEARCH METHODOLOGY

Research in common parlance refers to a search for knowledge. One can define
research as a scientific and systematic search for pertinent information on a
specific topic. According to Francis Rummer, research can be defined as “a
careful inquiry or examination to discover new information or relationship and
to expand or verify existing knowledge. Research is the solution of the problem
whether created or already generated, when research is done, some new
outcome, so that the problem can be solved.”
RESEARCH DESIGN:-
The design used for carrying out this research is
Descriptive Research design:-
The present project is Descriptive in nature because descriptive research
studies are those studies which are concerned with describing the characteristics
of a particular individual, or a group and situation etc. The main characteristic is
that the research has no control over the variables; he can only report what has
happened or what is happening.
The design in such studies must focus attention on the following or process in
descriptive research design is as follows:-
 Formulating the objective of the study.

 Designing the methods of data collection.

 Selecting the sample

 Collecting the data.

 Processing and analyzing the data.

 Reporting the findings.

39
• DATA COLLECTION TECHNIQUES :-
 DATA TYPE :-
• Primary Data
• Secondary Data (Internet Books & Journals)

 DATA SOURCE:-
The source of collecting primary data is:-
 Schedules
 Personal Interview

• SAMPLING DESIGN :-

Random Sampling has been opted for this project. A sample design is a definite
plan for obtaining a sample from a given population. It refers to the technique or
the procedure the researcher would adopt in selecting items for the sample.
Sample design may as well lay down the number of items to be included in the
sample i.e., the size of the sample. Sample design is determined before data are
collected.

Sampling Unit:- The sampling unit consisted of customers.

Sampling Size: 50

Sampling Area: Rohtak

Contact Method: Personal Meetings

Statistical Tools Used : Pie Charts and Bar Diagram

40
OVERVIEW ABOUT COMPANY

Founder Profile:-

“Growth has no limit at reliance.I keep revising my Vision. Only when you can dream it,
you can do it.”

DHIRUBHAI H. AMBANI

A proud son of this glorious state of


Gujarat, and a man with long ties with this
wonderful city of Ahmedabad, was the
greatest example of this spirit of
entrepreneurship!In a short span of less
than 25 years, and without even the benefit
of a formal education, Dhirubhai Ambani
built Reliance, a first generation
enterprise, into one of the world’s 200
most profitable companies. He started out
in life, working as a mere petrol pump
attendant in Aden, Yemen. He had no
technical knowledge, of any of the business he wish to create in INDIA.He had just 500
rupees in his pocket, a vision of what he wanted to achieve, an intrinsic faith in the latent
demand potential of the Indian markets, a belief in the capabilities of Indian people, and a
burning desire to succeed!

The end result? He created Reliance,a Rs. 75,000 crore enterprise, in a single
lifetime!

41
History of Reliance
Post launch, in a dramatic shift in its positioning and mainly due to the
circumstances prevaling in UP, West Bengal and Orissa, it was mentioned recently
in news Dailies that, Reliance Retail is moving out of stocking fruits and vegetables.
Reliance Retail has decided to minimise its exposure in the fruit and vegetable
business and position Reliance Fresh as a pure play super market focusing on
categories like food, FMCG, home, consumer durables, IT and wellness , with food
accounting for the bulk of the business.The company may not stock fruit and
vegetables in some states. Though Reliance Fresh is not exiting the fruit and
vegetable business altogether, it has decided not to compete with local vendors
partly due to political reasons, and partly due to its inability to create a robust
supply chain.When the first Reliance Fresh store opened in Hyderabad last October,
not only did the company said the store’s main focus would be fresh produce like
fruits and vegetables at a much lower price, but also spoke at length about its “farm-
to-fork’’ theory. The idea the company spoke about was to source from farmers and
sell directly to the consumer removing middlemen out of the way.Reliance Fresh,
Reliance Mart, Reliance Digital, Reliance Trendz, Reliance Footprint, Reliance
Wellness, Reliance Jewels, Reliance Timeout and Reliance Super are various
formats that Reliance has rolled out.In addition, Reliance Retail has entered into an
alliance with Apple for setting up a chain of Apple Specialty Stores branded as
iStore, starting with Bangalore.
The flagship company, Reliance Industries Limited, is a Fortune Global 500
company and is the largest private sector company in India.Backward vertical
integration has been the cornerstone of the evolution and growth of Reliance. .The
Group's activities span exploration and production of oil and gas, petroleum
refining and marketing, petrochemicals (polyester, fibre intermediates, plastics
and chemicals), textiles, retail and special economic zones. Reliance enjoys
global leadership in its businesses, being the largest polyester yarn and fibre
producer in the world and among the top five to ten producers in the world in
major petrochemical products.

42
Business Interests of Reliance:

Petroleum Exploration and Production: Petroleum Exploration and Production is a


major growth area for Reliance and Reliance intends to become a global energy
major. RIL is the largest Oil & Gas acreage holder among the Private sector
companies in India with 34 domestic exploration blocks covering an area of about
331,000 sq. km. It is also India's first private sector company in the Exploration and
Production (E&P) sector to have discovered large gas reserves. RIL also has interests
in one exploration block each in Yemen and Oman.

