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PROJECT REPORT
Submitted to Amrita Vishwa Vidyapeetham, School of Arts & Sciences for fulfillment of the requirement for the award of the Degree of Bachelor of Business Management.
BY ASWATHY S PRADEEP AM.AR.U3BBM 10012 IIIrd Semester BBM 2010 2013 Batch
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ACKNOLWLEDGEMENT
I use it as it privilege to thank Mr.Bijith, HR, Big Bazaar Pazhavangadi and Mr.Satheesh.DM of Electronics Department for giving me and guidance to do this project in the organization. I express my heart full thanks all staff and employees who helped me to do the project work in Big Bazaar. I would like to express my sincere thanks to do this project under the guidance of Miss.Renjini (Faculty Guide) Amrita School of Arts & Sciences. I express my sincere thanks to all the persons who kindly responded to my survey. I also express my thanks to Mr.Mahendran (Recruitment Officer) Amrita Vishwavidyapeetham, Amritapuri campus for acting as a stepping stone to my project. Above all and thankful to the God almighty who enabled me to complete the work successfully.
ASWATHY S PRADEEP
DECLERATION
I declare the project report entitled "CUSTOMER SATISFACTION AT BIG BAZAAR" submitted by me for the award of Degree of BBM of Amrita University is my own work. The report has not been submitted for the award of any other degree of this university or any other university.
Place: Trivandrum
CONTENTS
Page No: LIST OF TABLES LIST OF FIGURES CHAPTER I: INTRODUCTION 5 6 8 13 14
CHAPTER II: BIG BAZAAR - AN OVERVIEW CHAPTER III: BIG BAZAAR AND CUSTOMER SATISFACTION CHAPTER IV: ANALYSIS AND INTERPRETATION OF DATA CHAPTER V: SUMMARY OF FINDINGS, SUGGESTIONS AND CONCLUSION
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LIST OF TABLES
Table No:
Title
Page No:
4.1 4.2 4.3 4.4 4.5 4.6 4.7 4.8 4.9 4.10
Age Wise Classification Sex Wise Classification Analysis of Price of Products Analysis of Range of Products Analysis of Quality of Products Analysis of Availability of Products Customer Satisfaction of Store Ambience Qualities of Store Staff Customer Satisfaction of Navigation Customer Satisfaction of Product Display Around the Store
15 17 17 19 20 21 22 23 24
25 26 27
4.11 4.12
LIST OF FIGURES
Figure No:
Title
Page No:
Age Wise Classification Analysis of Price of Products Analysis of Range of Products Analysis of Quality of Products Analysis of Availability of Products Customer Satisfaction of Store Ambience Qualities of Store Staff Customer Satisfaction of Navigation Customer Satisfaction of Product Display Around the Store
16 18 19 20 21 22 23 24
25 26 27
4.11 4.12
CHAPTER DESIGN
THEY ARE:
CHAPTER
TOPIC
INTRODUCTION
II
III
IV
CHAPTER I INTRODUCTION
Customers taste and preferences are changing day by day. Identification of these changes is a major factor because the success of a firm depends on the ability of the firm to adjust with the attitudes of the customers. Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product /service to product /service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behavior such as return and recommend rate. Essentially customer satisfaction is the extent to which customers are happy with the service and products provided by a business. It is an important concept in business because happy customers those most likely to place repeat orders and explore the full range of products /services offered. Severe competition occurs in the field of Multi Level Marketing companies and therefore existence become very difficult. Customer Satisfaction is a major factor for existence and in order to satisfy the customer, identification of major factors influencing customer attitude is necessary.
Big Bazaar is a chain of hypermarket in India. Currently, there are 210 stores across 80 cities and towns in India. Big Bazaar is designed as an agglomeration of bazaars or Indian markets with clusters offering a wide range of merchandise including fashion and apparels, food products, general merchandise, furniture, electronics, books, fast food and leisure and entertainment sections. Big Bazaar is part of Future Group, which also owns the Central Hypermarket, and is owned through a wholly owned subsidiary of Pantaloon Retail India Limited(BSE: 523574 523574), that is listed on Indian stock exchanges. Big Bazaar was launched in September, 2001 with the opening of its first four stores in Calcutta, Indore, Bangalore and Hyderabad in 22 days. Within a span of ten years, there are now 150 Big Bazaar stores in 80 cities and towns across India. Big Bazaar was started by Kishore Biyani, the Group CEO and Managing Director of Pantaloon Retail. Though Big Bazaar was launched purely as a fashion format including apparel, cosmetics, accessory and general merchandise, over the years Big Bazaar has included a wide range of products and service offerings under their retail chain. The current format includes Big Bazaar, Food Bazaar, Electronic Bazaar and Furniture Bazaar.
