32589249 big-bazaar

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32589249 big-bazaar

  1. 1. A PROJECT REPORT ON “A STUDY ON CUSTOMER SATISFACTION WITH SPECIAL REFERENCE TO BIG BAZAAR-KSRTC BANGALORE” A project report submitted to the Visveswaraiah technological university in partial fulfillment of the requirements for the award of the degree of MASTER OF BUSINESS ADMINISTRATION Submitted by ROSHAN.R.K RAO REG. NO.: 1CR08MBA87 Under the guidance of EXTERNAL GUIDE INTERNAL GUIDE Name: SANDEEP KHARAKIA A.ANURADHA Designation: Department manager Lecturer CMR Institute of Technology Bangalore Bangalore SUBMITTED TO VISVESWARAIAH TECHNOLOGICAL UNIVERSITY BELGAUM CMR INSTITUTE OF TECHNOLOGY #132, AECS Layout, IT Park Road, BANGALORE - 560 037 Mar 2010/2008-10 C.M.R. INSTITUTE OF TECHNOLOGY 1
  2. 2. 132, AECS Layout, IT Park Road Bangalore – 560037 Department of Management Studies Certificate Certified that the project work entitled “A STUDY ON CUSTOMER SATISFACTION WITH SPECIAL REFERENCE TO BIG BAZAAR KSRTC BANGALORE” is a bonafide work carried out by ROSHAN.R.K RAO in partial fulfilment for the award of degree of Master of Business Administration of the Visveswaraiah Technological University, Belgaum in the year 2010. It is certified that all corrections/suggestions indicated for internal assessment have been incorporated in the report deposited in the department library. The project report has been approved as it satisfies the academic requirements in respect of project work prescribed for the award of Master of Business Administration Degree. Signature of the Guide Signature of the HOD Signature of the Director Name of Student: ROSHAN.R.K RAO University Seat Number: 1CR08MBA87 External Viva Name of Examiners Signature with Date DECLARATION 1
  3. 3. I, ROSHAN.R.K.RAO, third semester, student of the MBA Dept. in C.M.R. Institute Of Technology, do hereby declare that this project report entitled “A STUDY ON CUSTOMER SATISFACTION WITH SPECIAL REFERENCE TO BIG BAZAAR KSRTC BANGALORE”, has been submitted by me in partial fulfilment of the requirement, for the award of the degree of MASTER OF BUSINESS ADMINISTRATION by the Visveswariah Technology University, Belgaum, Karnataka. The project is an independent work and has not been submitted to any other university for the award of any degree or diploma. Date: Signature: Place: Bangalore. Name: Roshan.R.K.Rao Reg.No: 1CR08MBA87 2
  4. 4. ACKNOWLEDGEMENT I wish to pledge and reward my deep sense of gratitude for all those who have made this project come alive. I am gratefully indebted to my internal faculty guide Prof. A.Anuradha at CMR Institute of Technology, for encouraging me and for her constant support throughout the course of the project and helping me complete it successfully. A special note of gratitude goes to my external guide Mr/Ms Sandeep kharakia for providing me an opportunity to work in this corporate exposure and for his support and guidance in this endeavor. I would like to express my heart-felt gratitude to thank Prof. Bholanath datta for his valuable suggestions and moral support throughout the course of my project., I wish to thank chandrashekar store manager at big bazaar for all that he has done, to help me work on my project. I finally thank my family and friends for their constant support and guidance. Student’s Name Roshan.R.K.Rao Table of Index Serial No Contents Page No. 1
  5. 5. 1 PART-A Executive summary Chapter I Introduction 1.1 .Industry Profile 1.2. Company Profile 1.2.1. Background and inception of the company 1.2.2. Nature of the business carried. 1.2.3. Vision, Mission & Quality Policy. 1.2.4 Products/service profile 1.2.5. Area of operation – Global / National / Regional. Advantage to location 1.2.6. Ownership pattern – sole trader/joint Stock/cooperative/family venture. 1.2.7. Competitors information 1.2.8. Infrastructural facilities 1.2.9. Achievement / Award if any 1.2.10. Work flow model (End to End) 1.2.11. Future growth and prospects 1 2- 2 Chapter II Mckensy’s 7S frame work with special reference to organization under study. 3 Chapter III SWOT analysis 4 Chapter IV Analysis of financial statement 5 Chapter V Learning experience 2
  6. 6. PART-B 7 Chapter VI Introduction 6.1. Statement of the problem 6.2. Objectives of the study 6.3.Scope of the study 6.4. Methodology 6.4.1. Research Method 6.4.2. Sample size 6.4.3. Sampling technique 6.4.4. Data collection Technique (Primary and Secondary) 6.4.5. Data Analysis Technique 6.4.6. Arrangement of chapters/Chapter scheme/Layout. 7. Limitations of the study (Time, area, respondent’s biasness, organization/industry related) 8 Chapter VII Analysis, observations and inferences 9 Chapter –VIII Findings, Suggestion, Recommendations and Conclusion 10 11. Appendices 11 12 Annexures 12 13. Bibliography EXECUTIVE SUMMARY Indian retail sector is witnessing one of the most hectic Marketing activities of all time. The companies are fighting to win the hearts of customer. There is always a ‘first mover advantage’ in an upcoming sector. In India, that advantage goes to “BIG BAZAAR”. It has brought about many changes in the buying habits of people. It has created formats, which provide all items 3
  7. 7. under one roof at low rates, or so it claims. In this project, we will study its marketing strategies and promotional activities. A Study under the title “A STUDY ON THE CUSTOMER SATISFACTION WITH SPECIAL REFERENCE TO “FUTURE GROUP”- BIG BAZAAR, KSRTC, BANGALORE” was conducted in face to face interaction with the customers who came to shop at the store and data filled from 400 customers. This report is based on 20 satisfactory questions. Study was conducted through sample random population of customers at Big Bazaar. Some of the customers were kind enough to mail back the filled questionnaire as they were busy at the store. Some of the questions such as parking service, gift wrapping was left empty as they never used it. The primary objective was to know the customers satisfaction level and their expectations from the store. Customer satisfaction has been directly correlated to service quality and employee satisfaction. Survey has shown that majority of the customers preferred Big Bazaar over other retail stores, while a very small section of respondent customers preferred other retail hyper markets over Big Bazaar (92%). A majority of 81% were very much satisfied with the product and service availability at the store. Another important objective of the study was to identify the needs and expectations of the customers visiting the store from the store. A few questions were set to identify the same. From the study it was revealed that a large number of customers needed ATM (61%) and a Food Court (31%) and seating arrangements at the store, and many needed some branded collections at the Clothing section. From the study I came to know that Big Bazaar is spending more on advertisement as about 90% came to know about Big Bazaar from advertisement. I understood that the customers are expecting the visit at Big Bazaar to be much more than a mere shopping. They need convenience, recreation at the store. But overall the customers are very much happy with the store and its services CHAPTER I INDUSTRY PROFILE 2
  8. 8. Retail means selling goods and services in small quantities directly to customers. Retailing consists of all activities involved in marketing of goods and services directly to consumer for their personnel family and household use. Retail is India’s largest industry, accounting for over 10 percent of the country’s GDP and around 8 percent of the employment and the expected annual growth rate is 5% per annum and remaining share is contributed by the unorganized sector. The main challenge facing the organized sector is the competition from unorganized sector. Unorganized retailing has been there in India for centuries, theses are named as mom-pop stores. The mainadvantage in unorganized retailing is consumer familiarity that runs from generation to generation. It is a low cost structure, they are mostly operated by owners, has very low real estate and labor costs and has low taxes to pay. Retail industry in India is at the crossroads. It has emerged as one of the most dynamic and fast paced industries with several players entering the market. But because of the heavy initial investments required, break even is difficult to achieve and many of these players have not tasted success so far. However the future is promising; the market is growing, government policies are becoming more favorable and emerging technologies are facilitating operations. According to A T Kearney, the organized retailing is expected to be more than $23 billion revenue by 2012. In organized retailing will grow faster than unorganized sector and the growth speed will be responsible for its high market share, which is expected to be $ 17 billion by 2010-11. 2
  9. 9. Recent trend ➢ Retailing in India is witnessing a huge revamping exercise as can be seen in the graph ➢ India is rated the fifth most attractive emerging retail market: a potential goldmine. ➢ Estimated to be US$ 200 billion, of which organized retailing (i.e. modern trade) makes up 3 percent or US$ 6.4 billion ➢ As per a report by KPMG the annual growth of department stores is estimated at 24% The organized sector is expected to grow faster than GDP growth in next few years driven by favorable demographic patterns, changing lifestyles, and strong income growth. This organized retail sector mix includes supermarkets, hypermarkets discounted stores and specialty stores, departmental stores. For example, Spencer network has 69 stores, which includes seven Spencer hypermarkets, three Spencer super markets and 49 Spencer Daily’s. Now the company is planning to open 20 stores in 10 cities in six months. The top 10 retailers account only for 2% of total market, today modern retailing is expected to enter a boom phase, which has major players and these players might capture 10% of total market, within next five years. The retail sales in India for future are shown below (data from 2005-2008 is based on estimates) 1
