ANNEXURE

A study of Organized Retail Business in Selected Cities in

Western Maharashtra

Questionnaire for Customers

This Questionnaire is a part of Ph.D. work and information collected will be used for
academic purpose only. Kindly co-operate by ticking your answers.

Section A

Personal Details

1. Name - __________________________________________________
Address - ________________________________________________
_________________________________________________________
Contact No. - ________________________________
2. Gender-

a) Male

b) Female

3. Education -

a) Undergraduate

b) Graduate

c) Post Graduate

d) Doctorate

a) Up to 20 yrs.

b) 21 to 30 yrs.

c) 31 to 40 yrs.

d) 41 yrs. and above

4. Age -

5. Occupation - a) Service

b) Business

c) Housewife

d) Any other

6. Marital Status -

Married

Unmarried

7. Type of Family -

Joint

Nuclear

8. Number of members in family - _________________________

9. Monthly Income in Rs.- a) Upto 10000
c) 20001 to 30000

b) 10001 to 20000
d) Above 30000

Section - B
Q.1

Q.2

Q.3

Retail Outlet

Which modern retail shops you visit regularly? ( Name )

1. __________________________

2. ________________________

3. __________________________

4. ________________________

How frequently do you shop in these stores?

a) Weekly

b) 2 to 3 times a month

c) Once in a month

d) Rarely

Which type of products generally you purchase from these shops?

(Tick relevant boxes)
a) Food and grocery

b) Personal Care

c) Home care

d) Home Dcor

e) Clothing

f) Jewelry

g) Music and Books

h) Electronic Appliances

i) Toys

j) Cooking and Dining

k) Health and beauty

l) Any other (Specify) _________________________

Q.4

Prior to these big retail shops, from where you were purchasing above items?
a) Nearby Shop as per convenience

b) From Particular shop only

c) From Anywhere
Q.5

Do you still purchase from these shops?

a) Yes

Q.6

d) No

What do you purchase from traditional kirana store?

______________________________________________________________
______________________________________________________________

Q.7

Why do you purchase from the kirana shop?

______________________________________________________________
______________________________________________________________

Q.8

How much worth do you purchase from kirana shop in a month?

a) Up to Rs. 500

Q.9

b) Rs. 500 to 1000

c) Above Rs. 1000

What was the reason to shift from traditional retailer to modern retailer?
a) One stop shop

b) Savings on Purchases

c) More options

d) Fun while shopping

e) Status

f) Quality Products

g) Any other (Specify)_________________________

Q.10

Do you come here for

a) Regular Shopping

b) Special shopping

c) Infrequent Shopping

Q. 11 Rank the following benefits while shopping here. (Out of 6)

Q.12

Q.13

Q.14

a) Saves time

b) Saves money

c) Different Experience

d) Variety of Products

e) Window shopping

f) Enhances Status

How much do you spend at modern retail stores every month?

a) Up to Rs.1000

b) Rs.1000 to 2000

c) Rs.2000 to 3000

d) Above Rs.3000

Which of the following factor you like most about this store?
a) Convenient Location

b) Modern Physical Facilities

c) Trained Staff

d) Attractive Display

e) We get what we require

f) Any other(Specify)________

Rank following points while considering reliability of this store? (Out of 5)

a) Consistency in availability of products

b) Efficient Checkout

c) Quality of Private label products

d) Accurate Bills

e) Discounts and offers

Q.15

Q 16

Q.17

How do you come for shopping?

a) By Walk

b) By Bus

d) By Two wheeler

e) By Car

c) By Autorikshaw

How much time it takes to travel from your place to this retail store?
a) Less than 10 min.

b)10 to 20 min.

c) 20 to 30 min.

d) More than 30 min.

In case you are coming with own vehicle, what is your opinion about
availability and comfort while parking?

