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1 
SUMMER INTERNSHIP PROJECT REPORT 
AT 
FUTURE GROUP“BIG BAZAAR” 
A Project Report Submitted In Partial Fulfilment of the...
2 
CERTIFICATE 
This is to certify that the Project Report at FUTURE VALUE RETAIL INDIA LTD. submitted in 
partial fulfill...
3 
STUDENT’S DECLARATION 
I hereby declare that the Project Report conducted at FUTURE VALUE RETAIL LIMITED 
under the gui...
4 
ACKNOWLEDGEMENT 
I extend my special gratitude to our beloved Dean Dr. H. Muralidharan and Academic Head 
Prof. V. Nara...
5 
TABLE OF CONTENT 
Chapter 
Title 
Page No 
1 
INDUSTRY ANALYSIS 
2 
2 
COMPANY ANALYSIS 
13 
3 
DISCUSSION ON TRAINING ...
6 
List of Tables 
Table No Table name Page No 
1 Number of Respondents in Gender 35 
2 Customer Age groups 36 
3 Responde...
7 
EXECUTIVE SUMMARY 
The Indian retail industry, one of the fastest growing industries in the country over the past 
coup...
8 
1. INDUSTRY PROFILE
Retail is the sale of goods and services from individuals or businesses to the end-user. Retailers 
are part of an integra...
A marketplace is a location where goods and services are exchanged. The traditional market square 
is a city square where ...
 Mom-And-Pop: is a small retail outlet owned and operated by an individual or 
11 
family. Focuses on a relatively limite...
 Category killers or Category Specialist: By supplying wide assortment in a single 
category for lower prices a retailer ...
13 
Global top five retailers 
Worldwide Top Five Retailers 
Retail Sales Rank Company Country of Origin 
1. Walmart US 
2...
Staffing 
Because patronage at a retail outlet varies flexibility in scheduling is desirable. Employee 
scheduling softwar...
Digital delivery or Download, where intangible goods, such as music, film, and electronic books 
and subscriptions to maga...
 High competitiveness among existing market participants and resulting low profit 
margins, caused in part by Constant ad...
good relationship with the customer and eventually will attract more new customers and turn them 
into regular customers. ...
acquisitions with a total known value of 2.255 trillion USD have been announced . 
[9] The largest transactions with invol...
19 
2. COMPANY ANALYSIS
20 
HISTORY 
Big Bazaar was introduced by the Future Group in September 2001 with the opening of its first 
four stores in...
The following year, 2008, witnessed by far the fastest growth in terms of retail expansion for Big 
Bazaar, with the launc...
22 
Various formats and store concept 
Most Big Bazaar outlets are multi- levelled stores and are located in stand-alone b...
customers donate any amount for the meal which would be used for a local, regional 
or topical cause. 
23 
Schemes and inn...
24 
Maha Bachat 
The concept of ‘Maha Bachat’ (Mega Saving) was introduced in the year 2006 as a single day 
campaign with...
25 
VISION 
 To deliver everything, everywhere, every time to every Indian customer in the most 
possible manner. 
 One ...
26 
ORGANISATIONAL HEIRARCHY 
AREA MANAGER 
HEAD STORE MANAGER 
ASSISTANT STORE MANAGER 
FLOOR MANAGER 
ACCOUNT MANAGER 
R...
27 
ROLE OF HEAD STORE MANAGER 
HEAD Store managers can be found in all shops as they are the main cog in its running. The...
28 
FLOOR MANAGER 
Retail Floor Manager Jobs have a responsibility for the day-to-day management of a department 
or store...
29 
SWOT ANALYSIS 
Strengths: 
1. Big Bazaar is one of the largest retail hypermarket in India with 214 stores (as on 
Jun...
30 
Opportunity: 
1. There are lot of opportunities available for expansion to rural and semi-urban 
markets 
2. The volum...
31 
3. DISCUSSION ON TRAINING
32 
Roles and responsibilities: 
 To know the perception of customer and their satisfaction level in home fashion. 
 Col...
33 
4. ANALYSIS OF RESEARCH UNDER TAKEN
34 
INTRODUCTION: 
Marketing is the moving and exciting activity in everybody activities. The sellers, distributors, 
adve...
However, we all have different tastes, likes, dislikes, and adopt different behaviour patterns while making 
purchase deci...
36 
A MODEL OF CONSUMER BEHAVIOUR: 
A consumer decisions to purchase a particular product of service is the result of comp...
37 
NEED FOR THE STUDY: 
Consumer behavior plays a major role for the growth of the company in the modern market 
scenario...
38 
RESEARCH METHODOLOGY 
The survey technique is intended to secure one or more items of information from a sample of 
re...
1) Primary data: Meaning: Primary sources of data are the data which needs the personal efforts 
of collect it and which a...
40 
SCOPE OF THE STUDY 
My scope is limitation to one Branch (RAJAJI NAGAR). The scope of the study is to identify the 
co...
41 
ANALYSIS AND INTERPRETATION 
Q1) Respondents in Gender? 
Table no1 – Number of Respondents in Gender 
Gender No of Cus...
42 
Q2) Age groups? 
Table No – 2 Customers Age groups 
Less than 25 30 30% 
25-35 48 48% 
35-45 17 17% 
46-55 3 3% 
56 an...
43 
Q3) Marital Status? 
Table No3 – Respondents Marital Status 
Marital Status No of Customers Percentage 
Married 60 60%...
44 
Q4) Income per month? 
Table No4 – Respondents Income Level per month 
Income per month No of Customers Percentage 
Le...
45 
Q5) How frequently do you visit Big Bazaar? 
Table No5 – Respondents frequently visiting Big Bazaar 
Frequent visit No...
46 
Q6) What is the main purpose of Purchase? 
Table No6 – Respondents main purpose of Purchase at Big Bazaar 
Purpose of ...
47 
Q7) Which type of products do you Purchase more in Big Bazaar? 
Table No7 – Types of products Purchased by Respondents...
48 
Q8) What is the reasons behind Purchase in Big Bazaar? 
Table No8 – Respondents reasons behind Purchase in Big Bazaar ...
49 
Q9) How often do you ask for Assistance from staff while purchase? 
Table No9 – Respondents asking Assistance from sta...
50 
Q10) How do you feel the pricing of products in Big Bazaar? 
Table No10 – Respondents perception towards the pricing o...
51 
Q11) Why do you prefer to shop in Big Bazaar? 
Table No11 – Respondents preference to shop in Big Bazaar 
Prefer to sh...
52 
Q12) Which place you like the most for shopping in the City and why? 
Table No12 – Respondents most shopping place in ...
53 
Q13) Which of the facilities are you making use of in Big Bazaar? 
Table No13 – Respondents using facilities of Big Ba...
54 
Q14) Which offer days do you prefer to shop in Big Bazaar? 
Table No14 – Respondents preferred days to shop in Big Baz...
55 
Q15) How is your Overall experience in Big Bazaar? 
Table No15 – Respondents Overall experience in Big Bazaar 
Experie...
56 
Q16) Do you suggest any one to shop at Big Bazaar? If NO why? 
Table No16 – Respondents suggestion to other to shop at...
57 
Q17) How Big Bazaar Management can attract Customers? 
Table No17 – Respondents suggestions to attract Customers 
Sugg...
58 
Q18) How did you come to know about Big Bazaar? 
Table No18 – Respondents sources of Awareness about Big Bazaar 
Sourc...
59 
Q19) Which sources of advertisements made you to purchase / attracted you to Big 
Bazaar? 
Table No19 – Advertisements...
60 
Q20) Which sources of adverting do you think that can reach easily to Customers? 
Table No20 – Sources of advertising ...
61 
Q21) Mention your satisfaction levels of following elements? 
Elements Highly satisfied Satisfied Dissatisfied None 
L...
62 
Table No21.1 – Customer satisfaction levels for location 
Satisfaction level No of respondents Percentage 
Highly sati...
63 
Table No21.2 – Customer satisfaction levels for Operating time 
Satisfaction level No of respondents Percentage 
Highl...
64 
Table No21.3 – Customer satisfaction levels for Cleanness of store 
Satisfaction level No of respondents Percentage 
H...
65 
Table No21.4 – Customer satisfaction levels for Spacious shop floor 
Satisfaction level No of respondents Percentage 
...
66 
Table No21.5 – Customer satisfaction levels for Easy to locate any product 
Satisfaction level No of respondents Perce...
67 
Table No21.6 – Customer satisfaction levels for Promotion Offers 
Satisfaction level No of respondents Percentage 
Hig...
68 
Table No21.7 – Customer satisfaction levels for Prices of products 
Satisfaction level No of respondents Percentage 
H...
69 
Table No21.8 – Customer satisfaction levels for Flexibility in payment 
Satisfaction level No of respondents Percentag...
70 
Table No21.9 – Customer satisfaction levels for Services in customer Seva desk 
Satisfaction level No of respondents P...
71 
Questionnaire 
Dear Sir/Madam, 
I, Mr.Athaullah, perusing 2nd year MBA in M.S. Ramaiah Management Institute, conductin...
72 
(d) Vegetables and fruits (e) Electronics (E-Zone) (f) Utensils and Crockery 
(g) Any Other, Please specify …………………………...
73 
Q16) Do you suggest any one to shop at Big Bazaar? If NO why? 
(a) Yes (b) No 
Q17) How Big Bazaar Management can attr...
74 
FINDINGS 
From the responses of 100 customers the findings can be listed as: 
 As per the findings 77% of male custom...
 As per the findings, almost all of 96% of the respondents are recommended to others for 
75 
shopping in Big Bazaar 
 A...
76 
RECOMMENDATIONS 
As attempt has been made to suggest to the Big Bazaar a few measures. These suggestions have 
been ma...
77 
CONCLUSIONS 
The study has basically helped to know the Customer behavior towards Big Bazaar and what 
influence peopl...
78 
BIBLIOGRAPHY 
Text Books 
Consumer Behavior: Albert J. Dells Bittas 
Consumer Behavior: David L. Loudon 
Principles of...