Petroleum Refining and Marketing: Reliance operates the third largest refinery in
the world at any single location, with a capacity of 30 million tons per year of crude
throughput, at Jamnagar, Gujarat. Reliance is in the process of doubling the
petroleum refinery at Jamnagar, which will make it the largest petroleum refinery in
the world. The products rolled out from Reliance refinery include: LPG, Propylene,
Naptha, Reformate, Gasoline, TAME, Jet / Aviation Turbine Fuel / Superior
Kerosene Oil, High Speed Diesel, Sulphur, and Petroleum Coke.

Major Subsidiaries of Reliance

• Reliance Petroleum Limited


• Reliance Netherlands BV (including Trevira)
• Reliance Retail Limited
• Retail Concepts and Services Private Limited
• Reliance Retail Insurance Broking Limited
• Reliance Dairy Foods Limited
• Reliance Retail Finance Limited
• Reliancedigital Retail Limited
• Reliance Jamnagar Infrastructure Limited

43
• Reliance Haryana SEZ Limited
• Reliance Industrial Investment & Holdings Limited
• Reliance Ventures Limited
• Reliance Strategic Investments Limited
• Reliance Exploration & Production - DMCC

Major Achievements of Reliance:

• The world's largest producer of Polyester Fibre and Yarn


• 4th largest producer of Paraxylene (PX)
• 5th largest producer of Purified Terepthalic Acid (PTA)
• 7th largest producer of Polypropylene (PP)
• Reliance's refinery at Jamnagar is the third largest refinery at a single location in
the world.
• Reliance pioneered the first ever Euro Convertible Bond issue by an Indian
company.
• Reliance is the first private sector company in India to be rated by international
credit rating agencies.
• First corporate in Asia to issue 50 and 100 years bond in US debt market.
• First private sector company in India to record a net profit of US dollar of over 1
billion.

44
Group companies of Reliance

Major Group
Company

Reliance Industrial
Reliance Industries Reliance Retail Infrastructure

Reliance Fresh

45
1.(RIL) RELIANCE INDUSTRIEES LTD.

Type Public (NSE: RELIANCE)


Founded 1966 As Reliance Commercial Corporation
Headquarters Navi Mumbai, India
Key people Mukesh Ambani (Chairman) & (MD)
Industry Oil Conglomerates
Products Petroleum and Petroleum Products
Retail stores
Polymers
Polyesters
Chemicals
Textile
Revenue US$27.43 billion (2009)
Net income US$ 3.914 billion (2009)
Total equity US$21.31 billion (2009)
Employees 25,487 (2009)
Website RIL.com

Reliance Industries Limited (NSE: RELIANCE) is India's largest private sector


conglomerate (by market value) , with an annual turnover of US$ 35.9 billion and profit
of US$ 4.85 billion for the fiscal year ending in March 2008 making it one of India's
private sector Fortune Global 500 companies, being ranked at 206th position (2008).It
was founded by the Indian industrialist Dhirubhai Ambani in 1966. Ambani has been a
pioneer in introducing financial instruments like fully convertible debentures to the
Indian stock markets. Ambani was one of the first entrepreneurs to draw retail investors
to the stock markets. Critics allege that the rise of Reliance Industries to the top slot in
terms of market capitalization is largely due to Dhirubhai's ability to manipulate the
levers of a controlled economy to his advantage. Though the company's oil-related
operations form the core of its business, it has diversified its operations in recent years.
After severe differences between the founder's two sons, Mukesh Ambani and Anil
Ambani, the group was divided between them in 2006. In September 2008, Reliance

46
Industries was the only Indian firm featured in the Forbes's list of "world's 100 most
respected companies".

2. RIIL

Reliance Industrial Infrastructure Limited

Reliance Industrial Infrastructure Limited, a Reliance Group Company, is mainly


engaged in the business of setting up / operating Industrial Infrastructure. The
Company is also engaged in related activities involving leasing and providing
services connected with computer software and data processing. The Company has
its operations in the Mumbai and the Rasayani regions of Maharashtra, Surat and
Jamnagar belts of Gujarat as also at other places in India.

Reliance Industrial Infrastructure Limited - Profile in Brief

Reliance Industrial Infrastructure Limited is a Reliance Group Company.The Company's


Registered Office is situated at NKM International House, 5th Floor, 178 Backbay
Reclamation, Behind LIC Yogakshema Building, Babubhai Chinai Road, Mumbai
(Maharashtra) - 400 020, India.The Company was incorporated in September 1988 as a
Public Limited Company in the name of "Chembur Patalganga Pipelines Limited". The
name of the Company was subsequently changed to "CPPL Limited" in September 1992
and thereafter to its present name viz., "Reliance Industrial Infrastructure Limited" in
March 1994.The Company commenced its commercial operation in March 1992.

