A

Multidisciplinary Action project Report On

Customer Satisfaction on “SHAKTI & T.P SONS”
Submitted To

NARANDAS JETHALAL SONECHA MANAGEMENT &TECHNICAL INSTITUTE,

CHANDUVAV (VERAVAL)
In Partial fulfillment Of the Requirement of the award for the degree Of
MASTER OF BUSINESS ADMINISTRATION
Under
Gujarat Technological University

Under the Guidance of

Dr. Krishna Chandra Dwivedi
Submitted by:
Kotecha Utsav (188170592001)
Borkhatariya Rupangi (188170592004)
Rokadia Saloni (188170592029)
Singh Sangita (188170592045)
Sumra Afzal (188170592036)
Goval Sajjad (188170592013)

M.B.A SEMESTER – III

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 STUDENTS DECLARATION

We hereby that the Multidisciplinary Action Project title “Customer Satisfaction level”
Undertaken at SHAKTI & T.P SON’S MALL is a result of our own work and our indebtedness
to other work publications, reference, if any, have been duly acknowledged. If we are found
guilty of copying from any other reports or published information and showing as our original
work, or extending plagiarism limit, we understand that we shall be liable and punishable by the
university, which may include being declared “fail” in the MAP examination or any other
punishment which the university may decide.

Enrollment no Names Signature

188170592001 Kotecha Utsav
188170592004 Borkhatariya Rupangi
188170592029 Rokadia Saloni
188170592045 Singh Sangita
188170592036 Sumra Afzal
188170592013 Goval Sajjad

Place: Date:

PLAGIARISM REPORT

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ACKNOWLEDGEMENT

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 I would like to express my gratitude to SHAKTI & T.P. SON’S MALL for grating me
permission to do Multidisciplinary Project Report under their guidance and giving me an
opportunity to be a part of their organization.

Mr. Hiteshbhai Ramchandani gives me a chance to get practical knowledge in his MALL.
He provided me his valuable time to help me in my project.

A special thanks to my institute guide Dr. Krishna Chandra Dwivedi for their guidance
and support.

This project has been done not only our own work but also encouragement and
cooperation of all of them.

Last but not least we would like to thanks my friends for giving me co-operation.

EXECUTIVE SUMMARY

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 Due to competitive and complex market scenario in Indian, it is
difficult to analyze the changing attitudes, likes, dislikes, and satisfaction level of
customer. Here we are adopted the research methodology to analyze the customer
satisfaction level towards the SHAKTI & T.P. SON’S MALL.

We are conducted the study to know what the customer more expect
from the supermarket and how much they are satisfied with the services provided
by “SHAKTI & T.P. SON’S. MALL” so that according to the review of customers
changes can be done in supermarket.

Here we have done survey from 50 customers of SHAKTI’S & T.P.

SON’S MALL, who visited frequently to the mall. Through the survey we found
that the customers are not highly satisfied with supermarket. They are facing
various problems. So our object is to award the Shakti mall about this problems
and according to the opinion of the customers, provide the suggestion for their
better improvement.

In our project we have adopted primary data collection survey though

the questionnaire from customers we provided the better solutions for their
problems regarding customers

INDEX

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Sr.No. Particular Pg.No.

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 1 Industry Profile 7
Retail Industry 7
2 Organization Profile 11
Introduction to Shakti mall 11
Profile of Shakti mall 13
3 Diagnosis Phase 14
Background of the study 15
Problem Identification 16
Analyzing the Problem 17
Main Objectives 20
Project Schedules 21
4 Design & Analysis Phase 22
Research methodology & design 23
Data Collection Sources & Tools 24
Data Analysis & Findings 26
5 Implementation Phase 52
Identification of Alternative Course of Action 53
Suggestion to be proposed 55
Methodology adopted for implementation 56
Project Outputs 57
Benefits of Projects 58
Recommendation 59
References (Bibliography) 60

INTRODUCTION OF RETAIL MARKET

First the market is the place where two parties meet together to exchanges
the goods and services. This market may be physical where people meet face to

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face such as retail market or may be a virtual or where there is no direct physical
contact among the parties such as online marketing

The word retail is derived from a French word which means “to cut again”.
It means that cut offs of small portion from large amount of goods in retailing, the
goods are directly sold out to the ultimate consumer. Retail marketing is the group
of activities that done by a retailer to promote awareness and sales of the
company’s products

According to Philip Kotler’s view retailer includes all the activities invoiced
in selling of goods or services directly to find consumer for personal, non-business
use. Retailer shop is the place where retailer sells smaller quantities of product or
services to the final consumer.

