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Entire Document
A COMPREHENSIVE PROJECT REPORT On ‘Customer Satisfaction Towards Big Bazaar’
Submitted to S. R. LUTHRA INSTITUTE OF MANAGEMENT Institute Code: 750
Under the Guidance of Pratiksinh Vaghela Assistant professor
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In partial Fulfillment of the Requirement of the award of the degree of Master of Business Administration (
MBA) Offered By Gujarat Technological University, Ahmedabad
Prepared by: Arpit Suntwal 207500592191 Bhairavlal Jain 207500592262 MBA (Semester - IV) Month & Year: April 2019
STUDENTS’ DECLARATION:
We hereby declare that the Comprehensive Project Report titled “Customer Satisfaction Towards BigBazaar” is a result of
our own work and our indebtedness to other work publications, references, if any, have been duly acknowledged. If we
are found guilty of copying from any other report or published information and showing it as our original work, or
extending plagiarism limit, we understand that we shall be liable and punishable by the university, which may include ‘Fail’
in examination or any other punishment that university may decide.
Enrollment No. Name Signature 207500592191 Arpit Suntwal
207500592262 Bhairavlal Jain
Place: …….. Date: ……..
>Plagiarism Report (Digital Receipt & Similarity Percentage Page)<
>Institute Certificate< External Examiner Report CERTIFICATE OF EXAMINER This is to certify that project work embodied
in this report entitled “CUSTOMER SATISFACTION TOWARDS BIG BAZAAR” was carried out by ARPIT SUNTWAL
[207500592191] and BHAIRAVLAL JAIN [207500592262], of S. R. LUTHRA INSTITUTE OF MANAGEMENT [Institute Code:
750] . The report is approved/ not approved.
Comments of External Examiner:
This report is for the
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partial fulfillment of the requirement of the award of the degree of Master of Business Administration
offered by Gujarat Technological University.
---------------------------------- (Examiner’s Sign) Name of Examiner: Institute Name: Institute Code: Date : Place :
ACKNOWLEDGEMENT
Knowledge is a never ending requirement for a man’s success. Theory and practice go alongside on the path to success.
We are thankful to everyone who provided us assistance in making this project successful. We find no words to express
our gratitude towards those who were constantly involved with us throughout our project in “A Study of Customer
Satisfaction towards BigBazaar, Surat.”
We would like to take the opportunity to thank our Institute, S. R. LUTHRA INSTITUTE OF MANAGEMENT, Surat. We are
thankful to our Director, Mr. Jimmy Kapadia who gave us this great opportunity to pursue this project and to study the
leading Hypermarket Chain in Surat.
We are highly obliged to S. R. LUTHRA INSTITUTE OF MANAGEMENT, GTU for allocating us this project. We want to thank
our Faculty, Mr. Pratiksinh Vaghela for guiding us in this project. Thanks to all those who have directly or indirectly helped

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us in completing our project your guidance and support was a constant source of inspiration for us.
Thanks to all.
Arpit Suntwal [207500592191] Bhairavlal Jain [207500592262] Table of Contents:
Sl .No Particulars Page No
EXECUTIVE SUMMARY 8 1. INTRODUCTION 9 1.1 INDUSTRY PROFILE 10 1.1.1 PESTLE ANALYSIS 12 1.1.2 MAJOR PLAYERS
15 1.2 COMPANY PROFILE 16 1.2.1 OVERVIEW: ABOUT BIG BAZAAR 16 1.2.2 SWOT ANALYSIS 21 2. REVIEW OF
LITERATURE 22 3. OBJECTIVES OF THE STUDY 25 4. RESEARCH METHODOLOGY 26 5. DATA ANALYSIS AND
INTERPRETATION 29 6. FINDINGS, CONCLUSION AND SUGGESTIONS 57 6.1 FINDINGS 57 6.2 CONCLUSION 58 6.3
SUGGESTION 59 7. LIMITATIONS OF THE STUDY 60 8. FURTHER SCOPE OF THE STUDY 61
BIBLIOGRAPHY 62
ANNEXURE - QUESTIONNAIRE 63
EXECUTIVE SUMMARY
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Customer satisfaction is defined as “the number of customers, or Percentage of total customers, whose reported
experience with a firm, its products, or its services exceeds specified satisfaction goals”.
The study entitled “Customer Satisfaction towards BigBazaar” mainly focuses on the satisfaction of customers towards the
services of BigBazaar for the analysis of satisfaction from the 210 respondents collected and it will be a simple percentage
to know the various satisfaction in the features of cars. The sample design taken for the study is convenient sampling. For
collecting the data, primary and secondary methods are used.
This study will be confined to the customers of BigBazaar in Surat city in Gujarat to find out the customers preferences
and their needs expected from the Retail Giant. This study will help to analyze the satisfaction level and problems of the
customer. It will help to know the factors that influence the customer to buy the product. This study is important to know
the necessary changes in product features and customer’s feelings about the product. The study will be useful for the
company to make necessary changes in price, design, application etc. 1. INTRODUCTION Where is it that one goes when
he needs his regular supplies, who does he look upto when he needs to keep his regular supplies shopping on budget.
The first place one can think of is a Giant enormous facility where he can find all his requirements under one single roof.
There is an answer to this problem - all one has to do is easily and quickly visit a hypermarket.
A Hypermarket is a one stop-shop for all basic shopping needs for individuals, households, offices and who not. A
hypermarket is a huge store where a large assortment of products are offered and usually highly beneficial benefits are
offered. This is done to serve, retain and attract customers.
The Indian Hypermarket Industry is rapidly growing because people now prefer going to such hypermarkets for the basic
needs. These setups provide various facilities such as assortment, pricing, quality assurance, etc. The Indian Market is
growing on the rapid growth of few major players in the industry such as Dmart, BigBazaar, Reliance Mart, etc.
1.1 INDUSTRY PROFILE
A hypermarket is an enormous retail facility with full lines of groceries and general merchandise. It could be called a
superstore that combines a supermarket and a departmental store and displays an enormous range of products under
one roof so as to be able to provide a customer with all of his or her routine weekly/monthly shopping requirements in
one trip. Hypermarkets, similar to other big-box stores, have business models focusing on high-volume and low-margin
sales. Such stores mostly stock grocery, apparel and general merchandise, among other products. In India, any retail
outlet occupying over fifty thousand square feet area is termed a hypermarket and compared to other big box stores, the
average billing at a hypermarket store is usually five times higher. Each such store takes over Rs. 4-4.5 Crore investment to
set up. There are more than 25,000 Stock Keeping Units in such a store and the gestation period for large hypermarket
stores is anywhere between 3-5 years.
The concept of hypermarkets was pioneered by the Fred Meyer chain, when it opened the foremost hypermarket in 1931
in Portland, Oregon, which is now part of Kroger, the largest grocery store chain in the US. However, the history of the

