How to manage castle and customer satisfaction in Big Bazaar, Alahabad

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A project report on
“How to manage castle”
&
“Customer satisfaction”
At
Big Bazaar, Allahabad
Shambhunath Institute of Management
Jhalwa, Allahabad
Submitted To: Submitted By:
Mr. Abhishek sir KaranGujrati
(HR Manager) (Studentof Shambhunath
Institute of Management)

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Declaration
I, KaranGujrati, hereby declarethat the project entitled “How to manage
castle” & “Customer Satisfaction” at Big Bazaar has been personally doneby
me under the guidanceof the faculty members of Shambhunath Institute of
Management. Allthe data represented in this projectis trueand correct to the
best of my knowledgeand belief. This work has notbeen submitted for any
other degree / diplomaexam elsewhere.
Date:….…/…………/………

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ACKNOWLEDGEMENT
A project usually fallsshort of its expectation unlessguided by the right
person at the right time. Success of a project is an outcome of sincere efforts,
channeled in the right direction, efficient supervision and mostvaluable
professionalguidance.
This projectwould nothave been completed without the direct and indirect
help and guidanceof such luminaries. They providemewith the necessary
resourcesand atmosphere conductivefor healthy learningand training.
At the outset I would like to take this opportunity to gratefully acknowledge
the very kind and patientfulguidance that I have received for my project from
all the faculties of Shambhunath Institute of Management, without their
critical evaluation and suggestion at every stage of the project, this report
could not have reached its presentform.
Lastly, I would like to thank all the members of Big bazaar and my colleagues
who gave me fruitfulinformation to finish my project.

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Preface
Managementtrainingis businessorganization in fuseamong students a sense
of critical analysisof the real managerial situation to which they are exposed.
This gains them an opportunity to apply their conceptual theoretical &
imaginative skills in a real life situations and results thereof.
BIG BAZAAR isa renowned namein Retail. Big Bazaar is now a brand image in
privateretail sector. While my 15 daysproject, I was at Big Bazaar to find
about the potentiality of Big Bazaar along with the presenceof other retail
stores.
Practical trainingthrough expertsof Big Bazaar gave me actual inputto fulfill
my real aim.
This reportis the written accountof what I learnt experienced duringmy
training. I believe all those going through it will not only find it real but also
get usefulinformation.

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Executive summary
Titleof the project-
 “How to managecastle?”
 “Customer Satisfaction.”
Different objectives behind conductingthis project-
o Providingcustomer convenienceat the cash counters.
o Customer orientation towardsproductavailable at Big Bazaar.
o Listing of the product preferences at Big Bazaar.
o Recommendation for impulsebuyingat BigBazaar.
Introduction:
The projectwas carried outfor understandingthemovementof the product at
Big bazaar and customer behavior regardingdifferentproductsat Big Bazaar
Allahabad branch. Big Bazaar was established in the year 2001, they are old
player in the retail sector. The Big Bazaar followsvaluessuch as- Indian ness,
Leadership, Respect & Humanity, Valuing& NurturingRelationships,
Simplicity & Positivity, and Adaptability.
This research helps us in findingout the customers view regardingthis
productand servicesoffered by the BigBazaar and awarenessby promotion
and also identifyingthe market potential of Big Bazaar.
Slogan : “Making India Beautiful”

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About the Project-.
The projectwas carried out with an objective of knowing about the
satisfaction level of the customer at Big Bazaar and the customer are aware
about the differenttypesof productsand services and various offersprovided
at BigBazaar. On the other hand an attempt wasmade to know about the
major issue which are faced by the customerswas getting into larger queues
at the cash counter. The total samplesize taken was thirty (30) from various
customersof Big Bazaar. The research shows that the “Customer satisfaction”
at BigBazaar is although achieved but yetmany customersare not aware of
the productand servicesprovided their and these services are yet not
accompanied by other retail stores.
Research Methodology-
DataSource:-
PrimaryData:-Itis collected through questionnaire, direct observation of
customers, interview.
SamplingPlan:-
Samplingunit:- Random customersatBig Bazaar.
SamplingSize:-30 units
SamplingTechnique:- MarketAllocation.

