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Submitted by-
Sumit Kumar Yadav
7th Semester
Roll No-1130675094
Under Supervision of
Prafull Srivastava
Fashion Department- Floor Manager
Session 2015-2016
School of Management
MANAGEMENT
ACKNOWLEDGEMENT
I sincerely would like to show my gratitude towards all those persons who have helped me
I am heartily thankful to Prafull Srivastava Sir at Big Bazar for giving me his valuable
guidance for preparing this report. He has been an exceptional mentor during these two
months of training. It has been a great learning experience of being a trainee under him.
I would like to express my special thanks to all the another official who has helped me a
lot during this SIP. Their critical advices helped me to make this report more effective.
I want to give my sincere thanks as I am deeply indebted to my guide Mr. Manish Jain
Sir for her guidance and support throughout our project. She gave me great support to
prepare this project, too. And all who directly or indirectly helped me in preparing this
report.
I do hereby declare that the research report titled Indian Organized Retail Industry with
before for the reward of any Degree/Diploma/Certificate. It is the Original work of mine
Retailing is evolving into a global, high-tech business. Wal-Mart is now the worlds
largest corporation and has become the largest food retailer in the United States. French
based Carrefour is the worlds second largest retailer. Retailing in developed countries is
big business and better organized. But the retail scenario in India is different much of it is
in unorganized sector. There are more than 12 million retail outlets of various sizes and
formats. And almost 90% of them are less than 500 sq. ft. in size and the per capita retail
India has the largest number of outlet in world i.e. 9 outlets for 1000 people. Most of them
are independent and contribute to the retail sales. Because of increasing number of nuclear
families, working women, greater work pressure and greater commuting time, convenience
has become a priority for Indian customers. They ever want things under one roof for easy
access and multiplicity of choice. The growth and development of organized retailing is
driven by two main factors- prices and benefits the customer cant resist.
India is rapidly involving into a competitive market place with potential target consumers
in the niche middle class segments. The market trend indicates tremendous growth
opportunities. The buying behaviour and lifestyle in India too are changing and the concept
of value for money is fast catching on in Indian retailing. This is the evident from the
expansion of the Pantaloons chain into the large format, Big Bazaar. This growth in retail
sector is making the retailers powerful intermediates in the marketing channel, bridging the
always been a thrust area for me. Big Bazaar is at the top position in Indian retail industry.
That is why it attracted me to have summer training (on the job training) in Big Bazaar,
Lucknow. Big Bazaar is the retail chain of Future Retail (India) Ltd. And it provides a wide
As a matter of fact, retail is the buzz word of the Indian economy today. As retail
industry is growing at a high pace I wanted to have an overview of the subject. I have
chosen Big Bazaar retail chain for the summer training (on the job training) because Big
Bazaar retail is very upcoming retail company which is continuously changing its activities
with the change of time. I wanted to understand their marketing activities and liked to relate
To execute the project, I underwent on the job training at Big Bazaar, Phoenix
United Mall, and Lucknow. The interaction with the Human Resource Manager,
Department Manager, Operational Manager, Team Leaders and other staff personnel was
fruitful to me as it cleared many core concepts when it came to practical application what
Part I
1 Introduction 1-18
a) Industry Profile 1
Part II
c. Sample design 68
d. Universe 68
e. Sample type 68
f. Sample size 68
g. Sample Unit 68
Part III
8 Findings 83-84
9 Suggestions/Recommendations 85
10 Conclusion 86-87
11 Bibliography 88
12 Appendix 89-92
INTRODUCTION
Industry Profile-
Retailing:-
The word retail is derived from the French word retailer, meaning to cut a
piece off or to break bulk. In simple terms, it implies a first-hand transaction with the
customer.
Retailing involvers a direct interface with the customer and the coordination of
business activities right from the concept or design stage of a product or offering to its
delivery and post-delivery service to the customer. The industry has contributed to the
economic growth of many countries and is undoubtedly one of the fastest changing and
Retailing today is not only about selling at the shop, but also about surveying the
market, offering choice and experience to consumers, competitive prices and
retaining consumers as well
Retail classification
Retail industry can be broadly classified into two categories namely- organized and
unorganized retail.
Organized retail - Organized traders/retailers, who are licensed for trading activities
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Unorganized retail It consists of unauthorized small shops - conventional Kirana
shops, general stores, corner shops among various other small retail outlets - but
The Indian retail industry is one of the fastest growing in the world. Retail industry in India
is expected to grow to US$ 1.3 trillion by 2020, registering a Compound Annual Growth
The retail market is expected to reach a whooping Rs. 47 lakh crore by 2016-17, as it
India is the fifth largest preferred retail destination globally. The country is among the
highest in the world in terms of per capita retail store availability. Indias retail sector 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. Healthy economic growth, changing
tastes and preferences are the other factors driving growth in the organized retail market in
India.
Indias population is taking to online retail in a big way. The online retail market is
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Increasing participation from foreign and private players has given a boost to Indian retail
industry. Indias price competitiveness attracts large retail players to use it as a sourcing
base. Global retailers such as Walmart, GAP, Tesco and JC Penney are increasing their
sourcing from India and are moving from third-party buying offices to establishing their
The Government of India has introduced reforms to attract Foreign Direct Investment
(FDI) in retail industry. The government has approved 51 per cent FDI in multi-brand retail
and increased FDI limit to 100 per cent (from 51 per cent) in single brand retail.
Source: - http://www.ibef.org/industry/retail-india/infographic
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Market Dynamics
In the past few years, Indian Retail sector has seen tremendous growth in the organized
segment. Major domestic players have stepped into the retail arena with long term,
ambitious plans to expand their business across verticals, cities and formats.
Companies like Tata, Reliance, Adani Enterprise and Bharti have been investing
considerably in the booming Indian Retail market. Along with these giant retailers, a
number of transnational brands have also entered into the market to set up retail chains in
High consumer spending over the years by the young population (more than 31% of the
country is below 14 years) and sharp rise in disposable income are driving the Indian
organized retail sectors growth. Even Tier I & Tier II cities and towns are witnessing a
major shift in consumer preferences and lifestyles, the result of which, they have emerged
The Indian retail sector is highly fragmented and the unorganized sector has around 13
million retail outlets that account for around 95-96% of the total Indian retail industry.
However, going forward, the organized sectors growth potential is expected to increase
The retail companies are found to be rising in India at a remarkable speed with the years
and this has brought a revolutionary change in the shopping attitude of the Indian
customers.