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Consumer behaviour towads Big Bazaar

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Consumer behaviour towads Big Bazaar

  1. 1. 1 SUMMER INTERNSHIP PROJECT REPORT AT FUTURE GROUP“BIG BAZAAR” A Project Report Submitted In Partial Fulfilment of the Requirements For The Award of the MASTERS IN BUSINESS ADMINISTRATION TO M.S.RAMAIAH MANAGEMENT INSTITUTE BY S ATHAULLAH (13M07742) MBA (UoM) BATCH 2013-15 Under the guidance of Prof. AVINASH B.M. GUIDE NAME Prof.AVINASH B.M. M. S. RAMAIAH MANAGEMENT INSTITUTE NEW BEL ROAD, BANGALORE-560054
  2. 2. 2 CERTIFICATE This is to certify that the Project Report at FUTURE VALUE RETAIL INDIA LTD. submitted in partial fulfillment of the requirements for the award of the MASTER OF BUSINESS ADMINISTRATION to M.S.RAMAIAH MANAGEMENT INSTITUTE is a record of bonafide training carried out under my supervision and guidance and that no part of this report has been submitted for the award of any other degree/diploma/fellowship or similar titles or prizes. GUIDE Signature: Name: Qualifications:
  3. 3. 3 STUDENT’S DECLARATION I hereby declare that the Project Report conducted at FUTURE VALUE RETAIL LIMITED under the guidance of Prof. AVINASH submitted in partial fulfillment of the requirements for the MASTER OF BUSINESS ADMINISTRATION (UOM) to M.S. RAMAIAH MANAGEMENT INSTITUT, is my original work and the same has not been submitted for the award of any other Degree/Diploma/Fellowship or other similar titles or prizes. Place: Bangalore (S ATHAULLAH) Date: Reg. No: 13M07742
  4. 4. 4 ACKNOWLEDGEMENT I extend my special gratitude to our beloved Dean Dr. H. Muralidharan and Academic Head Prof. V. Narayanan and Program Head Dr. Triveni P. for inspiring me to take up this project. I wish to acknowledge my sincere gratitude and indebtedness to my project guide Prof. AVINASH of M.S. RAMAIAH MANAGEMENT MINSTITUTE, Bangalore for his valuable guidance and constructive suggestions in the preparation of project report. STUDENT’S NAME S ATHAULLAH
  5. 5. 5 TABLE OF CONTENT Chapter Title Page No 1 INDUSTRY ANALYSIS 2 2 COMPANY ANALYSIS 13 3 DISCUSSION ON TRAINING 25 4 ANALYSIS OF RESEARCH UNDERTAKEN 27
  6. 6. 6 List of Tables Table No Table name Page No 1 Number of Respondents in Gender 35 2 Customer Age groups 36 3 Respondents Marital Status 37 4 Respondents Income Level per month 38 5 Respondents frequently visiting Big Bazaar 39 6 Respondents Main purpose of Purchase at Big Bazaar 40 7 Types of products Purchased by Respondents in Big Bazaar 41 8 Respondents reasons behind Purchase in Big Bazaar 42 9 Respondents asking Assistance from staff while Purchase 43 10 Respondents perception towards the pricing of products 44 11 Respondents preference to shop in Big Bazaar 45 12 Respondents most shopping place in City 46 13 Respondents using facilities of Big Bazaar 47 14 Respondents preferred days to shop in Big Bazaar 48 15 Respondents Overall experience in Big Bazaar 49 16 Respondents suggestion to other to shop at Big Bazaar 50 17 Respondents suggestions to attract Customers 51 18 Respondents sources of Awareness about Big Bazaar 52 19 Advertisements attracted respondents towards Big Bazaar 53 20 Source of advertising that can reach easily to Customers 54 21 Respondents Satisfaction levels 55 21.1 Customer satisfaction level for location 56 21.2 Customer satisfaction level for Operating time 57 21.3 Customer satisfaction level for Cleanness of store 58 21.4 Customer satisfaction level for Spacious shop floor 59 21.5 Customer satisfaction level for Easy to locate any product 60 21.6 Customer satisfaction level for Promotion Offers 61 21.7 Customer satisfaction level for Prices of products 62 21.8 Customer satisfaction level for Flexibility in payments 63 21.9 Customer satisfaction level for Services in CSD 64
  7. 7. 7 EXECUTIVE SUMMARY The Indian retail industry, one of the fastest growing industries in the country over the past couple of years is no exception. There is no doubt that the Indian retail scene is booming. India’s retailing boom is the result of rapid globalization and the recognition of being a very potential market by big giants and foreign companies making the market more competitive. This has caused existing retailer’s tore-tailor their strategies to suit the new landscapes. This retail industry deals Food Bazaar and various sections which help the society with their daily needs. After interaction with customers I found that they are more satisfied with the food bazaar rather than any other products. While working on this project various topics and concepts came to the knowledge which was unheard and unknown before. A survey was also conducted for this project which mainly focuses on the consumer behaviour towards Big Bazaar. It would also help in knowing the various factors that are influence consumer behaviour and understand consumer behaviour towards Big Bazaar. Big Bazaar has brought about many changes in the buying habits of people. It has created formats, which provide all items under one roof. Big Bazaar has maintained that uniqueness& succeeded in attracting customers. Big Bazaar is not just another hypermarket. It caters to every need of your family. Big Bazaar scores over other stores is its value for money proposition for Indian Customers. With the ever-increasing array of private labels, it has opened doors in the world of fashion and general merchandise, including home furnishings, utensils, crockery, sport goods and much.
  8. 8. 8 1. INDUSTRY PROFILE
  9. 9. Retail is the sale of goods and services from individuals or businesses to the end-user. Retailers are part of an integrated system called the supply chain. A retailer purchases goods or products in large quantities from manufacturers directly or through a wholesale, and then sells smaller quantities to the consumer for a profit. Retailing can be done in either fixed locations like stores or markets, door-to-door or by delivery. Retailing includes subordinated services, such as delivery. The term "retailer" is also applied where a service provider services the needs of a large number of individuals, such as for the public. Shops may be on residential streets, streets with few or no houses or in a shopping mall. Shopping streets may be for pedestrians only. Sometimes a shopping street has a partial or full roof to protect customers from precipitation. Online retailing, a type of electronic commerce used for business-to-consumer (B2C) transactions and mail order, are forms of non-shop retailing. Shopping generally refers to the act of buying products. Sometimes this is done to obtain necessities such as food and clothing; sometimes it is done as a recreational activity. Recreational shopping often involves window shopping (just looking, not buying) and browsing and does not always result in a purchase Etymology. Retail comes from the Old French word trailer, which means "to cut off, clip, pare, divide" in terms of tailoring (1365). It was first recorded as a noun with the meaning of a "sale in small quantities " in 1433 (from the Middle French retail, "piece cut off, shred, scrap, paring"). [1] Like in French, the word retail in both Dutch and German also refers to the sale of small quantities of items. 9 Types of retail outlets  San Juan de Dios Market in Guadalajara, Jalisco  Inside a supermarket in Russia  Walnut Market in Katra, Jammu & Kashmir, India
  10. 10. A marketplace is a location where goods and services are exchanged. The traditional market square is a city square where traders set up stalls and buyers browse the stores. This kind of market is very old, and countless such markets are still in operation around the whole world. In some parts of the world, the retail business is still dominated by small family-run stores, but this market is increasingly being taken over by large retail chains. Retail is usually classified by type of products as follows: Food products Hard goods or durable goods ("hardliner retailers") - appliances, electronics, furniture, sporting goods, etc. Goods that do not quickly wear out and provide utility over time. Soft goods or consumables - clothing, apparel, and other fabrics. Goods that are consumed after one use or have a limited period (typically under three years) in which you may use them. 10 There are the following types of retailers by marketing strategy:  Department stores - very large stores offering a huge assortment of "soft" and "hard goods; often bear a resemblance to a collection of specialty stores. A retailer of such store carries variety of categories and has broad assortment at average price. They offer considerable customer service.  Discount stores - tend to offer a wide array of products and services, but they compete mainly on price offers extensive assortment of merchandise at affordable and cut-rate prices. Normally retailers sell less fashion-oriented brands.  Warehouse stores - warehouses that offer low-cost, often high-quantity goods piled on pallets or steel shelves; warehouse clubs charge a membership fee;  Variety stores - these offer extremely low-cost goods, with limited selection;  Demographic - retailers that aim at one particular segment (e.g., high-end retailers focusing on wealthy individuals).
  11. 11.  Mom-And-Pop: is a small retail outlet owned and operated by an individual or 11 family. Focuses on a relatively limited and selective set of products.  Specialty stores: A typical speciality store gives attention to a particular category and provides high level of service to the customers. A pet store that specializes in selling dog food would be regarded as a specialty store. However, branded stores also come under this format. For example if a customer visits a Reebok or Gap store then they find just Reebok and Gap products in the respective stores. Boutiques or Concept stores are similar to specialty stores. Concept stores are very small in size, and only ever stock one brand. They are run by the brand that controls them. An example of brand that distributes largely through their own widely distributed concept stores is L'OCCITANE en Provence. The limited size and offering of L'OCCITANE's stores are too small to be considered a specialty store proper.  General store : a rural store that supplies the main needs for the local community;  Convenience stores: is essentially found in residential areas. They provide limited amount of merchandise at more than average prices with a speedy checkout. This store is ideal for emergency and immediate purchases as it often works with extended hours, stocking every day;  Hypermarkets: provides variety and huge volumes of exclusive merchandise at low margins. The operating cost is comparatively less than other retail formats.  Supermarkets: is a self-service store consisting mainly of grocery and limited products on non-food items. They may adopt a Hi-Lo or an EDLP strategy for pricing. The supermarkets can be anywhere between 20,000 and 40,000 square feet (3,700 m2). Example: SPAR supermarket.  Malls: has a range of retail shops at a single outlet. They endow with products, food and entertainment under a roof.