  10. 10. Retailing in India is gradually inching its way toward becoming the next boom industry. The whole concept of shopping has altered in terms of format and consumer buying behavior, ushering in a revolution in shopping in India. Modern retail has entered India as seen in sprawling shopping centers, multi-storied malls and huge complexes offer shopping, entertainment and food all under one roof. The Indian retailing sector is at an inflexion point where the growth of organized retailing and growth in the consumption by the Indian population is going to take a higher growth trajectory. The Indian population is witnessing a significant change in its demographics. A large young working population with average age of 24 years, nuclear families in urban areas, along with increasing working-women population and emerging opportunities in the services sector are going to be the key growth drivers of the organized retail sector in India. The market size of Indian retail industry is about US $312 billion. India’s Consumption Cosmos During the past decade, Private Final Consumption Expenditure has been the key driver of economic growth in India. History of retailing Retail concept is old in India. World’s first departmental store started in Rome. Today’s kirana stores are based on Manusmriti & Kautilya’s arthshastra. Haats, Melas, Mandis & door to door salesmen are traditional Indian retail. Retailing and wholeselling 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 1
  11. 11. 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, and polarity of retailing, new retail technologies, and many others. Wholesaling includes all the activities involved in selling goods or services to those who are buying for the purpose of resale or for business use. Wholesalers help manufacturers deliver their products efficiently to the many retailers and industrial users across the nation. Wholesalers perform many functions, including selling and promoting, buying and assortment-building, bulk-breaking, warehousing, transporting, financing, risk bearing, supplying market information, and providing management services and counseling. Wholesalers fall into four groups. Merchant wholesalers take possession of the goods and include full-service wholesalers (wholesale merchants, industrial distributors) and limited-service wholesalers (cash-and- carry wholesalers, truck wholesalers, drop shippers, rack jobbers, producers' cooperatives, and mail-order wholesalers). Agents and brokers do not take possession of the goods but are paid a commission for facilitating buying and selling. Manufacturers' and retailers' branches and offices are wholesaling operations conducted by non-wholesalers to bypass the wholesalers. Miscellaneous wholesalers include agricultural assemblers, petroleum bulk plants and terminals, and auction companies. Wholesalers, too, must make decisions on their target market, product assortment and services, pricing, promotion, and place. Wholesalers who fail to carry adequate assortments and inventory and provide satisfactory service are likely to be bypassed by manufacturers. Progressive wholesalers, on the other hand, are adapting marketing concepts and streamlining their costs of doing business. Challenges 2
  12. 12. ➢ Largely urban phenomenon, pace of growth is still slow. ➢ Not being recognized as an industry in India so availability of finance is low to new market players. ➢ High cost of real estate. ➢ High stamp duties. ➢ Lack of infrastructure. ➢ Multiple & complex taxation system. ➢ Protest against retail sector COMPANY PROFILE Future Group Pantaloon Retail (India) Limited is India’s leading retailer that operates multiple retail formats in both the value and lifestyle segment of the Indian consumer market. Headquartered in Mumbai, the company operates over 12 million square feet of retail space, has over 1000 stores across 71 cities in India and employs over 35,000 people. The company’s leading formats include Pantaloons, a chain of fashion outlets, Big Bazaar, a uniquely Indian hypermarket chain, Food Bazaar, a supermarket chain, blends the look, touch 2
  13. 13. and feel of Indian bazaars with aspects of modern retail like choice, convenience and quality and Central, a chain of seamless destination malls. Some of its other formats include Depot, Shoe Factory, Brand Factory, Blue Sky, Fashion Station, Mobile Bazaar and Star Sitara (Beauty clinic). The company also operates an online portal, Futurebazaar.com. A subsidiary company, Home Solutions Retail (India) Limited, operates Home Town, a large- format home solutions store, selling home furniture products and E-Zone focused on catering to the consumer electronics segment. Pantaloon Retail was awarded the ‘International Retailer’ of the Year 2007, by the US-based National Retail Federation, the largest retail trade association and the ‘Emerging Market Retailer’ of the Year 2007 at the World Retail Congress in Barcelona. Pantaloon Retail is the flagship company of Future Group, a business group catering to the entire Indian consumption space. The group’s subsidiary companies include, Home Solutions Retail India Ltd, Pantaloon Industries Ltd, Galaxy Entertainment and Indus League Clothing. CORPORATE GOVERNANCE REPORT Corporate Governance indicates transparency, accountability and reliability on any organization. One of the core missions of the organisation is to achieve excellence in all spheres, be it profitability, growth in market share, superior quality of products and services to the satisfaction of the stakeholders through an efficient and effective code of governance. We aim at providing fairness, clarity and transparency in all our dealings and increasing the value of all stakeholders of the Company. Future Group, led by its founder and Group CEO, Mr. Kishore Biyani, is one of India’s leading business houses with multiple businesses spanning across the consumption space. While retail forms the core business activity of Future Group, group subsidiaries are present in consumer 2
  14. 14. finance, capital, insurance, leisure and entertainment, brand development, retail real estate development, retail media and logistics. Led by its flagship enterprise, Pantaloon Retail, the group operates over 12 million square feet of retail space in 71 cities and towns and 65 rural locations across India. Headquartered in Mumbai (Bombay), Pantaloon Retail employs around 35,000 people and is listed on the Indian stock exchanges. The company follows a multi-format retail strategy that captures almost the entire consumption basket of Indian customers. In the lifestyle segment, the group operates Pantaloons, a fashion retail chain and Central, a chain of seamless malls. In the value segment, its marquee brand, Big Bazaar is a hypermarket format that combines the look, touch and feel of Indian bazaars with the choice and convenience of modern retail. In 2008, Big Bazaar opened its 100th store, marking the fastest ever organic expansion of a hypermarket. The first set of Big Bazaar stores opened in 2001 in Kolkata, Hyderabad and Bangalore. The group’s speciality retail formats include, books and music chain, Depot, sportswear retailer, Planet Sports, electronics retailer, Ezone, home improvement chain, Home Town and rural retail chain, Aadhar, among others. It also operates popular shopping portal, futurebazaar.com. Future Capital Holdings, the group’s financial arm provides investment advisory to assets worth over $1 billion that are being invested in consumer brands and companies, real estate, hotels and logistics. It also operates a consumer finance arm with branches in 150 locations. Other group companies include, Future Generali, the group’s insurance venture in partnership with Italy’s Generali Group, Future Brands, a brand development and IPR company, Future Logistics, providing logistics and distribution solutions to group companies and business partners and Future Media, a retail media initiative. The group’s presence in Leisure & Entertainment segment is led through, Mumbai-based listed company Galaxy Entertainment Limited. Galaxy leading leisure chains, Sports Bar and Bowling Co. and family entertainment centers, F123. Through its partner company, Blue Foods the group operates around 100 restaurants and food courts through brands like Bombay Blues, Spaghetti Kitchen, Noodle Bar, The Spoon, Copper Chimney and Gelato. Future Group’s joint venture partners include, US-based stationery products retailer, Staples and Middle East-based Axiom Communications. Future Group believes in developing strong insights 2
  15. 15. on Indian consumers and building businesses based on Indian ideas, as espoused in the group’s core value of ‘Indianness.’ The group’s corporate credo is, ‘Rewrite rules, Retain values.’ Big Bazaar is a chain of department stores in India currently with 123 outlets. It is owned by Pantaloon Retail India Ltd, Future Group. It works on the same economy model as Wal-Mart and has been successful in many Indian cities and small towns. The idea was pioneered by entrepreneur Mr. Kishore Biyani, the CEO of Future Group. Currently Big Bazaar stores are located only in India. It is the fastest growing chain of department stores and aims at having 350 stores by 2010. 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 favourite 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 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 supermarkets, which principally revolve around food, groceries and general merchandise. Big Bazaar has clearly emerged as the favorite shopping destination for millions of its customers, across the country, its success is a true testament to the emotional bonding it has established with the Indian customer , on account of its value offerings, inspirational 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. 23, 24, 25 and 26 January, 2010... India’s Sabse Sasta Din The acceptance and loyalty that Big Bazaar has garnered over the years was well evident on 26 January 2010. 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 2