Activities
The Company, is mainly engaged in the business of setting up / operating Industrial
Infrastructure. The Company is also engaged in related activities involving leasing and
providing services connected with computer software and data processing. The Company
has set up a 200-millimetre dia twin pipeline system from the Refinery of Bharat
Petroleum Corporation at Mahul, Mumbai, for transporting petroleum products like
Naphtha and Kerosene to the Petrochemical Complex of Reliance Industries Limited at
Patalganga.
It has also erected and commissioned facilities, such as -

47
(i) Supervisory Control and Data Acquisition (SCADA) system and
(ii) Cathodic Protection system for the above pipeline system.
It has also constructed -
(i) Jackwell at River Tapi and an 18-kilometre long 1200-millimetre dia Raw Water
Pipeline System in Hazira.
(ii) 70000 kilolitre petrochemical product storage cum distribution Terminal at Jawaharlal
Nehru Port Trust Area in Nhava Sheva, Uran (Raigad District) in Maharashtra.

The Company has acquired and deployed various construction machinery on hire for use
at various construction sites all over India.The Company has its operations in the Mumbai
and the Rasayani regions of Maharashtra, Surat and Jamnagar belts of Gujarat as also at
other places in India.
Human Resource Development (HRD)

The Company believes that the quality of its Employees is the key to its success in the
long run. The Company has a team of able and experienced professionals. The Company
maintains cordial relations with its employees and provides development opportunities
and all round exposure to them.

3. RRL

Reliance Retail Ltd.(RRL)

Type Supermarket
Founded 30 october 2006
Headquater Mumbai India
Key people Mukesh Ambani,C.E.O
Industry Retail
Website www.ril.com

With a vision to generate inclusive growth and prosperity for farmers, vendor partners,
small shopkeepers and consumers, Reliance Retail Limited (RRL), a subsidiary of RIL,
was set up to lead Reliance Group’s foray into organized retail.

48
Since its inception in 2006, Reliance Retail Limited (RRL) has grown into an
organisation that caters to millions of customers, thousands of farmers and vendors.
Based on its core growth strategy of backward integration, RRL has made rapid progress
towards building an entire value chain starting from the farmers to the end
consumers.Through this year, RRL increased its footprint to more than 900 stores in 80
cities across 14 states in India. Keeping in sync with its multi-format store strategy,
RRL added new formats to its spectrum in the last year.

RRL now operates not only 'value' formats such as

 Reliance Fresh (neighbourhood store),


 Reliance Mart (all under one roof supermarket) &
 Reliance Super (mini-mart), which offer a range of products for daily household
usage;

RRL also operates specialty formats, such as

 Reliance Digital (consumer durables & information technology)

 Reliance Trends (apparel & accessories),


 Reliance Wellness (health, wellness & beauty),
 iStore (Apple products),
 Reliance Footprint (footwear),
 Reliance Jewels (jewellery),
 Reliance TimeOut (books, music & entertainment),
 Reliance AutoZone (automotive products & services) and
 Reliance Living (homeware, furniture, modular kitchens, furnishings).

Keeping in line with its commitment of providing customers with best quality products,
RRL has forged strategic partnerships with world-class companies such as Marks

49
and Spencer (apparel and accessories), Office Depot (office stationery), Pearle
Europe (optical products) and Hamleys (toys).

RRL has a direct engagement with over 5 million customers following a loyalty
program 'Reliance One' which was offered from the first day of its operation. During
the year, RRL continued to bolster its agribusiness & dairy value chain to support its
rapidly expanding store footprint. By sourcing directly at the farmer's doorstep, RRL
ensures fair and timely payments to the farmers, reduction in spoilage through its stateof-
the art supply chain and logistics network and high quality produce to its customers.

In the coming year, RRL will focus on continuously innovating to enrich customer's
shopping experience through customised offers, private labels and 'value-formoney'
merchandise. RRL is also committed to foster relationships with partners that will create
new avenues of value enhancement for its customers.

50
Reliance Fresh
Reliance Retail, the 100% subsidiary of Reliance Industries, on October 28 unveiled
Reliance Fresh, the first of its multi-format retail foray involving an investment of Rs
25,000 crore.

Reliance Fresh is the company’s brand for neighbourhood fresh-food outlets. It will also
sell kitchen equipment and other edibles.

Besides, it has planned hypermarkets, supermarkets, discount stores, department stores,


convenience stores and specialty stores, to be unveiled shortly.

The next stop for Reliance Retail will be Ahmedabad, where the company will launch an
outlet on December 28, the birthday of RIL founder Dhirubai Ambani.

After that, it will move to West Bengal and Punjab, followed by simultaneous launches in
Delhi and Mumbai.

“These stores, ranging from 2,000 to 5,000 sq feet, will provide customers with a variety
of fresh fruits, vegetables, staple foods and other products in a world-class ambience,”
said Gunender Kapur, president, foods business, at the unveiling ceremony.

