...An Assessment of Service Quality of Shoppers Stop Prepared by: Shailendra Gautam 12810075 Souvik Raha 12810080 Sofia Saini 12810079 Ashutosh Chaturvedi 12810020 Vikas Kumar Singhal 12810086 Contents 1. Introduction 3 2. Servqual 3 3. Retail Sector 4 3.1 Indian Retail Scene 4 4. Research Methodology 5 4.1 Research Design 5 4.2 Survey Questionnaire 5 4.3 Data Collection: 6 4.4 Findings of the Study 6 5. Relative importance of service quality dimensions for Shoppers Stop 6 5.1 Assessment of service quality gap of Shoppers Stop using SERVQUAL 7 5.2 Service quality gap and weighted service quality score for Shoppers Stop 7 5.3 Overall weighted SERVQUAL score for all the dimensions for Shoppers Stop 7 6. Analysis and Results 8 6.1 Primary Sources 8 6.2 Research Objectives 9 6.3 Hypothesis 9 6.4 Methodology 9 6.5 Pearson’s (r) Correlation 10 6.6 Linear Regression Analysis 11 7.Various suggestions for minimizing the gaps between customers' perceptions and expectations 12 8. Conclusion: 12 This paper attempts to study the service quality of Shoppers Stop in retail sector. Service quality is the degree and direction of discrepancy between consumers' perceptions and expectations in terms of different but relatively important dimensions of service quality. A 22-question (item) SERVQUAL scale measuring five basic dimensions i.e., Tangibles, Reliability,...
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...on Shoppers Stop, a leader in the Retail Industry of India and to get the proper essence of the current market scenario. Without his support and guidance, we would not be able to get the practical examples of different market strategies, marketing mix, market segmentations and other marketing topics. Such inputs are always very helpful and it provided us the enthusiasm to continue our hard work. EXECUTIVE SUMMARY Shoppers Stop is an Indian department retail store chain. It offers total 350 brands, international brands and national brands, to their customers who act as their strength and help them retaining as well as making new customers. They believe in retailing quality products. Shoppers Stop advertises its brand through various medium to reach out to maximum people. It aims to position itself as a global retailer. The company intends to bring the world’s best retail technology, retail practices and sales to India. Table of Contents | | Serial No. | Contents | Page No. | | | | 1 | Introduction | 1 | 2 | Market Segmentation | 2 | 3 | Targeting | 2 | 4 | Positioning | 3 | 5 | Retail Strategy | 4 | 6 | Online Retailing | 4 | 7 | Brand Makeover | 5 | 8 | Products Offered | 5 | 9 | Customers Of The Company | 5 | 10 | Competitors | 6 | 11 | SWOT | 6 | 12 | Sales Promotion | 7 | 13 | Advertising | 7 | 14 | CRM | 8 | 15 | CSR | 9 | 16 | Future Strategies | 9 | 17 | Exhibits | 11 | | | | | INTRODUCTION Shoppers Stop...
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...YADUNANDANI GUPTA INTRODUCTION Shopper’s Stop Ltd is a professionally managed and system driven organization promoted by K Raheja Corp Group, one of the leading players in the country in the business of real estate development and hotels. Pioneer of organized retail in India, Shopper’s Stop Ltd has been instrumental in bringing about revolution in India. Since it opened its doors, the chain has become the highest benchmark for the Indian retail industry. Since its inception in 1991, Shopper’s Stop Ltd has introduced various retail formats in India. “The tapestry of history has no point at which you can cut it and leave the design intelligible.” The foundation of Shoppers' Stop was laid on October 27, 1991 by the K. Raheja group of companies, one of India's biggest hospitality and real estate players. The Group crossed yet another milestone with its lifestyle venture-Shoppers' Stop. With its immense expertise in the service industry and creditability, Shoppers' Stop today boasts of 61 retail outlets across the country and is planning to spread its wings with futuristic expansion plans to meet the challenges of the retail industry. A benchmark for the Indian retail industry to follow, Shoppers' Stop has progressed from a single brand shop to a Fashion & Lifestyle store for the families. Shoppers' Stop is a household name, known for its superior quality products, services and above all, a complete shopping experience. Shoppers' Stop was the first to redefine shopping experience...
