customer service with reference to big bazzaar

1. Customer services with
reference to big bazaar

2. Customer service
 Customer service is the act of taking care of
the customer's needs by providing and
delivering professional, helpful, high quality
service and assistance before, during, and after
the customer's requirements are met.

3. Objective of the study
 To analyse how the Customer Service influence the customer
satisfaction level.
 To find out the buying behaviour of the customers coming in to Big
Bazaar.
 To identify main competitors of Big Bazaar with regard to services.
 To use customer compliments, comments and complaints to drive
improvements to services.
 To study the satisfaction level of customers with regard of big bazaar.

4. Need of the study
The study of “Customer Service With Reference To Big Bazaar” helps the
company to maintain the standards for customer service. This research is
to identify the buying behaviour of customers of Big Bazaar. The research
is also important to identify Market size, growth and Market Potential of
Big Bazaar. This study tells us about what will be the future Scenario of Big
Bazaar in current perspective. The study helps us know about
Opportunities and challenges for Big Bazaar respect of internal & external
environment. The study provides help to know the customers satisfaction
level with Big Bazaar stores.

5. Justification of study
 The selected topic was “Customer Service With Reference To Big Bazaar”. Retail
business is successful only when they have a good customer services. Customer
loyalty can only be gain by providing good or satisfied services to the customers.
Every business in retail is giving high priority to identify the buying behaviour of
customers which will help them to improve satisfaction of their customers and
reduce the dissatisfaction.
 Customer satisfaction is considered as a key issue for the retail businesses
where efforts should be taken more.
 If a customer is not satisfied with the service the chances of coming back to Big
Bazaar for purchasing would be low.
 In this connection the survey was conducted on the behalf on “Big Bazaar” to
identify the level of customer satisfaction in terms of strongly agree to strongly
disagree on various customer services factors

6. Company profile
 Future group is an Indian Privately held corporation that runs Chains of large
discount department stores and warehouses stores. Future Group was established
by Mr. Kishore Biyani (MD & CEO). The headquarters of the future group at
Mumbai, Maharashtra.
 Future Group was founded on a simple Idea Rewrite rule, Retain values. This
fundamental belief created a new kind of marketplace, forever transforming
Indian retail. Today our core values continue to guide how we do business and
improve the quality of life of the people we serve.
 Future Retail limited is the flagship company of Future group. Future Retail
operates national hypermarket chain, Big Bazaar and supermarket chain, food
bazaar.

7. Data collection
Data is collected from various customers through personal
interaction. Some other information is collected through secondary
data also. Data was collected through a structured questionnaire,
Likert technique is used for measuring either positive or negative
Sources of data
Primary Source- The primary data was collected by means of a
survey. Questionnaires were prepared and customers of the big
bazaar were approached to fill up the questionnaires. The
questionnaire contains 20 questions which reflect on the type and
quality of services provided by the Big Bazaar to the customers. The
response of the customer is recorded on a grade scale of strongly
disagree, disagree, uncertain, agree and strongly agree for each
question. The filled up information was later analyzed to obtain the
required interpretation and the findings.

8. Secondary Source- In order to have a proper understanding of the
customer service of Big Bazaar a depth study was done from the
various sources such as books a lot of data is also collected from
the official websites of the Big Bazaar and the articles from
various search engines like Google, yahoo search and
answers.com.
Data analysis techniques
Observing the working of various departments like human
resource, marketing, purchasing. Discussion with the executives,
managers, employees. Visiting & surfing websites of company. The
data was analyzed through percentage method and pie chart
method of analyzing. Percentage method is used in making sense
of data. This method is used to describe the relationship.

9. RESEARCH LIMITATIONS
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.
Respondents tried to escape some statements by simply
answering “neither agree nor disagree” to most of the
statements. This was one of the most important limitations
faced, as it was difficult to analyse and come at a right
conclusion.

10. Analysis
 Upper middle class is associating more them self with big bazaar for shopping.
 Youngsters who has just started their college life are visiting more to big bazaar.
 Most of people visit big bazaar once in a week or during special offers.
 Most of the people are happy with the location of Big Bazaar.
 Staff is courteous.
 More then half of employees have complete knowledge to answer the customer
questions.
 Big bazaar shows little interest in solving the problem of customer.
 Staffs of big bazaar communicate in a language, which can be easily understood by
the customer.
 The store layout at the store makes it easy for customers to find what they need.
 People are not satisfied with the parking facility.

11. Recommendation
 Clean and hygienic environment.
 Good parking facility.
 More advertisement to increase the awareness of product to increase their
share in the market.
 Good attractive products displays for making the customers to take on the
spot decision of buying different products.
 Quality in product should be reached up to mark.
 Prices should not be so high so that a common man could also purchase it.
 Should provide good customer services so that customer likes to visit again.
 Proper training should be provided to the employee so that they can deal
with customer efficiently.
 They can also start home delivery service to improve customer satisfaction.

12. Thank you