A STUDY ON

CONSUMER BEHAVIOUR Towards BIG BAZAAR

(MAHESWARI MALL)
KACHIGUDA, HYDERABAD.

A PROJECT REPORT
Submitted in partial fulfillment of the requirement for the Award of the Degree of

MASTER OF BUSINESS ADMINISTRATION

Project Submitted To

JAVAHARLAL NEHRU TECHNOLOGICAL UNIVERSITY ANANTAPUR Submitted by

K. SIDDAIAH

Reg. No: 09F11E0036

Under the guidance of Mr. M. MURALI KRISHNA REDDY, MBA. Associate professor

DEPARTMENT OF MANAGEMENT STUDIES

NARAYANA ENGINEERING COLLEGE, GUDUR.

AFFLIATED TO JNTU, ANANTAPUR 2009 2011

Project Completion Certificate

This is to certify that Mr.k.siddaiah (HT.No:09F11E0036) who has been assigned a project on consumer Behaviour towards Bb-Maheswari Mall from Narayana Engineering College, Gudur, has successfully completed the above said project on

14.06.2011.
During the course of his project from 14.05.2011 to 18.06.2011his observation on various assignments on Consumer Behaviour at out Big Bazaar Family Center Maheshwari Mall Kachiguda are highly recognized and his performance was satisfactory and taken into consideration for the development of our staff.

Maheedhar R. Assistant Manager HR

Future Value Retail Limited

1. Regd. Off : Knowledge House, Shyam Nagar, Off Jogeshwari-Vikhroli Link Road, Jogeshware (East), Mumbai 060. T : +91 22 30841300 F : +91 22 66442201 www.futuregroup.in 2. Zonal office : 1st Floor Pasadena, 18/1, 10th Main , Ashoka Pillar Road, st Jayanagar 1 Block, Bangalore 560 011.India T : +91 80 433040000 F : +91 80 26577530 www.pantaloon.com 3. Store Address : Maheswari Parameshwari Towers, Plot No. :4-2-27, Kachiguda X Roads , Hyderabad 27 400

DECLARATION

I K.SIDDAIAH hereby declare that the project titled CONSUMER BEHAVIOR towards BIGBAZAAR-MAHESWARI

MALL(Kachiguda ), Hyderabad submitted by me as part of partial fulfillment for the award of the Masters of Business Administration (MARKETING), at NARAYANA ENGINEERING COLLEGE, GUDUR, NELLORE (Dt), JNTU Anantapur is a record of bonafide work done by me.

I also declare that this report has to my knowledge is my own and is neither submitted to any other university nor published any time before.

Date: Place: GUDUR (K.SIDDAIAH)

CERTIFICATION

This is to certify that the Project Report title A STUDY ON CONSUMER BEHAVIOR towards BIG BAZAAR submitted in partial fulfillment for the award of MBA Programme of Department of management studies JNTU- Anantapur, was carried out by K. SIDDAIAH under my guidance. This has not been submitted to any other University or Institution for the award of any degree/diploma/certificate.

Name and address of the Guide M. MURALI KRISHNA REDDY ASSOC. PROFESSOR DEPT OF MANAGEMENT STUDIES NARAYANA ENGINEERING COLLEGE GUDUR.524101.

Signature of the Guide

ACKNOWLEDGEMENT
I express my sincere thanks to Dr. M. RAMESH KUMAR garu, Principal, NARAYANA ENGINEERING COLLEGE, Gudur, Nellore Dist. for helping me in many ways throughout the period of my project with his timely suggestions I sincerely owe my respect and gratitude to Dr.p.CHENCHU REDDY garu, HOD, NARAYANA ENGINEERING COLLEGE, for his continuous and patient encouragement during all times of my project and helped me in completing this study successfully. I express my sincere and heart full thanks to my internal guide Mr. M. MURALI KRISHNA REDDY garu, Associate professor, Naryana engineering college for his encouragement and valuable support in bringing the present shape of my work.

I express my Special thanks to my organization guide Mr. ASHOK KUMAR Marketing Manager & also Mr. MAHEDHAR.R (HR Manager) of PANTALOONS RETAIL INDIA LTD, BIG BAZAR, (MAHESWARI MALL) KACHIGUDA, Hyderabad, who extended their kind support to completing my project. I thank every employee of Big Bazaar for his/her help and guidance in completing my project. I also greatly thank all the customers (The GODS of my Project) without whose feedback this project would stand nothing. I am deeply indebted to my parents and family members for their warm love and support throughout my life. In addition I am grateful to all those who helped directly or indirectly for completing this project work successfully.

K.SIDDAIAH

ABSTRACT Research in common mans language refers to a search for knowledge. One can also define research as a scientific and systematic search for pertinent information on a specific topic, in fact research is an art of scientific investigation. Research is done to gain familiarity with a phenomenon event / product / service or to determine the frequency with which something occurs, with which is associated with something else or to test a hypothesis of casual relationship between variables. In short customer perception research is the objective and formal process of systematically obtaining, analyzing and interpreting the data for actionable decision making in customer perception towards an organization (Big Bazaar, in my study). The basic objective of this study is to analyze the customer perception towards Big Bazaar in Hyderabad, Andhra Pradesh. Research was carried out for Hyderabad customers who were main targets for this study. Customers were asked about their perception towards Big Bazaar

TABLE OF CONTENTS
CHAPTERS TOPIC PAGE NO

 INTRODUCTION CHAPTER 1  NEED & IMPORTANCE  OBJECTIVES  RESEARCH METHODOLOGY  SCOPE AND PERIOD OF STUDY  LIMITATIONS

8 - 21

CHAPTER 2

 REVIEWOF LITERATURE

23 31

CHAPTER 3

 INDUSTRY PROFILE  COMPANY PROFILE

33 47

CHAPTER 4

 DATA ANALYSIS & INTERPRETATION

49 76

78 - 80 CHAPTER 5  FINDINGS  SUGGESTIONS

CHAPTER 6

 BIBILIOGRAPHY  QUESTIONNAIRE

82 86

 INTRODUCTION  NEED&IMPORTENCE  OBJECTIVES  RESEARCH METHODOLOGY  SCOPE OF THE STUDY  LIMITATIONS

INTRODUCTION: Marketing is the moving and exciting activity in everybody activities. The sellers, distributors, advertising agencies, consultants, transporters, financers, store agencies and every one as a counter are part of the marketing system. Any exchange process be it consumer, goods, intermediary goods, services of ideas, comes under the preview of marketing. It is very often regarded that the development of markets and marketing is synonymous with the economic development of account. Through marketing is an action discipline. In the ever-growing corporate world, marketing is being regarded as a crucial element for the success of an Enterprise. The marketing discipline is undergoing fresh re aparisal in the light of the vast global, technological, economic and social challenges facing todays companies and countries. Marketing at its best is about value creation and raising the worlds living standards. Todays winning companies are those who succeed most in satisfying, indeed delighting their target customers. As quoted by P.P.Drucker Marketing is so basic that it cannot be considered a separate function. It is whole business seen from the point of view of its final result, that is, from the customers point of view. Business success is not determined by the producer but by the customer. Philip Kotler has therefore defined marketing as it is a social and managerial process by which individuals and groups obtain what they need and want through creating, offering and exchanging products of values with others. Many Indian companies espouse a satisfied customer philosophy and describe marketing as customer-satisfaction engineering. Since the economy in this country has changed from a primary condition of scarcity to gradual and steady stage of affluence, largely giving consumers the opportunity to choose among many varied alternatives, satisfaction has become a major concern of business.