  16. 16. 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. Major Milestones 1987 Company incorporated as Manz Wear Private Limited. Launch of Pantaloons trouser, India’s first formal trouser brand. 1991 Launch of BARE, the Indian jeans brand. 1992 Initial public offer (IPO) was made in the month of May. 1994 The Pantaloon Shoppe – exclusive menswear store in franchisee format launched across the nation. The company starts the distribution of branded garments through multi-brand retail outlets across the nation. 1995 John Miller – Formal shirt brand launched. 1997 Pantaloons – India’s family store launched in Kolkata. 2001 Big Bazaar, ‘Is se sasta aur accha kahi nahin’ - India’s first hypermarket chain launched. 2002 Food Bazaar, the supermarket chain is launched. 2004 Central – ‘Shop, Eat, Celebrate in the Heart of Our City’ - India’s first seamless mall is launched in Bangalore. 2005 Fashion Station - the popular fashion chain is launched aLL – ‘a little larger’ - exclusive stores for plus-size individuals is launched 2006 Future Capital Holdings, the company’s financial arm launches real estate funds Kshitij and Horizon and private equity fund Indivision. Plans forays into insurance and consumer credit. Multiple retail formats including Collection i, Furniture Bazaar, Shoe Factory, EZone, Depot and futurebazaar.com are launched across the nation. Group enters into joint venture agreements with ETAM Group and Generali. 2007 Future Group crosses $1 billion turnover mark. Specialized companies in retail media, logistics, IPR and brand development and retail-led technology services become operational. 2008 Big Bazaar crosses the 100-store mark, marking one of the fastest ever expansion of a hypermarket format anywhere in the world. 2
  17. 17. NATURE OF BUSINESS CARRIED OUT ➢ Manufacturing ➢ Trading ➢ Service VISSION “Future Group shall deliver Everything, Everywhere, Every time for Every Indian Consumer in the most profitable manner” “To emerge as the best and the most profitable retailer in india” 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” AWARDS AND RECOGNISION 2009 CNBC Awaaz Consumer Awards 2009, Images Fashion Forum 2009, Coca-Cola Golden Spoon Awards 2009 2008 Indian Retail Forum Awards 2008, The INDIASTAR Award 2008 , Retail Asia Pacific 500 Top Awards 2008, Coca-Cola Golden Spoon Awards 2008, The Reid & Taylor Awards For Retail Excellence 2008 2007 Images Retail Awards, National Retail Federation Awards, World Retail Congress Awards, Hewitt Best Employers 2007, PC World Indian Website Awards Reader’s Digest Trusted Brands Platinum Awards 2
  18. 18. 2006 Retail Asia Pacific Top 500 Awards, Asiamoney Awards, Ernst & Young Entrepreneur of the Year Award, CNBC Indian Business Leaders Awards, Lakshmipat Singhania – IIM Lucknow National Leadership Awards, Images Retail Awards , Readers’ Digest Awards , CNBC Awaaz Consumer Awards, Reid & Taylor Awards for Retail Excellence 2005 Images Retail Awards 2005, DAKS London 2004 Images Retail Awards 2004 , Reid & Taylor and DLF Awards 2003 Indian Express Award Product profile a) Depot b) NBD (New Business Development) 1) General books 2) Office stationary 3) Children stationary 4) Film VCD’s & DVD 1) Watches 2) Fashion Jewellery 3) Sunglasses 4) Auto accessories 5) Car audio systems c) Mobile Bazaar: d) Shringar 1
  19. 19. 1) All kinds of mobile handsets ranging from Rs 1000 to Rs 25000 of different company 2) All mobile accessories 3) All major prepaid sim cards 4) All post paid connections 5) Cordless phones & landline phones. 1) Bangles 2) Jewellery sets 3) Bracelets 4) Hair Accessories 5) Bindies 6) Chins e) Plastics, Utensils, Crockery (PUC) Plastics: 1) Buckets 2) Casseroles 3) Containers 4) Boxes 5) Flasks 6) Bowls 7) Jugs & sippers 8) Bottles & Mugs 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) Dinner sets 4) Wine, Juice Glasses f) Luggage 1)Travel bags 2) Trolleys 3) School & College Bags 1
  20. 20. 4) Ladies purse & bags 5) Suitcase g) Ladies apparels h) Men’s apparels 1) Sarees 2) Dress Materials 3) Under garments 4) Nightwear 5) Western wear’s 1)Formal Shirts & Pants 2) Casual Shirts & Pants 3) Party Wears 4) Fabrics [cut pieces] 5)Other Accessories 6)Suits & Blazers 7) Ties 8) Jeans Pants 9)Belts, Handkerchiefs 10)Ethnic wears i) Infants Section: j)Toys Department 1
  21. 21. 1) Shirts, 2) Baniyans, 3) Jhabas 4) Vests 5) Bibs feedings 6) Bed items 7) Baba suits, Frocks 8) Diapers, Pampers 9) Other baby accessories 1)Soft Toys 2) Board games 3) Dolls 4) Educational toys 5) Remote Cars , bikes 6) Sports items: Cricket bats, balls, badminton & tennis rackets, hockey bats etc 7) Cycles k) Footwear Department: l)Furniture Bazaar: 1) Sports shoes 2) Casual shoes 3) Formal shoes) 4) Men’s sandals 5) Ladies sandals 6) Ladies casuals 7) Ladies Fancy slippers 8)Children shoes 1)Dining Table 2) Bedroom Accessories 3) Hall Accessories (Sofa sets, Chairs, Tables etc) 4) Mattresses 5)Computer Table 6)Wardrobe, Almirah etc m)Food Bazaar 2
  22. 22. Beverages: 1)Soft drinks, 2)Mineral water, 3) Health drinks, 4) Fruit Juices Fruits & Vegetables: All kinds of fruits and vegetables at the lowest price. Staples Dept: 1)Dals, Rice, Wheat, Ragi etc 2) Atta, Rava items, Sugar, Salt etc 3) Cooking Oils, Masala items 4) Dry fruits 5) Ready to cook foods & mixes n) Process Dept: o)Electronic Bazaar 1)Breakfast Cereals 2) Ready to eat 3) Corn flakes, Chips, Soups, Bread items, Pickle 4) Instant mixes 6) Spreads 1)Televisions, DVD Players 2) Home Theatre Systems, Audio Systems 3) Refrigerators 4) Washing Machines 5) Microwave Owen 6) Mixers, Irons & Grinders Area of operation Big bazaar a vast organization, it has branches all over the country. Future Value Retail Limited is a wholly owned subsidiary of Pantaloon Retail (India) Limited. This entity has been created keeping in mind the growth and the current size of the company’s value retail business, led by its format divisions, Big Bazaar and Food Bazaar. The company has corporate Head Office at Mumbai with many regional officers. The company 3
  23. 23. operates 123 Big Bazaar stores, 170 Food Bazaar stores, among other formats, in over 70 cities across the country, covering an operational retail space of over 6 million square feet. Cities where stores are located Agra, Ahmadabad, Allahabad, Ambala, Asansol, Bangalore, Mysore, Hubli, Bhubaneshwar, Chennai, Coimbatore, Palakkad, Kolkata, Delhi, Durgapur, Gajiabad, Gurgaon, Hyderabad, Indore, Lucknow, Kanpur, Man galore, Mumbai, Nagpur, Nasik, Panipath, Pune, Rajkot, Surat, Thane, Thiruvananthpuram & Vishakhapatnam. OWNERSHIP PATTERN The Board consists of a whole time Chairman and Managing Director, three whole time Directors and six part time Directors holding responsible positions with vast and varied experience. The whole time directors have more than 20 years of experience in retail, manufacturing and textile industry. All independent directors have rich experience in various manufacturing and retail segment. Board of Directors Mr. Kishore Biyani, Managing Director Mr. Gopikishan Biyani, Wholetime Director Mr. Rakesh Biyani, Wholetime Director Mr. Vijay Biyani, Wholetime Director Mr. Vijay Kumar Chopra, Independent Director Mr. Shailesh Haribhakti, Independent Director Mr. S Doreswamy, Independent Director 1
  24. 24. Dr. D O Koshy, Independent Director Ms. Bala Deshpande, Independent Director Mr. Anil Harish, Independent Director Infrastructural facilities: Big bazaar has state-of-the-art infrastructure facilities across the country which enhances the shopping experience of the customers and enriches the working experience of employee. Big bazaar is a multistoried outlet which has a spacious parking facility, baggage counters, ramp, water dispensary, rest rooms, trail rooms etc and for employee they have canteen, fun zone where number of various games and events are conducted for employees, changing room etc. This store is of 3 flours and divided into 3 levels based on the nature of products. There are 21 departments in this store and 220 Human Resource employed. As this store is big enough with 3 levels and 21 departments has long product range and product depth. Ones a customer get inside the store he will find all kinds of products available that may be Food item, Cosmetic, Electronic, Garments, Furniture etc. Because of these features it has a very good reputation in that area and customers who are residing far away and in other areas they also visit the store. Work flow model (End to End): 1
  25. 25. Yes no No Yes 1 start Develop EOQ base on consumption pattern Receive request for consumable by 7th of every month Feed the requirement in the system System verification for stock Send execution Get approval for Verification for stock availability at warehouse Dispatch Inward process at Update stock end Place Send requirement
