Consumer Satisfaction

SURANA COLLEGE
Centre for Post Graduate Studies
MASTER OF BUSINESS ADMINISTRATION

(Recognized by AICTE, New Delhi and Affiliated to Bangalore University, Bangalore)
PROJECT REPORT ON
“Assessment of Customer satisfaction”
AT
Submitted in partial fulfillment of the

Requirement for the Award of Master of Business Administration
Of Bangalore University
(2006 – 2008)
Submitted by
MAHESH M BAVIKATTI
MBA IV SEM
Reg No: 06KXCM6008
Under the Guidance of

Mr.JEEVNANADAN.S
SURANA.P.G CENTER, BANGALORE 1

DECLARATION
I, MAHESH M BAVIKATTI undersigned here by declare
that the Dissertation titled “Customer satisfaction towards Big
Bazaar” , is my original work carried on in partial fulfillment of
the requirements for the award of the degree of Master of Business
Administration of Bangalore University in Surana College PG
Centre.
The findings of the report are based on the data collected by
me while doing the survey using the questionnaire and interacting
with the customers of all the four organized retail outlets. This will
not be used for any other degree.
Date: MAHESH M BAVIKATTI
Place Bangalore
(Reg.No:06KXCM6008 )

ACKNOWLEDGEMENT
It gives me a great pleasure to extend my thanks and
gratitude to those who have been instrumental in completion of
this project.
I would like to extend my sincere thanks to Dr.V.Prabhu

Dev, Director, Surana PG Centre, Bangalore for his valuable
support and guidance extended to me throughout the course.
It is indeed an immense pleasure to express my sincere
gratitude to my Internal guide Mr. Jeevanandan.S, Faculty,
Surana College PG Centre, Bangalore, for his valuable
guidance in this endeavor. It was his inspiration, support and
suggestion which has helped me to complete this venture.
I take it as my pleasure and honor to express my

sincere gratitude to Mr. Rahul Store manager of BIG
BAZAAR who not only gave me opportunity to do my project in
their company but also helped me a lot.
I express my sincere thanks to all the respondents who

have spare their precious time in responding to the questionnaire
and giving their feedback.
I thank my Parents and Friends for their sincere support
which made me to successfully complete this Dissertation report.
MAHESH M BAVIKATTI

EXECUTIVE SUMMARY
Today organized retailing has taken a new turn in the
retailing industry, the demand for products and services available
in the organized retail sector is increasing day by day and hence
large number of giant retail companies are entering India.
As the number of working population is at a rise, the earning
power is increasing, the standard of living of people is improving
and people are expecting more of new products which should be
easy and quick to use at low price and high quality.
Organized food retailing is booming today, as the new
packaged food products such as ready to eat, ready mix etc., and
the different varieties of products available in a single store has
made the life of people very easy and comfortable and hence
people are shifting from the traditional retail stores to new
organized retail stores.
A detail study on organized retailing and organized food
retailing, the growth prospects, the preference of consumers and
their level of satisfaction is included in the report.
The study was undertaken in the respective organization to
know about the customer satisfaction of Big Bazaar. The objective
was also to find the satisfaction level of customers, and Pre
purchase, during purchase, and post purchase behavior.
Objectives:

Main Objective:
1. To study the satisfaction of customers at Big Bazaar
Sub Objectives:
1. To find out the pre purchase behavior
2. To find out the during purchase behavior
3. To find out the post purchase behavior
Research methodology:
The study was made through a survey in Big Bazaar and
seeks the opinions and Suggestions of the respondents towards Big
Bazaar. The process included:
• Explaining the respondents about the objectives of the
project
• Get the respondents fill the questionnaire in the most
effective manner
• Seeking the opinions & suggestions on the various areas
where Big Bazaar can improve and build itself much
stronger in city.
• The research design is descriptive in nature as the study
includes the collection of data through Questionnaire &
group discussion.
The consumers expect the organized retail outlets to be

maintained Clean, the ambience to be high, good environment,
quality products and service, good parking facilities, customer

care service etc., and therefore it is the responsibility of the
organized retail outlet manager and the employees to satisfy the
customers and make customers delight.
Introduction:
The basic objective of any marketing activity is to generate, satisfy and retain
consumers by facilitating production, distribution and consumption functions of the

society. Consequently, any marketing activity is actually a process consisting of a series
of iterative and inter-related steps to effectively perform the above-mentioned functions.
Retailing is one such step in the marketing chain of activities that facilitates the
distribution function. Initially, it was considered as just another step in the marketing
chain and the function was accepted as obvious. As the competition increased globally,
differentiation became more and more difficult. Consumer’s purchasing power increased
as economy opened up into more market-oriented mode. Retail function being the most
often used and final link with the ultimate consumer, marketers thought of using it for
differentiation and positioning. So, retailing ceased to be considered as an outgrowth of
traditional marketing activity; rather it was recognized as an important business
proposition in its own accord, which ultimately helps marketing in performing its
function and successfully satisfying the objectives. Therefore, retailing immerged as a
discipline and considerable thinking and research went into it for the development and
substantiation. In this course, we are not trying to repeat retailing as a marketing channel
function. Rather visualizing the immerging role of retailing business in satisfaction of
marketing objectives, we will try to address some crucial issues that the entrepreneur
faces in the retailing business.
Key Players
This section covers the key players currently operating in the Indian retail
industry including Future Group, Trent Ltd, RPG Enterprise, Vishal Retail Ltd, Shoppers

Stop Ltd, Bata India Ltd, Provogue India Ltd, Videocon Appliances Ltd., I.T.C. Ltd,
Godrej Agrovert Ltd, and DCM - Hariyali Kisaan Bazaar.Reliance, Life style, Subhiksha,
Market Trends, Challenges & Opportunities
1. Across BRIC countries, the food and grocery (F&G) segment is clearly driving retail
growth. For e.g., retail food sales dominate the total retail market in Brazil,
accounting for almost 54 percent of the total retail sales, while Russia is the fastest
growing retail food sales market in the world, with the potential to again double in
size by 2008.
2. The prevalence of English as a language of communication to a very great extent
facilitates material sourcing and business communication. While India and Russia
pose no problems in this regard, Brazil and China present communication problems
for foreign companies.
3. The importance of governments that are quick on decision-making and passing liberal
trade laws cannot be emphasized enough. In China, for instance, being a non-
democratic country makes it easier for foreign investors to do business sans
bureaucratic red-tapism (in comparison to a democratic country like India), the
obvious reason being that the political establishment is not directly accountable to the
people.
4. Growing urbanization and metropolitan saturation is leading to the expansion of retail
formats and investment opportunities towards tier-II cities and rural hubs across all
four countries.
5. Continued economic reforms together with the growth of organized retail (especially
in the F&G segment) has led to growing rural incomes, triggering off far-reaching,

social impacts. The upcoming ‘Golden Quadrilateral' plan for roadways in India,
which is to connect the four cities of Delhi, Kolkata, Mumbai and Chennai, will have
massive economic and social repercussions on rural and semi-rural clusters along the
vast network. In China too, the government plans to create a rural retail network
covering 70 percent of all villages by 2008.
Retail and India:
India's imminent urbanization process has implications for demand for housing,
urban infrastructure, location of retail, and demand for consumer durables.
The on-stream infrastructure development will drive growth in the transportation
sector, spur demand for vehicles, increase real estate values along the “Golden
Quadrilateral” corridor, and potentially boost construction of suburban homes as people
escape congested cities. Plus, it will open up thousands of villages en route to a global
audience and effectively integrate them with the growing Indian economy.
• Growth of the Retail market, to a great extent, is the dependent on the size of the
country's consuming class and the rate of growth of GDP, especially disposable incomes.
• India is the world's second most populous country and its GDP growth is likely to
surpass that of China by 2015.
• It is estimated that India's GDP will surpass that of the US before 2050, to make it the
world's second largest economy.