  12. 12.  Category killers or Category Specialist: By supplying wide assortment in a single category for lower prices a retailer can "kill" that category for other retailers. For few categories, such as electronics, the products are displayed at the centre of the store and sales person will be available to address customer queries and give suggestions when required. Other retail format stores are forced to reduce the prices if a category specialist retail store is present in the vicinity.  E-tailors: The customer can shop and order through internet and the merchandise are dropped at the customer's doorstep. Here the retailers use drop shipping technique. They accept the payment for the product but the customer receives the product directly from the manufacturer or a wholesaler. This format is ideal for customers who do not want to travel to retail stores and are interested in home shopping. However it is important for the customer to be wary about defective products and non-secure credit card transaction. Example: Amazon, Pennyful and eBay.  Vending Machines: This is an automated piece of equipment wherein customers can drop the money in the machine and acquire the products. Some stores take a no frills approach, while others are "mid-range" or "high end", depending on what income level they target. Other types of retail store include: Automated Retail stores are self-service, robotic kiosks located in airports, malls and grocery stores. The stores accept credit cards and are usually open 24/7. Examples include ZoomShops and Redbox. Big-box stores encompass larger department, discount, general merchandise, and warehouse stores. Retailers can opt for a format as each provides different retail mix to its customers based on their customer demographics, lifestyle and purchase behaviour. A good format will lend a hand to display products well and entice the target customers to spawn sales. 12
  13. 13. 13 Global top five retailers Worldwide Top Five Retailers Retail Sales Rank Company Country of Origin 1. Walmart US 2. Carrefour France 3. Tesco UK 4. Kroger US 5. Metro AG Germany Operations Retail pricing The pricing technique used by most retailers is cost-plus pricing. This involves adding a markup amount (or percentage) to the retailer's cost. Another common technique is suggested retail pricing. This simply involves charging the amount suggested by the manufacturer and usually printed on the product by the manufacturer. In Western countries, retail prices are often called psychological prices or odd prices. Often prices are fixed and displayed on signs or labels. Alternatively, when prices are not clearly displayed, there can be price discrimination, where the sale price is dependent upon who the customer is. For example, a customer may have to pay more if the seller determines that he or she is willing and/or able to. Another example would be the practice of discounting for youths, students, or senior citizens.
  14. 14. Staffing Because patronage at a retail outlet varies flexibility in scheduling is desirable. Employee scheduling software is sold which, using known patterns of customer patronage, more or less reliably predicts the need for staffing for various functions at times of the year, day of the month or week, and time of day. Usually needs vary widely. Conforming staff utilization to staffing needs requires a flexible workforce which is available when needed but does not have to be paid when they are not, part-time workers; as of 2012 70% of retail workers in the United States were part-time. This may result in financial problems for the workers, who while they are required to be available at all times if their work hours are to be maximized, may not have sufficient income to meet their family and other obligations. 14 Transfer mechanisms There are several ways in which consumers can receive goods from a retailer: Counter service, where goods are out of reach of buyers and must be obtained from the seller. This type of retail is common for small expensive items (e.g. jewelry) and controlled items like medicine and liquor. It was common before the 1900s in the United States and is more common in certain countries like India. Delivery, where goods are shipped directly to consumer's homes or workplaces. Mail order from a printed catalogue was invented in 1744 and was common in the late 19th and early 20th centuries. Ordering by telephone was common in the 20th century, either from a catalog, newspaper, television advertisement or a local restaurant menu, for immediate service (especially for pizza delivery), remaining in common use for food orders. Internet shopping - a form of delivery - has eclipsed phone-ordering, and, in several sectors - such as books and music - all other forms of buying. Direct marketing, including telemarketing and television shopping channels, are also used to generate telephone orders. Started gaining significant market share in developed countries in the 2000s. Door-to-door sales, where the salesperson sometimes travels with the goods for sale. Self-service, where goods may be handled and examined prior to purchase.
  15. 15. Digital delivery or Download, where intangible goods, such as music, film, and electronic books and subscriptions to magazines, are delivered directly to the consumer in the form of informa t ion transmitted either over wires or air-waves, and is reconstituted by a device which the consumer controls (such as an MP3 player; see digital rights management). The digital sale of models for 3D printing also fits here, as do the media leasing types of services, such as streaming. Second-hand retail Some shops sell second-hand goods. In the case of a nonprofit shop, the public donates goods to the shop to be sold. In give-away shops goods can be taken for free. Another form is the pawnshop, in which goods are sold that were used as collateral for loans. There are also "consignment" shops, which are where a person can place an item in a store and if it sells, the person gives the shop owner a percentage of the sale price. The advantage of selling an item this way is that the established shop gives the item exposure to more potential buyers. 15 Challenges To achieve and maintain a foothold in an existing market, a prospective retail establishment must overcome the following hurdles: Regulatory barriers including  Restrictions on real estate purchases, especially as imposed by local governme nts and against "big-box" chain retailers;  Restrictions on foreign investment in retailers, in terms of both absolute amount of financing provided and percentage share of voting stock (e.g., common stock) purchased;  Unfavourable taxation structures, especially those designed to penalize or keep out "big box" retailers (see "Regulatory" above);  Absence of developed supply chain and integrated IT management;
  16. 16.  High competitiveness among existing market participants and resulting low profit margins, caused in part by Constant advances in product design resulting in constant threat of product obsolescence and price declines for existing inventory;  Lack of properly educated and/or trained work force, often including manageme nt, caused in part by Lack of educational infrastructure enabling prospective market entrants to respond to the above challenges. 16 Sales techniques Behind the scenes at retail, there is another factor at work. Corporations and independent store owners alike are always trying to get the edge on their competitors. One way to do this is to hire a merchandising solutions company to design custom store displays that will attract more customers in a certain demographic. The nation's largest retailers spend millions every year on in-store marketing programs that correspond to seasonal and promotional changes. As products change, so will a retail landscape. Retailers can also use facing techniques to create the look of a perfectly stocked store, even when it is not. A destination store is one that customers will initiate a trip specifically to visit, sometimes over a large area. These stores are often used to "anchor" a shopping mall or plaza, generating foot traffic, which is capitalized upon by smaller retailers. Customer service Customer service is the "sum of acts and elements that allow consumers to receive what they need or desire from your retail establishment." It is important for a sales associate to greet the customer and make himself available to help the customer find whatever he needs. When a customer enters the store, it is important that the sales associate does everything in his power to make the customer feel welcomed, important, and make sure he leaves the store satisfied. Giving the customer full, undivided attention and helping him find what he is looking for will contribute to the customer's satisfaction.[4] For retail store owners, it is extremely important to train yourself and your staff to provide excellent customer service skills. By providing excellent customer service, you build a
  17. 17. good relationship with the customer and eventually will attract more new customers and turn them into regular customers. Looking at long term perspectives, excellent customer skills give your retail business a good ongoing reputation and competitive advantage. 17 Statistics for national retail sales  United States The United States retail sector features the largest number of large, lucrat ive retailers in the world. A 2012 Deloitte report published in STORES magazine indicated that of the world's top 250 largest retailers by retail sales revenue in fiscal year 2010, 32% of those retailers were based in the United States, and those 32% accounted for 41% of the total retail sales revenue of the top 250.[6] U.S. Monthly Retail Sales, 1992–2010 Since 1951, the U.S. Census Bureau has published the Retail Sales report every month. It is a measure of consumer spending, an important indicator of the US GDP. Retail firms provide data on the dollar value of their retail sales and inventories. A sample of 12,000 firms is included in the final survey and 5,000 in the advanced one. The advanced estimated data is based on a subsample from the US CB complete retail & food services sample.  CE region In 2011 the grocery market in six Central European [disambiguation needed] (CE) countries was worth nearly €107bn, 2.8% more than the previous year when expressed in local currencies. The increase was generated foremost by the discount stores and supermarket segments, and was driven by the skyrocketing prices of foodstuffs. This information is based on the latest PMR report entitled Grocery retail in Central Europe 2012[8]  Consolidation Among retailers and retails chains a lot of consolidation has appeared over the last couple of decades. Between 1988 and 2010, worldwide 40,788 mergers &
  18. 18. acquisitions with a total known value of 2.255 trillion USD have been announced . [9] The largest transactions with involvement of retailers in/from the United States have been: the acquisition of Albertson's Inc. for 17 bill. USD in 2006, [10] the merger between Federated Department Stores Inc. with May Department Stores valued at 16.5 bill. USD in 2005[11] - now Macy's, and the merger between Kmart Holding Corp and Sears Roebuck & Co with a value of 10.9 bill... 18
  19. 19. 19 2. COMPANY ANALYSIS
  20. 20. 20 HISTORY Big Bazaar was introduced by the Future Group in September 2001 with the opening of its first four stores in Kolkata, Indore, Bengaluru and Hyderabad within a period of 22 days. Started by Kishore Biyani, Big Bazaar was launched mainly as a fashion format selling apparel, cosmetics, accessories and general merchandise. Over the years, the retail chain has included in its portfolio a wide range of products and services, ranging from grocery to electronics. The current retail formats of the Future Group include Big Bazaar, Food Bazaar, Electronic Bazaar and Furniture Bazaar. According to Kishore Biyani, the inspiration behind this entire retail format was from Saravana Stores, a local store in T. Nagar, Chennai. Big Bazaar is popularly known as the ‘Indian Walmart’ today. In the second year of operations, Big Bazaar tied up with Indian banking giant ICICI Bank and launched the Big Bazaar ICICI Bank Card. In the same year, the first Food Bazaar store was also launched at High Street Phoenix mall in Mumbai, marking the retailer’s entry into dedicated food retail. In 2003, Big Bazaar made its foray into small towns and cities. The first store in this category was launched that year in Nagpur. The franchise also welcomed its 10 millionth customer at its new store in Gurgaon in the same year. Over the next two years, Big Bazaar consolidated its position in the Indian retail landscape. This phase of growth included the setting up of the Mumbai store in Lower Parel, which registered a record Rs 10 million turnover in a single day on Diwali-eve in 2004. In 2005, the first Big Bazaar Exchange Offer was launched, which has quickly gained popularity among customers. In 2006, further changes in loyalty marketing took place with the launch of the housewife-centr ic credit card, Shakti. Jewellery store ‘Navaras’ was also launched that year within Big Bazaar stores which became the first store-in-store concept to be launched by the brand. Another dedicated retail format launched in 2006 is Furniture Bazaar.In 2007, Big Bazaar partnered with a shopping portal Futurebazaar.com and expanded its retail footprint to 50 stores.
