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SYNOPSIS

A Study on
Measuring Customers Satisfaction at Big Bazaar Outlets in Bangalore
Submitted in Partial Fulfilment of the Requirements of University of Mysore for the Award of the Degree of MASTER OF BUSINESS ADMINISTRATION (MBA)

By Pankaj Kumar Reg. No: 12MB7591 Under the Guidance of Prof. Brahm sharma.

LEADERSHIP INSTITUTE OF AIMS 1st Cross, 1st Stage, Peenya, Bangalore 560058 2012-2014

TABLE OF CONTENTS

1) INTRODUCTION 2) STATEMENT OF PROBLEM 3) OBJECTIVE OF STUDY 4) RESEARCH METHODOLOGY 5) SAMPLING DESIGN 6) PLANNING AND ANALYSIS 7) CHAPTER SCHEME 8) QUESTIONNAIRE

(1) Introduction:The Indian retail industry is considered as one of the worlds top five retail markets in terms of economic value. The industry is experiencing exponential growth, with retail development taking place not just in major cities and metros, but also in Tier-II and Tier-III cities. There has been rapid growth in the retail and service sector from the year 2002. Indias retail sector has good contributes towards GDP, making it the most formidable component of the countrys economy with the changing paradigm of marketing and increasing needs of customers and various option in market and the service differentiation of the rival competitors, there is a greater diversification for the need of innovation and creativity. Thus the study is conducted to understand the satisfaction level of consumer which may be influenced by the Price, Quality, and Service Convenience of the products. The project assesses satisfaction level of the customers on Big Bazaar products, comparison between Kirana shop and the competing retail outlets. Customers are moving towards the new trend of retail shopping in shopping malls. The competition is increasing in this retail segment with arrival of any large corporate groups

(2)STATEMENT OF PROBLEM :Indian organized retailing is under transition today, bringing a lot of changes in format of retailing. In this regard measuring customer satisfaction in organized Big Bazaar outlets in Bangalore, preferences and experiences will be of use to shape the retail out lets and their offerings. The changing attitude of consumers led them to step forward from unorganized Kirana stores to the organized retailing formats

(3) OBJECTIVE OF THE STUDY : To analyze the Level of customer satisfaction at Big Bazaar outlet. To compare experiences of customers with competitor outlets. To compare Big Bazaar and Kirana stores on the basis of consumer perception. To measure the customer minds for the further improvements.

(4) RESEARCH METHODOLOGY :Research methodology is a way to systematically solve research problems. It may be understood as a science of studying how research is done scientifically. Descriptive research technique was adopted in the research for the above mentioned problem. A structured questionnaire was prepared and their feedback had to obtain from customers. SOURCE OF DATA COLLECTION Tools of Data Collection In present study both primary as well as secondary data will be used, which will helps in identifying the customer satisfaction towards Big Bazaar retail outlets and towards the KIRANA shops and the latest trends of retailing in India. Primary Data The primary data for the study will be collected by means of structured questionnaire and will be distributed personally to the 100 respondents to get their responses. Secondary data The secondary data will be collected from company websites, lounge books, referrals, internet browsing, Journals.

Design of Questionnaire

The questionnaire will be designed to collect the data to keep in view the objective of the study. It will be mostly closed ended and open ended short questions for the convenience of respondents.

(5) SAMPLING DESIGN :Sampling is that part of statistical practice concerned with the selection of a subset of individual observations within a population of individuals intended to yield some knowledge about the population of concern, especially for the purposes of making predictions based on statistical inference.

Sampling Unit: The sampling unit will be customers who will shop in the retail store or the
similar store.

Sample Size: Sample size will be taken as 100 respondents with respondents from inside and
outside the similar retail outlet.

(6) PLANNING AND ANALYSIS :The primary data will be collected by means of structured questionnaire from 100 respondents and the secondary data will be collected from websites, company reports, magazines, referrals and lounge books. The data collected from the study will be analysed and will be represented by simple graph, tables, and charts and will be interpreted for providing relevant recommendation. Tools used for analysis: Graphs Chart

Limitation of the Study


This study is restricted to Bangalore city only and therefore, the results obtained out of this study cannot be generalized to other parts and rural area of the country. Due to time constraints the sample size is restricted to 100 customers. The analysis will be based on the current data; as such it may lose its relevance in the future. The response of the respondents may be biased.

Scope of the Project


The project aims to reveal the market status & competition for Big Bazaar It helps the company in strategy formulation and planning for further improvements. The study aims to reveal the customer satisfaction towards retail outlets. To know where Big Bazaar is facing problems and where it is having new opportunities in retail sector. To compare with organized retail outlets and unorganized retailers and to study the latest trends of retailing in India.