• Reflecting on the robust growth in India's GDP, consumer expenditure (in current
prices) grew at a relatively high pace of nearly 10 percent per annum over the past two
years.
• India's advantage lies in the fact that it has the largest young population in the world –
over 890 million Indians are below 45 years of age. The median age for India is 25 years
as compared to 28 years for Brazil, 33 years for China and 38 years for Russia.
• There are more English speaking people in India than on the European continent.
• The retailing industry in India, estimated at USD 270 Billion in 2006, is expected to
double to USD 440 Billion by 2010.
• The size of the organized retailing market in 2006 stood at USD 12.4 Billion in 2006,
thereby making up a mere 4.7 percent of the total retailing market.
• Of the total retail market, food and grocery retail is by far the single largest block
estimated to be worth a whopping Rs.642, 200 core, but more than 99 percent of this
market is dominated by the neighborhood mom & pop stores.
• Clothing, textiles and fashion accessories constitute the second largest block.
• With these growth percentages and following from our estimates for 2006, the future
estimates* for organized retail in India: 2007– Rs.77, 000 core; 2008 – Rs.111, 500 core;
2009 – Rs.162,000 core; and 2010 – Rs.235,000 core. (*Estimates based on 2006 prices).
• In terms of formats, the energy in terms of new investments is expected to be driven
towards the supermarkets and hypermarket segments.

Retail sector: on an upward curve
India's vast middle class and its almost untapped retail industry are key attractions
for global retail giants wanting to enter newer markets. While organized retail in India is
only two percent of the total US$ 215 billion retail industry, it is expected to grow 25 per
cent annually. KSA-Technopak, a retail consulting and research agency, predicts that by
2010, organized retailing in India will cross the US$ 21.5-billion mark from the current
size of US$ 7.5 billion.
Introduction to the project work
The Project undertaken is to study “The Customer satisfaction at Big Bazaar” The
project also includes the study of the reasons for satisfaction. It has also seen how the
prices, offers, ambience, employee behavior, quality, display, billing process buying
influence the buying behavior of the consumers. And whether these factors inspire the
consumers to visit Big Bazaar more often. The study was made to find out the satisfaction
level of customers and determining the pre purchase behavior, during purchase behavior,
and post purchase behavior. It also determines the relation between the age and income
group with quality, offers, ambience, and overall satisfaction.
Benefit to the company:
The study gives an insight about customer’s satisfaction and their perception
towards quality, price, ambience, employees, offers, display. This will also give relative
status of the Big Bazaar. From this information the following benefits emerge: To
carefully look at the customer’s expectation with regards to quality, price, ambience,
employees, offers, display. And company can apply them to the product. The study
results also will help in making proper strategies to promote the product and enhance the

satisfaction level of customers. This will improve the quality of Big Bazaar, thus the sales
and profits would increase and the market share could also increase. To understand the
major preference of Customers. Relationship between Customers and Big Bazaar.
Benefit to academics:
 It will help in applying the theoretical knowledge to the practical issues.
 It will help in understanding, reviewing and suggesting improvements in Big
Bazaar.
 The experience gained during this study provides a tool, which can be applied in any
future undertakings of similar nature.
Statement of the problem:
“Assessment of Customers satisfaction at big bazaar”
Satisfaction is defined as a judgment that a product or service feature, or the
product or service itself, provided (or is providing) a pleasurable level of consumption-
related fulfillment, including levels of under- or over-fulfillment. (Oliver, 1981).
According to Surprenant (1977), satisfaction leads to desirable consequences such
as repeat purchase, acceptance of other products in the line, brand loyalty, store
patronage, and, ultimately, higher profits and increased profit share.
Maximizing customer satisfaction and maintaining customer loyalty have become
objectives for any retailer. In an effort to provide a positive contrast for the new against
the old, this project discusses the issue of customer satisfaction and customer loyalty as
being at the center of successful brick-and-mortar physical business exchanges. The
report focuses on the customer satisfaction because it provides clues as to what

managerial changes might have induced different and more desirable behaviors, raising
the issue of customer loyalty myopia. This myopia stems from believing that consumer
behavior can be created and sustained in and by itself without careful regard to its
underlying basis on the customer satisfaction side, reviving the long-standing marketing
dilemma of attitude and behavioral measures, and how much attitudes influence or
predict behavior.
Objectives of the study:
To know the perception of the customer regarding the product and their choice.
To find out the pre purchase behavior of the buyers in Big Bazaar
To find out the during purchase behavior of the buyers in Big Bazaar
To find out the post purchase behavior of the buyers in Big Bazaar
To study the level of customer satisfaction using BIG BAZAAR retail service.
Need for the study:
Retailing and wholesaling consist of many organizations designed to bring goods
and services from the point of production to the point of use.
Retailing includes all the activities involved in selling goods or services directly to final
consumers for their personal, non-business use. Retailers can be classified in terms of
store retailers, non-store retailing, and retail organizations.
Store retailers include many types, such as specialty stores, department stores,
supermarkets, convenience stores, superstores, combination stores, hypermarkets,

discount stores, warehouse stores, and catalog showrooms. These store forms have had
different longevities and are at different stages of the retail life cycle. Depending on the
wheel-of-retailing, some will go out of existence because they cannot compete on a
quality, service, or price basis.
Non-store retailing is growing more rapidly than store retailing. It includes direct
selling (door-to-door, party selling), direct marketing, automatic vending, and buying
services.
Much of retailing is in the hands of large retail organizations such as corporate
chains, voluntary chain and retailer cooperatives, consumer cooperatives, franchise
organizations, and merchandising conglomerates. More retail chains are now sponsoring
diversified retailing lines and forms instead of sticking to one form such as the
department store.
Retailers, like manufacturers, must prepare marketing plans that include decisions
on target markets, product assortment and services, store atmosphere, pricing, promotion,
and place. Retailers are showing strong signs of improving their professional
management and their productivity, in the face of such trends as shortening retail life
cycles; new retail forms, increasing intertype competition, polarity of retailing, new retail
technologies, and many others
With the intense competition in the retail industry, the retailer who is able to
satisfy its customers will be the survivor or the winner. Accordingly, once a satisfied
customer is created, a source of profit is made for the businesses. The underlying purpose
of satisfying a customer’s needs is to ultimately make that customer into the seller of the
retailers’ products or services. A satisfied customer is a repeat customer, and their loyalty
will ensure retailer profits. A satisfied customer will talk to other people about his or her

satisfying experiences at a particular retail store, thus sending more customers to that
retailer. This ultimately means more businesses and more profit for the retailer.
Therefore, achieving customer satisfaction is a vital aspect of the business operation that
retailers cannot afford to ignore.
Scope of the study
This project was undertaken in the Big Bazaar customer group, which is the
popular hypermarket in India. The scope of the study was undertaken in city Bangalore.
This study also aims towards knowing the consumers opinion towards Big Bazaar.
Limitations of the project
• The customers were covered in and around the above areas only and cannot be treated
as the survey and the responses of the Bangalore as a whole.
• As the study was conducted as a part of the curriculum, the time available to procure
data restrained the sample to 100 customers.
• As customers were reluctant and scared to provide actual information, response is
likely to be biased in some cases. Some customers were unaware of some items.
• Some of the customers responded very well to the questionnaires and were grateful to
the product what they have purchased but some of them even did not bothered to
allow me to interact with them because they didn’t want to spend their time.
• The report is based on the information collected from the respondents.
Statement of hypothesis:
Ho: There is no significant difference in the service provided at BIG BAZAAR.
H1: There is significant difference in the service provided at BIG BAZAAR.

Research methodology:
The study was made through a survey in Big Bazaar and seeks the opinions and
Suggestions of the respondents towards Big Bazaar. The process included:
 Explaining the respondents about the objectives of the project
 Get the respondent’s fill the questionnaire in the most effective manner
 Seeking the opinions & suggestions on the various areas where Big Bazaar can
improve and build itself much stronger in city.
 The research design is descriptive in nature as the study includes the collection of
data through Questionnaire & group discussion.
Research Design
It is a Descriptive research. The study was based on both primary and secondary
data. The primary data was collected through the questionnaire methods.
Secondary data was collected through company websites, journalism discussions with
company guide.
Information was collected directly from the people of the Bangalore who visit Big
Bazaar, for the project work. The survey data collected during the study includes the data
collected through questionnaire, face-to-face interview with the people of Bangalore who
visit Big Bazaar.