INTRODUTION TO CONSUMER BEHAVIOR: One thing that we have in common is that we all are consumers. In fact everybody in this world is a consumer. Every day of our life we are buying and consuming an incredible variety of goods and services. However, we all have different tastes, likes, dislikes, and adopt different behavior patterns while making purchase decisions. The term consumer behavior refers to the behavior that consumers display in searching for purchasing using evaluation and disposing in searching for purchasing using evaluating and disposing of products and services that they exact will satisfy o how individuals make decisions to send their available resources (time, money and effort) on consumption related items. It includes the study of What they buy, Why they buy, When they buy it, Where they buy it, how often they buy it and how often they use. DEFINITIONS: Consumer Behavior (or Buyer Behavior) is broadly defined by various scholars & researchers as: 1. Its the behavior displayed by the consumers during the acquisition, consumption and disposition of products, services, time and ideas by decision making units. 2. It is the body of knowledge which studies various aspects of purchase and consumption of products and services by individuals with various social and psychological variables at play. 3. The behavior that the consumers display in searching for, purchasing, using, evaluating and disposing of products and services that they expect will satisfy their needs.

4. The process and activities people engage in when searching for, selecting, purchasing, using, evaluating, and disposing of products and services so as to satisfy their needs and desires. 5. The activities directly involved in obtaining, consuming, and disposing of products and services, including the decision processes that precede and follow these actions. 6. The American Marketing Association (AMA) defines consumer behavior as The dynamic interaction of cognition, behavior & environmental events by which human beings conduct the exchange aspect of their lives. Consumer behavior is helpful in understanding the purchase Behavior and preferences of different consumers. As consumers, we differ in terms of sex age, education, occupation, income, Family setup, religion, nationality and social status. Because of this different background factors, have different needs and we have only buy those products and services, which we think, will satisfy our needs. A MODEL OF CONSUMER BEHAVIOUR: A consumer decisions to purchase a particular product of service is the result of complex interplay of a number of variables. The starting point of the decision process is provided by the companies marketing stimuli in the shape of product, promotion, price and distribution strategy. Consumer often purchase new products that are associated with a favorable viewed brand name. The term consumer behavior refers to the behavior that consumer display in searching for purchasing, using, evaluating and disposing of products and services that they expect will satisfy these needs. The study of consumer behavior in the study of how individuals make decisions to spend their available

resources (time, money, effort) on consumption related items. It includes the study of what they buy, why they buy, when they buy, where they buy, how often they buy and how they use. MODEL OF CONSUMER BEHAVIOUR Marketing Other stimuli stimuli Consumer Decisions Product Price Place Economic Technological Political Consumer Consumer Product Choice Brand Choice Dealer choice Purchasing Timing Purchasing Amount Characteristics Decision Process Cultural Problem recognition Social Personal Psychological Information Search Evaluation Decision post Purchase Behavior.

Promotion cultural

DETAILED MODEL OF FACTORS INFLUENCING CONSUMER BEHAVIOR Cultural Factors Social Factors Reference groups Sub Culture Family Social Class Roles & Status Personal Factors Age and Life Cycle Occupation Economic Circumstances Lifestyle Personality and Self Concept Psychological Factors Motivation Perception Learning Beliefs and Attitudes Buyers

Culture

CULTURAL FACTORS: Culture: Culture is the most fundamental determinant of a persons wants and behavior like set of values, perceptions, preferences and behaviors through his or her family member.

Subculture: social classes are relatively homogeneous and enduring divisions in a society which are hierarchically ordered and whose members shares similar Values, interest and behavior and social classes includes upper class, middle class and lower class. SOCIAL FACTORS: References Groups: A persons reference groups consist of all the groups that have a direct (face to face) are indirect influence on the persons altitude or behavior. This group to which the person, belongs and interacts. Personal Factors: A consumer decision also influenced by personal characteristics notably the buyers age & life cycle stage, occupation, economic circumstances, life style and personality and self concept. PSYCHOLOGICAL FACTORS: Motivation: A person has many needs at any given time. Some needs are biogenic. They arise from psychological states of tension such as hunger, tryst and discomfort. Perception: Perception is defined ass the process by which an individual selects, organizes, intercepts, information, inputs to create a meaningful picture of the world.

NEED FOR THE STUDY: Consumer behavior plays a major role for the growth of the company in the modern market scenario. The basic idea of this study is to find the consumer behavior towards Big Bazaar. The needs have to be recognized and necessary steps have to be taken to make the changes. India is growing rapidly and changes are dynamic. People are changing, the preference and the demand is changing. The market also has to change accordingly. The purpose of consumer behavior is not only for retaining the customers but also attracting new customers and increasing the sales also creating and maintenance of brand awareness. In this competitive market the level of consumer satisfaction decides the success of any product and any company. The night consumers have to be targeted and the right strategy should be implemented at the right time. This will give the desired results.

OBJECTIVES OF THE STUDY: The main objective is to determine the current consumer behavior levels of the customers with regards to Big Bazaar. y To study and analyze consumer shopping behavior towards Big Bazaar. y To assess the behavior level of different type of customers shopping at Big Bazaar.

y To identify what type of strategies are suitable for the company to reach the targeted customers.

y To find out the factors which influence the consumption of the products in Big Bazaar.

y To identify effective a advertising sources which are influencing customer purchasing behavior at Big Bazaar.

y To find out how the consumers spent their incomes, time on the purchasing of the products.

RESEARCH METHODOLOGY The survey technique is intended to secure one or more items of information from a sample of respondents who are representatives of a larger group. The information is recorded on a form known as questionnaire. As data are gathered by asking questions from persons who are believed to have desired information, the method is known as questionnaire technique. REASONS FOR WIDE USE OF THIS METHOD: y It can secure both quantitative and qualitative information directly from the respondents. y It is the only method of directly measuring attitudes and motivations. y It is quite flexible in terms of the types of data to be saaembled, the method of collection or the timing of research. Meaning of Research According to D. Slessinger and M. Stephenson in the Encyclopedia of social sciences define research as the manipulation of things, concepts or symbols for the purpose of generalizing to extend, correct or verify knowledge, whether that knowledge aids in construction of theory or in the practice of an art. TYPES OF RESEARCH 1. 2. Exploratory Research, Descriptive Research.

Exploratory Research: Exploratory research studies are also termed as formulate research studies. The main purpose of such studies in that of formulating a problem for more precise investigation or of developing the working hypothesis forms an operational point of view.

Descriptive Research: Diagnostic Research studies determine the frequency with something occurs or its association with something else. In this project, information pertaining to customer needs satisfaction and their demographic profile was collected; hence it is a descriptive research.

1) Primary data: Meaning: Primary sources of data are the data which needs the personal efforts of collect it and which are not readily available. Primary source of data are the other type of source through which the data was collected. Following are few ways in the data was collected: 1. Questionnaires: It is the set of questions on a sheet of paper was being given to the of fill it, bases on which the data was interpreted.

2. Direct interviewing: Direct interviewing involved the process where I asked the questions directly to the customers and I got the feedback.

2) Secondary data: Secondary sources are the other important sources through which the data was collected. These are the readily available sources of the data where one had need not put much effort to collected, because it is already been collected and part in an elderly manner by some researcher, experts and special. The secondary sources helpful for the study were 1) Text books like marketing management research methodology Advertisement and sales promotion etc. 2) Internet was made use for the collection of the data. 3) News papers were also referred. 4) Business magazines were referred. 3) Sample size: By using judgment random sampling technique 100 respondents are selected for the purpose of the study.

4)

Period of study: The study is undertaken in the duration of 34 days.

5)

Research approach: The survey method was adopted for collected the primary data. Survey research is systematic gathering of data from respondent through questionnaire.

6)

Research instrument: The data for this research study was collected by survey technic using

interview method guided by questionnaire.

7) Collection of Data: Questionnaire and personal interviews are the methods that I have used for collecting the data.

SCOPE OF THE STUDY Big Bazaar as six branches in Hyderabad. My scope is limitation to one Branch (KACHIGUDA). The scope of the study is to identify the consumer behavior towards Big Bazaar. It is aimed at enlightening the company about different steps to be taken up to increase the share of Big Bazaar with regard other competitors and also to make the company to provide better customer services. The scope of the study is only confined to the area covered under Hyderabad and only confined in studying about the consumer behavior towads Big Bazaar.

LIMITATIONS:  Time has been a major constraint throughout the study as it has been only for duration of 2 months.

 As this survey was restricted to Hyderabad this cannot be stated as an in depth research on this subject.