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hypermarket is usually traced to the early 1960‟s when two similar prototypes for the later hypermarket design came
forward. A superstore namely Thrifty Acres opened in Michigan in the United States and in a year, the European retailer
Carrefour opened a hypermarket in France. While the retail form worked well, the general format did not commence to
take off until the second part of the 1980‟s, when big retailers in the United Kingdom and the United States developed
their own hypermarket formats, and began to build such stores in more areas. The first hypermarket in the UK was
opened by Tesco in 1976. Apparently today it is considered to be one of the most convenient of all big-box store designs,
with retail chains in just about every country of the world utilizing this retail model. The world's largest chain of
hypermarkets today is Wal-Mart, followed by Carrefour of France whereas Big Bazaar of Future Group is the largest
hypermarket chain in India.
Hypermarkets marketed themselves as stores of new age that, given the excitement of new stores, worked fine initially to
draw the crowd but once the novelty wore off, such stores have started to struggle to convert store visits to purchases
and have found that customers are buying but not spending enough. On the opposite hand, not enough has been done in
either pricing or developing private brands to draw in and retain customers. In retail, in order to make customers come
back, especially grocery engaging customers, a daily, weekly or monthly strategy is required that emphasizes the store's
unparalleled value, whether it is price, location, merchandise or service. A single-size-fits-all promotional strategy doesn't
work because of the reason that customers in different areas have different needs. Hypermarkets will be successful if the
retailers understand the Indian shopper better and design product offerings tailor made for a specific segment of
purchasers. In the same quest, the retail format must use proficient sourcing and merchandising processes to bring down
the cost of operation. The most crucial one is to get rid of inefficiencies from the supply chain and pass on a part of that
benefit to the consumer.
1.1.1 PESTLE ANALYSIS: Political Factor: The revenue and profitability of any retail store are affected by government
policies. These regulations impact the economy, consumer buying habits, and international trade laws. The only thing left
for the company to do about these changes is abide by them. Each country must abide by their political regulations. The
regulations affect which products can be imported, exported, and sold in stores. Stores offering food products must
comply with health guidelines proposed by the government. If they don’t, not only will the food be pulled from the
shelves, but it could also lead to legal troubles for the company. It’s not only physical retail stores under scrutiny. We’ve
seen shifts in how e-commerce retail leaders operate over the last few years. Antitrust issues and data breaches are
causing the government to look into how data is stored, used, and shared. This affects the retail industry, particularly big
names like Wal-Mart and Amazon, who provide products online. When retail stores branch into other countries, they need
to abide by the policies in that country too. In some cases, this can be beneficial. But if the country’s political parties are
fickle, it can easily turn into a problem.
Economic factor: A stronger economy allows consumers to buy products they want. Rather than just buying products
they only need. It also means more investors are becoming interested in the profitability offered by retail stores. This is
only possible when the economy is on the rise. When it’s on the decline, the opposite is true. People save their money for
products of necessity. They’ll spend the bare minimum on food while the rest goes towards unpaid bills. This can happen
when unemployment rates spike. Or when a certain industry is hit harder than others. The retail industry was able to hold
itself up even during the recession. It’s one of the few industries who managed to scrape through. By 2020, the industry
may see global sales nearing $30 trillion. Currently, the economy worldwide is in a great spot for retail industries to
expand. Customers have more disposable income to spend on friverous products. However, if the economy is poor, it
doesn’t matter how many products are offered. Because no one can afford or justify the purchases. Unless the retail
corporations react accordingly (cutting prices), they’ll suffer profit loss.
Social factors: Consumer preferences are the main social factors affecting the retail industry. For instance, people enjoy
buying products in bulk. This is the exact premise behind CostCo, a Canadian retailer. Here you can find food products,
clothing, and electronics, in large quantities. Stores other than CostCo now mass stock various products to avoid running
out quickly. These products aren’t bought by retailers on a whim. They use market research to identify buying trends and
shifts in consumer behavior. Understanding these two things helps to find items more likely to boost profits. Retailers who
offer products online can collect data provided by their customers. They can easily see which products people are buying,
leaning towards, or completely ignoring. Then, they shape their offerings based on this data. It’s a never-ending process.
Companies set targeted ads to customers most likely to visit their stores and buy from them. Larger retailers can achieve
this easier than mom and pop shops. But even smaller shops can benefit from offering discounts and sales on products.
All consumers love a good deal.

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Technological factors: Retail stores use a variety of technology everyday. Like a point of sales system. As well as cash
registers to manage money after a sale. It’s standard for any store. As technology advances, stores are adopting new
systems, software, and hardware. For instance, smaller stores are making the shift to computers or iPads at the register. It’s
fast and easy to use. The retail industry has greatly benefited because of the internet. Not only to streamline services, but
also to reach audiences worldwide. Most companies have a business website. It’s basically a digital catalog for their
products. Big name companies are able to offer a selection online. The products are either shipped to the customers’
home or the closest store for pickup. Amazon and Walmart are going head-to-head. Each company offers retail products
online, to be sold and shipped. Other small name companies can’t compete on the same scale. That doesn’t mean they
should avoid having a business website or showcase their products online. It just means they don’t have the means to
meet the same demands as the bigger retailers.
Environmental factors: More retail shops are offering food products. The state of the environment affects the quality of
the product and the selection. It also means having to abide by more economic and political factors. For instance,
corporations fear a “soda” tax; it’s an increased tax for selling soda in stores. Likewise, some shops in other countries have
to pay a tax for offering fatty foods. Once a food, like lettuce, has E.coli, every store needs to toss out their lettuce. This is
costly for the companies. But now some stores like Walmart are looking to use blockchain technology. It would allow
farmers and manufacturers to input information about food products in real-time. And should a problem arise, Walmart
could find the source immediately. Rather than spending weeks trying to locate where the contamination started. If other
companies used this, they would know whether their lettuce is truly contaminated. Because when contamination
happens, every store in the chain has to get rid of the product. Whether their food is actually contaminated or not.
Because we just don’t know.
Legal factors: A retail store needs to meet legislative conditions before opening the shop. These conditions are often
standard. It includes abiding by taxation laws, labor laws, and more. Legal factors become trickier once the company
expands overseas or offers products online. Then the international laws come into play. As does data and copyright laws.
Not following these laws exactly as outlined will lead to legal troubles like bankruptcy and foreclosure. It’s important to
understand the laws long before the store is open for business. And as the retailer grows, new legislative laws come into
effect.
1.1.2 MAJOR PLAYERS: The renowned players in this industry are: ● Big Bazaar: Big Bazaar is owned by Future Group, It
houses all grocery, food, clothes and retail outlets under one roof. The Indian retail chain of hypermarkets is one of the
largest chain of hypermarkets in India.
● DMart: DMart or Avenue Supermarts is the most popular chain of hypermarkets in Indian cities, currently has 181 stores
across India and has become one of the most valuable Indian firms, After the IPO.
● Star Bazaar: Star Bazaar is another India’s leading hypermarket that offers the widest range of products, from food to
fashion, clothes to cologne and is managed by Trent Westside of the Tata group.
● More Retail: More retail store brand is the fourth largest supermarket chain in India. More provides online grocery
services in Bangalore using online grocery stores MyMoreStore.
● Reliance Mart: Reliance Industries of India is second largest company in India by revenue and house list of business such
as retail fresh, RelianceSMART, Reliance trends plus several reliance stores.
● Food world: Food world is another popular chain of supermarkets in India, a division of Spencer and was part of the
RPG Group. RPG Group also owns IT firm Zensar Technologies in Pune, CEAT tires and today the Foodworld stores are a
separate company, owned by Future Group.
● Spencers: Spencers retail is owned by RPG Group, headquartered in Kolkata with presence in over 35 cities in India. The
group opened the largest store of India in Kolkata, offering a wide range of private brand products and groceries.
● Reliance SMART: Reliance SMART is another subsidiary of Reliance Industries, offering online services as well as one-
stop shopping destinations by offering dairy products, personal care products, vegetables & groceries.
● HyperCity: HyperCity supermarket chain is into the focus of food, home and fashion, again belongs to Future Group.
There are 20 stores of HyperCity in India, earlier owned by Shoppers Stop, an Indian department store chain.
● Spar: Spar hypermarket retail store is opened in India with Landmark Group Max Hypermarkets and Spar International.
India Spar hypermarket offers the best service to customers and also with an online shopper website.