Methods of Data Collection:
Primary Data:
The primary or the first hand data was collected with the help of handing out the
questionnaires for the survey and also through conducting group discussions in the Big
Bazaar. The respondents were asked how they feel about the Big Bazaar. And there
shopping experience and the satisfaction level and what are the things that need
improvement were also discussed in length at the discussions.
Secondary Data:
The major source of secondary or supporting data is Internet. The information on
Retail industry and company profile of Big Bazaar as whole and the brand was collected
from the Internet.
Indirect responses:
Information is also gathered from the executives of Big Bazaar and the
employees.
Select the sample:
The research study will be carried out with in Big Bazaar Bangalore.
Sampling Design
The research was mainly opted on customers survey. The sample selected for
survey was of stratified random sample and cluster sample. Sample size of 100
respondents
Sample Character
Respondents who Visit Big Bazaar outlet were sources of data collection.
Sampling Plan

Sampling unit : CUSTOMERS
Sampling Method : Convenience Sampling.
Sampling Size : 100 Customers.
Sample Area : Big Bazaar
DATA ANALYSIS:
Data are useful only after analysis. Data analysis involves converting the series of
data recorded observations into descriptive statements and / or inferences about
relationships.
The survey will be carried out in Big Bazaar Bangalore, and the sample size of
100 customers of Big Bazaar will be taken. The information gathered will be formulated
in the form of a coding sheet and the appropriate Pie-charts and Bar-chart will be used for
easy understanding of the project work.

Company profile
Business Overview

At Pantaloon, we take pride in challenging conventions and thinking out of the
box, in traveling on the road less traveled. Our corporate doctrine ‘Rewrite Rules, Retain
Values’ is derived from this spirit.
Over the years, the company has accelerated growth through its ability to lead
change. A number of its pioneering concepts have now emerged as industry standards.
For instance, the company integrated backwards into garment manufacturing even as it
expanded its retail presence at the front end, well before any other Indian retail company
attempted this. It was the first to introduce the concept of the retail departmental store for
the entire family through Pantaloons in 1997. The company was the first to launch a
hypermarket in India with Big Bazaar, a large discount store that it commissioned in
Kolkata in October 2001. And the company introduced the country to the Food Bazaar, a
unique 'bazaar' within a hypermarket, which was launched in July 2002 in Mumbai.
Embracing our leadership value, the company launched all in July 2005 in Mumbai,
making us the first retailer in India to open a fashion store for plus size men and women.
Today we are the fastest growing retail company in India. The number of stores
are going to increase many folds year on year along with the new formats coming up.
The way we work is distinctly "Pantaloon". Our courage to dream and to turn our
dreams into reality – that change people’s lives, is our biggest advantage. Pantaloon is an
invitation to join a place where there are no boundaries to what you can achieve. It means
never having to stop asking questions; it means never having to stop raising the bar. It is
an opportunity to take risks, and it is this passion that makes our dreams a reality.
Company profile

Pantaloon Retail (India) Limited, is India's leading retail company with presence
across multiple lines of businesses. The company owns and manages multiple retail
formats that cater to a wide cross-section of the Indian society and is able to capture
almost the entire consumption basket of the Indian consumer. Headquartered in Mumbai
(Bombay), the company operates through 5 million square feet of retail space, has over
331 stores across 40 cities in India and employs over 17,000 people. The company
registered a turnover of Rs 2,019 core for FY 2005-2006.
Pantaloon Retail forayed into modern retail in 1997 with the launching of fashion
retail chain, Pantaloons in Kolkata. In 2001, it launched Big Bazaar, a hypermarket chain
that combines the look and feel of Indian bazaars, with aspects of modern retail, like
choice, convenience and hygiene. This was followed by Food Bazaar, food and grocery
chain and launch Central, a first of its kind seamless mall located in the heart of major
Indian cities. Some of it's other formats include, Collection i (home improvement
products), E-Zone (consumer electronics), Depot (books, music, gifts and stationary), all
(fashion apparel for plus-size individuals), Shoe Factory (footwear) and Blue Sky
(fashion accessories). It has recently launched its entailing venture,futurebazaar.com.
The group's subsidiary companies include, Home Solutions Retail India Ltd,
Pantaloon Industries Ltd, Galaxy Entertainment and Indus League Clothing. The group
also has joint venture companies with a number of partners including French retailer
Etam group, Lee Cooper, Manipal Healthcare, Talwalkar's, Gini & Jony and Liberty
Shoes. Planet Retail, a group company owns the franchisee of international brands like
Marks & Spencer, Debenhams, Next and Guess in India.

Future Group
Pantaloon Retail is the flagship enterprise of the Future Group, which is
positioned to cater to the entire Indian consumption space. The Future Group operates
through six verticals: Future Retail (encompassing all retail businesses), Future Capital
(financial products and services), Future Brands (management of all brands owned or
managed by group companies), Future Space (management of retail real estate), Future
Logistics (management of supply chain and distribution) and Future Media (development
and management of retail media).
Future Capital Holdings, the group's financial arm, focuses on asset management
and consumer finance. It manages two real estate investment funds (Horizon and Kshitij)
and consumer-related private equity fund, In division. It also plans to get into insurance,
consumer credit and other consumer-related financial products and services in the near
future.

Future Group's vision is to, "Deliver Everything, Everywhere, Every time to
Every Indian Consumer in the most profitable manner." One of the core values at Future
Group is, 'India ness' and its corporate credo are - Rewrite rules, Retain values.
Future Group is positioned to cater to the entire Indian consumption space. It
operates through six verticals: Future Retail (encompassing all lines of retail business),
Future Capital (financial products and services), Future Brands (all brands owned or
managed by group companies), Future Space (management of retail real estate), Future
Logistics (management of supply chain and distribution) and Future Media.
The group's flagship enterprise, Pantaloon Retail, is India's leading retail
company with presence in food, fashion and footwear, home solutions and consumer
electronics, books and music, health, wellness and beauty, general merchandise,
communication products, E-tailing and leisure and entertainment.
Future Group's vision is to, “deliver Everything, Everywhere, Every time to
Every Indian Consumer in the most profitable manner.” One of the core values at Future
Group is, ‘Indian ness' and its corporate credo is – Rewrite Rules, Retain Values.
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 brings to us our strength, our ability to learn, unlearn and re-learn, our
ability to evolve.

Future Group, will not wait for the Future to unfold itself but create future
scenarios in the consumer space and facilitate consumption because consumption is
development. Thereby, we will effect socio-economic development for our customers,
employees, shareholders, associates and partners.
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 write 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 consumer to their needs of tomorrow.
It is this understanding that has helped us succeed. And it is this that will help us
succeed in the Future. We shall keep relearning. And in this process, do just one thing
Business Description
Pantaloon Retail (India) Ltd. The Company's principal activity is to operate

chain retails stores in names of Big Bazaar, Food Bazaar, Central and Pantaloons. The
Big Bazaar is the discount store, which offers a wide range of products under one roof.
The products include apparels and non-apparels such as utensils, sports goods and
footwear. The Company also has its presence into gold retailing by launching Gold
Bazaar. The Company's Food Bazaar provides a range of food and grocery products
ranging from fresh fruits and vegetables, staples, FMCG products and ready-to-cook
products. The Central offers a chain of stores including books and music stores, global
brands in fashion, sports and lifestyle accessories, grocery store and restaurants. The
Pantaloon retail stores focus largely apparels and accessories.
Group Vision

Future Group shall deliver Everything, Everywhere, Every time for Every Indian
Consumer in the most profitable manner.
Group 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 segments – for classes and for
masses.
• We shall infuse Indian brands with confidence and renewed ambition.
• We shall be efficient, cost- conscious and committed to quality in whatever we
do.
• We shall ensure that our positive attitude, sincerity, humility and united
determination shall be the driving force to make us successful.
Core Values
• Indian ness: confidence in ourselves.