There are various types of retailer store which are as follows

1. Special store
2. Department store
3. Super market
4. Convenience store
5. Super store
6. Hyper market
7. Catalogue showroom
8. Online retailing

1. Special store:-

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 Special stores are stores that focus on specific product categories. It
would not sell anything else other than the specific product range. But it also
offers a choice in terms of size, style and design etc in specific product.

2. Department store:-

It is a large retail store that have a wide variety as products

department store are well classified and organized so that customers can
easily purchase their household requirements.

3. Supermarket:-

Supermarket is the market that designed to serve the total needs for
food laundry and household maintenance products. Here all the items
properly placed and arranged in specific department. It is relatively large in
size.

4. Convenience store:-

These stores are located near the residential area. It is relatively small
and kept open few long hours. Here limited products are offered for sale.
The prices of the product charged.

5. Hyper market:-

It is a very large shop that is situated outside a town and sells a wide
variety of goods. Ex. Wal-market. It covers a huge range of products from
groceries to appliances to

6. Superstore:-

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 A superstore is a very large supermarket, their selling household
goods, cloths, and electrical goods as well as food. The major difference
between super market & super store is that superstore is much made bigger
than a supermarket and sells more no of product Ex. Hypercity.

7. Catalogue showroom :-

It refers to retail outlets which deal in hard goods like electronics,

jewellery, house ware etc in this customers order goods from the catalogue
in the show room. After then fetched from the warehouse and sold to the
customer.

8. Online marketing:-

Firm use its own websites to sale its products. Individuals and
organizations use their computers to make purchase from this companies
marketing. Ex. Amazon, flipkart, etc

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 MEANING OF SUPER MARKET

Introduction:-

The concept of supermarket is not new to Indian consumer. The British

Colonial government introduced the idea of supermarket to facility its officers with
access under one roof supermarket operating in Indian leave a heterogeneous
mixture of large and small individual retailers. These supermarkets offer products
with different price bands for each and every section of urban society.

Meaning of supermarket:-

“A retail store which sells food products and household items that are
property placed and arranged in specific departments is called a supermarket.”

It is large self-service retail store. It carries variety products under one roof
such as food products, laundry requirements, household items, cosmetics,
footwear, clothing, grocery etc. It is usually situated within the residential area so
that more customers can be attracted.

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 INFORMATION FOR SHAKTI’S & T.P. SON’S
MALL

Before partition owed 619 hectares of land, leaving all behind, stating from
“Ground zero”. Initially worked with bakery, slowly & gradually owned small
over & started on small scale business.

In 1971, started a small shop named “Bharat Bakery” with FMCG products
& daily fresh bread & khari - toast

With gaining popularity among the town late come with Iconic brand store
“SHAKTI STORE” with almost all FMCG products under one roof of mere 300sq
feet shop or Subhash road. Durgabhai, nickname ‘Bha’was pioneer in developing
brand name ‘SHAKTI’

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 After nearly thirty year in head of people. The branch named “SHAKTI
DEPARTMENT STORE” at S.T. road veraval. With more spaces & more items.
Under the guidance of MR. Vinubhai Ramchandani

With grace of god & love & affection of people. Opened the literally first
mall of veraval, with name of ‘SHAKTI’S T.P. & SON’s’. The whole credit to
generate the empire from zero to million Rupees Empire goes to MR. Vinubhai
Ramchandani owner and CEO of brand SHAKTI.

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 PROFILE OF THE SHAKTI MALL
 Name of organization :- Shakti’s & T.P. Son’s Mall
 Address :- Opp.Bhaliya Hanuman Temple,
Veraval Highway,
Veraval-362265.
 Name of founder & CEO :- Nayan Ramchandani
 Name of manager :- Hitesh Ramchandani
 Establishment year :- June 24, 2019
 Type of organization :- Family Business (Shakti)
 Type of industry :- Retail Industry
 Telephone no. :- 02876-242448

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 Phase 1
Diagnosis phase

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 BACKGROUND OF THE STUDY
An Indian supermarket is increasing day by day supermarket is a large self-
service retail market that sell food items, household, goods cosmetics, grain etc. to
attract the more customer. They build and implement the newer methods. It may
result enhancement of customer satisfaction.

