A
Project Report on
“CUSTOMER SATISFACTION FOR RELIANCE
SUPER VALUE
SHOPS IN RANCHI CITY”
Submitted By :-
MUKESH SHARMA
MMM
CONTENT
ABOUT THE COMPANY
HISTORY AND GROWTH OF RELIANCE FRESH
OBJECTIVE
RESEARCH METHODOLOGY
DATA COLLECTION
DATA ANALYSIS AND INTERPRETATION
FINDING
LIMITATION
RECOMMENDATION
ANNEXURE
HISTORY AND GROWTH OF RELIANCE FRESH
Reliance Fresh a convenient store format is governed by
the Mukesh Ambani and is the most important part of
Reliance Industries retail Business. Reliance Ltd. has
planned to invest more than Rs. 25000 corers in the
retail division. It also comprises more than 560 reliance
fresh stores all over the country. The outlet sells fresh
fruits, staples, dairy products, fresh juice bars, groceries
and vegetables. A distinctive Reliance Fresh outlet is
around 3000 to 4000 sq. feet and accommodates
catchment area of one to three Kilometers.
OBJECTIVE
What is their income group to calculate their disposable income?
How often do people visit Reliance Fresh (RF).
With whom people generally shop with to give room for more impulse
buying.
Number of members in the family size to determine the expense .
Monthly expenses in RF .
Factors influencing shopping.
Are you aware of RSV format.
People‘s understanding about the RSV format.
Does RSV help in their monthly saving – this will let us know about the
price difference as well as make the customer realize the price change.
Hospitality of the staff.
RESEARCH METHODOLOGY
Research is common parlance refers to a search for knowledge. One can also define research as
scientific and systematic search for pertinent information on a specific topic. In fact is an art of
scientific investigation.
Questionnaires:
The questionnaires were designed so as to extract complete information required. The answers thus
derived gave an in depth information about the status.
Sample: -
The sample sizes consist of 100 customers meeting on the floor and the catchment.
Sampling Pattern:-
The sampling pattern selected on the basis of method of convenience sampling and non probability.
Sample unit:
Samples would be selected based on:
Age group
Income group
Our respondents would be:
Customers in the store
DATA COLLECTION
Primary data :
Personal interview would be used primarily using structured
questionnaire-Suitable Scales would be used wherever necessary.
Secondary data :
The researcher intends to use some published data from different
sources like some retail based journals and marketing specific
magazines as well our college’s e-journal facility
Data analysis:
Data analysis would be primarily descriptive data analysis
using measures of central tendency and dispersion. Tests of association
and other Confirmatory tests for hypothesis testing would be taken using
Chi-Square Test.
DATA ANALYSIS &
INTERPRETATION
1. Income group:
15000 – 25000 25000 – 35000 Above 35000
59% 31% 10%
10%
15000 - 25000
31% 25000 - 35000
59% Above 35000
How frequently do you visit Reliance fresh?
Daily Weekly Fortnightly Monthly
05 15 30 50
50
50
45
40
35 30
30
25
20 15
15
10 5
5
0
Daily Weekly Fortnightly Monthly
3.Number of members in the house
. .
Single Two Three – Four Above Four
05 15 21 59
70
60 59
50
40
30
21
20 15
10 5
0
Single Two Three - four Above Four
4. Monthly expense in reliance fresh:
3000 – 5000 5000 – 7000 7000 – 9000 Above 9000
13 63 14 10
63 10
14 a
80
60
40 13
20
0
5. Factors affecting for shopping in reliance fresh.
Promotional offers 23
Ambience 19
Availability of product 12
Variety 8
Price 14
Quality 6
Brand image 18
25 23
20 18 19
15 14
12
10 8
6
5
0
6. Are you aware about the reliance super value form
Yes 70
No 30
30%
Yes
No
70%
7. What do you think of RELIANCE SUPER VALUE FORMAT?
Scheme Offer Promotion Value Other
29 15 26 21 9
8.Does reliance super value format helps the
customers in their monthly saving.
Yes No
82 18
90 82
80
70
60
50
40
30
20 18
10
0
Yes No
9.Do you feel the price is lower in Reliance
Fresh than other retail stores?
Yes 65
No 35
10. How do you find the hospitality of the staff?
Not satisfactory 23
Satisfactory 36
Average 18
Good 14
Best 9
40 36
35
30
25 23
20 18
15 14
10 9
5
0
ory o ry ge od est
a o
ct ct er G B
fa fa v
it s it s A
Sa Sa
o t
N
11. What do you feel about the behavior of staff in the store?
Yes No
Greetings 70 30
Voluntary service 85 15
Helps in shopping 50 50
FINDING
The targeted income group from the survey lies in the range between 15000-
25000
People visit Reliance more than in month. According to all categories like
fortnightly or weekly.
People are generally visiting the Shoppe with their family member.
The maximum expenses done towards reliance fresh were in the range between
5000-7000.
Offers followed by the price are the very important factors which attracts
consumers to purchase from Reliance Fresh.
70% of the people were aware about the reliance super value format
New schemes bought by the reliance super value was the most urging factor for
the consumer which attracted the customers to the most.
About 82% of the customers liked this super value format scheme as it helped
them in doing their monthly saving.
As compared to the other retail stores it was found that 65% of the customers
feels that the prices are lower in the Reliance fresh.
About 73% of the customers are satisfied with the hospitality of the Reliance
Super Value Shops
RECOMMENDATIONS
The reliance super value should concentrate more on the
Fruits & Vegetables section.
With reference to the Indian shopping mentality the store
has to ensure that the quality of fruits and vegetables is to
be maintained as per the unorganized retail sector.
Reliance fresh should concentrate more on customer
service Associate (CSA) because of lack of
communication with customers.
LIMITATION
The study might not produce absolutely accurate results as
it was based on a sample taken from the population.
It was difficult getting time and access to senior level
managers (who had to be talked to, to get
required information) due to their busy schedules and prior
commitments. .
Mode of database collection was limited.
Time is the main limitation for marketing research.
Respondent don’t give proper time to fill up questionnaire.
Insufficient data from company.
BIBLOGRAPHY
Marketing Management Philip Kotler
Research Methodology C.R.Kothari
Websites:
www.reliancefresh.com
www.google.com
Thank you