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“Company Introduction”
FutureGroup
Futuregroup is India’sleading businessgroup that caters to the entire Indian
consumption spaceled by Mr. KishoreBiyani, thefuturegroupsoperatessix
verticals: Retails, Capital, Brands, Space, Media& Logistics.
The group’sjointventures includeFrench retailer, ETAM group, US stationary
products retailer, Staples and UK based Lee copper. Group company, Planet
Retail, ownsand operates the franchisee of internationalbrandslike Marks&
Spencer, Next, Debenhumsand Guessin India. The group’sIndian joint
venturepartnersinclude, ManipalHealth care, Talkwalker’s, Bluefoods&
Liberty shoes.
FutureCapital Holdings, the group’sfinancial arm, focuses on asset
management& consumer credit. It managesassets worth over $1 billion that
are being invested in developingretail real estate and consumer-related
brandsand hotels. The groupshas launched a consumer credit and financial
supermarketformat, Futuremoney and soon plansto offer insurance
productsthrough a joint venturewith Italian insurancemajor, Generali.
The group is currently developingover 50 mallsand consumption centers
across the country and has formed a joint venturecompany focusingon mall
managementwith Singapore-based Capital Land, oneof the Asia’s largest
property companiesFuturegroup’s vision is to, “deliver Everything,
Everywhere, Every timeto every Indian Consumer isthe mostprofitable
manner.” The groupsconsider ‘Indian Ness’ as a core valueand its corporate
credo is- “RewriteRules,Retainvalues”.

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“Future”-the word which signifies optimism, growth, achievement, strength,
beauty, rewards& perfection. Futureencouragesus to explore areas yet
unexplored, writerulesyet unwritten; create new opportunity and new
successes. To strive for a gloriousfuturebrings to usour strength, our ability
to learn, unlearn and re-learn our ability to evolve.
The motto of futuregroup, to not to wait for the futureto unfold itself but
create futurescenarios in theconsumerspace and facilitate consumption
because consumption isdevelopment. Thereby it will effect socio- economic
developmentfor their customers, employees, shareholders, associates and
partners. Their customer willnot just get whatthey need, butalso get them
where, howand whenthey need. They are not just posting satisfactory results,
they are writingsuccessstories.

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Future group Conglomerate
Future Groups has six business pillars:-
 FutureRetail
All the retail line of businesslike food fashion and home will come under this
vertical.
 FutureBrand
Custodian of all the presentand futurethat are either developed or acquired
by the group.
 FutureSpace
Will have a presencein property and mallmanagement.
 FutureCapital
Will provideconsumer creditand micro financeservices, including marketing
of MFsand insurance policies, and managementof real estate and consumer
fund.
 FutureMedia
Will focuson revenuegeneration through effectiveselling of retail media
spaces.
 Future Logistics
To driveefficiencies across businesses via better storage and distribution.

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Group vision:-
Futuregroup shall deliver Everything, Everywhere, Every timefor Every
Indian Consumer in the most profitable manner.
Group Mission:-
Futuregroup shares the vision and belief that their customersand
stakeholders shall be served only by creating and executing futurescenario in
the consumption spaceleadingto economicdevelopment.
They will be the trendsetters in evolvingdelivery formats, creating retail
realty, makingconsumption affordablefor all customer segments- for classes
and masses.
They shall infuseIndian brandswith confidenceand renewed ambition.
They shall be efficient, cost-conscious and committed to quality in whatever
they do.
They shall ensurethat their positive attitude, sincerity, humility and united
determination shall be the drivingforceto makethem successful.
Core values:-
 Indian ness:- Confidencein themselves.
 Leadership: - To beleader, both in thought and business.
 Respect andHumility:- To respect every individualand humblein their
conduct.
 Introspection: - Leadingto purposefulthinking.
 Openness: - To be open and respectiveto new ideas, Knowledgeand
information.
 ValuingandNurturingrelationships: - To build longterm relationships.
 SimplicityandPositivity: - Simplicity and positivity in their thought
businessand action.
 Adaptability:- To be flexible and adaptable, to meet challenges.
 Flow: - To respectand understand theuniversallawsof nature.