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1.4 METHODOLOGY:
For conducting the study, both primary and secondary datas have been used. The major sources of data were collected from Big Bazaar publications, websites and interview schedule. In order to have a better representation, a sample of hundred customers was selected for the study. Well structured interview schedule was fixed with all the participants. Printed questionnaire were used to record the response from respondents.
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1.6 LIMITATIONS:
Some of the respondents were not co operative. Time was the major constrain to collect the data. The study does not be able to cover the abnormal factors which are likely to influence the satisfaction of the customer.
Public Retailing 2001 Mumbai, Maharashtra, India Department store More than 40000 people Future Group ~100 www.Bigbazaar.com
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CHAPTER III
14
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It is clear from the above table that 13% of the respondents are in the age group up to 25years, 32% of respondents are in the age group of 26-35, 26% are in the age of 36-45,22% are included in the age group of 46-55,and only 7% of respondents belongs to the age group of above 55. Hence the majority are from the age group of 26-35 years.
7%
13%
26%
Figure 4.1
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Percentage 58 42 100
58% of respondents are Males and 42% are Female. So it is evident that majority of respondents are Male in this study.
It is found from the above table that 32% of the respondents are highly satisfied with the price and 45 % are satisfied and 23 % are dissatisfied. It is clear from the below diagram.
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Ok
45%
Bad
Figure 4.3
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It is found from the above table that 56% of the respondents are highly satisfied with the range and 32% are satisfied and 12% is dissatisfied. It is clear from the below diagram.
Good Ok Bad
Figure 4.4
19
The above table shows that 36% of customers are highly satisfied with quality of products and 41% are satisfied and 23% are dissatisfied. It is clear from the below diagram.
Ok 41%
Figure 4.5
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It is found from the above table that 27% are highly satisfied with availability of products and 52% are satisfied and 21% are dissatisfied. It is clear from the below diagram.
Bad 21%
Good 27%
Figure 4.6
Ok 52%
21
The above table shows that 22% are highly satisfied with ambience and 44% are satisfied and 34% are dissatisfied. It is clear from the below diagram.
22% 34%
Figure 4.7
22
The above table shows that 26% are highly satisfied with quality of staffs and 52% are satisfied and 21% are dissatisfied. It is clear from the below diagram.
21% 26%
Good Ok Bad
53%
Figure 4.8
23
The above table shows that 22% are highly satisfied with navigation and 33% are satisfied and 45% are dissatisfied. It is clear from the below diagram.
22%
45%
Good Ok Bad
33%
Figure 4.9
24
The above table shows that 17% are highly satisfied with product display and 26% are satisfied and 57% are dissatisfied. It is clear from the below diagram.
Good 17%
Bad 57%
Ok 26%
Figure 4.10
25
The above table shows that 37% are highly satisfied with billing process and 41% are satisfied and 22% are dissatisfied. It is clear from the below diagram.
22% 37%
Figure 4.11
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The above table shows that 31% are highly satisfied with Big Bazaar and 46% are satisfied and 23% are dissatisfied. It is clear from the below diagram.
23%
31%
Figure 4.12
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The study is an attempt to understand the customer satisfaction of Big Bazaar, Pazhavangadi.
8. 26% of customers are highly satisfied with the qualities of store staff and 52% are satisfied with that. 9. It is found that only 22% of customers are satisfied with the navigation in the store. 10. It was also found that only 17%of customers are highly satisfied with the product display, majority are not satisfied with product display. 11. Majority of customers are satisfied with billing process. 12. Overall experience of customers was good.37% of customers is highly satisfied.46% is satisfied and 23% are dissatisfied.
5.2SUGGESTIONS
The company can carry out more promotional activities. Facilities given to the customers can be increased. New technologies can be implemented in all departments. Can implement an auto display as in Wal-Mart, about the product to help the customers.
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5.3 CONCLUSION
The concept of everything under one umbrella and competitive price brings more customers to the store. From that we can understand that BIG BAZAAR provides quality products at low price and thus it justify the statement Is se sasta aur accha kahin nahi ! The only problem which can be solved easily is about Navigation & Display. The customers are a little bit unsatisfactory that navigation and display are not up to their expectation.
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BIBLIOGRAPHY
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INTERVIEW SHEDULE
Name: Age: Sex: Tel No: Email ID: Good Ok Bad 1. How would you rate the following in our Store Ambience? Music Temperature Lighting Cleanliness 2. How did you find the following qualities of our Store Staff? Courteousness Grooming Efficiency & Knowledge 3. How would you rate the following in our Products? Range Prices Quality Availability 4. Around the Store Navigation- Ease of moving around the store. Product Display & signages- Ease of finding a product Ease of finding a trolley/basket
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5. How did you find the billing process at our Store? Cashier Interaction Cashier Speed Checkout Counter 6. How was your overall experience?
7. Would you visit our Store again? Yes No 8. Have you utilized any of our other services before? Home Delivery Exchange Gift Wrapping Baggage Counter Parking Alteration Helpline 9. Anything else you would like to share with us?
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