(7) CHAPTER SCHEME :Chapter 1 - INTRODUCTION The first chapter deals with the introductions about the research topic, backgrounds of the Research topic and explains needs for the study. Chapter 2- RESEARCH METHODOLOGY The research design is covered in the second chapter which consists of statement of the Problem, review of literature, objectives of the study, sampling techniques, methodology used and methods of analysis and limitations of the study. Chapter 3- PROFILES Third industry/company. Chapter 4-DATA ANALYSIS AND INTERPRETATION This chapter defines Analysis of data collected both from primary and secondary sources. Chapter 5 FINDINGS AND SUGGESTIONS It contains the summary of findings and suggestions. This chapter gives summary of findings of the study along with the suggestions. Chapter 6- CONCLUSION This chapter gives conclusion of the study. chapter consist history and present scenario of the

Annexure includes with a questionnaire

QUESTIONNAIRE

Dear sir/Madam, I would like to introduce myself as a MBA (University of Mysore) student of Leadership Institute of AIMS, Peenya, Bangalore and doing a project on the topic A Study on Measuring Customers Satisfaction at Big Bazaar Outlets in Bangalore This project is to be submitted to the University of Mysore for the award of MBA Degree. Hence I, request you to kindly spend few minutes of your valuable time in answering this.

Section A-Identification

1) Name: ___________________________________________ 2) Age: a) 20-30 ( ) b) 30-40 ( ) 3) Occupation: a) b) c) d) e) 4) Address:Government employee ( ) Private Employee ( ) Self-Employee ( ) Professional ( ) Others _________________________________ c) 40-50 ( ) d) 50 and above ( )

5) Education: a) SSC ( ) b) PUC ( )

c) Graduate ( ) 6) Phone No.: 7) Income : a) Below 2,50,000

d) post Graduate

( )

e) others

( )

( ) ( ) ( ) ( ) ( )

b) 2,50,000 4,00,000 c) 4,00,000 -5,50,000 d) 5,50,000-8,00,000 e) 8,00,000 and above

8) How often you purchase from Big Bazaar Store ? a. More than 8 times a month. b. 6-8 times a month. c. 3-5 times a month. d.1-2 times a month. e. Less than once a month. 9) What segment of product do you buy/prefer buying from Big Bazaar Stores? 10) And which of those segment you think is the best in your perspective ?

Q.9

Q.10 a. Food and bakery ( ) ( )

b. Fruits and Vegetables( ) ( ) c. Dairy Products ( ) ( ) d. Toiletries and costmetics( ) ( ) e. Home Ware ( ) ( ) g. Processed food ( ) ( ) 11) While Shopping at Big Bazaar how frequently do the customer service associates interact with you? a. Frequently.

b. Rarely. c. Never. d. On requirement.

12) As compared to other stores, what do you think of the pricingof the products of Big Bazaar ? a. Very low. b. Low c. Almost Same. d. High. e. Very high. 13) In your experience, how long is the time taken for the billing ? a. Less than 2 minuts. b. Between 2 5 minuts. c. Between 6 10 minuts. d. More than10 minuts.

Q14. Which is/are the best part of the Big Bazaar Stores? Q15. And which in your opinion needs improvement? Q14. Q15.

a. Availability of Products and Services ( ) ( ) b. Freshness of Products ( ) ( ) c. Environment of the Store ( ) ( ) d. Packaging of Products and services ( ) ( ) e. Range of products available ( ) ( ) f. The layout of the store. ( ) ( ) g. Quality of the products available ( ) ( ) h. Discount and Incentives on the products ( ) ( )

Q 16. On the scale of 1-5 , please indicate your satisfaction with various aspects of Big Bazaar.

a. Very much Satisfied. (1) b. Satisfied. (2) c. Neither Satisfied nor Dissatisfied. (3) d. Dissatisfied. (4) e. Very much Dissatisfied. (5) i. Quality of Service ________ ii) Attraction of Promotions ________ iii) Visibility of promotions ________ iv) Information regarding promotions ________ v) In-Store shopping environment ________

Q 17. What perception do you hold about Big Bazaar store, Hinoo ? a. Is the best. b. Among the good ones. c. Not upto the mark. d. Not at all good.

Q 18. Any suggestions. ______________________________________________________________________________ ______________________________________________________________________________ ______________________________________________________________________________ _________

THANK YOU FOR PARTICIPATING IN THIS SURVEY.

Signature of Guide.Signature of student.

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