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Questionnaire sample for “How to manage castle”
& “Customer Satisfaction”
I am Karan Gujrati pursuing MBA from Shambhunath Institute of Management, Allahabad
(Affiliated to AKTU University, Lucknow). This survey is a part of an assignment of my
training. Kindly fill all the questions given below by ticking on the option(s) which you feel
are suitable according to you. This information provided will be kept confidential and will
be used for the purpose of study only.
Name:............................................................................... Occupation:.........................................................
Mobile No.:.....................................................................
Gender: Male..................... Female:....................
Age: 18-28............... 28-38................ 38-48................ 48-58............... 58-65.................
 Why do you shop at big bazaar?
A) Quality
B) Offer
C) Price
D) Easy availability of product
E) Others (please specify)..............................................................................
 What is the basic problem you find at Big Bazaar?
A) Gaining information about product.
B) Billing at cash counter.
C) Delivery of information regarding products and offers by the employee.
D) Employee treatment with customers.
E) Others (please specify)..............................................................................
 Are you satisfied with Big Bazaar own brands?
A) Yes B) No
 In which area of operation at Big Bazaar improvement is needed?
A) Cashier Speed
B) Staff selection
C) Queue at cash counter
D) Others (please specify)..............................................................................

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 How did you find the following qualities of our stores staff?
A) Courteousness (Good/ Ok/Bad)
B) Patientful (Good/Ok/Bad)
C) Efficiency knowledge (Good/Ok/Bad)
D) Knowledge of products and offers (Good/Ok/Bad)
 How would you rate the product display?
A) Good B) Ok C) Bad
 Can you locate the productseasily and conveniently?
A) Good B) Ok C) Bad
 How is the customer service department in stores effective in providing
service?
A) Fast service B) Slow service C) Not sufficient D) Not good
 Do you have to wait for a long time at the billing section at Big Bazaar?
A) Yes B) No
 How do you feel shopping at Big Bazaar?
A) Satisfied
B) Neutral
C) Dissatisfied
 How is the store space in Big Bazar for moving around for product?
A) Satisfied
B) Neutral
C) Dissatisfied
 Do you feel Big Bazaar should introduce innovative offers for customer?
A) Yes B) No

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Ques1-Why do you shop at Big Bazaar?
Ques2-Whatis the basic problem you find at Big
Bazaar?
Quality,13%
Offer, 20%
Price,
7%
Easy availability
of products,53%
Others,
7%
Gaining
Information
about
products,17%
Billingatcash
counter, 67%
Delivery of
information , 10%
Employees
treatment with
customer, 3%
Others, 3%

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Ques3-Are you satisfiedwith Big Bazaar home
brands?
Ques-4In which area of operation improvement
is needed at Big Bazaar?
Yes
34%
No
66%
Cashier speed
34%
Staff selection
3%
Queqe at cash
counter
53%
Others
10%

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Ques5-How do you find the following qualities
of our stores staff?
Ques6-How would you rate the product
display?
34%
23%
33% 33%
63%
67%
43% 43%
3%
10%
24% 24%
Courteousness Patient Efficiency Knowledge of product
and offers
Good Ok Bad
Good
27%
Ok
60%
Bad
13%

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Ques7-Canyou locate the products easily &
conveniently?
Ques8-How is customer servicedepartment in
stores effective in providingservice?
Good
29%
Ok
54%
Bad
17%
Fastservice
27%
Slow service
50%
Not sufficient
10%
Not good
13%

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Ques9-Do you have to wait for a long time at
the billing sectionat Big Bazaar?
Ques10-How do you feel about shoppingat Big
Bazaar?
Yes
80%
No
20%
Satisfied
40%
Neutral
37%
Dissatisfied
23%

