Project Report

On

Customer Satisfaction and Awareness on Reliance Trends

Submitted in Partial Fulfilment of the Requirement of

Bachelor of Business Administration (BBA)

Project Guide Submitted By:

Name: Dr. Shamsher Singh Name of the student: Isha Nauriyal

Designation: Professor Enrolment No.: 01061201721
Batch: 2021-2024

Submitted To:

BANARSIDAS CHANDIWALA INSTITUTE OF PROFESSIONAL STUDIES, DWARKA, NEW DELHI

(Affiliated to Guru Gobind Singh Indraprastha University)

 DECLARATION

I hereby declare that this Final Research Project Report titled Customer Satisfaction and
Awareness on Reliance Trends submitted by me to Banarsidas Chandiwala Institute of
Professional Studies, Dwarka is a bona-fide work undertaken during the period from Feb
2024 to May 2024 and has not been submitted to any other University or Institution for the
award of any degree diploma / certificate or published any time before.

Date: 30 / 04 / 2024
Name: Isha Nauriyal
Enrol. No: 01061201721

Signature of the Student

 BONAFIDE CERTIFICATE

This is to certify that as per best of my belief the project entitle “Customer Satisfaction and
Awareness on Reliance Trends” is the bona-fide research work carried out by Isha
Nauriyal, 01061201721 student of BBA, BCIPS, Dwarka, New Delhi during Feb 2024 to
May 2024, in partial fulfilment of the requirements for the Degree of Bachelor of Business
Administration.

She has worked under my guidance.

Project Guide
Name: Dr. Shamsher Singh
Date: 30/04/2024

Counter signed by

HOD / Director
Date: 30/04/2024
 ACKNOWLEDGEMENT

I would like to express my sincere gratitude to my project guide Dr. Shamsher Singh for
giving me the opportunity to work on this topic. It would never be possible for me to take
this project to this level without her innovative ideas and her relentless support and
encouragement. I would also thank my Institution and my faculty members without whom
this project would have been a distant reality. I also extend my heartfelt thanks to my family
and well-wishers.

Isha Nauriyal

01061201721
 Table of Contents

S.NO TOPIC PAGE.NO.

1 CHAPTER-1: Introduction of the Study

2 CHAPTER-2: Statement of Research Problem

3 CHAPTER-3: Literature Review

4 CHAPTER-4: Research Objectives & Scope of the Study

5 CHAPTER-5: Research Design

6 CHAPTER-6: Data Analysis

7 CHAPTER-7: Finding & Conclusions

8 CHAPTER-8: Suggestions

9 CHAPTER-9: Limitations

10 Bibliography
 CHAPTER-1

INTRODUCTION OF STUDY

Reliance Industries Limited (RIL) is an Indian conglomerate holding company

headquartered in Mumbai, Maharashtra, India. The company operates in five major
segments: exploration and production, refining and marketing, petrochemicals, retail and
telecommunications

RIL is the second-largest publicly traded company in India by market capitalization and is
the second largest company in India by revenue after the state-run Indian Oil Corporation
The company is ranked #107 on the Fortune Global 500 list of the world's biggest
corporations, as of 2013. RIL contributes approximately 14% of India's total exports.

HISTORY

1960 – 1980

The company was co-founded by Bazaar which and his cousin Bazaar which in 1960s as
Reliance Commercial Corporation. In 1965, the partnership was ended and Dhirubhai
continued the polyester business of the firm. In 1966, Reliance Textiles Industries Pvt Ltd
was incorporated in Maharashtra. It established synthetic fabrics mill in the same year at
Naroda in Gujarat. In 1975, company expanded its business into textiles, with "Vimal"
becoming its major brand in later years. The company held its Initial public offering (IPO) in
1977The issue was over-subscribed by seven times. In 1979, a textiles company Sidhpur
Mills was amalgamated with the company. In 1980, the company expanded its polyester yarn
business by setting up a Polyester Filament Yarn Plant in Raigad, Maharashtra with financial
and technical collaboration with E. I. du Pont de Nemours & Co., USA.
1981 – 2000

In 1985, the name of the company was changed from Reliance Textiles Industries Ltd. to
Reliance Industries Ltd. During the years 1985 to 1992, the company expanded its installed
capacity for producing polyester yarn by over 145,000 tonnes per annum. The Hazira
petrochemical plant was commissioned in 1991–92. In 1993, Reliance turned to the overseas
capital markets for funds through a global depositary issue of Reliance Petroleum. In 1996, it
became the first private sector company in India to be rated by international credit rating
agencies. S&P rated BB+, stable outlook, constrained by the sovereign ceiling. Moody's
rated Baa3, Investment grade, constrained by the sovereign ceiling. In the year 1995–96, the
company entered the telecom industry through a joint venture with NYNEX, USA and
promoted Reliance Telecom Private Limited in India. In 1998–99, RIL introduced packaged
LPG in 15 kg cylinders under the brand name Reliance Gas.[13] During 1998–2000, the
company completed setup of integrated petrochemical complex at Jamnagar in Gujarat.