 Enough care is taken in formulating the questionnaire, still some errors may creep in.  The consumer behavior varies according to different products.  Quality verses price was not taken into the consideration.

 The project is based on the interview methodology by a stured questionnaire and the jpersonal skills of the person undertaking the project affect the results.

REVIEW OF LITERATURE

REVIEW OF LITARATURE/CONSUMER BEHAVIOUR:

What is consumer behavior? Activities people involved in when selecting, purchasing, and using products so as to satisfy needs and desires. Consumer behavior involves the psychological process that consumers go through in recognizing needs, finding ways to solve these needs, making purchase decision (e.g., whether or not to purchase a product and, if so, which brand and where), interpret information, make plans, and implement these plans (e.g., by engaging in comparison shopping or actually purchasing a products).
SOURCES OF INFLUENNCE OF THE CONSUMER:

The consumer faces numerous of influence. Often, we take cultural influences for granted, but they are significant. An American will usually not bargain with a storeowner. This, however, is common practice in much of the world. Physical factors also influence our behavior. We are more likely to buy a soft drink when we are thirsty. For example, and food manufacturers have found that it is more effective to advertise their products on radio in the late afternoon when people are getting hungry. A persons self image will also tend to influence. what he/she will buy. An upwardly mobile manager may buy a flashy car to project an image of success. Social factors also influence what the consumers buy-often, consumers seek to imitate others whom they Admire, and may buy the same brands, the social environment can include both the mainstream culture (e.g., Americans are more likely to have corn flakes/ham and eggs for brake past than to have rice, which is preferred in many Asian

countries) and a sub culture (e.g., rap music often Appeals to a segment within the population that seeks to distinguish itself from the main stream population). Thus sneaker manufacturers are eager to have there products worn by admired athletes. Finally, consumer behavior is influences by learning you try a hamburger and learn that it satisfies your hunger and tastes good, and the next time you are hungry, you may consider another hamburger. DECISION-MAKING INVOLVE SEVERAL STEPS

1.Need recognition

5.Purchase evaluation

2. Information search

4.Purchase decision

3. Evaluation of alternatives

Problem recognition you realize that something is not as it should be. Perhaps, for example, your car is getting more difficult to start and is not accelerating well. Information search- what are some alternative ways of solving the problem? You might buy a new car, buy a used car, take your car in for repair, ride the bus, ride a taxi, or ride a skateboard to work. A customer can obtain information from several sources: Personal sources: family, friends, neighbors etc.

Commercial sources: advertising, sales forces retailers, dealers, Packaging, point-of sale displays. Public sources: news papers, radio, television, consumer organizations, special magazines. Experimental sources: handling, examining, using the product Internal and external search for information to make a decision Internal search: Scan memory. External search: shopping, personal sources, public media, Advertisements Evaluation of alternatives: A skateboard is inexpensive, but may be ill-suited for long distances and for rainy days. Purchase stage, and sometimes a post-purchase stage (e.g., you return a product to the store because you did not find it satisfactory), in reality, people may go back and fourth between the stages. For example, a person may resume alternative identification during while evaluating already known alternatives. The decision maker(s) have the power to determine issues such as: Whether to buy? Which product to buy? Which brand to buy? Where to buy it? And

When to buy? Note, however, that the role of the decision maker is separate from that of the purchaser. From the point of view of the marketer, this introduces some problems since the purchaser. can be targeted by point-of-purchase (POP) marketing a effort that cannot be aimed at the decision maker. Also note that the distinction between the, purchaser and decision maker be somewhat blurred the decision maker may have to make a substitution if the desired brand is not in stock, the purchaser may disregard institutions (by error or deliberately). BUYER BEHAVIOUR CULTURAL FACTORS Cultural factors have a significant impact on customer behavior. Cultural is the most basic cause of a persons wants and behavior. Growing up, children learn basic values, perception and wants from the family and other important group. Marketing are always trying to spot cultural shift which might point to new products that might be wanted by customer or to increased demand. For example, the cultural shift towards greater concern about health and fitness has created opportunities (and now industries) servicing customers who wish to buy: Low calorie foods Health club memberships Exercise equipment Activity or health- related holidays etc. Similarly the increased desire for leisure time has resulted in increased demand for convenience product and service such as microwave ovens, ready

meals and direct marketing service businesses such as telephone banking and insurance. Each culture contains sub-cultures groups of people with shared values. Subcultures can include nationalities, religions, racial groups, or group of people sharing the same geographical location. Sometimes a sub-culture will create a substantial and distinctive market segment of its own. BUYER BEHAVIOUR SOCIAL FACTORS: Introduction: A customers buying behavior is also influenced by social factor, such as the group to which the customer belongs and social status. In a group, several individuals may interact to influence the purchase decision. The typical roles in such a group decision can be summarized as follows: Initiator: the people who first suggest or think the idea of buying a particular product or service. Influence: a person whose view or advice influences the buying decision. Decider: the individual with the power and/or financial authority to make the ultimate choice regarding which product to buy. Buyer: The person who concludes the transaction. User: The person (persons) who actually uses the product or service. INDIVIDUAL FACTORS THAT SHAPE BUYER BEHAVIOUR PROCESS HIGH INVOLVEMENT LOW INVOLVEMENT Extensive problem-solving (EPS) Limited problem solving (LPS) Reutilized response behavior (RRB)

The various purchase influence factors are as follows:

Personal Social Cultural

Culture Sub culture Social culture Reference groups Family Roles and status Economic situation Occupation Age and life cycle stage

Psychologic al
Motivation Perception Learning Beliefs and attitudes

Buyers

CULTURAL FACTORS Cultural factors exert a broad and deep influence on consumer behavior. The marketer needs to understand the role played by the buyers culture, subculture, and social class. Culture The set of basic values, perceptions, wants, and behaviours learned by a member of society from family and other important institutions, Subculture A group of people with shared value systems based on common life experiences and situations. Social classes

Relatively permanent and ordered divisions in society whose members share similar values, interests, and behaviors. SOCIAL FACTORS A consumers behavior also is influenced by social factors, such as the consumers small groups, family, and social roles and status. Groups Two or more people who interact or accomplish individual or mutual goals. Family A family is a domestic group of people, or a number of domestic groups linked through descent (demonstrated or stipulated) from blood relation, marriage or adoption. Roles and status A person belongs to many groups- family, clubs, organisations. The persons position in each group can be defined in terms of both role and status. PERSONAL FACTORS A buyers decisions also are influenced by personal characteristics such as the buyers age and life cycle stage, Occupation, economic situation, lifestyle, and personality and self-concept. Age and life-cycle stage People change the goods and services they buy over their lifetimes. Tastes and preferences changes as lift-cycle goes.

Personality and self concept A persons distinguishing psychological characteristics that lead to relatively consisting and lasting responses to his or her own environment. PSYCHOLOGICAL FACTORS A persons buying choices are further influenced by four major psychological factors: motivation, perception, learning, and attitudes. Motivation A need that is sufficiently pressing to direct the person to seek satisfaction of the need. Perception The process by which people select, organize, and interpret information to form a meaningful picture of the world. Learning Changes in an individuals behavior arise from experience. Beliefs and attitudes A descriptive thought that a person holds about something is his/her belief. A persons consistently favorable or in favourable evaluations, feeling, and tendencies toward and object or idea is attitude. The common tools used to conduct data analysis range from simple cross tabulations and segmentation analysis to more sophisticated statistical methods

such as multivariate and logistic regression discriminates analysis and cluster analysis. In the last few years, optimization tools and machine learning algorithms such as neural networks and genetic algorithms have also been used to perform advanced data analysis. The study of consumers helps firms and organizations imjprove their marketing strategies by understanding issues such as  The psychology of how consumers think, feel, rason, and select between different alternatives (e.g., brands, products);  The psychology of how the consumer is influenced by his or her environment (e.g., culture, family, signs, media);  The behavior of consumers while shopping or making other marketing decisions; Limitations in consumer knowledge or information processing abilities influence decisions and marketing outcome; How consumer motivation and decision strategies differ between products that differ in their level of importance or interest that they entail for th consumer; and How marketers can adapt and improve their marketing campaigns and marketing strategies to more effectively reach the consumer. Understanding these issues helps us adapt our strategies by taking the consumer into consideration. For example, by understanding that a number of different messages compete for our potential customers attention, we learn that to be effective, advertisements must usually be repeated extensively. We also learn that consumers will sometimes be persuaded more by logical arguments, but at other times will be persuaded more by emotional or symbolic appeals. By

understanding the consumer, we will be able to make a more informed decision as to which strategy to employ. y Behavior occurs either for the individual, or in the context of a group(e.g., friends influence what kinds of cloothes a person wears) or an organization (people on the job make decisions as to which products the firm should use). y Consumer behavior involves the use and disposal of products as well as the study of how they are purchased. Product use is often of great interest to the marketer, because this may influence how a product is best positioned or how we can encourage increased consumption. Since many environmental problems result from product disposal (e.g., motor oil being sent into sewage systems to save the recycling fee, or garbage piling up at landfills) this is also an area of interest. y Consumer behavior involves services and ideas as well as tangible products. y The impact of consumer behavior on society is also of relevance.