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Growth of Indian retail industry
Organized Retail is emerging as the new phenomenon in India and despite the slump, the
market is growing exponentially. As economic growth brings more of Indias people into
the consuming classes and organized retail lures more and more existing shoppers, by 2015,
more than 300 million shoppers are likely to patronize organized retail chains.
The retail sector in India is emerging as one of the largest sectors in the economy
By 2015, the total market size is estimated to be around US$ 600 billion, thereby
Retail industry is expected to grow to US$ 1.3 trillion by 2020, registering a CAGR
1300
600
518
490
424
368
321
278
238
204
2000 2002 2004 2006 2008 2010 2012 2013 2015 2020E
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Consumer markets in emerging market economies like India are growing rapidly owing to
robust economic growth. India's modern consumption level is set to double within five
years to US$ 1.5 trillion from the present level of US$ 750 billion.
The growing middle class is an important factor contributing to the growth of retail in India.
million today. Also by 2030, 570 million people are expected to live in cities, nearly twice
Thus, with tremendous potential and huge population, India is set for high growth in
consumer expenditure. With India's large young population and high domestic
Increasing urbanization,
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Bottlenecks
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Major Retailers in India
Shoppers' Stop-
Shopper Stop is counted among the top retail companies of India that has thousands of
outlets in PAN India. All the outlets have amazing collection of apparels for men and
women. Company is known for customer satisfaction and selling quality product.
Reliance Retail is counted among the top 10 retail companies of India. It was started in
2006 to capture the growing retail market of India. Company is the part of Reliance
industries that has excellent reputation in the industry. From reliance retail customers have
the facility to buy food items, lifestyle, fashion, consumer electronics products, and home
decorative products.
ITC is a leading retail company of India that was started in 1910 and has been in the
industry from last 100 years and selling quality products in affordable prices. Company
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sells products under brand name of Wills Lifestyle and John players and has thousands of
Tata Group
Mumbai, Maharashtra, India. It was founded in 1868 by Jamsedji Tata and gained
Website www.tata.com
RPG Group
founded by R. P. Goenka in 1979, and initially encompassed the Phillips Carbon Black,
Asian Cables, Agarpara Jute, and Murphy India companies. Later it also opened the
Website www.rpggroup.com
Titan Industries
Titan Industries is the part of Tata Group of companies. It was started in 1984 and has more
than 30 years of industry experience. Company was started with the joint venture of Tata
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group and the Tamil Nadu Industries development corporation. Company has head office
in Bangalore and has seen excellent growth industry. Major Business is Jewelry and Watch
retail
Website www.titan.co.in
India's largest and fastest growing big box fashion retailer, Pantaloons is one of the fastest
concepts and products by infusing the latest trends in fashion and clothing styles,
Pantaloons has a repertoire of lifestyle brands to cater to every consumer's needs across
multiple occasions.
Website www.pantaloons.com
A US $41 billion (Rs. 2, 50, 000 crore) corporation, the Aditya Birla Group is in the
belonging to 42 nationalities. Over 50 per cent of its revenues flow from its overseas
Website www.adityabirla.com
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Retail Formats and Classification
The evolution of retail in India has led to the emergence of the various formats in the retail
industry.
The first hypermarket that was developed was Carrefour in France in 1963.This new format
gave the customer the choice of picking up a product, comparing it with others and then
taking a decision to buy. The decision making of a customer has changed and there are
They fixed product prices before sale and that the customer bought at the set prices
The prices were determined on the basis of stock turns and the amount of profit that
the contribution of various department and this enabled them to drop unprofitable
goods.
The various formats can be classified on the basis of ownership and the merchandise
offered.
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Classification based on ownership: -
1) Independent retailer: -
An independent retailer is the one who owns and operates only one retail outlet .Such an
outlet is managed by the owner & proprietor and few other local hands or family members
working in the shop .Stores like the local kirana store, independent retailers like Benzer,
Amarsons .The retail strategy depends on the location and the product mix .The retailer has
When two or more outlets re under a common ownership, it is called a retail chain .These
stores have the similar merchandise to offer the customer, the ambience, advertising and
The biggest advantage of a chain retailer is that it has the bargaining power with the
suppliers.
3) Franchising:-
A franchise is contractual agreement between the franchiser and the franchisee which
allows the franchisee to conduct business under an established name in return of fee or
compensation .Franchising can be:-A product or trademark franchise - where the franchisee
sells the products of the franchiser operating under the franchisers name eg: Archies.-A
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4) Leased Departments:-
These re also termed s Shop in shops. When section of the department in a retail store
the department to expand its offerings to the customers for eg: counters of perfumes
and cosmetics. These stores display only part of merchandise sold in the anchor stores.
1) Convenience stores:-
These are relatively small stores located near residential areas they are open long hours,
seven days a week and offer a limited but essential and convenient products like bread,
milk, and egg etc .stores like HP Speedmart and in & out stores are some examples.
2) Supermarkets:-
They are large, low cost, low margin, high volume, self-service, operations designed to
meet the needs for food, groceries & other non food items. This format was the grocery
revolution in India and it rule 30 % of the grocery market in many countries .It sells 70 %
food products and every day commodities . Eg: Tesco, Safeway, food bazaar, food world.
3) Hypermarket: -
The word Hypermarket is derived from the French work Hypermarket, Which is a
to about 35 % along with grocery products .High square feet area around 80,000 to 2,
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00,000. Apart from food it also sells nonfood products like clothes, jewelry, sports
equipments, accessories, CD s, electrical appliances etc .Hypermarkets today are like one
stop shop.
They are a typical destination location with low prices and other facilities like Chemist,
ATM, etc.
- Destination offers .Eg: Walmart, Target, Hyper city, Big Bazaar etc.
4) Specialty store: -
i.e.: electronics, furniture, electrical appliances etc. They have a very clearly defined
market and the success lies in serving the needs. They provide a very high level of
information and service of the product. Eg: Ikea, croma, planet sports etc.
5) Department store: -
It is a large scale retail outlet, offend multilevel whose merchandise offer spans a no of
different category. They sell goods like clothing, accessories, cosmetics, house hold goods
and a very broad assortment with fixed prices. Eg: Shoppers stop. Globus, Westside,
pantaloons etc.
