

 CHAPTER-1

INTRODUCTION

1
INTRODUCTION
Pantaloon Retail (India) Limited, is India’s leading retailer that operates multiple retail formats

in both the value and lifestyle segment of the Indian consumer marker. Headquartered in

Mumbai (Bombay), the company operates over 5 million square feet of retail space, has over

450 stores across 40 cities in India and employs over 18,000people.

The company’s leading formats include Pantaloons, a chain of fashion outlets, Big Bazaar, a

uniquely Indian hypermarket chain, Food Bazaar, a supermarket chain, blends the look, touch

and feel of Indian bazaars with aspects of modern retail like choice, convenience and quality

and Central, a chain of seamless destination malls. Some of its other formats include, Depot,

Shoe Factory, Brand Factory, Blue Sky, Fashion Station. The company also operates an online

portal, futurebazaar.com.

As customers tastes and preferences are changing, the market scenario is also changing from time to

time. It is the changing tastes and preference of customer which has bought in a change in the market.

Income level of the people has changed. New generation people are no more dependent on haat market

and far off departmental stores. Today we can see a new era in market with the opening up of many

departmental stores, hyper market, shoppers stop, malls, branded retail outlets and specialty stores. .

My study is based on a survey done on customers of a hypermarket named big bazaar. Big bazaar is a

new type of market which came into existence i in India since 1994. It is owned by pantaloon retail India

Ltd. It is a type of market where various kinds of products are available under one roof. My study is on

determining the customers buying behavior of customers in big bazaar and the satisfaction level of

customers in big bazaar. My study will find out the current status of big bazaar and determine where it

2
stands in the current market. This market field survey will help in knowing the present customers

tastes and preferences. It will help me in estimating the customers future needs, wants &

demands.

They are old player in retail sector. The Big Bazaar follows values such as Leadership, Respect,

Valuing and Nurshuring relationships, Simplicity and Adaptablity. Big Bazaar has clearly

emerged as the favourite shopping destination for millions of its consumers across the country.

Its success is a true statement to the emotional bonding with Indian consumers, on account of its

value offerings inspirational appeals an service levels.

Shop till you drop! Big Bazaar has democratized shopping in India and is so much more than a

hypermarket. Here you will find over 170000 products under one roof that cater to every need of

a family, making big bazaar India‟s favourite shopping destination.

At big bazaar you will get best products at best price from apparel to general merchandise like

plastics, home furnishing, utensils, crockery, cutlery, sports goods, car accessories, books, music,

computer accessories, foot wears and many, many more.

Big Bazaar is the destination where you get products available at prices lower than the MRP,

setting a new level of standard in price, convenience and quality.

3
 CHAPTER-2

COMPANY PROFILE

4
5
BIG BAZAAR

Big Bazaar is a chain of hypermarkets in India, with more than 100 stores in operation. It is a

subsidiary of Future Group Venture Ltd's, and follows the business model of United States-

based Wal-Mart. Facilities offered by Big Bazaar Online shopping: Big Bazaar has an official

website, FutureBazaar.com, which is one of the most favorite sites among people of India for

online shopping. Future Bazaar is an online business venture of Future Group, which sells an

assortment of products such as fashion, which includes merchandise for men and women,

mobile accessories, mobile handsets and electronics like home theatres, video cameras, digital

camera, LCD TVs, kitchen appliances and many more.

 Discounts: “Hfte ka sabse sasta din was introduced by the Big Bazaar, wherein extra

and special discounts were offered on Wednesday every week, to attract the potential

buyers into their store.

 Security check: At each exit of Big Bazaar, they use alarm systems or Electronic Article

Surveillance system, which detects the products that has attached tags or not.

1. Big Bazaar is a chain of hypermarket in India, which caters to every family’s needs and

requirements.

2. Big Bazaar has released the doors for the fashion world, general merchandise like sports

goods, cutlery, crockery, utensils, and home furnishings etc. at best economical prices.

6
3. Big Bazaar group offers more than 100 stores all over the country with an amalgamation of

Indian bazaars’ feel and touch with a convenience and choice of the modern retail facilities

4. The worldwide country chain, Big Bazaar, is formed by CEO of Future Group, Mr. Kishore

Biyani. Their basic attraction associated with reasonable prices is their Unique Selling Price.

5. Big Bazaar has become a massive hit with lower middle-class and middle class people as a major

client base.

6. Reflect the look and feel of Indian bazaars at their modern outlets.

GROUP VISION
“To deliver Everything, Everywhere, Everytime to Every

Indian Consumer in the most profitable manner.”

GROUP 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.

2 We will be the trendsetters in evolving delivery formats, creating retail realty, making

consumption affordable for all customer segments – for classes and for masses.

