Summer Training Report

On

Understanding customer behaviour and evaluation of

customer experience at selected stores of Reliance Retail

In partial fulfilment of the requirements for the award of degree of

MASTER OF BUSINESS ADMINISTRATION

Banking and Insurance Management

(2018-2020)

Submitted By:

Neha

21067

UNIVERSITY INSTITUTE OF APPLIED MANAGEMENT SCIENCES

PANJAB UNIVERSITY, CHANDIGARH

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Project Title- Understanding shopper behaviour and evaluation of customer experience at
Reliance Trends

Organization Name- Reliance Retail

Name of the Guide- Mr. Vimal D Patel

Designation- Chief manager

Mobile Number- +91-9561510101

E-Mail ID- [email protected]

Student Name- Neha

Roll No.: 21067

Address: #46, Sector-127, Royal residency, Chajju Majra, Kharar, Punjab

Mobile No.: +91-8360191088

E-Mail ID: [email protected]

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 DECLARATION FROM THE CANDIDATE

I, Neha, student of MBA (Banking and insurance) Roll no. (21067) do hereby certify that the
Project work titled Understanding shopper behaviour and evaluation of customers experience at
selected store of Reliance Retail is a bonafide work carried out by me.

Signature of the candidate:

Name: Neha

Class: Banking and Insurance

DATE: 22nd July,2019

PLACE: Chandigarh

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 ACKNOWLEDGEMENT

The project of this nature is a learning task which gave me exposure to understand the retail
sector in acute manners and stretching over a period of time, for completing a project like this
one takes the effort and quality inbuilt.

Although this project report is being brought in my name, it bears an imprint of guidance and
cooperation of many individuals. Several persons with whom I integrated have contributed
significantly to the successful completion of the project study. In the successful and trouble
completion of my final term project title ‘Understanding customer behaviour and evaluation of
customer experience at selected stores of Reliance Retail’’, I am grateful to Reliance Retail
Limited and all the staff members for giving me all kind of support that I needed.

I extend my deepest and sincere thanks to my project guide, Mr. Vimal Patel for the unflinching
support and guidance throughout the project by which I could manage to enrich my skills and got
benefited with the hard-core learning.

I really appreciated their involvement in the project as I went along and also inculcate all the
points that help significantly with the growth in my learning. It has been an absolute honour to
work and learn from them, without their support the project would not have completed I would
also like to express my sincere gratitude to Reliance retail authorities who gave the permission to
do my summer internship in a renowned company like Reliance Retail Ltd.

I would also like to thank all the staff members of store who shared their precious time and
experience with me.

Last but not the least, I extend my sincere thanks to my Faculty guide and the Institute for
providing the help that was needed.

Dated: 22/07/2019

Place: Chandigarh

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 Table of content

Chapter Name Page Number

EXECUTIVE SUMMARY 7
INTRODUCTION TO 8
RETAIL INDUSTRY
COMPANY PROFILE 10

RESEARCH 16
METHODLOGY
40DATA ANALYSIS 18
LIMITATIONS 36
RECOMMENDATIONS 38
CONCLUSION 39
BIBILOGRAPHY 40
ANNXEURE 41

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 Introduction
The Indian retail industry is divided into organised and unorganised sectors. Organised retailing
refers to trading activities undertaken by licensed retailers, that is, those who are registered for
sales tax, income tax, etc. These include the corporate-backed hypermarkets and retail chains,
and also the privately owned large retail businesses. Unorganised retailing, on the other hand,
refers to the traditional formats of low-cost retailing, for example, the local kirana shops, owner
manned general stores, paan/beedi shops, convenience stores, hand cart and pavement vendors,
etc.

Large Indian players like Reliance, Ambanis, K Rahejas, Bharti AirTel, ITC and many others are
making significant investments in this sector leading to emergence of big retailers who can
bargain with suppliers to reap economies of scale. Hence, discounting is becoming an accepted
practice. Proper infrastructure with modern facilities is a pre-requisite in retailing, which would
help to modernize India and facilitate rapid economic growth. This would help in efficient
delivery of goods and value-added services to the consumer making a higher contribution to the
GDP.

Reliance Retail Industry is one of the largest retail industry in India. Reliance retail limited is a
subsidiary company of Reliance Industries Limited. It was founded in 2006 and since then it
began to reach at the highest position. It offers variety of products such as groceries, food,
apparel and footwear, lifestyle and home improvement products, electronic goods, and farm
implement and inputs. It also provides vegetables, fruits and flowers. It has also expanded its
business in e-commerce sector through its website AJIO.COM which provides fashion
accessories, clothing for men, women and children and also provides branded footwears.