 

INDUSTRY PROFILE COMPANY PROFILE

INDUSTRY JPROFILE
Retail industry largest industry, accounting for are 10% of the countrys GDP and around 8% of the employment retail industry in India is at the cross roads. It has emerged as one of the most dynamic and fast paced industry with several players entering the market, but because of the heave intial investment required break even is difficult to achieve and many of these players have not tasted success so far. However the future is promising; the market is growing, government policies are becoming more favorable and emerging technologies are facilitating operations. Retailing in India is gradually inching its way towards becoming the next boom industry. The whole concept of shopping has altered in terms of format and consumer buying behavior ushering in a revolution in shopping in India. SOMEKEY FACTORS y RETAIL IS Indias largest industry accounting for over 10% of the countrys GDP and around 8%of the employment. y The market size of th Indian retail industry is about US $312 billion. y Retailing in India is gradually inching its way towards becoment the next boom industry. y A large young working population with average age of 24 years

INDIAS CONSUMPTION COSMO During the past decade, private final consumption expenditure has been the key driver of economic growth in India.

Growth domestic product $973billion

Government spending $108 billion (11%)

Private final consumption Expenditure $592billion (60%)

Capital Formation $273 billion (29%)

Utility payments Fuel transportation Electricity, water communication Expenditure on medical & education $242billion

Consumption spending $350 billion

The $ 350 billion consumption spending provides the single biggest business opportunities in India and is divided into sa,e key categories led by food, fashion and home products

Fashion Accessories 5.5% $225b Fashion Accessories 5.5% $225b

Fashion Accessories 5.5% $225b

Consumer Durable 4% $14b

Fashion Accessories 5.5% $225b

Furniture 3.4% $12b

Fashion Accessories 5.5% $225b Fashion Accessories 5.5% $225b

Fashion Accessories 5.5% $225b Fashion Accessories 5.5% $225b

COMPANY PROFILE Pantaloon Retail (India) Limited, is Indias leading retailer that operates multiple retai formats in both the value and lifestyle segment of the Indian consumer market. Headquartered in Mumbai (Bombay), the company operates over 12 million square feet of retail, has over 10000 stores across 71 cities in India and employs over 30,000 people. The companys leading formats include pantaloons, a chain of fashion outlets, Big Bazaar, a uniquely Indian hypermarket chain, Food Bazaar, a supermarket chain, blends the look, touch and feel of Indian bazaars with aspects of modern retail choice, convenience and quality and central, a chain of seamless destination malls. Some of its formats include brand factory, blue sky, all top 10 stars and sitara. The company also operates an online portal, futurebazaar.com. A subsidiary company, Home solutions Retail (India)limited, operate Home Town, a large format home solutions store, collection I, selling home furniture products and e-zone focused on catering to the consumer electronics segment. Pantaloon Retail was recently awarded the international retailer of the year 2007 by the US based National Retail Federation (NRF) and the Emerging market retailer of the year 2007 at the world retain congress held in Barcelona. Pantaloon Retail is the flagship company of Future Group, a business group. Catering to the entire Indian consumption space.

THE FUTURE GROUP AS GIVEN BY THE GENERAL MANAGER: Future Bazaar.com is owned and operated by Future Bazaar India Ltd. (FBIL). FBIL is a part of the Future Group, Indias largest retain conglomerate. FBIL is the e-commerce arm of the Future Group. The company was incorporated in 2006 and began business in 2007. As part of Indias largest retail chain, we enjoy the benefits of buying in bulk for the entire group. Out aim is to get you a great range of products at great prices. Core competency of the business what makes us different from other.!! y A choice of more than 20,000 products. y Delivery across more than 1500 cities and towns in India covering around 16,000 pin codes. y Fast deliveries tie ups with world leaders in logistics & transportation services y A dedicated customer care helpline for any queries. y Always offering Manufacturers guarantee as opposed to sellers guarantee, which most of the other online shopping sites offer. y Aggressive prices FutureBazaar.com has the benefit of leveraging the sourcing network of the Future Groups retail chains. This sourcing network straddles a wide range of product requirements, thus being able to offer us economies of scale thereby unbelievable prices to its customers.

y Unmatched selection of products an Brands - we have more than 20,000 products which crates the flexibility to offer a large range of choices to customers. We also have partnerships with most of the brands available in the country, which allows us to get the latest in the range to our customers. We have been able to create some major popularity ripples with our corporate clients with products like mobiles, electronics, laptops, MP3 players, T-shirts, Gift Vouchers and so on. y Seamless end-to-end Logistics solution we pride ourselves in having built an end-to-end logistics solution, right from stocking, dispatching, and delivery confirmation up to post-sales support. Our back-end infrastructure enables us to service around 15,000 pin codes across India. y Dedicated Customer Care for online customers as well as corporate clients We have a dedicated team straddling client servicing, sourcing, logistics and customer service for all our customers. y our Brand Association Most importantly out parentage & association with humungous retail brands like Big Bazaar, Pantaloons, Central and many more, lends tremendous amount of trust jj& credibility to our end consumers.

ABOUT FUTURE GROUP Future Group, led by its founder and Group CEO, Mr. Kishore Biyani, is one of Indias leading business houses with multiple business spanning across the consumption space. While retai forms the core business activity of Future Group, group subsidiaries are present in consumer finance, capital, insurance, leisure and entertainment, brand development, retail, real estate development, retail media and logistics. Led by its flagship enterprise, Pantaloon Retail, the group operates over 11 million square feet of retail space in over 63 cities and towns and 65 rural locations across India. Pantaloon Retail was awarded the International Retailer of the year 2007, by the US-based National Retail Federation, the largest retail trade association and the Emerging Market Retailer of the year 2007 at the World Retail Congress in Barcelona. Future Group believes in developing strong insights on Indian consumers and building businesses based on Indian ideas, as espoused in the groups core value of Indian ness. The groups corporate credo is, Rewrite rules, Retain values More about Future Group.