  21. 21. The following year, 2008, witnessed by far the fastest growth in terms of retail expansion for Big Bazaar, with the launch of the 101st store. Joining the league of India’s Super brands and voted among the top ten service brands in the country by the Pitch-IMRB international survey, Big Bazaar became much more than a household name. The year also saw the launch of the Monthly Bachat Bazaar (Monthly Budget Market) campaign, which provided significantly low prices and gave discounts on bulk purchases in the first week of the month. Over the next two years, Big Bazaar carved its own niche in modern retail and became the largest brand in the hypermarket format. Capturing one-third of the food and grocery market in modern retail, celebrity endorsements and tie-ups with other brands allowed it to enhance its retail footprint. In 2009, Big Bazaar won the CNBC Awaaz Consumer Awards for the third consecutive year. It was adjudged the Most Preferred Multi Brand Food & Beverage Chain, Most Preferred Multi Brand Retail Outlet and Most Preferred Multi Brand One Stop Shop. ABOUT THE COMPANY: 21 MARKET SHARE IN RETAIL INDUSTRY
  22. 22. 22 Various formats and store concept Most Big Bazaar outlets are multi- levelled stores and are located in stand-alone buildings in city centres as well as within shopping malls. These stores have more than 2,00,000 Stock Keeping Units (SKU) in a wide range of categories, led primarily by fashion and food products. The retail space of these stores in the metros range between 50,000 and 1,60,000 sq. ft. Since its launch in 2001 in metro cities like Kolkata, Bengaluru and Hyderabad, Big Bazaar is the largest Hypermarket chain with presence in 90 cities and towns across the country. CSR activities As a part of Future Group, Big Bazaar is involved in various social activities that include green initiatives for the community, blood donation camps, Diwali celebrations with orphanages, visits to orphanages and other NGOs helping underprivileged children. These activities usually involve all members of the management as well as staff of Big Bazaar.  In September 2011, Future Group signed a strategic partnership with the Himachal Pradesh Government to directly source, market and promote the state’s products and services through its Big Bazaar stores under the brand ‘Himachal’. The aim of this partnership is to aid the development of various ‘source-to-market’ initiat i ves to enhance livelihoods for more than 25,000 families in the state.  Big Bazaar created a platform called Yatra to provide women of self-help groups across various towns and regions of Maharashtra and Gujarat the opportunity to market their wide assortment of indigenous food and non-food products. As part of the programme, women from over 30 regional self-help groups were invited, encouraged and helped to set up stalls to exhibit their products at Big Bazaar stores.  Big Bazaar Mysore started offering a free wholesome meal to all its customers, who in return contribute ‘Shraddha Anussar’ for a community cause. In other words, the
  23. 23. customers donate any amount for the meal which would be used for a local, regional or topical cause. 23 Schemes and innovations The introduction of ‘Sabse Sasta Din’ (Cheapest Day) in the year 2005 was a turning point for the Big Bazaar franchise. As part of this effort, the Republic Day holiday was used to ensure that consumers visited Big Bazaar outlets across the country in large numbers to get required household items at cheaper rates. Taking cue from this highly successful concept, another initiative was introduced, named the ‘Purana do aur naya lo’ (give old and get new) scheme. In this scheme, consumers were asked to bring and sell old clothes, utensils and other household items in exchange of discount coupons. The concept proved to be a success yet again as people from across the country responded spontaneously, in spite of the different preconditions associated with it. The franchise further inaugurated the concept of ‘Hafte ka sabse sasta din’ (Cheapest Day of the Week), wherein Wednesday was designated to be the day when special discounts were offered to consumers during a week. Wednesday Bazaar The concept of Wednesday Bazaar was promoted as ‘Hafte Ka Sabse Sasta Din’ (Cheapest Day of the Week). Initiated in January 2007, the idea behind this scheme was to draw customers to stores on Wednesdays, the day when consumer presence is usually less. According to the chain, the aim of the concept was ‘to give homemakers the power to save the most. Big Bazaar introduced ‘Sabse Sasta Din’ (Cheapest Day) with the intention of attaining a sales figure of Rs 26 crore in a single day. The concept became such a hit that the time period for the offer had to be increased from one day to three days in 2009 (January 24 to 26) and to five days in 2011 (January 22 to 26).
  24. 24. 24 Maha Bachat The concept of ‘Maha Bachat’ (Mega Saving) was introduced in the year 2006 as a single day campaign with attractive promotional offers across the company outlets. Over the years, the concept has grown to become a six-day biannual campaign. During this campaign, attractive offers are given in all the value formats including Big Bazaar, Food Bazaar, Electronic Bazaar and Furniture Bazaar. Introduced on February 12, 2009, ‘The Great Exchange Offer’ allows customers to exchange their old goods for Big Bazaar coupons. The coupons can be redeemed later for buying brand new goods from Big Bazaar outlets across the nation.
  25. 25. 25 VISION  To deliver everything, everywhere, every time to every Indian customer in the most possible manner.  One of the core value of future group is Indian ness and is cooperate credo is rewrite rules –retain value. MISSION  We Share the vision and belief that our customer and stakeholder shall be served only by creating and executing future scenario in the consumption space leading to economic development.  We will be the trendsetter in evolving delivery formats creating retail making consumption affordable for all customer segment –for classes and masses.  We shall infuse Indian brands with confidence and renewed ambition.  We shall be efficient and, cost conscious and committed to quality in whatever we do.  We shall ensure that out positive attitude, sincerity, humility and united determination shall be the driving force to make us successful. CORE VALUES  Indianans confidence in ourselves.  Leadership: to be a leader, both in thought and business.  Introspection: leading to purposeful thinking.  Openness: to be open and receptive to new ideas, knowledge and information.  Valuing and nurturing relationships to build long term relationships.  Simplicity & positivity: simplicity and positivity in our thought business and work.  Adaptability: to be flexible and adaptable, to meet new challenges  Flow: to respect and understood the universal laws of nature.
  26. 26. 26 ORGANISATIONAL HEIRARCHY AREA MANAGER HEAD STORE MANAGER ASSISTANT STORE MANAGER FLOOR MANAGER ACCOUNT MANAGER ROLE OF AREA MANAGER Area Managers are too valuable to be thrown in at the deep end. They need the best initial training possible. This is the ideal ‘covering the very basics’ workshop. The focus is on the Area Manager Function, the tasks required of the job and the qualities required to ‘lead’ rather than just ‘manage’. Thinking ahead, analyzing the current situation, and formulating a written business development strategy is an essential starting point for all newly appointed Area Managers. On completion of this workshop your area managers will have started formulating a strategic development plan for their areas and discussed methods of communicating the plan to all managers within their areas of responsibility.
  27. 27. 27 ROLE OF HEAD STORE MANAGER HEAD Store managers can be found in all shops as they are the main cog in its running. They are employed to ensure that the day-to-day operation of the shop is efficient and effective, with the main aim of bringing in the maximum profit possible. They are responsible for all employees within the store and are present to ensure the shop runs without hitch. Every shop needs a store manager, making it a very versatile job that is widely in demand. The retail sector employs around 11% of the UK’s total workforce, so there are many opportunit ies available in this field ASSISTANT STORE MANAGER Trains store staff by reviewing and revising orientation to products and sales training materia ls; delivering training sessions; reviewing staff job results and learning needs with retail store manager; developing and implementing new product training.  Evaluates competition by visiting competing stores; gathering information such as style, quality, and prices of competitive merchandise.  Purchases inventory by researching emerging products; anticipating buyer interest; negotiating volume price breaks; placing and expediting orders; verifying receipt.  Attracts customers by originating display ideas; following display suggestions or schedules; constructing or assembling prefabricated display properties; producing merchandise displays in windows and showcases, and on sales floor.  Promotes sales by demonstrating merchandise and products to customers.  Helps customers by providing information; answering questions; obtaining merchandise requested; completing payment transactions; preparing merchandise for delivery.  Prepares sales and customer relations reports by analyzing and categorizing sales information; identifying and investigating customer complaints and service suggestions.
  28. 28. 28 FLOOR MANAGER Retail Floor Manager Jobs have a responsibility for the day-to-day management of a department or store in accordance with overall company policy. The main focus of any Retail floor manager jobs is to improve the commercial performance of the store by increasing its turnover and maximizing profitability. Achieving performance objectives will require action in one of the main areas of retail activity: store operations; human resources; finance; buying; customer care; marketing; logistics; information technology; and administration. Major parts of the retail floor manager jobs on a day-to-day basis include managing staff, finding new ways to improve sales, and meeting customer demand. ACCOUNT MANAGER An account manager is a person who works for a company and is responsible for the manageme nt of sales, and relationship with particular customers. The account manager does not manage the daily running of the account itself. They manage the relationship with the client of the account(s) they are assigned to. Generally, a client will remain with one account manager throughout the duration of hiring the company. Account managers serve as the interface between the customer service and the sales team in a company. They are assigned a company's existing client accounts. The purpose of being assigned particular clients is to create long term relationships with the portfolio of assigned clients. The account manager serves to understand the customer's demands, plan how to meet these demands, and generate sales for the company as a result.
  29. 29. 29 SWOT ANALYSIS Strengths: 1. Big Bazaar is one of the largest retail hypermarket in India with 214 stores (as on June12’) located all over India. 2. It is owned by Future group, which owns other retail brands like Central Hypermarket, Brand Factory, Pantaloons, eZONE, Hometown, futurebazaar.com. 3. It offers a wide range of product category like fashion and apparel, food products, leisure & entertainment section general merchandise, furniture, electronics, books, fast food. 4. The customers enjoy better shopping experience and discount offers. 5. Big bazaar brings lot of innovation in retail shopping sector by bringing attractive promotional programs. (Wednesday Bazaar, Sabse Sasta Din, Maha Bachat, The Great Exchange Offer). 6. Its economy pricing model attracts Indian customers to large extent BIG BAZAR. Weakness: 1. Customers face delays in billing services during offer seasons. 2. Big bazaar doesn’t have wide range of branded products. 3. The customers perceive its products to have low quality due to its economy pricing strategy like Walmart. 4. Most of the products are sold under its own private labels. 5. There were recent controversies with Big Bazaar for holding expired and adulterated stocks. 6. Offers are given only for selected brands.