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6) Off price Retailer: -
Here the merchandise is sold lesser than the retail price. Off price retailers buy
manufacturers seconds, over runs and off seasons at deep discounts. The merchandise may
be in odd sizes, unpopular colures or with minor defects .It may be manufacturer owned
or by a specialty store. Eg factory Outlet of a brand, like Levis, etc. This format largely
Hyper marts supermarkets: large self-servicing outlets offering products from a variety of
categories.
Mom-and-pop stores: they are family owned business catering to small sections;
they are individually handled retail outlets and have a personal touch.
Departmental stores: are general retail merchandisers offering quality products and
services.
Convenience stores: are located in residential areas with slightly higher prices
Shopping malls: the biggest form of retail in India, malls offers customers a mix of
all types of products and services including entertainment and food under a single
roof.
E-trailers: are retailers providing online buying and selling of products and services.
Discount stores: these are factory outlets that give discount on the MRP.
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Vending: it is a relatively new entry, in the retail sector. Here beverages, snacks
Category killers: small specialty stores that offer a variety of categories. They are
and sporting goods. This is also known as Multi Brand Outlets or MBO's.
Specialty stores: are retail chains dealing in specific categories and provide deep
assortment. Mumbai's Crossword Book Store and RPG's Music World is a couple of
examples
The presence of Indias retail clusters seems to be directly based on the presence of
The top 10 markets consist of metro cities, such Mumbai, Delhi-NCR, Bengaluru
and Hyderabad, including leading tier-1 cities such as Surat, Ahmedabad and
followed by west and north India. Eastern states have the lowest presence of
organized retailers.
Over the last Decade, existing metros have expanded significantly through the
growth of peripheral sub-urban areas, and this has been a key driver of the
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These areas offer the advantages of better planned development, lower rentals and
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Classifying Indian Retailers:
3. Hypermarket
Big Bazaar
Giants
Shoprite
Star
4. Department
Lifestyle
Pantaloons
Pyramids
Shoppers Stop
Trent
5. Entertainment
Fame Ad labs
Fun Republic
Inox
PVR
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Company Profile
Every day, Future Group brings multiple products, opportunities and services to millions
of customers in India. Through more than over 17 million square feet of retail space, they
serve customers in more than 240 cities across the country. Most of all, they help India
shop, save and realize dreams and aspirations to live a better quality of life every day.
Future Retail (initially Pantaloons Retail India Ltd (PRIL)) and Future Lifestyle
Fashions, two operating companies of Future Group, are among the top retail companies
listed in BSE with respect to assets, and in NSE with respect to market capitalization.
On May 2012, Future Group announced 50.1% stake sale of its fashion
chain Pantaloons to Aditya Birla Group in order to reduce its debt of around INR 8000
crores. To do so, Pantaloons fashion segment was demerged from Pantaloons Retail India
Ltd; the latter was then merged to another subsidiaryFuture Value Retail Ltdand
rechristened Future Retail Ltd.
Future Group employs 36,000 people directly from every section of our society.
We source our supplies from enterprises across the country, creating fresh employment,
impacting livelihoods, empowering local communities and fostering mutual growth.
In 2008, Big Bazaar opened its 100th store, marking the fastest ever organic
expansion of a hypermarket. The first set of Big Bazaar stores opened in 2001 in Kolkata,
Hyderabad and Bangalore.
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Future Group
Type Private
Number of 35,000
employees
Website www.futuregroup.in
www.futurebazaar.com
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The groups speciality retail formats include supermarket chain Food Bazaar,
sportswear retailer - Planet Sports, electronics retailer - eZone, home improvement chain -
Home Town and rural retail chain, Aadhaar, among others.
Future Capital Holdings, the groups financial arm provides investment advisory to
assets worth over $1 Billion that are being invested in consumer brands and companies,
real estate, hotels and logistics. It also operates a consumer finance arm with branches in
150 locations.
Other group companies include, Future Generali, the groups insurance venture in
partnership with Italys Generali Group, Future Brands, a brand development and IPR
company, Future Logistics, providing logistics and distribution solutions to group
companies and business partners and Future Media, a retail media initiative.
The groups presence in Leisure & Entertainment segment is led through, Mumbai-
based listed company Galaxy Entertainment Limited. Galaxy leading leisure chains, Sports
Bar and Bowling Co. and family entertainment centres, F123.Through its partner company,
Blue Foods the group operates around 100 restaurants and food courts through brands like
Bombay Blues, Spaghetti Kitchen, Noodle Bar, The Spoon, Copper Chimney and Gelato.
Corporate Statements:-
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Future Group manifesto
Future- the word which signifies optimism, growth, achievement, strength, beauty,
rewards and perfection. Future encourages us to explore areas yet unexplored, write rules
yet unwritten, create new opportunities and new successes. To strive for a glorious future,
it brings to us our strength, our ability to learn, unlearn and re-learn our ability to evolve.
We, in Future Group, will not wait for the future to unfold itself but create future
scenarios in the consumer in the consumer space and facilitate consumption because
Our customers will not just get what they need, but also get them where, how and when
they need.
We will not just post satisfactory results, we will create success stories.
We will not just operate efficiently in the Indian economy, we will evolve it.
We will not just spot trends, we will set trends by marrying our understanding of the Indian
It is this understanding that has helped us succeed. And it is this that will help us succeed
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Rewrite Rules, retain Values
Vision
Future Group shall deliver Everything, Everywhere, Every time for Every Indian
Mission
1. 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.
making consumption affordable for all customer segment- for classes and for
masses.
5. We shall ensure that our positive attitude, sincerity, humility and united
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Core Values:
Respect & Humility: to respect every individual and be humble in our conduct.
Simplicity & positivity: Simplicity and positivity in our thought, business and
action.
Founders' Board:
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Major Milestones:
1987- Company incorporated as Manz Wear Pvt. Ltd. launch of Pantaloons trouser, Indias
1992- Initial public offer (IPO) was made in the month of May.
1994- The Pantaloon Shoppe- exclusive menswear store in franchise format launched
across the Nation. The company starts the distribution of branded garments through multi-
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1997- Pantaloon- Indias family store launched in Kolkata.
2004- Central- Shop, Eat, Celebrate in the Heart of our City- Indias first seamless mall
is launched in Bangalore.
2006- Future capital Holdings, the companys financial arm launches real estate funds
Kshitij and Horizon and private equity fund in division. Plans forays into insurance and
consumer credit.
2007-
2008-
Future Capital Holdings becomes the second group company to make a successful
Total operational retail space crosses the 10 million square feet mark.