• Leadership: to be a leader, both in thought and business.
• Respect & Humility: to respect every individual and be humble in our conduct.
• Introspection: leading to purposeful thinking.
• Openness: to be open and receptive to new ideas, knowledge and information.
• Valuing and Nurturing Relationships: to build long term relationships.
• Simplicity & Positively: Simplicity and positively in our thought, business and
action.
Big Bazaar

“Isse sasta aur accha kahin nahi”
Shop till you drop! Big Bazaar has democratized shopping in India and is so much
more than a hypermarket. Here, you will find over 170,000 products under one roof that
cater to every need of a family, making Big Bazaar India’s favorite shopping destination.
At Big Bazaar, you will get the best products at the best prices -- this is our
guarantee. From apparel to general merchandise like plastics, home furnishings, utensils,
crockery, cutlery, sports goods, car accessories, books and music, computer accessories
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.
If you are a fashion conscious buyer who wants great clothes at great prices, Big
Bazaar is the place to be. Leveraging on the company’s inherent strength of fashion, Big
Bazaar has created a strong value-for-money proposition for its customers. This
highlights the uniqueness of Big Bazaar as compared to traditional hypermarkets, which
principally revolve around food, groceries and general merchandise.
Boasting of an impressive array of private labels, Big Bazaar is continually
striving to provide customers with a ‘complete’ look. So be it men’s wear, women’s
wear, kids wear, sportswear or party wear, Big Bazaar fashions has it all!
Big Bazaar has clearly emerged as the favorite shopping destination for millions
of its consumers, across the country, it’s success is a true testament to the emotional

bonding it has established with the Indian consumer, on account of its value offerings,
aspirational appeal and service levels. We believe Big Bazaar is a true pan-Indian model
that can enter into most towns in India and democratize shopping everywhere.
26th January, 2006... India’s Sabse Sasta Din
The acceptance and loyalty that Big Bazaar has garnered over the years, was well
evident on 26th January 2006.
On the day India celebrates its Republic Day, the company honoured the
consumer by calling it the ‘Maha Savings Day’. Shoppers at all Big Bazaar and Food
Bazaar outlets across the country were offered products at prices never heard before in
the history of shopping.
The offers were spread across categories from electronics to utensils, from apparel
to furniture and food. This event received tremendous response from the regular and an
entirely new set of shoppers, which resulted in nearly 2 million people visiting the stores
on that day. And most stores were able to post record sales for a single day.

Pan India Model
Riding on the consumption boom that the country has been witnessing over the
past couple of years, the company further expanded its foray into the value space by
adding 10 stores during the year 2005-06, entering new cities like Vishakapatnam, Pune,
Lucknow, Indore, Mangalore and Rajkot.
The excellent performance of these new stores, further fortified the mass appeal
of Big Bazaar as a true, family-shopping destination. The total number of Big Bazaar
outlets as on June 2006 stood at 30 stores and over 1.20 million square feet of retail
space.
FASHION FOCUS
Big Bazaar continues to be a fashion-led delivery format, with fashion comprising
about 40 per cent of its revenues. Fashion got a further fillip through the standardization
of the visual merchandise at all existing and new stores. The communication focused on
it being the fashion destination of the masses.
Big Bazaar Getting Bigger
An interesting development has been the increase in the categories and
micro merchandising at Big Bazaar. New categories like consumer electronics, furniture,
communication, food and beverage, pharmacies, beauty retail, salons, books, stationery
and music are being added and Big Bazaar is getting bigger in space. A Big Bazaar store
measuring more than 150,000 square feet opened in Bangalore in October 2006. This
takes Big Bazaar to the next level.

Private Label Initiatives
On the private label front, the company increased its share of private brands
as a percentage of the total fashion revenues from about 40 per cent in 2004-05 to over 50
per cent in 2005-06. For the year under review, the private label fashion category also
witnessed a significant growth over the past year by nearly 120 per cent.
Big Bazaar Fashion-Private Label Brands
Big Bazaar has gradually introduced private labels in fashion over the last few
years. Every year, new private labels are introduced to increase their share over other
brands.
Some of the private labels launched include:
DJ&C
India`s cool answer to international labels is positioned for the 20-35 year age
group. It targets both men and ladies and the range includes designer denims, casuals,
street-wear and campus-wear.
DJ&C Sports
This is a unisex sportswear range for the age group of 20-40 years.
Shatranj
The men’s ethnic wear range consists of kurtas, kurta pyjama sets and heavy sherwani
sets.
Shyla

True to its tagline `what women want’, Shyla offers a complete range of
formal/semi-casual line of ladies tops, trousers, skirts, etc.
Srishti
The complete ethnic wear range offering a range of traditional designs for ladies,
encompasses both salwar kameez sets and mix-n-match/fusion wear.
Pink n Blue
The kids’ brand range created to celebrate the spirit of childhood, has the blue
range for boys and pink for girls. There is an infant line available as well. Pink n Blue
covers the entire apparel needs of kids right across t-shirts, shirts, jeans, trousers, shorts,
dresses and ethnic-wear/occasion-wear.
FOOD BAZAAR
Across India, food habits vary according to community, customs and
geography. Food Bazaar, through its multiple outlets addresses this. At the same time it
offers best quality products at wholesale prices to a wide cross section of the India
population. Food Bazaar effectively blends the look, touch and feel of the Indian bazaar
with the choice, convenience and hygiene that modern retail provides.
The food and grocery division of the company was launched in 2002-03 and
has grown to 47 stores nationwide at the end of the current financial year. Most stores are
located within Big Bazaar, Central and Pantaloons and act as strong footfall generators.
There are separate stand-alone Food Bazaars as well. The business contributed just under
50 per cent of value retailing, and about 20 per cent to the company’s turnover during
2005-06.

Food Bazaar offers a variety of daily consumption items, which include staples,
soaps and detergents, oils, cereals and biscuits. On the product category side, the primary
segregation is done on the basis of staples, fresh produce, branded foods and home and
personal care products.
Affiliated companies
Pantaloon Industries limited
Pantaloon Industries Limited was incorporated in 1987 and its shares are listed
on the Bombay Stock Exchange. The main activities of PIL are to set up textile units and
manufacturing and marketing of fabrics and readymade garments.
Home Solutions Retail India Ltd.
Home Solutions Retail (India) Ltd. (HSRIL) leads the groups foray in the home
improvement and consumer electronics retailing segment. It caters to home management
requirements and products, including furnishings and textiles, furniture, consumer
electronics, home electronics and home services. It operates retail formats like Home
Town, Furniture Bazaar, Collection I, E-Zone, Electronics Bazaar and Got It.
Future Capital Holdings
Future Capital is the financial arm of the group and is involved in asset
management (both private equity and real estate funds) with plans to get into other
financial services including insurance, credit and other consumer related financial
services. It’s associate companies are Kshitij Investment Advisory Co. Ltd., Indivision
Investment Advisers Ltd., and Ambit Investment Advisory Co. Ltd.

Converge M retail (India) Ltd
Converge Retail (India) Ltd., leads the group’s foray into the
communication and IT products segment. It operates formats like M-Port, M Bazaar and
Gen M.
Indus League Clothing Ltd.
The group owns a majority stake in Indus League Clothing Ltd., one of the
leading apparel manufacturers and marketers in India. Some of its leading brands include
Indigo Nation, Scullers, Urbana, Urban Yoga and Jealous.
Galaxy Entertainment Corporate Ltd.
The group owns a stake in Galaxy Entertainment Corporate Ltd. that operates
chains like Bowling Company, Sports Bar and Brew Bar.
Joint Ventures Companies
Planet Retail Holdings Ltd.
The group is a joint venture partner in Planet Retail Holdings Ltd., which
operates sports, lifestyle and leisure retail chain. It also owns the franchisee and
distribution rights of brands like Marks & Spencer, Guess, Debenhams and Puma in
India.
Foot mat retail
Foot mart Retail is a joint venture with Liberty Shoes and is engaged in the retailing of
footwear products in India.

GJ Future Fashions
GJ Future Fashions is a joint venture with kids apparel manufacturer - Gini & Jony.
Capita Land Retail India
The group is a joint venture partner in CapitaLand Retail India, along with
Singapore-based CapitaLand Limited. The company provides retail management services
to retail properties owned or managed by various group companies and investment funds.
ETAM Future Fashions India Pvt. Ltd.
ETAM Future Fashions India Pvt. Ltd., is a joint venture with French-retailer,
ETAM and the group. The company is involved in manufacturing and distribution of
women’s fashion and lingerie products.