2001 – Present
In 2001, Reliance Industries Ltd. and Reliance Petroleum Ltd. became India's two largest
companies in terms of all major financial parameters. In 2001–02, Reliance Petroleum was
merged with Reliance Industries. In 2002, Reliance announced India's biggest gas discovery
(at the Krishna Godavari basin) in nearly three decades and one of the largest gas discoveries
in the world during 2002. The in-place volume of natural gas was in excess of 7 trillion
cubic feet, equivalent to about 1.2 billion barrels of crude oil. This was the first ever
discovery by an Indian private sector company. In 2002–03, RIL purchased a majority stake
in Indian Petrochemicals Corporation Ltd. (IPCL), India's second largest petrochemicals
company, from Government of India.[17] IPCL was later merged with RIL in 2008. In the
years 2005 and 2006, the company reorganized its business by demerging its investments in
power generation and distribution, financial services and telecommunication services into
four separate entities. In 2006, Reliance entered the organised retail market in India with the
launch of its retail store format under the brand name of 'Reliance Fresh'. By the end of
2008, Reliance retail had close to 600 stores across 57 cities in India. In 2010, Reliance
entered Broadband services market with acquisition of Intel Broadband Services Limited,
which was the only successful bidder

Listing

The company's equity shares are listed on the National Stock Exchange of India Limited
(NSE) and the BSE Limited. The Global Depository Receipts (GDRs) issued by the
Company are listed on Luxembourg Stock Exchange.[30][31] It has issued approx. 56
million GDRs wherein each GDR is equivalent to 2 equity shares of the company. Approx.
3.46% of its total shares are listed on Luxembourg Stock Exchange.

Its debt securities are listed at the Wholesale Debt Market (WDM) Segment of the National
Stock Exchange of India Limited (NSE).

Credit Ratings: It has received domestic credit ratings of AAA from CRISIL (S&P
subsidiary) and Fitch. Moody’s and S&P have provided investment grade ratings for
international debt of the Company, as Baa2 positive outlook (local currency issuer rating)
and BBB+ outlook respectively.[33][34][35]
Shareholding

The number of shareholders in RIL are approx. 3 million. The promoter group, Ambani
family, holds approx. 45.34% of the total shares whereas the remaining 54.66% shares are
held by public shareholders, including FII and bodies corporate. Life Insurance Corporation
of India is the largest non-promoter investor in the company with 7.98% shareholding.[7]
Buyback: In January 2012, the company announced a buyback programme to buy a
maximum of 120
 CHAPTER 2

Statement of Research Problem

2.1. Research Question

1. Name*
Your answer

2. Gender*
Male
Female
Other

3. Age*
10-20
20-30
30-40
40-50

4. Education Qualification*
10th Pass
12th Pass
College
Graduate

5. Income Group (Annually)*

Below 10,000
10,000 - 20,000
20,000-30,000
30,000 and above
6. Occupation *
Student
Self Employed
Unemployed
Employed

7. Have you ever visited Reliance Trends? *

Yes
No
Maybe

8. Do you shop regularly at Reliance Trends?

Yes
No
Maybe

9. What is your expenditure on shopping at Reliance Trends?

1000-2000
2000-3000
3000-4000
4000-5000

10. Are you satisfied with the Brands offered by Reliance

Trends under different departments and categories?
Yes
No
Maybe

11. Is it convenient to shop at Reliance Trends? *

Yes
No
Maybe
12. Are you Satisfied with services and variety at Reliance Trends? *
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree

13. Does Reliance Trends provide sufficient information boards?

Strongly disagree
Disagree
Neutral
Agree
Strongly agree

14. What do you prefer Offline buying or Online buying *

Online Buying
Offline Buying
Other

15. If you had a complaint, was your complaint to the

supplier/shopkeeper attended by him to your satisfaction?
Yes
No
Maybe

16. Would you like to recommend Reliance Trends to you friends? *

Yes
No
Maybe

17. How will you describe Reliance Trends? *

Realisable
Trustworthy
Economical
Innovative
18. Are offers available in Reliance Trends value for money*
Yes
No
Maybe

19. How will you rate Reliance Trends overall? *

Excellent
Very good
Good
Fair
Poor
 CHAPTER-3

LITERATURE REVIEW

Major subsidiaries and associates

On 31 March 2013, the company had 123 subsidiary companies and 10 associate companies.