Supermarket retailer here to build the favorable relationship with their

customer attributes of supermarket is one of the important concepts in determining
the satisfaction level of customers. It attracts us to do a research in investigation of
analysis of customer satisfaction towards the supermarket.

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 IDENTIFICATION OF PROBLEM

A supermarket is a self –service shop that after a wide variety of food,

beverages and household product etc. organized into proper section and shelves.
The main reason behind it is the availability of a broad a single roof, at relatively
low prices. Self –service with trolleys or baskets reduces above cost.

In veraval area The SHAKTI & T.P. SON’S MALL is one of the
supermarket that provide this kind of facilities and service. It is newly opened
supermarket. It sells various products such as grains, bakery items, namkeens,
chocolates, cold drink, cosmetics, cleaners, household items etc. This supermarket
is in the developing stage many customers face various problems while they are
visiting to SHAKTI & T.P. SON’S MALL.

During the visit period of ours in SHAKTI & T.P. SON’S MALL, we
found several problems personally which are as follows.

 Arrangement of parking of vehicles

 Arrangement of goods
 Improper shelf arrangements
 Discount rate & offers provided on goods
 Location of mall
 Improper billing counter
 Reasonable price
 Reasons of employees

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 ANALYCING THE PROBLEMS

For improving and rectifying all these problems we are needed to analyze
all these problems. All these problems are looking major but in practical operation
it creates major impact on functioning of mall

Primary problem:-

The primary problems of supermarket is as follows

 Customer expectations
 Customer satisfaction

Secondary problems:-

The secondary problems are as follows

 Arrangement of parking of vehicles:-

The places available of parking is more and specious but the
public park their vehicles by their choice in such way that is to same not
arrange in proper sequence that the people who comes later on they do not
find proper and safe space to park their vehicles.

 Arrangement of goods:-
Recently in supermarket or in mall, the products are well
arranged. Here in Shakti mall products are not arranged properly.
Example some of detergent products are arranged on starting shelf and
also it is available at the end of the shelf. So it is necessary to arrange
the products properly. So that consumer can find particular goods
easily.

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 Improper shelf arrangement:-

Shelf are arranged in such a way that if two or three person

together pass by the same direction then they can’t go because of the
space available between these salves is very less.

 Discount rate & offers on good:-

When we visited to Shakti mall, we found that they are

providing fewer discounts and also this discount rate is fixed by the
particular company for selling its product. Also we found that Shakti
mall is not providing any offers on products as compared to any other
mall. That’s why customers do not feel any benefits on purchasing the
goods from mall because they can purchase that product from the
retail shop at the same price.

 Location of mall:-

Generally supermarket is located in public area or the area

where more customers can be generated Shakti & TP sons is located
on highway road from proper veraval city. So that the people who live
in proper veraval are not preferring mall for shopping because they
can purchase the good from the market easily. This location is
preferable for people who are living nearby mall or the people who
come from village for shopping.

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 Improper billing counters:-

In every super market billing counters are properly organized so

that consumer can easily pay the bill. But here, are the billings
counters are close to each other. There is no space between the
counters that’s why customer’s faces the problems while they are
standing around the counter for paying the bill.

 Reasonable prices:-
When we visited to the mall and the survey from customers
everyone feels that the prices of the products are very high. There is
no differentiation in price of the products as compared to general
stores. Everyone has companies that they are charging the higher
prices. They should have to set the reasonable price for the product.
 Response of employees :-
Sometimes the staff members are behaving disrespectful with
the customers. Also one staff member is always with one customer
feels uncomfortable and irritating staff member are becoming rude
with the customers.

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 OBJECIVE OF THE STUDY

The objectives of the supermarket are as follows:

 To build higher sales and make profit.

 To increase the number of customers.
 To build a customer interest in buying the product.
 To provide comfortable environment to the customers.