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The hypermarket industry in India at the beginning of 2010 was valued at $37 billion with strong prospects for the future.
Modern retailers, who have played with various formats and at times burnt their fingers, are beginning to look more
enthusiastically at the hypermarket opportunity. Although the sector has great potential still it is struggling and showing
stunted growth. Research suggests that large format stores/hypermarkets – the physical expression of retail are booming.
But the harsh fact is that the heady gold hustle days for organized retail are over. Beneath the glossy facades, color coded
displays and smartly dressed shop assistants; there is a hum of unrest. Hence, the problem statement “Growth and
Challenges of Hypermarkets in India " is formed with the objectives of studying and analyzing the reasons for this patchy
growth and uneven progression of large format stores particularly the hypermarkets in India and suggesting measures to
cope with the problem. The study intends to answer the research questions by interviewing the store managers of
hypermarkets in the region of Mumbai and Hyderabad and gaining insights into the problem statement and suggesting
the possible measures. The study focuses on the theory and concept of professional and effective hypermarket
management. 1.2 COMPANY PROFILE
Future Group is one of India's leading business houses with multiple businesses spanning across the consumption space
with a turnover of 35,796.92 (2012-2013). FutureGroup is an Indian private conglomerate, headquartered in Mumbai. The
founder and the present CEO of the company is Mr. Kishore Biyani.
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The company is known for having a significant prominence in Indian retail and fashion sectors, with popular
supermarket chains like Big Bazaar and Food Bazaar, lifestyle stores like Brand Factory, Central etc.and also for having
notable presence in integrated foods and FMCG manufacturing sectors
and they have also engaged in the industries like insurance, logistics and media.
FutureRetail (initially Pantaloons Retail India Ltd (PRIL))
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and Future Lifestyle Fashions, two operating companies of Future Group, are among the top retail companies listed in
BSEwith respect to assets and in NSE with respect to market
capitalization. As per the details there are more than 36000 employees in the future group.
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Future Group is a corporate group and nearly all of its businesses are managed through its various operating companies
based on the target sectors. For e.g., retail supermarket/hypermarket chains Big Bazaar, FBB,Food Bazaar, Food Hall,
Hometown etc. are operated through its retail hand, Future RetailLtd, while its fashion outlets Brand Factory, Central,
Planet Sports etc. are operated via another of its subsidiaries, Future Lifestyle Fashions. With these many fashion outlets
and supermarkets, the group also promotes, respectively, its fashion brands like Indigo Nation,Spalding, Lombard, Bare
etc., and FMCGs like Tasty Treat, Fresh & Pure, Clean Mate,Ektaa, Premium Harvest, Sach etc. It also has operating
companies to cater specifically to internal financial matters and consulting within its group of companies. 1.2.1
Overview: About
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Big Bazaar Type Public Industry Retailing Founded 2001 Headquarter Mumbai, Maharashtra, India Products Department
store Employee More than 40,000 Parent Future Group Division <100 Website www.BigBazaar.com
Vision: “To Deliver Everything, Everywhere, Every time, to Every Indian Customer in the most profitable manner.” One of
the core values at Future Group is, ‘India-ness’ and its corporate credo is – “

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Rewrite rules, Retain values.” Mission: We share the vision and belief that our customers and stakeholders shall be served
only by creating and executing future scenarios in the consumption space leading to economic development.
Core 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 thoughts, business and work. •
Adaptability: To be flexible and adaptable, to meet
new
challenges.
• Flow: To respect and understand the universal laws of nature
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Big Bazaar is not just another hypermarket. It caters to every need of your family. WhereBig Bazaar scores over other
stores is its value for money proposition for
the Indiancustomers.
At Big Bazaar, you will definitely get the best products at the best prices -
that's what we guarantee. With the ever increasing array of private labels, it has opened the doors into the world of fashion
and general merchandise including home furnishings, utensils,crockery, cutlery, sports goods and much more at prices
that will surprise you. And this is just the beginning. Big Bazaar plans to add much more to complete your shopping
experience
Big bazaar is a
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chain of hypermarkets in India Currently there are 210 stores across 80 cities and towns In India. Big Bazaar is designed
as an agglomeration of bazaars or Indian markets with clusters offering a wide range of merchandise including fashion
and apparels, food product, general merchandise, furniture, electronics,books,fast food and leisure and entertainment
section. Big bazar is part of the future group which also owns the central hypermarket. Big bazar was launched in
September 2001 with the opening of its first four stores in Calcutta, Indore, Bangalore and Hyderabad in 22 days within
a span of ten years there are now 150 big bazaar stores in 80 cities and towns across India . Big bazar was started by
Kishore biyani, the group CEO though Big Bazar was launched as a fashion formal including apparel cosmetics
accessories and general merchandise over the year big bazar has included a wide range of product and service offerings
under their retail chain. 1.2.2
SWOT ANALYSIS
STRENGTHS • It is the largest retail store with a good ambience in Royapuram. • It has the goodwill of being a format of
Future Group, which has pan India presence. • It stores up to 160000 SKU‟s, which is in itself the biggest offering under
one roof for customers. • Huge parking space as compared to competitors.

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WEAKNESS • No electronic items & furniture to complete the offerings. • High perishable items like vegetables are kept. •
Security & staff are new and need more experience. • Cashiering is not up to the mark. Cleanliness & hygiene is not up to
the standard
OPPORTUNITY • TG demands segregation of crowd, as there are few places where they can go, Big Bazaar has an
opportunity to be an outing destination. • Huge potential for entertainment in the city e.g. F-123, Sports bar, E-Zone etc.
can do amazing business. • Mood of optimism is creeping in the minds of consumers regarding facilities.
THREATS • A larger mall is coming up in the heart of the city. • Location is a bit far away from the main city. • Strong local
market with home delivery facility to compete. • Royapuram Customers are less brand conscious & price sensitive on
large
2. Review of Literature:
Kotler (1997) defines customer satisfaction as follows:Satisfaction is a person's feelings of pleasure or disappointment
resulting from comparing a Product’s perceived performance (or outcome) in relation to his or her expectations.
Brown (1992) defines customer satisfaction as:The state in which customer needs, wants and expectations throughout
the product or service's life are met or exceeded resulting in repeat purchase, loyalty and favorable worth-of mouth.
According to Jones and Sasser (1995), four basic elements affect customer satisfaction.
They are: The basic elements of the product or service, basic support services, a recovery process for counteracting bad
experiences, and extraordinary service. There are many definitions of the key elements of the services, but this one is
considered appropriate in the context of care or after sales services.
Satisfaction is a function of perceived performance and expectation. If the performance matches the expectations the
customer is satisfied. If the performance exceeds the expectation the customer is highly satisfied and delighted. If the
performance does not match the expectations the customer is dissatisfied. Satisfaction is a person’s feelings of pleasure
or disappointment resulting from comparing a product's perceived performance(out-come) in relation to his/her
expectation. The link between customer satisfaction and customer loyalty is proportional. Suppose customer satisfaction
is rated on a scale from 1 – 5. At a very low level of customer satisfaction.
Level-1, customers are likely to abandon. Level-2 to 4, customers are fairly satisfied but still find it easy to switch when a
better offer comes along. Level-5, the customer is very likely to repurchase and even spread good word of mouth about
the company.
(Doyle & Fenwick 1974; Jain & Etgar 1976; King & Ring 1980; Chowdhury 1998), with some research efforts having
attempted to explore the evolution of image formation.
(Mazursky and jacoby 1986); and others seeking to conduct a meta-analysis of retail patronage studies (Pan & Zinkhan
2006). However, the exciting literature did not capture retail image Consumers perception of store image is based, in part,
on functional qualities that the store may possess, and by other, less tangible or psychological attributes (Lindquist 1974).
Lindquist analyzed over 20 studies dealing with store image formation and identified 35 different aspects in prior studies
where dustering techniques had been used to study consumers' perception of influence store image formation. These
were grouped into nine broad categories, including: merchandise, service, clientele, physical facilities, convenience,
promotion, store atmosphere, institutional attributes, and post-transaction satisfaction.
Mazursky and Jacoby (1986) conducted a similar analysis and verified that "merchandise retail aspects" (such as quality,
pricing and assortment), and "service related aspects" (such as quality in general and sales person's service) are among the
most important components of store image. A 1994 study by Baker, Grewal and Parasuraman confirmed that the store
image literature suggests there are linkages between merchandise and service quality, and store image.
A later study by Baker, Grewal and Voss (2002) also confirmed that service quality was a key determinant of store image.
Given the prevalence in the literature of merchandise and service as two key determinants in the formation of store
image, these two attributes were selected for present study to gauge consumer's perception of retail stores. These
attributes were incorporated in this study by obtaining consumer similarity judgments on retailers' service "merchandise
quality". The clustering of retail stores based on these two attributes quality will yield a better understanding of
competition within the retailing industry.