• Reliance Retail is the retail business wing of the Reliance Industries. In

March 2013, it had 1466 stores in India. [37] It is the largest retailer in India. Many
brands like Reliance Fresh, Reliance Footprint, Reliance Time Out, Reliance Digital,
Reliance Wellness, Reliance Trends, Reliance AutoZone, Reliance Super, Reliance
Mart, Reliance instore,
Reliance Home Kitchens, Reliance Market (Cash n Carry) and Reliance Jewel come
under the Reliance Retail brand. Its annual revenue for the financial year 2012–13
was 10800 crore (US$1.7 billion) with an EBITDA of 78 crore (US$12 million).

• Reliance Life Sciences works around medical, plant and industrial

biotechnology opportunities. It specializes in manufacturing, branding, and marketing
Reliance Industries' products in bio-pharmaceuticals, pharmaceuticals, clinical
research services, regenerative medicine, molecular medicine, novel therapeutics,
biofuels, plant biotechnology, and industrial biotechnology sectors of the medical
business industry.
• Reliance Institute of Life Sciences (RILS), established by DhirubhaiAmbani

Foundation, is an institution offering higher education in various fields of life sciences

and related technologies.

• Reliance Logistics is a single-window company selling transportation,

distribution, warehousing, logistics, and supply chain-related products, supported by
in-house telematics and telemetry solutions. Reliance Logistics is an asset-based
company with its own fleet and infrastructure. It provides logistics services to
Reliance group companies and outsiders.

• Reliance Clinical Research Services (RCRS), a contract research

organization (CRO) and wholly owned subsidiary of Reliance Life Sciences,
specializes in the clinical research services industry. Its clients are primarily
pharmaceutical, biotechnology and medical device companies.

• Reliance Solar, the solar energy subsidiary of Reliance, was established to

produce and retail solar energy systems primarily to remote and rural areas. It offers a
range of products based on solar energy: solar lanterns, home lighting systems, street
lighting systems, water purification systems, refrigeration systems and solar air
conditioners. Merged content from Reliance Solar to here

• Reliford is a cord blood banking service owned by Reliance Life Sciences. It

was established in 2002.[52] It has been inspected and accredited by AABB,and also
has been accorded a license by Food and Drug Administration (FDA), Government of
India.
• Reliance JioInfocomm (RJIL), previously known as Infotel Broadband, is a
broadband service provider which gained 4Glicences for operating across India. Now
it is wholly owned by RIL for 4800 crore (US$770 million).[55][56]Sandip Das, former
CEO of Maxis Malaysia, is the current group president of Reliance JioInfocomm.

• Reliance Industrial Infrastructure Limited (RIIL) It is an associate

company of RIL. RIL holds 45.43% of total shares of RIIL. [7] It was incorporated in
September 1988 as ChemburPatalganga Pipelines Limited, with the main objective
being to build and operate cross-country pipelines for transporting petroleum
 products. The company's name was subsequently changed to CPPL Limited in
September 1992, and thereafter to its present name, Reliance Industrial Infrastructure
Limited, in March 1994.RIIL is mainly engaged in the business of setting up and
operating industrial infrastructure. The company is also engaged in related activities
involving leasing and providing services connected with computer software and data
processing. The company set up a 200millimetre diameter twin pipeline system that
connects the Bharat Petroleum refinery at Mahul, Maharashtra, to Reliance's
petrochemical complex at Patalganga, Maharashtra. The pipeline carries petroleum
products including naphtha and kerosene. It has commissioned facilities like the
supervisory control and data acquisition system and the cathodic protection system, a
jackwell at River Tapi

Employees

As on 31 March 2013, the company had 23,519 employees of which 1,159 were women and
82 were employees with disabilities. It also had 29,462 temporary employees on the same
date. As per its Sustainability Report for 2011–12, the attrition rate was 7.57%.
In its 39th Annual General Meeting, its Chairman informed the shareholders of the
investment plans of the company of about 150000 crore (US$24 billion) in next three years.
This would be accompanied by increasing the staff strength in Retail division from existing
strength of 35,000 to 120,000 in next three years and increasing employees in Telecom
division from existing 3,000 to 10,000 in 12 months.
Environmental record

Reliance Industries is the world's largest polyester producer and as a result one of the largest
producers of polyester waste in the world. In order to deal with large quantities of waste, they
operate the largest polyester recycling centre that uses the polyester waste as a filling and
stuffing.