3 We shall infuse Indian brands with confused and renewed ambition

4 We shall be efficient and cost-conscious and committed to quality in whatever we do.

7
Board of directors
1. Managing director

2. Mr kishore Biyani

2. Whole time Director

3. Mr Gopikishan Biyani

4. Mr Rakesh Biyani

. Director

Mr Shailesh Haribhakti

Mr S.Doreswamy

Mr Darlie Koshy

Mr. Anil Harish

8
BIG BAZAAR SUPER CENTER

BIG BAZAAR Raipur Telibandha 36 Mall

OUTLET 140 OUTLETS

Parent Group Future Group

Owner Kishore Biyani

Founded 2008

Head Quarter Jogeshwari,Mumbai

Industry Retail

Tagline Isse sasta or Accha KahiNai

9
 CHAPTER-3

OBJECTIVES & SCOPE

OF STUDY

10
OBJECTIVES

1. To analyze how the mix influence the customer satisfaction level.

2. To determine the current status of big bazaar.

3. To study the satisfaction level of customers with regard of big bazaar.

4. To find out the buying behavior of the customers coming in to Big Bazaar.

5. To identify main competitors of Big Bazaar with regard to services

IMPORTANCE OF STUDY
Its provide guideline for further research in area for organized retail. Research says about

customer buying behavior towards Big Bazaar. The research is also important to identify Market

size, growth and Market Potential of Big Bazaar. The research shows future Scenario of Big

Bazaar in current perspective. The study shows Opportunities and challenges for Big Bazaar

respect of internal & external environment. Research say about main competitors in the field of

organized retail sectors. The study provide guideline to further extension of Big Bazaar. The

study provide help to know the customers satisfaction with Big Bazaar stores. It is being

conducted for the Big Bazaar store in Raipur City, to find out customer preferences in choosing

Big Bazaar . It is required to find out the preferences based on certain aspects (price, income,

levels selection of products satisfaction level of customers).

11
SCOPE OF STUDY
The scope of this research is to identify the buying behavior of customers of Big Bazaar. This

research is based on primary data and secondary data. This study only focuses on urban buying

behavior of customers. The study does not say anything about rural buying behavior of customer

because rural norms/status/attitude & acceptance of the rural customers differs with urban

customers. It provides help to further the research for organized retail sector. It aim to understand

the skill of the company in the area like technological advancement, competition in management.

CORE VALUES

1 Indianness-Confidence in ourselves.

2 Leadership-To be leader in thought & business.

3 Openness-To be open in & receptive to new ideas, knowledge & information.

4 Adaptability-To be flexible & adaptable, to meet new challenges.

12
 CHAPTER-4

RESEARCH METHODOLOGY

13
Methodology adopted for study

Observing the working of various departments like finance. Human resource, marketing,

purchasing, production.

Discussion with the executives, managers, employees.

Visiting & surfing websites of company.

Meaning

Research Methodology is a set of various methods to be followed to find out various

Information‟s regarding market strata of different products. Research Methodology

is required in every industry for acquiring knowledge of their products.

Area of study

The study is exclusively done in the area of marketing. It is a process requiring care,

sophistication, experience, business judgment, and imagination for which there can be no

mechanical substitutes.

14
Sources of Data

Primary Source

Secondary Source

Primary Source- collecteion of data by sending out Questtionare to the peoples the responses

to which are analysed and presented in the report. The Data received from the people in the

survey are sorted and filtered according to object of survey. The data is then processesd and

analysed to extract important information pertsining to performance of Big Bazaar in Raipur

CityThe primary data was collected by means of a survey. Questionnaires were prepared and

customers of the big bazaar at two branches were approached to fill up the questionnaires. The

questionnaire contains 15 questions which reflect on the type and quality of services provided

by the Big bazaar to the customers. The response of the customer is the Big bazaar to the

customers. The response of the customer is recorded

on a grade scale of strongly disagree, disagree, uncertain, agree and strongly agree for each

question. The filled up information was later analyzed to obtain the required interpretation and

the findings.

Secondary Source- In order to have a proper understanding of the customer service of Big

Bazaar a depth study was done from the various sources such as books, a lot of data is also

collected from the official websites of the Big bazaar and the articles from various search

engines like Google, yahoo search and answers.com.

15
RESEARCH DESIGN

The research design is exploratory till identification of customer services parameters. Later it

becomes descriptive when it comes to evaluating customer perception of customer service of the

big bazaar.

Descriptive research, also known as statistical research, describes data and characteristics

about the population or phenomenon being studied. Descriptive research answers the questions

who, what, where, when and how.

Although the data description is factual, accurate and systematic, the research cannot describe

what caused a situation. Thus, descriptive research cannot be used to create a causal relationship,

where one variable affects another. In other words, descriptive research can be said to have a low

requirement for internal validity.

The description is used for frequencies, averages and other statistical calculations. Often the best

approach, prior to writing descriptive research, is to conduct a survey investigation.

Qualitativeresearch often has the aim of description and researchers may follow-up with

examinations of why the observations exist and what the implications of the findings are.

16
RESEARCH SAMPLE

SAMPLING PLAN:

Since it is not possible to study whole universe, it becomes necessary to take sample from the

universe to know about its characteristics.

 Sampling Units: Customers of Big bazaar.

 Sample Technique: Random Sampling.

 Research Instrument: Structured Questionnaire.

 Contact Method: Personal Interview.

