Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
A PROJECT REPORT
Submitted in partial fulfillment of the requirement for the
Award of the Degree of
Maheedhar R.
Assistant Manager –
HR
2. Zonal office : 1st Floor Pasadena, 18ƒ1, 10th Main , Ashoka Pillar Road,
Jayanagar 1st Block, Bangalore − 560 011.lndia T : +91 80 433040000 F : +91 80 26577530 www.pantaloon.com
3. Store Address : Maheswari Parameshwari Towers, Plot No. :4−2−27, Kachiguda X Roads , Hyderabad − 27
DECLARATION
Date:
Place: GUDUR
(K.SIDDAIAH)
CERTIFICATION
guidance. This has not been submitted to any other University or Institution for
I thank every employee of Big Bazaar for his/her help and guidance in
completing my project. I also greatly thank all the customers (The GODS of my
Project) without whose feedback this project would stand nothing.
I am deeply indebted to my parents and family members for their warm love and
support throughout my life. In addition I am grateful to all those who helped
directly or indirectly for completing this project work successfully.
K.SIDDAIAH
ABSTRACT
Research in common man’s language refers to a search for
knowledge. One can also define research as a scientific and
systematic search for pertinent information on a specific topic, in
fact research is an art of scientific investigation.
Research is done to gain familiarity with a phenomenon
event / product / service or to determine the frequency with which
something occurs, with which is associated with something else or
to test a hypothesis of casual relationship between variables.
In short customer perception research is the objective and
formal process of systematically obtaining, analyzing and
interpreting the data for actionable decision making in customer
perception towards an organization (Big Bazaar, in my study).
The basic objective of this study is to analyze the customer
perception towards Big Bazaar in Hyderabad, Andhra Pradesh.
Research was carried out for Hyderabad customers who were main
targets for this study. Customers were asked about their perception
towards Big Bazaar
TABLE OF CONTENTS
CHAPTERS TOPIC PAGE NO
➢ lNTRODUCTlON 8 − 21
78 − 80
CHAPTER 5 ➢ FlNDlNGS
➢ SUGGESTlONS
CHAPTER 6 ➢ BlBlLlOGRAPHY 82 − 86
➢ QUESTlONNAlRE
➢ INTRODUCTION
➢ NEED&IMPORTENCE
➢ OBJECTIVES
➢ RESEARCH METHODOLOGY
➢ SCOPE OF THE STUDY
➢ LIMITATIONS
INTRODUCTION:
Marketing is the moving and exciting activity in everybody activities. The sellers,
distributors, advertising agencies, consultants, transporters, financers, store agencies and
every one as a counter are part of the marketing system. Any exchange process be it
consumer, goods, intermediary goods, services of ideas, comes under the preview of
marketing. It is very often regarded that the development of markets and marketing is
synonymous with the economic development of account. Through marketing is an action
discipline. In the ever-growing corporate world, marketing is being regarded as a crucial
element for the success of an Enterprise.
The marketing discipline is undergoing fresh re aparisal in the light of the vast global,
technological, economic and social challenges facing today’s companies and countries.
Marketing at its best is about value creation and raising the world’s living standards. Today’s
winning companies are those who succeed most in satisfying, indeed delighting their target
customers.
Philip Kotler has therefore defined marketing as “it is a social and managerial process
by which individuals and groups obtain what they need and want through creating, offering
and exchanging products of values with others”. Many Indian companies espouse a satisfied
customer philosophy and describe marketing as customer-satisfaction engineering. Since the
economy in this country has changed from a primary condition of scarcity to gradual and
steady stage of affluence, largely giving consumers the opportunity to choose among many
varied alternatives, satisfaction has become a major concern of business.
INTRODUTION TO CONSUMER BEHAVIOR:
One thing that we have in common is that we all are consumers. In fact
everybody in this world is a consumer. Every day of our life we are buying and
consuming an incredible variety of goods and services. However, we all have
different tastes, likes, dislikes, and adopt different behavior patterns while
making purchase decisions.
The term consumer behavior refers to the behavior that consumers display
in searching for purchasing using evaluation and disposing in searching for
purchasing using evaluating and disposing of products and services that they
exact will satisfy o how individuals make decisions to send their available
resources (time, money and effort) on consumption related items. It includes the
study of “What they buy”, ”Why they buy”, “When they buy it”, “Where they
buy it”, “how often they buy it” and “how often they use.
DEFINITIONS:
The term consumer behavior refers to the behavior that consumer display
in searching for purchasing, using, evaluating and disposing of products and
services that they expect will satisfy these needs. The study of consumer
behavior in the study of how individuals make decisions to spend their available
resources (time, money, effort) on consumption related items. It includes the
study of “what they buy”, “why they buy”, “when they buy”, “where they buy”,
“how often they buy” and “how they use”.
Product Economic
Product
Price Technological
Choice
Place Political
Brand
Promotion cultural Consumer
Consumer
Choice
Characteristics Decision
Dealer
Process
choice
Cultural Problem
Purchasing
recognition
Timing
Social Information
Purchasing
Personal Search
Amount
Psychological Evaluation
Decision
post
Purchase
Behavior.