Awards and recognition

• International Refiner of the Year in 2013 at the HART Energy’s 27th World
Refining & Fuel Conference. This is the second time that RIL has received this Award
for its Jamnagar Refinery, the first being in 2005.
• According to survey conducted by Brand Finance in 2013, Reliance is the
second most valuable brand in India.
• The Brand Trust Report, 2013 has ranked 'Reliance' as the 7th most trusted
brand in India.
• RIL was certified as 'Responsible Care Company' by the American Chemistry
Council in March, 2012.
• RIL was ranked at 25th position across the world, on the basis of sales, in the
ICIS Top 100 Chemicals Companies list in 2012.
• RIL was awarded the National Golden Peacock Award 2011 for its
contribution in the field of corporate sustainability.
• In 2009, Boston Consulting Group (BCG) named Reliance Industries as the
world's fifth biggest 'sustainable value creator' in a list of 25 top companies globally
in terms of investor returns over a decade.[68]

• The company was selected as one of the world's 100 best managed companies
for the year 2000 by Industry Week magazine.
• From 1994 to 1997, the company won National Energy Conservation Award in
the petrochemical sector.

Reliance Retail Ltd. is a subsidiary company of Reliance Industries. Founded in 2006 and
based in Mumbai, it is the largest retailer in India in terms of revenue.[3] Its retail outlets offer
foods, groceries, apparel and footwear, lifestyle and home improvement products, electronic
goods, and farm implements and inputs. The company’s outlets also provide vegetables, fruits
and flowers. It focuses on consumer goods, consumer durables, travel services, energy,
entertainment and leisure, and health and well-being products, as well as on educational
products and services.
It has a total of 1,466 stores in India with an area of approx. 9 million square feet.

Financial Position

It had a turnover of Rs. 10,800 crores in the financial year 2012-13. Approx. 56 per cent of
this revenue came from its ‘value and other’ segment that operates grocery chains Reliance
Fresh, Reliance Super and Reliance Hyper.

Reliance Retail has announced revenues of Rs. 3,474 crores for the first quarter of 2013,
showing 53% jump from 2012. The company also reported operating profit of Rs. 70 crores
for the same
quarter.[3]

Subsidiaries & Divisions

There are over 45 Subsidiaries & divisions of Reliance Retail. [4] Following is the list of major
divisions:

1. Reliance Fresh - Retail outlets of fruits, vegetables & groceries. This division
is yet to become profitable.[5]

2. Reliance Digital - Consumer Electronics retail stores. It had 139 stores in Mar
2013.

3. Reliance Jewels - Jewellery; It had revenues of approx. Rs. 800 crores in

financial year 2012-13.[6]

4. Reliance Time Out - Lifestyle store of Books, Music, Movies, Toys, Gaming,
Fragrances, Stationery.
 5. Reliance Trends, Reliance Footprint and Reliance Living - Apparel and
Clothing. It had revenues of approx. Rs. 1,600 crores in financial year 2012-13.[

ABOUT RELIANCE TRENDS

During the year under review, the Company has maintained its growth by expanding its retail
presence in new cities and towns in India. The Company’s Reliance Trends stores offer wide
collection covering more than 100 International and Indian brands including private label
products at affordable prices for men, women and kids. The latest fashion and high-quality
products coupled with incredible price offering has been well received and appreciated by its
customers. Apart from ready-to-wear garments, the stores also cater to consumers who prefer
to shop for fabric and tailor their clothes.

Vision & Mission

Vision:

Reliance Trends’ vision is to be the Earth's most customer-centric company, revolutionizing

the way people shop and consume goods and services. They strive to provide customers with
the widest selection of products at the lowest prices, combined with a seamless and
convenient shopping experience. Reliance Trends envisions a world where customers can
find and purchase anything they need online, from books and electronics to clothing and
household essentials, all delivered with speed and reliability.

This vision goes beyond just being an online retailer. Reliance Trends aims to continually
innovate and leverage technology to enhance the customer experience and improve
operational efficiency. They envision using cutting-edge technologies to enable fast and
accurate order fulfilment, efficient inventory management, and secure payment systems.
Additionally, they envision creating a personalized and tailored shopping experience for
each customer, leveraging data and insights to recommend relevant products and anticipate
customer needs.