Q.18

Q.19

a) Fully Satisfied

b) Satisfied

c) Cant Say

d) Dissatisfied

e) Fully Dissatisfied

Outer look of the building attracts shoppers.

a) Strongly Agree

b) Agree

c) Undecided

d) Disagree

e) Strongly Disagree

Whether check in and check out systems are effective?

a) Definitely Yes

b) Yes

c) Cant Say

d) No

e) Definitely No
Q.20

Are there sufficient number of billing counters?

a) Definitely Yes
e) Definitely No

b) Yes

c) Cant Say

d) No

Section C

Consumer Behaviour

Q. 21 Is price clearly displayed and labeled?

a) Definitely Yes

b) Yes

c) Cant Say

d) No

e) Definitely No
Q. 22 Are you satisfied with the price charged by these retailers?
a) Definitely Yes

b) Yes

c) Cant Say

d) No

e) Definitely No
Q. 23 What is your opinion about price level of products in modern retail shops as
compared to outside?
a) Higher

b) Satisfactory

c) Less

Q. 24 Did you experience anytime that you paid more for particular product than
anywhere else?
a) Very Frequently

b) Frequently

c) Sometimes

d) No

e) Never

f) Cant Say

Q. 25 If your previous answer is a b or c, then how many times you paid more and for
which product?
________________________________________________________________
Q. 26 Do you feel that you are aware about various offers by this retailer?
a) Definitely Yes

b) Yes

c) Cant Say

d) No

e) Definitely No
Q. 27 Are you satisfied with the various schemes and offers from this retailer for
attracting and retaining customers?
a) Definitely Yes

b) Yes

c) Cant Say

d) No

e) Definitely No
Q. 28 Do you prefer private brands introduced by this retailer?
a) Definitely Yes

b) Yes

c) Cant Say

d) No

e) Definitely No
Q. 29 If yes, then what is your experience about quality of these products?
a) Very Good

b) Good

c) Ok

d) Poor

e) bad
Q. 30 Did you experience consistently inferior quality of particular category product?
a) Definitely Yes
e) Definitely No

b) Yes

c) Cant Say

d) No

Q. 31 Anytime did you see outdated/expired product on shelves or unknowingly you

purchased such products?
a) Definitely Yes

b) Yes

c) Cant Say

d) No

e) Definitely No
Q. 32 Unlimited assortment creates confusion while choosing the product give
your opinion.
a) Strongly Agree

b) Agree

c) Undecided

d) Disagree

e) Strongly Disagree

Q. 33 What do you do if required brand is not available?

I postpone purchase
I select any other substitute brand
I go to another retailer for same brand
It depends on the type of product and situation.
Q. 34 When I visit here, my visits are
( I generally come).. Alone

With Family members

With Friends

Planned
Unplanned
For time pass
For some urgent purchases
Q.35

I think being seen shopping at modern retail outlets gives better social image
a) Strongly Agree

b) Agree

c) Undecided

d) Disagree

e) Strongly Disagree

Section D

Purchasing Process

Q. 36 Choose appropriate
I always stick to one brand
I pick the product which is available with discount or offer
I like to try out new products always
Q. 37 What is your average amount of purchase?
a) Rs.5000 and more

b) Rs. 3000 to 5000

c) Rs. 1000 to 3000

d) Less than Rs. 1000

Q. 38 Are you satisfied about the lighting arrangement inside?

a) Definitely Yes
e) Definitely No

b) Yes

c) Cant Say

d) No

Q. 39 Do you think that signage provided here are sufficient and informative?
a) Definitely Yes

b) Yes

c) Cant Say

d) No

e) Definitely No
Q. 40 Product displays remind you of purchasing it.
a) Strongly Agree

b) Agree

c) Undecided

d) Disagree

e) Strongly Disagree

Q. 41 Select appropriate
a) I purchase only the things in list
b) In addition to things listed, I purchase many things after coming here.
c) I decide products to purchase after coming here, with the help of displays
d) I like to save time while purchasing.
e) I like to enjoy shopping while going through all shelves with ample time.
Q.42

Do you always get fresh fruits and vegetables in reasonable price?