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Simranjit Singh, Sonia Bajwa (2017) had carried out a research study on “buying behavior of consumer towards
counterfeit products: a case study of moga city”. The main objective of the research was to put emphasis on the
reasons for counterfeit purchase and the norms they follow while forming this behavior. The other objectives were to
find out the dominant factors affecting the consumer while purchasing counterfeit goods, to know the relationship of
these factors with the purchase behavior and application of TPB model for knowing the factors creating inclination
towards counterfeit goods. The sample size for research was 100 respondents. A structures questionnaire was used by
following the convenience sampling method Priyanka Sharma (2017) performed a research study on “Consumer
Behavior towards Online Shopping-An Empirical Study With Reference To Bhiwani City, Haryana ''. The main objective of
the research was to identify the relationship of demographic factors that influence online shopping, to study the
preferences of the consumers toward online shopping and the satisfaction level of the consumers while they shop
online. To achieve the objective, null hypothesis „Online shopping is not reliable and trustworthy to the consumers‟ was
tested. The sample size of the research was 100 respondents from Bhiwani City in Haryana state. The author had used
Excel and Statistical Package for the Social Sciences (SPSS) software for data analysis purposes. After the data analysis
and interpretation, the author concludes that the internet has given rise to great potential for businesses through
connecting globally. 3.
OBJECTIVES OF THE STUDY: The main Objective of the study are as follows: 1. To find out the
level Customer
satisfaction from big bazaar based on various parameter 2. To find out the buying behavior of the customers coming
into Big Bazaar. 3. To
perform Demographic analysis of respondents studied in the project
4. RESEARCH METHODOLOGY:
Research in common refers to a search for knowledge. Research methodology is a way to systematically solve the
research problem. It may be understood as the science of studying how research is done scientifically.
Title of the Research Study: “Customer Satisfaction towards BigBazaar”
Need and Importance of the Study: This study will be confined to the customers of BigBazaar in Surat city in Gujarat to
find out the customers preferences and their needs expected from the Retail Giant. This study will help to analyze the
satisfaction level and problems of the customer. It will help to know the factors that influence the customer to buy the
product. This study is important to know the necessary changes in product features and customer’s feelings about the
product. The study will be useful for the company to make necessary changes in price, design, application etc.
Scope of the Study:
The Research Study is limited to the City of Surat, only seeking responses from residents of Surat city. In future, the study
can be conducted in other cities too. The study is not conducted for any types of comparison. It just aims at seeing how
well BigBazaar fulfills the needs of Customers and studying the level of Customer Satisfaction.
Research Design:
Research Design is the plan, structure and strategy of investigation concerned so as to obtain answers to research
questions and to control variances. The Research Design which we have used is Descriptive Research Design.
Data Collection Methods:
[i] Primary Data: Primary data are those which are collected freshly by the researcher himself. The methods for collecting
primary data are as follows: ● Experiment Method ● Observation Method ● Survey Method The method we have used is
the Survey Method. We are using this method as this is the best available method for seeking responses and findings
about certain market characteristics.

10/24
[ii] Secondary Data: This is data which has been collected by someone else at an earlier time which may or may not be for
a similar study. The Secondary sources we have used are as follows: ● Internet ● Magazines ● Newspapers ● Publications
Hence, we have used both Primary and Secondary Sources for the Study.
Instrument Used For Conducting Research: For collecting Primary Data, “Questionnaire” is taken as a Research
Instrument. A Questionnaire consists of a set of questions prepared to collect answers for the Research Problem from
Respondents. It is the most common instrument used to collect Primary Data. Three types of questions are as follows: ●
Multiple Choice Question: In this, the Respondents are offered two or more options. ● Dichotomous Question: Such
questions carry two definite options such as “Yes/No”, “True/False”, “Male/Female”, etc. ● Scaling Questions: This Question
asks answers relating to the respondent’s opinion on various scales such as “A scale of 1-5”.
Sampling Plan: It involves 3 basic aspects:
● Sampling Unit: It refers to the question, “Who is to be Surveyed?” This speaks of the target population, which can be of
three types- Individuals, Households and Businesses. This study basically studies Individuals and Households. ● Sample
Size: Sample size is the number of respondents from whom data is being collected. The Sample Size of this Study is 210
Respondents. ● Sampling Method: Sampling Method may be of two types - probability and non-probability sampling. The
method used for this study is the Non- Probability method. Under Non-Probability methods, Convenience Sampling is
used due to limited time and budget.
Statistical Analysis:
Survey was conducted among the current 210 customers by personal interaction in Surat city, India. The overall results of
the study have been presented in tabular, graphical and narrative form.
5. DATA ANALYSIS AND INTERPRETATION: Q1. Classification of Age Age No of Respondents Percentage Below 18 7 3.3
18-30 133 63.3 30-45 42 20 45-60 14 6.7 Above 60 14 6.7
INTERPRETATION: The above table shows that 3.3% of the respondents are below 18, 63.3% of respondents are 18 - 30
age, 20% of respondents are having age from 30 - 45, 6.7% age range from 45 - 60 and 6.7% of respondents are having
age above 60. Majority of the respondents are having ( 18 - 30 ) age.
Q2. Gender Gender No of Respondents Percentage Male 119 56.7 Female 91 43.3
INTERPRETATION: The data collected was almost balanced between both Genders. 56.7 Percentage of Respondents
were Males, while 43.3 percent were Females.
Q3. Income level [Annually] Income Level No of Respondents Percentage Below 2.5Lac 105 50 2.5 - 5 Lac 21 10 5 - 15
Lac 70 33.3 Above 15 Lac 14 6.7
INTERPRETATION: The above data shows that 50% of respondents are having income level below 2.5 lac, 10% of having
income level 2.5 - 5 lakh, 33.3% of are having 5 - 15 lakh and 6.7% of the respondents are having income level above 15
lakh. Q4. Occupation Occupation No of Respondents Percentage Student 119 56.7 Job 56 26.7 Business 21 10
Unemployed 14 6.7
INTERPRETATION: A Majority of Respondents were Students(56.7%), followed by Job holders(26.7%) and
Businessmen(10%), while very few Respondents were unemployed(6.7).
Q5. Education Education Qualification No of Respondents Percentage 12th 21 10 Bachelors 49 23.3 Masters 119 56.7
Doctorate 21 10
INTERPRETATION: Majority of Respondents were educated to the Masters Level(56.7%), followed by Bachelor holders(
23.3%), and then 12th and Doctorate holders(10% Each).
Q6. How much do you spend at BigBazaar per visit on a monthly basis ? Monthly Spending No of Respondents
Percentage Upto 500rs 35 16.7 500 - 1000rs 56 26.7 1000 - 3000rs 70 33.3 More than 3000rs 49 23.3
INTERPRETATION: Majority of the Respondents(33.3%) had Monthly Spendings in the range 1000-3000rs, followed by the
500-1000rs range (26.7%), More than 3000rs (23.3%), while very few Respondents(16.7%) spent below 500rs.
Q7. What is your opinion on the price range of products that Big Bazaar offers ? Price Range No of Respondents
Percentage Very High 28 13.3 Slightly High 70 33.3 Reasonable 70 33.3 Affordable 28 13.3 Low 14 6.7