SAMPLE SIZE:

The work is a case of Big bazaar one of the Retail Sector industry together representing great per

cent of the market share of Indian retail sector. The survey was conducted in the city of Raipur

with Pandri branch of big bazaar, with 100 customers as respondent

DATA COLLECTION TOOL

Data is collected from various customers through personal interaction. Some other information

is collected through secondary data also. Data was collected through a structured

questionnaire, likert technique is used. Likert scale is simply a statement which the respondent

is asked to evaluate according to any kind of subjective or objective criteria, generally the level

17
of agreement and disagreement is measuredLikert scaling is a bipolar scaling method,

measuring either positive or negative response to a statement

The questionnaire consists of two parts. The first part consists of three questions concerning the

demographic information of the respondent such as the name, age, educational qualifications and

income. The second part consisting of 15 questions exploring the respondent‟s perception about

the customer services of big bazaar.

RESEARCH LIMITATIONS

 The study is only for the big bazaar confined to a particular location and a very small

sample of respondents. Hence the findings cannot be treated as representative of the entire

retail industry.

 Respondents may give biased answers for the required data. Some of the respondents did

not like to respond.

 Respondents tried to escape some statements by simply answering “neither agree nor

disagree” to most of the statements. This was one of the most important limitation faced, as

it was difficult to analyse and come at a right conclusion.

 The dissertation is based on the use of secondary data. It gives us a birds eye view of the

Big Bazaar.

 Time was a biggest constraint but all efforts were made by me to collect all the relevant

information for the dissertationIn our study we have included 50 customers because of time

limit.

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 CHAPTER-5

SERVEY AND COMPARISION BETWEEN

BIG BAZAAR AND SPENCER

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Spencer:

Spencer was established in the year 1996. This days it is one of the largest supermarket in India.

It offer complete range of products & durables, from bread to bed cover; from toothpaste to even

television set. Spencer retail is one of the fastest growing retail company with approximately 2

million square feet of retail space and more than 400 stores in 65 cities. Spencer retail in India is

enviable but challenging position instead of trying to generate new business it is struggling to

keep up with explosive growth. By 2004 retail industry was growing rapidly in India, and

Spencer‟s Retail decided to pursue an aggressive expansion strategy. The company had the

customers, the products and the employees to make it happen.

20
OBJECTIVES AND METHODOLOGY

The objective of the study is to analyze performance of two hypermarkets retail chains i.e. Big

Bazaar and Spencer‟s based on the information collected from customers. To understand

customers shopping habits of customers are inquired. To examine the performance of the two

retail chains from the point of view of customers,The study is made with reference to two hyper

market chains- Big Bazaar and Spencer‟s. Customer perceptions and attitude towards these

stores are obtained from customers through questionnaire method. The respondents are random

person. They are requested to spare some time to provide answers to the study. As such the

sampling technique used in the study is purposive- aimed at capturing opinions based on recent

and former experiences. About 50 respondents are interviewed.

Profile of respondents

The demographic characteristicsof respondents are as given under.

Age- Most of the respondents belong to the age group of 26-35years . They constituted to 79%

of the samples .

Gender- The percentage distribution of female respondents was slightly higher than male

respondents being 56% females and 44% males.

21
Survey on Supermarkets:

1. Have you heard about Big Bazaar Retail.

Yes 96

No 4

2. Have you heard about spencer‟s Retail.

Yes 84

No 16

3. How often you visit Big Bazaar

Once In a week 30

Once in a month 50

When a need arise 20

4. How often you visit Spencer‟s

Once In a week 20

Once in a month 50

When a need arise 30

22
5. Are you satisfied by the product range available in Big Bazaar

Yes 60

No 40

6. Are you satisfied by the product range available in Spencer‟s

Yes 50

No 50

7. Big Bazaar in FMCG

Excellent 4

Good 16

Average 40

Below Average 30

Poor 10

23
8. Spencer‟s in FMCG

Excellent 10

Good 50

Average 20

Below Average 14

Poor 6

9. Do you like Big Bazaar garment department

Yes 70

No 30

10. Do you like Spencer‟s garment department

Yes 60

No 40

24
FINDINGS

 Big Bazaar has better product range as compared to Spencer‟s

 Big Bazaar have greater acceptance among the consumers in comparison to Spencer‟s

 FMCG products have acceptance of all offerings of Spencer‟s among consumers

 The consumer are more satisfied with the offers provided by Big Bazaar as compare to

Spencer‟s.

 Big Bazaar has better promotional scheme than a spencer‟s

SUMMARY OF PROJECT:
Big Bazaar appears to be one of the successful hypermarket, it has been observed that

better customer service can contribute to the shopping mood & satisfactory level of the

customer. The present day study reported that the product range available in big bazaar is

satisfactory and customers are switching from convenience store to hypermarket and this

trend continues if advantages outweigh the inconvenience of reaching the store in dense

traffic. Big Bazaar has to focus attention on improving it to become ideal store to

customers, improvements in level of service, atmosphere and prices are to be the first

priority. Next priority attribute are quality of display, reliability and merchandise range of

quality.