DETAILED MODEL OF
Cultural
Factors
Social
Factors
Culture
Reference Personal
groups Factors
Sub
Age and Life Psychological
Culture
Cycle
Family Factors
Occupation
Economic Motivation
Social
Circumstances
Class Perception
Lifestyle
Roles & Personality Learning Buyers
Status and Self
Beliefs and
Concept
Attitudes
CULTURAL FACTORS:
SOCIAL FACTORS:
References Groups: A persons reference groups consist of all the groups that
have a direct (face to face) are indirect influence on the persons altitude or
behavior. This group to which the person, belongs and interacts.
PSYCHOLOGICAL FACTORS:
Motivation: A person has many needs at any given time. Some needs are
biogenic. They arise from psychological states of tension such as hunger, tryst
and discomfort.
Consumer behavior plays a major role for the growth of the company in
the modern market scenario. The basic idea of this study is to find the consumer
behavior towards Big Bazaar. The needs have to be recognized and necessary
steps have to be taken to make the changes.
India is growing rapidly and changes are dynamic. People are changing,
the preference and the demand is changing. The market also has to change
accordingly.
The purpose of consumer behavior is not only for retaining the customers
but also attracting new customers and increasing the sales also creating and
maintenance of brand awareness.
• To identify what type of strategies are suitable for the company to reach
the targeted customers.
• To find out the factors which influence the consumption of the products in
Big Bazaar.
• To find out how the consumers spent their incomes, time on the
purchasing of the products.
RESEARCH METHODOLOGY
Meaning of Research
TYPES OF RESEARCH
1. Exploratory Research,
2. Descriptive Research.
Exploratory Research:
Descriptive Research:
1) Primary data:
needs the personal efforts of collect it and which are not readily available.
Primary source of data are the other type of source through which the data was
collected.
2) Secondary data:
Secondary sources are the other important sources through which the data
was collected.
These are the readily available sources of the data where one had need
not put much effort to collected, because it is already been collected and part in
an elderly manner by some researcher, experts and special.
3) Sample size:
By using judgment random sampling technique 100 respondents are
selected for the purpose of the study.
4) Period of study:
The study is undertaken in the duration of 34 days.
5) Research approach:
The survey method was adopted for collected the primary data. Survey
research is systematic gathering of data from respondent through
questionnaire.
6) Research instrument:
The data for this research study was collected by survey technic using
interview method guided by questionnaire.
7) Collection of Data:
Questionnaire and personal interviews are the methods that I have used
for collecting the data.
Marketing helps business to keep pace with the changing tastes, fashions,
preferences of the customers. It works out primarily because ascertaining
consumer needs and wants is a regular phenomenon and improvement in
existing products and introduction of new product keeps on taking place.
Steel Exchange India Ltd group has been successful in the business operation. It
has emerged as a force to reckon with in the merging steel markets in Southern
India with special focus on potential market in Andhra Pradesh. During this
tenure, the company has developed a large market network for retailing the steel
products of main producers like RINL/Visakhapatnam Steel Plant, SAIL &
TISCO.
The company is also into construction field, with ventures like Steel Exchange
India Ltd Towers, Green City etc. It has been active for over two decades in the
business of steel manufacturing and trading. With a proven track record in the
steel business, the group has also forayed into property development to show
case its capability in handling construction projects. Besides this they have also
ventured recently in power generation.
To find out the marketing situation of Steel Exchange India Ltd to others.
To give valuable suggestions to the company for increases the sales volume.
LIMITATIONS OF THE STUDY
1. One of the important of the study was lack of time though the respondent to
the study is vast due to the time constrains the sample size was limited.
2. The researcher has difficulty with most of the respondents who was not willing to
Co-operate with study, as they were very busy with their own work.
3. The research had also difficulty with the respondents because they did not fill
questionnaire in proper time.
4. Other limits of the study is confined with not only retailers but
also consumers for Study.
6. The data depends totally on the respondent’s view which may be biased.
METHODOLOGY
There are two types of collection to collect the data. Those are
1. Primary data
2. Secondary data
1. Primary data:
Primary data are those that are original in character and are collected a fresh as
the primary data is information collected for the first time, there are several
methods in which the data is completed h methods. There are various sources for
obtaining primary data i.e., mail survey, questionnaire, personal interview, field
survey and panel research etc. The present study is dependent on primary data to
maximum extent, which is collected by the way of questionnaire. The sample
chosen to administer the questionnaire is 120 and was through simple random
sampling.
Method of study:
The sample plan is the procedure or way in which the sampling has been done.
As no project or a research can be done taken into consideration the whole of the
population or the universe the concept of sampling is used. As per the concept of
sampling only some sample is taken from the universe in order to find out the
result.
2. Secondary data:
Secondary data means the data that are already available. Secondary data may
be either published data (or) unpublished data.
CHAPTERIZATION OF THE STUDY
Chapter 4: This chapter designates with the data analysis and interpretation.