The strategy is to open one Reliance Fresh store in a radius of three to four km to serve
1,000-2,000 families. This means about 30-40 stores in the major metros. The air-
conditioned stores recorded a combined sales of Rs 22 lakh on the inaugural day itself.

Reliance Fresh is selling vegetables and fruits sourced from farmers through the
company’s agri hubs.

51
Reliance Fresh is the convenience store format which forms part of the retail business of
Reliance Industries of India which is headed by Mukesh Ambani. Reliance plans to invest
in excess of Rs 25000 crores in the next 4 years in their retail division. The company
already has in excess of 560 reliance fresh outlets across the country. These stores sell
fresh fruits and vegetables, staples, groceries, fresh juice bars and dairy products.
A typical Reliance Fresh store is approximately 3000-4000 square. feet and caters to a
catchment area of 2-3 km.

Reliance Retail, the 100% subsidiary of Reliance Industries, on October 28 unveiled


Reliance Fresh, the first of its multi-format retail foray.Reliance Fresh is the company’s
brand for neighbourhood fresh-food outlets. It will also sell kitchen equipment and other
edibles. Besides, it has planned hypermarkets, supermarkets, discount stores, department
stores, convenience stores and specialty stores, to be unveiled shortly. The next stop for
Reliance Retail will be Ahmedabad, where the company will launch an outlet on
December 28, the birthday of RIL founder Dhirubai Ambani. After that, it will move to
West Bengal and Punjab, followed by simultaneous launches in Delhi and
Mumbai.“These stores, ranging from 2,000 to 5,000 sq feet, will provide customers with
a variety of fresh fruits, vegetables, staple foods and other products in a world-class
ambience,” said Gunender Kapur, president, foods business, at the unveiling ceremony.

52
The strategy is to open one Reliance Fresh store in a radius of three to four km to serve
1,000-2,000 families. This means about 30-40 stores in the major metros. The air-
conditioned stores recorded a combined sales of Rs 22 lakh on the inaugural day
itself.Reliance Fresh is selling vegetables and fruits sourced from farmers through the
company’s agri hubs.

Mukesh Ambani

Shri Mukesh Ambani is the son of Shri Dhirubhai Ambani,


Founder Chairman of Reliance. He has done his Chemical
Engineering from Mumbai University and pursued MBA
from Stanford University.

Mr. Ambani joined Reliance in 1981 and was instrumental


in Reliance's backward integration journey from textiles into polyester fibres and further
into petrochemicals, petroleum refining and going up-stream into oil and gas exploration
and production. Mr. Mukesh Ambani spearheaded the foundation of the world's largest
grassroots petroleum refinery at Jamnagar, India, with a current capacity of 660,000
barrels per day (33 million tonnes per year) integrated with petrochemicals, power
generation, port and related infrastructure. Mr. Ambani is steering Reliance 's initiatives
in a world scale, offshore, deep water oil and gas exploration and production program,
setting up of a second petroleum refinery at Jamnagar, development of infrastructure
facilities and implementation of a pan-India organized retail network spanning multiple
formats and supply chain infrastructure.

Mr. Mukesh Ambani had set up one of the largest and most complex information and
communications technology initiative in the world in the form of Reliance Infocomm
Limited (now Reliance Communications Limited).

53
54
HISTORY OF RELIANCE RETAIL

Post launch, in a dramatic shift in its positioning and mainly due to the circumstances
prevaling in UP, West Bengal and Orissa, it was mentioned recently in news dailies that,
Reliance Retail is moving out of stocking fruits and vegetables. Reliance Retail has
decided to minimise its exposure in the fruit and vegetable business and position Reliance
Fresh as a pure play super market focusing on categories like food, FMCG, home,
consumer durables, IT and wellness , with food accounting for the bulk of the business.

The company may not stock fruit and vegetables in some states. Though Reliance Fresh
is not exiting the fruit and vegetable business altogether, it has decided not to compete
with local vendors partly due to political reasons, and partly due to its inability to create a
robust supply chain. This is quite different from what the firm had originally planned.

When the first Reliance Fresh store opened in Hyderabad last October, not only did the
company said the store’s main focus would be fresh produce like fruits and vegetables at
a much lower price, but also spoke at length about its “farm-to-fork’’ theory. The idea the
company spoke about was to source from farmers and sell directly to the consumer
removing middlemen out of the way.

Reliance Fresh, Reliance Mart, Reliance Digital, Reliance Trendz, Reliance Footprint,
Reliance Wellness, Reliance Jewels, Reliance Timeout and Reliance Super are various
formats that Reliance has rolled out.

In addition, Reliance Retail has entered into an alliance with Apple for setting up a chain
of Apple Specialty Stores branded as iStore, starting with Bangalore.

55
Growth of Reliance Retail
 1st reliance fresh store in Hyderabad

 With overall reliance fresh stores already launched in Chennai ,Hyderabad abd
Jaipur ,Reliance Retail began its development of the national capital region
market with the recent opening of the 9 new stores in Gaziabad Noida and
Faridabad and Gurgaoh.