The FutureBazaar.com promise as given by the General Manager: Manufacturers warranties on all products Future Bazaar sells only original products from authorized dealers; so all applicable products carry the original manufacturers warranty. Customers can visit any of the authorized service centers of the manufacturer if required. The invoice accompanying the product is your warranty document, so please preserve it. Guaranteed Delivery Future bazaar guarantees to deliver the exact product you selected, without defects. In case you have received a different product, or if the product was damaged in transit, please let us know and we will ensure that we replace the product or ensure that your money is refunded. Please note that delivery times vary according to products to products 95%of our deliveries take place with in the committed time period. For the occasional delays, we wil contact you and update you about the status. Secure Payments We are committed to encuring that no payment misuse happens, so we work with bank and payment gateways to ensure that your information is protected. Payments are protected both by us and by the policies of your bank, and the chances of fraud in these channels are actually very low. We also have a Risk Management team that scrutinizes all payments to ensure that there are no fraudulent transactions. Our office address is also available for anyone who wishes to contact us in person. moreover, being

part of Indias largest retail company with a presence all over India, we are omnipresent. Our simple 15-Days Return Policy No questions asked! If you have purchased something at FutureBazaar.com ad the product did not meet your expectations or does not fit your needs, then you can return the product to us, no questions asked, as long as it is in its original packaging and accompanied by its invoice. Just contact our Customer Care and well arrange to pick up the product from your home simple. Prompt Customer Support Our Customer Care is manned by dedicated personnel, who can take decisions and resolve your problems. They are empowered to solve your problems and are aware of the processes and means to handle them. In case they cannot solve the problem at their end, they will trigger the required action on your half or advise you the best possible method to a successful fulfillment of all your queries/issues. Be assured that when you call us, your call is being taken seriously. Values: o Indian ness: Confidence in ourselves. o Leadership: To be a leader, both in thought and business o Respect & Humility: To respect every individual and be humble in our conduct. o Introspection: Leading to purposeful thinking.

o Openness: To be open and receptive to new ideas, knowledge and information. o Valuing and Nurturing Relationships: To build long term relationships. o Simplicity & positivity: Simplicity and positivity in our thought, business and action. o Adaptability: To be flexible and adaptable, to meet challenges. Mission; We share the vision and belief that our customers and stakeholders shall be served only by creating and executing future scenarios in the consumption space leading to economic development. We will be the trendsetters in evolving delivery formats, creating retail realty, making consumption affordable for all customer segment. We shall infuse Indian brands with confidence and renewed ambition. We shall be efficient, cost conscious and committed to quality in whatever we do. We shall ensure that our positive attitude, sincerity, humilityand united determination shall be the driving force to make us successful. Sone Ki Chidiya When the Mughals first came to India they were drawn by the lure of her fabulous wealth India was known as the Sone Ki Chidiya, literally The Golden Bird. According to economic historian Angus Maddison in his book the

World Economy: A Millennial Perspective, India had the worlds largest

economy in the 1 st century and 11 th century , with a 33% share of world GDP in the 1 st century and 29% in 1000 CE. During 1700 AD, Mughal era, Indias share was 24%, more than the whole of Western Europe. It came down to 3.8% in 1950s. paul Kennedy, in this highly regardd book, The Rise and Fall of the Great Powers: Economic Change and Military conflict from 1500 to 2000 estimates that in 1750. Indias share o the world trade was nearly 25 percent. It came down to 0.5% in the 1960s and now stands at around 1..5%. The Indian economy is once again at the centre of the global attention. As domestic consumption drives economic growth in India, Future Group hopes to play a pivotal role in bringing back the Sone Ki Chidiya.

Future Ventures:
Future Ventures, seeks to promote and participate in innovative and emerging business ventures in India. The company intends to play a role in powering entrepreneurship, by promoting or participating in diverse business activities, primarily in consumption-led sectors in the country, which it defines as sectors whose growth and development will be determined primarily by the growing purchasing power of Indian consumers and their changing tastes, lifestyle and spending habits. The company will also participate in businesses where it exercises control or influence, and can add value as active shareholders, by utilizing the experience and knowledge of the Future Group, and specifically its parent, pantaloon Retail ltd.

Meet Indias king of Retail

Pantaloons Kishore Biyani has become Indias largest retailer, but still has several aces up his John Miller shirtsleeves. In Indias chaotic markets, Ishore Biyani is the unchalleged king of retail. He has the knack of catchings rivals off-guard and striking where it hurts most. And now that hes set himself the task of tetaining control of the largest retail space in the country, he wont let anyone suppliers or international promoters included catch him slacking. The latest to face the wrat of the 43-year-old is South African hyper market Shoprite, which opened shop in Mumbai (images) last month through a franchise agreement with local company Normal Lifestyle. The hypermarket began retailing products from big boys Nestle (Get Quote), Unilever and Procter & Gamble at consumer discounts of 20-30 percent, loweer than even Biyanis his Big Bazaar Stores. Instead of chewing his nails, Biyani turmed confrontationist, asking why the multinationals were offering Shoprite better prices, even withdrawing Nestle products from his stores when the company did not respond.

Two days later the Nestle products were back, but not before the company had clarified its stance. Says Biyani, shoprite is involved in predatory pricing. There are rules against this in every part of the world. But as a result of his tough stance, the three MNCs have asked Shoprite to roll back the offers or face withdrawal of supplies, he says.

and he was proved right when the Kolkata Pantaloon store became a raging success and Biyani stepped on to the turf as a super retailer. Other professionals have wondered where Biyani picked up the tricks of the retailing trade. Some has learned from his own mistakes, he admits. Others he picked up from the big boys of international retail. I read every book on Sam Walton, Macys, Marks & Spencer and management gurus like Tom Peters whose book Reimagine impressed me. Even now he reads a management book every fortnight Stephen Covey, Robert Kaplanor James Collins.

But unusual as it might seem, he also made it a point to stay away from these stores. The reason: by going to a Wal-Mart or a Macys, you could get overwhelmed into thinking that was the best model and stop learning, he says.

Mr.Gopikishan Biyani, Whole time Director

Gopikishan Biyani is a commerce graduate and has more than twenty years of experience in the textile business.

Mr.Rakesh Biyani, Whole time Director

Rakish Biyani is a commerce graduate and has been actively involved in category management, retail stores operations, IT and exports. He has been instrumental in the implementation of the various new retail formats. Mr.Vijay Kumer Chopra, Independent Director V.K Chopra is a fellow member of The Institute of chartered Accountants of India (ICAI) by profession and is a certified Associate of Indian Institute of Bankers (CAIIB). His banking career spans over 31 years and he has served senior management position in Central Bank of Commerce, SIDBI Corporation Bank and SEBI.

INTRODUCTION TO BIG BAZAAR

 A chain of shopping malls in Indian currently with 31 outlets owned by Kishore Biyani Pantaloon group.  Big Bazaar is not just hyper market.  Provides the best products at the best price.  Reflects the look and feel of Indian bazaars at their modern outlets.

 Allover India, Big Bazaar attracts a few thousands customers on any regular day.

BIG BAZAAR LOGO:

Big Bazaar is se sasta aur accha kahin nahi Type subsidiary of Pantaloon Group Founded 2001 Head quarters Jogeshware, Mumbai, India Industry retail Products department stores Parents Future Group Website http://www.bigbazaar.com

 

DATA ANALYSIS INTERPRETATIONS

CONSUMER BEHAVIOR QUESTIONAIRE Q1. How do you come to know about Big Bazaar? promotion Advertisement Colleagues references No. of Customers 80 12 Percentage (%) 80 12 4 4 100

Friends/Relatives references 4 Any other specify Total 4 100

4% 12%

4%

Advertisement Colleagues references Friend/Relatives references Any other

82%

INTERPRETATION: From the above study 80% of respondents from Advertisement, 12% of respondents from Colleagues and 4% of respondents from Friends/Relatives Remaining 4% of respondents from others.

Q2. How frequently do you visit Big Bizaar? Particulars Once in a week Twice in a week Once in every 15 days Once in a month Total No. of Customers 30 43 15 12 100 Percentage (%) 30 43 15 12 100

45% 40% 35% 30% 25% 20% 15% 10% 5% 0% Once in a week 30%

43%

15% 12%

No. of respondents

Twice in a week

Once in every 15 days

Once in a month

INTERPRETATION:
From the above study,30% of respondents from once in a week, 43% of respondents from twice in a week and 15% of respondents from every 15 days Remaining 12% of respondents from every month.

CHI SQUARE TEST:

The above analysis is also analysed with the chi square test to find the dependency between no of visits to Big Bazaar and Goods bought. This test is as follows. Ho= There is relation between visits and goods bought in Big Bazaar. Ha = There is relation between no. of visits and goods bought in Big Bazaar. Caliculation of
2

has been presented in the table. Food items clothes Electronics furniture others

Once in week Twice in week Once in 15 days Once in 30 days

10 5 8 2 25

7 18 1 6 33

2 7 3 2 14

5 12 1 0 18

6 1 2 1 10

30 43 15 12 100

X = (f-f1)f1 = 24.9456
The degree of freedom for the given problem is (r-1)(s-1) = 12 There fore the probability P nvalue is 0.24 that is around 50% of probability correct to the hypothesis. There fore it is said that there is no dependency in between the no of visits to Big Bazaar and the goods bought.