Our principals Indian Oil Corporation limited is the india’s no1 manufacturers of lubricants and
holding highest number of refineries in india the lubricants which is manufactured by IOCL(servo) is a well
established and well known product all over the world. It is also great to say that IOCL is owning its refinaries
out of india also
Indian Oil Corporation Limited (IOCL), commonly known as IndianOil is an Indian state
owned oil and gas company with registered office at Mumbai and primarily headquartered in New Delhi It is
the largest commercial oil company in the country, with a net profit of INR 19,106 crore (USD 2,848 million)
for the financial year 2016–17. It is ranked 1st in Fortune India 500 list for year 2016 and 168th in Fortune's
‘Global 500’ list of world's largest companies in the year 2017. As of 31 March 2017 IndianOil's employee
strength is 33,135, out of which 16,545 are in the officer cadre. It is India's largest downstream oil company,
with a work force of more than 33,000 employees, a turnover of Rs. 506,428 crore and a net profit of Rs.
21,346 crore in 2017-18.
IndianOil's business interests overlap the entire hydrocarbon value-chain, including refining, pipeline
transportation, marketing of petroleum products, exploration and production of crude oil, natural
gas and petrochemicals
IndianOil has ventured into alternative energy and globalization of downstream operations. It has
subsidiaries in Sri Lanka (Lanka IOC), Mauritius (IndianOil (Mauritius) Ltd) and the Middle East (IOC Middle
East FZE).
In May 2018, IOC become India's most profitable state-owned company for the second consecutive year,
with a record profit of ₹21,346 crore in 2017-18, followed by Oil and Natural Gas Corporation, whose profit
stood at ₹19,945 crore
Business Divisions[edit]
There are 7 major Business Divisions in the organization:
Refineries Division
Pipelines Division
Marketing Division
R&D Division
Petrochemicals Division
Exploration & Production (E&P) Division
Explosives and Cryogenics Division
Products and services
Indian Oil accounts for nearly half of India's petroleum products market share, 35% national refining
capacity (together with its subsidiary Chennai Petroleum Corporation Ltd., or CPCL), and 71% downstream
sector pipelines through capacity. The Indian Oil Group owns and operates 11 of India's 23 refineries with a
combined refining capacity of 80.7 MMTPA (million metric tonnes per annum). Indian Oil's cross-country
pipeline network, for transportation of crude oil to refineries and finished products to high-demand centers,
spans over 13,000 km The company has a throughput capacity of 80.49 MMTPA for crude oil and
petroleum products and 9.5 MMSCMD for gas. On 19 November 2017, IOC, in collaboration with Ola,
launched India’s first electric charging station at one of its petrol-diesel stations in Nagpur. Indian
governments’ National Electric Mobility Mission Plan launched in 2013 aims at gradually ensuring a vehicle
population of 6 to 7 million electric and hybrid vehicles in India by 2020.
Refinery locations
Barauni Refinery
Bongaigaon Refinery
CPCL, Chennai
CPCL, Narimanam
Digboi Refinery
Guwahati Refinery
Haldia Refinery
Koyali Refinery
Mathura Refinery
Panipat Refinery
Paradip Refinery
Pipelines
Salaya - Mathura crude oil pipeline
Mundra - Panipat crude oil pipeline
Paradip-Haldia-Barauni crude oil pipeline
Koyali - Mohanpura product pipeline
Koyali - Ahmedabad product pipeline
Guwahati - Siliguri product pipeline
Barauni - Kanpur product pipeline
Haldia - Mourigram - Rajbandh product pipeline
Foreign subsidiaries
IndianOil (Mauritius) Ltd.
Lanka IOC PLC
IOC Middle East FZE
Employees
Public 43.02%
Total 100.0%
Competition
Indian Oil Corporation has two major domestic competitors - Bharat Petroleum and Hindustan Petroleum -
and both are state-controlled, like Indian Oil Corporation. Major private competitors include - Reliance
Industries and Essar Oil.
KAN ENTERPRISE is a leading supplier of Industrial Lubricants of Indian oil Corporation Ltd in Visakhapatnam, Vizianagaram and Srikakulam
Districs and also bulk oil supplier to Ships through barges and trucks. We are owning two barges namely MB Rajashree of 1500 tonnage capacity and
which is the largest barge in the viskhapatnam coastal area and MB KAN Pride of 700 tonnes. This particular organization has Established in 1997 by three
young and energetic entrepreneurs ,
Strengths of KAN Entgerprises are supported by well-qualified and experienced professionals who were well
versed with knowledge of marketing/administration/accounts and fully equipped with updated technical
knowledge and communication systems.
Kan Enterprises is a “SERVO INDUSTRIAL STOCKIST” (SSI) for M/s. IOCL for Three districts
(Visakhapatnam, Vizianagaram & Srikakulam) for supply & marketing “SERVO” Brand Industrial Lubricants.
Kan Enterprises is also a marine bunker agents cum transporters since 1997. We own and operate bunker barges
in the port of Visakhapatnam, Kakinada from 2002 onwards and contributing our best support and quality
services to HPCL and their endeavored marine and industrial customers at all times.
KAN Enterprises has been serving all its industrial customers over 22 years with ultimate quality service at
competitive prices in the field of Marine/ Industrial lubricants market and gained a very good reputation and
good will in the market and have established a broad industrial and retail customer’s base since then.