Future Group acquires rural retail chain Aadhar from the Godrej Group, which has a
Big Bazaar crosses the 100-store mark, marking one of the fastest expansions of the
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2009-
Future Group celebrates its first Shopping Festival across all retail formats in key
Indian cities.
Future Innoversity starts its campuses in Ahmedabad, Bangalore and Kolkata to offer
Future Group partners with Hong Kong-based Li & Fung Group to strengthen its supply
2010-
Future Group launches its telecom brand T24 in partnership with Tata Teleservices to
Future Group launches products in key FMCG categories through Sach, a brand co-
Future Group connects over 4000 small and medium Indian manufacturers and
2011-
April 2011 KB's Fair price celebrates opening its 200 stores in India
2012-
On 1st May 2012, the company introduced a new retail initiative Public Holiday Sale
Future Supply Chains Express Logistics business became the fastest profitable Express
Business in India
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Future Supply Chains Express Logistics business became the fastest profitable
2013-
Future Group officially launched India's largest State of the Art Logistical Distribution
Hub at Nagpur.
Big Bazaar introduced a unique customer membership program 'Big Bazaar Profit
Club.'
2014-
Future Group partnered with the Fortune 500 Company and one of the largest online
Big Bazaar and Ezone were voted as one of the Top 50 Most Trusted Brands in the
2015-
Future Consumer Enterprise Limited (FCEL), signed an equal joint venture deal with
Big Bazaar announced an exclusive tie-up with a leading mobile wallet company,
MobiKwik.
Future Group forays into M-Commerce with the T24 Mobile App.
2016-
Future Group associated with Bajaj Finserv to launch India's first retail EMI card.
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Future Group's People Office team receives ISO 9001: 2015 certification on Jan 5,
2016.
Future Group acquired its first e-commerce home furnishing store Fab Furnish
FCEL Brands Tasty Treat and Fresh & Pure partnered with FMCG brands like Coke,
Future Group is always being the best in which he deals from retailing to service sector
because of this they have won a ton of awards in the name of their performance, excellence
2016-
Future Group awarded with IMAGES Most Admired Food & Grocery Retailer of the
Future Group awarded with IMAGES Most Admired Food & Grocery Retailer of the
2015-
India's favorite Bazaar was awarded with the title of 'Best Retail Shopping Destination'
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Future Sharp Skills Ltd was awarded with 'The Best International Business Partner' by
Future Retail won the Dun & Bradstreet (D&B) Corporate Award 2015 for its leading
Big Bazaar won the 'Images Most Admired Food & Grocery Retailer of the Year in
Some Back Years Important Awards Following are the categories in which Future
2009-
2008-
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2007
PC World Indian Website Awards Readers Digest Trusted Brands Platinum Awards.
2006-
Asia money Awards, Ernst & Young Entrepreneur of the Year Award,
2004- Images Retail Awards 2004, Reid & Taylor and DLF Awards
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Future Group's operating companies sorted by targeted
markets-
Retail:-
Financial Services:-
Future Ventures
Other Services:-
Future Innoversity
Future Brands
Future Learning
Future Brands
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Future Group retail services sorted by operating companies:-
Food Bazaar
HomeTown
E Zone
Foodhall
FutureBazaar.com (e-retailing)
Easyday
Big Bazaar
Central
Brand Factory
Planet Sports
KB's FairPrice
Future Brands
The Future Group has built a strong portfolio of some of the fastest growing consumer
brands in India. This activity is led through Future Brands India Limited, a specialized
subsidiary company that was set up to create and build powerful brands that address the
aspirations of the new Indian consumer.
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Some of the key brands in this portfolio include, John Miller, Lombard, Bare, DJ&C,
Buffalo and RIG in the fashion and apparel space. Dreamline, present in the home
segment, offers a wide range of products in kitchenware, bed & bath linen, and Home
Dcor categories.
In the food and home care segment brands include Tasty Treat, Premium Harvest, Fresh
& Pure, Care Mate and Clean Mate. In consumer durables and electronics space, the
groups brands include Koryo and Sensei.
Line of Business:-
The company is present across several lines of business which have various formats (stores)
Fashion Central, All, Brand Factory, Blue Sky, Top 10, Fashion Station, Big
Service E-Care.
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Future Retail
Retail forms the core business activity at Future Group and most of its businesses
in the consumption space are built around retail. Future Groups retail network touches the
lives of more than 200 million Indians in 73 cities and 65 rural locations across the
country. The group currently operates around 1,000 stores spread over 16 million square
feet of retail space. Present in the value and lifestyle segments, the groups retail formats
consumers
Future Retail, the groups flagship company, the group manages some of Indias most
Fashion at Big Bazaar - Affordable fashion destinations aimed to make India Thoda aur
stylish
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Food Bazaar - a supermarket chain that blends the look, touch and feel of Indian bazaars
Central - a chain of seamless destination malls. Some of its other formats include
Conveniently Yours
HomeTown - One-stop destination for every need of the aspirational Indian home-owner.
Ethnicity - India's first concept store, which recreates the experience of a traditional ethnic
its customers
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Foodhall - a premium lifestyle food destination
Brand Factory- Indias largest discount retail chain, gives Indian consumers the promise
of revolutionizing discount shopping by offering the best Indian and International brands.
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Big Bazaar Indias Real Retail Story
Big Bazaar, the flagship retail chain of the Future Group, is on the verge of
achieving a unique milestone in the History of World retail- by being the first hypermarket
format in the globe to rollout fastest 101 stores in a short span of seven years.
Big bazaars journey began in October 2001, when the young first generation
entrepreneur Kishore Biyani opened the countrys first hypermarket retail outlet in Kolkata
[Then Calcutta]. In the same month, two more stores were added one each in Hyderabad
and Mumbai, thus starting on a successful sojourn which began the chapter of organized
retailing in India.
conceptualizing the hypermarket idea Mr. Kishore Biyani said, We initially decided to
name the format as Bazaar because we had designed the store keeping the Indian
mandi style in mind. Since the size of the hypermarket was big than an average mandi, the
thought came to name it as Big Bazaar. However we had freezed on the punch line-
Is Se Sasta Aur Accha kahin Nahi much before we met the creative agency to design
Though, Big Bazaar was started purely as a fashion format including apparel
cosmetics, accessory and merchandise, the First food bazaar format was added as shop-In
shop within big bazaar in the year 2002. Today, Big Bazaar, with its wide range of products
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The journey of Big Bazaar can be divided into two phases one pre and the other
post January 26th, 2005 when the company rewrote the retail chapter in India, with the
introduction of a never before sales campaign Sasbe Sasta Din In just one day, almost
the whole of India descended at various Big Bazaar stores In the country to shop at their
Further, what followed was the time and again rewriting of the Indian Retail
experience wherein understanding of the Indian consumers reflected in the products and
services offered, creating innovative deals, expanding in the tier II and tier III towns, tying
up with branded merchandise to offer exclusive products and services to its customers.