  30. 30. 30 Opportunity: 1. There are lot of opportunities available for expansion to rural and semi-urban markets 2. The volume of organized retailing in India is only 5-7% and players like Big Bazaar have lot of scope to fill the gaps 3. The increase in disposable income of Indian middle class families and the increase in earning youth population have increased the buying potential 4. The consumers are looking for purchasing products in malls and supermarkets 5. People prefer to shop all products in one roof and the consumers shopping experiences have changed to new dimensions 6. Big Bazaar has partnered with several other players in India and across the world for joint ventures. Threats: 1. Availability of space to set up large infrastructure is difficult 2. The government policies keep changing and the foreign players entering into retail segment may cause threats 3. There are other existing players like Sponsors, Aditya Birla’s More, Reliance, Tata, Heritage etc 4. Training staff members and retailing is big challenge for human resources department 5. The economic slowdown has resulted in job cuts which reduces buying power.
  31. 31. 31 3. DISCUSSION ON TRAINING
  32. 32. 32 Roles and responsibilities:  To know the perception of customer and their satisfaction level in home fashion.  Collect data regarding different product of home fashion.  Attending the customer on mahabachat offer day and providing different services.  Like gift wrapping, home delivery and special offer.  Providing services at customer seva desk.  Interact with customer regarding awareness of advertisement in local newspaper.  Sell profitclub cards to customers. .
  33. 33. 33 4. ANALYSIS OF RESEARCH UNDER TAKEN
  34. 34. 34 INTRODUCTION: Marketing is the moving and exciting activity in everybody activities. The sellers, distributors, advertising agencies, consultants, transporters, financers, store agencies and every one as a counter are part of the marketing system. Any exchange process be it consumer, goods, intermediar y goods, services of ideas, comes under the preview of marketing. It is very often regarded that the development of markets and marketing is synonymous with the economic development of account. Through marketing is an action discipline. In the ever-growing corporate world, marketing is being regarded as a crucial element for the success of an Enterprise. The marketing discipline is undergoing fresh re appraisal in the light of the vast global, technological, economic and social challenges facing today’s companies and countries. Marketing at its best is about value creation and raising the world’s living standards. Todays ‘winning companies are those who succeed most in satisfying, indeed delighting their target customers. As quoted by P.P.Drucker Marketing is so basic that it cannot be considered a separate function. It is whole business seen from the point of view of its final result, that is, from the customer’s point of view. Business success is not determined by the producer but by the customer ´Philip Kotler has therefore defined marketing as it is a social and managerial process by which individuals and groups obtain what they need and want through creating, offering and exchanging products of values with others´. Many Indian companies espouse a satisfied customer philosophy and describe marketing as customer-satisfaction engineering. Since the economy in this country has changed from a primary condition of scarcity to gradual and steady stage of affluence, largely giving consumers the opportunity to choose among many varied alternatives, satisfaction has become a major concern of business. INTRODUTION TO CONSUMER BEHAVIOR: One thing that we have in common is that we all are consumers. In fact everybody in this world is a consumer. Every day of our life we are buying and consuming an incredible variety of goods and services.
  35. 35. However, we all have different tastes, likes, dislikes, and adopt different behaviour patterns while making purchase decisions. The term consumer behaviour refers to the behaviour that consumers displaying searching for purchasing using evaluation and disposing in searching for purchasing using evaluating and disposing of products and services that they exact will satisfy o how individuals make decisions to send their available resources (time, money and effort) on consumption related items. It includes the study of What they buy´, ´Why they buy´, When they buy it´, Where they buy it´, how often they buy it´ and how often they use. 35 DEFINITIONS: Consumer Behaviour (or Buyer Behaviour) is broadly defined by various scholars & researchers as: 1. It’s the behaviour displayed by the consumers during the acquisition, consumption and disposition of products, services, time and ideas by decision making units. 2. It is the body of knowledge which studies various aspects of purchase and consumption of products and services by individuals with various social and psychological variables at play. 3. The behaviour that the consumers display in searching for, purchasing, using, evaluating and disposing of products and services that they expect will satisfy their needs. 4. The process and activities people engage in when searching for, selecting, purchasing, using, evaluating, and disposing of products and services so as to satisfy their needs and desires. 5. The activities directly involved in obtaining, consuming, and disposing of products and services, including the decision processes that precede and follow these actions. 6. The American Marketing Association (AMA) defines consumer behaviour as The dynamic interaction of cognition, behaviour & environmental events by which human beings conduct the exchange aspect of their lives. Consumer behaviour is helpful in understanding the purchase Behaviour and preferences of different consumers. As consumers, we differ in terms of sex age, education, occupation, income, Family setup, religion, nationality and social status. Because of this different background factors, have different needs and we have only buy those products and services, which we think, will satisfy our needs.
  36. 36. 36 A MODEL OF CONSUMER BEHAVIOUR: A consumer decisions to purchase a particular product of service is the result of complex interplay of a number of variables. The starting point of the decision process is provided by the company’s marketing stimuli in the shape of product, promotion, price and distribution strategy. Consumer often purchase new products that are associated with a favourable viewed brand name. The term consumer behaviour refers to the behaviour that consumer displaying searching for purchasing, using, evaluating and disposing of products and services that they expect will satisfy these needs. The study of consumer behaviour in the study of how individuals make decisions to spend their available resources (time, money, effort) on consumption related items. It includes the study of what they buy´, why they buy´, when they buy´, where they buy’, how often they buy´ and how they use´ MODEL OF CONSUMER BEHAVIOUR Consumer Characteristics Consumer Decision Process Culture Social Personal Psychological Problem recognition Information Search Evaluation Decision Post Purchase Behaviour. Consumer Decision Product Choice Brand Choice Dealer Choice Purchasing Timing Purchasing Amount Marketing Stimuli Other stimuli Product Price Place Promotion Economic Technological Political Cultural
  37. 37. 37 NEED FOR THE STUDY: Consumer behavior plays a major role for the growth of the company in the modern market scenario. The basic idea of this study is to find the consumer behavior towards Big Bazaar. The needs have to be recognized and necessary steps have to be taken to make the changes. India is growing rapidly and changes are dynamic. People are changing, the preference and the demand is changing. The market also has to change accordingly. The purpose of consumer behavior is not only for retaining the customers but also attracting new customers and increasing the sales also creating and maintenance of brand awareness. In this competitive market the level of consumer satisfaction decides the success of any product and any company. The night consumers have to be targeted and the right strategy should be implemented at the right time. This will give the desired results. OBJECTIVES OF THE STUDY: The main objective is to determine the current consumer behavior levels of the customers with regards to Big Bazaar.  To study and analyze consumer shopping behavior towards Big Bazaar.  To assess the behavior level of different type of customers shopping at Big Bazaar.  To identify what type of strategies are suitable for the company to reach the targeted customers.  To find out the factors which influence the consumption of the products in Big Bazaar.  To identify effective advertising sources which are influencing customer purchasing behavior at Big Bazaar.
  38. 38. 38 RESEARCH METHODOLOGY The survey technique is intended to secure one or more items of information from a sample of respondents who are representatives of a larger group. The information is recorded on a form known as questionnaire. As data are gathered by asking questions from persons who are believed to have desired information, the method is known as questionnaire technique. REASONS FOR WIDE USE OF THIS METHOD:  It can secure both quantitative and qualitative information directly from the respondents.  It is the only method of directly measuring attitudes and motivations.  It is quite flexible in terms of the types of data to be assembled, the method of collection or the timing of research. Meaning of Research According to D. Slessinger and M. Stephenson in the Encyclopedia of social sciences define research as the manipulation of things, concepts or symbols for the purpose of generalizing to extend, correct or verify knowledge, whether that knowledge aids in construction of theory or in the practice of art´. TYPES OF RESEARCH 1. Exploratory Research, 2. Descriptive Research, Exploratory Research: Exploratory research studies are also termed as formulate research studies. The main purpose of such studies in that of formulating a problem for more precise investigation or of developing the working hypothesis forms an operational point of view. Descriptive Research: Diagnostic Research studies determine the frequency with something occurs or its association with something else. In this project, information pertaining to customer needs satisfaction and their demographic profile was collected; hence it is a descriptive research.
  39. 39. 1) Primary data: Meaning: Primary sources of data are the data which needs the personal efforts of collect it and which are not readily available. Primary source of data are the other type of source through which the data was collected. Following are few ways in the data was collected: 1. Questionnaires: It is the set of questions on a sheet of paper was being given to fill it, bases on which the data was interpreted. 2. Direct interviewing: Direct interviewing involved the process where I asked the questions directly to the customers and I got the feedback. 2) Secondary data: Secondary sources are the other important sources through which the data was collected. These are the readily available sources of the data where one had need not put much effort to collected, because it is already been collected and part in an elderly manner by some researcher, experts and special. The secondary sources helpful for the study were 1) Text books like marketing management research methodology Advertisement and sales promotion etc. 2) Internet was made use for the collection of the data 3) Newspapers were also referred. 4) Business magazines were referred. 3) Sample size: By using judgment random sampling technique 100 respondents are selected for the purpose of the study. 4) Period of study: The study is undertaken in the duration of 30days. 5) Research approach: The survey method was adopted for collected the primary data. Survey research is systematic gathering of data from respondent through questionnaire. 6) Research instrument: The data for this research study was collected by survey technic using interview method guided by questionnaire. 7) Collection of Data: Questionnaire and personal interviews are the methods that I have used for collecting the data. 39
  40. 40. 40 SCOPE OF THE STUDY My scope is limitation to one Branch (RAJAJI NAGAR). The scope of the study is to identify the consumer behavior towards Big Bazaar. It is aimed at enlightening the company about differe nt steps to be taken up to increase the share of Big Bazaar with regard other competitors and also to make the company to provide better customer services. The scope of the study is only confined to the area covered under Bangalore and only confined in studying about the consumer behavior towards Big Bazaar. LIMITATIONS:  Time has been a major constraint throughout the study as it has been only for duration of 1 months.  As this survey was restricted to Bangalore this cannot be stated as an in depth research on this subject.  Enough care is taken in formulating the questionnaire, still some errors may creep in.  The consumer behavior varies according to different products.  Quality verses price was not taken into the consideration. The project is based on the interview methodology by a sutured questionnaire and the personal skills of the person undertaking the project affect the results.