It is pride of Kan Enterprises is a profit making partnership firm for the past 21 years, with field and
office staff expansion every year and also “AAA” Credit Rating customer for our bankers
(BOI/Harbour Branch & ICICI Main Branch) for having an excellent track record of strong Current
Account standings and repayments of loans on time till Date.
vision :
Supply of right Quality & Quantity petroleum products on-time to the satisfaction of customers
MISSION:
Team work
1.Need recognition
5.Purchase evaluation
2. Information search
Problem recognition – you realize that something is not as it should be. Perhaps,
for example, your car is getting more difficult to start and is not accelerating
well. Information search- what are some alternative ways of solving the
problem? You might buy a new car, buy a used car, take your car in for repair,
ride the bus, ride a taxi, or ride a skateboard to work.
special magazines.
media, Advertisements
The decision maker(s) have the power to determine issues such as:
Whether to buy?
Note, however, that the role of the decision maker is separate from that of
the purchaser. From the point of view of the marketer, this introduces some
problems since the purchaser. can be targeted by point-of-purchase (POP)
marketing a effort that cannot be aimed at the decision maker. Also note that the
distinction between the, purchaser and decision maker be somewhat blurred the
decision maker may have to make a substitution if the desired brand is not in
stock, the purchaser may disregard institutions (by error or deliberately).
Exercise equipment
Similarly the increased desire for “leisure time” has resulted in increased
demand for convenience product and service such as microwave ovens, ready
meals and direct marketing service businesses such as telephone banking and
insurance.
Each culture contains “sub-cultures” – groups of people with shared values. Sub-
cultures can include nationalities, religions, racial groups, or group of people
sharing the same geographical location. Sometimes a sub-culture will create a
substantial and distinctive market segment of its own.
Initiator: the people who first suggest or think the idea of buying a particular
product or service.
User: The person (persons) who actually uses the product or service.
(LPS)
Personal
Social Psychologic
Age and life cycle stage
Cultural al
Reference groups Family
Roles and
Motivation
Buyers
Culture Sub culture
Social culture
Occupation Perception
Learning
Beliefs and
Economic situation
CULTURAL FACTORS
Culture
Subculture
Social classes
Relatively permanent and ordered divisions in society whose members
share similar values, interests, and behaviors.
SOCIAL FACTORS
Groups
Family
PERSONAL FACTORS
People change the goods and services they buy over their lifetimes. Tastes
and preferences changes as lift-cycle goes.
Personality and self concept
PSYCHOLOGICAL FACTORS
Motivation
Perception
Learning
The common tools used to conduct data analysis range from simple cross
tabulations and segmentation analysis to more sophisticated statistical methods
such as multivariate and logistic regression discriminates analysis and cluster
analysis. In the last few years, optimization tools and machine learning
algorithms such as neural networks and genetic algorithms have also been used
to perform advanced data analysis.
The study of consumers helps firms and organizations imjprove their marketing
strategies by understanding issues such as
✓ The psychology of how consumers think, feel, rason, and select between
different alternatives (e.g., brands, products);
✓ The psychology of how the consumer is influenced by his or her
environment (e.g., culture, family, signs, media);
✓ The behavior of consumers while shopping or making other marketing
decisions;
SOMEKEY FACTORS
During the past decade, private final consumption expenditure has been the key
driver of economic growth in India.
Growth
domestic product
$973billion
Capital
Government
Private final Formation
spending
consumption Expenditure $273 billion
$108 billion (11%)
$592billion
(60%) (29%
Utility payments Fuel transportation Electricity, water communication Expenditure on medical & education
Consumption $242billion
spending
$350 billion
The $ 350 billion consumption spending provides the single biggest business
opportunities in India and is divided into sa,e key categories led by food, fashion
and home products
Fashion
Accessories
Fashion 5.5% Consumer
Accessories $225b Durable
5.5% 4%
$225b $14b
Fashion
Accessories
5.5% Furniture
$225b Fashion 3.4%
Accessories $12b
5.5%
$225b
Fashion
Accessories
5.5% Fashion
$225b Accessories
5.5%
Fashion $225b
Accessories Fashion
5.5% Accessories
$225b 5.5%
$225b
COMPANY PROFILE
Future Group, led by its founder and Group CEO, Mr. Kishore
Biyani, is one of India’s leading business houses with multiple business
spanning across the consumption space. While retai forms the core business
activity of Future Group, group subsidiaries are present in consumer finance,
capital, insurance, leisure and entertainment, brand development, retail, real
estate development, retail media and logistics.
Guaranteed Delivery
Secure Payments
Values:
Mission;
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. We will be the
trendsetters in evolving delivery formats, creating retail realty, making
consumption affordable for all customer segment.
Sone Ki Chidiya
When the Mughals first came to India they were drawn by the lure of her
fabulous wealth – India was known as the “Sone Ki Chidiya”, literally –“ “The
Golden Bird”.
India’s share o the world trade was nearly 25 percent. It came down to
0.5% in the 1960s and now stands at around 1..5%.
The Indian economy is once again at the centre of the global attention.
As domestic consumption drives economic growth in India, Future Group hopes
to play a pivotal role in bringing back the Sone Ki Chidiya.
Future Ventures:
Pantaloon’s Kishore Biyani has become India’s largest retailer, but still
has several aces up his John Miller shirtsleeves.