Q3. What is the main purpose of Purchase?X Particulars No. of respondents Percentage (%) 71 19 10 100

Personal usage/consumption 71 To Gift Any other pl. Specify Total 19 10 100

No. of respondents
80% 60% 40% 20% 0% 19% 10% No. of respondents 71%

INTERPRETATION:
From the above table we can conclude that the major numbers of respondents of 71% personal usage, 19% to gift and remaining 10% any other.

Q4. Which category of products do you buy most at Big Bazaar? Aspects Food items Clothes Electronics Furniture Any other pl. Specify No. of respondents 25 33 14 18 10 Percentage 25 33 14 18 10

Total

100

100

No. of respondents
35% 30% 25% 20% 15% 10% 5% 0%

33% 25% 14% 18% 10% No. of respondents

INTERPRITATION:
From the above study 25% of respondents from Food items, 33% of respondents from Clothes and 14% of respondents from Electronics 18% of respondents from furniture and 10% others.

Q5. You prefer to go in Big bazaar with? particulars Family members Spouse Friends Others Total No. of respondents 28 13 55 4 100 Percentage (%) 28 13 55 4 100

No. of Customers
4% 28% Family members 55% Spouse 13% Friends Others

INTERPRETATION:
From the above study 28% of respondents from Family, 13% of respondents from Spouse and 55% of respondents from Friends and remaining 4% are others.

CHI SQUARE TEST:

The above analysis is also analysed with the chi square test to find the relation between people who accompany and Products bought. This test is as follows. Ho= There is relation between people who accompany and goods bought in Big Bazaar. Ha = There is relation between people who accompany and goods bought in Big Bazaar. Caliculation of
2

has been presented in the table. Food items clothes Electronics furniture others

Family mbrs Spouse Friends Others

12 2 11 0 25

10 3 20 0 33

3 4 5 2 14

2 2 13 1 18

1 2 6 1 10

28 13 55 04 100

X = (f-f1)f1 = 20.4779
The degree of freedom for the given problem is (r-1)(s-1) = 12 There fore the probability P nvalue is 0.20 that is around 50% of probability correct to the hypothesis. There fore it is said that there is no dependency in between the people who accompany and the goods bought in Big Bazaar.

Q6. Which mall you like the most in the city? Particulars Big bazaar Spencer City central Hyd central Total No. of respondents 72 15 12 1 100 Percentage (%) 72 15 12 1 100

No. of respondents
1% 12%

Big Bazaar 15% Spencer City Central Hyd Central 72%

INTERPRETATION:
From the survey it is observed the 72% of respondents for Big Bazaar, 15% of respondents for Spencer, 12% of respondents for City central and only 1% of respondents are hyd central.

Q7. What is the reason behind purchasing in Big Bazaar? particulars Goo satisfaction over products Reasonable prices More offers Any others total No. of Respondents 10 78 12 0 100 Percentage (%) 10 78 12 0 100

No. of respondents
80% 60% 40% 20% 0% 78%

10%

12% 0 No. of respondents No. of respondents

INTERPRETATION
From the study it is observed that 10% of respondents for Good satisfaction over products, 78% of respondents for Reasonable prices, 12% of respondents for More offers.

Q8. How do you rate the pricing of products at Big Bazaar? Particulars Expensive Competitive Affordable Reasonable Total No. of Respondents 09 21 36 34 100 Percentage (%) 09 21 36 34 100

No. of respondents
9% 21% Expensive Competitive 36% 1.2 Affordable Reasonable

INTERPRETATION: From the above study 09% of respondents from Expensive, 21% of respondents from Competitive and 36% of respondents from Affordable 34% of respondents from Reasonable.

CHI SQUARE TEST:

The above analysis is also analysed with the chi square test to find the relationship between price of products in Big Bazaar and Goods bought. This test is as follows. Ho= There is relation between prices of the products in Big Bazaar and goods bought in Big Bazaar. Ha = There is relation between prices of the products in Big Bazaar and goods bought in Big Bazaar. Caliculation of
2

has been presented in the table. Food items clothes Electronics furniture others

Expensive Competitive Offerdable Reasonable

3 7 9 6 25

4 5 13 11 33

1 2 3 8 14

0 4 7 7 18

1 3 4 2 10

09 21 36 34 100

X = (f-f1)f1 = 8.7773
The degree of freedom for the given problem is (r-1)(s-1) = 12 There fore the probability P value is 0.87 that is around 50% of probability correct to the hypothesis. There fore it is said that there is no dependency between prices of products and goods bought in Big Bazaar.

Q9. Why do you prefer to shop in Big Bazaar? Particulars Availability of adequate stock Convenience of location and timing Offers and discounts Variety of products Total No. of respondents 16 21 36 27 100 Percentage 16 21 36 27 100

No. of respondents
40% 35% 30% 25% 20% 15% 10% 5% 0% Availability of Convenience of adequate stock location and timing Offers and disconts Variety of products 16% No. of respondents 21% 27% 36%

INTERPRETATION:
From the above study 16% of respondents from Availability of adequate stock, 21% of respondents from Convenience of location and timing, and 36% of respondents from offers and discounts, 27% of respondents from variety of products.

CHI SQUARE TEST:

The above analysis is also analysed with the chi square test to find the dependency between preference to shop and Goods bought. This test is as follows. Ho= There is relation between preference to shop and goods bought in Big Bazaar. Ha = There is relation between preference to shop and goods bought in Big Bazaar. Caliculation of
2

has been presented in the table. Food items clothes Electronics furniture others

Stock available Convenience

6 4 5 25

4 9 13 7 33

1 5 6 2 14

2 3 2 11 18

3 0 5 2 10

30 43 15 12 100

Offer&discounts 10 Variety prdts

X = (f-f1)f1 = 21.7921
The degree of freedom for the given problem is (r-1)(s-1) = 12 There fore the probability P value is 0.21 that is around 50% of probability correct to the hypothesis. There fore it is said that there is no dependency between preference to shop and the goods bought in Big Bazaar.

10. what more facility would you like to get at Big Bazaar? facilities Membership card Discount card Free parking offers Lucky draw Total No. of respondents 18 53 9 20 100 Percentage (%) 18 53 9 20 100

No.of respondents
18% 53% 1.2 9%

Membership card Discount card Free parking offers Lucky draw

INTERPRETATION:
From the data specified, 18% of customers are interested in membership card, whereas 9% are interested in parking offers, 20% are interested in lucky draw but more than half are interested in discount card i.e.53% by this we can say that most of the customers prefers to having discount cards at Big Bazaar.

Q11. How often do you ask for Assistance from store staff in selecting you purchase? particulars Almost always Frequently Sometimes Never total No. of respondents 22 30 40 8 100 Percentage (%) 22 30 40 8 100

No. of respondents
40% 30% 20% 10% 0% 40% 22% 30%

8% No. of respondents No. of respondents

INTERPRETATION:
From the above data, we decide that 22% of the customers take assistance from staff always, whereas 30% take help frequently, 40% have take assistance sometimes, and 8% will not depend on others. From the collected data, we can say that the manority of the customers take assistance from the store staff sometimes.

Q12. How is your overall experience in Big Bazaar? particulars Excellent Good Poor Total No. of respondents 63 27 10 100 Percentage (%) 63 27 10 100

No. of respondents
70% 60% 50% 40% 30% 20% 10% 0% Excellent 63%

27% No. of respondents 10% No. of respondents Good Poor

INTERPRETATION:
From the above data, we decide that 63%of the customers overall experience in Big Bazaar is excellent, 27% of the customers overall experience is Good and only 10% of customers overall experience is poor. From this we can decide that , the overall customer satisfaction level is good

Q13. Would you visit Big Bazaar again? Particulars Sure May be Never Total No. of respondents 85 12 3 100 Percentage (%) 85 12 3 100

No. of respondents
0% 15%

Sure May be Never

85%

INTERPRETATION:
From the above table we can conclude that the major numbers of respondents 85% of the respondents say sure, 12% of the respondents say May be, 3% of the respondents say Never.