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...RETAIL MANAGEMENT ASSIGNMENT A COMPARATIVE STUDY ON SHOPPERS STOP & WESTSIDE SUMMIYA SAIFY 08PG198 Marketing - A Indian Retail Sector The Indian Retail Sector has undergone rapid transformation by setting scalable and profitable retail models across various categories and formats. Traditional markets are making way for departmental stores, hypermarkets, supermarkets and specialty stores. The modern malls cater to shopping, entertainment and food, all under one roof. It was estimated that India will have over close to 50 million square feet of quality retail space by the end of 2007. The growth in mall space has been over ten fold in four years: from about 2 million square feet in 2002 to 28 million square feet in 2006. The Indian Retail market is estimated to be worth around Rs. 14,100 billion. The organized retail market has increased its share from 3 % in 2004 to around 4 % in 2006 and is valued at Rs. 511 billion. Key Drivers Changing Demographic profile Rising income levels Increasing Middle class consumption growth Real Estate Boom Technology Fluidity Exposure to international trends Challenges Human resource Technology logistics Market Information and Presence Investments Overview of Retailing in India The Indian Retail market is estimated to be worth around Rs. 14,100 billion. The organized retail market has increased its share from 3 % in 2004 to around 4 % in 2006 and is valued at Rs. 511 billion (source: India Retail Report 2007). Food and grocery...
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...foundation. ANNUAL REPORT 2012-13 from a Great things grow firm foundation. from a Great things grow firm Financial Highlights & Key Ratios Shoppers Stop Ltd. (` in lacs) 2008-09 72 141,298 6,438 134,860 2,555 137,415 90,034 8,588 33,868 132,490 4,924 2,560 6,313 (3,949) 2,486 (6,436) (6,372) 3,487 — 19,822 20,776 — 44,085 25,873 8,467 15.9% 1.2% 31.7% 30.0% 3.5% -2.8% -4.6% 0.98 3 94 4.0 1.5 3.1 0.9 -5.2% -3.0% 66.85 (18.3) (18.3) (0.17) — Profitability Statement No. of Stores Income Gross Retail Sales Less: Value Added Tax Gross Retail Sales (Net of taxes) Other Operating & Miscellaneous Income Expenditures Cost of goods sold Employee costs Operating and administrative expenses EBIDTA Interest and finance charges Depreciation Profit before exceptional items and Tax Exceptional Items Profit Before Tax Profit After Tax Balance Sheet items Share Capital Optionally Convertible Warrants Reserve & Surplus Loan Funds Deferred Tax (Liability)/Assets Capital Employed Fixed Assets Net Working Capital Profit & Loss Ratios Sales (Chain level growth) Sales (Like to Like growth) Gross Profit Margin Operating Expenses Ratio Operating Margin (EBIDTA) (Before exceptional item) PBT Margin before exceptional item PAT Margin Interest Coverage Balance Sheet Ratios Debtors No. of Days Creditors No. of Days Stock Turnover Ratio Current Ratio Assets Turnover Ratio Debt Equity Ratio Return to Investors Return on Networth Return on Capital...
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...INTRODUCTION TO BIG DATA IN RETAIL Big Data is a massive pool of data (both structured and unstructured) that cannot be processed using traditional database and software techniques. When any particular organization uses this catch phrase they refer to the technology that can be used to channelize this huge pool of data into some useful information. This channelization includes modification, creation, manipulation, storage, transfer, sharing and analysis of the data. Big data in Retail Consider a situation in which it is the busiest shopping time of the year and only one particular product is flying off the shelf. In the past, the stores who reacted to this demand forecast or had good amount of inventory of that product had an advantage....
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...Strategies of Big Bazaar Pricing strategies Big bazaar follows different pricing strategies to cater to different consumer segments. Value pricing, differentiated pricing, Instore experience Ambience Price Provide assistance Location Loyalty Customer’s profile: Organized retail is growing at a fast pace owing to increasing urbanization, changing lifestyles and higher disposable income levels of people. Due to lack of time spent for shopping, consumers in Tier-I and Tier-II cities prefer these retail chain stores as it reduces many perceived risks like functional and social risks. When consumers still prefer Kirana stores for instant purchases that would gratify their psychological and time risks, organized retail is slowly gaining momentum as this enables consumers to stock items for a prolonged period of time. The modern retail outlets are also coming up with innovative programs to entice customers, encourage repeat visits and build store loyalty. Brands that we compare Big Bazaar Hypercity Reliance Mart Spencers’ Shoppers’ stop Competitor analysis Brands | Brand Image/identity | Strengths, Strategies | Big Bazaar | ‘Mandi’ feel, orange-blue logo, ‘Is se sasta aur accha kahin nahi’ | Different pricing strategies for different consumer segments like Wednesday bazaar, the great exchange offer etc. | Hypercity | Colourful building logo, ‘Big store, big savings’ | Maintaining a dynamic, fully functional and attractive website, better store layout when compared...