  26. 26. Competitor’s information: The existing players like Big Bazaar, More Retail outlay, Vishal Mega Mart, Shoppers' Stop, Piramyd are expanding to smaller towns and cities. Many other business houses are planning to enter the retail sector either on their own or through partnerships. New entrants like Reliance Retail Ltd and Wal-Mart are going to enter the market soon. Even rural areas will provide a huge opportunity to be explored. Retailer Existing formats Brand Names Total Retail Space(‘000 sq ft) Expansions Plans Pantaloon Retail Indian Ltd Department store Pantaloon 1,948 Invest around USD125 mn between FY06-FY08. Open 80-100 more stores across formats. Hypermarket Big Bazaar N/A Triple total Retail area by FY08 to 6.5 mn Sq. ft. Supermarkets Food Bazaar N/A Enter into Furniture and home retailing. Seamless Malls Central N/A RPG Retail Hyper markets Spencer’s 480 Open 21 hypermarkets and supermarkets Music Stores Music world N/A Open another 100 Music Stores in FY08. Super markets Spencer’s N/A Shopper’s Stop Ltd. Department stores Shopper’s Stop 1000 Add 2 mn Sq. Ft. of Retail Space in FY08 Books & Music Stores Crosswords N/A Entering Hypermarket format, 18 Stores planned by FY08 Home furnishing Home Stop N/A Setting up Speciality Stores for Home Solutions. 1
  27. 27. Landmark Group (Based in Dubai) Department Stores Lifestyle 370 Set up 25 New Departmental stores by FY08. Invest USD 65mn over next 5 years. Trent India Ltd Department Stores West side 350 Add 640,000 sq.ft. of Retail Space. Hypermarkets Star India Bazaar N/A Open 17 Stores under the departmental and Hypermarket formats by FY08. Books & Music Stores Land Mark N/A Future Plans of BIG BAZAAR Recently they are interested to expand their retail business in Mysore and along with that they are interested to establish two retail outlets in Gulbarga District. Big Bazaar plans 300 stores by 2010-11. Kishore Biyani-promoted Future Group's retail chain Big Bazaar is planning to have 300 hypermarkets in the country by 2010-11. The company is also mulling to increase its annual turnover to Rs 13,000 crore by 2010- 11, up from Rs 3,600 crore last fiscal on the back of its expansion. "We started with our first store in October 2001 and have now crossed the hundred mark with three stores opened today in Pune, Cut tack and Delhi. Our plan is to increase the number of our stores to 300 by end of the 2010-11 fiscal," Big Bazaar Chief Executive Officer Rajan Malhotra said. "We are targeting a turnover of Rs 5,000 crore this year and have plans for reaching a figure of Rs 13,000 crore by 2010-11 fiscal," Malhotra said. He added that the company would be looking at both the metros and Tier I cities, besides Tier II and smaller cities, for the expansion. The Big Bazaar hypermarkets had a footfall of 11 crore last fiscal and the company is aiming for an increase in the numbers up to 14 crore this year. The size of its hypermarkets on average is 30,000 sq ft to one lakh sq ft FUNCTIONAL ANALYSIS 1) Human Resource Department 1
  28. 28. The HR department of Big Bazaar is very dynamic. Employees are the biggest strength and asset of any organization and the HR dept realizes this very well. This is very evident from the way the HR department handles all its employees. They take utmost care to select, train, motivate and retain all the employees. They have continuous developmental programs for all the employees. Currently Big Bazaar KSRTC is employing……. full time and … part time employees. There are two shifts for the employees. The first shift employees arrive at 9:30AM in the morning and leave at 7.30 in the evening, while the second shift employees report at 12.30 in the afternoon and leave at the time of Store closing (10pm). Sources of Recruitment The following are the main sources through which Big Bazaar recruits its employees. a) Consultancy Services: For top level management, employees are recruited through private consultants. They are usually appointed as Departmental Managers. b) Walk-ins : This is the main source through which Big Bazaar recruits its employees. People seeking job usually themselves approach the HR department for job vacancy. Employees usually selected from this source are appointed at the entry level as team members. c) Employee Referrals: This is the other main source through which employees are selected. Candidates who have given their previous employer as referrals are first interviewed and from their previous employer, opinion is taken about their behaviour and performance in the job. If they receive a positive opinion from their previous employer they are selected. d) Campus Recruitment: Young people bring new ideas and fresh enthusiasm. Therefore Big Bazaar visits some of the reputed educational institutions to hire some of the most talented and promising students as its employees. Selection Procedure The following is the selection procedure that the HR department practices to hire its employees. i. Interview: For entry level jobs, the candidates are interviewed by a HR person. They are asked a few basis questions about their education, previous work experience if any, 2
  29. 29. languages known etc. This is done to evaluate the candidate’s ability to communicate freely and also other skills. ii. Psychometric Tests: For higher and top level jobs, candidates are asked to answer a few questions which basically test their sharpness, analytical ability, ability to handle stress, presence of mind etc. This is done as Managers are required to work under stress all the time and still maintain a cool head to make some vital decisions. iii. Group Discussion: In campus recruitment students are involved in a Group Discussion, where they will be given a topic on which the group has to deliberate, discuss and arrive at a solution or a decision which is accepted by the whole group. Along with the G D they are also given a written aptitude test. Finally a formal interview will be conducted to assess the overall skills of the student. Induction: New employees selected will be given a 13 day induction and training program. They will be given information about the company’s business, different departments etc. They will be informed of their roles, duties and responsibilities. They will also be informed about the HR policies and rules of the company. The new employees will be on probation for a period of 6 months. After this period the HR period along with the department manager will review the performance of the employee. If the employee’s performance is good and encouraging, the employee’s services will be confirmed. Compensation & Rewards: The employees are rewarded suitably with attractive pay packages. The salary of an employee includes basic pay. HRA, special allowance, PF,ESI, Mediclaim etc. Annual bonus will be given at the time of Diwali. The employees and their dependents are also entitled for medical treatment in recognized hospitals with cashless hospitalization with whom the company has tie-ups. If a hospital is not recognized, the amount spent by the employee will be reimbursed. Along with these all the employees are given a card known as ‘Employee Discount card’ (EDC) through which they can buy any product at Big Bazaar at a special discount of 20- 30 %. Performance Appraisal: 2
  30. 30. The HR department conducts performance appraisal of all the employees annually in the month of April. Based on their performance increments will be given in their pay. In addition to this if an employee achieves or exceeds the target given to along with their team members will be provided with attractive cash and other incentives. Training & Development: Future group has its own training division for all its employees, known as ‘Future Learning & Development Limited’ (FLDL). All the employees are given training for 20 days in a year spread over different periods. ‘Gurukul’ which is a part of FLDL gives training to all the employees on various skills like team work, dedication discipline improving customer service etc to make them more knowledgeable and productive. ‘prarabh’ which is a part of FLDL gives training for new employees. In prarabh, new employees are made familiarized with companies values, vision, product knowledge etc Cashier training for non cashiers all employee has to be aware of what are the process in cashiering, how to do billing what are pitfalls in billing etc. Communication training is for improving the communication skills of employees 2) Finance Department Finance is the life blood of any business. The South Zone Head office located at Jayanagar, performs most of the financial functions and therefore the Finance department of Big Bazaar, KSRTC performs a few basic functions, such as preparing the Store’s ‘Income and Expenditure Statement’ giving full particulars of all items. It also prepares the budget for expenditure at various levels on different items. This department is also responsible for deciding and giving the weekly, monthly and yearly sales targets and the margins for all the departments separately. The Finance department is also responsible for collecting and depositing the cash received in the company’s bank account daily. 3) Marketing Department Marketing concept is a customer orientation backed by integrated marketing aimed at generating customer satisfaction as the key to satisfying organizational goals. For a firm in order to implement the marketing concept it has to focus its attention on the consumer, ascertain his/her needs, wants and requirements. 1