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INTERPRETATION: Majority of the Respondents found the Price Range either Slightly High or Reasonable(33.3% Each),
followed by Very High and Affordable(13.3% Each) and then few Respondents for the prices low(6.7%)
Q8. For how long have you been a customer at Big Bazaar ? Time Period No of Respondents Percentage Very Recently 49
23.3 For a couple of Months 56 26.7 Up to 2 years 56 26.7 For a Longer Time 49 23.3
INTERPRETATION: Majority of the Respondents have been bustomers to BB either for a Couple of Months or Upto 2
Yrs(26.7% Each) while Rest have either started Recently or for a Longer time(23.3% Each).
Q9. Would you recommend Big Bazaar to your friend ? Recommendation No of Respondents Percentage Yes 140 66.7
No 70 33.3
INTERPRETATION: Majority of the Respondents(66.7%) are willing to recommend BB to Friends and Relatives, while
few(33%) have not shown any views of recommendation.
Q10. Are there enough signs and signage to facilitate your shopping at Big Bazaar? Sufficient Signs No of Respondents
Percentage Yes 140 66.7 No 70 33.3
INTERPRETATION: Majority of the Respondents(66.7%) found signs and signages sufficient for shopping, while few(33%)
have not found signs and signages sufficient for shopping.
Q11. Which service improvement will make your shopping experience better at Big Bazaar ? Service Expected No of
Respondents Percentage Variety of Goods 91 43.3 Multiple Billing Counters 56 26.7 Exchange Policy 14 6.7 Customer
Service 49 23.3
INTERPRETATION: The above data shows that 43.3% are respondent to variety of goods, 26.7% are respondents to
multiple billing counters, 6.7% are respondent to exchange policy and 23.3% are respondent to customer services. Here
the majority of respondents are to the variety of goods.
Q12. Would you like to apply for Loyalty / Membership programs, if initiated by Big Bazaar ? Loyalty Program No of
Respondents Percentage Yes 112 53.3 No 98 46.7
INTERPRETATION: Here the majority of respondents are 53.3% to saying yes for applying for a loyalty program and 46.7%
respondents say they wouldn't join any membership programs. Q13. What do you often purchase at Big Bazaar ? Regular
Purchase No of Respondents Percentage Food & grocery 21 10 Apparels 0 0 Home & Kitchen Appliances 28 13.3 Personal
Care 49 23.3 Home Décor 0 0 All Products 112 53.3
INTERPRETATION: The above data shows that 10% respondent to food & grocery, 0% respondent to apparels, 13.3%
respondent to home and kitchen appliances, 23.3 % respondent to personal care, 53.3% are respondent to all products.
Q14-1. Rate Big Bazaar on the basis of following parameters - Price. Price Range No of Respondents Percentage Highly
Satisfactory 42 20 Satisfactory 126 60 Neutral 42 20 Dissatisfactory 0 0 Highly Dissatisfactory 0 0
INTERPRETATION: Majority of the respondents(60%) found the Price Range Satisfactory, while the rest of the Respondents
found it either Highly Satisfactory or were neutral to the price Range(20% Each).
Q14-2.
Rate Big Bazaar on the basis of following parameters - Quality of Products.
Quality of Product No of Respondents Percentage Highly Satisfactory 21 10 Satisfactory 147 70 Neutral 42 20
Dissatisfactory 0 0 Highly Dissatisfactory 0 0
INTERPRETATION: Majority of the respondents(70%) found the Product Quality Satisfactory, while rest of the Respondents
found it Highly Satisfactory(10%) or were neutral to the product quality(20%).
Q14-3. Rate Big Bazaar on the basis of following parameters - Brands Offered. Brands Offered No of Respondents
Percentage Highly Satisfactory 42 20 Satisfactory 112 53.33 Neutral 56 26.67 Dissatisfactory 0 0 Highly Dissatisfactory 0 0
INTERPRETATION: Majority of the respondents(53.33%) found the Brands Offered Satisfactory, while the rest of the
Respondents found it Highly Satisfactory(20%) or were neutral to the Brands Offered(26.67%).

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Q14-4. Rate Big Bazaar on the basis of following parameters - Various Products Available. Products Available No of
Respondents Percentage Highly Satisfactory 28 13.33 Satisfactory 119 56.67 Neutral 63 30 Dissatisfactory 0 0 Highly
Dissatisfactory 0 0
INTERPRETATION: Majority of the respondents(56.67%) found the Products available Satisfactory, while rest of the
Respondents found it Highly Satisfactory(13.33%) or were neutral to the products available (30%).
Q14-5. Rate Big Bazaar on the basis of following parameters - Sales person's knowledge, Friendliness & Quickness .
Salespersons Quality No of Respondents Percentage Highly Satisfactory 42 20 Satisfactory 105 50 Neutral 49 23.33
Dissatisfactory 7 3.33 Highly Dissatisfactory 7 3.33
INTERPRETATION: Majority of respondents (50%) found a salesperson a quality person as satisfactory, 20% are highly
satisfied and 3.33% of respondents are highly dissatisfactory. Q14-6. Rate Big Bazaar on the basis of following parameters
- Availability of parking.
Availability of parking No of Respondents Percentage Highly Satisfactory 28 13.33 Satisfactory 133 63.33 Neutral 28 13.33
Dissatisfactory 14 6.66 Highly Dissatisfactory 7 3.33
INTERPRETATION: Majority of the respondents(63.33%) found the Parking Facility Satisfactory, while some of the
Respondents found it either Highly Satisfactory or were neutral to the parking Facility (13.33% Each). In this area, Some of
the respondents were either dissatisfied(6.66%) or highly dissatisfied(3.33%)
Q14-7. Rate Big Bazaar on the basis of following parameters - Facilities [AC, Trolley].
Facilities No of Respondents Percentage Highly Satisfactory 35 16.67 Satisfactory 119 56.66 Neutral 49 23..33
Dissatisfactory 0 0 Highly Dissatisfactory 7 3.33
INTERPRETATION: Majority of respondents 56.66% found that facilities provided by BigBazaar are satisfactory and 3.33%
of respondents found the facilities highly dissatisfactory.
Q14-8. Rate Big Bazaar on the basis of following parameters - Queue time at payment.
Billing Queues No of Respondents Percentage Highly Satisfactory 21 10 Satisfactory 98 46.67 Neutral 70 33.33
Dissatisfactory 21 10 Highly Dissatisfactory 0 0
INTERPRETATION: Majority of the respondents 46.67 are satisfied and 33.33% of respondents are neutral Q14-9. Rate Big
Bazaar on the basis of following parameters - Ambience and environment.
Ambience and environment No of Respondents Percentage Highly Satisfactory 42 20 Satisfactory 91 43.33 Neutral 70
33.33 Dissatisfactory 7 3.33 Highly Dissatisfactory 0 0
INTERPRETATION: Majority of respondents (43.33%) are satisfied with the ambience and environment, 20% of them are
highly satisfied and 3.33% of the respondents are dissatisfied. Q14-10. Rate Big Bazaar on the basis of following
parameters - Display & Arrangement of Items.
Display & Arrangement No of Respondents Percentage Highly Satisfactory 28 13..33 Satisfactory 112 53.33 Neutral 63 30
Dissatisfactory 7 3.33 Highly Dissatisfactory 0 0
INTERPRETATION: Majority of respondents (53.33%) are satisfied with the display and arrangements, 13.33% of them are
highly satisfied and 3.33% of the respondents are dissatisfied with the arrangements. Q15-1.
Please give your view on Big Bazaar for the following aspects - “Big Bazaar is convenient”. Big Bazaar is
convenient No of Respondents Percentage Strongly Agree 49 23.33 Agree 126 60 Neutral 35 16.67 Disagree 0 0 Strongly
Disagree 0 0
INTERPRETATION: Majority of the respondents (60%) agree that Big Bazaar is convenient and 23.33% of them strongly
agree to the statement. Q15-2.