 The company is targeting to open 100 more reliance fresh stores in New Delhi
alone within 4 months,and a 1000 new stores in 35 cities nationwide by the end of
2010 with a build up area of over 4 million sq. ft. An investment of rs 8000 crore
is envisaged for the NCR region alone.

56
ABOUT COMPETITORS

EASYDAY STORES

easyday stores are run and managed by Bharti Retail, a wholly owned subsidiary of
Bharti Enterprises. easyday stores have opened in Punjab, Haryana, Delhi, Rajasthan and
Uttar Pradesh. Bharti Retail, which has tied up with Wal-Mart, the world’s largest
retailer, will name its convenience stores Bharti EasyDay. The first batch of stores will be
launched on April 2. A total of five stores will be launched initially—four in Ludhiana
and one in Chandigarh. The convenience stores will focus heavily on the food and
beverages section.According to industry sources, the stores would be modelled on
Reliance Fresh stores. The store size will vary from 1,300 square feet to 3,000 sq ft.

As is known, Wal-Mart has a technical agreement with Bharti for Its front-end retail
stores. For the back-end cash and carry segment the two companies have entered into a
50:50 joint venture.

As earlier reported by FE, Wal-Mart Inc’s vice-chairman Mike Duke had clearly hinted
that the front-end stores would not carry the Wal-Mart tag. This is because three-fourths
of Wal-Mart’s international business earnings are under 52 local brands across the globe.
“We want to be seen as local retailers serving the needs of the local people in an area,”
Duke had said.

However, Rajan Bharti Mittal, managing director, Bharti Enterprises, had earlier said the
final rollout plans of the retail and cash and carry stores would be made in April, and
brand names for the retail and cash and carry stores would be announced then.According
to industry sources, the forced closure of Reliance Retail stores in Uttar Pradesh might
have prompted Bharti to rework its branding strategy, and drop the Wal-Mart name to
avoid any negative brand perception.

The first cash and carry store operated by Wal-Mart will be rolled out by the year-end.
Bharti-Wal-Mart is expected to open 10-15 cash and carry stores in seven years and
employ about 5,000 people.

57
SUBHIKSHA RETAIL STORES

Type Discount department store

Founded Chennai, India (1997)


Number of locations 1000 stores

Key people R. Subramaniam


Industry Retail
Employees 25,000

Subhiksha was an Indian retail chain with 1600 outlets selling groceries, fruits,
vegetables, medicines and mobile phones. It was started and is managed by R
Subramaniam, an IIM Ahmedabad alumnus. Subhiksha planed to open 1000 outlets by
December 2008.He also planned to invest Rs.500 crore to increase the number of outlets
to 2000 across the country by 2009.its turn over was 2305 crore in financial year
2008.The name Subhiksha means prosperity in Sanskrit. It opened its first store in
Thiruvanmiyur in Chennai in March, 1997 with an investment of about Rs. 5 lakhs. The
retail chain has seen a considerable growth by offering goods at cheaper rates and there
by increasing its customer base. Subhiksha now has the pan Indian presence with stores
across Delhi, UP, Punjab, Haryana, Gujarat, Maharashtra, AP, Karnataka and TN. It has
recently commenced operation in Kerala also. Today, it is a multi-locational,
professionally managed and vibrant organization. Subhiksha now has even opened
Specialised Mobile shops called Subhiksha Mobile where mobiles are sold at a
discounted price.As of January 2009, Subhiksha has been facing severe financial crises
pertaining to liquidity. This has led to the shutting down of a large number of stores
across the Nation. Shortly thereafter the overextended chain imploded and all stores
across the country were shut down. Most likely never to open again.

In March 2010, Mr. Azim Premji, a well known Indian business man, who invested in
Subhiksha through his investment vehicle said that Subhiksha was a retail equivalent of
Satyam - India's largest corporate fraud. He said, "There was an overstatement of
accounts, fake inventory, fake bills, fake companies that money was transferred to."

58
SPENCER RETAIL

Spencer's Retail is one of India’s fastest growing retail stores based in Mumbai. It has
multiple formats for retailing food, apparel, fashion, electronics, lifestyle products, music
and books.It is owned by the RPG Group, a major business house.Established in 1996,
Spencer’s is one of the popular destination[citation needed]
for shoppers in India with
supermarkets, hypermarkets and dailies spread all over India.Spencer's Retail Limited is
one of India's largest and fastest growing multi-format retailer with 250 stores, including
36 large format stores across 50 cities in India. Spencer's focuses on verticals like food
and grocery, fruit and vegetables, electrical and electronics, home and office essentials,
garments and fashion accessories, toys, food and personal care, music and books.
Established in 1996, Spencer's has become a popular destination for shoppers in India
with hypermarkets and convenient stores catering to various shopping needs of its large
consumer base.