Financial Position:

Reliance Retail reported a turnover of Rs. 1,30,556 crores for the financial year
2018-19. Reliance Retail also became the first Indian retailer to cross more than
10,000 stores. It operates 10,415 retail stores in more than 6,600 cities and towns,
covering an area of over 22 million sq ft, as on March 31. 

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Subsidiaries and divisions of Reliance Retail:

There are more than 45 Subsidiaies and divisions of Reliance Retail. Below is the list of major
divisions.

1) Reliance Fresh
2) Reliance Digital
3) Reliance Jewels
4) Reliance Jio Stores
5) Reliance Footprint
6) AJIO
7) Reliance Smart
8) Reliance Trends
9) Reliance petrol pumps

The above listed are the major brands of Reliance Retail Limited. These stores serve more than 4
million customers every week and there are more than 90000 people employed in these stores.
They cover more than 4,400 cities and still growing day by day.

For FY19, Reliance Retail added 81 new stores in the grocery consumption basket, taking the
total count to 612 Reliance Fresh, SMART and Reliance Market stores as on March 31, 2019.
During the year, Reliance Retail opened 76 new Digital stores, 2,219 Jio stores. It operates more
than 8,000 Digital and Jio stores as of March 31. Reliance Retail said it has acquired all rights,
title, interest, trademarks and intellectual property for the brand John Players from ITC. 

Reliance Retail has emerged as the partner of choice for International brands and has established
exclusive partnerships with many revered international brands. Reliance Brands’ portfolio
includes Amsterdam-based fashion brand Scotch & Soda and Kate Spade New York apart from
partnerships with 18 global mid-to-luxury brands including Diesel, Hamleys, Steve Madden,
Timberland, Kenneth Cole, Ermenegildo Zegna, and Paul & Sharks. Management consulting
firm Technopak estimated that the fashion retail market, worth $46 billion in 2017, will grow at a
promising CAGR of 9.7% to reach $115 billion by 2026. 

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 EXECUTIVE SUMMARY

The customers are the reason a company survives and grow in a competitive market. So a
company needs to proactively look for the ways to improve the customer’s experience and also to
remove the barriers coming in the way of their customers. A customer needs to be given an
environment where there is a strong working relationship and a sense of courtesy in employees
towards treating their customers.

Aim of this project is to get inputs from the customer about their shopping experience to identify
problem areas and to look for solutions to remove them. It also gives a customer satisfaction that
the company is proactively looking for ways to improve their experience and it also establishes
that the company cares for its customers.

The project work includes collecting data from the customers as management trainees of
Reliance Retail. Trainees were assigned one store for two weeks in a particular city and after
every two weeks the store was changed. We have to interact with the maximum customers that
we can get to and to fill the questionnaire which was provided to us in a prescribed format.
Different stores had different targets of questionnaires to be filled by the customers. And then
these forms were to be filled online through a link provided by the company.

My training went through different phases which are following:

PHASE 1: In this phase a training was given to us in which the trainer provided us information
about the Reliance Retail Limited and about the PROJECT that we were hired to do. He gave us
all the material that were required to complete the work given to us and we were given all the
knowledge about the terminology that is used in reliance retail store and he gave us demo on how
to conduct this survey which gave us an idea on how to approach the customers.

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PHASE 2: The next phase was to interact with the customers and take their feedback on the
questionnaires and send the daily report to the head office and also to fill these forms online
through a link which is given to us by the company.

PHASE 3: Analysis was done on the basis of the questionnaire filled up and the suggestions
made by the respondents.

On further analyzing I found this project was worth doing because I got to know how the retail
industry works. Every retail store is made with particular specialisation and there are many
factors that is to be analysed before opening a store in a particular location. Our work was to
analyse those stores to see what it is lacking and how can the deviations be removed.

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 Reliance Trends

One of the divisions of Reliance Retail Limited is Reliance Trends which deals in apparels. It
launched its first store in India in October 2007 and it has opened more than 300 stores all over
India since that year. It aims to offer good quality fashion at a remarkably low price. It is an
apparel Store that sells men, women and children’s garments. All the Reliance Trends stores
located across India offers the best Indian and International brands with each store area being
more than 15000 sq. ft. of shopping area and has been designed and furnished by the best of the
international design agencies to offer a high style and lavish experience to the Indian consumer.