Q14. Do you suggest any one to shop at Big Bazaar? Particulars Yes No Total No. of respondents 85 15 100 Percentage (%) 85 15 100

85 90 80 70 60 50 40 30 20 10 0 suggest any one to shop at big bazaar 15 yes No

INTERPRETATION:
From the above table we can conclude that the major numbers of respondents Yes, 85%, which comprises of 15% of the No.

Q15. How do you suggest to Big Bazaar Management to making present Big Bazaar to more attractive? Particulars To maintain quality products Reasonable prices No. of respondents 45 25 Percentage (%) 45 25 25 5 100

Giving more offers and discounts 25 convenience Total 5 100

No. of respondents

5% 25% 45%

To maintain quality products Reasonable prices Giving more offers and discounts Convenience

25%

INTERPRETATION:
From the study it is observed that 45% of respondents for To maintain quality products, 25% of respondents Reasonable Prices, 10% of respondents in Every month, 25% of respondents for Giving more of offers and discounts, 5% respondents for convenience.

Q17. Mention your satisfaction level for following elements 1. Highly satisfied 2. Satisfied 3. Neither satisfied nor dissatisfied 4. Dissatisfied 5. Highly dissatisfied

Elements 1. Location 2. Operating time 3. Parking facility 4. Cleanness of store 5. Spacious shop floor 6. Easy to locate product 7. Quality product 8. promotion offers 9. price fo the product 10. staff helpfulness 11. flexibility in payment mode 12. return of value for money

1 ( ( ( ( ( ( ( ( ( ( ) ) ) ) ) ) ) ) ) )

2 ( ( ( ( ( ( ( ( ( ( ) ) ) ) ) ) ) ) ) )

3 ( ( ( ( ( ( ( ( ( ( ) ) ) ) ) ) ) ) ) )

4 ( ( ( ( ( ( ( ( ( ( ) ) ) ) ) ) ) ) )

( ) ( )

( ) ( )

( ) ( )

( ) ( )

1. LOCATION:
Satisfaction level Highly satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Highly dissatisfied Total No. of respondents 25 10 60 5 0 100 Percentage (%) 25 10 60 5 0 100

Satisfaction level based on Location

0 5 25 Highly satisfied Satisfied Neither satisfied nor dissatisfied 10 60 Satisfied Highly dissatisfied

INTERPRETATION:
From the above data, we decide that 25% of the customers satisfaction level is highly satisfied on the basis of location of Big Bazaar, 10% of the customers satisfaction level is satisfied on the basis of location of Big Bazaar, 60% of the customers satisfaction level is neither satisfied nor dissatisfied, 5% of the customers satisfaction level is dissatisfied and in the customers no ones satisfaction level is highly dissatisfied.

2. OPERATING TIME: Satisfaction level Highly satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Highly dissatisfied No. of customers 10 50 27 10 3 100 Percentage (%) 10 50 27 10 3 100

Satisfaction level based on Operating time

3% 10% 10% Highly satisfied 27% 50% Satisfied Neither satisfied nor dissatisfied Dissatisfied Highly dissatisfied

INTERPRETATION:
from the data above specified, 10% of customers are highly satisfied, 50% of the customers are satisfied, 27% of the customers are neither satisfied nor dissatisfied , 10% of the customers are dissatisfied , 3% of the customers are highly dissatisfied on the basis of operating time.

3. PARKING FACILITY: Satisfaction level Highly satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Highly dissatisfied No. of customers 30 56 6 7 1 100 Percentage (%) 30 56 6 7 1 100

Satisfaction level based on Parking facility

60% 50% 40% 30% 30% 20% 10% 0% Highly satisfied Satisfied Neither Dissatisfied Highly satisfied nor dissatisfied dissatisfied 6% 7% 1% Satisfaction level based on Parking facility 56%

INTERPRETATION:
from the data above specified, 30% of customers are highly satisfied, 56% of the customers are satisfied, 6% of the customers are neither satisfied nor dissatisfied , 7% of the customers are dissatisfied , 1% of the customers are highly dissatisfied on the basis of parking facility.

4.CLEANNESS OF STORE: Satisfaction level Highly satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Highly dissatisfied No. of customers 36 22 32 12 0 100 Percentage (%) 36 22 32 12 0 100

Satisfaction level based on Cleanness of store

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

36% 22%

32% 12% 0% Satisfaction level based on Cleanness of store

INTERPRETATION:
from the data above specified, 36% of customers are highly satisfied, 22% of the customers are satisfied, 32% of the customers are neither satisfied nor dissatisfied , 12% of the customers are dissatisfied , 0% of the customers are highly dissatisfied on the basis of Cleanness of store.

5.SPACIOUS SHOP FLOOR: Satisfaction level Highly satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Highly dissatisfied No. of customers 9 25 40 20 6 100 Percentage (%) 9 25 40 20 6 100

Satisfaction level based on Spacious shop floor

40% 40% 30% 20% 10% 0% 25% 9% 20% 6% Satisfaction level based on Satisfaction level based on Spacious shop floor

INTERPRETATION:
from the data above specified, 9% of customers are highly satisfied, 25% of the customers are satisfied, 40% of the customers are neither satisfied nor dissatisfied , 20% of the customers are dissatisfied , 6% of the customers are highly dissatisfied on the basis of Spacious shop floor.

6.EASY TO LOCATE PRODUCT: Satisfaction level Highly satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Highly dissatisfied No. of customers 80 8 3 9 0 100 Percentage (%) 80 8 3 9 0 100

Satisfaction level based on Easy to locate product

0% 3% 9% Highly satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Highly dissatisfied 80%

8%

INTERPRETATION:
from the data above specified, 80% of customers are highly satisfied, 8% of the customers are satisfied, 3% of the customers are neither satisfied nor dissatisfied , 9% of the customers are dissatisfied , 0% of the customers are highly dissatisfied on the basis of Easy to locate the product.

7.QUALITY OF PRODUCTS: Satisfaction level Highly satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Highly dissatisfied No. of customers 2 80 10 8 0 100 Percentage (%) 2 80 10 8 0 100

Satisfaction level based on quality of products

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

2%

10%

8%

0%

Satisfaction level based on quality of products

INTERPRETATION:
from the data above specified, 2% of customers are highly satisfied, 80% of the customers are satisfied, 10% of the customers are neither satisfied nor dissatisfied , 8% of the customers are dissatisfied , 0% of the customers are highly dissatisfied on the basis of Quality of products.

8.PROMOTION OFFERS; Satisfaction level Highly satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Highly dissatisfied No. of customers 20 60 18 2 0 100 Percentage (%) 20 60 18 2 0 100

Satisfaction level based on Promotion ofers

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

18% 2% 0% Satisfaction level based on Promotion ofers

INTERPRETATION:
from the data above specified, 20% of customers are highly satisfied, 60% of the customers are satisfied, 18% of the customers are neither satisfied nor dissatisfied , 2% of the customers are dissatisfied , 0% of the customers are highly dissatisfied on the basis of Promotion Offers.

9.PRICE OF THE PRODUCT: Satisfaction level Highly satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Highly dissatisfied No. of customers 4 90 3 0 3 100 Percentage (%) 4 90 3 0 3 100

Satisfaction level based on Price of the product

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

4%

3%

3%

Satisfaction level based on Price of the product

INTERPRETATION:
from the data above specified, 4% of customers are highly satisfied, 90% of the customers are satisfied, 3% of the customers are neither satisfied nor dissatisfied , 0% of the customers are dissatisfied , 3% of the customers are highly dissatisfied on the basis of Price of the product.