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Ques11-How is store space in BigBazaar for
moving around for product?
Ques12-Do you feel innovativeoffers for
customer?
Satisfied
27%
Neutral
43%
Dissatisfied
30%
Yes
90%
No
10%

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Findings
1) The first attempt was madeto find the reason behind the frequency of
customersto shop at Big Bazaar.
2) The research helped in telling about the basic problemsthe customers are
facing at BigBazaar.
3) How popular and satisfied are the home brandsof Big Bazaar amongthe
customer.
4) It also helped in findingaboutthe weaker section of Big Bazaar which
needsimprovement.
5) An analysis wasmade to find about the qualities of the stores staff by
which the customers would besatisfied.
6) The condition and the rating of the managementsystem of the product
displayed at Big Bazaar.
7) Dueto expanded areawas it easy and convenientfor the customers to find
out the products.
8) How helpfulare the customer servicedepartmentseffective in providing
and helping outits customer.

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9) The research helped in findingoutthe customers view regardingmanaging
queuesand waiting long hoursat the cash counters.
10) How satisfies a customer feels while shoppingat Big Bazaar.
11) Whether the customersfeel convinced and easy by the space provided
at BigBazaar amongthe differentstores.
12) Is Big Bazaar providingany new innovation for its customers?

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Suggestion
1. The Big Bazaar should focuson maintaining its quality and pricing
productsat reasonable rates.
2. The cash counters at Big Bazaar need to be managed more
adequately for customer’sconvenience.
3. It also need to introducesome morebrandsof better quality.
4. In the operational section the most weakest part of Big Bazaar lies in
awkwardnessof queuesat the cash counter.
5. They also need to hier some efficient staffs who could confidently
deal with the customers.
6. The productsat the Big Bazaar need to be more highlighted for
customer’sconvenience.
7. The customer service departmentsalso need to providefastand
effective service to the customers.
8. Big Bazaar also needsto expand its area for someof the sections like
food bazaar and female departments.
9. Creativity and more innovativity in the productsarestill awaited for
greater market share.

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Recommendations
1. The worstcorner though the most demandingisthe billing corner in the
Big Bazaar needsto be improved firstfor some of the departmentlike
Food Bazaar by expandingits area.
2. The items of the food Bazaar could be divided into two sections:- as
perishable and non-perishable goodswhich would avoid rushat the
cash countersand would also help in increasing space.
3. Appointingqueuemanagersfor maintaininghuge queuesis the need of
an hour who could managethe rush of customers easily.
4. Th e server problemsin the Big Bazaar at the cash countersalso need to
be improved for effectiveservice.
5. The counter should not be left vacant at any hoursspecially duringthe
businessdaysand special offersthere.
6. Number of helpers should also be increased for fast service at the billing
counters.
7. Duringthe business daysthe number of workingcash countersshould
be active and even in the peak hours of shoppingall the billing sections
should be equally active.
8. The personshired to managed to cash countersshould be provided
proper trainingand should have equivalent information aboutthe
productsand offersfor customers convenience.

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Conclusion
1. The reportreveals that there is a huge scope for the growth of
organized retailing and improvementof Big Bazaar store in Allahabad
city.
2. Increase in modernization and westernization thetrend of retail stores
has increased as such the aspects of Big Bazaar could be fruitfulin the
market.
3. It is the only retail store which has successfully helped customersin
providingallthe categories of productunder oneroof.
4. It has the potential to increase its market share just by workingout in
few of its sections and increasing innovativevity.
5. It creates a holistic approachof shoppingof shoppingfor customersin
the currentscenario.

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Bibliography
 “Wednesday Bazaar, The Hindu”
 www.retail.com
 Agrawal C.B. (2006) stores keeping and purchasing-
Kings books Delhi.
 Anand Tamana (2008-journal) - Organized Retailing in
India Need of the Hour- Marketing Mastermind.
 www.google.com
 Big Bazaar- http://business.mapsofindia.com/india-
retail-industry.