  31. 31. Every Brand appeals to individual customers in different ways. Good customer service is the life blood of any business. Good customer service is all about attending to existing and potential customers. Maintaining good relationship with the customers is the key to business success and hence the concept relationship marketing. Many experts think it costs anywhere from six to ten times as much, to find a new customer, than to sell to an existing one. With those financial realities in mind, the approach makes some sense, The marketing department has to decide and identify the most effective medium to attract the customers to Big Bazaar thereby increasing the sales. The department has to design creative and attractive advertisements through which the company’s products can be promoted to the customers. The company has to visit different companies and has to enter in tie-ups for all its advertisement campaign. The marketing department at big bazaar also concentrate on what is called as ‘Visual Merchandising’. Visual merchandising is an art by which a retailer makes the store talk to its customers. The colours, signage, lights, look and feel, everything is taken into account. It is very important to figure out what is the story, the picture, the idea that is being sold to the customers. Another concept that was incorporated in Big Bazaar from the beginning was that of ‘Category management’ as opposed to the brand merchandising practice that is followed by many retailers. Category management is based on the belief that a customer walks into a store looking for party shirt or a formal trouser, rather than a particular brand. Therefore the store is designed according to the categories like men’s formal wear, women’s western wear or a casual wear, etc. Within the organisation too, teams were divided according to the categories that they managed, rather than the brands. Big Bazaar wanted to have a complete bouquet of products in each category at different price-points, design, fabric, size and colour. The objective was to create ‘traffic drivers’ 2
  32. 32. within the Store rather than make brands compete with each other. Focussing on categories also helped to achieve a level of perfection within the specific segments. This department is responsible for the attractive product arrangement in the Store with respect to their nature. The basic function of this department is it divides the Store into some departments based on the nature of the product and also within the department it decides how the products should be arranged keeping in mind the customers taste. It also arranges the products to attract the customers and also ensure easy availability of products. 4) Logistics Logistics is a very important department of Big Bazaar. It is responsible for procuring the stock of all the products of the different departments. The logistics department receives the goods from the warehouse. The Warehouse of Big Bazaar for the entire South zone is located at Hosakote, Karnataka. The logistics department receives the stock of different goods and verifies the quantity and quality of the goods with the particulars given in the ‘Goods Received Statement’ which it receives along with the stock. Then it checks for any damage in the stock received. If there is no damage in the stock, after recording it in the ‘Stock Inward Register’ dispatches the goods to the respective department taking the signature of the Departmental Manager. On the other hand if there is a damage in the goods or if the goods do not match the details given in the Goods Received Statement, it enters in the Stock Outward Register and sends it back to the warehouse along with a Goods Returned Note giving full information regarding the reason for returning back the goods and the defect or damage in the goods. The logistics department receives two truck loads of stock every day. It is the respective departmental Managers who place an order to the Zonal head office through e-mail for stock of goods when they feel that the stock has to be replenished. The logistics departments works in complete coordination with all the other departments to ensure that the stocks are received and maintained properly for the smooth functioning of Big Bazaar and avoid any inconvenience to the customers. 2
  33. 33. CHAPTER II MCKENSY’S 7S model SOFT Ss The 4Ss across the bottom of the model are less tangible, more cultural in nature, and were termed 'Soft Ss' by McKensy: Skills: The capabilities and competencies that exist within the company. Shared values: The values and beliefs of the company. Ultimately they guide employees towards 'valued' behavior Staff: the company's people resources and how they are developed, trained and motivated Style: the leadership approach of top management and the company's overall operating approach. HARD Ss’ The 3Ss across the top of the model are described as 'Hard Ss': Strategy: the direction and scope of the company over the long term. Structure: the basic organization of the company, its departments, reporting lines, areas of expertise and responsibility (and how they inter-relate). 2
  34. 34. Systems: formal and informal procedures that govern everyday activity, covering everything from management information systems, through to the systems at the point of contact with the customer (retail systems, call centre systems, online systems, etc). 1) Structure: SOUTH ZONE HEAD BUSINESS MANAGER UNIT HEAD SUPER CENTER BUSINESS MANAGER ASST STORE MANAGER DEPARTMENT MANAGER ASST DEPT MANAGER MANAGEMENT TRAINEE TEAM LEADER TEAM MEMBER PROMOTERS (B) STORE MANAGER /UNIT HEAD ASST MANAGER FOOD ASST MANAGER APPARERAL ASST MANAGER ELOCTONICS Department manager Department manager Department manager Asst dept manager Asst dept manager Asst dept manager Team leader Team leader Team leader Team member Team member Team member Promoter Promoter Promoter 2
  35. 35. STORE MANAGER/ UNIT HEAD ASST MANAGER FOOTWEAR ASST MANGER CRM ASST MANAGER DEPOT Department manager Team leader Department manager Asst dept manager Team member Asst dept manager Team leader Team leader Team member Team member ASST MANAGER 0PERATION Head cashier Administration manager Maintenance manager logistic 2) STRATEGY: The strategy of big bazaar is to satisfy its customers by providing better products and giving better shopping experience to its customers. It provides value to its customers by providing products at a low price. Big bazaar follows every day low pricing strategy where by it make product available to it’s customer at a comparatively low price than other retailers. 1. Instore strategy • Apparels –discount and Impulse strategy • furniture – Display & Derive strategy (for furniture) • Electronics - demonstration strategy • G.M – necessity 2.Competion • Value format • Offers every month • Group as a whole 2
  36. 36. 3. Customer • Connectivity • Family center • Value for money • Service 4.Other • Profitability (Returns, productivity) • Service to society (Exchange policy, Old to new offer, demonstration) • Core values of the organization 3) SYSTEM STANDARD OPERATING PROCEDURE Standard operating procedure followed at big bazaar is one of the main system which make big bazaar very effective in retailing, it follows a clearly well defined system. There are various type of procedure for different department It contributes to the organization’s effectiveness and efficiency in achieving its objectives. Every department carries Asst manager, dept manager, team leader, team member etc to look after the particular department. This make it very easy for managers to handle work and work done in a systematic way. All the departments are computerized which helps to interact with one department to another. The coordination between the staff members is enhanced by this process and this system make big bazaar unique in it’s own way. 4) STAFF Their are totally 335 employees or staffs. Out of this, 210 employees are those who work in different departments and rest staff accounts to 35 securities, 35 housekeeping and 55 promoters. The coordination between the staff member is good which make the organization effective. This also helps the store to work in a better way. Every staff knows there work and they do all the work on time and systematically according to the order of head of department. 2
  37. 37. Classification according to qualification- MBA/M.com/PGDM 15 B.sc/B.com/BBM/BA 82 PUC/10th 238 1) STYLE Big bazaars follows both top down and bottom up approach all the major decision is decided in the head office and the information is sent down and at the same time good ideas and suggestions is seriously considered during decision making. Top down approach Retail management sets goals and plans for all levels of management. Bottom up approach Various units prepare own goals and plans sent up for approval. It is the effective blending of all the elements of retail mix activities within the retail organization that determines the success of retail management. Big bazaar mainly follows participative style where every employee can participate in decision making process of the store. 2) SKILLS: Big bazaar has a highly skilled staffs working together to achieve the organizational goal. From the day one, each employee is to develop some of the job required behaviour skills such as: Communication skills, Reporting skills, Learning and listening skills, Leadership skills, Personality development, Continuous improvement etc there are various methods followed to enhance the skill of employee such as: 1
  38. 38. TRAINING METHODS FOLLOWED ON THE JOB OFF- THE JOB Job rotation prarabh(for new employees) 3) SHARED VALUES: • Indianness: 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 & Positivity: Simplicity and positivity in our thought, business and action. • Adaptability: to be flexible and adaptable, to meet challenges. CHAPTER III SWOT ANALYSIS STRENGTHS ➢ High brand equity in evolving retail market ➢ State-of-the-art infrastructure of big bazaar outlet ➢ Point of purchase promotion to increase the purchase ➢ Variety of stuff under single roof ➢ Increase sales with the help of healthy competition between different department ➢ Maintains good employer-employee relation 2
