LOYALTY PROGRAMS INITIATED BY PANTALOONS TO

GROW CUSTOMER BASE

Submitted in partial fulfillment of the requirements for the

award of Master of Business Administration

by

SUSANT KUMAR PANDA

REGISTER NO: 42410270

SCHOOL OF MANAGEMENT STUDIES

SATHYABAMA
INSTITUTE OF SCIENCE AND TECHNOLOGY
(DEEMED TO BE UNIVERSITY)
CATEGORY-1 UNIVERSITY BY UGC
Accredited with Grade “A++” by NAAC I 12B Status by UGC I Approved by AICTE
JEPPIAAR NAGAR, RAJIV GANDHI SALAI, CHENNAI – 600 119

APRIL 2024
 BONAFIDE CERTIFICATE

This is to certify that this Project Report is the bonafide work of SUSANT
KUMAR PANDA (42410270), who carried out the Project entitled ‘LOYALTY
PROGRAMS INITIATED BY PANTALOONS TO GROW CUSTOMER
BASE’ under my
supervision from January to March.

Dr. SANTHANALAXMI Dr. Palani A

Internal Guide HOD

Dr. BHUVANESWARI G.

Dean

Submitted for Viva voce Examination held on .

Internal Examiner External Examiner
 DECLARATION

I SUSANT KUMAR PANDA (42410270) hereby declare that the Project Report
entitled
“LOYALTY PROGRAMS INITITATED BY PANTALOONS TO GROW CUSTOMER
BASE” done by me under the guidance of Dr. SANTHANALAXMI at PANTALOONS
INDIA, ORISSA is submitted in partial fulfillment of the requirements for the
award of Master of Business Administration.

DATE:

PLACE: CHENNAI SUSANT KUMAR PANDA

 ACKNOWLEDGEMENT

I am pleased to acknowledge my sincere thanks to Board of

Management of SATHYABAMA for their kind encouragement in doing this
project and for completing it successfully. I am grateful to them.

I convey my thanks to Dr. BHUVANESWARI G., Dean, School of Management

studies and Dr. PALANI A., Head of the department, for providing me necessary
support during the progressive reviews.

I would like to express my sincere and deep sense of gratitude to my Project

Guide
Dr. SANTHANALAXMI for her valuable guidance, suggestions and constant
encouragement paved way for the successful completion of my project work.

I wish to express my thanks to all Teaching and Non-teaching staff members of

the School of Management studies who were helpful in many ways for the
completion of the project.

SUSANT KUMAR PANDA

 TABLE OF CONTENTS

CHAPTER NO TITLE PAGE NO

ABSTRACT i
LIST OF TABLES ii
LIST OF CHARTS iii
1 INTRODUCTION 1
1.1 Introduction 1
1.2 Industry Profile 2
1.3 Company Profile 4
1.4 Need for the Study 13
1.5 Scope and Significance of Study 13
1.6 Objectives of the Study 14
1.7 Purpose of the training 15
2 LITERATURE SURVEY 16
3 RESEARCH METHODOLOGY 23
3.1 Research Design 23
3.2 Sample Design 21-22
3.3 Sources of Data 23
3.4 Structure of Questionnaire 23
3.5 Sample Size 22
3.6 Period of Study 23
3.7 Analytical Tools 23
4 DATA ANALYSIS AND INTERPRETATION 24
4.1 Percentage Analysis 24-43
4.2 Correlation Analysis 24-43
4.3 Anova 24-43
5 Findings 44
6 Suggestions and conclusion 49-54
REFERENCE 55-57
ANNEXURE- I (QUESTIONAIRE) 58-61
 ABSTRACT

In an increasingly competitive retail landscape, the implementation of effective

loyalty programs has become imperative for businesses to foster customer
retention and sustain growth. This project explores the loyalty programs initiated
by Pantaloons, a leading retail chain, with the aim of expanding its customer base
and enhancing brand loyalty. Through a comprehensive analysis, the study
investigates the design, implementation, and impact of Pantaloons' loyalty
initiatives on customer engagement, satisfaction, and repeat purchase behavior.
The research methodology encompasses both quantitative and qualitative
approaches, including surveys, data analysis, and customer feedback collection.
By examining the theoretical underpinnings of loyalty programs and leveraging
empirical data, the study seeks to identify key drivers of customer loyalty and
assess the effectiveness of Pantaloons' strategies in meeting consumer
expectations and business objectives.
Furthermore, the project offers practical insights and recommendations for
optimizing Pantaloons' loyalty programs based on the findings. By understanding
the preferences and behaviors of its target audience, Pantaloons can tailor its
loyalty initiatives to better address customer needs and preferences, thereby
fostering long-term relationships and sustainable growth in an evolving retail
landscape.
 LIST OF TABLES

TABL PAGE
E PARTICULARS NO
NO
4.1.1 24
Data analysis of age
4.1.2 25
Data analysis of age groups
4.1.3 26
Data analysis of marital status
4.1.4 27
Data analysis of qualification
4.1.5 28
Data analysis of income group
4.1.6 30
Data analysis of company benefits programs
4.1.7 31
Data analysis of compensation
4.1.8 32-33
Data analysis of company benefits programs
4.1.9 34
Data analysis of employee benefits
4.1.10 35
Data analysis of health insurance
4.1.11 36
Data analysis of using the health insurance
4.1.12 37
Data analysis in health insurance from the company
4.1.13 38
Data analysis of fixed timing to work
4.1.14 39
Data analysis of expectation from the company
4.1.15 40
Data analysis of benefits explained
 LIST OF CHARTS

TABL PAGE
E PARTICULARS NO
NO
4.1.1 24
Data analysis of age
4.1.2 25
Data analysis of age groups
4.1.3 26
Data analysis of marital status
4.1.4 27
Data analysis of qualification
4.1.5 28
Data analysis of income group
4.1.6 30
Data analysis of company benefits programs
4.1.7 31
Data analysis of compensation
4.1.8 32-33
Data analysis of company benefits programs
4.1.9 34
Data analysis of employee benefits
4.1.10 35
Data analysis of health insurance
4.1.11 36
Data analysis of using the health insurance
4.1.12 37
Data analysis in health insurance from the company
4.1.13 38
Data analysis of fixed timing to work
4.1.14 39
Data analysis of expectation from the company
4.1.15 40
Data analysis of benefits explained