G.VIGNESH 1 2P.KARTHIKEYAN - Icmrr journalicmrr.org/feb_2015/IJMRR/15202008.pdf · G.VIGNESH 1 2P.KARTHIKEYAN ... To analyze the customer perception on various service ... promptness

A STUDY ON CUSTOMER SATISFACTION OF RELIANCE OUTLET

WITH IN COIMBATORE DISTRICT

G.VIGNESH 1 P.KARTHIKEYAN

2

1Research Guide & Head- PG Department of International Business, NGM College, Pollachi

2Research Student, PG Department of International Business, NGM College, Pollachi

ABSTRACT

Marketing is the process of planning and executing the conception, pricing, promotion and

distribution of ideas, goods and services to create exchanges that satisfy individual and organizational

goals. Customer satisfaction is a must in business. Satisfaction is a persons feelings of pleasure of

disappointment resulting from comparing a products perceived performance in relation to his or her

expectations. Customer Satisfaction research identifies how well an organization is performing from

the customers viewpoint. It allows any organization to understand how their customers are with level

of service they are providing at any point in time, and to track how satisfaction levels change over

time. With the changing scenario, continuously monitoring the market and studying the buying

behavior plays a vital role. So in current situation a comprehensive market survey for finding out the

trends of various brands will pay in the long run to adjust the demand and supply factors and curtail

competition. Total of 150 questionnaires have been randomly distributed to retail customers. . They

have to cultivate, harvest, transport and market. Data were collected from 150 growers. The statistical

tools like Percentage analysis, correlation and chi-square test were used for analyzing the data. The

result of this analysis suggests the degree of customer satisfaction in terms of services provided by

Reliance outlets in Coimbatore.

INTRODUCTION

Retailing is the most prominent element of marketing where the marketer meets the ultimate

consumer who exchanges value for the product and thus sanctions the very existence of business.

Retailer is the last link in the distribution chain and his efforts to create demand and satisfy needs

pave the way for the economic activity. Retailing is a business, easy to enter, with comparatively low

capital and infrastructural requirements.

Running a retail shop will primarily involve serving customers and the management and

ordering of stock, as well as managing any employees. A retail shop can attract new customers in

variety of ways , although the effectiveness of different methods will depend on what your shop sells.

Many shops use local newspaper advertising and shops with smaller items like food or clothing often

post leaflets (sometimes with special offers on) through local doors. If you sell larger items and are

within reaching distance of a larger area then radio advertising can sometimes attract lots of new

custom.

OBJECTIVES OF THE STUDY

To examine the satisfaction level of the customers from the retail stores.

To identify the purchased product in reliance retail outlet.

www.icmrr.org 56 [email protected]

INTERCONTINENTAL JOURNAL OF MARKETING RESEARCH REVIEWISSN:2321-0346 - ONLINE ISSN:2347-1670 - PRINT -IMPACT FACTOR :0.882VOLUME 3, ISSUE 2, FEBRUARY 2015

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RESEARCH METHODOLOGY

Research methodology is a methodology for collecting all sorts of information & data

pertaining to the subject in question. The main purpose of the study is to find the impact of group of

factors on customer satisfaction on Reliance Outlet in Coimbatore city. The sample size is 150

customers. The methodology includes the overall research design, sampling procedure & fieldwork

done & finally the analysis procedure. The methodology used in the study consistent of sample

survey using both primary & secondary data.

TOOLS AND TECHNIQUES

Percentage Analysis

Chi Square Test

REVIEW OF LITERATURE

N. Bhuvana Devi (2013), “A Study On Customer Satisfaction At Reliance Fresh, Chennai”. To

understand the buying behavior of the customers and to find out their level of satisfaction at Reliance

Fresh products. Marketing is the process of planning and executing the conception, pricing, promotion

and distribution of ideas, goods and services to create exchanges that satisfy individual and

organizational goals. Customer satisfaction is a must in business. Satisfaction is a persons feelings of

pleasure of disappointment resulting from comparing a products perceived performance in relation to

his or her expectations. The sample size is restricted to Chennai and the sample size of this survey is

120.The study depends on the availability of the customers. The study depicts customer strength to

wider market network. The data are collected through questionnaire. Non probability convenience

sampling technique is used for data collection among the respondents. The Statistical Tools are

Percentage analysis and Chi- square test. A survey on customer satisfaction was conducted on behalf

of the Reliance fresh product to understand the preference of customers. The quality of the product is

the primary parameter that influenced purchase decisions. Its popularity is very high. Customers are

very much influenced by the satisfaction level.