  39. 39. WEAKNESS ➢ Company is not able to utilize the entire area out of 160000 sq ft they are using 108000 sq ft ➢ No optimum utilization of employees ➢ Unable to meet store opening target ➢ High attrition rate of employee OPPORTUNITIES ➢ Organized retail is just 4.15% of total pie of Indian retail ➢ Evolving customer preferences in recent year ➢ Growth in income of customers ➢ Increasing population of women ➢ Can expand the business in smaller cities as there is a lot of opportunity THREATS ➢ Competitors, global big players planning to foray into market ➢ Unorganized retail market of india ➢ Existing players in retail market ➢ Foreign direct investment cause more problems in future because of that many mergers and acquisition are happening in Indian retail sector CHAPTER IV Financial statement Profit and loss summery 2
  40. 40. 1
  41. 41. Balance sheet summery Cash flow summary 2
  42. 42. CHAPTER V MY LEARNING EXPERIENCE The 10 weeks internship at Big Bazaar helped me gaining insight into the corporate world. This was my first corporate experience in fact. The business environment at Big bazaar is apt for fresher’s to learn the basic of the business, how the business works, how the products are produced, transported, stored, and stock upon the racks. I learnt how Big bazaar priced the products. I learned about the private labeling at Big bazaar and its uses over other branded products. I understood about the uses of visual merchandising, importance of lightings at the store and placement of products and accessories around the store. I was educated about the way how Big bazaar positioned itself among the customers as haven of offers and also various strategies they employed to attract the customers from all sections of the society. Another important learning was during the “Sabse sasta 4 Din” programme when the store could successfully attract the lower middle class section of the society through aggressive campaigning. I also could interact with customers from different background, region, language and attitude and their perception towards Big bazaar. I got a peep into the administration of the store and how each floor and department has been bifurcated and administered. I learnt about how employees are made feel happy being at the store by organizing various events like Chess and carrom competition Rangoli competition and identifying and rewarding employee of the 1
  43. 43. month to keep the employee loyal to the store. These experiences I have gained at the Big bazaar will last forever and help me grow big in the Business world. 2
  44. 44. CHAPTER VI INTRODUCTION Need of the Project/ Significance: In today’s market scenario customer is the core reason for the prosperous existence of any business and it becomes very important for the retailer to analyze the customer satisfaction level. As there are lot of players in the market everyone is striving for his piece of market share and to acquire a good market share than the competitors. In today’s non-traditional retail format where all the products are available under one roof customers always looks for a better deal through various retailers. Therefore customer satisfaction is the blood for the growth and survival of business in the market. Thus proper understanding of the customer satisfaction will provide the organization with the knowledge of devising strategies for acquiring and retaining the customers more effectively and this project on customer satisfaction is aimed at knowing and improving the satisfaction of the customers. Statement of Problem- The purpose of the study is to understand the level of customer satisfaction at big Bazaar thereby understanding the customer base, their perception and their contentment with the service provided by Big Bazaar. On the basis of this problem statement, the following specific objectives have been crystallized. OBJECTIVES: 1. To study the customer insight regarding retail industry 2. To understand customer base of big bazaar 3. To measure the effect of special offer provided by big bazaar 4. To understand the customer perception about big bazaar when compared to other major retail outlets 5. To identify the additional needs of the customer in regards of Product availability. 6. To gauge the effectiveness of service provided by big bazaar 7. To take efforts and measures to improve the product and service availability to customer 1
  45. 45. SCOPE OF THE STUDY The study will cover the overall customer opinion survey on customer satisfaction and its effect on their purchase and the study will be restricted to Big Bazaar (Mysore road) Bangalore only. The study will be done to analyze the satisfaction level of the customers, their attitude towards the store, its products and services and its effect on customer purchase in Big Bazaar and the responses will be related to the project done period only. METHODOLOGY A descriptive study will be conducted to understand the level of customer satisfaction at big bazaar KSRTC bangalore. The study requires data to be collected from both primary and secondary sources. A survey will be conducted to collect primary data. Universe: In this research, the universe taken is the customers visiting the big bazaar KSRTC outlet. Sample Size: A sample size of 400 customers is been selected. Sampling Technique: Convenience sampling Technique shall be the technique employed for the selection of sample units from the population. SOURCES OF DATA The data required for the analysis will be collected as follows Primary Data: In order to collect data a structured questionnaire is prepared. In the questionnaire, questions are presented with exactly same wordings and exactly in the same order to all respondents in order to elicit the right responses. 2
  46. 46. Secondary Data: This data shall consist of the information collected from the company’s website and The data is also collected through company records, product brochure, share with us form etc. LIMITATIONS 1. Time limit is the major constraint. 2. Some respondents refuse to co-operate. 3. Respondents bias opinion. 4. The study was restricted to only the customers of Big bazaar KSRTC Bangalore branch. 5. The result and analysis based on the customer survey method and small sample size has taken only 400. 2
  47. 47. CHAPTER VII ANALYSIS, OBSERVATIONS AND INFERENCE 1
  48. 48. 1) Gender base Table 1 Gender No. of Respondents Percentage Male 188 47 Female 212 53 Total 400 100 Graph 1 Analysis: The above table shows the number of male and female respondents. The male respondents constituted 47% of the respondents and the remaining 53% were female respondents. Interpretation: The above chart clearly shows that Big bazaar has almost equal customers regarding gender where the female customers are comparatively more in a total customer base. 1
  49. 49. 2) Age Table 2 Age No. of Respondents Percentage 18-24 100 25 25-40 144 36 41-60 124 31 Above 60 32 8 Total 400 100 Graph 2 Analysis:. From the bar graph depicted above, the distribution of the population under study is evident. Of the 400 respondents who answered the questionnaire, 31 percent indicated that Their ages fell in the category 18-24 years, 36 percent were of age group between 25 to 40, and 25 percent fell in age group of 40 to 60 while the remaining 8 percent were above 60 years of age. Interpretation: Majority of the customers who visit the store belongs to the age group of 25 to 40 who are the major decision makers in the family. The next major customer base constitute of population belonging to the age group of 40 to 60. 3) Your Profession? Table 3 Profession No. of Respondents Percentage Student 108 27 Salaried 132 33 Self-employed 40 10 Others 120 30 Total 400 100 1
  50. 50. Group 3 Analysis: The above table and the graph shows the profession of the customer base visiting Big bazaar which constitute of students , salaried, self-employed etc. Interpretation: The above data shows that Big bazaar more or less is equally attracting customers belonging to various professions where majority of the population is salaried, followed by a large pool of house wives, retired employees which amounts to 30 percent of the total customers. Students also constitute an equally important part of customer base. 4) What is your qualification? Table 4 Qualification No. of the Respondents Percentage Matriculation(10th) 24 6 12th 56 14 U.G. 168 42 P.G. 152 38 Total 400 100 Graph 4 Analysis: The above table and graph shows the various qualification group of Big bazaar customers which constitute of 10th , 12th , Under graduates and Post graduates. 1
  51. 51. Interpretation: The survey shows that the majority of whom visit the store are undergraduates followed by Post graduates which shows that the customer base is knowledgeable and very much aware about their alternatives available. 5) What is your family monthly income? Table 5 Income Level No. of Respondents Percentage Less than 20,000 80 20 20,000-30,000 164 41 30,000-40,000 96 24 Above 40,000 60 15 Total 400 100 Graph 5 Analysis: The above table and graph provide us the information about the average monthly family income of the customers of the store. Interpretation: The above findings shows that that the majority of the customers average family monthly income is around Rs.20,000-30,000, which shows that the store attracts large amount of middle –class customers. Next majority of customer family earns about Rs. 30,000-40,000 followed by 20 percent of families earning below Rs. 20,000. Upper middle class families constitute to 15 percent of the total customer base. 6) Which store comes to your mind while you think of purchasing a product? Table 6 Store name No. of Respondents Percentage Big bazaar 368 92 Tata Star Bazaar 16 4 1
  52. 52. Vishal mega mart 12 3 Other retailers 4 1 Total 400 100 Graph 6: Analysis: The above table shows the preference of the customer while making a retail purchase. Interpretation: The above table and graph clearly indicates that the majority of the customers are interested in Big bazaar than any other retail outlets while making a purchase 1
