1. A STUDY ON CUSTOMER SATISFACTION LEVEL OF
MEN’S FORMAL SECTION OF PANTALOONS
GARIAHAT
DISSERTATION SUBMITTED IN PARTIAL FULFILLMENT OF REQUIREMENT FOR
MBA
BY
SIBAJI BASU,
REGISTRATION NO-00568
ROLL NO- VU/MBA-IIS-155
UNDER THE GUIDANCE OF
MR. INDRAJIT BHOWMICK
STORE MANAGER
PANTALOONS, GARIAHAT
&
EIILM , KOLKATA
AUGUST,2015

2. DECLARATION
I do here by declare that this report is submitted by me for partial fulfillmentMaster of Business
Administration Programme in Marketing specialization from Eastern Institute for Integrated
Learning in Management. The report is exclusively prepared by me and has not been submitted
to any other institution or published anywhere before.
DATE: --------------------------------
SIGNATURE

3. ACKNOWLEDGEMENT
The project of this magnitude would not have been completed singly. Firstly I want to give
heartily thanks to almighty that made the world and me also.
It gives me immense pleasure to thank
At the very outset. I would like to thank Mr. INDRAJIT BHOWMICK (store manager)
&Ms.MADHUMITA SARKAR (H.R) of Pantaloons Gariahat for their guidance to undertake
this project.
Finally, I would like to thank all others who directly or indirectly helped me to accomplish my
project work.

4. EXECUTIVE SUMMARY
I have been assigned a task as a project relegated to customer satisfaction. The project title is” A
STUDY ON CUSTOMER SATISFACTION LEVEL OF MEN'S FORMAL SECTION OF
PANTALOONS- GARIAHAT”. A project is an integral part of curriculum and its purpose to
provide us with practical exposure of market in today’s changing scenario. It has in development
of practical skills and analytical thinking process.
This project report throws light on the reasons behind customer’s decision of choosing Men’s
Formal Section of Pantaloon-Gariahatfor the purchase of Apparels and various other
products.Pantaloon as a Retail Brand is one of the emerging players in the Indian retail industry
and offers a deep insight into the industry.
For completion of this report nearby Pantaloon store for conducting survey and fulfillment of
questionnaires. A sample size of 100 was selected. Among those who were interviewed consist
of housewives, professionals, and even college going students. Though the sample size
considered was small but it was so varied in order to overcome all the odds. Random stratified
sampling method was considered to be best suited to fulfill the project hypothesis. A structured
questionnaire was constructed in order to measure the responses of respondents on suitable scale
so that they can be analyzed. Primary data collection was done through questionnaire and
interviews and secondary data collection through company websites.
Through survey effect of various factors like ambience of store, discount and convenience came
in light and the reason of people choosing Pantaloon over other retail outlets became clear. My
recommendation forPantaloonsthat they should have more Staff especially during Sales, more
Sitting area, more variety, etc.

5. TABLE OF CONTENT
S.NO CONTENT PAGE NO.
1 INTRODUCTION 1-9
2 METHODOLOGY 10-23
3 CONCLUSION & RECOMMENDATION 24-25
4 LIMITATIONS 26
5 REFERENCE 27
6 ANNEXURE 28-29

6. INTRODUCTION
COMPANY PROFILE
Pantaloons, previously controlled by the Future Group, has been recently taken over by Aditya Birla
Novo Limited, a US $4 billion premium diversified conglomerate and India's largest manufacturer of
linen fabric.
Pantaloons Fashion & Retail Limited is an Indian premium clothing retail chain. The first
Pantaloons store was launched in Gariahat, Kolkata in 1997. Pantaloons was previously controlled
by the Future Group, but has now been taken over by Aditya Birla Nuvo Limited (ABNL).According to
the Brand Trust Report 2014, a study conducted by Trust Research Advisory, Pantaloons featured
among 100 most trusted brands in India.
Pantaloons offers multiple accessories and clothing brands across a spectrum of categories for men,
women and kids. The company provides an incredible and complete one-stop shopping experience to
its buyers through its vast collection of more than 200 prestigious brands for the discerning
fashionista. Pantaloons, with a presence across 49 cities through 103 aesthetically designed large
format stores and 26 factory outlets, displays a range of classy and trendy merchandise that truly
lives up to Pantaloons’ maxim of ‘fresh fashion’.
A typical Pantaloons store comprises a brand portfolio that runs across a gamut of styles that spell
class. The collection includes ready-to-wear western and ethnic apparel for men, women and kids,
complemented by an exhaustive range of accessories. The variety of products and brands has helped
propel Pantaloons to become one of the best clothing brands in India.
1