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Please give your view on Big Bazaar for the following aspects - “Big Bazaar is fashionable”. Big Bazaar is fashionable
No of Respondents Percentage Strongly Agree 21 10 Agree 126 60 Neutral 56 26.67 Disagree 7 3.33 Strongly Disagree 0 0
INTERPRETATION: Majority of respondents (60%) agree, (10%) strongly agree and 3.33% of respondents disagree with the
statement saying Big Bazaar is fashionable. Q15-3.
Please give your view on Big Bazaar for the following aspects - “
BB is able to provide new, latest & unique products”.
BB is able to provide new, latest & unique products No of Respondents Percentage Strongly Agree 21 10 Agree 105 50
Neutral 77 36.67 Disagree 7 3.33 Strongly Disagree 0 0
INTERPRETATION: Majority of respondents (50%) agree, (10%) strongly agree and 3.33% of respondents disagree with the
statement saying Big Bazaar is able to provide new, latest & unique products. Q15-4.
BB
is a good place to see and follow trends”. BB is a good place to
see and follow trends No of Respondents Percentage Strongly Agree 42 20 Agree 77 36.67 Neutral 56 26.67 Disagree 35
16.67 Strongly Disagree 0 0
INTERPRETATION: Majority of respondents (36.67%) agree, (20%) strongly agree and 16.7% of respondents disagree with
the statement saying Big Bazaar is a good place to see and follow trends. Q15-5.
BB is a good place to meet my overall requirements”.
BB is a good place to meet my overall requirements No of Respondents Percentage Strongly Agree 14 6.66 Agree 140
66.67 Neutral 42 20 Disagree 14 6.66 Strongly Disagree 0 0
INTERPRETATION: Majority of respondents (66.67%) agree, (6.66%) strongly agree and 6.66% of respondents disagree with
the statement saying Big Bazaar is a good place to meet their overall requirements. 6. FINDINGS, CONCLUSIONS AND
SUGGESTIONS 6.1 Findings
As per the study, following points were found: 1. Majority of the Respondents(33.3%) had Monthly Spendings in the range
1000-3000 rs. 2. Majority of the Respondents found the Price Range either Slightly High or Reasonable(33.3% Each). 3.
Majority of the Respondents have been bustomers to BB either for a Couple of Months or Upto 2 Yrs(26.7% Each). 4.
Majority of the Respondents(66.7%) are willing to recommend BB to Friends and Relatives. 5. Majority of the
Respondents(66.7%) found signs and signages sufficient for shopping. 6. Majority of respondents(43.33%) feel that
improving the variety of goods will improve their shopping experience at BB. 7. Majority of respondents(53.3%) are willing
to apply for a Loyalty/Membership program, if BB started one. 8. Majority of the respondents(53.33%) visit BB to purchase

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all kinds of Products 9. Majority of the respondents found the Price Range Satisfactory(60%), Product Quality
Satisfactory(70%), Brands Offered Satisfactory(53.33%), Products available Satisfactory (56.67%), Salesperson Quality
Satisfactory(50%), Parking Facility Satisfactory(63.33%), In-Store Facilities Satisfactory(56.66%), Billing Queue Time
Satisfactory(46.67%), Store Ambience Satisfactory(43.33%) and Display & Arrangements Satisfactory(53.33%). 10. Majority
of the respondents (60%) agree that Big Bazaar is convenient. 11. Majority of respondents (60%) agree with the statement
saying Big Bazaar is fashionable. 12. Majority of respondents (50%)
agree that Big Bazaar is able to provide new, latest & unique products. 13.
Majority of respondents (36.67%) agree Big Bazaar is a good place to follow trends. 14. Majority of respondents (66.67%)
agree that Big Bazaar is a good place to meet their overall requirements. 6.2 Conclusions
From the study, we can reach various conclusions. Some are as follows: 1. As Majority of the customers are young, BB has
a very good mass of customers, who if retained can turn out to be loyal customers. 2. People do consider BB for their
regular purchase as many people spend 1000-3000 rs. 3. Price Ranges of BB are such that Satisfy the customers
expectations. 4. BB is able to retain its customers for almost 2 Yrs. 5. There is a good Chance that people recommend BB
to friends and Relatives. 6. Majority of the Respondents are willing to join any Membership Program. 7. Customers desire a
wider variety of Goods which may improve their shopping Experience. 8. The Price Range, Product Quality,
Brands/Products Offered, Sales Staff Quality, Parking and Store Management of BB are satisfactory for the customers. 9.
As per the customers, Big Bazaar is Convenient, Fashionable, has latest and unique trends and is able to meet the overall
requirements of the customer. 10. We can see that it is the Variety of Goods available at BigBazaar that keeps customers
attracted to Big Bazaar and improves their shopping experience.
6.3 Suggestions
From the Conclusions reached, we can offer various suggestions to BB. Some are as follows: 1. As most customers spend
in the range of rs. 1000-3000, BB can bring Spend based offers and schemes to promote more Sales. 2. From the above
data, facilities given to customers can be increased. 3. As Many Customers are willing to recommend BB to Friends and
Relatives, A Referral program ca be started to benefit both itself and the customers 4. As we see that a Major Part of the
Respondents are seen to have a positive attitude towards joining Loyalty or Membership Groups, Big Bazaar can work in
this area to benefit both, itself- by attracting and retaining customers and the customers who may attain various benefits
from the Memberships or Loyalty Groups 5. As we see that it is the Variety of Goods available at Big Bazaar that keeps
customers attracted to Big Bazaar and improves their shopping experience, BigBazaar should work on improving this area
and also improve other areas like Quality of products available, Brands offered, etc. 6. New technologies can be
implemented to improve overall experience in all the departments.
7. LIMITATIONS OF THE STUDY:
• The biggest limitation of this project was time. Due to lack of time some of the necessary data was collected from
secondary sources.
• The study is an opinion survey. Caution may have to be exercised while extending the result to other areas which might
require Quantitative data for any further procedures.
• The extent of the survey conducted in this study was limited to the city of Surat only. So, the suggestions or arguments
given in this report do not hold true for other locations in India. • The study does not cover the factors which have not
been asked but are likely to influence the satisfaction of the customer(eg.: Customer’s Personality or family Background). •
The study is only for the big bazaar confined to a particular location and a very small sample of respondents. Hence the
findings cannot be treated as representative of the entire
Hypermarket