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 CHAPTER-6

ACTION PLAN FOR PROVIDING

SMOOTH SERVICES FOR THEIR
CUSTOMERS

26
4 P’S OF BIG BAZAAR

PRODUCT MIX

Apparels Home Care Chill Station Farm Produce

Denim&shirts shampoos softdrinks fruits

Fabrics Detergents Packaged Juices Vegetables

Formal Wear Soaps Milk Items Imported Fruits

Casual Wear Liquid Wash Frozen Foods Dairy Products

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PRICE MIX

1. Value Pricing (EDLP)

2. Promotional Pricing

 Low Interest Financing

 Psychological Discounting

 Special Event Pricing

3 .Differentiated Pricing

 Time Pricing

4. Bundling

PLACE MIX

 Initially Identifies Future/Potential development areas.

 Acquire such areas at an early phase before the real estate value booms.

 Located at high traffic areas.

 Design to look crowded

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PROMOTION MIX

 “Saal Ke Sabse Saste 3 Din”

 Future Card(3%Discount)

 Advertising(Print ads, TV Ads, Radio)

 Brand Endorsement by M.S DHoni

 Exchange Offer

 Weekend Discount

29
Five Force Analysis: Competitors

1. Buyers switching cost is low

2. Firm can adjust prices quickly

3. Price elasticity of demand.

4. Use strong cash flows from other sector.

30
Five Force Analysis: Suppliers

1. Locally sourced suppliers

2. Big Companies like P&G & HUL.

3. Home grown brands like D&G John miller.

4. Local supplies provide flexibility.

5. Contracts with large firms provides efficiency.

Five Force Analysis: Customers

1. Low switching costs.

2. Transportation cost

3. Because of wider product offering the customer will not have options in every

segment.

31
Threat of New Entrants

 Economies of scale.

 The new entrants that are entering the retail scenario today are those which have with

them a lot of backing from the financial institutions who are willing to finance their

ventures e.g. Reliance Fresh.

 High initial investments and fixed costs

 The cost of initial investment is very high as the prices of real estates have started

growing very high.

 Cost advantages over existing players due to experience curve effects

 Existing players have the first mover‟s advantage in the market.

 They already have their brand setup and customers are aware of the brand.

Threat of Substitutes

 Indians love to chat with the shopkeeper and the purchase decision is heavily influenced

by the „expert‟ comments of the shopkeeper

 The friendly greeting and affection of your regular grocer cannot be easily replaced

 The big retailer tend to be impersonal, there is no help around, and the sheer range of

choice can be confusing.

32
Competitive Rivalry between existing players:

 There are many players of about same size like D-Mart, Vishal, Subhiksha, Spencer‟s,

Reliance.

 There is not much differentiation between players and their products

 The existing player don‟t have much difference in terms of the product range they are

offering to the customers. This thus result in price competition

 Low market growth rates

 The growth of particular company is possible only at the expense of a competitor and

capitalizing on the mistakes committed.

 Barriers for exist are high.

 High investments by the players makes it very difficult for them to exist the current

scenario in the industry.

 Scarcity of important resources.

 As there is rapid expansion in this industry and there are more and more new players

coming in.

 The avaiblity of skilled labour is very low in current scenario

 The existing staff is already employed by existing players.

33
Customer Service of Big Bazaar
Point of Purchase Promotion Customer service is the provision of services to customers before,

during and after a purchase.

According to Turban “Customer service is a series of activities designed to enhance the level of

customer satisfaction – that is, the feeling that a product or service has met the customer

expectation."

Its importance varies by product, industry and customer; defective or broken merchandise can

be exchanged, often only with a receipt and within a specified time frame. Big Bazaar will often

have a desk or counter devoted to dealing with returns, exchanges and complaints, or will

perform related functions at the point of sale; the perceived success of such interactions being

dependent on employees "who can adjust themselves to the personality of the guest,"

Customer service plays an important role in an organization's ability to generate income and

revenue. From that perspective, customer service should be included as part of an overall

approach to systematic improvement. A customer service experience can change the entire

perception a customer has of the organization.

Customer support is a range of customer services to assist customers in making cost effective

and correct use of a product. It includes assistance in planning, installation, training, trouble

shooting, maintenance, upgrading, and disposal of a product.

A multi-task position drawing on extensive CUSTOMER SERVICE experience to advance a

proven track record for developing and maintaining key accounts and improving departmental

efficiencies. „Satisfaction is defined as a post consumption evaluation that the chosen alternative

34
is consistent with prior beliefs and expectations (with respect to it). Dissatisfaction, of course, is

the outcome when this confirmation does not take place.

Consumer satisfaction is the outcome when expectations are matched by service experience,

conversely, dissatisfaction occurs when there is a mismatch and expectations are not fulfilled by

the service delivered.

The Importance of Customer Satisfaction

In principle, an organization can increase its turnover in two ways:

1. Increase sales to existing customers: In order for the organization to do this, the customers

need to be satisfied and still want to buy more products and services from the organization.

2. Win new customers: In order to the organisation to do this, the new customers need to form a

positive impression of the organisation. This impressionmay be formed either through

marketing

3. and sales initiatives or because satisfied customers speak favorably of the organisation‟s

products, services, and staff.

Customer satisfaction is crucial to the organisation‟s future, because:

• Satisfied customers come back. Dissatisfied customers do not come back.

• Satisfied customers are often “goodwill” ambassadors and help the organisation to win more

customers. Dissatisfied customers share their dissatisfaction with anyone who will listen and

in the process give the organisation a bad reputation.