  41. 41. 41 ANALYSIS AND INTERPRETATION Q1) Respondents in Gender? Table no1 – Number of Respondents in Gender Gender No of Customers Percentage Male 77 77% Female 23 23% Sample size: 100 ANALYSIS The above table shows 77% of the respondents are male, 23% of the respondents are female Chart No 1 - Showing Respondents in Gender 90 80 70 60 50 40 30 20 10 0 Sample size: 100 77 23 Genders Male Female INTERPRETATION From the above graph we can interpret that majority of the respondents are male and other are female
  42. 42. 42 Q2) Age groups? Table No – 2 Customers Age groups Less than 25 30 30% 25-35 48 48% 35-45 17 17% 46-55 3 3% 56 and above 2 2% Sample size: 100 Age Groups No of customers Percentage ANALYSIS The above table shows 30% of customers are age group of less than 25 & 48% are age group of 25-35 & 17% are age group of 35-45 & 3% are age group of 46-55 and 2% of them are age group of 56 and above Chart No – 2 Showing Customer Age groups Sample size: 100 No of Customers 30% 3% 2% 48% 17% less than 25 25-35 36-45 46-55 56 and above INTERPRETATION From the above graph we can interpret that majority of the respondents are age group of 25-35 from this we can say that large of visitors to Big Bazaar are age group of 25-35 and 30% of visitors are age group less than 25. Hence company should concentrating on attracting customers of age group from less than 35
  43. 43. 43 Q3) Marital Status? Table No3 – Respondents Marital Status Marital Status No of Customers Percentage Married 60 60% Un married 40 40% Sample size: 100 ANALYSIS The above table shows 60% customers are married and 40% of customers are unmarried Chart No3 – Showing Respondents Marital Status Sample size: 100 Marital Status 60% 40% Married Unmarried INTERPRETATION From the above graph we can interpret that 60% of the respondents are married and reaming 40% respondents are unmarried as we conclude majority of customers are married then unmarried. Hence the company should focus more on married people
  44. 44. 44 Q4) Income per month? Table No4 – Respondents Income Level per month Income per month No of Customers Percentage Less than 10000 20 20% 10000-20000 26 26% 20000-30000 25 25% 30000-40000 16 16% 40000-50000 5 5% 50000 and above 8 8% Sample size: 100 Analysis Above Table shows 20% of customers belong to income level of less than 10000 per month & 26% of customers belong to 20000-30000 income per month & 25% of customers belong to 30000- 40000 income per month & 5% of customers belong to income per month of 40000-50000 per month and reaming 8% of customers belong to 50000 and above Chart No4 – Showing Respondents Income Level per month 30 25 20 15 10 5 0 Sample size: 100 20% 26% Income per Month 25% 16% 5% 8% INTERPRETATION From the above graph we can interpret that majority of respondents belong to income level of 10000-20000 per month & 20% belong to less than 10000. Hence we conclude the company should focus on targeting customers belong to income level of less than 30000
  45. 45. 45 Q5) How frequently do you visit Big Bazaar? Table No5 – Respondents frequently visiting Big Bazaar Frequent visit No of Customers Percentage Twice in a week 13 13% Once in a week 30 30% Once in 15days 20 20% Once in month 18 18% As and when required 25 25% Sample size: 100 Analysis Above Table shows that 13% of respondent visit twice in a week & 30% of respondents visit once in a week & 20% visit once in 15days & 18% of respondents visit once in month and remaining 25% of respondents visit as and when required Chart No5 –Showing Respondents frequently visiting Big Bazaar Sample size: 100 Visitors to Bigbazaar 13% 30% 20% 18% 25% Twice in a week Once in a week Once in 15 days Once in Month As and when required INTERPRETATION Above Graph shows that majority of customers visit once in a week & 25% visit as and when required & 20% visit once in 15days, we conclude that majority of customers visit as and when required and once in a week. Hence company should increase visitors by providing more promotion offers and create awareness about the offers to customers
  46. 46. 46 Q6) What is the main purpose of Purchase? Table No6 – Respondents main purpose of Purchase at Big Bazaar Purpose of Purchase No of Customers Percentage Personal usage 55 44% To Gift 16 13% Regular home Usage 50 39% Events and Celebrations 5 4% Sample size: 100 Analysis Above Table shows that 44% respondents purchase for personal usage & 13% to gift & 39% purchase for regular home usage and remaining 4% purchase for events and celebrations Chart No6 – Showing Main purpose of Purchase at Big Bazaar Sample size: 100 50 40 30 20 10 0 Purpose of purchase 13% percentage 44% 39% 4% Personal Usage To Gift Regular home usage Events and Celebrations INTERPRETATION From the above Graph we can see that 44% of the respondents purchase for personal usage & 39% purchase for regular home usage and remaining to gift & events and celebrations, we conclude majority of customer purchase for personal and home usage.
  47. 47. 47 Q7) Which type of products do you Purchase more in Big Bazaar? Table No7 – Types of products Purchased by Respondents in Big Bazaar Types of Products No of Customers Percentage Process food and staples 40 21% Clothing/Fashion 60 32% Home fashion 20 11% Vegetables and fruits 42 23% Electronics 19 10% Utensils and Crockery 6 3% Sample size: 100 ANALYSIS The above table shows that 21% of respondents purchase process food and staples & 32% purchase clothing/fashion & 11% purchase home fashion & 23% purchase vegetables and fruits & 10% purchase electronics and remaining 3% purchase utensils and crockery Chart No7 – Showing Types of products Purchased by Respondents in Big Bazaar Sample size: 100 Products Purchased more 21% 32% 10% 11% 23% 3% Process food and Staples Clothing/Fashion Home Fashion Vegatables and Fruits Electronics Utensils and Crockery INTERPRETATION From the above Graph we can see that majority 32% of customers purchase clothing/ Fashion & 21%-23% of customers purchase process food, staples, vegetables and fruits and remaining purchase home fashion, electronics, utensils and crockery
  48. 48. 48 Q8) What is the reasons behind Purchase in Big Bazaar? Table No8 – Respondents reasons behind Purchase in Big Bazaar Reasons of Purchase No of Customers Percentage Satisfaction of Products 16 11% Reasonable price 39 27% More and good Offers 65 46% Extra facilities provided by Big Bazaar 23 11% Sample size: 100 ANALYSIS The above table shows that 11% of respondents say they purchase because of satisfaction of products & 27% because of reasonable price & 46% for more and good offers and remaining 11% purchase because of extra facilities Chart No8 – Showing Reasons behind Purchase in Big Bazaar Sample size: 100 Reasons behind Purchase 11% 27% 46% 16% 0 10 20 30 40 50 Extra Facilities More and good Offers Reasonable Price Satisfaction of Products INTERPRETATION From the above Graph we can see that majority of the respondents purchase because of more and good offers & 27% purchase because of reasonable price and remaining purchase because of extra facilities and satisfaction of products
  49. 49. 49 Q9) How often do you ask for Assistance from staff while purchase? Table No9 – Respondents asking Assistance from staff while purchase Assistance from staff No of Customers Percentage Almost always 9 9% Frequently 25 25% Sometimes 54 54% Never 12 12% Sample size: 100 ANALYSIS The above table shows that 9% of customers take assistance from staff almost always & 25% take frequently & 54% of customers take assistance some times and remaining 12% never Chart No9 – Showing Customers Assistance from staff while purchase Sample size: 100 60 50 40 30 20 10 0 ASSISTANCE FROM STAFF 9% 25% 54% 12% Almost Always Frequently Sometimes Never INTERPRETATION From the above Graph we decide that 9% of the customers take assistance from staff always & where as 25% take help frequently & 54% have taken assistance sometimes and 12% will not depend on others. From the collected data, we can say that the minority of customers take assistance from the store staff sometimes
  50. 50. 50 Q10) How do you feel the pricing of products in Big Bazaar? Table No10 – Respondents perception towards the pricing of products in Big Bazaar Pricing of Big Bazaar No of Customers Percentage Expensive 5 5% Competitive 16 16% Affordable 38 38% Reasonable 41 41% Sample size: 100 ANALYSIS The above table shows that 5% of respondents said they feel prices are expensive & 16% said as competitive & 38% as affordable and remaining 41% as reasonable Chart No10 – Showing Customer Perception towards the pricing of products in Big Bazaar Sample size: 100 Pricing of Bigbazaar 5% 16% 38% 41% Expensive Competitive Affordable Reasonable INTERPRETATION From the above Graph we can see that majority of customers feel prices as reasonable & 38% as affordable and remaining as competitive and expensive. Hence we conclude majority of customers have good perception toward the pricing of the products
  51. 51. 51 Q11) Why do you prefer to shop in Big Bazaar? Table No11 – Respondents preference to shop in Big Bazaar Prefer to shop No of Customers Percentage Availability of adequate stock 7 5% Convenience of location and timing 11 8% Offers and discounts 69 49% Variety of products 54 38% Sample size: 100 ANALYSIS The above table shows that 5% of respondents prefer to shop because of availability of adequate stock & 8% shop because of convenience of location and timing & 49% for offers and discounts and remaining 38% shop for variety of products Chart No11 – Showing Customer preference to shop in Big Bazaar 60 50 40 30 20 10 0 Sample size: 100 5% 8% Prefer to shop 49% 38% PERCENTAGE Availability of adequate stock Convenience of location and timing Offers and discounts Variety of products INTERPRETATION From the above Graph we can see that 49%-38% customers prefer to shop because of offers, discounts & variety of products and remaining 5%-8% shop because of availability of adequate stock and convenience of location & timing. Hence we conclude that Majority of customers prefer to shop because of offers & discounts and availability variety of products