Big Bazaar store, Banashankari.
Store study
Level 1:
Departments with their Products: -
a) Depot:
1. General books
2. Office stationary
3. Children stationary
4. Film VCD’s & DVD
b) NBD (New Business Development)
1. Watches
2. Fashion Jewelry
3. Auto accessories
c) Gold Bazaar:
Navaras Gold Jewelry
(This is the separate unit not related to Big Bazaar they share profits on percentage basis)
d) Mobile Bazaar:
1. All kinds of Hand sets ranging from Rs 1000 to !8000 of different companies
2. Mobile accessories
3. Codeless phones & land line phones

e) Star Sitara:
1) Cosmetics
2) Fragrances
3) Herbals
4) Pharmaceuticals
f) Shringar :
1. Bangles
2. Jewelry sets
3. Bracelets
4. Hair Accessories
5. Bidies
6. Chins
Plastics, Utensils, Crockery (PUC)
g) Plastics:
1. Buckets
2. Casseroles
3. Containers
4. Boxes
5. Flasks
6. Bowls
7. Jugs & sippers
8. Bottles & Mugs
h) Utensils:
1. Plates, Bowls, Glasses

2. Non stick Cookware’s
3. Kitchen tools
4. Tiffin Boxes
Crockery
1. Crockery cutlery
2. Table Materials / Napkins
3. Casseroles
4. Dinner sets
5. Wine, Juice Glasses
j) Luggage:
1. Travel bags
2. Trolleys
3. Bags: Schools, Collage Ladies purse
4. Suitcase
Level 2
a) Ladies Department:(SKD)
1. Sarees
2. Dress materials
3. Under garments
4. Nightwear’s
5. Western wear’s
Men’s Department:
1. Formals (Shirts & Pants)

2. Casuals (Shirts & pants)
3. Party wears
4. Jeans T-Shirts
5. Others Accessories (Lungi Dhoti etc)
6. Fabrics (Cut pieces)
7. Suits & Blazers
8. Levi’s Signature garments
Level 3
a) Furniture Department:
1. Dining Table
2. Bedroom Accessories
3. Hall accessories (Sofa sets, Chairs, Computer table etc)
4. Mattresses
b) Footwear Bazaar :
1. Sports Shoes
2. Formal Shoes
3. Casual Shoes
4. Mens Sandals
5. ladies Sandals
6. Ladies Casuals
7. Ladies Chapple
8. Ladies fancy Sleepers
9. ladies Sports shoes

c) Home Décor:
1. Flower vase
2. Artificial Flowers
3. Religious gifts
4. Candle stand
5. Umbrellas
6. Photo Frames
7. Assorted color Stones
8. Frame Paintings
9. Water falls (artificial)
10. Birthday items
d) Home line:
1. bed sheets, Pillows , bed spreads
2. Towels, Yellow dust
3. Razai , Carpets, Cushion covers
4. Chair bags
e) Toys Dept:
1. Soft toys
2. Educational toys
3. Board games, Action figures
4. Dolls
Kids department
f) Boys section:

1. T-Shirts, Trousers, jeans
2. Cotton shirts, Cargo, Codraw
3. Ethic wears
4. Co ordinates
5. Rain cotes
g) Girls Section:
1. Ethic wears
2. Co- ordinates
3. Cotton frocks
4. Western wears
h) Infants:
1) Jhablas
2) Vests
3) Bibs feedings
4) Bed items
5) Baba suits
Level 4
a) Beverages:

b) Soft drinks
c) Mineral water
d) Juices
e) Health drinks
f) Frozen items
b) Confectionaries:
All kinds of Chocolates & Confectionaries
c) Fruits & Vegetables:
d) Staples Dept:
a) Dal, Rice, Atta, Rava items
b) Oil’s, Masala items
c) Dry fruits
d) Spicy items
e) Ready meals
f) Breakfast cereals
e) Process Dept:
a) Health drinks
b) Ready to eat
c) Corn flaks, Chips

d) Instant mixes
e) Soups, Bread items, pickle
f) Spreads
g) Home care:
 Phenyl, Detergents
 Dish wash, Tissue papers, Scratch
 Shoe cases, Fresh wrap,
g) Personal care:
1. Soaps, tooth paste, Shampoo
2. Deodorants, Body spry
3. Baby food, Talcum powder
4. Men’s apparel
Level 5
Electronic Bazaar:
1. Televisions
2. Sound System
3. Refrigerators
4. Washing machines
5. Microwave

Awards and recognition
National Retail Federation
• International Retailer of the Year - Pantaloon Retail (India) Ltd. The National
Retail Federation is the largest retail trade association with over 1.4 million member
organizations in the US and across the world. Some of the past recipients of this award
include Metro AG, Carrefour, Ito-Yokado, Zara and Boticario.
Retail Asia, Retail Asia Pacific Top 500 Awards
• International Retailer of the Year - Pantaloon Retail (India) Ltd. The National
Retail Federation is the largest retail trade association with over 1.4 million member
organisations in the US and across the world. Some of the past recipients of this award
include Metro AG, Carrefour, Ito-Yokado, Zara and Boticario.
Images Retail Awards 2006
• Mr. Kishore Biyani – Retail Face of the year
• Big Bazaar – Best Value Retail Store
• Big Bazaar – Best Retail Destination
• Food Bazaar – Best Food and Grocery Store
Readers Digest Plat€inum Trusted Brand Award
• Big Bazaar - Earning a trusted Place in the everyday lives of consumers

CNBC Awaaz Consumer Awards
• Big Bazaar: Most preferred store
Retail Asia Publishing
PRIL – Numero Uno Retail Organisation of India
2005
Readers Digest and Awaaz consumer Award
• Big Bazaar - Most preferred, large, Food and Grocery store
Readers Digest Platinum Trusted Brand Award
• Big Bazaar - Earning a trusted Place in the everyday lives of consumers
• PRIL – Most admired retailer of the year
• Food Bazaar - Retailer of the year (food and grocery)
• Big Bazaar – Retailer of the year (value retailing)
• Central – Retail launch of the year

Business Today selected PRIL among:
• Top 20 companies in India to watch in 2005
• India’s most investor-friendly companies in the top 75
• India’s biggest wealth creators in the top 100
2004
• PRIL – Most admired retailer of the year
• Food Bazaar - Retailer of the year (food and grocery)
• Big Bazaar – Retailer of the year (value retailing)
• Central – Retail launch of the year
Reid & Taylor and DLF Awards
• PRIL – Retailer of the year
2003
Indian Express Award
PRIL- Marketing excellence and excellence in brand building

Board members:
Mr. Kishore Biyani, Managing Director
Kishore Biyani is the Chief Executive Officer of Future Group and
Managing Director, Pantaloon Retail India Ltd. He started off his entrepreneurial
career with manufacturing and distribution of branded men’s wear products.
In 1997, Kishore Biyani led the group’s foray into modern retail with the opening
up of the first department store Pantaloons in Kolkata. In 2001, he created and
evolved a pan-Indian, class-less model – Big Bazaar, a hypermarket chain,
followed by ‘Food Bazaar’, a supermarket chain, which blended the look, touch
and feel of Indian bazaars with western hygiene. This was followed by Central, a
first of its kind seamless mall located in the heart of major India
Mr. Gopikishan Biyani, Wholetime Director
Gopikishan Biyani, is a commerce graduate and has more than twenty
years of experience in the textile business.
Mr. Rakesh Biyani, Wholetime Director
Rakesh Biyani, is a commerce graduate and has been actively involved in
category management; retail stores operations, IT and exports. He has been
instrumental in the implementation of the various new retail formats.
Mr. Ved Prakash Arya, Director
Ved Prakash Arya, is an engineer by training and is a graduate of the
Indian Institute of Management, Ahmedabad. Prior to joining Pantaloon Retail, he
was the CEO of Globus.
Mr. Shailesh Haribhakti, Independent Director