7. Apparel, brands and accessories
Pantaloons offers its customers a collection of apparels and accessories from the stables of globally
renowned brands. The private labels for men in western wear include Lombard, Rig, Bare Denim,
Bare Leisure, SF Jeans, Byford, F Factor and JM Sport apart from trendy brands like John Miller and
Akkriti provides a wide selection of ethnic wear.
The women’s section houses the private labels — Bare Denim, Bare Leisure, Rig, Annabelle, Honey,
and Ajile — in western wear, as well as the choicest ethnic wear from RangManch, Trishaa and
Akkriti. Popular brands like Lee Cooper, Biba are also available. The formal wear section offers a
range of crisp and well-tailored collection by popular international brands such as Van Heusen, Allen
Solly, Peter England and Louis Philippe.
Kids can choose from private labels like Bare Denim, Bare Leisure, Rig, or indulge in exclusive
brands like Lee Cooper Juniors, Chalk, Poppers, Pink & Blue, and Sach in addition to international
brands like Barbie and Disney. For the ethnic look, they can opt for traditional wear from Akkriti.
The portfolio of brands also includes infant wear by Chirpie Pie.
Pantaloons offers much more than just apparel. Customers can shop from an assortment of watches
from renowned international brands, including Tommy Hilfiger, Esprit, Kenneth Cole, Citizen,
Timex, Titan and others.
Trendy sunglasses from Polaroid, Guess, Police, Scott, I Dee and Allen Solly are also available. The
accessories and beauty segments display an attractive collection of ladies’ handbags from Lavie,
Caprese, Fiorelli and Fastrack. Also available are products from colour cosmetic brands such as
Bourjois, Chambor, Deborah, Faces, Revlon, Maybelline, and Lakmé, as well as a wide collection of
exotic fragrances.
In its endeavor to meet the consumer’s ever-changing fashion needs, Pantaloons has introduced new
brands that include Candies, Alto Moda, Turtle, Spykar, 109F, AND, Chemistry, Global Desi and
Giny&Jony.
Pantaloons is an integral part of the prestigious Aditya Birla Group, a USD 40 billion Indian
multinational company, operating in 36 countries across the globe with over 120,000
employees.Voted as ‘India’s Most Trusted Apparel Retail Brand’ in the prestigious Brand Equity
Survey 2014, Pantaloons continues to nurture consumer trust and confidence.
With its overwhelming repertoire of lifestyle apparel brands, the company is focused on growth
while continuing to create fresh fashion. Among some of the top clothing brands in India, Pantaloons
is recognized by its warm personalized service that completes the core proposition of this trendy
chain.
2

8. Board Of Directors
Sr. No Name Designation
1 PranabBarua Managing Director
2 Bharat Vithalbhai Patel Director
3 SukanyaKripalu Director
4 Sushil Agarwal Director
3

9. 4

10. Loyalty programme
The Pantaloons Payback Greencard, which is a unique loyalty programmed, has been designed
exclusively for Pantaloons' customers to enhance customer experience. Presently offered to over
4 million members, the programme entitles members to discounts, points and special privileges
at all Pantaloons stores.
The card has four tiers depending on the year's shopping. As a customer shops, the card upgrades
with increasing privileges and discounts.
The benefits covered under Greencard include discounts, Payback points, complimentary
parking, complimentary home drop of altered garments, relaxed exchange policy, complimentary
shipping across India, exclusive sale preview, exclusive billing counters and assisted shopping
among others.
5

11. INTRODUCTION OF MY PROJECT
My project title is “A STUDY ON CUSTOMER SATISFACTION LEVEL OF MEN’S
FORMAL SECTION OF PANTALOONS- GARIAHAT”. Which I have done in Pantaloons-
Gariahat involves stuyding customer’s satisfaction with in the store and interaction with them to
understand their needs and satisfaction level with the product and services offered by the
company.
It is very important to understand customer’s needs to serve them better and to understand needs
management should understand key buying factors, so that management could prepare
themselves accordingly. We must satisfy and even delight our customer with the value of our
products and services to gain their loyalty and repeat business. Customer satisfaction is therefore
a primary goal of process improvement programs. So how satisfied are our customer? One of the
best ways to find out is to ask them using customer satisfaction surveys.
Employee and the management of the store can use the survey information to identify
opportunities for ongoing process improvement and to monitor the impact of those
improvements.
An unsatisfied customer will tell many people about their negative experience. A satisfied
customer will only tell three to five people about their positive experience. So a retailer should
always think in that way to satisfy their customer and delighting them with the services which
competitors never think of .
ADDITONAL WORK
 Giving vouchers related to jamai sashthi festival offer.
 Selling the products to the customers.
 Helping them to make Green cards.
 Tagging of the merchandise to save them from theft.
 Folding the Garments
 I redeemed the points of the customers, accumulated in their Privilege Card.
 I was assigned to call the customers by Telephone to inform them about several ongoing
offers.
.6