Dr. Rajkumar and Miss Priyanka (2012), “Service Quality Dimensions and Behavioral

Intentions of Reliance Fresh”. To analyze the customer perception on various service quality

parameters of reliance fresh. In this study I have used descriptive research design because it describes

service quality parameters of reliance fresh. It is very difficult to study the whole universe. The

universe for this study was visitors of reliance fresh. The researcher has applied convenience sampling

technique for selecting sample from the universe. Convenience sampling involves using samples that

are the easiest to Obtain and is continued until the sampling size that is need is reached. The size of

the sample was 100 respondents from different categories. The Statistical method used Chi square test

and Factor Analysis. The study has found that the reliance fresh has appointed knowledgeable staff,

accuracy of billing , promptness of staff in query handling and satisfaction with the retail store.

Another major finding is the customers feeling pleasure while shopping in reliance fresh because

interior décor is very attractive. Employees of reliance fresh are well dressed and receive special

attention. Retail outlet is conveniently situated and maintained clean. The visitors of reliance fresh are

overall satisfied with reliance fresh.

Ram Mohan (2008), “To Identify the Factors Impacting Customer Satisfaction in Food Retail

Supermarkets”. To study the main factors impacting customer satisfaction in food retail

supermarkets. The study is done in food retail supermarket stores in Bangalore city. The period of the

study is for a duration of 3 months. The sample size determines the accuracy of the data collected. For



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the purpose of this study, the population chosen is a mix of people from different demographics and

economic backgrounds. A sample size of 500 was taken, who are customers of food retail

supermarket stores. Convenience sampling technique is followed as the customers are approached at

food retail supermarket stores where they are conveniently available for administering the

questionnaire and collection of data from the retail supermarket consumers. Primary data and

secondary data are used in this research. Primary data is collected through survey method. The Tools

are used Factor Analysis, Anova and Regression Analysis. Food retail supermarket stores can focus

on the factors identified in this study to improve customer satisfaction and refine their approach to

reach out to their consumers and retain them, when they come to shop in their retail store.

Sushi kumar and Niraj Mishra (2013), “Retail Stores‟ Attributes Influence Customer

Satisfaction”. Retail industry in India is witnessing a fast growth in almost all cities in India. Recent

Indian Government decision of allowing the foreign investment in organized retailing in India will

further lead to high growth. Attracting customers and retaining them become keys to success in

increased industry competition. A sample size of 300. Retail store attributes play as important role in

selection of a retail store by customers as well as in customer satisfaction. This study is an effort to

examine the relationship between retail store attributes and customer satisfaction. Respondents were

surveyed about their expectations and experiences with respect to ten dimensions of store attributes

using a structured questionnaire using Mall Intercept Survey technique. Correlation and regression

analysis were used for data analysis. The outcome of the analysis is establishment of relationship

between store attributes and customer satisfaction.

Bhagwan Singh, Dr. Anjaney and K. Pandey (2013), “Study on Trends In Retail Practices And

Their Impact on Traditional Retailing In India”. To compile and classify various research findings

regarding organized retailing and its impact on traditional retailing in India. The study is an analytical

and descriptive one. The data is collected solely from secondary sources i.e. refereed print journals,

online journals, books, reports etc. The Sample size is 200. It can be concluded that the transformation

of traditional retailing to organized retailing in the form of shopping malls, hypercity, supermarkets,

departmental stores, convenience store, specialty stores etc. is taking place at a regular pace in India.

In small cities traditional shops are upgrading their outlets that is beneficial to survive in the market.

However, the shops in neighbor hood and local cart pusher are much preferred by majority of

population for ration and vegetables. Huge Indian rural market is also untapped for organized

retailing.

Ms. Pratima Shukla and Dr. Kishor Barad (2010), “A Study of Customer Loyalty and

Satisfaction towards Sales India”. To know the level of satisfaction among various dimension. In

this survey, descriptive research was used. A survey approach was chosen to gather information from

respondents of Ahmedabad. Mall Intercept method was used in this survey. A structured questionnaire

was developed with closed ended questions. Data and information gathered through questionnaire

were analyzed using SPSS Software and t-test was used to find the significant difference between

perception and expectation of the customers towards Sales India. There is no significant difference

between the mean scores of perception and expectation of the customers towards Sales India. As a

result, the store fulfils the demand of the customers as per their expectation.