Reliance Trends has multiple brands in apparels which includes in-house and international
brands. Some of the own brand portfolio includes –
 Rio
 Fig
 Avaasa
 Network
 Netplay

The store layout is set according to the taste and preference of fashion savvy consumers
giving them an opportunity to shop with ease, along with well trained customer service
associates, to compliment the entire shopping process. With so much success in hand, the
company is still trying to reach in every area by planning to launch many new stores and
giving employment opportunities to so many people.

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 Jio Stores

Jio Infocomm Ltd (popularly known as Jio), is a mobile network operator in the country. It is
owned by Reliance Industries, headquartered in Mumbai. Jio provides 4G LTE services and is the
only VoLTE (Voice over LTE) service provider in India.

The service, which was launched for all users on September 5, 2016 with a ‘Welcome Offer,’
was originally introduced in beta for only Reliance employees on December 27, 2015, to mark
the 83rd birth anniversary of Dhirubhai Ambani, founder of Reliance Industries.

Jio had originally tied up with domestic mobile phone maker Intex to produce 4G mobile
smartphones. But in the beginning of 2016, the company also launched its own LYF series of
smartphones, starting with Water 1.

As of 30 April 2019, it is the second largest mobile network operator in India and the sixth

largest mobile network operator in the world with over 314.80 million subscribers.
On 5 July 2018, fixed line broadband service named Gigafiber, was launched by the Reliance
Industries Limited's chairman, Mukesh Ambani, during the company's Annual General Meeting.

On 21 July 2017, Jio introduced its first affordable 4G feature phone, powered by KaiOS, named
as JioPhone. The price announced for it is ₹0 with a security deposit of ₹1500 which can be
withdrawn back by the user by returning the JioPhone at Jio stores only after three years. This
phone was released for beta users on 15 August 2017 and pre-booking for regular users started on
24 August 2017.
JioPhone 2
A second model with a QWERTY keyboard, as well as Facebook, Whatsapp and Youtube
applications, was released in July 2018 for ₹2,999.

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 Research Methodology

This chapter describe the research methodology which is applied during this whole project.

A) Source of Data

Primary Data – Primary data are those data that are collected directly from the source and is first
handed. This type of data is basically collected for the project use. To collect primary data the
procedure used is mentioned below:

Questionnaire – It is set of questions which directly linked to the objective of research and for
every different store there was different questionnaire. Questions were asked from customers and
response was recorded. The recorded questionnaire was updated online on given link.

Secondary Data – The data which is not first handed data. Sources of secondary data are Internet,
Journals and magazines, Newspaper etc.

B) Tentative Research Plan used

a. Understood a Questionnaire.

b. Took surveys based on that questionnaire.

c. Analysed the data based on the feedback.

C) Sampling

Convenience sampling is used to carry out the research it is of non – probability sampling
method where the sample is taken from a group of people who is easily contacted or reached.
This type of sampling is also known as grab sampling or availability sampling.

There are no other criteria to the sampling method except that people be available and willing to
participate. In addition, this type of sampling method does not require that a simple random
sample is generated, since the only criteria is whether the participants agree to participate.

Research strategy: The research design used was Quantitative Research. The emphasis was
tocollect primary data from customer and analysis the data.
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 Data Collection Method: Primary data through survey from the customers by asking
questionfrom the structured questionnaire was used to collect the data.

Time of collection of data: The time of collection of data were 1:30pm to 7:30pm within
thestore timings.

Place of collection of data: the place to collection data or to have survey was at the store
ofReliance Retail.
D) Instrument used

Questionnaires:
The research instrument such as questionnaires were used to make project clearer which was
given by Reliance Retail to record customer feedback and for every store the questionnaire is
different.

E) Analytical tool used

Microsoft Excel:

In Order to analyse the data collected from the survey and calculate it so as to finally arrive on a
conclusion the tools used is MS-Excel.Microsoft Excel is a spreadsheet application developed by
Microsoft for Microsoft Windows and Mac OS X. It features calculation, graphing tools, pivot
tables, and a macro programming language called Visual Basic for Applications. It has been a
very widely applied spreadsheet for these platforms.

Charts was used to make poject more clear and easy for readers to understand the data analysis
graphically. Pie Charts, Line Graphs, 3-D graphs etc were used while analysing the data.