• Satisfied customers are usually prepared to buy new products/ services from the organisation.
Dissatisfied customers rarely return as customers.

35
• Potential customers are more inclined to listen to existing and previous customers than to
theorganization‟s marketing campaigns. The “information service”provided bydissatisfied
customers can spoil the effect of even the most powerful marketing campaigns.

• Satisfied customers are a source of inspiration to the organization and contribute to giving the
employees increased job satisfaction.

It is very important for an organization to satisfy the needs and expectations of their customers.

The organization should deliver quality products and services to their customers in order to

maximize the repeat clientele. Strategically, they should try to provide all the services and

products in the same way, which they promised during the campaigns and advertisements.

Objectives of Customer Services

o Provide customers and staff with clear standards and expectations

o Ensure all customer contact reaches an appropriate conclusion

o Minimize incidences of repeat contact

o Seek to provide a seamless service for customers

o Provide equal and easy access to our services at a time, place and channel that meet the

needs of residents, businesses and other stakeholders

o Cater for customers needs irrespective of age, gender, physical or financial ability, ethnic

origin, race, religion or geographical location

o Provide a prompt, courteous and knowledgeable response to all customer enquiries.

o Equip a staff to provide customers with an excellent standard of service

36
 o Enable the customers to provide feedback easily, through complaints, customer surveys,

etc

o Use customer compliments, comments and complaints to drive improvements to service

o Improve the speed, quality and consistency of response to enquiries by having our

information in a format that can be easily accessed

Customer Segmentation of Big Bazaar

Big Bazaar target higher & upper middle class customers.

The large and growing young working population is a preferred customer segment.

Big Bazaar specially targets working women & home markets who are the primary decision

maker.

Good customer service is the lifeblood of any business. You can offer promotions and slash

prices to bring in as many new customers as you want, but unless you can get some of those

customers to come back, your business won't be profitable for long.

Good customer service is all about bringing customers back. And about sending them away

happy - happy enough to pass positive feedback about your business along to others, who may

then try the product or service you offer for themselves and in return become regular customers.

37
Big bazaar use 8 golden rules to deal with Customer Services.


Answer the phone.


Don‟t make promise unless you will keep them.

Listen to your customer.

Deal with complaints.

Be helpful.

Train your staff to be always helpful, courteous and knowledgeable

Take the extra step.

Throw in something extra

Customer satisfaction in big bazaar

The degree of customer satisfaction you deliver determines the level of

long- term success you will achieve in business.”

Customer satisfaction their top priority

Don't just make sales. Create customers - satisfied customers. In addition to the

Immediate profit they provide on the first sale, satisfied customers help you build

38
your business in 2 other important ways:

1. They become a reservoir of repeat buyers. For some businesses that means repeat buyers for

more of the same product or service. For every business, it means buyers for additional products

and services.

2. They automatically refer more business to you from their friends and business

contacts. This is highly profitable business for you because it doesn't cost you any time or money

to get it.

Customers services offered by Big Bazaar

 Online shopping: Big Bazaar has an official website, FutureBazaar.com, which is one of the

most favorite sites among people of India for online shopping. Future Bazaar is an online

business venture of Future Group, which sells an assortment of products such as fashion,

which includes merchandise for men and women, mobile accessories, mobile handsets and

electronics like home theatres, video cameras, digital camera, LCD TVs, kitchen appliances

and many more.

 Discounts: “Hfte ka sabse sasta din was introduced by the Big Bazaar, wherein extra and

special discounts were offered on Wednesday every week, to attract the potential buyers into

their store.

 Security check: At each exit of Big Bazaar, they use alarm systems

or Electronic Article Surveillance system, which detects the products that has attached tags or

not.

39
Customer oriented Strategy

 Attracting & retaining customers.

 Uses Non- Traditional Strategy.

 Moving demo-trolley.

 Used young population as strategic blessing.

 Attractive Design, interior & good atmosphere

Competitors of Big Bazaar with regard to services

 Wal-Mart

 Vishal mega mart

 Local retailers

 Easy day

 Spencer‟s

40
Big Bazaar targets to be achieved

 The aim is to increase the retail business to around 30 million square feet by 2011 as
compared to 8 million square feet of now.

 To become a substantial part of every Indian‟s wallet.

 To get across 30% of the population of entire nation which is now just 8%.

 To increase organized retail from 3% to at least 18-20% in next 2 years

Expansion plan of Big Bazaar in Chhattisgarh:

Indian hypermarket chain big bazaar is plaining to expand its retail presence in state chhattisgarh

in the near future.

The retailer will focus on industrial belts in the state and cities such as korba, raigarh and bhilai

to further its retail presence.

Big bazaar area manager Mr. Naveen singh told business standard that the company has a good

scope of expansion in the state and had started working on the plan.

“The future group are very bullish about Chhattisgarh and the company is planning to expand its

operation in different parts of the state.The hypermarket chain is part of the future group and

currently operates four outlets in the state.

The company has hosted a „six days mahabachat‟ event across all the big bazaar, food bazaar and

FBB outlets in the country to commemorate the independence day week, the retail major has

offered various promotional deal on daily house hold need and food and grossery to apparel,

footwear, toys language, kitchenware, homedecor furniture, electronics and more.