12. SALE FIGURE
DATE BRAND QUANTITY (PIECES) AMOUNT(RUPEES)
1
ST
MAY-31
ST
MAY VAN HAUSEN 3 6099
ALLEN SOLLY 7 13194
BARE LESURE 9 9291
JOHN MILLER 4 4196
LOUIS PHILLIPPE 2 4349
BYFORD 1 1299
TURTLE 3 3397
PETER ENGLAND 2 2398
1
ST
JUNE-30
TH
JUNE ALLEN SOLLY 4 7196
LOMBARD 2 1598
LOUIS PHILLIPPE 1 1899
VAN HAUSEN 5 9696
JOHN MILLER 2 1998
BYFORD 1 899
PETER ENGLAND 9 9391
BARE LESURE 7 8493
TOTAL MERCHENDISE SOLD= 62 PIECES TOTAL AMOUNT-Rs. 85,393/-
7

13. OBJECTIVE OF THE STUDY
Objective of the study of customer services as a part of customer experince is to put things in
mind as to how customer service affects the whole shopping experience of the customer and
what all is needed on the part of retailer to make experience a remembering one for every
individual customer.
 The first objective of my project is customer satisfaction level identification in men’s
formal section of Pantaloons-Gariahat.
 The second objective of my project is understanding of the most preferred brands in
men’s formal section of Pantaloons -Gariahat.
 The third objective of my project is finding out the acceptance of the loyalty programmed
within Pantaloons -Gariahat.
 The fourth objective is to find out the performance level of the staffs available within
Men’s formal Section within Pantaloons – Gariahar.
8

14. In this project we will try to cover the few aspects of the store which is being assigned to me. I
have tried to gain knowledge about the customer satisfaction in the store, understood the
need, requirement of customer.
Using various kinds of tactis to get customers it is important for a lifestyle retailer. Pantaloons is
one of the store in india which provides offers, quality products with discounted offers. And to
make the store profitable it becomes important for them to maintain that image by using
various Methods and Research.
 Offers and dicounts
 Schemes
 Buy one get one offers
 End of season sales
 Giving good shopping experince to customer
9

15. METHODOLOGY
“Methodology” implies more than simply the methods you intend to use to collect data. It is
often necessary to include a consideration of the concepts and theories which underlie the
methods. For instance, if you intend to highlight a specific feature of a sociological theory or test
an algorithm for some aspect of information retrieval, or test the validity of a particular system,
you have to show that you understand the underlying concepts of the methodology.
When you describe your methods it is necessary to state how you have addressed the research
questions and/or hypotheses. The methods should be described in enough detail for the study to
be replicated, or at least repeated in a similar way in another situation. Every stage should be
explained and justified with clear reasons for the choice of your particular methods and
materials.
There are many different ways to approach the research that fulfils the requirements of a
dissertation. These may vary both within and between disciplines. It is important to consider the
expectations and possibilities concerning research in your own field. You can do this by talking
to your tutors and looking at dissertations written by former students on your course.
RESEARCHDESIGN
 TARGET POPULATION – The sample size of 100 respondents was taken by me for
completion of my project.
 SAMPLING FRAME CRITERIA – In this project Men’s formal section of Pantaloons
- Gariahat was chosen as a sampling frame comprises all elements of a population with
proper identification that is available to us for selection of any stage of sampling.
 SAMPLING TECHNIQUE –I chose convenience sampling for completion of my
project Men’s formal section of Pantaloons -Gariahat was selected as the study area and
people of this area where selected for collecting response for my questionnaire.
 SURVEY INSTRUMENTS - Questionnaire method was chosen as a survey instrument
10