The format is expecting the number of footfall in the stores to increase by over 140
million by this financial year over the years, Mr. Biyani for his vision and leadership, and
Big Bazaar for its unique proposition to its customers, have received every prestigious
Says Rajan Malhotra, President, Strategy & Convergence, Big Bazaar, what is
important in our journey is not the number of stores, but the customers faith in us. Its the
India and the Indians, which have helped us, reach this feat in such a short time span and
Rajan Malhotra, who is also the first employee of Big Bazaar, joining the
organization in early 2001 adds, Since beginning, we have kept Big Bazaar as a soft brand,
which reflects the India and the Indianness. We believed in growing with the society,
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participating and celebrating all regional and local community festivals, giving customers
Every Big Bazaar is a small family by its own and the head of the family Karta-
is the store manager. Kishore Biyani, the CEO of the Future Group, has a vast
Future Group is confident of the Indian Retail Story. The group has not slowed
down its expansion plans despite the fiscal woes in the economy present today.
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About Big Bazaar
Type : Hypermarket type
Founded : 2001
Industry : Retail
Website : www.bigbazaar.com
Big Bazaar is a chain of hypermarkets in India, with more than 200 stores in
operations. It is a subsidiary of Pantaloon Retail India Ltd, Future Group, offers a wide
range of products including clothing, footwear, electronic appliances, groceries and kitchen
utensils. You can also buy branded stuff from Reebok, Nike and Puma here. It caters to
every need of your family. Where Big Bazaar scores over other stores is its value for money
The word hypermarket is derived from the French word hypermarche, which is a
The stores occupy an area which ranges from anywhere between 80000 to 220000
sq. ft. and offer a variety of food products like clothes, jewellery, hardware, sports
equipment, books, CDs, DVDs, TVs, electrical equipment and computers etc.
Hypermarkets are today synonymous with one stop shopping. The cheapest prices
will normally be found in these stores. Across the world, hypermarkets are usually part of
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a retail park, along with other shops, cafeterias and restaurants. A key element of
differentiation between the hypermarket and the other retail formats is that they typically
have destination locations. The hypermarkets are designed to attract customers from a
significantly large area with their low price offers, unique range and offers. It is the largest
secure prime locations at the best possible prices and command a strong bargaining power
Customers come in Big Bazaar for purchasing, entertainment and pacing here and there.
It gives many facility to the customers like; Helpline, Baggage Counter, Parking,
Value
Variety
Volume
Food Bazaar
Apparels
General Merchandise: - At Big Bazaar, you will definitely get the best products at
the best prices- thats what it guarantees. With the ever increasing array of private
42
labels, it has opened the doors into the world of fashion and general merchandise
including home garnishings, utensils, crockery, cutlery, sports goods and much
more at prices that surprise us. Here we talk about the department stores, because
Department Stores:-
Carry broad variety and deep assortment organized into separate department for displaying
merchandise,
Utensils
Cosmetics
Plastics
Crockery
Home dcor
Dress Materials Suiting & Shirting
Luggage
Electrical Accessories
Footwear
Toys
Baby Accessories.
Home Textiles
Household Plastics
Home Needs
Linens Sarees
Household Appliances
Stationery etc.
Chains are very diverse and appeal to different markets. They are unique in terms of the
shopping experience they offer, the services they provide and the atmosphere of the store.
They are promotion- oriented. They increase competition with discount and specialty stores
creating problems.
43
Fashion Department at Big Bazaar
At the time of the launch of Big Bazaar, there was no real precedent in the Indian
Market. A western model had to be adapted to suits the needs of the Indian environment.
Various local markets were studied to understand the product mix and the prices offered.
Savings is to the key to the Indian middle class consumers. The store that would be
launched had to offer value to the consumers. Keeping this in mind the concept of Big
In India, when a customer needs something for home, a typical thought is to seek
it from bazaar where a complete range of products is available to the consumers. As the
store offers a large mix of products at a discounted price, the name Big Bazaar was
finalized. The idea was to re-create a complete bazaar, with a large product offering and
Price was the basic value proposition at Big Bazaar. The Big Bazaar outlets
sold a variety of products at prices which were 5 to 60% lower than the market price. The
line Is Se Sasta Aur Accha Kahin Nahi emphasized this. The key question faced by
the management was whether the low margins on the products would allow the company
to sustain growth. With the aim of answer in order to allow the company decides on the
right locations.
44
The key learning which came out of this exercise was that for a large store like
Big Bazaar, a large catchments area was needed. The management decided to stick to the
existing market places within the city as the western model of hypermarkets, where the
store was located in large area on the mid of the city would also really work in India. The
cost of time spent on travels and the cost of petrol in India would really become a plus
point for the customers. Some of the key marketing strategies and promotional activities
Discount Selling:-
Big Bazaar sells all its products at a much cheaper price as compared to the local
markets. The range of discounts ranges from 5 to 60%. Although the store sells the
products at a cheaper rates it does not compromises with the qualities of the products.
Big Bazaar maintains a huge number of brands under its dispose which give the
customers the liberty of buying the product of their favorite brand. This helps the
Big Bazaar also stocks a large product line of a single brand or multiple brands which
give the customers the choice to select the most appropriate product out of many
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Frequent Promotional Activities:-
Frequent promotional programs like Wednesday- Haftey Ka Sabse Sasta Din, Fashion
Shows, Monthly Bachat, Price Challenge, etc. were conducted in store in which the
customers were provided special discounts, offers in addition to the normal discounts and
offers of the store. The main purpose of this sort of activities is to generate in the dull
46
FASHION DEPARTMENT @ BIG BAZAAR, PHOENIX UNITED
MALL
Introduction
Mall, Lucknow. Location of Fashion department is situated on 1st floor of the store. Fashion
department has large range of Product mix. It has collection of huge brands. Fashion
department plays an important role in Big Bazaar as it attracts the customers to visit the
store. Every day, it also contributes almost 50% sale of the entire store.