The main objectives of our research study are as follows:

 To study the “customers satisfaction” among the users of “Shakti &TP sons
mall” products.
 To study the satisfaction, level of “Shakti mall” consumers.
 To study the customers expectation about the “Shakti &TP sons”.
 To know the customers feedback on “Shakti &TP sons”.
 To make suggestion for improvement of their products & their services to
fulfill customers need.

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 SCHEDULING TASK

 A proper schedule is type of tool which says that what type of work need to
be performed and also which resources we need to execute the work.
 Project schedule gives an overview of projects time frame. It includes start
and finishes date and list all project related activities.
 Below excel sheet shows our team project schedule for the multidisciplinary
action project report on the topic “A survey on consumer satisfaction at
Shakti and TP sons”.
 Once all the activities of the project plan have been identified, it is easy to
perform every task for each member of the team.

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 Phase 2
Design & analysis Phase

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 RESEARCH MATHODOLOGY

Meaning:-
In general terms, research refers to a search for knowledge. It is
scientific and systematic search for particular. Information on a particular
topic.
Methodology is the analyses of the principles of methods, rules
employed by a discipline. It include a collection of theories, concepts or
ideas as they relate to particular field.

RESEARCH DESIGN
Meaning:-
Research design is overall strategy for acquiring the
information needed. A research design is the arrangement of conditions for
collection and analysis of data in a manner that aims to combine relevance to
the research purpose with economy in procedure
The categories of research design
1. Exploratory research design
2. Descriptive research design
3. Causal research design

Here we adopted the descriptive research design for the study. Descriptive
research design describe the solutions for questions like what, who, when, where
etc. It is used to describe features of a population. It gives special attention on
explaining phenomenon by providing fact but does not discuss the variables
responsible for a situation.

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Data collection;-

Data collection is a method of collecting information from the

connected or inter linked sources to find the answers to the research problem.
There are two types of data

i. Primary data
ii. Secondary data

Primary data:-

The data which are collection first time & thus happen to be in
original character is known as primary data. We can find primary data by using
observation method

Interview, questionnaire, through etc.

Secondary data:-

Secondary data are the data that are already available i.e. the data
which have been already collected and analyzed by someone else

Method adopted:-

Here, we used primary data collection method for collecting the data

The main purpose for adopting questionnaire method is to study and

understand the questionnaire to get the propose response from the customer

Through the questionnaire or can get more precise data

It is used in that case where secondary data do not provide any

adequate basis for analysis

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Sampling size:-

Based on topic objective and to arrive at the opinion on objectives a

set of 50 questionnaire were designed and in that or putted 20 question and
suggestions is collected from the customers who are visiting to the SHAKTI &
T.P. SON’S MALL.

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 DATA ANALYSIS AND INTERPRETATION:

Part – 1

1. Gender

Particular Responses Percentage

s
22 44%
Male
Female 28 56%
Responses

Male
Female

From the above diagram it clearly describes that female customers are the
most visitors of the mall as such they need to buy more of the house
products.

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 2. Occupation

Particular Responses Percentage

s
Service 12 24%
Business 10 20%
Profession 13 26%
Study 15 30%

Responses

Service
Business
Profession
Study

From the above diagram it clearly describes that 24% consumers are from the
service background, 20% from the business background, 26% consumers are
professionals while rest 30% are the students who visit to buy the list of products
given from the home or for enjoyment purpose.

Part – 2

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1. Do you visit shopping malls at other cities? If yes than what differences do you
find between that shopping mall and this mall?

Particulars Responses Percentage

Yes 38 76%
No 12 24%

Responses

Yes
No

Interpretation:-
From the above diagram, it clearly states that 76% people do visit to the
other malls available at other cities and also find differences between that
mall and this mall. Other rest of 24% people do not visit to other malls.

2. When do you prefer to visit to shopping mall?

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 Particulars Responses Percentage
Weekdays 4 8%
Weekends 18 36%
Holidays 8 16%
Occasionally 20 40%

Responses

Weekdays
Weekends
Holidays
Occasionally

Interpretation:-
From the above diagram, it clearly states that 8% people prefer to visit the
mall on weekdays, 36% people prefer on weekends, while 16% people
prefer to visit the mall on holidays that might be a family and rest 40%
people prefer occasionally to visit the mall.