Operations
Spencer's has retail footage of over 1.1 million square feet and over 250 Spencer's stores
in 50 cities. The company operates through the following formats:

• The Spencer's Hyper stores are destination stores, of more than 15,000 sq. ft in
size. They offer everything under one roof. The merchandise ranges from fruits &
vegetables, processed foods (Ready to Eat, Ready to Cook, FMCG
products),specialty foods including international, sugar free, organic foods,
etc...groceries, meat, chicken, fish, bakery, chilled and frozen foods, garments,
consumer electronics & electrical products, home care, home décor & home
needs, office stationeries, soft toys. Besides, the stores also comprise book &
music retailing, electronic gadgets and IT accessories. On an average, a Spencer's
hyper stocks 70,000 SKUs across 35,000 items.

The Spencer's stores are neighborhood stores ranging from 1500 less than 15000 sq. ft.
These stores stock the necessary range and assortment in fruit and vegetables, fmcg food
and non-food, staples and frozen foods and cater to the daily and weekly top-up shopping
needs of the consumer.

59
VISHAL MEGA MART

What started as a humble one store enterprise in 1986 in Kolkata (erstwhile, Calcutta) is
today a conglomerate encompassing 180 showrooms in 100 cities / 24 states. India’s first
hyper-market has also been opened for the Indian consumer by Vishal. Situated in the
national capital Delhi this store boasts of the singe largest collection of goods and
commodities sold under one roof in India.The group had a turnover of Rs. 1463.12
million for fiscal 2005, under the dynamic leadership of Mr.Ram Chandra Agarwal . The
group had a turnover of Rs 2884.43 million for fiscal 2006 and Rs. 6026.53 million for
fiscal 2007.

The group’s prime focus is on retailing. The Vishal stores offer affordable family fashion
at prices to suit every pocket.

The group’s philosophy is integration and towards this end has initiated backward
integration in the field of high fashion by setting up a state of the art manufacturing
facility to support its retail endeavors.

Vishal is one of fastest growing retailing groups in India. Its outlets cater to almost all
price ranges. The showrooms have over 70,000 products range which fulfills all your
household needs, and can be catered to under one roof. It is covering about 29, 90, 146
sq. ft. in 24 states across India. Each store gives you international quality goods and
prices hard to match. The cost benefits that is derived from the large central purchase of
goods and services is passed on to the consumer.

60
ANALYSIS AND INTERPRETATION

Q1. which income level do you belong to

Table 1
Income Number of Persons % of Persons

Below 10000 10 20
10000-20000 25 50
Above 20000 15 30
Total 50 100

Source: Survey Data

Graph 1
% of Persons

45-60
20%

15-30
30-45
30-45 15-30 45-60
20% 60%

Source: Table Data

Interpretation:-
According to the above analysis 20% people are below

10000, 50% are in between 10000-20000 and 30% are above 20000.

61
Q2. How frequently do you shop

Table 2
Frequency of No of persons % of persons
shopping
Quite frequently 10 20
Occasionally 20 40
Seldom 15 30
Daily 5 10
Total 50 100

Source: Survey Data

Graph 2
% of persons

50

40

30
20 40
30
10 20
10
0
Quite
Occasionally Seldom Daily
frequently
% of persons 20 40 30 10

% of persons

Source: Table Data


Interpretation:-
According to the above analysis 20% people do shopping quite
frequently, 40% occasionally, 30%seldom and 10%daily.

62
Q3. Which Retail stores do you prefer

Table 3
Preference No of % of
people persons
Local 15 30
Branded 35 70
Total 50 100
Source: Survey Data

Graph 3

%of persons

Local
Branded

Local, 30%

Branded,
70%

Source: Table Data

Interpretation:-
According to the above analysis 70%people prefer Branded Retail Stores

(Reliance fresh, Spencer, Subiksha, Easy day) and 30%prefer local stores.

63
Q4.Which Retail Store do you Shop

Table 4
Retail store No of people % of persons
Reliance Fresh 26 52
Subhiksha 16 32
Spencer 2 4
Easyday 5 10
Others 1 2
Total 50 100
Source: Survey Data

Graph 4
% of persons

60
52
50

40
32
30 % of persons

20
10
10 4 2
0
Reliance
Subhiksha Spencer Easyday Others
Fresh
% of persons 52 32 4 10 2

Source: Table Data

Interpretation:-
According to above analysis 52% people prefer Reliance Fresh, 32%
prefer Subiksha, 4% prefer Spencer, 10 % prefer easyday and 2% prefer other retail
stores for shopping.

64
Q5. How do you come to know about that retail store

Table 5
Media Used No of people % of persons
T.V. 30 60
Newspaper 8 16
Radio 5 10
Friends 6 12
Others 1 2
Total 50 100
Source: Survey Data

Graph 5
%of persons

80
60
60

40 %of persons

16
20 10 12
2
0
News Frien Other
T.V. Radio
paper ds s
%of 60 16 10 12 2
persons

Source: Table Data

Interpretation:-
According to the above analysis 60% people use T.V. as a source of

Information regarding a retail store, 16% use news paper,10% use radio,12% consider

Friend’s advice and 10% use others.