Arun kumar.G and Shivashankar .K.C (2012), “Organized Retail Strategy – A Study at

Reliance Mart”. Indian retail has traditionally been an unorganized sector, where retailers lacked the

means as well as the will to develop or expand. Retail could also never enjoy the support of the Indian

consumer, who is famous for being miserly and who treats shopping as a form of leisure, enjoying the

thrill of discovering bargains and discount deals in his own time. The western attitude of splurging,



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indulging and shop-till-you-drop has slowly entered the country and led to organized retailing. The

purpose f the study is to determine the influence of selected strategies on the growth of the business.

The convenience sampling method was used and the data was collected from the reliance mart

managers. The results revealed that all the selected strategies are positively related to growth of the

business.

Dr. Meera Mathur and Sumbul Samma (2013), “A Study on Customer Relationship

Management Practices in Selected Organised Retail Stores in Udaipur City”. To understand and

identify the Customer Relationship Management Practices followed by the retail stores. The research

methodology adopted in CRM in retail is a descriptive research technique taking 30 organized retail

stores as the sample population and sample size. The sampling technique used in the survey is non -

probabilistic judgmental sampling using a structured questionnaire, interviews and observation

methods to collect data from the customers. The management of the retail store should give a personal

touch to the customers. It will encourage the customers to make frequent visit to the retail store. It

also helps in building personal relationship with the customers leading to the higher level of the

customer loyalty.

N.Durga Prasad and M.Srinivasa Rao (2013), “A Study On Organized Retailing And Its

Challenges And Retail Customer Services”. To know the major players of organized retailers and

customer services provided by the retailers. Retailing provides an important link between producer

and consumer in modern economy. Retail in India is most dynamic industry and represents a huge

opportunity for domestic and international retailers. Modern retailing is not a problem to traditional

stores as most of the consumers said that they never stopped visiting kirana stores. They strongly

agreed on coexistence of both is required. Their frequency of going to kirana store is reduced. Modern

retailing has miles to go in India. The growth of modern formats has been much slower in India as

compared to other countries and the development of this sector is depends on the presence of

regulatory and structural constraints..

Ishwar Kumar, Ruchi Garg, and Zillur Rahman (2013), “Influence of Retail Atmospherics on

Customer Value in an Emerging Market Condition”. This study examines the cognitive influences

of atmospherics on customer value, store image, and patronage intentions in an emerging market

condition. Retail store visuals have the capacity to transcend the boundary between external worlds

and what is happening inside us. The customers in an emerging market such as India reported

discrepancies between value experienced and expected value (hedonic and utilitarian) due to

ambiguity in the role of factors in creating appropriate state of arousal (emotional appeal). The study

is successful in correlating customer value with retail environment.

C.N. Krishna Naik and Swapna Bhargavi Gantasala (2010), “Service Quality (Servqual) and its

Effect on Customer Satisfaction in Retailing”. Research has always been concentrated in measuring

Customer Satisfaction or servqual for customer services. What most researchers agree and have a

consensus on is that servqual being a crucial element in Customer Satisfaction even when the offering

involved a combination of a product and service. The current study aims at measuring the influences

of servqual in Retailing with Customer Satisfaction taken as the effective outcome measure. Every

marketing effort is directed to be customer focused and hence it is imperative that retailing strategy or

servqual initiatives result in higher customer satisfaction. Customers reported highest satisfaction for

promptness and speed of service along with accuracy of transactions at cash counters. They were also

satisfied with the processing of transactions and efforts to expedite processing whenever the traffic at

the counters increased. The lowest satisfaction levels were reported at the willingness of staff to assist

customers in accessing facilities, assortments, information on products, stock positions etc.



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ANALYSIS AND INTERPRETATION

PERCENTAGE ANALYSIS

PURCHASE IN RELIANCE TRENDS

The table classifies the Products purchased in Reliance trends namely Sunglass, Blazers, Shirt

&pants, Casual shirt, Jeans, T-shirt and Others.