3. How frequently do you visit a mall?

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 Particulars Responses Percentage
Once a week 11 22%
Once a month 16 32%
Once in a 3 months 15 30%
Seldom 8 16%

Responses

Once a week
Once a month
Once in a 3 months
Seldom

Interpretation:-
From the above diagram it clearly states that 22% people visit the mall once
a week, 32% people visit once a month, while 30% people visit once in 3
months and rest 16% people visit seldom.

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4. With whom do you prefer to visit mall?

Particulars Responses Percentage

Friends 17 34%
Family 20 40%
Colleague 3 6%
Spouse 9 18%
Alone 1 2%

Responses

Friends
Family
Colleague
Spouse
Alone

Interpretation:-
From the above diagram it clearly states that 34% people likes to visit mall with their
friends, 40% people like to go with their family members, 6% like to go with their
colleague, while 18% people like to go with their spouse and rest 2% people like to visit
the mall alone.

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5. How much time do you usually spend in a shopping mall?

Particulars Responses Percentage

Hour 25 50%
1-2 hours 19 38%
More than 3 hours 6 12%

Responses

Hour
1-2 hours
More than 3 hours

Interpretation:-
From the above diagram it clearly states that 50% people spend an hour in the mall while
they visit, 38% people spend time between 1 & 2 hours and rest 12% people spend more
than 3 hours in the mall.

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6. Do you purchase daily products from shopping mall?

Particulars Responses Percentage

Yes 16 32%
No 34 68%

Responses

Yes
No

Interpretation:-
From the above diagram it clearly states that 32% people only purchase
daily products from the mall while rest of the 68% people purchase them
from the wholesaler. Because the mall does not provide offers and that
percentage of discount which the customers expect from the mall.

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7. How much do you normally spend in a single shopping?

Particulars Responses Percentage

Less than $500 5 10%
$500-$1000 19 38%
$1000-$2500 23 46%
More than $2500 3 6%

Responses

Less than $500 $500-$1000 $1000-$2500 More than $2500

Interpretation:-
From the above diagram it is described that only 10% consumers purchase
products less than $500, 38% consumers buys the products worth $500-
$1000, 46% consumers purchase he products worth $1000-$2500 and rest
6% consumers purchase more than $2500.

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8. Do you think products are arranged in proper sequence? If no than provide
suggestion.

Particulars Responses Percentage

Yes 22 44%
No 28 56%

Responses

Yes
No

Interpretation:-
From the above diagram it is clearly described that 56% customers are
complaining that the products are not arranged in the proper sequence and
only 44% customers thinks that the products are arranged in the proper
sequence.

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9. Do you consider advertisement as a source of information regarding
shopping mall?

Particulars Responses Percentage

Yes 30 60%
No 20 40%

Responses

Yes
No

Interpretation:-
From the above diagram it states that 60% people consider advertisement as
a source of information regarding the shopping mall while 40% people do
not consider any advertisement as a source of information.

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10.Do you think any type of difference between shopping mall and general
store? If yes then what?

Particulars Responses Percentage

Yes 35 70%
No 15 30%

Responses

Yes
No

Interpretation:-
From the above diagram it states that 70% people says that yes there is a
difference between the shopping mall and general store and the rest 30%
people do not find any difference between the mall and the general store.

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11.Do you think highly priced and qualitative products are available with any
type of discount offers at shopping mall?

Particulars Responses Percentage

Yes 23 46%
No 27 54%

Responses

Yes
No

Interpretation:-
From the above diagram it states the 46% people find the discount offers at
the shopping mall on highly priced and qualitative products while the rest
54% people do not find any discount offers on the highly priced and
qualitative products.

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12.Are you satisfied with the discount offers available to you at the mall? If no
than what more do you expect?

Particulars Responses Percentage

Yes 13 26%
No 37 74%

Responses

Yes
No

Interpretation:-
From the above diagram it clearly states the only 26% customers are
satisfied with the discount offers available at the mall while rest 74%
customers are totally not satisfied with the discount offers provided by the
mall.

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13.Do you think exclusive and unique products are available at shopping mall?