16. INTERPRETATION
1) WHEN WOULD YOU LIKE TO VISIT PANTALOONS GARIAHAT?
This pie chart shows that most of the respondents ( around 44%) have visited Pantaloons during
offer time. This question was included in questionnaire in order to now the visits in Pantaloons
11
6%
12%
44%
27%
11%
WEEKLY
MONTHLY
DURING OFFER
TIME
DURING FESTIVAL
TIME
OCCASIONALLY

17. 2) WHICH CATEGORY OF BRAND YOU PREFER WITHIN MEN’S FORMAL
SECTION?
This pie chart shows that most of the respondents ( around 56%) prefer in house category of
brand of Pantaloons. This question was included in questionnaire in order to now the category of
brand preference.
12
56%
44%
IN HOUSE NPB (NON PANTALOONS BRANDS)

18. 3) WHICH BRAND YOU PREFER MOSTFOR MEN’S FORMAL?
This bar diagram shows that most of the respondents ( around 27%) have prefer Bare leisure
brand from Pantaloons. This question was included in questionnaire in order to now the
preference of brands in Men’s Formal section.
13
5%
8%
6%
15%
11%
27%
11%
9%
8%
VAN HEUSEN
JOHN MILLER
LOUIS PHILLIPPE
LOMBARD
PETER ENGLAND
BARE LEISURE
BYFORD
ALLEN SOLLY
TURTLE
0% 10% 20% 30%
BRAND
PREFERENCE

19. 4) SERVICE OFFRED BY EMPLOYEES?
This pie chart shows that most of the respondents ( around 42%) feels that service offered by
Pantaloons is Average. This question was included in questionnaire in order to now the services
offered by employees.
14
18%
36%
42%
4%
0%
EXCELLENT
GOOD
AVERAGE
POOR
VERY POOR

20. 5) IF YOU ARE A GREEN CARD HOLDER WHAT STAR DO YOU HAVE?
This pie chart shows that most of the respondents ( around 15%) have 3 star card , around 13%
respondents have 7 star card , around 36% have 5 star card and only 36% respondent have 1 star
card . This question was included in questionnaire in order to know star the green card holder
have.
15
36%
15%
36%
13%
1 STAR CARD
3 STAR CARD
5 STAR CARD
7 STAR CARD

21. 6) GREEN CARD DISCOUNT PLAYS AN IMPORTANT ROLE?
This pie chart shows that most of the respondents ( around 42%) response is neutral about the
important role of discount of the green card . This question was included in questionnaire in
order to now the role of green card discounts plays.
16
16%
34%
42%
6%
2%
STRONGLY AGREE AGREE NEUTRAL DISAGREE STRONGLY DISAGREE

22. 7) YOUR OPINION ABOUT PROMOTION SCHEMES?
This pie chart shows that most of the respondents (around 47%) response is average about the
promotional schemes. This question was included in questionnaire in order to now the opinion
about promotional schemes.
17
14%
31%
47%
8%
0%
EXCELLENT
GOOD
AVERAGE
POOR
VERY POOR

23. 8) OCCUPATION
This pie chart displays that 32% of the total respondents (total 100 respondents) are Business
owners. This question was included in questionnaire in order to know the occupation of the
customers.
18
18%
28%
32%
22%
STUDENT SERVICE HOLDER BUSINESS OTHERS

24. 9) AMBIENCE INSIDETHE STORE?
This pie chart shows that most of the respondents (around 46%) feels that Ambience inside the
the story is Good. This question was included in questionnaire in order to now the ambience.
19
16%
46%
34%
4%
0%
EXCELLENT
GOOD
AVERAGE
POOR
VERY POOR

25. 10) OVERALL SHOPING EXPERIENCE IN PANTALOONS
This pie chart shows that most of the respondents (around 41%) response is Average about the
shopping experience in Pantaloons. This question was included in questionnaire in order to now
the opinion about the shopping experience in Pantaloons.
20
19%
34%
41%
6%
0%
EXCELLENT
GOOD
AVERAGE
POOR
VERY POOR

26. 11) YOUR OPINION ABOUT THE AVAILABILITY, VARIETY AND QUALITY?
This pie chart shows that most of the respondents (around 43%) are average. This question was
included in questionnaire in order to now the availability, variety and quality of product on
men’s formal section.
21
18%
33%
43%
6%
0%
EXCELLENT
GOOD
AVERAGE
POOR
VERY POOR

27. 12) GENDER
This pie chart shows that most of the respondents ( around 53%) are male . This question was
included in questionnaire in order to now the gender who came for shopping at men’s formal
section.
22
53%
47%
MALE
FEMALE