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 Data Analysis
Mentioned below are the graphs and pictorial representation of the data analysed which is
collected from interviewing total 106 respondents from Reliance Fresh PutliGhar Amritsar

store: -

Q1) What is the gender of the respondent?

GENDER

14%

male
female

86%

Figure 1

Analysis:

From the above-mentioned Figure 1, it is clearly observed that the number of males entering into
the Reliance Fresh is more as compared to the females. It can be depicted that males come in
huge number in this area to buy product from the Reliance Fresh store putli ghar Amritsar.
Reliance Fresh need to concentrate on targeting females customers as females number is very less
in the store.

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Q2. What is the age group of respondents?

AGE GROUP

6% 18% 16 – 25 years
14%
26 – 35 years
36 – 45 years
46 - 60 years
25% More than 60 years
37%

Figure 2

Analysis: -

From the figure 2, it is clearly observed that the customers in age group of 26-35 years enter the
store for shopping and the customers in age group more than 60 years visit store in less number
according to the Figure 2.

Reliance Fresh need to concentrate on each age group to get more customer base. Age group of
26-35 need to be attracted more as they can be helpful in increasing sales.

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Q3) How many respondents visit regularly?

First timer/Repeater

23%
First visit
I (we) have shopped before
at this store

77%

Figure 3

Analysis: -

From the above figure 3, It is observed that the Reliance fresh store has more customer retention
as the repeatability of the customer is very high.So, they can concentrate on acquiring more
customers as new customers and maintain there hold on retained customers.

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Q4 ) How frequently respondent visit the store ?

Frequency of visit

Once in 1-2 weeks 9%

Once every 1-2 month 4%

Once a Month 17%

Once a week 19%

Every 2-3 days 26%

Daily 25%

0% 5% 10% 15% 20% 25% 30%

Figure 4

Analysis: -

From the above figure 4, it is observed that most of the repeaters visit the store every 2-3 days
and many customers shop daily at the Reliance fresh store Amritsar. Reliance store need to
concentrate on increasing the figures of the customers who shop daily or every 2 -3 days to
increase their sale. However, there is customers who shop once in month and these can be
attracted by the store to shop on regular basis on store.

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Q5) Whether respondent come in a group or alone?

Accompaniment

27%
Alone
In a Group

73%

Figure 5

Analysis: -

From the above figure 5, it is clearly observed that customers in the store are likely to visit the
store alone and very few of them come with group to shop. There is need to concentrate on
customers who comes in store in group as they can increase the sale of store as more the footfall
more the chances to convert it into sale.

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Q6 ) With whom customers comes in group ?

Who all accompanied

Colleagues 9%

Friends/ neighbours 23%

Relatives 18%

Parents 3%

Kids 32%

Spouse – wife/ husband 15%

0% 5% 10% 15% 20% 25% 30% 35%

Figure 6

Analysis: -

From the above figure 6, it is observed that most of the customers come with kids and
friends/neighbours. Many come with spouse -wife/ Husband and relatives. The number is very
less for customers who comes with parents.

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Q7) How many respondents had pre planned visit?

Planned visit

21%

No
Yes

79%

Figure 7

Analysis: -

From above figure 7 it is observed that most of the customers come pre-planned to the store they
have in mind what to buy from Reliance Fresh store .79% of respondents special plan to visit to

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the store whereas 21% of the respondents are not planed visitor, focus should also be on remain
21% also.

Q8) Were respondents able to buy all what they want to buy in that store?

Mission Accomplishment

Yes I bought some of the things which I wanted to buy 30%

Yes I bought everything which I wanted 60%

No I didn’t buy anything today 12%

0% 10% 20% 30% 40% 50% 60%

Figure 8

Analysis:

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From the above Figure 8, it is clearly observed that 60 % of the respondents bought everything
they wanted which is a good figure however which has lot of room for the improvement. 12% of
the respondents did not buy anything from the store after visiting it so focus should be on them
regarding their concerns. Which can improve the sale of Reliance store.

Q9) Which another format is visited by respondent?

Others Format Vistied

42% No
Yes
58%

Figure 9

Analysis: -

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From the above-mentioned figure 9,it is clearly observed that 58% of the respondents visit ed
others reliance store and 42% of the respondents did not visit any other reliance store. Which is
the most important region to be worked upon by Reliance to boost overall Reliance Retail
business.

Q 10) Which format is visited by respondent other than Reliance Fresh?

