A PROJECT REPORT ON

CUSTOMER SERVICE AT BIG BAZAAR

Conducted at

BANGALORE
Submitted in partial fulfillment of the course requirement of POST GRADUATE DIPLOMA IN MANAGEMENT (AICTE)
Submitted by: Moumita chatterjee External Guide Venu Gopal.S Asst. Store Manager Internal Guide Prof.Saiganesh Lecture

Reg. No- PGDMA11024

(2011-2013)

Dayananda Sagar Business School Shavige Malleswara Hills, Kumaraswamy Layout Bangalore 560078

Guide Certification

This is to certify that the report titled Customer Service at Big Bazaar has been prepared under my guidance and supervision. The report is submitted in partial fulfillment of the requirement for the award of Post Graduate Diploma in Management (Approved by AICTE) by student name Moumita Chatterjee , Reg No PGDMA1124 and this report / study has not formed a basis for the award of any degree or diploma in any university / institution.

Place - Bangalore

Prof.Shaiganesh Date Lecturer

Student Declaration

I hereby declare that the report/ study titled Customer Service at Big Bazaar prepared under the guidance of Prof Shaiganeh , submitted in partial fulfillment of the requirement for the award of Post Graduates Diploma in Management (AICTE) in Dayananda Sagar Business School is my original work and has not been submitted for the award of any other degree/ diploma in any university / institution.

Place - Bangalore

Date

Moumita Chatterjee Signature

ACKKNOWLEDGEMENT

ACKNOWLEDGEMENT

At the outset, I would like to take this opportunity to express my deep sense of respect and sincere gratitude to Prof R K Vijaya Sarathy,Director of Dayananda Sagar Business School (PGDM) for permitting me to take up this project in Samarthanam Trust.

I am very grateful to my project guide, Prof. Jahnavi K.N, for her invaluable advice, resourceful guidance, inspiring instructions, active supervision and constant encouragement without which it would not have been possible to complete this project .

I wish to thank Ms Vijaya Mam,the faculty of Samarthanam Trust for giving me the permission to carry out the project at Samarthanam Trust,Bangalore.

Last but not the least I want to thank all the volunteers of Samarthanam Trust for their co-operation in the course of my project.

CHAPTER

TOPIC

Chapter-1

Literature Review Executive Summary 1.1 Objective of the Study 1.3 Scope of the Study 1.4 Detailed Problem Statement

1 1 2 3 -15 16 -39 40 -53 54 - 58

Chapter-2

2.1 2.2 2.3 2.4

Industry Profile Company Profile Customer Service Customer Service at Big Bazaar

Chapter-3

Profile of the respondents

59

Chapter-4

Research Methodology 4.1 Data Collection 4.2 Limitations of the Study

60 62 63

Chapter-5

5.1 5.2

Data Analysis Chi-square test

64 107 108-113

Chapter-6

6.1 Findings 6.2 Recommendations

114 - 115 116

Chapter-7 Chapter - 8

Conclusions 8.1 Bibliography 8.2 Annexure

117- 118 119

S.no
1

Table Index
Table no 1 showing the occupation of the respondents

Page no

2 Table no 2 showing the area from where the respondents came for shopping at Big Bazaar 3 Table no 3 showing the State from where the respondents came for shopping at Big Bazaar 4 Table no 4 showing the Age group of the respondents who came for shopping at Big Bazaar 5 Table no 5 showing the Gender of the respondents who came for shopping at Big Bazaar 6 Table no 6 showing the Income level of the respondents who came for shopping at Big Bazaar 7 Table no 7 showing the Diff Hyper markets where the respondents basically going for shopping 8 Table no 8 showing the Ranking of Different Hyper markets 9 Table no 9 showing the Different sources of knowing Big Bazaar 10 Table no 10 showing the Different reason to shop at Big Bazaar

11 Table no 11 showing the Different reason to shop at Big Bazaar 12 Table no 12 showing how frequently the respondents were coming to shop at BB 13 Table no 13 showing how much time the respondents spent in Big Bazaar for their shopping 14 Table no 14 showing how much time the respondents spent in Big Bazaar for their shopping 15 Table no 15 showing the scale that how the staff greeted and offered help to the customers 16 Table no 16 showing the scale that how the staff answered for any query to the customers 17 Table no 17 showing Staff showed knowledge of the products/services or not 18 Table no 18 showing Staff offered pertinent advice or not 19 Table no 19showing Staff was courteous throughout or not 20 Table no 20 showing how customers rated overall customer service at BB 21 Table no 21 showing Department Preferred by customers 22 Table no 22 showing whether the Customers are aware of Wednesday Bazaar or not

23 Table no 23 showing whether the Customers are aware of Wednesday Bazaar or not 24 Table no 24 showing whether the Customers are aware of Home Delivery Process Bazaar or not 25 Table no 25 showing whether the Customers are aware of Big Bazaar Gift Voucher option or not

26 Table no 26 showing whether the availability of assistance at Big Bazaar

27 Table no 27 showing whether the Quality of Information delivered or not 28 Table no 28 showing whether the Quality of Service delivered or not 29 Table no 29 showing whether the staffs were friendly and courteous or not 30 Table no 30 showing whether customers query dealt with in a timely manner or not 31 Table no 31 showing were Building & Facilities were Cleaned & maintained or not

EXECUTIVE SUMMARY

LITERATURE REVIEW