TABLE NO - 1

PURCHASE IN RELIANCE TRENDS

Purchase in Reliance

Trends Number of Respondents Percentage

Sunglass 5 17

Blazers 1 3

Shirt &pants 8 26

Casual shirt 2 7

Jeans 5 17

T-shirt 7 23

Others 2 7

Total 30 100

CHART NO - 1

OPINION ON PURCHASE PARAMETER OF RELIANCE TRENDS

The table classifies the respondents opinion on purchase of Products from Reliance trends.

The Classifications are Excellent, Good, Fair and Poor.



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TABLE NO - 2

OPINION ON PURCHASE PARAMETER OF RELIANCE TRENDS

Opinion Excellent % Good % Fair % Poor %

Quality 7 24 5 18 1 3 0 0

Brand image 5 17 4 13 3 11 0 0

Price 4 13 4 13 4 13 2 7

Marketing 3 10 4 13 4 13 2 7

Size 3 10 4 13 4 13 4 13

Discount &offer 3 10 3 10 5 17 8 27

Service 3 10 3 10 4 13 4 13

Gifts/vouchers 2 6 3 10 5 17 10 33

Total 30 100 30 100 30 100 30 100

CHART NO - 2

PURCHASE IN RELIANCE FRESH

The table classifies the purchased Products namely in Reliance fresh Vegetables, Fruits,

Groceries, Dairy product, Breads, Juice and Other Products.



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TABLE NO - 3

PURCHASES IN RELIANCE FRESH

Purchase In Reliance

Fresh Number of Respondents Percentage

Vegetables 9 31

Fruits 7 23

Groceries 4 13

Dairy product 4 13

Breads 2 7

Juice 4 13

Other 0 0

Total 30 100

CHART NO - 3



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OPINION ON PURCHASE PARAMETER OF RELIANCE FRESH

The table classifies the respondents opinion on purchase of Products from Reliance fresh. The

Classifications are Excellent, Good, Fair and Poor.

TABLE NO - 4

OPINION ON PURCHASE PARAMETER OF RELIANCE FRESH


Quality 6 20 4 13 1 3 1 3

Brand image 5 17 4 13 2 7 1 3

Price 3 10 4 13 4 13 3 10

Marketing 4 13 4 13 4 13 2 7

Size 3 11 4 13 4 13 5 17

Discounts & offer 2 6 4 13 5 17 5 17

Service 5 17 3 11 5 17 4 13

Gifts/vouchers 2 6 3 11 5 17 9 30

Total 30 100 30 100 30 100 30 100

CHART NO - 4



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PURCHASE IN RELIANCE DIGITAL

The table classifies the purchased Products namely in Reliance digital Smartphone, Laptop,

Television, Refrigerator, Washing machine and camera.

TABLE NO - 5

PURCHASES IN RELIANCE DIGITAL

Purchases In Reliance

Digital

Number of Respondents Percentage

Smart phone 11 37

Laptop 3 10

Television 7 23

Refrigerator 2 7

Washing machine 3 10

Camera 4 13

Total 30 100

CHART NO - 5



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OPINION ON PURCHASE PARAMETER OF RELIANCE DIGITAL

The table classifies the respondents opinion on purchase of Products from Reliance Digital.

The Classifications are Excellent, Good, Fair and Poor.

TABLE NO - 6

OPINION ON PURCHASE PARAMETER OF RELIANCE DIGITAL


Quality 6 20 4 13 2 7 1 3

Brand image 5 17 4 13 3 10 1 3

Price 3 10 3 11 6 20 2 7

Marketing 3 10 4 13 3 10 5 17

Size 3 10 4 13 4 13 4 13

Discount & offer 4 13 3 11 5 17 3 11

Service 4 13 4 13 3 10 4 13

Gifts/vouchers 2 7 4 13 4 13 10 33

Total 30 100 30 100 30 100 30 100

CHART NO - 6

PURCHASE IN RELIANCE FOOT PRINT

The table classifies the purchased Products namely in Reliance Foot Print Casuals, home

wear, formal, running, sandals and comfort shoes.



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TABLE NO - 7

PURCHASES IN RELIANCE FOOT PRINT

Purchase In Reliance Foot

Print Number of Respondents Percentage

Casual 6 20

Home wear 4 13

Formal 8 27

Running 3 10

Sandals 5 17

Comfort 4 13

Total 30 100

CHART NO - 7



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OPINION ON PURCHASE PARAMETER OF RELIANCE FOOT PRINT

The table classifies the respondents opinion on purchase of Products from Reliance Foot

Print. The Classifications are Excellent, Good, Fair and Poor.