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...Singh (2011222) INTRODUCTION The recent time has been observed as growth of Indian organized retail market with many folds. Numerous business groups are attracted in the past few years, including some renowned business groups like Bharti, Future, Reliance, and Aditya Birla to establish hold, showing the future growth in times to come. In addition, organized retail sector has also grabbed the attention of foreign companies, showing their interest to enter India, Retailing in India is witnessing a radical transformation. The increase in the number of retail chains across the country is an indication that retailing is emerging as an industry and will boom in a big way in the near future. Retailing like any product does follow a life cycle. India is currently at a stage where customers needed variety in products and retail formats. At present, the contribution of retailing is just about two percentages to total size of $180 billion. Almost every major Indian business house are either getting into the retail space or are consolidating and expanding their presence in the retail space at a feverish pace. The retail industry in India is highly fragmented and unorganised. Retailing has played a major role world over in contributing to the nation’s GDP and in providing opportunities for skilled employment. The sector has more than 12 million retail outlets. It has the highest retail density in the world....
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...Case Study Gauging the Impact of Display and Brand Messaging on the Cereal Category in-store behavior monitoring system Disclaimer: This test was conducted by CART (Center For Advance Retail Technology), in association with ShopperGauge®. Neither General Mills nor any other cereal company provided data or participated in any way with the research. © 2010 BVI Networks, Inc. and Rock-Tenn Shared Services, LLC. RETAILNEXT is a trademark of BVI Networks, Inc. SHOPPERGAUGE is a trademark of RockTenn Shared Services, LLC. CENTER FOR ADVANCE RETAIL TECHNOLOGY and RETAIL 3.0 are trademarks of Hawkins Strategic, LLC. Other marks are the property of their respective owners. Gauging the Impact of Display and Brand Messaging on the Cereal Category Background The goal of this project was to determine whether or not in-line display xturing and messaging increases brand and category sales and drives acceptable ROI. We further sought an understanding of how the unit and messaging would impact shopper behavior, in terms of tra c pattern shifts, dwell times, purchase and interaction with product. The Cereal aisle was chosen for this study. Speci cally, General Mills branded products were designated to be featured in a new xture, accompanied by a meaningful, educational, healthy choice message: “Whole Grain Goodness”. The assortment included products that were currently being positioned very di erently. For example, some are targeted for children using the lure of sweet and familiar...
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...ABSTRACT In this research paper, we take a peek into the organized retail sector of India. It started making its presence felt nearly a decade after the first lot of entrepreneurs set up shop. A brief introduction and evolution shows how the organized retailing changed its gears over the period from Panwala dhukan to chain stores across the length and breadth of India. The market size and related details gives a statistical view of increasing market in a few major areas of retailing. The major market players who enlivened the present caricature of retail sector are presented briefly along with statistics. The changing scenarios of Indian consumers give a proof to the potential opportunity in the retailing arena. SWOT and its subheads take you to the crux of analysis into retail industry. Out of which we formulated the future prospects. One major lifesaver of the Indian retailing is the advertising and promotional strategies; which comes out with innovative ways to win consumers over and keep them permanently happy. FDI in retail has been contentious issue and may face resistance, given the perceived political scenario. FDI will be a defining moment for Indian retail and how government policies effect the retail industry is given briefly to the end. INTRODUCTION AND EVOLUTION The word ‘Retailing’ refers to any activity that involves the direct sale to an individual customer or end user. Retailing has been the most active and attractive sector of the last decade. While the...
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...www.pwc.com/us/retailandconsumer www.kantarretail.com Retailing 2020: Winning in a polarized world PwC and Kantar Retail are pleased to present Retailing 2020, a follow-up study to our original Retailing 2015 report published in 2007. This 2020-focused document identifies and investigates some of the economic drivers that could shape the US retail landscape, as well as components of channel and shopper. This report also documents an intriguing, forward-looking dynamic as we move from the early 2010s and advance toward the retail landscape of 2020. The current retail landscape has been recovering from the worst economic downturn in memory for most shoppers. At the same time, the US retail market continues to evolve into what we term the Post-Modern market evolution phase, characterized by hypercompetition—both online and off—and signals an era defined by very challenging circumstances to understand and master. In short, the retailers and suppliers willing to ―up their game‖ will likely remain the most viable in a rapidly changing, shopper-driven retail landscape. We anticipate that the 2020 retail landscape will be shaped by retailers leveraging increasingly complex operational, financial, and brand models. Retailers and suppliers, we believe, will need to address and manage the complexity and diversity of the ―retail realities‖ that make the market challenging. Speed of technological advancements, globalization, and ways to leverage information are some...