And now that he’s set himself the task of tetaining control of the largest
retail space in the country, he won’t let anyone – suppliers or international
promoters included – catch him slacking.
The latest to face the wrat of the 43-year-old is South African hyper
market Shoprite, which opened shop in Mumbai (images) last month through a
franchise agreement with local company Normal Lifestyle.
The hypermarket began retailing products from big boys Nestle (Get
Quote), Unilever and Procter & Gamble at consumer discounts of 20-30 percent,
loweer than even Biyani’s his Big Bazaar Stores.
But as a result of his tough stance, the three MNC’s have asked Shoprite
to roll back the offers or face withdrawal of supplies, he says.
and he was proved right when the Kolkata Pantaloon store became a raging
success and Biyani stepped on to the turf as a super retailer.
“I read every book on Sam Walton, Macy’s, Marks & Spencer and
management gurus like Tom Peters whose book ‘Reimagine’ impressed me.”
Even now he reads a management book every fortnight – Stephen Covey, Robert
Kaplanor James Collins.
But unusual as it might seem, he also made it a point to stay away from
these stores. The reason: “by going to a Wal-Mart or a Macy’s, you could get
overwhelmed into thinking that was the best model and stop learning,” he says.
Founded – 2001
Industry – retail
Website – http://www.bigbazaar.com
➢ DATA ANALYSIS
➢ INTERPRETATIONS
CONSUMER BEHAVIOR QUESTIONAIRE
4%
4%
12%
Advertisement
Colleagues references FriendƒRelatives references
Any other
82%
INTERPRETATION:
43%
45%
40%
35%
30%
30%
25%
20%
No. of respondents
15%
15% 12%
10%
5%
0%
INTERPRETATION:
The above analysis is also analysed with the chi – square test to find
the dependency between no of visits to Big Bazaar and Goods bought. This
test is as follows.
Ho= There is relation between visits and goods bought in Big Bazaar.
Ha = There is relation between no. of visits and goods bought in Big Bazaar.
â = (f-f )f = 24.9456
11
(r-1)(s-1) = 12
There fore the probability ‘P’ nvalue is 0.24 that is around 50% of probability
correct to the hypothesis. There fore it is said that there is no dependency in
between the no of visits to Big Bazaar and the goods bought.
Q3. What is the main purpose of Purchase?â
No. of respondents
71%
80%
60%
40%
20% 19%
10%
0% No. of respondents
INTERPRETATION:
From the above table we can conclude that the major numbers of
respondent’s of 71% personal usage, 19% to gift and remaining 10% any other.
Q4. Which category of products do you buy most at Big Bazaar?
No. of respondents
35%
30%
25%
20%
15% 33%
10% 25%
5% 18%
14% No. of respondents
0% 10%
INTERPRITATION:
From the above study 25% of respondents from Food items, 33% of
respondents from Clothes and 14% of respondents from Electronics 18% of
respondents from furniture and 10% others.
Q5. You prefer to go in Big bazaar with?
No. of Customers
4%
28%
Family members
Spouse Friends
55% Others
13%
INTERPRETATION:
The above analysis is also analysed with the chi – square test to find
the relation between people who accompany and Products bought. This test
is as follows.
Ho= There is relation between people who accompany and goods bought in Big
Bazaar.
Ha = There is relation between people who accompany and goods bought in Big
Bazaar.
â = (f-f )f = 20.4779
11
(r-1)(s-1) = 12
There fore the probability ‘P’ nvalue is 0.20 that is around 50% of probability
correct to the hypothesis. There fore it is said that there is no dependency in
between the people who accompany and the goods bought in Big Bazaar.
Q6. Which mall you like the most in the city?
No. of respondents
1%
12%
Big Bazaar
15% Spencer
City Central Hyd Central
72%
INTERPRETATION:
From the survey it is observed the 72% of respondents for Big Bazaar, 15% of
respondents for Spencer, 12% of respondents for City central and only 1% of
respondents are hyd central.
Q7. What is the reason behind purchasing in Big Bazaar?
No. of respondents
78%
80%
60%
40%
10%
20% 12%
0% 0
No. of respondents
No. of respondents
INTERPRETATION
No. of respondents
9%
21%
Expensive
Competitive Affordable
Reasonable
36%
1.2
INTERPRETATION:
The above analysis is also analysed with the chi – square test to find
the relationship between price of products in Big Bazaar and Goods bought.
This test is as follows.
Ho= There is relation between prices of the products in Big Bazaar and goods
bought in Big Bazaar.
Ha = There is relation between prices of the products in Big Bazaar and goods
bought in Big Bazaar.
â = (f-f )f
= 8.7773
11
(r-1)(s-1) = 12
There fore the probability ‘P’ value is 0.87 that is around 50% of probability
correct to the hypothesis. There fore it is said that there is no dependency
between prices of products and goods bought in Big Bazaar.
Q9. Why do you prefer to shop in Big Bazaar?
No. of respondents
36%
40%
35%
30%27%
25%
21%
20%
16%
15% No. of respondents
10%
5%
0%
Availability of Convenience of Offers and Variety of
adequate stocklocation and timing disconts products
INTERPRETATION:
The above analysis is also analysed with the chi – square test to find
the dependency between preference to shop and Goods bought. This test is
as follows.