Mission:

Reliance Trends’ mission is to continually strive to be the world's most customer-centric

company, focusing on four primary pillars:

Customer obsession: Reliance Trends’ primary focus is on the customer. They aim to
understand and meet the needs of customers by providing a wide range of products and
services, delivering exceptional customer service, and offering a personalized and
convenient shopping experience.

Innovation: Reliance Trends aims to be at the forefront of innovation, constantly introducing

new technologies, products, and services to enhance the customer experience. The company
places a strong emphasis on technology and aims to leverage it to improve efficiency and
create new opportunities.

SWOT Analysis

SWOT analysis is a framework used to assess the strengths, weaknesses, opportunities, and
threats of a company. Here's a SWOT analysis of Reliance Trends:

Strengths:
1. Strong brand: Reliance Trends is one of the most recognizable and valuable brands
globally, known for its customer-centric approach and vast range of products and services.
2. Extensive product and service portfolio: Reliance Trends offers a wide range of
products, including electronics, books, household items, and more. Additionally, it provides
various services like Reliance Trends Prime, Reliance Trends Web Services (AWS), and
Reliance Trends Marketplace.
3. Global presence: Reliance Trends operates in multiple countries, enabling it to reach
a vast customer base and expand its market share internationally.
4. Customer-focused approach: Reliance Trends’ customer-centric strategy, with
features like fast delivery, easy returns, and personalized recommendations, has helped build
customer loyalty and satisfaction.
5. Technological expertise: Reliance Trends has made significant investments in
technology, enabling it to optimize its operations, improve logistics, and offer innovative
services like voice-activated virtual assistant Alexa.

Weaknesses:
1. Reliance Trends Trends on third-party sellers: While Reliance Trends benefits from
its third-party marketplace, it also faces challenges associated with counterfeit products,
quality control, and maintaining a consistent customer experience across sellers.
2. Negative public perception: Reliance Trends has faced criticism for labour practices,
worker conditions, and its impact on local businesses, which can potentially affect its brand
image and reputation.
3. High competition: The e-commerce industry is highly competitive, and Reliance
Trends faces competition from both traditional retailers and online marketplaces.
Competitors like Walmart and Alibaba pose a significant challenge in various markets.

Opportunities:
1. Cloud computing and AWS growth: Reliance Trends’ subsidiary, AWS, is a leading
cloud services provider. The increasing adoption of cloud computing presents opportunities
for Reliance Trends to expand its market share and revenue in this segment.
2. International expansion: Reliance Trends has the potential to further expand into
emerging markets and tap into the growing middle-class consumer base worldwide.
3. Diversification: Reliance Trends can explore new product categories and services to
diversify its revenue streams and reduce Reliance Trends Trends on e-commerce.
Threats:
1. Regulatory challenges: As a dominant player in the e-commerce and cloud
computing industries, Reliance Trends faces scrutiny from regulatory bodies regarding
issues such as antitrust concerns, data privacy, and labour practices.
2. Intense competition: Rival companies are constantly striving to gain market share,
and the competitive landscape may intensify, leading to potential erosion of Reliance
Trends’ market position.
3. Supply chain disruptions: Reliance Trends’ operations rely heavily on an efficient
supply chain. Any disruptions, such as natural disasters, geopolitical tensions, or
transportation issues, could adversely affect its ability to deliver products on time.
It's important to note that this SWOT analysis provides a snapshot of Reliance Trends’
current situation and is subject to change as the business landscape evolves.

Marketing Strategy & Marketing Mix (4Ps)

Reliance Trends, as one of the world's largest online retailers, utilizes various marketing
strategies to promote its products and services. These strategies can be analysed using the
traditional marketing mix framework, also known as the 4Ps (Product, Price, Place, and
Promotion).

Here's an overview of how Reliance Trends employs these strategies:

1. Product:

Reliance Trends offers a wide range of products across numerous categories, including
electronics, books, clothing, home goods, and more. The company focuses on providing a
vast selection of items to cater to diverse customer preferences. Additionally, Reliance
Trends has introduced several product lines of its own, such as Reliance Trends Echo
devices, Kindle e-readers, and Reliance Trends Basics, which further expand its offerings.
2. Price:

One of Reliance Trends’ core strategies is competitive pricing. The company aims to offer
competitive prices on its products, often leveraging its scale and negotiation power to secure
lower prices from suppliers. Furthermore, Reliance Trends employs dynamic pricing
algorithms that adjust prices based on market conditions, demand, and competitor prices.
The goal is to provide customers with competitive deals and value for their money.