  52. 52. 52 Q12) Which place you like the most for shopping in the City and why? Table No12 – Respondents most shopping place in City Shopping places No of Customers Percentage Big Bazaar 88 58% Star Bazaar 9 6% Reliance trend/fresh 11 8% Malls 15 9% Preferred Showrooms 30 19% Sample size: 100 ANALYSIS The above table shows that 58% of respondents shop at Big Bazaar & 6% shop at Star Bazaar & 8% at Reliance trend/fresh & 9% at Malls and remaining 19% at Preferred Showrooms Chart No12 – Showing Customers shopping place in City Sample size: 100 Places More shopped 58% 19% 6% 9% 8% Bigbazaar Starbazaar Reliance trends/Fresh Malls Preferred Showrooms INTERPRETATION From the above Graph we can see that 58% customers shop at big bazaar & 19% at preferred showrooms and remaining at malls, star bazaar and reliance trend/fresh. Hence we conclude that majority of customers preferred to shop at big bazaar and big bazaar is facing competition with showrooms
  53. 53. 53 Q13) Which of the facilities are you making use of in Big Bazaar? Table No13 – Respondents using facilities of Big Bazaar Facilities of Big Bazaar No of Customers Percentage Membership Card 20 15% Payback Card 76 58% Gift Vouchers 11 8% T24 Mobile currency offer 25 19% Sample size: 100 ANALYSIS The above table shows that 15% of respondents use membership card & 58% of payback card & 8% gift vouchers and remaining 19% of them use T24 mobile currency offer Chart No13 – Showing Customers using facilities of Big Bazaar Sample size: 100 Facilites Used from Bigbazaar 15% 19% 58% 8% Membership Card Payback Card Gifit Vouchers T24 Mobile Currency Offer INTERPRETATION From the above Graph we can see that 15% of customers are interested in membership card & whereas 8% are interested in gift vouchers & 19% are interested in T24 mobile currency but more than half are interested in payback card i.e. 58% by this we can say that most of the customers prefers to having payback card at Big Bazaar
  54. 54. 54 Q14) Which offer days do you prefer to shop in Big Bazaar? Table No14 – Respondents preferred days to shop in Big Bazaar Offers days No of Customers Percentage Wednesday 72 66% Maha Bachat 25 23% Exchange offer day 12 11% Sample size: 100 ANALYSIS The above table shows that 66% of respondents prefer to shop on Wednesday & 23% of them on Maha bachat and remaining 11% at Exchange offer days Chart No14 – Showing days preferred by Customer to shop in Big Bazaar 80 60 40 20 0 Sample size: 100 66% Days prefer to Shop 23% 11% WEDNESDAY MAHA BACHAT EXCHANGE OFFER DAY INTERPRETATION From the above Graph we can see that 66% of customers prefer to shop on Wednesday & 23% on Maha bachat and remaining 11% on Exchange offer day. Hence we conclude that majority of customer prefer to shop on Wednesday
  55. 55. 55 Q15) How is your Overall experience in Big Bazaar? Table No15 – Respondents Overall experience in Big Bazaar Experience in Big Bazaar No of Customers Percentage Excellent 43 43% Good 47 47% Average 6 6% Poor 4 4% Sample size: 100 ANALYSIS The above table shows that 43% of respondents say that overall experience in Big Bazaar is excellent & 47% of them said as good & 6% as average and remaining 4% as poor Chart No15 – Showing Customers Overall Experience in Big Bazaar Sample size: 100 OVERALL EXPERIENCE IN BIGBAZAAR Excellent 43% Good 47% Average 6% Poor 4% INTERPRETATION From the above Graph we decide that 43% of the customers overall experience in Big Bazaar is excellent & 47% of the customers overall experience is good & 6% as average and only 4% of customers overall experience is poor. Hence we decide that the overall customer satisfaction level is good
  56. 56. 56 Q16) Do you suggest any one to shop at Big Bazaar? If NO why? Table No16 – Respondents suggestion to other to shop at Big Bazaar Suggest to others to shop No of Customers Percentage Yes 96 96% No 4 4% Sample size: 100 ANALYSIS The above table shows that 96% of respondents will suggest to shop and 4% as No Chart No16 – Showing Customer Suggestion to shop in Big Bazaar 120 100 80 60 40 20 Sample size: 100 96% 4% 0 Suggest to shop Yes No INTERPRETATION From the above Graph we see that 96% of customers will suggest to shop at Big Bazaar and remaining 4% as No. Hence we conclude that majority number customer will suggest to shop
  57. 57. 57 Q17) How Big Bazaar Management can attract Customers? Table No17 – Respondents suggestions to attract Customers Suggestions No of Customers Percentage By maintaining quality products 17 12% Reasonable Prices on products 36 26% Giving more offers and discounts 76 56% By providing extra facilities 8 6% Sample size: 100 ANALYSIS The above table shows that 12% of respondent suggest Big Bazaar to maintain quality products & 26% of suggest to charge reasonable prices on products & 56% as to increase offers and discounts and remaining 6% to provide extra facilities Chart No17 – Showing Customers suggestions to attract Customers Sample size: 100 Suggestions to Attract Customers 12% 26% 56% 6% By maintaining quality products Reasonable Prices on products Giving more offers and discounts By providing extra facilities INTERPRETATION From the above Graph we see that 12% of customer suggest to maintain quality products & 26% to charge reasonable price and 56% to give more offers and discounts and remaining to provide extra facilities. Hence we conclude that Big Bazaar can attract customers by providing more offers and discounts
  58. 58. 58 Q18) How did you come to know about Big Bazaar? Table No18 – Respondents sources of Awareness about Big Bazaar Sources of Awareness No of Customers Percentage Advertisement 80 58% Colleague’s references 11 9% Friends 31 22% Relatives 16 11% Sample size: 100 ANALYSIS The above table shows that 58% of respondent said that they are aware of Big Bazaar by advertisement & 9% from colleague’s references & 22% from friends and 11% from relatives Chart No18 – Showing Customers sources of Awareness about Big Bazaar Sample size: 100 60% 50% 40% 30% 20% 10% 0% Known About Bigbazaar 58% 9% Advertisements Colleague's references 22% 11% Friends Relatives INTERPRETATION From the above Graph we see that 58% of customers come to know about Big Bazaar from advertisement & 9% from colleague’s reference & 22% from friends and remaining from relatives. Hence we conclude that advertisement is a effective source for Big Bazaar to reach customers
  59. 59. 59 Q19) Which sources of advertisements made you to purchase / attracted you to Big Bazaar? Table No19 – Advertisements attracted respondents towards Big Bazaar Advertisement sources No of Customers Percentage TV-ads 81 58% Newspapers 45 33% Radio 1 1% Internet popups 9 6% Prints 3 2% Sample size: 100 ANALYSIS The above table shows that 58% of respondents attracted to purchase at Big Bazaar because Of TV-ads & 33% because of Newspapers & 1% attracted by Radio & 6% by internet popups and remaining 2% by prints Chart No19 – Showing Sources of Advertisements attracted Customers towards Big Bazaar Advertisement made to purchase PRINTS INTERNET POPUPS RADIO NEWSPAPERS Sample size: 100 58% 33% 2% 6% 1% 0% 10% 20% 30% 40% 50% 60% 70% TV-ADS INTERPRETATION From the above Graph we see that majority of 58% of customers are attracted by Tv-ads & 33% with Newspapers and remaining with Radio, Internet popups and Prints. Hence we conclude that majority of customers are attracted by Tv-ads
  60. 60. 60 Q20) Which sources of adverting do you think that can reach easily to Customers? Table No20 – Sources of advertising that can reach easily to Customers Sources of Advertising No of Customers Percentage TV-ads 80 57% Newspapers 36 26% Internet 17 11% Mobile 9 6% Sample size: 100 ANALYSIS The above table shows that 57% responds said that TV-ads can reach them easily & 26% of them said Newspaper can reach customers easily & 11% by Internet and9% suggest Mobile Chart No20 – Showing sources of advertising that can reach easily to Customers Sample size: 100 Advertising to reach customers 11% 6% 26% 57% Tv-ads Newspapers Internet Mobile INTERPRETATION From the above Graph we see that majority of 57% suggested TV-ads can reach them easily & 26% said as Newspapers and remaining with Internet & Mobile. Hence we conclude that Big Bazaar should go through TV-ads and Newspaper
  61. 61. 61 Q21) Mention your satisfaction levels of following elements? Elements Highly satisfied Satisfied Dissatisfied None Location ( ) ( ) ( ) ( ) Operating time ( ) ( ) ( ) ( ) Cleanness of store ( ) ( ) ( ) ( ) Spacious shop floor ( ) ( ) ( ) ( ) Easy to locate any product ( ) ( ) ( ) ( ) Promotion Offers ( ) ( ) ( ) ( ) Prices of Products ( ) ( ) ( ) ( ) Flexibility in payments ( ) ( ) ( ) ( ) Services in customer Seva desk ( ) ( ) ( ) ( ) Table No21 – Respondents Satisfaction levels Elements Highly satisfied Satisfied Dissatisfied None Location 40 60 - - Operating time 32 67 1 - Cleanness of store 41 57 2 - Spacious shop floor 40 56 4 - Easy to locate any product 28 58 13 1 Promotion Offers 22 72 5 1 Prices of Products 22 75 2 1 Flexibility in payments 17 56 22 5 Services in Customer Seva desk 17 43 29 11 Sample size: 100
  62. 62. 62 Table No21.1 – Customer satisfaction levels for location Satisfaction level No of respondents Percentage Highly satisfied 40 40% Satisfied 60 60% Dissatisfied 0 0 None 0 0 Sample size: 100 ANALYSIS The above table shows 40% of respondents are highly satisfied with the location & 60% of respondents are satisfied with the location & 0% are dissatisfied and 0% none Chart No21.1 – Showing Customer Satisfaction levels for Location 80% 60% 40% 20% 0% Sample size: 100 Satisfaction level based on Loaction 40% 60% 0% 0% Highly Satisfied Satisfied Dissatisfied None Location No of Customers INTERPRETATION From the above graph we can decide that 40% of the customers satisfaction level is highly satisfied on the basis of location of Big Bazaar & 60% of the customers satisfaction level is satisfied on the basis of location and customers no One’s satisfaction level is dissatisfied are none