Particulars Responses Percentage

Yes 19 38%
No 31 62%

Responses

Yes
No

Interpretation:-
From the above diagram it states that only 32% people agrees that there are
exclusive and unique products available at the mall while rest 62% people
do not agree that the mall has exclusive and unique products .

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14.Do you think they need to add clothing department also at the mall?

Particulars Responses Percentage

Yes 38 76%
No 12 24%

Responses

Yes
No

Interpretation:-
From the above diagram it states that 76% people thinks that they need to
add the clothing department also at the mall while rest 24% do not agree
with that.

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15.What is your favorite combination at shopping mall?

Particulars Responses Percentage

Shopping + Entertainment 6 12%
Shopping + Food 15 30%
Shopping + Entertainment + Food 23 46%
Food + Entertainment 6 12%

Responses

Shopping + Entertainment
Shopping + Food
Shopping + Entertainment + Food
Food + Entertainment

Interpretation:-

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 From the above diagram it states that 12% visit shopping mall for shopping
and entertainment only, 30% people visit for shopping and food, 46% people
visit malls for shopping, entertainment and food while the rest 12% thinks it
is only for food and entertainment.

16.Do you consider ambience and location of shopping mall while purchasing?

Particulars Responses Percentage

Yes 26 52%
No 24 48%

Responses

Yes
No

Interpretation:-

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 From the above diagram it states that 52% people do consider the ambience
and the location of the mall while purchasing the products while rest 48%
people do not consider them at all.

17.How much of these attribute attracts and motivates you to buy from
shopping mall?

Attributes HIGH MODERATE Moder LITTLE NOT Total

ate % AT Responses
ALL
Parking 8 9 18% 12 21 50
Atmospher 11 20 40% 12 7 50
e
Time 16 19 38% 10 5 50
saving
Cost saving 7 14 28% 9 19 50
Variety of 14 23 46% 9 4 50
products
Customer 4 16 32% 12 18 50
services

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 Parking Atmosphere

HIGH HIGH
MODERATE MODERATE
LITTLE LITTLE
NOT AT ALL NOT AT ALL

From above diagrams it is clearly described that only 18% moderate level
consumers are there with the parking purpose i.e. they are not fully attracted and
motivated with the parking facility and as from the diagram they are not at all
satisfied with the parking facility.

For atmosphere 40% are much satisfied as compared to the parking facility
but then also they need to do some changes with the atmosphere of the mall.

Time saving Cost saving

HIGH HIGH
MODERATE MODERATE
LITTLE LITTLE
NOT AT ALL NOT AT ALL

From the above diagrams it is clearly described that 38% consumers agrees that
shopping from the mall is like a time saving because every products are available
at a single place and only 28% consumers are satisfied with the cost saving
attribute because this mall doesn’t provide discount offers.

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 Variety of products Customer services

HIGH HIGH
MODERATE MODERATE
LITTLE LITTLE
NOT AT ALL NOT AT ALL

From the above diagram it is clearly described that only 48% consumers agrees
that varieties of products are available at one place itself and only 32% consumers
agrees that

18.Are you satisfied with the employee behavior at shopping mall?

Particulars Responses Percentage

Yes 18 36%
No 32 64%

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 Responses

Yes
No

Interpretation:-
From the above diagram it states that only 36% customers are satisfied with
the employee behavior at the mall rest 64% customers are not satisfied with
the employee behavior at the mall.

19.Are you satisfied or not with the following services rendered by the mall?

Services Satisfied Not Satisfie N.S. Total

Satisfied d% % Responses
Safety & security 33 17 74% 26% 50
Ease of 43 7 86% 14% 50

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 movement of
trolleys and
baskets
Parking in and 21 29 42% 58% 50
out
Hygiene and 30 20 60% 40% 50
sanitation
First Aid services 13 37 26% 74% 50

Safety & security Ease of movement of trolleys and baskets

Satisfied Satisfied
Not Satisfied Not Satisfied

From the above diagrams it clearly describes that 74%consumers are satisfied with
the safety and security purpose and also 86% consumers are satisfied with the ease
of movement of trolleys and basket.