Shri Shailesh Haribhakti, is a Chartered Accountant, Cost Accountant, and
a Certified Internal Auditor. He is the Deputy Managing Partner of Haribhakti &
Co., Chartered Accountants and past president of Indian merchant Chambers. He
is on the Board of several Public Limited Companies, including Indian
Petrochemicals Corporation Ltd., Ambuja Cement Eastern Ltd. etc. He is on the
Board of Company since June 1, 1999.
Mr. S Doreswamy, Independent Director
S. Doreswamy, is a former Chairman and Managing Director of Central
Bank of India and serves on the board of DSP Merrill Lynch Trustee Co and Ceat
Limited among others.
Dr. D O Koshy, Independent Director
D. O. Koshy, holds a doctorate from IIT, Delhi and is the Director of National
Institute of Design (NID), Ahmedabad. He has over 24 years of rich experience in
the textiles and garment industry and was instrumental in the setting up of NIFT
centres in Delhi, Chennai and Bangalore. He is a renowned consultant
specializing in international marketing and apparel retail management.
Ms. Anju Poddar, Independent Director
Anju Poddar, holds a Bachelor of Engineering from University of
Oklahoma and is a Director, NIFT, Hyderabad chapter. She also serves on the
board of Maharishi Commerce Ltd and Samay Books Ltd, among others.

Ms. Bala Deshpande, Additional Director
Bala Deshpande, is Non-Executive Director, ICICI Venture Funds and
also serves on the boards of Deccan Aviation, Nagarjuna Construction, Welspun
India and Shoppers’ Stop Ltd, among others.
Mr. Anil Harish, Independent Director
Anil Harish, is the partner of DM Harish & Co. Associates & Solicitors and an
LLM from University of Miami. He also serves on the board of Mahindra Gesco,
Unitech, IndusInd Bank and Hinduja TMT, among others.

Table1: Awareness about BIG BAZZAR.
SI.NO Particulars Respondents Percentage

1 Yes 75 75%
2 No 25 25%
Total 100 100%
Source: Primary data.
Interpretation:
From the above table clearly notice that 75% of the respondents are aware with the BIG
BAZAAR and 25% are not aware.
25%
YES
NO
75%
Source: Table 1
Inference:
It is observed from the above chart that 75% of customers are aware about BIG
BAZAAR and 25%of customers are not. It is very clear from the above chart that
majority of the people are aware about the BIG BAZAAR.
Table 2: The different sources of information about BIG BAZAAR.

1 News paper 55 55%
2 Television 25 25%
3 Direct marketing 15 15%
4 Radio 5 5%
Total 100 100%

Interpretation:
From the above table can clearly notice that 55%, 25%, 15% & 5% of the respondents are
aware about the BIG BAZZAR through newspaper, television, direct marketing & radio
respectively.
60 55
50
40
30 25
20 15
10 5
0
New s paper Telev ision Direct marketing Radio
Source: Table 2
Inference:
It is observed from the above chart that 55% of customers are aware about BIG
BAZAAR through newspaper and 5%of customers through Radio. It is very clear from
the above chart that awareness about BIG BAZAAR through Radio is very poor
compared to other source of information.
Table 3: Liking towards shopping at BIG BAZAAR.

1 Yes 65 65%
2 No 35 35%

Total 100 100%

Interpretation:
From the above table it is observed that 65% of the respondents prefer shopping at
BIGBAZAAR and 35% of them do not prefer.
35%
Yes
No
65%
Source: Table 2
Inference:
It is observed from the above chart that 65% of the customers shop at BIG
BAZAAR and 35% of the customers do not shop at BIG BAZAAR.
Table 4: Frequency of shopping at BIG BAZAAR.

1 Twice in a week 15 15%
2 Weekly 35 35%
3 Twice in a month 30 30%
4 Monthly 20 20%

Total 100 100%
Source: Primary data
Interpretation:
From the above Table it is clear that 35% of people shop once in a week. 30%, 20% and
15% people prefer to shop twice in a month, once in a month and twice in a week
respective
Sourc
40
35
35
30
30
25
20
20
15
15
10
5
0
Twice in a week Weekly Twice in a month Month
e: Table 4
Inference:
It is clear that 35% of people shop once in a week and 15% of people shop twice
in a month .It is observed from the above chart it is clear that maximum customers like to
shop weekly once.
Table 5: Customer’s satisfaction level towards the price.

SI.No Particulars Respondents Percentage
1 Highly satisfied 15 15%
2 Satisfied 35 35%
3 Undecided 20 20%
4 Dissatisfied 20 20%
5 Highly dissatisfied 10 10%
Total 100 100%
Interpretation:
From the above table it is clear that 35% of the respondents are satisfied with the prices
in Big Bazaar, 15% are highly satisfied, 20% are neither satisfied nor dissatisfied, 20%
are dissatisfied and just 10% are highly dissatisfied.
Highly dissatisfied Highly satisfied

10% 15%
Dissatisfied
20%
Satisfied
35%
Undecided
20%
Source: Table 5
Inference:
It is observed from the above chart that 35% of customers are satisfied about the
BIG BAZAAR Price and 10% of customers are dissatisfied with pricing.
Table 6: Customer’s satisfaction level towards the quality of product.


2 Satisfied 40 40%
3 Undecided 15 15%
Total 100 100%
Interpretation:
From the above table it is clear that 40% of the respondents are satisfied with the Quality
of Products in BIG BAZAAR, 25% are highly satisfied, 15% are neither satisfied nor
dissatisfied, 15% are dissatisfied and 5% are highly dissatisfied.
Highly dissatifie d
Dissatisfied
5%
15%
Highly satisfied
25%
Satisfied
40%
Undicided
15%
Source: Table 6
Inference: It is observed from the above chart that 40% of respondents are satisfied
about the BIG BAZAAR quality of products and 5% of respondents are dissatisfied.
Table 7: Customer’s satisfaction level towards the Ambience.

2 Satisfied 32 32%
3 Undecided 15 15%

Total 100 100%
INTERPRETATION:
From the above table it is clear that among 100 respondents 32% are satisfied with the
Ambiance in BIG BAZAAR, 38% are highly satisfied, 15% are neither satisfied nor
dissatisfied, 10% are dissatisfied and 5% are highly dissatisfied
Highly dissatisfied
Dissatisfied
5%
10%
Highly satisfied
Undecided 38%
15%
Satisfied
32%
Source: Table 7
Inference:
It is observed from the above chart that 38% of the respondents are satisfied
about the BIG BAZAAR Ambience and 5% of the respondents say customer Ambience
is poor in BIG BAZAAR.
Table 8: Customer’s satisfaction level towards the Service.

2 Satisfied 40 40%
3 Undecided 15 15%
4 Dissatisfied 5 5%

Total 100 100%
Interpretation:
From the above table it is clear that among 100 respondents 40% are satisfied with the
Service in BIG BAZAAR, 25% are highly satisfied, 15% are neither satisfied nor
Dis satisfied Highly dissatisfied

5% 5%
Undecided Highly satisfied
15% 35%
Satisfied
40%
Source: Table 8
Inference:
It is observed from the above chart that 40% of the respondents are satisfied about
the BIG BAZAAR Service and 5% of the respondents say customer Service is poor in
BIG BAZAAR.
Table 9: Customer’s satisfaction level towards the Variety of products.

SI.No Particular Respondents Percentage
2 Satisfied 40 40%
3 Undecided 15 15%

Total 100 100%
Interpretation:
From the above table it is clear that majority of the respondents are satisfied with the
Variety of the Products in BIG BAZAAR with 40%, 35% are highly satisfied, 5% are
dissatisfied and 5% are highly dissatisfied.
Dissatisfied Highly dissatisfied

5% 5%
Undecided Highly satis fied
15% 35%
Satisfied
40%
Source: Table 9
Inference:
Variety of products in BIG BAZAAR and 5% of the respondents say Variety of products
is poor in BIG BAZAAR.
Table 10: Customer’s satisfaction level towards the Promotion .
SISI.NO Particulars Respondents Percentage

1 1 Highly satisfied 15 15%
2 2 Satisfied 30 30%
3 3 Undecided 15 15%
4 4 Dissatisfied 25 25%
5 5 Highly dissatisfied 15 15%
TtTotal 100 100%

Interpretation:
promotion in BIG BAZAAR with 30%, 15% are highly satisfied, 15% are neither
satisfied nor dissatisfied,
Highly dissatisfied25% are dissatisfied and just 15% are highly dissatisfied.
15%
Highly satisfied
15%
Dissatisfied
25% Satisfied
30%
Undecided
15%
Source: Table 10
Inference:
BIG BAZAAR Promotion and 15% of customers say promotion is poor in BIG
BAZAAR.
Table 11: Customer’s satisfaction level towards the Point of purchase.