41
Big bazaar hypermarket comes in Raipur Chhattisgarh

Raipur, India, july 19, 2007- Pantaloon retail (india) ltd. , a part of the future groups announced

its entry in the state of Chhattisgarh with the opening of its largest chain of hypermarket store-

big bazaar – in Raipur city. Widely known for its unbelievable pricing and unmatched offer

throughout the year, the popular big bazaar will cater to the entire household need of the citizen

of Raipur city.

Spread over an area of 51000 sq. feet, big bazaar located at city mall 36 in Raipur is a big

hypermarket store and promises to offer never before shopping experience. Pantaloon retail

(India ltd.) has total of 60 big bazaar and 91 food bazaar stores across the country.

Mr. Sandeep maravah, business head, east zone, pantaloons retail ltd. “Big bazzar has brought

convenience plus rich shopping experience to the people of Raipur.

42
 SWOT ANALYSIS:-
1. Strengths

 Everyday low pricing

 Point of purchase

 Experience marketing team executive staff

 Emphasis on providing total customer satisfaction

 Variety of stuff under single roof

 Maintain good employee-employer relationship

2. Weakness

 Failing revenue/sq.ft

 Unable to meet store targets

 Unavailability of popular brands

43
3. Opportunities

Population of country is growing where the scope of market is kept on increasing for retail

sector.

Evolving consumer preference

Organized retail presently nearly 5% in India. So it acts as a great opportunity to the organization

for its growth.

4. Threats

 Competition from organized retail players which are in market and are emerging.

 Competition from retailers like Easy day, Spencer‟s, Wal-Mart, Vishal Mega Mart etc..

44
Ques. Income

MONTHLY FREQENCY PERCENTAGE CUMULATIVE

INCOME
PERCENTAGE

Below 10000 4 4 4

10000-20000 20 20 24

20000-30000 24 24 48

30000 and above 52 52 100

Total 100 100

Income
Below 10000

10000-20000
10
20000-30000

30000 and above

26

45
INTERPRETATION

From the table and graph above it can be seen that

 4% respondent‟s income are below 10000.

 20% respondent‟s income are between 10000 to 20000.

 24% respondent‟s age income are between 20000 to 30000.

 52% respondent‟s income are above 30000.

Q. Educational qualifications

Category Frequency Percentage Cumulative

percentage

Under graduate 24 24 24

Graduate 52 52 76

Post graduate 24 24 100

Total 100 100

46
 education

60

50

40

30 education

20

10

0
undergraduate graduate post graduate

INTERPRETATION

From the table and graph above it can be seen that

 24% respondents are Under graduate.

 52% respondents are Graduate.

 24% respondents are Post graduate.

47
Q.1 How frequently do you visit Big Bazaar.

Twice in a week 14

Once in a week 36

During special offers 30

Whenever the need arise 20

Total 100

14 36 30 20

twice in a week once in a week During special whenever

offers needs arise

48
INTERPRETATION

This is aimed at understanding how frequently customer visit shops & buy their product or avail
their services. The highest responses have been attributed to once a week shopping. Such
customer can be presumed to have high disposal income & may buy more daily & fashion
products. Whereas 15% of them visit during special offers, 18% when need arises, 7% twice in a
month.

Q.2 Are you happy with the location of Big Bazaar.

SCALE FREQUENCY PERCENTAGE

Yes 66 66

No 34 34

Total 100 100

location

yes
no

49
INTERPRETATION

Big Bazaar physical facilities are visually appealing. From this statement I found that 66% of

people are happy with the location of big bazaar as compare to other 34%. It means that big

bazaar is available at most preferred places

Q.3Staff was available in a timely manner.

SCALE FREQUENCY PERCENTAGE CUMULATIVE

PERCENTAGE

EXCELLENT 36 36 36

GOOD 48 48 84

AVERAGE 6 6 90

FAIR 10 10 100

TOTAL 100 100

INTERPRETATION:

Total sample size was 100. Here analysis shows that among the total respondents 48% people are

agreed with this statement. They think Big Bazaar staff was available in timely manner

50
.Q.4 Staff greeted you and offered to help you.

SCALE FREQUENCY PERCENTAGE

EXCELLENT 2 2 2

GOOD 20 20 22

AVERAGE 30 30 52

FAIR 36 36 88

POOR 12 12 100

40

35

30

25

20

15

10

0
EXCELLENT GOOD AVERAGE FAIR POOR

51
INTERPRETATION

Employees in Big bazaar are willing to help you. With this statement more respondent give

weightage to average. Good were 10 people i.e. 20% respondents, 18 people agreed i.e. 36%

respondents agreed

Q.5 Staff answered your questions

SCALE FREQUENCY PERCENTAGE CUMULATIVE

PERCENTAGE

EXCELLENT 16 16 16

GOOD 42 42 58

AVERAGE 26 26 84

FAIR 10 10 94

POOR 6 6 100

52
 45%

40%

35%

30%

25%

20% Series 1

15%

10%

5%

0%
EXCELLENT GOOD AVERAGE FAIR POOR

NTERPRETATION

From my analysis I found that 42% respondents agreed that employees of big bazaar have

complete knowledge to answer their questions. 26% respondents rate it as average to this

statement and only 16% to excellent. 10% to fair % 6% to poor.