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Retail industry. • Respondents may give biased answers for the required data. Some of the respondents did not like to
respond. •
The Study cannot be used for Comparative study with other companies like DMart, Star Bazaar, Reliance Mart etc. 8.
FURTHER SCOPE OF THE STUDY
• This Study is based only on BigBazaar. Variables similar to the ones used here can be used for study of other firms like
Dmart.
• This study can also be used for a comparative study with other similar firms such as Dmart.
• The scope of this study is limited only to the city of Surat. Such a study can be conducted with scope extended to a
State level or even to the entire Nation.
BIBLIOGRAPHY
The data for this Project has been collected from the following places:
Books and Publications:
• Strategic Brand Management – Kevin Keller; PHI.
• Business Research Methods – Donald Cooper & Schindler, Tata McGraw Hill.
• Marketing Management – Philip Kotler.
Websites:
www.wikipedia.com www.BigBazaar.in www.scribd.com www.slideshare.net www.studynama.com
www.researchgate.net www.academia.edu https://eprajournals.com/jpanel/upload/1220am_84.EPRA%20JOURNALS-
7159.pdf https://www.slideshare.net/Shashikishore/a-study-on-consumer-satisfaction-at-big-bazaar
ANNEXURE - QUESTIONNAIRE:
Q. Classification of Age
• Below 18 • 18 - 30 • 30 - 45 • 45 - 60 • Above 60
Q. Gender
• Male • Female
Q. Income level [Annually]
• Below 2.5 lac • 2.5 - 5 lakh • 5 - 15 lakh • Above 15 lakh
Q. Occupation
• Student • Job • Business • Unemployed
Q. Education
• 12th • Bachelors • Masters • Doctorate
Q. How much do you spend at BigBazaar per visit on a monthly basis ?
• Up to 500rs. • 500 - 1000 rs. • 1000 - 3000rs. • More than 3000rs.
Q. What is your opinion on the price range of products that Big Bazaar offers ?
• Very High • Slightly High • Reasonable • Affordable • Low
Q. For how long have you been a customer at Big Bazaar ?
• Very Recently • For a couple of Months • Up to 2 years • For a Longer Time

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Q. Would you recommend Big Bazaar to your friend ?
• Yes • No
Q. Are there enough signs and signage to facilitate your shopping at Big Bazaar ?
• Yes • No
Q. Which service improvement will make your shopping experience better at Big Bazaar ?
• Variety of Goods • Multiple Billing Counters • Exchange Policy • Customer Service
Q. Would you like to apply for Loyalty / Membership programs, if initiated by Big Bazaar ?
• Yes • No
Q. What do you often purchase at Big Bazaar ?
• Food & grocery • Apparels • Home & Kitchen Appliances • Personal Care • Home Décor • All Products
Q.
Rate Big Bazaar on the basis of following parameters. Highly Satisfactory Satisfactory Neutral Dissatisfactory Highly
Dissatisfactory Price of the product Quality of
the product Various Brands offered Various products Available Sales person's knowledge, Friendliness & Quickness
Availability of parking Facilities [AC, Trolley] Queue time at payment Ambience and environment Display & Arrangement of
items
Q.
Please give your view on Big Bazaar for the following aspects. Strongly Agree Agree Neutral Disagree Strongly Agree Big
Bazaar is convenient Big Bazaar is fashionable BB is able to provide new, latest & unique products BB is a good place to
see and follow trends BB is a good place to meet my overall requirements

17/24
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Customer satisfaction is defined as “the number of
customers, or Percentage of total customers, whose
reported experience with a firm, its products, or its
services exceeds specified satisfaction goals”.
Customer satisfaction is defined as "the number of
customers, or percentage of total customers, whose
reported experience with a firm, its products, or its
services ( ratings) specified satisfaction goals."
https://www.slideshare.net/homeworkping4/153546291-comparativestudyondthserves
The company is known for having a significant
prominence in Indian retail and fashion sectors, with
popular supermarket chains like Big Bazaar and Food
Bazaar, lifestyle stores like Brand Factory, Central etc.and
also for having notable presence in integrated foods and
FMCG manufacturing sectors
The company is known for having a significant
prominence in Indian retail and fashion sectors, with
popular supermarket chains like Big Bazaar and Food
Bazaar, lifestyle stores like Brand Factory, Central, etc.
group also has a notable presence in integrated foods and
FMCG manufacturing sectors.
https://dbpedia.org/page/Future_Group

18/24
and Future Lifestyle Fashions, two operating companies of
Future Group, are among the top retail companies listed
in BSEwith respect to assets and in NSE with respect to
market
and Future Lifestyle Fashions Limited, two operating
companies of Future Group, are among the top retail
companies listed in BSE with respect to assets, and in NSE
with respect to market
https://dbpedia.org/page/Future_Group
Future Group is a corporate group and nearly all of its
businesses are managed through its various operating
companies based on the target sectors. For e.g., retail
supermarket/hypermarket chains Big Bazaar, FBB,Food
Bazaar, Food Hall, Hometown etc. are operated through
its retail hand, Future RetailLtd, while its fashion outlets
Brand Factory, Central, Planet Sports etc. are operated via
another of its subsidiaries, Future Lifestyle Fashions. With
these many fashion outlets and supermarkets, the group
also promotes, respectively, its fashion brands like Indigo
Nation,Spalding, Lombard, Bare etc., and FMCGs like Tasty
Treat, Fresh & Pure, Clean Mate,Ektaa, Premium Harvest,
Sach etc. It also has operating companies to cater
specifically to internal financial matters and consulting
within its group of companies. 1.2.1
Future Group is a corporate group and nearly all of its
businesses are managed through its various operating
companies based on the target sectors. For e.g., retail
supermarket/hypermarket chains Big Bazaar, FBB, Food
Bazaar, Food Hall, Hometown etc. are operated through
its retail hand, Future Retail Ltd, while its fashion outlets
Brand Factory, Central, Planet Sports etc. are operated via
another of its subsidiaries, Future Lifestyle Fashions. With
these many fashion outlets and the group also
promotes respectively, its fashion brands like Indigo
Nation, Spalding, Lombard, Bare etc., • 3. 3 and FMCGs
like Tasty Treat, Fresh & Pure, Clean Mate, Ektaa, Premium
Harvest, Sach etc. It also has operating companies to
cater specifically to internal financial matters and
consulting within its group of companies.
https://www.slideshare.net/AltafKeshwani/future-group-positioning-me
Big Bazaar Type Public Industry Retailing Founded 2001
Headquarter Mumbai, Maharashtra, India Products
Department store Employee More than 40,000 Parent
Future Group Division <100 Website www.BigBazaar.com
BIG BAZAAR Type Public Industry Retailing Founded 2001
Headquarters Mumbai, Maharashtra, India Products
Department store Employees More than 40000 people
Parent Future Group Divisions ~100 Website
www.Bigbazaar.com • 15.
https://www.slideshare.net/Shashikishore/a-study-on-consumer-satisfaction-at-big-bazaar
Rewrite rules, Retain values.” Mission: We share the vision
and belief that our customers and stakeholders shall be
served only by creating and executing future scenarios in
the consumption space leading to economic
development.
Rewrite rules, Retain values.” MISSION 1. They share the
vision and belief that their customers and stakeholders
shall be served only by creating and executing future
scenarios in the consumption space leading to economic
development. 2.