  53. 53. 7) Which other Big bazaar outlet do you visit apart from this? Table 7: Store Name No. of Respondents Percentage Banashankari 52 13 Malleshwaram 20 5 No other stores 328 82 Total 400 100 Graph 7: Analysis: The majority of the customers preferred K.S.R.T.C. Big bazaar outlet over other nearby Big bazaar outlets which accounts for 82 percent of the total customer population followed by 13 percent favored Banashankari outlet and 5 percent opting for newly opened Malleshwaram branch. Interpretation: The findings show that the K.S.R.T.C Big bazaar outlet is preferential against other nearby Big bazaar outlets as this particular outlet has a competitive advantage of location. 8) Which are the services other retailers are giving which is lacking in this store? Table 8: Services No. of Respondents Percentage A.T.M 244 61 Home delivery 88 22 Others 68 17 Total 400 100 Graph 8: 1
  54. 54. Analysis: The graph and the table provides us with the information about the services which other retail outlets are providing among which ATM service amounts to 61 percent of the customer opinion succeeded by the need of Home delivery which accounts for 22 percent and finally other service requirements of about 17 percent. Interpretation: The major 61 percent of the customers believe that the ATM service has to be provided adjacent to store and another 22 percent wish for home delivery services to be provided. And remaining 17 percent urged for seating arrangements, food court and many more counters at each level during rush hours. 1
  55. 55. 9) How did you come to know about Big bazaar? Table 9: Source No. of Respondents Percentage Advertisement 360 90 Family members 28 7 Other sources 12 3 Total 400 100 Graph 9: Analysis: The above chart and table depicts various sources from which the customers came to know about the Big bazaar which includes 0f 90 percent from advertisement, 7 percent from the family members and remaining 3 percent from other sources. Interpretation: The majority of the customers came to know about Big bazaar from advertisements from various medium of communications like Television, radio, hoardings, handouts etc and the rest of the members from family members and other sources like friends, neighbors etc. 1
  56. 56. 10) How often do you visit Big bazaar? Table 10: Frequency of the visit No. of Respondents Percentage Daily 36 9 Weekly 276 69 Monthly 88 22 Total 400 100 Graph 10: Analysis: The above findings show the frequency of visit of the customers. 69 percent of the respondents visit the store weekly, 22 percent visited monthly and 9 percent visited daily. Interpretation: 69 percent of the respondents visited weekly due to the popular “Wednesday bazaar” and on weekends. 22 percent visited monthly who makes bulk purchase for entire month. A very minute 9 percent visited the store daily and these customers are those who stay near to the store. 1
  57. 57. 11) Are you satisfied with the availability of the products at the store? Table 11: Satisfaction No. of respondents Percentage Yes 324 81 No 76 19 Total 400 100 Graph 11: Analysis: The above table and graph shows the satisfaction level of the customers concerning the availability of the products at the store. 81 percent of the respondents are quite satisfied with the product availability at the store. A very small fraction of about 19 percent of customers thinks otherwise. Interpretation: The survey shows that the majority of the customers that is around 81 percent are of opinion that the products at the store are sufficient and around 19 percent of the respondents think that the basic products(such as toilet soaps, tooth pastes etc.) are not available during the offer periods. 1
  58. 58. 12) Do you find any difficulty in figuring out the offers being announced at the store? Table 12 No. of respondents Percentage Yes 116 29 No 284 71 Total 400 100 Graph 12 Analysis: The above graph and table shows the opinion of the respondents regarding the announcement made within the store. Around 71 percent of the respondents felt no difficulty in following the announcement while rest 29 percent were not happy. Interpretation: The survey shows that the majority of the respondents felt easy in following the announcement while 29 percent of the respondents were of opinion that the announcement should be made in regional languages and the quality of the speakers should be improved. 13) How do you locate the staircase, Ramp, Fresh room etc. in the store? Table 13: Locating method No. of Respondents Percentage Using Signage’s 132 33 Through Staff 92 23 By your own 176 44 Total 400 100 1
  59. 59. Graph 13: Analysis: The above table and chart shows the ease with which the respondents locate the stair case, ramp, fresh room etc. A 44 percent of the respondents felt no difficulty in navigating through the store to locate the products.33 percent use signages and 23 percent seek the help of staff. Interpretation: The survey shows majority of the respondents which is 44 percent helped themselves, 33 percent used signages in order to locate the products and services at the store. Remaining 23 percent usually first time visitors seek the help of staff. 14) What do you like more at Big bazaar? Table 14: No. of Respondents Percentage Offers 204 51 Ease to find products 92 23 Price 32 8 Varieties 72 18 Total 400 100 Graph 14: Analysis: The above table shows various factors that motivate people to visit Big bazaar. Offers play an important role as a majority 51 percent of the respondents were attracted by the various offers at Big bazaar. 23 percent preferred Big bazaar because of the ease to find the products, 18 percent liked the varieties and 8 percent are happy with the price. 1
  60. 60. Interpretation: 51 percent of the respondents liked the offers at big bazaar as Big bazaar have successfully positioned itself as haven of offers in the market. 23 persons liked the ease to find the products, all under one roof.18 percent liked the varieties and only 8 percent liked the price of the products. 15) What do you shop most at “Food Bazaar”? Table 15: Items No. of Respondents Percentage Fruits and Vegetables 84 21 Rice and pulses(Groceries) 288 72 Biscuit and snacks 28 7 total 400 100 Graph 15: Analysis: The above table and graph shows what the customer shops most at the food bazaar.72 percent shop groceries, 21 percent purchase fruits and vegetables and remaining 7 percent buy snacks. Interpretation: A majority of the respondents shopped the Food bazaar to purchase grocery and groceries are the most brought item at Food bazaar. 21 percent shopped for vegetables which show that Big bazaar attracts customers to buy vegetables and fruits apart from groceries. 7 percent had preference for biscuits and snacks. This is because they get the best deal at Big bazaar, they felt. 16) Are you satisfied with the apparels at ‘fashion @ bazaar’? Table: 16 Response No. of respondents Percentage Yes 208 52 1
  61. 61. No 192 48 total 400 100 Graph; 16 Analysis: The above table and graph shows the contentment of the respondents with regarding the apparels at the store. A 52 percent of the respondents were happy with the apparel collection while the remaining 48 percent were not happy with the apparels at the store. Interpretation: The satisfaction level of the respondents towards the apparels was almost as same as dissatisfied level of customers. Many felt the collections were good and trendy while the remaining 48 percent complained about the apparels as they found it old, and less trendy and low quality. 17) Are you satisfied with products and service provided at “Electronic bazaar” Table: 17 Response No of respondents Percentage Yes 224 56 No 176 44 total 400 100 Graph: 17 Analysis: the above graph and table shows the customer satisfaction with respect to electronic department. Where about 56 percent of respondents are satisfied with this department and around 44 percent are dissatisfied. 1
  62. 62. Interpretation: respondents provided a mixed response toward this department where major concern and cause of dissatisfaction was after sale service and some sales of private labeled products and others were very much satisfied with products and offers provided. 18) What according to you is missing in big bazaar? Table: 18 Response No. of respondents Percentage Food court 100 31 ATM 228 51 Seating arrangements 60 15 Other facility 12 3 Total 400 100 Graph: 18 Analysis: The above figures show the need of services at the store which they value most. A majority of 51 percent of the respondents felt the serious need of ATM, 31 percent opted for a food court at the store.15 percent urge for seating’s throughout store. Interpretation: Majority of the respondents felt the need of an ATM at the store. This is due to the absence of any ATM near to the store. Another important need they wanted to be at the store is a food court. Many of the respondents felt the store badly needs a food court as there are no good hotels or restaurants nearby. A food court would be a good crowd puller as it increases the footfall. A small but important section of respondents needed seatings at the store. Others felt the need of escalators, lift etc. 19) Rate the following 1