3. Place:

Reliance Trends has revolutionized the concept of place in retail through its online
marketplace. The company enables customers to shop conveniently from anywhere, anytime,
through its website and mobile app. By establishing a robust e-commerce platform, Reliance
Trends has removed the need for physical stores, which allows it to reach customers
globally.

4. Promotion:

Promotion is a critical aspect of Reliance Trends’ marketing strategy. The company utilizes
various channels to promote its products and services. Reliance Trends leverages digital
advertising, search engine optimization (SEO), and social media marketing to increase brand
visibility. Moreover, the company leverages customer reviews and ratings to build trust and
credibility. Additionally, Reliance Trends employs targeted email marketing campaigns,
personalized recommendations, and advertising on its own platform to drive customer
engagement and sales.
 CHAPTER-4
Research Objectives& Scope of the Study

4.1. Research Objectives

 To make a profile of users with regard to their occupation, income and other
demographic factors.

 To identify and analyse the level of customer satisfaction with regard to the price,
coverage, clarity and the billing system.

 To know and identify the awareness if corridor facility of the RELIANCE TRENDS.

 To identify different promotional methods, particularly the sales promotional methods

and the advertisement strategies for promoting the RELIANCE TRENDS.

 To make suggestions to improve the marked ability of the RELIANCE TRENDS

4.2. Scope of the Study

 This research work will cover Reliance Trends and also deals with the customers
which are regulars used to shopping from Reliance Trends.

 The study helps in having an awareness of customer satisfaction towards

“RELIANCE TRENDS”. As the product had a good reputation in the market, this
study will help to know that how RELIANCE TRENDS lost their grip in motor bike
industry. It also helps us to increase our practical knowledge towards marketing of a
 company. Marketing is taken as the functional area as the customer satisfaction is to
be taken into account.

CHAPTER-5
RESEARCH DESIGN

DESCRIPTIVE RESEARCH

Descriptive research is defined as a research method that describes the characteristics of the
population or phenomenon that is being studied. This methodology focuses more on the
"what" of the research subject rather than the "why" of the research subject.

In other words, descriptive research primarily focuses on describing the nature of a

demographic segment, without focusing on "why" a certain phenomenon occurs. In other
words, it "describes" the subject of the research, without covering "why" it happens.

For example, an apparel brand that wants to understand the fashion purchasing trends among
New York buyers will conduct a demographic survey of this region, gather population data
and then conduct descriptive research on this demographic segment.

The research will then uncover details on "what is the purchasing pattern of New York
buyers", but not cover any investigative details on "why" the patterns exits. Because for the
apparel brand trying to break into this market, understanding the nature of their market is the
objective of the study.
 CHAPTER-6
DATA ANALYSIS

1. Gender*
 Male – 83
 Female – 40
 Other – 0

Percentage
2. Age*
 10-20 – 74
 20-30 – 22
 30-40 – 21
 40-50 – 6

Percentage
3. Education Qualification*
 10th Pass – 3
 12th Pass – 16
 College – 51
 Graduate – 53

Percentage
4. Income Group (Annually)*
 Below 10,000 – 9
 10,000 - 20,000 – 1
 20,000-30,000 – 10
 30,000 and above – 103

Percentage
5. Occupation *
 Student – 53
 Self Employed – 17
 Unemployed – 10
 Employed – 38

Percentage
6. Have you ever visited Reliance Trends? *
 Yes – 118
 No – 4
 Maybe – 1

Percentage
7. Do you shop regularly at Reliance Trends?
 Yes – 78
 No – 44
 Maybe – 1

Percentage
8. What is your expenditure on shopping at Reliance Trends?
 1000-2000 – 12
 2000-3000 – 30
 3000-4000 – 30
 4000-5000 – 51
Percentage
9. Are you satisfied with the Brands offered by Reliance Trends under different departments
and categories?
 Yes – 113
 No – 4
 Maybe – 6

Percentage
10. Is it convenient to shop at Reliance Trends? *
 Yes – 113
 No – 4
 Maybe – 6

Percentage
11. Are you Satisfied with services and variety at Reliance Trends? *
 Strongly Agree – 101
 Agree – 12
 Neutral – 7
 Disagree – 0
 Strongly Disagree – 3

Percentage
12. Does Reliance Trends provide sufficient information boards?
 Strongly disagree – 93
 Disagree – 19
 Neutral – 7
 Agree – 9
 Strongly agree – 13

Percentage
13. What do you prefer Offline buying or Online buying *
 Online Buying – 63
 Offline Buying – 52
 Other – 3

Percentage
14. Are you satisfied with the customer care at Reliance Trends ?
 Yes – 103
 No – 14
 Maybe – 4