TABLE NO - 8

OPINION ON PURCHASE PARAMETER OF RELIANCE FOOT PRINT

Particular Excellent % Good % Fair % Poor %

Quality 5 17 4 13 2 7 3 10

Brand image 5 17 4 13 3 10 3 10

Price 4 13 4 13 4 13 3 10

Marketing 4 13 3 10 4 13 4 13

Size 2 7 5 18 4 13 3 10

Discount & offer 4 13 3 10 5 18 3 10

Service 4 13 3 10 4 13 5 17

Gifts/vouchers 2 7 4 13 4 13 6 20

Total 30 100 30 100 30 100 30 100

CHART NO - 8



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PURCHASE IN RELIANCE MART

The table classifies the purchased Products namely in Reliance Mart Laptop, Air conditioner,

Mobile accessories, Home & kitchen and camera.

TABLE NO - 9

PURCHASES IN RELIANCE MART

Purchases In Reliance

Mart

Number of Respondents Percentage

Laptop 4 13

Air conditioner 6 20

Mobile accessories 12 40

Home & kitchen 6 20

Camera 2 7

Total 30 100

CHART NO - 9



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OPINION ON PARAMETER PURCHASE OF RELIANCE MART

The table classifies the respondents opinion on purchase of Products from Reliance Mart. The

Classifications are Excellent, Good, Fair and Poor.

TABLE NO - 10

OPINION ON PURCHASE PARAMETER OF RELIANCE MART


Quality 7 22 4 13 2 7 0 0

Brand image 5 16 4 13 2 7 1 5

Price 4 13 4 13 5 17 1 5

Marketing 4 13 4 13 4 14 3 10

Size 2 6 4 13 4 14 6 20

Discount & offer 3 10 4 13 4 14 4 14

Service 4 13 3 11 3 10 5 18

Gifts/vouchers 2 6 3 11 5 17 8 28

Total 30 100 30 100 30 100 30 100

CHART NO - 10

CHI – SQUARE ANALYSIS

The following hypothesis is formulated to test the significance of relation between Reliance Trend

and Purchase Opinion.



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H0 = There exist no significant association between Reliance Trend and Purchase Opinion.

TABLE NO - 11

RELIANCE TRENDS AND PURCHASE OPINION

Reliance trends Purchase Opinion

Total Excellent Good Fair Poor

Sunglass 2 2 1 0 5

Blazers 0 1 0 0 1

Formal Shirts & Pants 2 3 2 1 8

Casual Shirts 1 1 0 0 2

Jeans 1 2 1 1 5

T-shirts 3 2 1 1 7

Others 1 1 0 0 2

Total 10 12 5 3 30

Calculated x2 Value 5.534 Degree of Freedom 18 Table value Five per cent level 28.869

One per cent level 34.805

From the above analysis, it is clear that the calculated value is less than the table value null

hypothesis is accepted. Therefore concludes that there is no significant association between Reliance

Trend and Purchase Opinion.

. The following hypothesis is formulated to test the significance of relation between Reliance Fresh and

Purchase Opinion.

H0 = There exist no significant association between Reliance Fresh and Purchase Opinion.

TABLE NO - 12

RELIANCE FRESH AND PURCHASE OPINION

Reliance fresh Purchase Opinion


Fresh vegetables 3 3 2 1 9

Fresh fruits 4 2 1 0 7

Groceries 1 2 1 0 4

Dairy Products 2 1 1 0 4

Breads 0 1 1 0 2

Fruit juice 1 1 2 0 4

Total 11 10 8 1 30





Fresh and Purchase Opinion..



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The following hypothesis is formulated to test the significance of relation between Reliance

Digital and Purchase Opinion.

H0 = There exist no significant association between Reliance Digital and Purchase Opinion.

TABLE NO - 13

RELIANCE DIGITAL AND PURCHASE OPINION

Reliance digital Purchase Opinion


Smart phone 4 3 3 1 11

Laptops 2 1 0 0 3

Televisions 3 2 1 1 7

Refrigerator 1 1 0 0 2

Washing machine 1 1 1 0 3

Camera 2 1 1 0 4

Total 13 9 6 2 30





Digital and Purchase Opinion.

. The following hypothesis is formulated to test the significance of relation between Reliance

Foot Print and Purchase Opinion.

H0 = There exist no significant association between Reliance Foot Print and Purchase Opinion.