10.STAFF HELPFULNESS: Satisfaction level Highly satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Highly dissatisfied No. of customers 52 8 25 12 3 100 Percentage (%) 52 8 25 12 3 100

Satisfaction level based on Staff helpfullness

3% 12% Highly satisfied Satisfied Neither satisfied nor dissatisfied 25% 52% Dissatisfied Highly Dissatisfied 8%

INTERPRETATION:
from the data above specified, 52% of customers are highly satisfied, 8% of the customers are satisfied, 25% of the customers are neither satisfied nor dissatisfied , 12% of the customers are dissatisfied , 3% of the customers are highly dissatisfied on the basis of staff helpfulness.

11.FLEXIBILITY IN PAYMENT MODE:

Satisfaction level Highly satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Highly dissatisfied

No. of customers 10 80 7 3 0 100

Percentage (%) 10 80 7 3 0 100

Satisfaction level based on Flexibility in payment mode

3% 7% 10% Highly satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied 80% Highly dissatisfied

INTERPRETATION:
from the data above specified, 10% of customers are highly satisfied, 80% of the customers are satisfied, 7% of the customers are neither satisfied nor dissatisfied , 3% of the customers are dissatisfied , 0% of the customers are highly dissatisfied on the basis of Flexibility in Payment mode.

12.RETURN OF VALUE FOR MONEY: Satisfaction level Highly satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Highly dissatisfied No. of customers 5 60 35 0 0 100 Percentage (%) 5 60 35 0 0 100

Satisfaction level based on Return of value of money

0% 35% 0% 5% Highly satisfied Satisfied 60% Neither satisfied nor dissatisfied Dissatisfied Highly Dissatisfied

INTERPRETATION:
from the data above specified, 5% of customers are highly satisfied, 60% of the customers are satisfied, 35% of the customers are neither satisfied nor dissatisfied , 0% of the customers are dissatisfied , 0% of the customers are highly dissatisfied on the basis of Return of Value for Money.

 

FINDINGS SUGGESTIONS

From the responses of 100 customers the findings can be listed as:  As per the findings, all are having the awareness of Big Bazaar. We can say that Big Bazaar have good place in the minds of the customers.  As per the findings 60% of male customers are come to Big Bazaar for shopping.  The customers who were mainly age guoup of 26- 35 years are shopping at Big Bazaar.  It has been found that the Majority of the Respondents come to know about the Big Bazaar through Friends/Relatives References and Advertisements only. So we can say that the word of mouth and advertisements are plays a very important role when customers shopping at Big Bazaar.  As per findings, Majority of the Respondents are visits Big Bazaar twice in a week. By this, we can say that most of the customers are coming to Big Bazaar regularly.  As per findings, Majority of the Respondents are purchasing for the Purpose of Personal use/consumption only.  As per findings, Majority of the respondents are interested to shopping at Clothes.  Most of customers are prefer to come to Big Bazaar with friends, and customers are motivates by them at purchase.  Majority of the respondents are interested to visit Big Bazaar when compare to other malls.  As per the findings, majority of the customers choose the Big Bazaar for availability of products as well as reasonable prices.  Majority of the customers are rate for affordable pricing in Big Bazaar.

 As per findings, most of the customers prefer to shop in Big Bazaar for offers & discounts.  As per findings, most of the respondents are taking assistance from the store staff during purchase period. We can say that customers take assistance from store staff when they shopping in Big Bazaar.  As per the findings, majority of the customers are satisfied with the value of their money provided by Big Bazaar.  As per findings, overall experience of the respondents is found to be Excellence as started by 12% of the Respondents, and Good by 60% of the Respondents, Very few rated as poor.  As per findings, most of the customers opinion is to revisit the Big Bazaar.  As per findings, Majority of the Respondents are recommended to others for shopping in Big Bazaar.  As per findings, as much as 45% of the Respondents to suggest the Big Bazaar to maintain good quality in products.

RECOMMENDATIONS
An attempt has been made to suggest to the Big Bazaar a few measures. These suggestions have been made within the preview of the data available. 1) The company must go for some more promotional activities rather than TV, advertisement, hoarding and news papers.

2) The company has to conduct the periodical meetings with customers and take their valuable suggestions. 3) The company may adopt policy of discounts cards and gifts to customers while purchasing the products. 4) Innovative efforts must be launched to improve the position through better marketing strategies. 5) Innovative packaging can give a company an advantage over competitors. 6) The store staff should be trained adequately so as to convince the Potential buyers, because his performance on jobs has great impact on sale of a product. 7) Most of the customers belongs to age group of 17-27 years. So, company has to concentrate more on those people to enhance the sales. 8) Moreover, the company has to concentrate more on the customers of age group of 28-37 years to enhance the sales.

 

QUESTIONNAIRE BIBLIOGRAPHY

QUESTIONNAIRE

(The information furnished by the respondent is strictly for Academic purpose only) Dear Respondent, as a part of research, a survey is taken up to study the Consumer Behavior towards the Big Bazaar. Kindly provide the following information. Name: Age: Gender M/F: Income for month: Q1) How did you come to know about Biz Bazaar? a) b) c) d) Advertisement Colleagues references Friends/relatives references Any other specify Location: Occupation: Education;

Q2) How frequently do you visit Big Bazaar? a) b) c) d) Once in a week Twice in a week Once in every 15 days Once in a month

Q3) what is the main purpose of purchase? a) Personal Usage / consumption b) To Gift c) Any other pl. Specify Q4) Which category of Products do you buy most at Big bazaar? a) Food items b) Clothes

c) Electronics d) Any other pl. Specify Q5) You prefer to go in Big bazaar with a) b) c) d) Family members Spouse Friends Others

Q6) Which mall you like the most in the city a) b) c) d) Big bazaar Spencer City central Hyd central

Q7) What is the reason behind purchasing in Big Bazaar? a) b) c) d) Good satisfaction over products Reasonable prices More offers Any others

Q8) How do you rate the pricing of products at Big Bazaar? a) b) c) d) Expensive Competitive Affordable Reasonable

Q9) Why do you prefer to shop in Big Bazaar? a) b) c) d) Availability of adequate stock Convenience of location and timing Offers and discounts Variety of products

Q10) What more facility would you like to get at Big Bazaar? a) b) c) d) Membership Card Discount Card Free packing Offers Lucky draw Offer

Q11) How often do you ask for Assistance from store staff in selecting your Purchase? a) b) c) d) Almost Always Frequently Sometimes Never

Q12) How is your overall experience in Big Bazaar? a) Excellent b) Good c) Poor Q13) Would you visit Big Bazaar again? a) Sure b) May be c) Never Q14) Do you suggest any one to shop at Big Bazaar? a) Yes b) No Q15) How, do you suggest to Big Bazaar management to making present Big Bazaar to more attractive? a) b) c) d) To maintain quality products Reasonable prices Giving more offers and discounts Convenience

Q16) Please give your valuable suggestions regarding Big Bazaar over all functioning_________________________________________________

Mention your satisfaction level for following elements 1) 2) 3) 4) Highly satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied 1 ( ( ( ( ( ( ( ( ( ( ) ) ) ) ) ) ) ) ) ) 2 ( ( ( ( ( ( ( ( ( ( ) ) ) ) ) ) ) ) ) ) 3 ( ( ( ( ( ( ( ( ( ( ) ) ) ) ) ) ) ) ) ) 4 ( ( ( ( ( ( ( ( ( ( ) ) ) ) ) ) ) ) )

Elements 1. Location 2. Operating time 3. Parking facility 4. Cleanness of store 5. Spacious shop floor 6. Easy to locate product 7. Quality product 8. promotion offers 9. price fo the product 10. staff helpfulness 11. flexibility in payment mode 12. return of value for money

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Thank you

BIBLIOGRAPHY
Text Books Consumer Behavior: Consumer Behavior: Principles of Marketing: Marketing Management: Albert J. Dells Bittas David L. Loudon Philip Kotler Philip Kotler

Websites: www.consumerbehavior.com www.bigbazaar.com www.panthalone.com www.futuregroup.com