2 Satisfied 40 40%
3 Undecided 15 15%
Total 100 100%
Interpretation:

point of purchase in BIG BAZAAR with 40%, 25% are highly satisfied, 15% are neither
satisfied nor dissatisfied, 15% are dissatisfied and just 5% are highly dissatisfied.
Dissatisfied Highly dissatis fied

5% 5%
Undecided Highly satisfied
15% 35%
Satisfied
40%
Source: Table 11
Inference:
It is observed from the above chart that 40% of customers are satisfied about the BIG
BAZAAR Point of purchase and 5% of customers say point of purchase is poor in BIG
BAZAAR
Table 12: Customer’s satisfaction level towards the Discounts.

2 Satisfied 40 40%
3 Undecided 15 15%
Total 100 100%
Interpretation:
discounts in Big Bazaar with 40%, 35% are highly satisfied, 15% are neither satisfied nor

Highly dissatisfied
10%
Highly satisfied
15%
Dissatisfied
20%
Satisfied
Undecided 40%
15%
Source: Table 12
Inference:
BIG BAZAAR discount and 10% of customers says discount is poor in BIG BAZAAR
.Table 13: Customer’s satisfaction level towards the Sales promotion.

2 Satisfied 30 30%
3 Undecided 15 15%
Total 100 100%
Interpretation:
From the above table it is clear that 30% of the respondents are satisfied with the Sales
Promotion in BIG BAZAAR, 25% are highly satisfied, 15% are neither satisfied nor

Highly dissatisfied
10%
Highly satisfied
25%
Dissatisfied
20%
Undecided
Satisfied
15%
30%
Source: Table 13
Inference:
BIG BAZAAR Sales promotion and 10% of customers say Sales promotion is poor in
BIG BAZAAR.
Table 14: Customer’s satisfaction level towards the Branded products.

2 Satisfied 32 32%
3 Undecided 13 13%
Total 100 100%
Interpretation:
From the above table it is clear that 32% are satisfied with the Branded Products in BIG
BAZAAR, 10% are highly satisfied, 13% are neither satisfied nor dissatisfied, 28% are

Highly dissatisfied
Highly satisfied
17%
10%
Satisfied
32%
Dissatisfied
28%
Undecided
13%
Source: Table 14
Inference:
BIG BAZAAR Branded products and 10% of customers say Branded products is poor
in BIG BAZAAR.
Table15: Customer’s satisfaction level towards the Convenience.

2 Satisfied 23 23%
3 Undecided 27 27%
Total 100 100%
Interpretation:
From the above table it is clear that 23% are satisfied with the Convenience in BIG

Highly dissatisfied
17%
Highly satisfied
10%
Satisfied
23%
Dissatisfied
23%
Undecided
27%
Source: Table15
Inference:
BIG BAZAAR Convenience and 10% of customers say Convenience is poor in BIG
BAZAAR.
Table 16: Customer’s satisfaction level towards the Location.

2 Satisfied 30 30%
3 Undecided 17 17%
Total 100 100%
Interpretation:
From the above table it is clear that 30% are satisfied with the Location in BIG

Highly dissatisfied
10% Highly satisfied
Dissatisfied 28%
15%
Undecided
17%
Satisfied
30%
Source: Table16
Inference:
BIG BAZAAR Location and 10% of customers say Location is poor in BIG BAZAAR.
Table 17: Customer’s satisfaction level towards the Availability.

2 Satisfied 26 26%
3 Undecided 13 13%
Total 100 100%
Interpretation:
From the above table it is clear that 26% are satisfied with the Availability in BIG

Highly dissatisfie d
10%
Highly satisfied
Dissatisfied 33%
18%
Undecided
13%
Satisfied
26%
Source: Table17
Inference:
BIG BAZAAR Availability and 5% of customers say Availability is poor in BIG
BAZAAR.
.Table 18: Overall purchasing experience.

2 Satisfied 47 47%
3 Undecided 8 8%
Total 100 100%
Interpretation:
From the above table it is clear that 47% are satisfied with the Experience of purchasing
in BIG BAZAAR, 28% are highly satisfied, 8% are neither satisfied nor dissatisfied, 10%
are dissatisfied and just 7% are highly dissatisfied.

50 47
40
30 28
20
10
10 8 7
0 Highly satisfied Satisfied Undicided Dissatisfied Highly dissatisfied
Source: Table 18
Inference:
BIG BAZAAR purchasing experience and 7% of customer say purchasing experience is
poor in BIG BAZAAR.
Testing of hypothesis:
Tool applied for the survey on customer preference on Service and price:
The chi-square test is an important test amongst the several tests of
significance developed by statisticians. Chi-square, symbolically written as
x2 (pronounced as Ki-square), is a measure used in the context of sampling
analysis for comparing a variance to a theoretical variance.
The test is in fact technique through the use of which it is possible to
all researchers to (1) test the goodness of fit (2) test the significance of
association between two attributes .

In this the chi-square is used to test the significance of association
between two attributes i.e. price and service.
Price/service 1 2 3 4 5 Total
Highly satisfied 5 15 7 8 0 35
Satisfied 5 12 8 10 5 40
Undecided 3 5 2 2 3 15
Dissatisfied 2 3 0 0 0 5
Highly dissatisfied 0 0 3 0 2 5
Total 15 35 20 20 10 100(GT)
Observed Frequency Expected Frequency (O-E)2 /E

5 5.25 0
15 12.25 .75
7 7 0
8 7 .14
0 3.5 .10
5 6 .20
12 14 0
8 8 .5
0 8 .25
5 4 .65
3 2.25 0
5 5.25 0
2 3 0
2 3 0
3 1.5 0

2 .75 0
3 1.75 0
0 1 0
0 1 0
0 5 0
0 .75 0
0 .75 0
3 1 0
0 1 0
2 5 0
Total 2.74
Statistical tool applied: Chi Square to test hypothesis.
Formula for chi square: Σ (O – E)2/E
Where O= observed values, E= expected value
[Row total for the row of that cell] * [Column total for the
column of that cell]
Expected Frequency of a
cell=-----------------------------------------------------------------------
(Grand total)
Chi square calculated= 2.74

Degree of freedom= (no of column–1) (no of rows -1)-1
Therefore Degree of freedom=15
Table value for degree of freedom 15 at 5% level of significance is 24.996
Conclusion: Accept Ho i.e., table value is grater than calculated value (24.996>2.74) and
hence the result of experiment support the hypothesis. We can thus conclude that service
provided at BIG BAZAAR is satisfied..
Findings
1. Consumer’s preference to shop in the organized food retail outlet differs based on
the age, income, etc.
2. 24.7% of consumers who visits BIG BAZAAR are the employees from private
sector and remaining 1% is from various groups.
3. Majority of customers who shop’s in BIG BAZAAR visit once in a week
(contributing 35%)
4. Great offers available at BIG BAZAAR attract 58% of the customers and prices
offered at BIG BAZAAR attract 42% of customers.
5. Varieties of goods available at departments attracts 84% of customers

6. 40% of the samples for the study are satisfied with the quality at BIG BAZAAR,
25% are highly satisfied, 15% are neither satisfied nor dissatisfied, 15% are
7. Regarding price at BIG BAZAAR 35% are satisfied, 15% are highly satisfied, 20%
neither satisfied nor dissatisfied, 20% are dissatisfied and 10% are highly
dissatisfied.
8. Customers are satisfied by the service, price, ambience and information provided by
BIG BAZAAR.
SUGGESTIONS:
 BIG BAZAAR should remain customer focused in recognizing their need, so that
customer satisfaction level is achieved.
 Change according to the requirement i.e. it has to be done on the par of changing
trend.
 More collections- more varieties and more inventory should be maintained.
 Employees at BIG BAZAAR should be updated about the products availability
and varieties for better customer service.
 BIG BAZAAR should conduct different contest for the customers who visits
regularly.