TABLE NO - 14

RELIANCE FOOT PRINT AND PURCHASE OPINION

Reliance foot print Purchase Opinion


Casuals 3 1 1 1 6

Home wear 2 1 1 0 4

Formal 3 3 1 1 8

Running 1 1 1 0 3

Sandals 2 1 1 1 5

Comfort 1 2 1 0 4

Total 12 9 6 3 30





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Foot Print and Purchase Opinion.

The following hypothesis is formulated to test the significance of relation between Reliance

Mart and Purchase Opinion.

H0 = There exist no significant association between Reliance Mart and Purchase Opinion.

TABLE NO – 15

RELIANCE MART AND PURCHASE OPINION

Reliance mart Purchase Opinion


Laptop 2 1 1 0 4

Air conditioner 2 2 1 1 6

Mobile Accessories 4 4 3 1 12

Home & Kitchen

Appliances 2 2 1 1 6

Camera 1 1 0 0 2

Total 11 10 6 3 30





Mart and Purchase Opinion.

FINDINGS

Percentage Analysis

Majority 63 (42%) respondents have no formal pattern of shopping at reliance outlet.

Majority 79 (52.8%) respondents are shopping at all the Reliance outlets.

Maximum 59 (39.4%) respondents have aware by themselves on reliance outlet.

Chi – Square Test

Therefore concludes that there is no significant association between Reliance Trend and

Purchase Opinion. Hence, Null hypothesis is accepted.

Therefore concludes that there is no significant association between Reliance Fresh and


Therefore concludes that there is no significant association between Reliance Digital and


Therefore concludes that there is no significant association between Reliance Foot Print and




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Therefore concludes that there is no significant association between Reliance Mart and


SUGGESTION

Promotion scheme should in such way that customer can understand easily. Service of store

should be providing in such way which full the need of the customer. The price of the product

can be still lowered. The overall value of the products should be improved. It is suggested to

the management to appoint more number of skilled sales persons in order to attract customers.

It is recommended to the management to make the billing procedure more convenient.

Proper parking facilities should be there, and parking should be made free for the regular

customers/ heavy purchasers. Such people may be issued a parking card, with free earmarked

parking. Retail outlets can further appeal to the female customers by offering more products,

especially for women. They can provide a shopping experience that women are particularly

attracted to. In this way, retail chains can expand their customer base as the retail outlets have

a large base of potential customers.

CONCLUSION

The study lists the various factors in terms of their importance for the customer‘s satisfaction

while buying a particular brand of the products from a retailer and also highlights the reasons which

cause fluctuations in the demand. India‘s consumers are more responsive to brands that offer strong

user images benefits. Consumers are also more price conscious price makes a tremendous impact in

any market. Consumers are also attracted by celebrity advertisements. Here advertisement creates a

major role in influencing a consumer to choose a brand.

Retailing today is not only about selling at the shop but also about surveying the market

offering choices and experience to customer at competitive prices and retaining them as well. The

customers are very much willful to purchase the goods from Reliance Outlet but they expect some

new things from them. They could develop the marketing by offering the customer‘s expectations as

customers are real assets of the business.

REFERENCE

N. Bhuvana Devi (2013), ―A Study On Customer Satisfaction At Reliance Fresh, Chennai‖.

Dr. Rajkumar and Miss Priyanka (2012), ―Service Quality Dimensions and Behavioral

Intentions of Reliance Fresh‖.

Ram Mohan (2008), ―To Identify the Factors Impacting Customer Satisfaction in Food Retail

Supermarkets‖.

Sushi kumar and Niraj Mishra (2013), ―Retail Stores‘ Attributes Influence Customer

Satisfaction‖.

Bhagwan Singh, Dr. Anjaney and K. Pandey (2013), ―Study on Trends In Retail Practices

And Their Impact on Traditional Retailing In India‖.

Ms. Pratima Shukla and Dr. Kishor Barad (2010), ―A Study of Customer Loyalty and

Satisfaction towards Sales India‖.

Arun kumar.G and Shivashankar .K.C (2012), ―Organized Retail Strategy – A Study at

Reliance Mart‖.



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Documents

G.VIGNESH 1 2P.KARTHIKEYAN - Icmrr journalicmrr.org/feb_2015/IJMRR/15202008.pdf · G.VIGNESH 1 2P.KARTHIKEYAN ... To analyze the customer perception on various service ... promptness