Process of Fashion
Warehouse (Receiving)
Sub department
Tagging
On floor
Staking (MPM)
Mens wear
Ladies wear
Kids wear
Home Linen
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Mens Wear
Men's Casual
Men's Fabric
Men's Formal
Men's Accessories
Brands Available
AFL
Knighthood
John Miller
DJ&C
Famous Basics
Signature
Shatranj
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VIP
Ladies Wear
Ladies Ethnic
Ladies Western
Ladies Accessories
Brands of Merchandises
Sharisty
DJ&C
SHAYLA
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Kids Wear
Children Wear
Kids Accessories
Brands Available
Power Ranger
Tagging pattern:-
All stores use security tags for preventing the theft of the items that they sell. A
security tag consists of a very small device that emits a radio signal of high frequency.
The signal from the security tag is released all the time and therefore it is not
possible for a customer to leave the store without paying for the product. The tag gives
off an alarm at the exit if you try taking a product without paying for it.
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There is three type of tags-
Soft Tag
Hard Tag
String Tag
Types of Tag-
String Tags:-
These tags are the hard plastic tags or could be paper sandwich
The tags are attached to the item using a hard nylon fastener.
The deactivating pad. If the tag does not beep stop use of the tag.
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Hard Tags:-
Has got two specific parts- The pin and the tag.
Used for apparels above Rs.400 and in certain categories on all the items.
Tags will ring only if the pin is inserted properly Never use bent, damaged or
The pins can be removed only using a detacher, thus care should be
Soft Tags:-
52
A tag must be bent, do not bend any of the pink area of the circuit. Bend 1 cm
These tags should not be put on metal or foil products unless there is at least 1
cm space between the security tag and the product, or else they wont work.
authorities of the store by VM team to make the products on the store look good and more
For that a lot of psychology of humans is used to trick people and impact more on
way that will attract the attention of potential to the customer and motivate them to make
purchase.
merchandise and the imagery of the brand/store the VM is done. Visual merchandising
puts forward the desired image of the store and helps in enhancing the same.
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Designer stores have lesser merchandise and more space to make the product
look and feel expensive (or rightly said RICH). On the contrary hypermarkets have
Influence Buying Behavior: Through the right and attractive display one can
Increase in Bill Size: Putting forth coordinated look makes the customer buy
Advantage of MPM-
Easy to find
Easy to pick
Easy to buy
manufacturing house.
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Space Mix and Space Management
Space Mix:-
For the retailer space is money. The store has to be planned in such a way that it
optimizes the selling area and minimizes the non-selling parts. The selling area is used
to present the merchandise and the non-selling part is accounted for by circulation space,
Area Mix:-
The area mix in a typical department store is: selling area about 60%, circulation area
Circulation
15%
Back Area
Selling 25%
60%
55
Space Management
The placement of merchandise within the store in the most profitable manner is
called space management. It is one of the most important activities, because the location of
merchandise at different location have different values. Some parts of store are more
valuable because customers visit those more frequently, which results in higher sales. It is
Space closest to the entrances and exits is the most is the valuable, and values
The basic function of retail is to provide the right goods to the consumer, at the right place
and time. Through the retail marketing mix we can compete with our competitors and
achieve the sales target. The marketing tools that a retail organization uses to pursue its
Product
Price
Place
Promotion
Presentation
Customer Service
People
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The channels are illustrated in figure given below:
Product
Physical
Place
Evidence
Retail
Marketing
Mix
Presentation Price
People Promotion
Product:-
One of the main elements of the retail marketing mix is the products and /or
Products are also termed as merchandise. The different products that the store
For example, if we consider the Fashion department, the merchandise line comprises:
Mans wear
Mans accessory
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Party wear
Ladies wear
Kids wear
Home fashion
Place:-
The location of the retail store was considered to be the most important element of
Jumbo, Globus, Reliance Trends like stores are situated. It is the best place for Big Bazaar
because it is situated under the Phoenix United Mall which gives a large footfalls in the
store.
Price:-
Pricing is an integral part of the retail marketing mix. The price policy that the
organization decides to follow depends on the customer profile of the target audience for
Big Bazaar gives the good price to the customer price makes the good relationship
to the customers.
Big Bazaar has a punch line Isse Sasta Aur Accha Kahin Nahi
It gives the high discount on the price like; foods products (20%, 25%, 35%),
nonfood products (10%, 20%, 35%), buy one get one free, best Price, buy 3 get one free,
etc.
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Big Bazaar gives many offers to the customer like; the great Indian festival Big
Days, Sabse Saste 3 Din, etc. In these types of days it gives the huge discount on the
products.
Promotion:-
The advertising budget, sales promotion, publicity and the public relations play a
very important role in the competitive world of retailing these help the store to achieve the
short term goals. Promotion may be price led or occasional led, in which case special
merchandise offered by the stores only for the occasion. Most retail organization run
Big Bazaar also provides the promotional offers on festival like Independence Day,
Diwali, New Year, Eid, Valentine day, etc. Discounts depend on the products.
Presentation:-
The manner in which the merchandise is presented at the store level is very
important. This aspect not only deals with the store layout and the ambience created, but
Big Bazaar presents the store as per the season and occasions like; on Diwali store
is decorated with candles and flowers, on Christmas store is decorated with stars, ribbons,
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balloons, Christmas tree and on Independence Day and Republic Day store is decorated
with green, orange, and white balloons, etc. that attract the customers.
People:-
large number of inexperienced workers, who need to put in long hours of work. Most of
the time, these employees are in direct contact with the customer and may face irritated or
unreasonable customer.
The people who work at the front-end of a retail organization are very important,
as they are the manners and products knowledge plays a very important role in building
Physical Evidence:-
It refers to the way product, service, and everything about the retail store, appears
from the outside. Decisions need to be made about the size, shape, colour, material, UPC
bar code, and label of the packaging. It should be customer tested and updated when
needed. It should fall in line with retailers other product offerings as well. Packaging
involves the visual layout, practical setup, and when needed for products, clear and precise
installation instructions.
Physical Evidence can also refer to the people within company and how they dress
and act. It can refer to how your office is set up, the professionalism of your staff, nice
brochures, how you interact with your customer base, and every single visual element
about company.
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Learning Process for Summer Training at Big Bazaar
The following learning process for summer training at Big Bazaar, Phoenix United Mall,
Lucknow was prepared by me. According to this learning process, I had to undertake my
summer training in Big Bazaar. The learning process is given below in brief:-
Merchandising:-
This includes
Inward,
Display,
Replenishing (FIFO),
Offer Updating,
Liquidation Process,
Margins,
Buying,
Outward,
Stock take.