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 Parking in and out Hygiene and sanitation

Satisfied Satisfied
Not Satisfied Not Satisfied

From the above diagrams it is described that 58% customers are not at all
satisfies with the in and out parking services they need to do something
about this issue and 60% customers are satisfied with the hygiene and
sanitation facility provided by the mall.

First Aid services

Satisfied
Not Satisfied

From the above diagram it is clearly described that 74% customers are not
satisfied with the first aid services provided by the mall so they need to do
something better for this service.

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 20.Do you recommend in future they should add other services in respect to
entertainment?

Other services Yes No Yes % No %

Gaming zone for 37 13 74% 26%
children
Movie theater 25 25 50% 50%
Background soft 37 13 74% 26%
music

Movie theater
Gaming zone for children

Yes
Yes No
No

From the above diagram it is describes that 74% consumers are saying to add
gaming zone for the children and 50% consumers are also agreed to add movie
theater for the entertainment purpose.

Background soft music

Yes
No

From the above diagram 74% consumers are suggesting to add background soft
music for entertainment.

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 FINDINGDS

1. As we compare Shakti’s T.P.Sons & mall with the other malls available in
the different cities. For example D-mart at Rajkot.
They have each and every products for households such as kitchen products,
handlooms, some home decorations items etc..
They have stationary department with all different products..
Also for apparels and artifacts they have clothing as well as footwear
department.
If Shakti mall starts providing all such products then customers will
automatically be attract toward this mall.
2. According to our survey, we found that 68% customers are not purchasing
daily products; because they do not provide any discount offers on such
products as such people do not find any difference between the malls and
general stores.
3. We also found that the mall doesn’t provide any qualitative and highly
priced products. For example:- Nivea soap
They do not have such products available with them they just keep local and
running products which are easily available in the market.
4. For parking issues; they need to keep a watchman over there, so that the
parking is done properly in a good manner.
5. They need to recruit the qualified and good manageable employees for better
consumer satisfaction.

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6. We also found that consumers favorite combination at shopping mall is
Shopping+Entertainment+Food.
Therefore they should open gaming zone for children, movie theater and soft
background music for entertainment.
For shopping they need to add clothing as well as footwear department.
Because new generation is attracted towards the apparel and artifacts.
For food; according to the prices of the dishes available they should also
provide the quality and the quantity accordingly.

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 PHASE: 3
Implementation phase

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 IDENTIFYING ALTERNATIVE COURSE OF ACTION

Proper arrangements of the product:-

From the above analyze we found that the products are not arranged in
proper sequences. They should arrange the product according to the categories
from which it be longs. They should arrange the products in selection wise for e.g.
children products are in one selection, cosmetics products, are in other selection
and also they should put the boarding like namkeen, cosmetics, detergent so that
customers can easy find out the product which they want

Provide extra discount:-

From the above analyzed we found that most of the customers feels that they
are not providing discount on product. Customer feels that SHAKTI MALL
charges higher prices as compared to D-mart. So that if SHAKTI MALL wants to
attract more customers they should provide some discount and sell the products at
lower prices as compared to the general & retail store

To provide festival offers:-

At the time of survey we look the suggestion from the customers. Customer
said that SHAKTI MALL have to provide some offers at festival time. It can be
beneficial for both the parties customers are get all the things from the one place at
discounts and more customer can be generated for the mall.

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To provide unique products & electronic:-

When we visited to the SHAKTI MALL. We found that the unique or

different products are not available at the mall so the customer can purchase only
that products which are also available in market or at general start. It may reduce
that customers. They are providing electronic items such as washing machine but
they have to put more items such as blenders, mixtures, electric juicers etc.

Game zone for children and adults & movie theatre:-

Most of the customer said at the time of survey that they should have to
open game zone for kids and adults. So the customer can be entertained more and
feel fresh at the time of purchasing. They should provide the game for children
such as jumping, kids bike ride etc and for adults they can build the pool, snooker,
glow hockey etc. It creates the extra environment like other malls.

To open clothing department:-

Everyone knows that Shakti has many clothing shops such as SHAKTI
NEXT, SHAKTI STORE, but customer said that they should have to open the
clothing department at the mall. Because if village public comes for purchasing,
they can easily purchase the cloths from the mall. As per our opinion, we also
suggest them that they should open cloths wear for girls, kids, gents, woman etc so
that customers can easily purchase all the items from the single place and also it
creates customers for food court.