Formats visited

Jio Stores 6%

Reliance Petrol Pump 7%

Reliance Jewels 1%

Reliance Trends 40%

Reliance Footprint 30%

Reliance Digital 7%

Reliance Market 9%

0% 5% 10% 15% 20% 25% 30% 35% 40%

Figure 10

Analysis: -

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From the above figure 10, it can be depicted that most of the respondents have visited Reliance
Trends and behind that is Reliance footprint. Reliance Jewels is the least visited store by the
respondents. Reliance should focus on advertising other reliance stores also.

Q11) Which is the most used transport facility used by respondents?

Mode of Transport

Refused 1%

Car 21%

2 Wheeler 59%

Cycle Rickshaw 1%

Auto rickshaw / Cab 3%

Local train/ Metro 2%

Walk 13%

0% 10% 20% 30% 40% 50% 60%

Figure 11

Analysis:

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From the above Figure 11, it is clearly observed that 59% of the respondents used 2-wheeler,
whereas 21% of the respondents use car to visit the store so and 13% visit from walking distance.
Reliance store need to think about the parking facility for the store as most of the respondents
visit on 2-wheeler or car.

Q12) Distance of store from Respondents house?

Distance

Within 1 km 14%

More than 10 kms 9%

5.1-10 kms 13%

3.1 – 5 kms 15%

2.1 kms – 3 kms 33%

1 km – 2kms 16%

0% 5% 10% 15% 20% 25% 30% 35%

Figure 12

Analysis: -

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From the above Figure 12, it is clearly observed that most of the respondents come form the
distance 2.1 Kms-3Kms that is 33%, whereas 9% of the respondents visit store from more than
10 kms. It depicts that Reliance store has a good hold in the city and people visit the store from
far distance as well.

Q13) Time taken to travel from house to store?

Time Taken to Travel

More than 90 minutes 1%

Less than 5 minutes 15%

61-90 minutes 4%

5-10 minutes 52%

31-60 minutes 1%

16-30 minutes 10%

11-15 minutes 17%

0% 10% 20% 30% 40% 50% 60%

Figure 13

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Analysis: -

From the above Figure 13, It is clearly observed that maximum of the respondents that is 52 % of
the respondents take 5-10 minutes to come to the store. So, it can be depicted that store location
of Reliance fresh store is very much reachable by the customer.

Q14) What is the overall Shopping Experience of the store?

Overall Shopping Experience

very dissatisfied 0%

Very satisfied: 5 36%

Somewhat satisfied: 4 49%

Somewhat dissatisfied: 2 2%

Neither satisfied nor dissatisfied: 3 13%

0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%

Figure 14

Analysis: -

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From the above Figure 14, it is clearly observed that most of the customer rated 4 in the overall
ranking of experience where as 36% of the respondents are very satisfied with the shopping
experience which is a good figure and 13% are neither satisfied nor dissatisfied by the shopping
experience. No respondent was very dissatisfied with the shopping experience that is a good
figure for a store .

Q) 15 Will the respondent will Shop again in the store?

Shop Again

no 0%

Yes 90%

Maybe 10%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90%

Figure 15

Analysis: -
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From above figure 15, it is clearly seen that 90% of the customer is agree to shop again in the
store and only 10% of the respondents have confusion in mind to shop it again or not, so there
should be focus on that 10% as well to get higher edge in market over others.

Q)16 Will the respondents will recommend the store to others?

Recommend to Others

no 0%

Yes 86%

Maybe 14%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90%

Figure 16

Analysis: -

From above Figure 16, it is clearly visible that most of the customers will recommend this store
to other customers that is 86% which is good figure for a retail store. 14% of the customers may
or may not recommend this store to others so they can be targeted to gain their confidence in
store.
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 ‘

Q17 ) Response of respondents on different attributes of the store .

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 Attributes for Reliance Fresh

R16: Toilet / Washroom facilities

R15: Product quality

R14 : Air Conditioning inside the store

R13: Signboards and directions to easily locate sections and products

R12: Parking facility for the store

R11: RelianceOne mobile linked loyalty programme

R10: Overall Checkout Experience

R9: Promotions, Offers and Discount Schemes

R8: Lighting / illumination inside the store

R7: Space for movement inside the store

R6: Cleanliness inside the store

R5: Time taken for billing

R4: Store Staff Interaction

R3: Prices of products in the store

R2: Variety and range of products

R1: Availability of products

0% 20% 40% 60% 80% 100% 120%

very dissatisfied somewhat dissatisified neither satisfied nor dissatisfied

somewhat satisfied very satisfied no response

Figure 17

Analysis: -

From above figure 17, It can be seen that most of the customers are very much satisfied with the
all the attributes of the stores. However, there are some attributes which need to take care to build
better customer satisfaction.