a) Definitely Yes

b) Yes

c) Cant Say

d) No

e) Definitely No

f) Not Applicable

Q. 43 Does the cold storage preserves food items in proper condition?

a) Definitely Yes

b) Yes

c) Cant Say

d) No

e) Definitely No
Q. 44 Does the cold drinks cabinet really keep cold drinks sufficiently cold?
a) Definitely Yes

b) Yes

c) Cant Say

d) No

e) Definitely No
Q. 45 When you want to purchase in small quantity do you get here the sizes of packs/
volume according to your requirement?
a) Definitely Yes

b) Yes

c) Cant Say

d) No

e) Definitely No
Q. 46 When you want to purchase in large quantity do you get here the sizes of packs/
volume according to your requirement?
a) Definitely Yes
e) Definitely No

b) Yes

c) Cant Say

d) No

Section - E

Service Orientation

Q. 47 Do the sales attendants help you in searching for product if needed?

a) Very Frequently

b) Frequently

c) Sometimes

d) No

e) Never

f) Not Required

Q. 48 Whether arrangement of shelves and racks is comfortable?

a) Definitely Yes

b) Yes

c) Cant Say

d) No

e) Definitely No
Q. 49 Whether area and space provided for each category of products is sufficient ?
a) Definitely Yes

b) Yes

c) Cant Say

d) No

e) Definitely No
Q. 50 Give your opinion about space for movement provided between shelves?
a) Completely Satisfied

b) Satisfied

c) Cant Say

d) Dissatisfied

e) Completely Dissatisfied

Q. 51 How many times you feel of purchasing unnecessary items?

a) Very Frequently

b) Frequently

d) No

e) Never

c) Sometimes

Q. 52 Are there any complaints regarding this retailer?

a) Poor Customer Service

b) Fraud

c) Billing Errors

d) Poor Product Quality

e) Non availability of Products

Q. 53 Did you file a complaint about something?

a) Definitely Yes

b) Yes

c) Cant Say

d) No

e) Definitely No
Q . 54 If yes, what was that?
________________________________________________________________
Q. 55 Whether this store provides hassle free complaint handling at store?
a) Definitely Yes

b) Yes

c) Cant Say

d) No

e) Definitely No
Q. 56 Customer help desk provided here handles customer problems efficiently.
a) Strongly Agree

b) Agree

c) Undecided

d) Disagree

e) Strongly Disagree
Q. 57 Are you satisfied with the billing procedure followed here?
a) Completely Satisfied

b) Satisfied

d) Dissatisfied

e) Completely Dissatisfied

c) Cant Say

Q. 58 Do you find timing of this store convenient for you?

a) Definitely Yes

b) Yes

c) Cant Say

d) No

e) Definitely No
Q. 59 How you feel about the atmosphere in store?
a) Completely Satisfied

b) Satisfied

c) Cant Say

d) Dissatisfied

e) Completely Dissatisfied

Q. 60 Is there a facility of changing room provided in apparel section?

a) Definitely Yes

b) Yes

c) Cant Say

d) No

e) Definitely No
Q. 61 Are you satisfied with the size and location of entrance for this retail store?
a) Completely Satisfied

b) Satisfied

c) Cant Say

d) Dissatisfied

e) Completely Dissatisfied

Q. 62 Do you feel secure here about your vehicles in parking and baggage that you
deposit?
a) Definitely Yes

b) Yes

c) Cant Say

d) No

e) Definitely No
Q. 63 Congested areas can harass, frustrate and injure customers while moving give
your opinion.
a) Strongly Agree

b) Agree

c) Undecided

d) Disagree

e) Strongly Disagree
Q. 64 Whether organizational, location, category and promotional signage provide
you required information.
a) Definitely Yes

b) Yes

c) Cant Say

d) No

e) Definitely No
Q. 65 Whether electronic, electrical products are being tested here before selling?
a) Definitely Yes

b) Yes

c) Cant Say

d) No

e) Definitely No
Q. 66 This is an attractive store by considering store dcor?
a) Strongly Agree

b) Agree

c) Undecided

d) Disagree

e) Strongly Disagree
Q. 67 Are the staff and managers appropriately and smartly dressed?
a) Definitely Yes
e) Definitely No

b) Yes

c) Cant Say

d) No

Q. 68 Does the sales attendant seem interested in finding what you want?
a) Definitely Yes

b) Yes

c) Cant Say

d) No

e) Definitely No

Q. 69 Does the sales attendant really help you to choose the right product?
a) Definitely Yes

b) Yes

c) Cant Say

d) No

e) Definitely No
Q.70

Do you like to try out new retail shops for change?

a) Definitely Yes

b) Yes

c) Cant Say

d) No

e) Definitely No
Q.71

If big retailers like Wal-Mart, Reliance etc. enter here, will you be happy?
a) Definitely Yes

b) Yes

c) Cant Say

d) No

e) Definitely No
Q.72

Do you consider your visit to modern retail formats as shopping cum

entertainment?
a) Definitely Yes

b) Yes

c) Cant Say

d) No

e) Definitely No

Signature of the Respondent

---Thank You

A study of Organized Retail Business in Selected Cities in

Western Maharashtra
Questionnaire for Retailers
This Questionnaire is a part of Ph.D. work and information collected will be used for
academic purpose only. Kindly co-operate by ticking your answers.

