1. Retail Operation of Reliance
Trends and it’s Impact on
Consumer Satisfaction.
By-Subhajit Sar
Reg-PGDM/13-15/41

2. Introduction
 Retail is the “sale of goods and
services from a individuals or a
businesses to the end user.” Retailers
are part of an integrated system called
supply chain. A retailer purchases
goods or products in a large quantities
from manufacturers directly or through
a wholesale ,and then sells smaller
quantities to the customer for a profit.

3. Literature Review
 Cristina Calvo, Jean-Pierre –Mangin, (2014), Determination
of Brand’s success: A cross-store format competitive
analysis.” This study based on how store brands have grown
exponentially in the past decade worldwide, Future increase
is expected due to the economic downturn, which makes up
an increasingly competitive market with great research
interest.
 M. Divya, Dr K M chinnadorai, (2007) “A study on
operations, merchandising and marketing of retail stores”.
This study includes how a retail industry chooses a right
vendor for the goods, and management of the control,
holding, handling and planning the merchandise.

4. Company Profile
 Company Name: Reliance Retail
 Subsidiary Company: Reliance Trends
 Founded: 2007
 Head Quarter: Mumbai
 Chairman and Managing Director: Shri Mukesh
Ambani
 Number of Stores: 168 till 2014
 Stores at Kolkata: Axis Mall,
Thakurpukur
Diamond Pllaza
Avani Riverside
Mall,

5. Functions performed by
Retailers:
 Providing an assessment of the
product and services.
 Breaking Bulk.
 Holding Inventory.
 Providing Services.

6. Significance of Retail Operation
of Reliance Trends and Its Impact
on customer satisfaction
 A retail operation is very important aspect in any
retail store, a good and fluent retail operation
influence the customer and it helps to drive the
customer to the retail store. So my study based
on the Retail operation which will clarify all the
aspect regarding the store and merchandise
management and this study will connect the
retail operation with the customer satisfaction.

7. Research Objective:
 1. To measure the satisfaction level of
customers with regard of reliance
trends.
 2. To gain a good idea about the retail
operation.
 3. To study different types of
promotional activities done by
Reliance trends for driving more
customers.
 4. To find out the direct link between

8. Relationship Between Retail
Operation and Customer
Satisfaction
Store
Management
Merchandise
Management
Customer
Satisfaction

9. Research Methodology
 Research design:
 For this project descriptive method is used and also used
Statistical Analysis method.
 Sources of Data:
 Primary Data
 Secondary Data
 Sample Size:
 Sample Size is 60.
 Data Collection Method:
 By using questionnaire, phone calls and internet.
 Research Limitations:
 The study is only for the Reliance trends confined to a particular
location and a very small sample of respondents. Hence the findings
cannot be treated as representative of the entire retail industry.
 In this study I have included 60 customer because of time limit.

10. Data Analysis
 Data Analysis covered age, income
level, gender, frequency of shopping,
quality of private level brands, pricing
of the product, offers, perception on
Reliance Trends, buying preference.
 Most of the aspect connected with the
customer satisfaction.

11. Distribution with respect
to the quality of
Service(Q10,i)(p-46)
62.00
%
14.00
%
16.00
%
8.00
%
0%
Quality of service
Very much
satisfied
Satisfied
Neither
satisfied or
not
dissatisfie
dDissatisfie
d
 Analysis:
 From the pie chart it is clear
that 62% people are very
satisfied with the service
 provided by Reliance
Trends.14% people are
satisfied with the service,16%
people are nether satisfied or
not dissatisfied and 8%
people are dissatisfied
 Interpretation:
 From the data it is clear that
most of the people are
satisfied with the service that
is providing by Reliance
Trends, After sale service is
one of the important part in

12. Distribution with respect to
the best part at Reliance
Trends.(q4,p-39)
26.67
%
31.67
%
36.67
%
10%
Best part
Store
Atmospher
e
Customer
Service
Product
Quality
Merchandi
se
 Analysis:
 From the pie chart it is clear that most
of the people like the Product Quality
in Reliance
 Trends, Store atmosphere also liked
by the 26.67 percent people,
Customer Service is
 liked by 31.67 percent people and the
way Reliance Trends represent their
merchandise is
 liked by 10 percent people.
 Interpretation:
 In this, people choose product
quality because the customers
are getting quality product.
within reasonable price.
Customer Service also satisfy
the customers because trends
have good return policy.

13. Analysis:
From the pie chart it is clear
that 26.67 percent people
said Reliance trends is the
best,48.33% percent people
said Reliance trends is
among the good
once,13.33% people said
it is not up to the mark and
11.67 percent people said not
at all good.
Interpretation:
From this data it is clear that
according to the customers,
Reliance positioned them
self with the good once.
Some of the customers are
not satisfied with the Trends
because of the lack of
external brands.
26.67%
48.33%
13.33%
11.67%
Perception on Reliance Trends
It is the best
Among the
good onces
Not up to the
mark
Not at all good
Distribution with respect to the
perception on Reliance
Trends.(q13,p-53)

14. Findings
 Lack of external brand.
 Lack of quality in private level brands.
 Employees needs proper training.
 Less Promotional Activity.
 Doesn’t have attractive marketing
strategy
 Lack of new technology.
 Customers are not asked to fill up Ril
card.
 Visual Merchandising

15. Suggestions
 Suggestion related to in house
operation.
 Suggestion related to business model.
 Suggestion related to customer
relations.
 Suggestion related to store
management.
 Suggestion related to promotion.
 Suggestion related to new technology.

16. Conclusion
 From the study we conclude that all the
customers are not fully satisfied with not only
Reliance Trends but also with the remaining
competitors of reliance trends, customers are
finding some faults with every apparel stores.
 The customers entering into the store are happy
with the offers available in the store that the offers
are good value for their money. But from my
observation I can conclude that Reliance trends is
spending lot of money for different types of
marketing and promotional activities for driving
more customers into the stores, but Reliance is
not concentrating on converting the people who
entered the store into a final customers.

17. THANK YOU……