65
Q6. Why do you visit a retail store
Table 6
Options No of people % of persons
Shopping 20 40
See new stuff 5 10
To maintain standards 10 20
Check different schemes 5 10
Others 10 20
Total 50 100
Source: Survey Data

Graph 6
% of persons

50
40
40

30
20 20 % of persons
20
10 10
10

0
See new To maintain Check
Shopping Others
stuff standards different
% of persons 40 10 20 10 20

Source: Table Data

Interpretation:-
According to the above analysis 40% people are going to retail

stores for shopping, 10% just to see new stuff while 20 %go for the sake of standard

10% go to check different Schemes and 20% go for other reasons

66
Q7. What do you consider while purchasing any product in retail stores

Table 7
Options No of people % of persons
Brand 32 64
Quality 4 8
Price 7 14
Satisfaction Level 2 14
Eye-catching schemes 2 4
All above 3 6
Total 50 100
Source: Survey Data

Graph 7
% of persons

80
64
60

40

20 14 14
8 6
4
0
Satisfacti Eye-
Brand Quality Price All above
on Level catching
% of persons 64 8 14 14 4 6

% of persons

Source: Table Data

Interpretation:-
According to the above analysis 64% people go for brand while

purchasing a product,8% go for quality,14% go for price,14% go for satisfaction level

while 6% go for all the above.

67
Q8. How do you consider a retail store good/bad.

Table 8
Options No of people % of persons
By location 13 26
By value added 16 32
Range of assortment 12 24
Quality products 8 16
Others 1 2
Total 50 100
Source: Survey Data

Graph 8
% of persons

40
32
30 26 24

20 16

10
2
0
By value Range of Quality
By location Others
added assortment products
% of persons 26 32 24 16 2

% of persons

Source: Table Data


Interpretation:-
According to the above analysis20% of the people prefer location of a

store as a tool of judgment while 40%consider value added services and 40% prefer range

of assortment.

68
Q9. Are you satisfied with services provided by Reliance fresh

Table 9
Response No of people % of persons
Yes 40 80
No 6 12
Not Applicable 4 8
Total 50 100
Source: Survey Data

Graph 9
% of persons

Yes No Not Applicable

Not Applicable
8%
No
12%

Yes
80%

Source: Table Data

Interpretation:-
According to the above analysis80% people are satisfied by the

services provided by their reliance fresh retailer while 12% are not and others 8% are not

applicable.

69
Q10. If yes, then do you want to continue to enjoy the services further from reliance
fresh

Table 10
Continue services No. of people % of persons
with Reliance fresh
Yes 39 78
No 11 22
Total 50 100
Source: Survey Data

Graph 10

% of persons

No
22%

Yes
No

Yes
78%

Source: Table Data


Interpretation:-
According to above analysis 78% people want to continue services

with Reliance fresh while other 22% are not.

70
Q11. Which value-added services provided by reliance fresh attract you the most

Table 11
Options No of person % of persons

Attractive Price 8 16
Discounts 33 66
Others 9 18
Total 50 100

Source: Survey Data

Graph 11

% of persons

Others Attractive Price


18% 16%

Attractive Price
Discounts
Others

Discounts
66%

Source: Table Data

Interpretation:-
According to the above analysis 16% people feel attracted towards price

off provided by their retailer while 66% Various discounts.

71
Q12. Do you feel impulse to purchase after seeing Reliance Fresh

Table 12
Response No. of % of
people persons
Yes 36 72
No 14 28
Total 50 100
Source: Survey Data

Graph 12
%AGE

NO
30%

YES
NO
YES
70%

Source: Table Data

Interpretation:-
According to the above analysis 70% of the people feel impulse to

purchase after seeing a Reliance fresh retail store while 30% are not.

72
Q13. Will you advice other people to buy from reliance fresh retail store

Table 13
Response No. of % of persons
people
Yes 32 64
No 9 18
Upto some extent 9 18
Total 50 100
Source: Survey Data

Graph 13

% of persons

Upto some
extent
18%
Yes
No No
18% Yes Upto some extent
64%

Source: Table Data


Interpretation:-
According to the above analysis 64% of the people will advice others

to buy from reliance fresh while 18% are not and other 18% will advice up to some

extent.

73
Q14. If you don’t want to continue the services from Reliance Fresh Specify the
reasons?
Table 14

Reasons No. of % of persons


people
Customer Dealings 4 8
Location 7 14
Infrastructure 3 6
Services 6 12
Not Applicable 30 60
Total 50 100
Source: Survey Data

Graph 14

%of persons

80
60
60

40 %of persons

20 14 12
8 6
0
Custo Locat Infras Servi Not
mer ion tructu ces Appli
%of 8 14 6 12 60
persons

Source: Table Data

Interpretation:-
According to this above analysis, 40% respondents don’t want to

continue the services from Reliance fresh due to following reasons:

 8% due to customer dealings

 14 % due to locations

 6% due to Infrastructure & 12 % due to services

74
Q15. What will be your reaction on an up-coming retail store.

Table 15
Reaction No. of % of persons
people
Excited 40 80
Not-Excited 10 20
Total 50 100
Source: Survey Data

Graph 15

%age

not excieted
20%

excieted
not excieted

excieted
80%

Source: Table Data

Interpretation:-
According to the above analysis 80% people are excited about a new

retail store while 20% are not.