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DETERMINING THE SUGGESTIONS TO BE PROPOSED

 To arrange the products as department wise so that customer can

easily purchase from one shelf
 To put the boarding for the different types of products. So that
consumer can find the particular products easily.
 To provide extra discount on products as other mall and supermarket
provide. So customers feels some kind of deduction from the acuter
price
 To provide festival offers on such products like buy one get one free it
attracts the customer more and satisfy more.
 To open the department of cloths for kids, woman wear, gents wear
etc.
 To increase the electronic items and unique products for the customers
such as oven, blander etc.
 To increase the kitchen items such as dinner sets, glasses etc.
 To available the game zone at mall for the children as well as adults
who visit the supermarket
 They should available the blankets and different type of bed sheets
sets for the customers.
 Staff member should behave with the customers smoothly and politely
and also give them space for the purchasing. As a result customers
will not feel any interference or uncomfortable.
 They should put the background soft music for the entertainment of
the customers
 To provide membership card and offer coupons to the customers so
that customer can generate regular customers for the SHAKTI MALL.

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 METHODOLOGY ADOPTED FOR SOLUTION
IMPLEMENTATION

Here in our project report we are using descriptive research design

and the methodology adopted is primary data collection, in that we are used
questionnaire method.

Every customer has different expectations and views regarding

supermarket services, thus it is vital role to know the impression of the customer
toward the service

In our survey we have used questionnaire method to analyze the

customer satisfaction level and doing survey and getting the review from the
customers. According to the review we provided the suggestion for improvement
to SHAKTI MALL. We prepare questionnaire and randomly select 50 customer of
the SHAKTI MALL.

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 PROJECT OUT PUT

 From this project probable outcomes that can be derived are.

 Helps to show the right path to that how the SHAKTI MALL can
increase the awareness among the customers and satisfy the customer.
 To train the staff member that how to behave with the customers.
 To increase the household items result into increase the number of
customers.
 Investment on game zone, and clothing department may increase its
customers and also the profitability of food court and mall.

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INTANGIBLE & TANGIBLE BENEFIT DELIVERED
TO THE SHAKTI MALL
There are certain intangible benefits of the Shakti mall mention below:
 By putting hoardings to the road side, it will attract more customers
and as it is a type of advertisement, it will also increase the awareness
among the people.
 Customer satisfaction leads to customer loyalty.
 If they recruit the qualified employee and the employee who have a
good communication skills, then the customer feel respect from the
employee and it will lead to customer satisfaction.
 By adding the guard at parking area, vehicles will be parked in proper
manner and it will save the time of customer in parking issues.
 By adding movie theatre and gaming zone at the mall, it will provide
the refreshment facility to the customer.

There are some tangible benefits of the SHAKTI MALL mentioned below:

 If they add clothing department, gaming zone and movie theatre at the
mall, it may increase its income source and as such the revenue of the
mall increase.
 If they provide discounts on product or provide offers on the products,
customer will purchase more. As a result it will increase the revenue
and somehow profitability of the mall.
 If they will arrange the products on proper sequence or in proper
manner, it will decrease the waste material which is ultimately
decrease the cost for the mall.

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 FUTURE RECOMMANDATION
In light of the overall conclusion arrived at the end of our research report
there are various recommendation has been provided for mall. Which may
important for the mall to satisfy their customers.

 To arrange the product in such way that attract the customers

 To put section wise board
 To open game zone for entertainment.
 To create their own website and start online ordering
 To put all household items at mall
 To provide learning to the staff member for behaving with customers
 Provide extra discounts for more purchasing to single customers
 Provide festival offers to the customers
 To put unique products at mall which satisfy and attract customers.
 To start footwear for gents also and provide varieties in girls an-d gents
footwear.
 To open the clothing department for kids, girls, gents.
 To arrange bill counters properly.

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 BIBLIOGRAPHY
 https://www.economywatch.com/world-industries/retail-industry.html
 https://en.wikipedia.org/wiki/Retailing_in_India
 https://shodhganga.inflibnet.ac.in/bitstream/10603/67503/12/12_chapter%203.pdf

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