  63. 63. Table: 19 Response No. of respondents Percentage Music Lighting Fragrance Hygiene Music Lighting Fragrance Hygiene Very good 28 16 52 80 7 4 13 20 Good 172 156 188 220 43 39 47 55 Average 124 188 120 120 31 47 30 30 Poor 76 40 40 24 19 10 10 6 Total 400 400 400 400 100 100 100 100 Graph: 19 Analysis: Majority of the respondents were happy with the lightings, music, fragrance and cleanliness at the store. 43 percent of the respondents were happy with the music, while 19 percent felt otherwise. 47 percent of respondents rated lightings average, 47 percent liked fragrance and 55 percent liked the cleanliness at the store. Interpretation: Majority of the respondents were happy with the ambience at the store. But many complained that multiple music being played at the store simultaneously. Many complained the lightings at the 2nd and 3rd floor were dull at times. Cleanliness was most rated good by the respondents. 20) Have you ever encountered any unacceptable behavior from the part of big bazaar employee? Table: 20 Response No. of respondents Percentage Yes 8 2 No 392 98 Total 400 100 Graph: 20 1
  64. 64. Analysis: The above table shows the behavior of the employees towards the customers at the store. 98 percent of the respondents were happy with the employees while a minimum 2 percent were disappointed. Interpretation: Almost every respondent were happy with the employees and their approach with the customers. Many said the employees are truly helpful when they needed help and a very minute section felt employees were unaware of the options being announced and some didn’t knew where some of the products can be found. 21) Have you ever faced any of these problems during billing? Table 21 Response No. of respondents Percentage No bar code 60 12 Offers not updated 168 36 Price mismatch 124 24 No problem 48 28 Total 400 100 Graph: 21 Analysis: The above table and graph shows the type of billing errors occurring while making the purchase. 28 percent felt no problems during billing, 36 percent had problem with offers not being updated on database, 24 percent had price mismatch, 12 percent with bar code related problems. Interpretation: Respondents who faced problems at least once were considered in this study. Of these Offers properly being not updated is the major problem and this problem occurred mostly during rush days, while some of the respondents felt the same problem even during when there were less footfalls.24 percent had problem with the price mismatch between the billing system 1
  65. 65. and the price on the product. 12 percent had problem with bar code errors and the remaining had no problem at billing which accounts for 28 percent. 22) How do you feel about the service provided at Big bazaar? Table 22 Respons e No. of respondents Percentage Parkin g Alteratio n Gift wrappin g exchang e Parkin g Alteratio n Gift wrappin g Exchang e Very Good 64 36 52 44 16 9 13 11 Good 160 204 252 196 40 51 63 49 Average 152 132 76 128 38 33 19 32 Poor 24 28 20 32 6 7 5 8 Total 400 400 400 400 100 100 100 100 Graph 22 Analysis: the above table and graph shows the level of satisfaction towards the extra services like parking, alteration, gift wrapping and exchange etc. A 40 percent of the respondents were happy with the parking, 51 percent of the respondents were happy with the alteration, and 63 percent happy with the gift wrapping and 49 percent happy with exchange of purchased products. Interpretation: Majority of the respondents were happy with the parking facility. But many faced problem during the weekends and during Wednesday s. People were quite happy with the alteration 23) Do you feel customer service desk is effective in handling customer grievances? Table 23: Response No. of respondents percentage 1
  66. 66. Yes 388 97 No 12 3 total 400 100 Graph 23: Analysis: the above table and graph shows that the respondents are satisfied with customer service desk. Where about 97 percent of the respondents provide positive response regarding service desk and 3 percent said otherwise. Interpretation: the investigation shows that greater parts of the respondents are satisfied with the customer service desk and majority of the concerning issues were handled effectively and help in maintaining customer satisfaction. CHAPTER VIII SUMMARY OF FINDINGS Retail supremacy can be achieved only through an in depth knowledge of the customer needs, wants and mainly their satisfaction. A study was conducted to evaluate the level of consumer satisfaction in retail industry with reference to Big Bazaar KSRTC, Bangalore. The summary of findings can be stated based on the study as follows: 1. The customer base of the Big Bazaar KSRTC constitute of almost equal amount of male and female customers, majority of which comes into age group of 25 to 40. 2. The respondents who filled the questionnaire were well educated and have a moderate family income. 1
  67. 67. 3. The survey shows that the large number respondents who visit big bazaar KSRTC do not shop in any of the other big bazaar outlet in the city and few respondents like to visit Banashankari and Malleshwaram branch. 4. Advertisement activities of Big bazaar was very effective as it was found that majority of the customers came to know about Big bazaar through advertisement. 5. A large no. of the customers visits the store once in a week, as a result of crowd-pulling weekly events like ‘Wednesday Bazaar’ and ‘Weekend Mela’. 6. The study revealed that a majority of the customers were satisfied with the product availability at the store. 7. There was a mixed response towards the apparels at ‘Fashion at Bazaar’. 8. Large number of customers expressed their desire for A.T.M. service and a Food court at the store which indicates that the customers are expecting additional services. 9. There is a mixed response towards the ambience of the store where music and fragrance pleased them while the customers were discontented about the lighting at the store. 10. The study discovered that, during billing, a major pie of customers faced problem such as offers being not updated, price mismatch, and slow billing. However, these problems normally occurred during the initial days of new offers. 11. Customers are satisfied by the services provided by the Big bazaar such as Parking, alterations, Gift wrapping etc. 12. Another interesting fact that was revealed during the study is that the respondents were happy with the behavior of the employees but some complained that the employees were unaware of the latest offers. 13. The Customer Service Desk was found to be very much helpful in solving the grievance of the customer. 14. The study also showed that the customers were able to navigate through the stores using signage’s and mostly helped themselves as they were familiar with the store. 15. After a detailed and careful study it is found that the customers have a favorable opinion about Big bazaar. 1
  68. 68. RECOMMENDATIONS: 1) Since most of the customer look for the additional services such as ATM and Food Court. Nearby hyper markets such as Gopalan mall and newly opened Tata Star Bazaar and Malleshwaram Big bazaar Community centre have various recreation centers at the store and could easily eat away majority of the customers. So it is recommended to incorporate a Food court and other recreations at the store which will satisfy the existing customer and attract new customers. 2) Pleasant fragrance should be used in the store which will enhance their shopping experience and add on to the customer satisfaction. 3) It is observed that the employees are not well aware of the latest offers at the store. Therefore a separate session should be conducted briefing about the offers so that they can deal with the customer efficiently. 4) As certain section of customers wish the announcement of offers to be made in Regional language, a thought should be given on this issue. 5) Today majority of the customers are brand conscious A major portion of the customers were unhappy with the apparels, particularly with the quality and private labeled apparels. So it is recommended to bring in some well known brands 6) During the survey it was found that customers were apprehensive about purchasing electronic items due to unfamiliar branded items and lack of after sales service. Therefore effort should be made to set up an after sales service division. 7) Extended warranty schemes can be introduce for certain products so that the customers can be satisfied and profitability can be increased. 2
  69. 69. CONCLUSION Pantaloon Retail India is undoubtedly the number one retailer in India. An important aspect of current economic scenario in India is the emergence of Organized retailing. There has been a considerable growth in organized retail business in recent years and it is poised for much faster growth in future. The companies are fighting to win the hearts of customers their by customer satisfaction has become important facet to excel. There is always a ‘first mover advantage’ in an upcoming sector. In India, that advantage goes to “BIG BAZAAR”. It has brought about many changes in the buying habits of people. Big bazaar has maintained that uniqueness & has succeeded in attracting customers. The survey had many positive indications from the customers as they are satisfied with the products and services provided by Big bazaar. And they also provided hint for the additional services desired by the customer there by favoring employees’ behavior and there interaction with the customers. This project has helped me understand the importance and significance of consumer satisfaction and has given me exposure to the practical side of retailing and at the same time enhanced my knowledge by applying theory learnt in class to practice. 3
  70. 70. BIBLIOGRAPHY Reference Books Marketing Management: Philip Kotler 12th /e pearson PHI Retail Management: Swapna pradhan, 2/e. TMH Business Research Methodology: S.N. Murthy/ U.Bhojanna, excel books/2e Consumer Behavior: Leon G. Schiffman/Leslie Lazar Kanuk 8th /e PHI Websites www.bigbazaar.com www.foodbazaar.com www.google.com www.pantaloonretail.com www.wikipedia.com www.timesofindia.com 1

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