53
Q.6. Staff was courteous throughout

EXCELLENT 6 6 6

GOOD 16 16 22

AVERAGE 40 40 62

FAIR 34 34 96

POOR 4 4 100

40
35
30
25
20
15
10
5
0

EXCELLENT
GOOD
AVERAGE
FAIR
POOR

54
INTERPRETATION

According to 40% of people feel that Employees of big bazaar are very much courteous

throughout. Others rate at it as 34% in fair, 16% as good , 6% as excellent.

Q.7 .Overall, how would you rate customer service of Big Bazaar

SCALE FREQUENCY PERCENTAGE CUMULATIVE

PERCENTAGE

EXCELLENT 8 8 8

GOOD 28 28 36

AVERAGE 46 46 82

FAIR 18 18 100

TOTAL 100 100

55
 CUSTOMER SERVICE

EXCELLENT
GOOD
AVERAGE
FAIR
POOR

INTERPRETATION

Most of the respondents agreed with this statement. According to my analysis, employees in big

bazaar give prompt service. Among the total respondents agreed respondents rate 46% as

average, 28% as good, 18% fair & 8% excellent

56
Q. 8.Your complaints are constructively handled.

SCALE FREQUENCY PERCENTAGE CUMULATIVE

PERCENTAGE

STRONGLY DISAGREE 16 16 16

DISAGREE 32 32 48

NEITHER AGREE NOR 22 22 70

DISAGREE

AGREE 20 20 90

STRONGLY AGREE 100 100

35

30

25

20

15

10

0
STRONGLY DISAGREE NEITHER AGREE AGREE STRONGLY AGREE
DISAGREE NOR DISAGREE

57
INTERPRETATION

When you have a problem, big bazaar shows little interest in solving it. After analysing this

statement I found that most of the respondents agreed i.e. 32% respondents disagreed. Also I

found that 22% were neutral with this statement and 20% were committed with disagree. There

was 10 strongly disagreed. Hence Big Bazaar needs little improvement.

Q.9 Staff delivers the appropriate service as promised.

SCALE FREQUENCY PERCENTAGE CUMULATIVE

PERCENTAGE

DISAGREE 14 14 14

NEITHER AGREE NOR 68 68 82

DISAGREE

AGREE 9 18 100

TOTAL 100 100

58
 80

70

60

50

40

30

20

10

0
DISAGREE NEITHER AGREE NOR DIS AGREE
AGREE

INTERPRETATION

Employees in the big bazaar tell you exactly when the services will be performed. Majority of

the respondents are neutral or uncertain with this statement.18% respondents were agree. At the

same time 14% disagreed.

59
Q.10 Staff communicate in a language that you understand.

SAMPLE FREQUENCY PERCENTAGE CUMULATIVE

PERCENTAGE

STRONGLY 4 4 4

DISAGREE

AGREE 4 4 8

NEITHER AGREE 8 8 16
NOR DISAGREE

AGREE 36 36 52

STRONGLY 48 48 100
AGREE

50
45
40
35
30
25
20
15
10
5
0
STRONGLY DISAGREE NEITHER AGREE STRONGLY
DISAGREE AGREE NOR AGREE
DISAGREE

60
INTERPRETATION

According to survey, it has been judged that staff of big bazaar communicate in a language,

which can be easily understood by the customer. As 48% of respondent are strongly agree with

this statement, 36% are agree and 8% are uncertain.

Q.11 The behavior of staff makes you feel that you can trust them and have

confidence in

SAMPLE FREQUENCY PERCENTAGE CUMULATIVE

PERCENTAGE

STRONGLY 18 18 18

DISAGREE

DISAGREE 32 32 50

NEITHER AGREE 42 42 92
NOR DISAGREE

AGREE 8 8 100

TOTAL 100 100

61
 50
45
40
35
30
25
20
15
10
5
0
STRONGLY DISAGREE NEITHER AGREE STRONGLY
DISAGREE AGREE NOR AGREE
DISAGREE

INTERPRETATION
The employees of the bank are little trustworthy The behavior of employees in big bazaar builds

confidence in you. Here analysis shows that most of the people that is 42% are uncertain, 32%

are disagree, 18% are strongly disagree and 8% are agree.

62
 Q.12 Big bazaar accepts most major credit cards.

SAMPLE FREQUENCY PERCENTAGE CUMULATIVE

PERCENTAGE

NEITHER AGREE 16 16 16
NOR DISAGREE

STRONGLY 38 38 54
AGREE

AGREE 46 46 100

TOTAL 100 100

45

40

35

30

25

20

15

10

0
0 0.5 1 1.5 2 2.5 3 3.5

63
INTERPRETATION
Big bazaar has modern-looking and hi-tech equipments system that clearly shows customer,

the product they want. They have well designed system. 28% of respondent are agree with

this statement, 24% are disagree, 22% are uncertain, and 20% are strongly agree.

64
FINDINGS OF THE REPORT

 Big Bazaar is undoubtedly number one retailer in India. It has build very emotional &

cordial relationship with its customers.