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Q18)How many respondents have purchased online?

Have you purchased online

3%

No
Yes

97%

Figure 18

Analysis: -

From the above figure 18, it is clearly observed that customer hardly purchase from reliance
online store so there is lot of scope improvement in online section for reliance store. Only 3% of
the respondents have shopped online.

Limitations of The Study

Although we have tried our best to do our survey error free but stillthere were certain limitations
of the Study. This impacted our studiesas well as Limitations that impacts efficiency of Reliance
fresh. Thus,they are as follows

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Time factor-Our SIP was for 8 Weeks, Starting from 14th May 2018 to14 th July 2018. Though
it appears to be 2 Months but it was notenough as the work was too much and we had to
complete it within thesmall span of time provided. This is why it was impossible for us tointeract
with more Customers beyond our sample size, and was unableto gather more information
regarding project, customer's preference, and their view towards Reliance Fresh.

Limited Area- Since we went to a Retail Store for the project wewere required to gather
information from the Customers of RelianceFresh. It was impossible for us to move door to door
in search forReliance fresh customer. Thus, we have to stick there and wait forcustomers to
arrive, and then only we were able to question them.

Small Sample Size-Though the daily footfall for Reliance Fresh is very high, it was
impossible for us to interact with every one because manyof them were children, many used to
visit as window shopper and manyCustomers were not ready to reply to our questions; thus, we
took 106 as the sample size for convenience.

There was certain limitation attached with Reliance fresh that are as

follows:

Limitation of the Reliance Fresh:

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a). Less Number of Staff- Thou Reliance Fresh Store of PutliGharisbiggest among all in
Amritsar, but the number of staff to managethe store was not sufficient as a result maintenance
use to becomedifficult.

b). Less Number of CCTV Camera- The number of camera installedto control theft is not
sufficient. The camera are installed basically tomonitor movement at the billing area but there are
no camera in areawhere goods are arranged on shelf as a result any unethical activityeither by the
staff or customer in that area is not noticed easily.

c). Training- The staffs are not given training time to time as a resulttheir efficiency of work is
not very high. Moreover, staffs are divided intwo slots that is Morning and Evening, if morning
slots staffs get thetraining, evening staff are not present at that point of time as a resultthey do not
gets the training and vice-versa. So, certain steps should betaken in order to provide training to
each and every staff of the store.

Recommendations
Through the Conclusion I found out that there are certain suggestions/recommendation which
might be given to Reliance Fresh in order toimprove the performance to serve the Customer in
better way
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These are the following suggestions that can be given to Reliance Fresh:

Reliance Fresh should give training to its entire staff from time totime, so that they will know
How, When & What they have.

Reliance Fresh should see that their staff are performing the jobthey were appointed and not
wasting time.

Reliance Fresh should look after its Exchange policy so thatCustomers do not face problem when
they come to returngood/ commodity.

It should be seen that the entire Shelves of Vegetable are cleanand there is no spoil or rottenone.

Staffs of Reliance Fresh should interact with Customers and knowtheir view regarding what is
good and bad about the store andhow that they improve their performance.

Conclusion
Now at the end of the summer internship I learned many things,some of the things that I learned
are:

1) How to handle customers:

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The first thing that I learned is how to handlecustomers. After a lot of experience at store I
realized that it is a verydifficult job to make a customer satisfy as they are always
complainingabout something or the other.

2) Flexibility in work:

One of the major lessons that I got is flexibility inwork. I had to work there for 9 hours every day
and sometime more thanthat. I had to stand there all the day and finish the tasks assigned.
Irealized it is very difficult to adjust with the schedule of retail stores. For the first time in my
lives I learnt to work on Sundays and holidays.

3) Exposure of Retail industry:

Before going to the SIP(Student Internship Programme) I did not know much about Retail
Industry. But after finishing this project I got an exposure of Retail, an extremely profitable and
established business inthe first world countries and an emerging sector in our country. As I
havechosen Retail as my minor specialization this experience will help me inmy future.

Bibliography

https://www.indiaretailing.com

https://relianceretail.com/

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Annexure

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