28. 13) MONTHLY INCOME
This pie chart shows that most of the respondents ( around 41%) are 20-50k Monthly Income .
This question was included in questionnaire in order to now the gender who came for shopping
at men’s formal section
23
36%
41%
23%
10-20K
20-50K
50000 ABOVE

29. CONCLUSION & RECOMMENDATIONS
FINDINGS
 44% of the consumers visit the store during offer time and 27% during festival time
 Bare leisure is the most preferable brand s in Men’s Formal Section
 I consider that quality ,availability, variety of Brands are good.
 Ambience in the section is good.
 Staff Service in the section is average.
 Pantaloons green card plays a very good role to make customers loyal to Pantaloons.
 The promotional schemes of Pantaloons are moderately acceptable within customer.
 According to the survey 41% of the customers earns between 20k to 50k, monthly.
 According to the survey 53% of the customers are male.
 According to the survey 32% of the customers having business and 28% of service
holder.
CONCLUSION
This project report aims to study consumer satisfaction towards Pantaloon and highlights its
strengths and weaknesses in order that Pantaloon can fight the competition in a better way.
Though Pantaloon captures a different market and is giving competition to big players. Retail in
India is a booming sector nowadays and Pantaloon should try to benefit more from it.
Recommendations given should be considered by Pantaloon in order to emerge as a winner in
long run.
24

30. RECOMMENDATION
The project throws light on various strengths and weaknesses of Pantaloons and can also help
Pantaloons to improve on different fronts in order to have an edge over its competitors. Based on
the analysis and findings of my project I would like to give following recommendations:
 Men’s Formal section should focus those brands which are showing poor result in terms
of sales of revenue generation.
.
.
25

31. Limitations:
This project report suffers from following limitations:
1. Our research is limited to only one store of Pantaloons at Gariahat and
sample size is of 100 respondents so errors may crop in while
generalizing the results.
26

32. REFERENCE
1. RESEARCH METHODOLOGY NOTES
2. MARKETING MANAGEMENT, PHILIP KOTLER
3. http://en.wikipedia.org/wiki/Pantaloon_Retail_India
27

33. ANNEXURE
QUESTIONAIRE
1. WHEN WOULD YOU LIKE TO VISIT PANTALOONS GARIAHAT?
A. WEEKLY B. MONTHLY C. DURING OFFERS TIME
D. DURING FESTIVAL TIME E. OCCASIONALLY
2. WHICH CATEGORY OF BRAND YOU PREFER WITHIN MEN’S FORMAL
SECTION?
A. IN HOUSE B. NPB (NON PANTALOONS BRAND)
3. WHICH BRAND YOU PREFER MOST FOR MEN’S FORMAL SECTION?
A. ALLEN SOLLY B. LOMBARD C. VAN HEUSEN D. JOHN MILLER
E. LOUIS PHILLIPPE F.PETER ENGLAND G. BARE LEISURE H. BYFORD
I. TURTLE
4. SERVICES OFFERED BY EMPLOYEES?
A. EXCELLENT B. GOOD C. AVERAGE D. POOR E. VERY POOR
5. YOU’REOPINION ABOUT THE AVAILABILITY AND VARIETY AND QUALITY?
A. EXCELLENT B. GOOD C. AVERAGE D. POOR E. VERY POOR
6. AMBIENCE INSIDE THE STORE IS
A. EXCELLENT B.GOOD C. AVERAGE D. POOR E. VERY POOR
7. IF YOU ARE A GREEN CARD HOLDER WHAT STAR DO YOU HAVE
A. 1 STAR CARD B. 3 STAR CARD C. 5 STAR CARD D. 7 STAR CARD
28

34. 8. GREEN CARD DISCOUNT PLAYS AN IMPORTANT ROLE
A. STRONGLY AGREE AGREE B. NEUTRAL
C. DISAGREE D. STRONGLY DIAGREE
9. YOUR OPINION ABOUT PROMOTION SCHEMES
A. EXCELLENT B. GOOD C. AVERAGE D. POOR E. VERY POOR
10. OVERALL SHOPING EXPERIENCE IN PANTALOONS
A. EXCELLENT B.GOOD C. AVERAGE D.POOR E. VERY POOR
11. GENDER
A. MALE B. FEMALE
12. OCCUPATION
A. SERVICE HOLDER B. BUSINESS C. STUDENT D. OTHERS
13. MONTHLY INCOME
A. 10000 TO 20000 B. 20000 TO 50000 C. 50000 ABOVE
29