Percentage
15. Would you like to recommend Reliance Trends to your friends? *
 Yes – 109
 No – 7
 Maybe – 7

Percentage
16. How will you describe Reliance Trends? *
 Realisable – 45
 Trustworthy – 38
 Economical – 33
 Innovative – 14

Percentage
17. Are offers available in Reliance Trends value for money*
 Yes – 114
 No – 5
 Maybe – 4

Percentage
18. How will you rate Reliance Trends overall? *
 Excellent – 88
 Very good – 17
 Good – 14
 Fair – 1
 Poor – 3

Percentage
 CHAPTER-7
FINDINGS AND CONCLUSION

7.1. MAJOR FINDINGS

1. We found out that out of the total number of people which is 123 that filled our
questionnaire 40 or 32.5% are Females and 83 or 67.5% are Males

2. We found out that out of the total number of people which is 123 that filled our
questionnaire 74 or 60.2% are in between the ages of 10-20, 22 or 17.9% are between the
ages of 20-30, 21 or 17.1% are between the age of 30-40 and 6 or 10% are between the age of
40-50

3. We found out that out of the total number of people which is 123 that filled our
questionnaire 3 or 4% are 10th Pass, 16 or 13% are 12th Pass, 51 or 41.5% are in college and
53 or 43.1% are Graduates

4. We found out that out of the total number of people which is 123 that filled our
questionnaire 9 or 8.1% earn below 10,000 (Annually), 1 or 0.1% earn between 10,000-
20,000, 10 or 14% earn between 20,000-30,000 and 103 or 83.7% earn between 30,000-
40,000

5. We found out that out of the total number of people which is 123 that filled our
questionnaire 53 or 44.7 % are Students, 17 or 13.8% are Self Employed, 10 or 10.9% are
Unemployed and 38 or 30.9% are Employed

6. We found out that out of the total number of people which is 123 that filled our
questionnaire 118 or 95.9% have visited Reliance Trends, 4 or 6% Have not visited Reliance
Trends and 1 or 0.1% doesn’t remember or don’t know
7. We found out that out of the total number of people which is 123 that filled our
questionnaire 78 or 63.4% shop regularly at Reliance Trends, 44 or 35.8% do not shop
regularly at Reliance Trends and 1 or 0.1% doesn’t remember or don’t know

8. We found out that out of the total number of people which is 123 that filled our
questionnaire 12 or 9.8% spend 1000 – 2000 while shopping at Reliance Trends, 30 or 24.4%
spend 2000 – 3000 while shopping at Reliance Trends, 30 or 24.4% spend 3000 – 4000 while
shopping at Reliance Trends and 51 or 41.5% spend 4000 – 5000 while shopping at Reliance
Trends

9. We found out that out of the total number of people which is 123 that filled our
questionnaire 113 or 91.9% are satisfied with the Brands offered by Reliance
Trends under different departments and categories, 4 or 2.9% are not satisfied and 6 or 4.6%
are neutral

10. We found out that out of the total number of people which is 123 that filled our
questionnaire 113 or 91.9% find shopping at Reliance Trends convenient, 4 or 2.9% do not
find it convent and 6 or 4.9% are neutral

11. We found out that out of the total number of people which is 123 that filled our
questionnaire 101 or 82.1% are strongly satisfied with services and variety at Reliance
Trends, 12 or 9.8% are satisfied, 7 or 7.3% are neutral and 3 or 1.8% are highly unsatisfied

12. We found out that out of the total number of people which is 123 that filled our
questionnaire 93 or 75.6% are strongly satisfied with sufficient information boards provided
by Reliance Trends, 19 or 10.8% are satisfied, 7 or 5.5% are neutral, 9 or 7.9% are not
satisfies and 13 or 8.2% are highly unsatisfied

13. We found out that out of the total number of people which is 123 that filled our
questionnaire 63 or 55.3% buy Online, 52 or 42.3% buy offline and 3 or 2.4% buy in other
ways
14. We found out that out of the total number of people which is 123 that filled our
questionnaire 103 or 83.7% are satisfied with the customer care at Reliance Trends, 14 or
11.4% are not satisfied and 4 or 3.7% aren’t sure

15. We found out that out of the total number of people which is 123 that filled our
questionnaire 109 or 86.9% will recommend Reliance Trends to their friends, 7 or 9.4% will
not recommend and 7 or 6.7% aren’t sure

