A STUDY ON THE CUSTOMER SATISFACTION OF BIG BAZAAR WITH SPECIAL REFERENCE TO PAZHAVANGADI STORE

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

ASWATHY S PRADEEP AM.AR.U3BBM10012 IIIrd Semester BBM

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

Response towards billing process at the Store Overall Experience of Customers

LIST OF FIGURES

Figure No:

Title

Page No:

4.1 4.3 4.4 4.5 4.6 4.7 4.8 4.9 4.10

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

Response towards billing process at the Store Overall Experience of Customers

CHAPTER DESIGN

THIS STUDY CONSIST OF FIVE MAJOR CHAPTERS

THEY ARE:

CHAPTER

TOPIC

INTRODUCTION

II

BIG BAZAAR AN OVER VIEW

III

BIG BAZAAR AND CUSTOMER SATISFACTION

IV

ANALYSIS AND INTERPRETATION OF DATA

SUMMARY OF FINDINGS, SUGGETIONS AND CONCLUSION

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.

Customer Satisfaction Factors:

Technological and engineering or reengineering aspects of product and services. Type and quality of response provided by the supplier. Supplier's capability to commit on deadlines and how efficiently they are met. Customers service provided by the supplier. Complaint management. Cost, quality, performance and efficiency of the product.

Measurement of Customer Satisfaction:

Customer satisfaction can be measured by using survey techniques and questioners. Questions typically include an element of emotional satisfaction of customers coupled with an element of behavioral satisfaction, as or loyalty to a particular product or service.

Benefits of Customer Satisfaction Service:

The benefits of conducting customers satisfaction service are significant and their impact can last long after the result is analyzed. Customers satisfaction service can use to: Identify area that needs improvement Increase loyalty Identify customer satisfaction.

1.1 STATEMENT OF THE PROBLEM:

In this competitive world lot of multy level marketing companies are there in market and they have variety of products and services line up as well. Some of them are going successful and fue of them are not doing well. This work is an attempt to study about a store BIG BAZAAR, which is a really successful branch of future group. But some of the people are unsatisfied with navigation problem of BIGBAZAAR.

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1.2 SCOPE OF THE STUDY:

The success and failure of a company is purely based on customers satisfaction. Globalization and liberalization has opened up high competition among the business sector. In order to retain the customers and also to attract the new customer the company has to concentrate more ion service provided to the customer. It is through adviser that the customers are being highly influenced. It is an important aspect in ensuring customer satisfaction and customer retention. Therefore there arises the need for BIGBAZAAR to find out the customer satisfaction it is this context that the present study is undertaken.

1.3 OBJECTIVES OF THE STUDY:

To identify the customer's attitude towards Big Bazaar in Pazhavangadi. To give necessary suggestion on the basis of findings of the study. To identify customer satisfaction of Big Bazaar.

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.

1.5 PERIOD OF STUDY:

The interviews are held during the period for the month December to January.

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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.

1.7 REVIEW OF LITERATURE:

Usha Raj (2005)"A study on customers satisfaction of Mediclaim insurance policy" with an objective to study the customers awareness about mediclaim policy and she also find out the fact that the male headed families are mere interested in mediclaim policies and she suggested that the issue of mediclaim insurance policies requires number of formalities and insurance companies take a lot of procedures .The unnecessary formalities and procedures create delay in the issue of policy and settlement of claim. This will create dissatisfaction among customers so the mediclaim insurance companies should adopt the customers centric approach towards the procedure and formalities K.G Manjula (2004) a study on "customer satisfaction Ration shops" examined the existing system of public distribution system in Kerala, the consumption pattern of the people at made appropriate suggestion for improvement. She has found that quality of products bears considerable significant on customer's satisfaction. She has suggested that quality product at reasonable price should be offered to needy persons at the right time and due consideration is to be given to the voice of customers. Prasanti.S (2004) a study on "customers satisfaction among credit card holders" with an objective to measure the satisfaction level of credit card holders regarding the special features of credit cards and she also find out the fact that more than half of respondents were satisfied with validity period, security measures, acceptability of credit card etc and she suggested that only limited number of credit card holders are there in semi urban areas, hence measure should be adopted to popularize credit card among people in rural and semi urban areas.
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CHAPTER II BIG BAZAAR OVERVIEW

Type Industry Founded Headquarters Products Employees Parent Divisions Website

Public Retailing 2001 Mumbai, Maharashtra, India Department store More than 40000 people Future Group ~100 www.Bigbazaar.com

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CHAPTER III

3.1BIG BAZAAR AND CUSTOMER SATISFACTION

For the satisfaction of customers Big Bazaar is providing many offers and loyalty programs. Satisfied customers are the main factors behind the success of Big Bazaar. This may not have gone all right. In all such situations the store gave customers a chance to talk.