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Customer Service
It has
Customer Movement,
Home Delivery,
Visual Merchandising
It has Signage,
Details of Materials,
VM Frames,
Shelf Talkers,
Execution of Promotions,
Communication of Offers,
Window Display.
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Cash Department
Billing Process,
Handling Cash,
Tallying Cash,
Foreign Exchange,
Grab Process,
Information Technology
REM Knowledge,
SAP Knowledge,
Stock Adjustment,
Scheme Updating
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Hardware Knowledge
Human Resources
PERK,
Sanjeevani,
Fun Zone,
Atithee,
HR Policies,
Prerna,
Saturday Meeting,
Payroll Process,
Skip Meeting.
Operations
Entire SOP,
Opening of Stores,
Security Activities,
H. K. positioning,
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Security Positioning,
Parking Management,
Trolley management,
Waste Management,
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Objective of the Study
other words, it was to get practical exposure of all the marketing skills and how to
management personnel.
To know the customer queries, comments and suggestions about the store and its
products.
To know about the promotional activities done at Big Bazaar to increase the sales.
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Research Methodology
Since the study is on retail sector first the detail observation of the store is been
conducted about its Management team, its structure, the number of departments, which
all brands does the store has, who are its suppliers about its warehouses etc.
questions and response is collected from the customers who are visiting the store. For
For this project the area of research is Big Bazaar, Phoenix United Mall, Lucknow (U.P.)
Market research requires two types of data i.e. Secondary data and Primary data. Primary
data has been used abundantly for the study. Questionnaire is prepared & the survey was
undertaken. Feedback and suggestion for the store has been taken by asking questions
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Sampling Method:
Since the study is restricted to Retail sector, all the functional departments of Big Bazaar
and the respondents are found at the store only so according to the convenience they are
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LIMITATION OF THE STUDY:
The sample size taken is only 50 and as such is very small as compared to the
Respondents might have responded with the actual feelings of facts while giving
Time Constraint
While every care has been taken to eliminate perceptual bias from the side of the
researcher and the respondents however certain element of bias might have set in
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DATA ANALYSIS
1) Gender:
44% Male
Female
56%
Interpretation:
As per the above chart 44% respondents were female and 56% respondents were male who
have filled the questionnaire. It clearly shows that female are more interested in shopping
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2) Age Group:
Above 60 Years
40-60 Years 8%
26-30 Years 8%
Below 18 Years
Below 18 Years 18-25 Years 26-30 Years 31-40 Years 40-60 Years Above 60 Years
Response 0 70% 8% 14% 8% 0
Interpretation:
As per the above chart it is clear that most of the people belong to age group 18-25
Years followed by 31-40 Years than 26-30 Years and 40-60 Years. So on an average
customers age is in between 18-30 Years who visit the store the most. It shows that
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3) What is your family monthly income?
16%
32% Less than 20,000
20,000 - 30,000
24% 30,000 - 40,000
Above 40,000
28%
Interpretation:
As per the above chart it is clear that most of the respondents who came to visit and filled
the questionnaire have family monthly income Above 40,000, followed by 30,000-
family income more than 30,000Rs. Monthly. Only 16% People are having less than
20,000Rs. Family Monthly income. It clearly shows that as the income of the people
increases there shopping habits changes and they tend to shop more from stores and malls.
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4) How often do you shop in a month from Big Bazaar?
4%
22%
Interpretation:
As per the above chart most of the people 40% shop as per requirement when they
need, followed by the people who shop 1-3 times, than 3-6 times and very small amount
The majority of the people who said as per requirement can also be counted under the 1-
3 times and 3-6 times category as well. One thing quite mentioning here is people are not
sure.
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5) How do you go for shopping?
Interpretation:
As per the above chart there not so much difference in both the options given and people
do shopping with pre planned list and as well as spot purchasing, still planned purchasing
is leading with 4% which shows that people prepare some sort of list before going for
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6) What do you mostly shop at Big Bazaar?
Others 30%
Furniture/Home Utensils 8%
Clothings 60%
Electronics 12%
Groceries 44%
Interpretation:
As per the above chart most of the people 70% shop Food Items followed by 60% people
Clothings, followed by 44% people Groceries, than other things. Very small amount of
people shop Electronics and Furniture/ Home Utensils from big bazaar. It means that
people are more interested in food items and fashion because as per age group analysis
most of the respondents were younger generation above 18 years and below 30 years.
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7) Why do you shop at Big Bazaar?
Convenience 44%
Quality 52%
Interpretation:
As per the above chart people are more attracted towards big bazaar because of the Quality
, followed by Convenience and very close to it Low Prices. It clearly shows that big bazaar
is able to provide quality products to the customer. But it can also be seen that still a decent
amount 24% people were not satisfied with the value for money.
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8) Whom you prefer mostly to go shopping at Big Bazaar?
Interpretation:
As per the above chart people enjoy more going on shopping at Big Bazaar with Family
(54%) followed by equal percentage of people 38% -38% each in Alone and With Friends.
It means that people enjoy more with families in Big Bazaar because it provides all the
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9) Are you aware of promotional offers running time to time?
30%
Yes
No
70%
Interpretation:
As per the above chart 70% of the people are aware of the promotional offers running time
to time and only 30% are not aware, it means promotional activities are done quite
effectively still they need more work to reach more people and decrease the amount of
people who are not well aware about promotional offers run by Big Bazaar time to time.
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10) Where do you find the following better?
90%
78%
80%
70% 70% 70%
70%
60%
50% 44%
40%
30% 30%
30%
22%
20% 15%
10% 6%
0%
Promotional
Price Quality Product Range Ambience
Offers
Big Bazaar 70% 70% 78% 44% 70%
Other Retailer Stores 30% 30% 22% 6% 15%
Interpretation:
As per the above chart in each standard people find Big Bazaar better from Price, Quality,
Product Range, Offers, and Ambience but in the product range people are more satisfied
with big bazaar. Other Retailers are competent in Price and Quality higher than other
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11) In which category you are not satisfied with the availability of the products at
the store?
Others 26%
Clothings 30%
Electronics 34%
Groceries 14%
Furniture/Hom
Groceries Electronics Clothings Food Items Others
e Utensils
Response 14% 34% 30% 14% 24% 26%
Interpretation:
As per the above chart people are not satisfied mostly 34% with the Electronic products,
followed by Clothings around 30% people because they want more brands, than
furniture/home utensils 24% people and 26% people with other items.