75
Q16. Will you switch over if any retail house provides you better services

Table 16
Reaction No. of % of persons
people
Yes 24 48
No 15 30
Maybe 11 22
Total 50 100
Source: Survey Data

Graph 16

% of persons

% of persons

60
48
50
40
30
30 22
20
10
0
Yes No Maybe
% of persons 48 30 22

Source: Table Data

Interpretation:-
According to the above analysis 48% people will switch if any other

retailer provide them better services while 30% wont switch while other 22%may switch.

76
Q17. Do you really get influenced by WOM (word of mouth)

Table 17
Response No. of % of persons
people
Yes 32 64
No 18 36
Total 50 100
Source: Survey Data

Graph 17
%AGE

NO
40%
YES
YES NO
60%

Source: Table Data

Interpretation:-
According to the above analysis 40%people really not get influenced

by word of mouth while 60% get influenced by it

77
Q18. Do you think shopping culture really affect your choice regarding a retail store
Table 18
Response No. of % of persons
people
Yes 39 78
No 11 22
Total 50 100
Source: Survey Data

Graph 18

% of persons

100
78
80

60

40
22
20

0
Yes No
% of persons 78 22

% of persons

Source: Table Data

Interpretation:-
According to the above analysis 22%people says that shopping

culture doesn’t affect their choice regarding a retail store while 78% says that it really

affects.

78
Q19. Rate the Reliance fresh store

Table 19
Response No. of % of persons
people
Very Good 28 56
Good 10 20
Average 4 8
Bad 3 6
Very bad 5 10
Total 50 100
Source: Survey Data

Graph 19

% of persons

Very bad
10%
Bad
6%
Very Good
Average
Good
8%
Average
Very Good
Bad
Good 56%
20% Very bad

Source: Table Data

Interpretation:-
According to the above analysis 56% people rate the reliance fresh

very good,20% rate them good,8% rate them average,6%rate them bad and 10 %rate

them very bad.

79
FINDINGS OF THE STUDY

• 50% of people between income level 10000-20000 visit retail stores so most of the
middle income group visit retail stores.
• 52% people prefer Reliance Fresh Retail Stores on others like Subhiksha, Easyday,
Spencer etc.Most of the people also advise others to buy from Reliance Fresh Retail
Stores.
• As retail sector is booming more and more retail stores are penetrating into small stores
and consumers are really excited about this.
• 80% people are quite satisfied and most of them want to continue services from Reliance
Fresh. Most of the people feel impulse to purchase from Reliance fresh stores.
• Retailers are trying to fulfill all the expectations of consumers by providing them various
value added services, Attractive prices and Discounts
• Most successful retailers are trying to satisfy all level if customers by providing them
good brand, quality, price etc. 64% people prefer Brand more while purchasing.
• One of the most important decisions taken by a retailer is the choice of a retail store
location.It as also noticed that people are really get influenced by word of mouth.
.

80
SUGGESTIONS

1. More and more value added services should be given to consumers


• On demand delivery
• Discount on bulk buying
• Quantity discount
2. The interior and exterior of the stores should be given due consideration.
• Proper lighting
• Proper parking space
• Regarding customer service
• Proper spacing between the product
3. Efforts should be made to generate positive WOM (word of mouth).
4. More focus should be given on customer service.
5. More emphasis should be given on proper display of product.
6. More emphasis should be given on the selection of the location of a Retail store.

81
LIMITATIONS OF THE STUDY

The research has been made by keeping various aspects into consideration. Some
limitations of my research are:-

• Survey is based mainly on the information and data supplied by the people. So
biasness can be a problem.

• Assumptions do not hold true in all cases. For example during the research; it was
assumed that respondents have exact and appropriate knowledge of the stock
market. But this is not true in all cases.

• Due to small sample size results are not completely reliable.

• Time span of the project is very limited. So proper information gathering is


difficult.

• Whatever information is relevant today, may not be relevant tomorrow.

• Surveys are conducted in specific areas in Rohtak. Therefore, we cannot take it


as the information regarding the whole area.

• Some respondents are not willing to respond.

• The sample size was 50, which may not reflect a true picture of the consumers
mind. Because of these constraints, the analysis may not be accurate and may
vary, when test will take in different places and time.

82
CONCLUSION

Today the phrase consumer is king is more relevant than ever, before, as it is the
consumer who drives the sales and in effect the retail operations.

• As global competitions increase, global and educated customers demanding more


and more products information and have limited brand loyalty these are some of
the realities of retail in today’s world.
• So it becomes important for retailers judge response of consumers that what
consumer is feeling about a retail store and efforts should be made to enhance his
satisfaction level.

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