Ho= There is relation between preference to shop and goods bought in Big
Bazaar.
â = (f-f )f
= 21.7921
11
(r-1)(s-1) = 12
There fore the probability ‘P’ value is 0.21 that is around 50% of probability
correct to the hypothesis. There fore it is said that there is no dependency
between preference to shop and the goods bought in Big Bazaar.
10. what more facility would you like to get at Big Bazaar?
No.of respondents
18%
53%
Membership card
Discount card
1.2 Free parking offers Lucky draw
9%
INTERPRETATION:
No. of respondents
40%
40% 30%
30% 22%
20%
10%
8%
0%
No. of respondents No. of respondents
INTERPRETATION:
From the above data, we decide that 22% of the customers take
assistance from staff always, whereas 30% take help frequently, 40% have take
assistance sometimes, and 8% will not depend on others. From the collected
data, we can say that the manority of the customers take assistance from the
store staff sometimes.
Q12. How is your overall experience in Big Bazaar?
No. of respondents
70% 63%
60%
50%
40%
30%
20% 27%
10% No. of respondents
0% 10%
No. of respondents
Excellent
Good
Poor
INTERPRETATION:
From the above data, we decide that 63%of the customers overall experience in
Big Bazaar is excellent, 27% of the customers overall experience is Good and
only 10% of customers overall experience is poor. From this we can decide that ,
the overall customer satisfaction level is good
Q13. Would you visit Big Bazaar again?
No. of respondents
0%
15%
Sure
May be Never
85%
INTERPRETATION:
From the above table we can conclude that the major numbers of
respondents 85% of the respondents say sure, 12% of the respondents say May
be, 3% of the respondents say Never.
Q14. Do you suggest any one to shop at Big Bazaar?
85
90
80
70
60
50
yes
40
No
30
20
10
15
0
INTERPRETATION:
From the above table we can conclude that the major numbers of
respondents Yes, 85%, which comprises of 15% of the No.
Q15. How do you suggest to Big Bazaar Management to making present Big
Bazaar to more attractive?
No. of respondents
5%
To maintain quality products
25%
45%
Reasonable prices
INTERPRETATION:
1. Highly satisfied
2. Satisfied
3. Neither satisfied nor dissatisfied
4. Dissatisfied
5. Highly dissatisfied
Elements 1 2 3 4
1. Location ( ) ( ) ( ) ( )
2. Operating time ( ) ( ) ( ) ( )
3. Parking facility ( ) ( ) ( ) ( )
4. Cleanness of store ( ) ( ) ( ) (
5. Spacious shop floor ( ) ( ) ( ) ( )
6. Easy to locate product ( ) ( ) ( ) ( )
7. Quality product ( ) ( ) ( ) ( )
8. promotion offers ( ) ( ) ( ) ( )
9. price fo the product ( ) ( ) ( ) ( )
10.staff helpfulness ( ) ( ) ( ) ( )
11.flexibility in payment
mode ( ) ( ) ( ) ( )
12.return of value for
money ( ) ( ) ( ) ( )
1. LOCATION:
Satisfaction level No. of respondents Percentage (%)
Highly satisfied 25 25
Satisfied 10 10
Neither satisfied nor dissatisfied 60 60
Dissatisfied 5 5
Highly dissatisfied 0 0
Total 100 100
25
Highly satisfied Satisfied
Neither satisfied nor dissatisfied
10Satisfied
Highly dissatisfied
60
INTERPRETATION:
From the above data, we decide that 25% of the customers satisfaction
level is highly satisfied on the basis of location of Big Bazaar, 10% of the
customers satisfaction level is satisfied on the basis of location of Big Bazaar,
60% of the customers satisfaction level is neither satisfied nor dissatisfied, 5%
of the customers satisfaction level is dissatisfied and in the customers no one’s
satisfaction level is highly dissatisfied.
2. OPERATING TIME:
Satisfaction level No. of customers Percentage (%)
Highly satisfied 10 10
Satisfied 50 50
Neither satisfied nor dissatisfied 27 27
Dissatisfied 10 10
Highly dissatisfied 3 3
100 100
3%
10% 10%
Highly satisfied
27% Satisfied
Neither satisfied nor dissatisfied Dissatisfied
50% Highly dissatisfied
INTERPRETATION:
from the data above specified, 10% of customers are highly satisfied, 50%
of the customers are satisfied, 27% of the customers are neither satisfied nor
dissatisfied , 10% of the customers are dissatisfied , 3% of the customers are
highly dissatisfied on the basis of operating time.
3. PARKING FACILITY:
Satisfaction level No. of customers Percentage (%)
Highly satisfied 30 30
Satisfied 56 56
Neither satisfied nor dissatisfied 6 6
Dissatisfied 7 7
Highly dissatisfied 1 1
100 100
50%
40%
30%
30%
Satisfaction level based on
20% Parking facility
10% 6% 7%
1%
0%
HighlySatisfied NeitherDissatisfied Highly
satisfied satisfied nor dissatisfied dissatisfied
INTERPRETATION:
from the data above specified, 30% of customers are highly satisfied, 56%
of the customers are satisfied, 6% of the customers are neither satisfied nor
dissatisfied , 7% of the customers are dissatisfied , 1% of the customers are
highly dissatisfied on the basis of parking facility.