 They are also intending to build long term relationship with all its stakeholders which is

very essential for successful business venture.

 In order to attract customer they should provide good parking facility

 Cleanliness and hygienic environment is also the major concern for big bazaar.

Management needs to be focus on it.

 Store layout should also be developed in an efficient manner so that customer can get

things easily.

 According to research I found that most of the people were affected & attracted with

offers and schemes. So, Big Bazaar should employ those people who are well trained to

provide information to customer regarding new things to enhance its customer services.

 Consumer choose malls to shop because they all want variety and brands. According to

customers it is economical as compared to other places.

 We can also say that location, variety conveniences and economical products are not the

only thing which attract the customer but good customer service is one of the crucial

factor that attract customers.

65
 CHAPTER-7

SUGGESTION AND RECOMMENDATION

66
Suggestions and recommendations:-

Customers are very price conscious they are having many options in the market. They following steps
are to be opt.

Most respondent take on the spot decision of being different product because they have got lot
of choices.

Quality plays a majore role because most respondent said that they want a good quality
product.

Should provide good customer service so that customers like to visite again.

There should be proper assortment of various product categories.

Proper training should be provided to the customers so that they can deal with customers
efficiently.

Various affers can be provided to them to attract the customers.

Quality in product should be reach up to mark.

67
CHAPTER-8

CONCLUSION

68
CONCLUSION:-

As most of the retail industries did market research before entering into market. Same

thing was done by Big Bazaar. Location, market, consumer perception analysis was done

by big bazaar.

In one year, much more diversification was done in it. And to retain customers they use

many loyalty programs & IT techniques.

Big bazaar, a part of future group is a hypermarket offering a huge array of goods of good

quality for all at affordable prices. Big bazaar with over 140 outlets in different part of

India is present in both the metro cities as well as in small towns.

Big bazaar can attract more customers by different variety an d assortments.

They can improve customer satisfaction by providing home delivery services.

We can conclude that Big Bazaar has one of the major retail industry in india.

Working environment is good and also the various facilities is provided to increase the

customer services.

There exist a healthy & strong relationship between employees and managers.

The employees accept their responsibility wholeheartedly and perform the services in

well manner that satisfied the customers.

69
 BIBLIOGRAPHY

References

1. Philip Kotler, marketing management,

(Pearson education, 12thedition)

2. NareshMalhotra marketing research (An applied orientation),

Research design,

(Prentice hall of India pvt. 5th edition)

3. Berman B and Evans J.R, Retail Management

(Pearson education, 10th edition

4. Service Marketing by M.K Rampal

5. Integrated service marketing (4th edition) by Zeithmal

Internet web sites

1 bigbazaar.co.in

2 literature review on bigbazaar.com

3 retailseminar.in

4 organizedretail.co.in

5www.google.com

6 www.futuregroup.com

70
 QUESTIONNAIRES

Customers Name

Age :

Monthly Income Level: Below Rs.10000

Rs.10000 – Rs.20000

Rs.20000 – Rs.30000

Above Rs.30000

Educational Qualification: Under graduate

Graduate

Post Graduate

1) How frequently do you visit Big Bazaar

a)Twice in a week b) Once in a week

c) During Special offers d)Whenever the need arises

2) Are you happy with the location of Big Bazaar

a)Yes b) No

71
3) availablity in a timely manner of staff

a) Excellent

b) Good

c) Average

d) Fair

e) poor

4) greeting and offering to help provided by the staff

a) Excellent

b) Good

c)Average

d)Fair

e)poor

5) Respond of Staff towards your questions.

a) Excellent

72
 b) Good

c)Average

d)Fair

e)poor

6) Staff showed knowledge of the products/services.

a) Excellent

b) Good

c)Average

d)Fair

e)poor

7) Staff was courteous throughout.

a) Excellent

b) Good

c)Average

d)Fair

e)poor

73
8) Overall, how would you rate customer service

of big bazaar?

a) Excellent

b) Good

c)Average

d)Fair

e)poor

9) Your complaints are constructively handled.

a) Strongly disagree

b) Neither agree nor disagree

c) Disagree

d) Strongly agree

e) Agree

10) Staff delivers the appropriate service as promised.

a) Strongly disagree

b) Neither agree nor disagree

74
c) Disagree

d) Strongly agree

e) Agree

11) Staff communicate in a language that you understand..

a) Strongly disagree

b) Neither agree nor disagree

c) Disagree

d) Strongly agree

e) Agree

12) The behavior of staff makes you feel that you

can trust them and have confidence in them

a) Strongly disagree

b) Neither agree nor disagree

c) Disagree

d) Strongly agree

e) Agree

75
13) The store layout at this store makes it easy for the customers to find out what they need

a) Strongly disagree

b) Neither agree nor disagree

c) Disagree

d) Strongly agree

e) Agree

14) Big bazaar accepts most major credit cards.

a) Strongly disagree

b) Neither agree nor disagree

c) Disagree

d) Strongly agree

e) Agree

15) What about the service could be improved?

 Service can be faster/more efficient

 Staff could be friendlier

76
 Staff should communicate better with customers

 Store needs to be cleaner

 The location needs parking

 The location needs to be closer

77