Section A General Information

Name of Store ______________________________________________________
Name of Owner ______________________________________________________
Address ______________________________________________________

______________________________________________________
Contact No. ______________________________________________________
Year of Establishment - _____________________
Type of Ownership a) Sole Proprietorship
c) Family Owned
Type of Store -

b) Partnership
d) Any other (specify)________

1. Grocery shop

2. Stationary shop

3. Cloth shop

4. Electronics Shop

5. Gift articles Shop

6. Book & Music shop

7. Jewelry Shop

8. General stores

9. Other
Average Number of customers visiting daily
a) Less than 50

b) 50 100

c) 100 150

d) More than150

Section B
Q.1

Traditional Retailing

Monthly Sale in Rs.- a) Upto 100000

b) 100001 to 200000

c) 200001 to 300000
Q.2

Q. 3

Which modern retail shops are you aware of ?

1.

2.

3.

4.

Is there any adverse impact on your business because of these modern retailers?
a) Yes

Q. 4

Q. 5

d) Above 300000

b) No

If yes, how much negative impact your business is facing in terms of sales?
a) Upto 5 %

b) 5 to 10 %

c) 10 to 15 %

d) More than 15%

Is there any impact on volume of your business?

a) Definitely Yes

b) Yes

c) Cant Say

d) No

e) Definitely No
Q. 6

Q. 7

Entry of big retailers has made negative impact on profit

a) Strongly Agree

b) Agree

d) Disagree

e) Strongly Disagree

c) Undecided

According to you, what are the different reasons behind this problem?
________________________________________________________________
________________________________________________________________

Q. 8

What are the strengths of your shop as compared to modern retailers?

1. ____________________________________________
2. ____________________________________________
3. ____________________________________________
4. ____________________________________________

Q. 9

What are the weaknesses of your shop as compared to modern retail shop?
1. ____________________________________________
2. ____________________________________________
3. ____________________________________________
4. ____________________________________________

Q. 10 What different changes you made in outlook of the shop to match the
competition from organized sector?
________________________________________________________________
________________________________________________________________
Q. 11 Did you make any changes in storage of products to suit the competition?
________________________________________________________________
________________________________________________________________
Q.12

Q.13

How many of your customers you know personally?

a) Upto 25 %

b) 26 to 50 %

c) 51 to 75 %

d) Above 75 %

How much credit period is allowed by you for your customers?

a) Upto 15 days

b) 16 to 30 days

c) 31 45 days

d) More than 45 days

Q. 14 Did you see any impact on employment in unorganized retailing?

a) Definitely Yes

b) Yes

c) Cant Say

d) No

e) Definitely No

Section C Organized Retailing

Q. 15 What are the strengths of modern retailing?
1. ____________________________________________
2. ____________________________________________
3. ____________________________________________
4. ____________________________________________
Q. 16 What are the weaknesses of modern retail shop?
1. ____________________________________________
2. ____________________________________________
3. ____________________________________________
4. ____________________________________________
Q.17

Customers get attracted because of infrastructure, technology and variety.

a) Strongly Agree

b) Agree

d) Disagree

e) Strongly Disagree

c) Undecided

Q. 18 Rank the following benefits for which customers prefer to come to you.
a) Credit Allowance
d) Availability of loose items

b) Home Delivery
e) Reliability

c) Convenient Timing

Q.19 Are you happy with entry of these modern retailers in your city?
a) Definitely Yes

b) Yes

c) Cant Say

d) No

e) Definitely No
Q. 20 What are your future plans to compete with big retailers?
________________________________________________________________
________________________________________________________________

---------Thank You