4.CLEANNESS OF STORE:
Satisfaction level No. of customers Percentage (%)
Highly satisfied 36 36
Satisfied 22 22
Neither satisfied nor dissatisfied 32 32
Dissatisfied 12 12
Highly dissatisfied 0 0
100 100
INTERPRETATION:
from the data above specified, 36% of customers are highly satisfied, 22%
of the customers are satisfied, 32% of the customers are neither satisfied nor
dissatisfied , 12% of the customers are dissatisfied , 0% of the customers are
highly dissatisfied on the basis of Cleanness of store.
5.SPACIOUS SHOP FLOOR:
Satisfaction level No. of customers Percentage (%)
Highly satisfied 9 9
Satisfied 25 25
Neither satisfied nor dissatisfied 40 40
Dissatisfied 20 20
Highly dissatisfied 6 6
100 100
INTERPRETATION:
from the data above specified, 9% of customers are highly satisfied, 25%
of the customers are satisfied, 40% of the customers are neither satisfied nor
dissatisfied , 20% of the customers are dissatisfied , 6% of the customers are
highly dissatisfied on the basis of Spacious shop floor.
6.EASY TO LOCATE PRODUCT:
Satisfaction level No. of customers Percentage (%)
Highly satisfied 80 80
Satisfied 8 8
Neither satisfied nor dissatisfied 3 3
Dissatisfied 9 9
Highly dissatisfied 0 0
100 100
3%
9%
8% Highly satisfied
Satisfied
Neither satisfied nor dissatisfied Dissatisfied
Highly dissatisfied
80%
INTERPRETATION:
from the data above specified, 80% of customers are highly satisfied, 8%
of the customers are satisfied, 3% of the customers are neither satisfied nor
dissatisfied , 9% of the customers are dissatisfied , 0% of the customers are
highly dissatisfied on the basis of Easy to locate the product.
7.QUALITY OF PRODUCTS:
Satisfaction level No. of customers Percentage (%)
Highly satisfied 2 2
Satisfied 80 80
Neither satisfied nor dissatisfied 10 10
Dissatisfied 8 8
Highly dissatisfied 0 0
100 100
80%
70%
60%
50%
40%
30% 10% 8%
2% 0% Satisfaction level based on
20%
quality of products
10%
0%
INTERPRETATION:
from the data above specified, 2% of customers are highly satisfied, 80%
of the customers are satisfied, 10% of the customers are neither satisfied nor
dissatisfied , 8% of the customers are dissatisfied , 0% of the customers are
highly dissatisfied on the basis of Quality of products.
8.PROMOTION OFFERS;
Satisfaction level No. of customers Percentage (%)
Highly satisfied 20 20
Satisfied 60 60
Neither satisfied nor dissatisfied 18 18
Dissatisfied 2 2
Highly dissatisfied 0 0
100 100
INTERPRETATION:
from the data above specified, 20% of customers are highly satisfied, 60%
of the customers are satisfied, 18% of the customers are neither satisfied nor
dissatisfied , 2% of the customers are dissatisfied , 0% of the customers are
highly dissatisfied on the basis of Promotion Offers.
9.PRICE OF THE PRODUCT:
Satisfaction level No. of customers Percentage (%)
Highly satisfied 4 4
Satisfied 90 90
Neither satisfied nor dissatisfied 3 3
Dissatisfied 0 0
Highly dissatisfied 3 3
100 100
INTERPRETATION:
from the data above specified, 4% of customers are highly satisfied, 90%
of the customers are satisfied, 3% of the customers are neither satisfied nor
dissatisfied , 0% of the customers are dissatisfied , 3% of the customers are
highly dissatisfied on the basis of Price of the product.
10.STAFF HELPFULNESS:
Satisfaction level No. of customers Percentage (%)
Highly satisfied 52 52
Satisfied 8 8
Neither satisfied nor dissatisfied 25 25
Dissatisfied 12 12
Highly dissatisfied 3 3
100 100
3%
12%
Highly satisfied
Satisfied
Neither satisfied nor dissatisfied Dissatisfied
Highly Dissatisfied
25% 52%
8%
INTERPRETATION:
from the data above specified, 52% of customers are highly satisfied, 8%
of the customers are satisfied, 25% of the customers are neither satisfied nor
dissatisfied , 12% of the customers are dissatisfied , 3% of the customers are
highly dissatisfied on the basis of staff helpfulness.
11.FLEXIBILITY IN PAYMENT MODE:
3%
7% 10%
Highly satisfied
Satisfied
Neither satisfied nor dissatisfied Dissatisfied
Highly dissatisfied
80%
INTERPRETATION:
from the data above specified, 10% of customers are highly satisfied, 80%
of the customers are satisfied, 7% of the customers are neither satisfied nor
dissatisfied , 3% of the customers are dissatisfied , 0% of the customers are
highly dissatisfied on the basis of Flexibility in Payment mode.