7.2. CONCLUSION COMMENTS

In the conclude note of my research I am confident to say that the study gave an opportunity
to analyse various factors regarding customer satisfaction.
This study discusses customer satisfaction towards fashion apparel in reference to purchase
motivations, socio-cultural value, and lifestyle, which mediate emotions and shopping
behaviour.
Fashion-loving consumers typically patronize multi-channel retail outlets and fashion brands,
and invest time and cost toward an advantageous product search. The study suggests that
consumers with sustainable purchase intentions for fashion apparel are motivated to seek
benefits of the store and brand-specific promotions and prices enhancing their shopping
basket.
The majority of shoppers rely on store patronage, brand value and building loyalty over time
to continue benefits of the store and brand promotions. Shopping motivation, attributes of
retailers and customer beliefs influence patronage behaviour among shoppers.
The discussions in the study also show that shopping arousal is largely driven by mall
attractions, inter- personal influences, sales promotions and comparative gains among urban
shoppers. Major factors that affect shopping arousal among fashion shoppers are
simulation/trial facilities, brand reputation, personalization possibilities, and store
attractiveness in reference to products and services, brand value and price
 CHAPTER-8
SUGGESTIONS

According to the optimal distinctiveness theory, individuals strive to maintain a balance

between the need to be assimilated by the peers and family, and the need for autonomy and
differentiation. The purchase intention for fashion and fashion apparel is stimulated among
consumers in social contexts. The distinctiveness of fashion features (for example, fashion
brand, celebrity endorsement, media reviews) that are consistently associated with emotional
expressions plays the strongest role in buying behaviour among consumers. Some studies
suggest that the perception of a person on his personality is a distinctive and salient trait that
differentiates behaviour. Individuals who have high social standing and are adaptive to
change in lifestyle are driven by fashion demonstrations. The distinctiveness theory supports
the notion that ethnicity can influence consumer responses to various marketing stimuli such
as sales promotions and advertisements.
One of the principal drivers of consumer behaviour toward fashion apparel is the dominance
of social interactions. The involvement of consumers in fashion products depends not only on
their own perceptions but also on peers’ response to their personality and change proneness.
The relation between clothes and identity is perceived by consumers from the perspective of
their values generated in various social interactions. Consumers get involved in exhibiting
fashion and lifestyle as an aesthetic way of presenting their personality. Hence, clothing is
often considered as an opportunity for communicating a new order of identity of a person. In
this process, there are both cognitive and affective incentives that translate into potential
welfare gains (or indifference) for the consumer in a given social and work-related
environment.
It has been observed by some researchers that cultural values affect the purchase intentions of
fashion apparel. In societies that exhibit hedonic values, fashion apparel is promoted by
manufacturers and retailers to induce a sudden, compelling, socially complex buying
behaviour through promotional programs that increase disposable income by facilitating
credit to consumers. Manufacturers and retailers apply both push and pull strategies to make
the promotions of fashion apparel effective and advantageous to the consumers. Promotions
targeted at final consumers, known as pull promotions, directly offer extra value to
consumers with the primary goals of attracting consumers to retail locations and stimulating
immediate sales.

CHAPTER-9
LIMITATIONS

Key challenges/problems facing the organization

Some key challenges/problems that Reliance Trends faced:

1. Labor Practices and Worker Conditions: Reliance Trends has faced criticism and
scrutiny regarding the treatment of its workers. Concerns have been raised about long
working hours, inadequate breaks, unrealistic productivity expectations, and workplace
safety. These issues have led to protests, strikes, and calls for improved labour practices.

2. Antitrust and Regulatory Concerns: Reliance Trends’ dominant market position and
its impact on competition have drawn attention from regulators and lawmakers. There have
been calls for increased antitrust scrutiny to assess whether Reliance Trends’ practices stifle
competition and harm consumers or small businesses.

3. Counterfeit and Unsafe Products: The sheer scale of Reliance Trends’ marketplace
makes it challenging to prevent the sale of counterfeit goods and unsafe products. Despite
efforts to combat these issues, counterfeit products continue to be listed, potentially harming
customers and legitimate sellers.

4. Data Privacy and Security: As a company that collects and processes vast amounts of
customer data, Reliance Trends faces concerns about data privacy and security. There have
been incidents of data breaches, raising questions about the company's ability to safeguard
personal information.
5. Environmental Impact: Reliance Trends’ rapid growth and extensive logistics
network have raised concerns about its environmental footprint. Critics have highlighted
issues such as carbon emissions from delivery operations, packaging waste, and the energy
consumption of data centres.

BIBLIOGRAPHY

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 www.wikipedia.com
 www.encyclopedia.com
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