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...STRATEGIC MANAGEMENT MGMT E -5000 WALMART CASE ANALYSIS BY Indhu SEPTEMBER 19th, 2012 SWOT Analysis of Wal-Mart: (2008- 2010) EXTERNAL ANALYSIS: Significant findings on the PESTEL analysis were:(Refer Fig 1 ) * Socio Cultural factor: One of the most important concerns among consumers during that period was price. Since its establishment Walton focused on Everyday low prices (EDLP) and always geared towards the low- income groups of the society. This provided Walmart better opportunities and helped them gain a competitive advantage in the industry. * Demographic factor: Another opportunity facing the industry was that Consumers (working Mothers and other American workers) wanted ease of shopping (fast, efficient and one-stop shopping). Walmart provided its customers with what they want in the Walmart supercenters combined with its wholesale unit “Sam’s Club”. * Technological Factor: Heightening of Internet users (70% of the population) and more people were comfortable shopping online. This yielded both favorable (lower over head costs and convenience to the customers with wide choices of items and prices that were appealing) and unfavorable (Walmart has invested heavily on the infrastructure like the EDI links and POS systems) circumstances. * Economic Factor: Domestically the U.S market had a very slow growth. Although the economy was said to be in recession it favored the growth of the organization because it offered consumers commodities at a...
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...companies and interpreting the ratios of the three companies of last five years. Financial ratio analysis is the selection, evaluation and interpretation of financial data in easier ways to understand ratios which have been identified as critical indicators of financial performance of the business and can be used for strategy and decision making. Basically financial analysis is popularly used to compare a firm’s financial performance over a period of time. The advantages of ratio analysis are – 1) Ratio analysis helps in knowing the efficiency of the business. 2) It helps in knowing the profitability of business 3) It helps to compare the performance with previous years and see whether there is improvement or reduction in performance 4) Ratio helps in comparing the rivals or industry standards to see comparative performance. Here the ratio of three retail giants have been analyzed for past five years, the three giants are Pantaloons, Westside and Shopper’s Stop, the balance sheet and P&L account is taken into consideration from the year 2007 to 2011 and based on those information ratio has been calculated and interpretation is made on that basis of the data collected from source. Retail sector as we know is quite challenging and dynamic sector and in this sector the companies which are been chosen by me as – Pantaloons, Shopper’s Stop and Westside are all renowned retail outlets which are well spread throughout the country. The ratio are calculated and compared...
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...SWOT ANALYSIS A SWOT analysis or SWOT matrix is a structured planning method used to evaluate the strengths, weaknesses, opportunities, and threats involved in a project or in a business venture. A SWOT analysis can be carried out for a product, place, industry or person. It involves specifying the objective of the business venture or project and identifying the internal and external factors that are favorable and unfavorable to achieve that objective. Some authors credit SWOT to Albert Humphrey, who led a convention at the Stanford Research Institute (now SRI International) in the 1960s and 1970s using data from Fortune 500 companies. However, Humphrey himself does not claim the creation of SWOT, so the origin remains obscure. SWOT Analysis includes:- * Strengths: Characteristics of the business or project that give it an advantage over others. * Weaknesses: Characteristics that place the business or project at a disadvantage relative to others * Opportunities: Elements that the project could exploit to its advantage * Threats: Elements in the environment that could cause trouble for the business or project Identification of SWOTs is important because they can inform later steps in planning to achieve the objective. We are doing SWOT analysis of brand ZARA. ZARA SWOT ANALYSIS | STRENGTHS | * Have about 2000+ stores located in leading cities across 88 countries * Part of one of the biggest Spanish retailers in the world * Needs just two weeks...
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...Emerging Trends in Modern Retail Formats & Customer Shopping Behavior in Indian Scenario: A Meta Analysis & Review “If at first the Idea is not absurd, then there is no hope for it.” -Albert Einstein Aditya P. Tripathi* Abstract The Indian retail sector is going through a transformation and this emerging market is witnessing a significant change in its growth and investment pattern. Both existing and new players are experimenting with new retail formats. Currently two popular formats hypermarkets and supermarkets are growing at a rapid pace. Apart from the brick –mortar formats, brick -click and click-click formats are also increasingly functional on the Indian retail landscape. Consumer dynamics in India is also changing and the retailers need to take note of this and formulate their strategies and tactics to deliver the exact expected value to the customer. In the backdrop of all these developments the present paper makes an attempt to: Explain the emerging trends in the development of Modern Retail formats in Indian Context and Highlights the emerging Rural Retail Landscape and also, Reveals the Consumer Shopping Behavior (Across the Country) among the Modern Retail Formats with special reference to Delhi & NCR. The empirical data has been collected with the help of Primary as well as secondary resources. Key Words: Hypermarket, Convenience Store, Retailing, Malls, Shoppers Introduction India has witnessed a frenetic pace of retail development over the past...
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