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Core 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 thoughts, business and work. •
Adaptability: To be flexible and adaptable, to meet
CORE VALUES 1. Indianness: Confidence in ourselves. 2.
Leadership: To be a leader, both in thought and business.
3. Respect & Humility: To respect every individual and be
humble in our conduct. 4. Introspection: Leading to
purposeful thinking. 5. Openness: To be open and
receptive to new ideas, knowledge and information. 6.
Valuing and Nurturing Relationships: To build long term
relationships. 7. Simplicity & Positivity: Simplicity and
positivity in our thought, business and Adaptability: To
be flexible and adaptable, to meet
Big Bazaar is not just another hypermarket. It caters to
every need of your family. WhereBig Bazaar scores over
other stores is its value for money proposition for
Big Bazaar is not just another hypermarket; it caters to
every need of your family. Where Big Bazaar scores over
other stores is its value for money proposition for
https://paytm.com/shop/p/flat-rs-100-cashback-when-you-pay-using-paytm-at-big-bazaar-fbb-food-baz ...
At Big Bazaar, you will definitely get the best products at
the best prices -
At Big Bazaar, you will get the best products at the
best prices --

20/24
chain of hypermarkets in India Currently there are 210
stores across 80 cities and towns In India. Big Bazaar is
designed as an agglomeration of bazaars or Indian
markets with clusters offering a wide range of
merchandise including fashion and apparels, food
product, general merchandise, furniture,
electronics,books,fast food and leisure and entertainment
section. Big bazar is part of the future group which also
owns the central hypermarket. Big bazar was launched in
September 2001 with the opening of its first four stores in
Calcutta, Indore, Bangalore and Hyderabad in 22 days
within a span of ten years there are now 150 big bazaar
stores in 80 cities and towns across India . Big bazar was
started by Kishore biyani, the group CEO though Big Bazar
was launched as a fashion formal including apparel
cosmetics accessories and general merchandise over the
year big bazar has included a wide range of product and
service offerings under their retail chain. 1.2.2
chain of hyper market in India Currently there are 210
stores across 80 cities and towns In India. Big Bazaar is
design as an agglomeration of bazaars or Indian markets
with clusters offering a wide range merchandise
including fashion and apparels, food product, general
merchandise, furniture, electronics,books,fast food and
leisure and entertainment section. Big bazar is part of
future group which also owns the central hypermarket.
Big bazar was launched in september 2001 with the
opening of its first four stores in Calcutta, Indore,
Bangalore and Hyderabad in 22 days within a span of ten
years there area now 150 big bazaar stores in 80 cities and
town across India . Big bazar was started by Kishore
biyani, the group CEO though Big Bazar was launched as
a fashion formal including apparel cosmetics accessory s
and general merchandise over the year big bazar has
include a wide range of product and service offerings
under their retail chain.
https://eprajournals.com/jpanel/upload/1220am_84.EPRA%20JOURNALS-7159.pdf

21/24
Simranjit Singh, Sonia Bajwa (2017) had carried out a
research study on “buying behavior of consumer towards
counterfeit products: a case study of moga city”. The
main objective of the research was to put emphasis on
the reasons for counterfeit purchase and the norms they
follow while forming this behavior. The other objectives
were to find out the dominant factors affecting the
consumer while purchasing counterfeit goods, to know
the relationship of these factors with the purchase
behavior and application of TPB model for knowing the
factors creating inclination towards counterfeit goods.
The sample size for research was 100 respondents. A
structures questionnaire was used by following the
convenience sampling method Priyanka Sharma (2017)
performed a research study on “Consumer Behavior
towards Online Shopping-An Empirical Study With
Reference To Bhiwani City, Haryana ''. The main objective
of the research was to identify the relationship of
demographic factors that influence online shopping, to
study the preferences of the consumers toward online
shopping and the satisfaction level of the consumers
while they shop online. To achieve the objective, null
hypothesis „Online shopping is not reliable and
trustworthy to the consumers‟ was tested. The sample
size of the research was 100 respondents from Bhiwani
City in Haryana state. The author had used Excel and
Statistical Package for the Social Sciences (SPSS) software
for data analysis purposes. After the data analysis and
interpretation, the author concludes that the internet has
given rise to great potential for businesses through
connecting globally. 3.
Simranjit Singh, Sonia Bajwa (2017) had carried out a
research study on “buying behaviour of consumer
towards counterfeit products: a case study of moga city”.
The main objective of the research was to put emphasis
on the reasons for counterfeit purchase and the norms
they follow while forming this behaviour. The other
objectives were to find out the dominant factors affecting
on the consumer while purchasing counterfeit goods, to
know the relationship of these factors with the purchase
behaviour and application of TPB model for knowing the
factors creating inclination towards counterfeit. The
sample size was for research was 100 respondents. A
structures questionnaire was used by following the
convenience sampling method ? Priyanka Sharma (2017)
performed a research study on “Consumer Behaviour
towards Online Shopping-An Empirical Study With
Reference To Bhiwani City, Haryana”. The main objective
of the research was to identify the relationship of
demographic factors that influence online shopping, to
study the preferences of the consumers toward online
shopping and the satisfaction level of the consumers
while they shop online. To achieve the objective, null
hypothesis „Online shopping is not reliable and
trustworthy to the consumers‟ was tested. The sample
size of the research was 100 respondents from Bhiwani
City in Haryana state. The author had used Excel and
Statistical Package for the Social Sciences (SPSS) software
for data analysis purpose. After the data analysis and
interpretation, the author concludes that the internet has
given rise to great potential for businesses through
connecting globally.
satisfaction from big bazaar based on various parameter 2.
To find out the buying behavior of the customers coming
into Big Bazaar. 3. To
satisfaction from big bazaar based on various parameter. ?
To analyze how the mix the customer satisfaction level. ?
To find out the buying behavior of the customers coming
in to Big Bazaar. ? To

22/24
Rate Big Bazaar on the basis of following parameters -
Quality of Products.
RATE BIG BAZAAR ON THE BASIS OF FOLLOWING
PARAMETERS:- prices of the products
Please give your view on Big Bazaar for the following
aspects - “Big Bazaar is convenient”. Big Bazaar is
PLEASE GIVE YOUR VIEW ON BIG BAZAAR FOR THE
FOLLOWING ASPECTS:- big bazaar is convenient Percent
Valid big bazaar is
aspects - “Big Bazaar is fashionable”. Big Bazaar is
fashionable
FOLLOWING ASPECTS:- big bazaar is convenient
Percent Valid big bazaar is fashionable
aspects - “
FOLLOWING ASPECTS:-
aspects - “
FOLLOWING ASPECTS:-
is a good place to see and follow trends”. BB is a good
place to
Is a good place to see and follow trends that are coming
the new e. Is a good place to

23/24
aspects - “
FOLLOWING ASPECTS:-
agree that Big Bazaar is able to provide new, latest &
unique products. 13.
agree 31 1.1 31.0 31.0... big bazaar is able to provide new
, latest and unique products
The study is only for the big bazaar confined to a
particular location and a very small sample of
respondents. Hence the findings cannot be treated as
representative of the entire
The study is only for the big bazaar confined to a
particular location and a very small sample of
respondents. Hence the findings cannot be treated as
representative of the entire
Retail industry. • Respondents may give biased answers for
the required data. Some of the respondents did not like to
respond. •
retail industry. ? Respondents may give biased answers for
the required data. Some of the respondents did not like to
respond.
Rate Big Bazaar on the basis of following parameters.
Highly Satisfactory Satisfactory Neutral Dissatisfactory
Highly Dissatisfactory Price of the product Quality of
Rate Big Bazaar on the basis of following parameters. 58
Highly Satisfactory Neither Satisfactory nor Dissatisfactory
Dissatisfactory Highly Dissatisfa ctory a. Prices of the
Products b. Quality of

24/24
aspects. Strongly Agree Agree Neutral Disagree Strongly
Agree Big Bazaar is convenient Big Bazaar is fashionable
BB is able to provide new, latest & unique products BB is a
good place to see and follow trends BB is a good place to
meet my overall requirements
aspects. 59 Strongly Agree Neither Agree nor Disagree
Disagree Strongly Disagree a. Big Bazaar is convenient b.
Big Bazaar is fashionable c. Big Bazaar is able to provide
new, latest and unique products d. Is a good place to see
and follow trends that are coming for the new season e. Is
a good place to meet my overall requirements

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