3.2 CUSTOMER SATISFACTION

Customer satisfaction a term used in marketing is a measure of how products and services supplied by a company meet customer expectations. Customer satisfaction is defined as The number of customers or percentage of customers, whos reported experience with a firm, its products r its services exceeds. Within organizations, Customer satisfaction rating can have powerful effects. They focus employees on the importance of fulfilling customers expectations.

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CHAPTER IV ANALYSIS AND INTRPRETATION OF DATA

This chapter analysis customer feedback based on the data collected from the sample respondent for the purpose of analysis. The universe of the study being limited to Pazhavangadi Store. A random sampling model is used to capture the opinion of the respondents. Factors used for the study are: Price Range Quality Availability Store Ambience Qualities of Store Staff Billing process Navigation

4.1 Age Wise Analysis of Respondents

Class Up to 25 Between 25 & 35 Between 35 & 45 Between 45 & 55 Above 55 Total No. of Respondents 13 32 26 22 7 100 Source: Primary Data Percentage (%) 13 32 26 22 7 100

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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%

Upto 25 22% 26-35 36-45 46-55 32% Above 56

26%

Figure 4.1

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4.2 Sex Wise Classification

Category Male Female Total

No of respondents 58 42 100 Source: Primary Data

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.

4.3 Analysis of Price of Products

Scales Good Ok Bad Total Source: Primary Data

Opinion (%) 32 45 23 100

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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Good 23% 32%

Ok

45%

Bad

Figure 4.3

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4.4 Range of Big Bazaar Products

Scales Good Ok Bad Total Source: Primary Data

Opinion (%) 56 32 12 100

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

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4.5 Customer Attitude towards the Quality of Products

Scales Good Ok Bad Total Source: Primary Data

Opinion (%) 36 41 23 100

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.

Bad 23% Good 36%

Ok 41%

Figure 4.5
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4.6 Availability of Products in Big Bazaar

Scales Good Ok Bad Total Source: Primary Data

Opinion (%) 27 52 21 100

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%

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4.7 Customer Satisfaction towards Store Ambience

Scales Good Ok Bad Total Source: Primary Data

Opinion (%) 22 44 34 100

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%

Good Ok Bad 44%

Figure 4.7
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4.8 Customers response towards Qualities of Staffs

Scales Good Ok Bad Total Source: Primary Data

Opinion (%) 26 52 21 100

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
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4.9 Customer Satisfaction towards Navigation at Big Bazaar

Scales Good Ok Bad Total Source: Primary Data

Opinion (%) 22 33 45 100

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
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4.10 Customer Satisfaction on Product Display

Scales Good Ok Bad Total Source: Primary Data

Opinion (%) 17 26 57 100

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

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4.11Customer Satisfaction towards Billing Process

Scales Good Ok Bad Total Source: Primary Data

Opinion (%) 37 41 22 100

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%

Good Ok 41% Bad

Figure 4.11
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4.12 Overall Experience of Customers

Scales Good Ok Bad Total Source: Primary Data

Opinion (%) 31 46 23 100

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%

Good Ok 46% Bad

Figure 4.12
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CHAPTER V SUMMARY OF FINDINGS, SUGGESTIONS AND CONCLUSION

The study is an attempt to understand the customer satisfaction of Big Bazaar, Pazhavangadi.

5.1 Summary of Findings:

1. Age wise classification reveals that 13% of customers belonged to age group up to 25, another 32% are in the group of 26-35, 26% are in the group of 46-55 and 7% are in the group of above 56. 2. Sex wise classification reveals that 58% of respondents are males and 42% are females. 3. It was clear that most of the customers are satisfied with price of the product. 4. It was evident from the study that 56% of customers are satisfied with range of the products. 5. Majority of the customers are satisfied with the quality of the products. 6. It was clear that 36% of the customers are highly satisfied with availability of products and 41% are satisfied with that. 7. Majority of customers are satisfied with store ambience.
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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

Feedback forms www.Futurebazaar.com www.Google.com www.Wikipedia.com

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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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