12.RETURN OF VALUE FOR MONEY:
Satisfaction level No. of customers Percentage (%)
Highly satisfied 5 5
Satisfied 60 60
Neither satisfied nor dissatisfied 35 35
Dissatisfied 0 0
Highly dissatisfied 0 0
100 100
INTERPRETATION:
from the data above specified, 5% of customers are highly satisfied, 60%
of the customers are satisfied, 35% of the customers are neither satisfied nor
dissatisfied , 0% of the customers are dissatisfied , 0% of the customers are
highly dissatisfied on the basis of Return of Value for Money.
➢ FINDINGS
➢ SUGGESTIONS
From the responses of 100 customers the findings can be listed as:
❖ As per the findings, all are having the awareness of Big Bazaar. We can
say that Big Bazaar have good place in the minds of the customers.
❖ As per the findings 60% of male customers are come to Big Bazaar for
shopping.
❖ The customers who were mainly age guoup of 26- 35 years are shopping
at Big Bazaar.
❖ It has been found that the Majority of the Respondents come to know
about the Big Bazaar through Friends/Relatives References and
Advertisements only. So we can say that the word of mouth and
advertisements are plays a very important role when customers shopping
at Big Bazaar.
❖ As per findings, Majority of the Respondents are visits Big Bazaar twice
in a week. By this, we can say that most of the customers are coming to
Big Bazaar regularly.
❖ As per findings, Majority of the Respondents are purchasing for the
Purpose of Personal use/consumption only.
❖ As per findings, Majority of the respondents are interested to shopping at
Clothes.
❖ Most of customers are prefer to come to Big Bazaar with friends, and
customers are motivates by them at purchase.
❖ Majority of the respondents are interested to visit Big Bazaar when
compare to other malls.
❖ As per the findings, majority of the customers choose the Big Bazaar for
availability of products as well as reasonable prices.
❖ Majority of the customers are rate for affordable pricing in Big Bazaar.
❖ As per findings, most of the customers prefer to shop in Big Bazaar for
offers & discounts.
❖ As per findings, most of the respondents are taking assistance from the
store staff during purchase period. We can say that customers take
assistance from store staff when they shopping in Big Bazaar.
❖ As per the findings, majority of the customers are satisfied with the value
of their money provided by Big Bazaar.
❖ As per findings, overall experience of the respondents is found to be
Excellence as started by 12% of the Respondents, and Good by 60% of
the Respondents, Very few rated as poor.
❖ As per findings, most of the customer’s opinion is to revisit the Big
Bazaar.
❖ As per findings, Majority of the Respondents are recommended to others
for shopping in Big Bazaar.
❖ As per findings, as much as 45% of the Respondents to suggest the Big
Bazaar to maintain good quality in products.
RECOMMENDATIONS
An attempt has been made to suggest to the Big Bazaar a few measures. These
suggestions have been made within the preview of the data available.
1) The company must go for some more promotional activities rather than
TV, advertisement, hoarding and news papers.
2) The company has to conduct the periodical meetings with customers and
take their valuable suggestions.
3) The company may adopt policy of discounts cards and gifts to customers
while purchasing the products.
7) Most of the customers belongs to age group of 17-27 years. So, company
has to concentrate more on those people to enhance the sales.
(The information furnished by the respondent is strictly for Academic purpose only)
Name: Location:
Age: Occupation:
a) Advertisement
b) Colleagues references
c) Friends/relatives references
d) Any other specify
a) Once in a week
b) Twice in a week
c) Once in every 15 days
d) Once in a month
a) Food items
b) Clothes
c) Electronics
d) Any other pl. Specify
a) Family members
b) Spouse
c) Friends
d) Others
a) Big bazaar
b) Spencer
c) City central
d) Hyd central
a) Expensive
b) Competitive
c) Affordable
d) Reasonable
a) Membership Card
b) Discount Card
c) Free packing Offers
d) Lucky draw Offer
Q11) How often do you ask for Assistance from store staff in selecting your
Purchase?
a) Almost Always
b) Frequently
c) Sometimes
d) Never
a) Excellent
b) Good
c) Poor
a) Sure
b) May be
c) Never
a) Yes
b) No
Q15) How, do you suggest to Big Bazaar management to making present Big
Bazaar to more attractive?
1) Highly satisfied
2) Satisfied
3) Neither satisfied nor dissatisfied
4) Dissatisfied
Elements 1 2 3 4
1. Location ( ) ( ) ( ) ( )
2. Operating time ( ) ( ) ( ) ( )
3. Parking facility ( ) ( ) ( ) ( )
4. Cleanness of store ( ) ( ) ( ) (
5. Spacious shop floor ( ) ( ) ( ) ( )
6. Easy to locate product ( ) ( ) ( ) ( )
7. Quality product ( ) ( ) ( ) ( )
8. promotion offers ( ) ( ) ( ) ( )
9. price fo the product ( ) ( ) ( ) ( )
10.staff helpfulness ( ) ( ) ( ) ( )
11.flexibility in payment
mode ( ) ( ) ( ) ( )
12.return of value for
money ( ) ( ) ( ) ( )
Thank you
BIBLIOGRAPHY
Text Books
Websites:
www.consumerbehavior.com
www.bigbazaar.com
www.panthalone.com
www.futuregroup.com