It shows that Big Bazaar has to work more on the electronic section which comes under
the E-Zone and Under clothings they need to provide some external brand except their
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12) Have you ever faced any of these problems during billing?
No Problem 50%
Interpretation:
As per the above chart people face mostly very slow billing process and vast majority of
the people are having no problems at all. A very few others problems that occurs mostly
are Price mismatch, offers updating and no bar code which occurs not so much.
For slow billing process they need to open more counters on rush timings and some more
advanced training to staff to keep the customers motivated and tensed free.
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13) Do you feel customer service desk is effective in handling customer grievances?
18%
Interpretation:
As per the above chart customer service desk is effective in handling customer grievances
still a decent amount of people are not satisfied and 18% people feels only sometimes they
Customer grievances handling can help the Big Bazaar to make the customer come back
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14) Rate the Sales Personnel at Big bazaar in the following-
70%
60%
50%
40%
30%
20%
10%
0%
Overall, How would You
Staff Was Available In A Staff Answered Your Behaviour of Staff
Rate Customer Service
Timely Manner Questions Members
of Big Bazaar
Excellent 30% 30% 26% 26%
Good 46% 48% 60% 60%
Average 18% 16% 14% 14%
Fair 6% 6% 0 0
Poor 0 0 0 0
Interpretation:
As per the above chart mostly people are satisfied with the sales personnel at Big Bazaar
because almost more than half of the people have rated around 48%-60% in good criteria
which is a good thing and so many people have rated even Excellent. Still there are people
who were not having good experience with staff with in between 6%-14% people.
Despite of small amount of people not satisfied Big Bazaar has to make the staff
personnel more and more better for the customers in behavior and query handling and make
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FINDINGS
As a matter of fact, this summer internship was fruitful for me as I learnt many
management skills practically during training period at Big Bazaar. Right from the
beginning of my training I observed so many things which are the part of daily routine of
Big Bazaar.
I also learnt how to apply all the management skills in the real situation in any
organization. During my on the job training, however, I observed the following things at
The foot- falls of customers are good at Big Bazaar, Phoenix United Mall,
Lucknow.
Customers come at Big Bazaar because it gives the huge discounts and offers.
During big days (5 Days Mahabachat), it has huge crowd of customers and the sale
is very high.
stock.
Team members sometimes do not pay proper attention to the customers on the floor.
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There were many cash counters at the store but they didnt open every day. All cash
counters are open only on festival season or on the mega offers of Big Bazaar.
The order processing take huge time and sometimes gets delayed due to lack of
The collection of vegetables and fruits are done from local markets and local
farmers.
There was at least one meeting of Store Manager with employees in a week.
Employees have the good knowledge about the products in their own sections.
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SUGGESTIONS/RECOMMENDATIONS
The following suggestions could be made for the better performance of Big Bazaar,-
or not.
Signages should be displayed properly on the floor and near the entrance gate.
More security gadgets and checks should be there to control thefts and employees
working.
At least 6 to 8 cash counter should remain open every day to avoid crowd at cash
counter.
Increase the number of supporting staff (team members) on the floor of Food
Increase the brand and products range in the Food Bazaar to increase the sale.
Sitting arrangement and drinking water facilities on the floor for customers should
Some motivational classes should be given so that it keeps the team members and
Time to time some fun activities should be organized so the organization doesnt
Some strict rules and regulations about theft, fraud etc to make sure people try to
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Conclusion
From all the available results this can be concluded that people have huge
expectations from the company. They not only want all the things they are getting from
other companies but in addition they also want some other benefits which in turn can give
Big Bazaar has many brands in Food Bazaar such as Nestle, HUL, Cadbury, Amul,
Tata, Parle, Bikaji, Marico, Adanis Suffola, etc. but after that they do not have the large
product range of these brands that is why they are losing their customers. Since many
In Food Bazaar they have big brands as mentioned above but many times they do
not achieve the target due to the arrangements of merchandise is not good and employees
However, Food Bazaar contributes almost 50% of daily sale of the store. But
sometimes in normal days, Food Bazaar does not achieve the target. In fact, during festival
offers and Big Days, Food Bazaar has the major contribution in attracting customers and
So we can say that customers want huge offers and discounts. If Big Bazaar gives huge
All the customers know about the Big Bazaar that is:
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Although Big Bazaar provides many services yet there are many areas where
customers demand for more than what they should get and which is beyond company
policy like, free servicing, additional free gifts and extra term benefits.
Company also facing some problems from its previous customers side that had
some bad experience about the company product and service. It is due to the less attention
of team members to the customers and not giving them complete information about the
products. Big Bazaar also needs good service at CSD for their customers. In brief, the
organization is working on all these aspects continuously by filling feedback forms from
customers and conducting market research on products range and customers preferences.
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Bibliography
The lists of reference for the purpose of completing this marketing project are as given
below:
BOOKS:
WEBSITES:
http://futureretail.in/
http://www.futuregroup.in/
http://www.ibef.org/industry/retail-india.aspx
http://www.ibef.org/industry/retail-india.aspx
http://info.shine.com/industry/retail/7.html
https://www.kpmg.com/IN/en/IssuesAndInsights/ArticlesPublications/Documen
ts/BBG-Retail.pdf
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APPENDIX
QUESTIONNAIRE
PERSONAL INFO-
Name: - __________________________
Gender:-
o Male
o Female
Age Group:-
Occupation: - ____________________
Locality: -________________________________
Answers the questions on the basis of your experiences with Big Bazaar & Retail
Industry:-
(B) 20,000-30,000
(C) 30,000-40,000
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2. How often do you shop in a month from Big Bazaar?
Planned Purchasing
Groceries
Electronics
Clothings
Food Items
Others
Quality
Low Prices
Convenience
Near To Home
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6. Whom you prefer mostly to go shopping at Big Bazaar?
With Family
With Friends
Self / Alone
Yes
No
Price
Quality
Product Range
Promotional Offers
Ambience
9. In which category you are not satisfied with the availability of the products at the
store?
Groceries
Electronics
Clothings
Food Items
Others
10. Have you ever faced any of these problems during billing? *
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No Bar Code
Price Mismatch
No Problem
11. Do you feel customer service desk is effective in handling customer grievances?
Yes
No
Some Times
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