 Home delivery facility should be given for the customers who shops for Rs. 500
and above.
 More seating arrangements should be provided at BIG BAZAAR outlets.
Conclusion:
This study has basically helped to know the satisfaction level of customers toward
Big bazaar and what influence people to shop at big bazaar. Most of the customers are
influenced by the offers in big bazaar. Big bazaar have great offers for there customers
that acts as the motivating factor which brings the customers to big bazaar.
Customers shop more in the food bazaar and the men’s wear department in big
bazaar. Most of the customers are satisfied with the big bazaar. Customers feel that big
bazaar have variety of products available in various departments. Customers feel that
shopping with big bazaar is convenient and saves there valuable time. This is due to the
proper facility that is available in big bazaar.

The display of products in big bazaar is very good and the customers feel that it is
very easy for them to find any product in the store. The ambience is also very good but
how ever it needs to be improved still for better customer satisfaction.
Customers are very happy with the billing process in big bazaar and the employee
behavior towards them, but how ever the billing process should be still improved to
handle more customers in weekends.
The customers are very loyal towards big bazaar, hence they want to visit big
bazaar again, around 80 % of the customers are satisfied says that they definitely like to
visit big bazaar again. This shows that customers are satisfied in shopping at big bazaar.
I believe that Big Bazaar has the potential to satisfy its customers and retain them
and it have its brand name to reckon with in the market and I offer my best wishes for
the same and hope that my work will be of some use for the company.
The customers are very much satisfied with the organized retail outlets as these
outlets maintain and provide good quality, quantity, service, price, ambience, display of
the products, infrastructure, parking facilities and customer care. The customers are
greeted and respected very well by the employees of the outlets as today ’ s business is
driven by consumers and the customer is called as the king in the market. The organized
retail outlets are striving very hard to achieve competitive advantage in terms of customer
satisfaction and customer delight.

BIBLIOGRAPHY
9. Philip Kotler- Marketing Management- 10th Edition- Prentice Hall

Publication.
10. C.R.Kotheri- Research Methodology (Methods Techniques)- 2nd
Edition- New Age International(Pvt) Publication
Websites:
www.futurebites.com
www.pantaloonindia.com

www.google.com
QUESTIONNAIRE
Dear Sir/Madam,
I, Mahesh M Bavikatti pursuing final semester M.B.A. from Surana College P.G
Centre, affiliated to Bangalore University. As a part of my curriculum, I have undertaken
a project titled "Assessment of Customer Satisfaction". I would be glad if you spare
some time from your busy schedule and oblige me with some necessary and required
information.

The information obtained is used only for academic purpose and will be kept
confidential.
(a) Name: ___________________________________ (b) Age: ______
(c) Marital Status: Married [ ] Single [ ]
(d) Occupation: ______________________________________________
(e) Contact No: ______________________________________________
(f) E mail ID: _______________________________________________
(g) Address: ________________________________________________
________________________________________________
2. Are you aware of BIG BAZAAR products?
Yes [ ] No [ ]
3. How did you come to know about BIG BAZAAR?
a) News paper b) Television
c) Direct marketing d) Radio
4. Do you shop at BIG BAZAAR?
Yes [ ] No [ ]
5. How frequently you shop at BIG BAZAAR?
a) Twice in a week b) weekly
c) Twice in a month d) Monthly
6. The following factors show the satisfaction level of the customer
shopping at BIG BAZAAR.

Rating Scale: 1 2 3 4 5
[1] Highly Satisfied
[2] Satisfied
[3] Unsatisfied
[4] Dissatisfied
[5] Highly dissatisfied
[1] [2] [3] [4] [5]
a. Price [ ] [ ] [ ] [ ] [ ]
b. Quality of product [ ] [ ] [ ] [ ] [ ]
c. Ambience [ ] [ ] [ ] [ ] [ ]
d. Service [ ] [ ] [ ] [ ] [ ]
e. Variety of products [ ] [ ] [ ] [ ] [ ]
f. Promotion [ ] [ ] [ ] [ ] [ ]
g. Point Of Purchase display [ ] [ ] [ ] [ ] [ ]
h. Discounts [ ] [ ] [ ] [ ] [ ]
i. Sales promotion [ ] [ ] [ ] [ ] [ ]
j. Branded products [ ] [ ] [ ] [ ] [ ]
k. Convenience [ ] [ ] [ ] [ ] [ ]
l. Location [ ] [ ] [ ] [ ] [ ]
m. Availability [ ] [ ] [ ] [ ] [ ]
6. How was your overall purchasing Experience?

-----------------------------------------------------------------------------------------
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7. Any suggestions/ quarries about BIG BAZAAR,
-----------------------------------------------------------------------------------------
-----------------------------------------------------------------------------------------
Thank You,

Consumer Satisfaction

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SURANA COLLEGE

Centre for Post Graduate Studies

MASTER OF BUSINESS ADMINISTRATION

Submitted in partial fulfillment of the

Under the Guidance of

SURANA.P.G CENTER, BANGALORE 1

I, MAHESH M BAVIKATTI undersigned here by declare

that the Dissertation titled “Customer satisfaction towards Big

Bazaar” , is my original work carried on in partial fulfillment of

the requirements for the award of the degree of Master of Business

Administration of Bangalore University in Surana College PG

The findings of the report are based on the data collected by

me while doing the survey using the questionnaire and interacting

not be used for any other degree.

Date: MAHESH M BAVIKATTI

SURANA.P.G CENTER, BANGALORE 2

I would like to extend my sincere thanks to Dr.V.Prabhu

I take it as my pleasure and honor to express my

I express my sincere thanks to all the respondents who

SURANA.P.G CENTER, BANGALORE 5

SURANA.P.G CENTER, BANGALORE 6

The consumers expect the organized retail outlets to be

SURANA.P.G CENTER, BANGALORE 7

consumers by facilitating production, distribution and consumption functions of the

SURANA.P.G CENTER, BANGALORE 8

of iterative and inter-related steps to effectively perform the above-mentioned functions.

differentiation and positioning. So, retailing ceased to be considered as an outgrowth of

traditional marketing activity; rather it was recognized as an important business

function and successfully satisfying the objectives. Therefore, retailing immerged as a

function. Rather visualizing the immerging role of retailing business in satisfaction of

faces in the retailing business.

SURANA.P.G CENTER, BANGALORE 9

Market Trends, Challenges & Opportunities

2. The prevalence of English as a language of communication to a very great extent

for foreign companies.

democratic country makes it easier for foreign investors to do business sans

bureaucratic red-tapism (in comparison to a democratic country like India), the

4. Growing urbanization and metropolitan saturation is leading to the expansion of retail

SURANA.P.G CENTER, BANGALORE 10

covering 70 percent of all villages by 2008.

Retail and India:

urban infrastructure, location of retail, and demand for consumer durables.

The on-stream infrastructure development will drive growth in the transportation

Quadrilateral” corridor, and potentially boost construction of suburban homes as people

surpass that of China by 2015.

world's second largest economy.

SURANA.P.G CENTER, BANGALORE 11

double to USD 440 Billion by 2010.

thereby making up a mere 4.7 percent of the total retailing market.

market is dominated by the neighborhood mom & pop stores.

• In terms of formats, the energy in terms of new investments is expected to be driven

towards the supermarkets and hypermarket segments.

SURANA.P.G CENTER, BANGALORE 12

size of US$ 7.5 billion.

Introduction to the project work

group with quality, offers, ambience, and overall satisfaction.

Benefit to the company:

SURANA.P.G CENTER, BANGALORE 13

major preference of Customers. Relationship between Customers and Big Bazaar.

 It will help in applying the theoretical knowledge to the practical issues.

 It will help in understanding, reviewing and suggesting improvements in Big

future undertakings of similar nature.