  63. 63. 63 Table No21.2 – Customer satisfaction levels for Operating time Satisfaction level No of respondents Percentage Highly satisfied 32 32% Satisfied 67 67% Dissatisfied 1 1% None 0 0 Sample size: 100 ANALYSIS The above table shows 32% of respondents are highly satisfied with the operating time & 67% of respondents are satisfied with the operating time & 1% are dissatisfied and 0% none Chart No21.2 – Showing Customer Satisfaction levels for Operating time NONE DISSATISFIED SATISFIED Satisfaction level based on HIGHLY SATISFIED Sample size: 100 Operating time 32% 67% 0% 1% 0% 10% 20% 30% 40% 50% 60% 70% 80% INTERPRETATION From the above graph that 32% of customers are Highly satisfied with operating time of Big Bazaar & 67% of customers are satisfied with operating time & 1% of are dissatisfied and no one of customers are none. Hence we conclude that customers are satisfied with operating time of Big Bazaar
  64. 64. 64 Table No21.3 – Customer satisfaction levels for Cleanness of store Satisfaction level No of respondents Percentage Highly satisfied 41 41% Satisfied 57 57% Dissatisfied 2 2% None 0 0 Sample Size: 100 ANALYSIS The above table shows 41% of respondents are highly satisfied with the Cleanness of store & 57% of respondents are satisfied with the cleanness of the store 2% are dissatisfied and 0% none Chart No21.3 – Showing Customer Satisfaction levels for Cleanness of store Sample size: 100 Satisfaction level based on Cleanness of store 41% 57% 2% Highly Satisfied Satisfied Dissatisfied None INTERPRETATION From the above graph that 41% of customers are Highly satisfied with cleanness of Big Bazaar & 57% of customers are satisfied with cleanness of Big Bazaar & 2% of are dissatisfied and no one of customers are none. Hence we conclude that customers are satisfied with cleanness of Big Bazaar
  65. 65. 65 Table No21.4 – Customer satisfaction levels for Spacious shop floor Satisfaction level No of respondents Percentage Highly satisfied 40 40% Satisfied 56 56% Dissatisfied 4 4% None 0 0 Sample size: 100 ANALYSIS The above table shows 40% of respondents are highly satisfied with the spacious shop floor & 56% of respondents are satisfied with the cleanness of the store 4% are dissatisfied and 0% none Chart No21.4 – Showing Customer Satisfaction levels for Easy to locate any product None Dissatisfied Satisfied Highly Satisfied Sample size: 100 Satisfaction level Based on Spacious 40% 56% 4% 0% shop floor 0% 10% 20% 30% 40% 50% 60% INTERPRETATION From the above graph that 40% of customers are Highly satisfied with spacious shop floor at Big Bazaar & 56% of customers are satisfied with spacious shop floor at Big Bazaar & 4% of are dissatisfied and no one of customers are none. Hence we conclude that customers are satisfied with spacious shop floor of Big Bazaar
  66. 66. 66 Table No21.5 – Customer satisfaction levels for Easy to locate any product Satisfaction level No of respondents Percentage Highly satisfied 28 28% Satisfied 58 58% Dissatisfied 13 13% None 1 1% Sample size: 100 ANALYSIS The above table shows 28% of respondents are highly satisfied with the Easy to locate any product & 58% of respondents are satisfied with the Easy to locate any product & 13% are dissatisfied and 1% none Chart No21.5 – Showing Customer Satisfaction levels for Easy to locate any product 70% 60% 50% 40% 30% 20% 10% 0% Sample size: 100 28% Satisfaction level based on locate any product 58% 13% 1% Highly Satisfied Satisfied Dissatisfied None INTERPRETATION From the above graph that 28% of customers are highly satisfied with easy to locate any product at Big Bazaar & 58% of customers are satisfied with easy to locate product at Big Bazaar & 13% of are dissatisfied and remaining 1% of customers are none. Hence we conclude that customers are satisfied with Easy to locate any product of Big Bazaar
  67. 67. 67 Table No21.6 – Customer satisfaction levels for Promotion Offers Satisfaction level No of respondents Percentage Highly satisfied 22 22% Satisfied 72 72% Dissatisfied 5 5% None 1 1% Sample size: 100 ANALYSIS The above table shows 22% of respondents are highly satisfied with the promotion offers & 72% of respondents are satisfied with the Easy to promotion offers & 5% are dissatisfied and 1% none Chart No21.6 – Showing Customer Satisfaction levels for Prices of Products Sample size: 100 Satisfaction level based on Promotion Offers 22% 5% 1% 72% Highly Satisfied Satisfied Dissatisfied None INTERPRETATION From the above graph that 22% of customers are Highly satisfied with promotion offers given by Big Bazaar & 72% of customers are satisfied with promotion offers given by Big Bazaar & 5% of are dissatisfied and 1% none. Hence we conclude that customers are satisfied with promotion offers given by Big Bazaar
  68. 68. 68 Table No21.7 – Customer satisfaction levels for Prices of products Satisfaction level No of respondents Percentage Highly satisfied 22 22% Satisfied 75 75% Dissatisfied 2 2% None 1 1% Sample size: 100 ANALYSIS The above table shows 22% of respondents are highly satisfied with prices of products & 75% of respondents are satisfied with prices of products & 2% are dissatisfied and 1% none Chart No21.8 – Showing Customer Satisfaction levels for Prices of products Satisfaction level based on Prices of Products Highly Satisfied Satisfied Dissatisfied None Sample size: 100 22% 75% 2% 1% 80% 60% 40% 20% 0% INTERPRETATION From the above graph we can interpret that 22% of customers are Highly satisfied with prices of products at Big Bazaar & 75% of customers are satisfied with prices of products at Big Bazaar & 2% of are dissatisfied and remaining 1% customers none. Hence we conclude that customers are satisfied with prices of products at Big Bazaar
  69. 69. 69 Table No21.8 – Customer satisfaction levels for Flexibility in payment Satisfaction level No of respondents Percentage Highly satisfied 17 17% Satisfied 56 56% Dissatisfied 22 22% None 5 5% Sample size: 100 ANALYSIS The above table shows 17% of respondents are highly satisfied with the flexibility in payment & 56% of respondents are satisfied with the flexibility in payment & 22% are dissatisfied and 5% none Chart No21.8– Showing Customer Satisfaction levels for Flexibility in payment Sample size: 100 Satisfaction level based on Flexibility in payments 17% 56% 22% 5% Highly Satisfied Satisfied Dissatisfied None INTERPRETATION From the above graph we can interpret that 17% of customers are Highly satisfied with flexibilit y in payment at Big Bazaar & 56% of customers are satisfied with flexibility in payment at Big Bazaar & 22% of are dissatisfied and remaining 5% customers none. Hence we conclude that majority of customers are satisfied with flexibility at Big Bazaar
  70. 70. 70 Table No21.9 – Customer satisfaction levels for Services in customer Seva desk Satisfaction level No of respondents Percentage Highly satisfied 17 17% Satisfied 43 43% Dissatisfied 29 29% None 11 11% Sample size: 100 ANALYSIS The above table shows 17% of respondents are highly satisfied with the services in customer seva desk & 43% of respondents are satisfied with the services in customer seva desk & 29% are dissatisfied and 11% none Chart No21.9– Showing Customer Satisfaction levels for Services in customer Seva desk Sample size: 100 50 40 30 20 10 0 17 Highly Satisfied Satisfaction level based on Services in customer 43 29 11 Satisfied Dissatisfied None INTERPRETATION From the above graph we can interpret that 17% of customers are Highly satisfied with the services in customer seva desk at Big Bazaar & 43% of customers are satisfied with the services in customer seva desk at Big Bazaar & 29% of are dissatisfied and remaining 11% customers none. Hence 29% of customers are dissatisfied we conclude that Big Bazaar should improve the services at customer seva desk
  71. 71. 71 Questionnaire Dear Sir/Madam, I, Mr.Athaullah, perusing 2nd year MBA in M.S. Ramaiah Management Institute, conducting a research survey on study of “Consumer behavior towards Big Bazaar” as part of partial fulfilme nt of my MBA course. I request you to spare few minutes of valuable time in filling the questionna ire. Your response in this regard shall be of great input for the act of which I shall be thankful to you. Q1) Name: …………………………………………….. Gender: Male( ) Female( ) Phone No: ……………………………. E-mail Id: ……………………………………… Q2) Age: (a) Less than 25 (b) 25 - 35 (c) 36 - 45 (d) 46 – 55 (e) 56 and above Q3) Marital Status: (a) Married (b) Unmarried Q4) Income: (a) Less than 10000 (b) 10000-20000 (c) 20000-30000 (d) 30000-40000 (e) 40000-50000 (f) 50000 and above Q5) How frequently do you visit Big Bazaar? (a) Twice in a week (b) Once in a week (c) Once in every 15days (d) Once in month (e) As and when required Q6) What is the main purpose of Purchase? (a) Personal usage (b) To Gift (c) Regular home usage (d) Events and Celebrations Q7) Which type of products do you Purchase more in Big Bazaar? (a) Process food and staples (b) clothing /fashion (c) Home fashion
  72. 72. 72 (d) Vegetables and fruits (e) Electronics (E-Zone) (f) Utensils and Crockery (g) Any Other, Please specify ………………………………………………………. Q8) What is the reason behind Purchasing in Big Bazaar? (a) Satisfaction of products (b) Reasonable price (c) More and good Offers (d) Extra facilities provided by Big Bazaar (Free home delivery, Delivery on call, free cutting of fruits and vegetables) Q9) How often do you ask for Assistance from staff while purchasing? (a) Almost always (b) Frequently (c) Sometimes (d) Never Q10) How do you feel the pricing of products in Big Bazaar? (a) Expensive (b) Competitive (c) Affordable (d) Reasonable Q11) Why do you prefer to shop in Big Bazaar? (a) Availability of adequate stock (b) Convenience of location and timing (c) Offers and discounts (d) Variety of products Q12) Which place you like the most for shopping in the City and why? (a) Big Bazaar (b) Star Bazaar (c) Reliance trends/fresh (d) Malls (e) Preferred Showrooms Q13) Which of the facilities are you making use of in Big Bazaar? (a) Membership Card (b) Payback Card (c) Gift Vouchers (d) T24 Mobile currency offer Q14) Which offer days do you prefer to shop in Big Bazaar? (a) Wednesday Bazaar (b) Maha Bachat (c) Exchange offer day Q15) How is your overall experience in Big Bazaar? (a) Excellent (b) Good (c) Average (d) Poor
  73. 73. 73 Q16) Do you suggest any one to shop at Big Bazaar? If NO why? (a) Yes (b) No Q17) How Big Bazaar Management can attract Customers? (a) By maintaining quality products (b) Reasonable Prices on products (c) Giving more offers and discounts (d) By providing extra facilities (e) Any Other, Please specify ………………………………………………………. Q18) How did you come to know about Big Bazaar? (a) Advertisements (b) Colleague’s references (c) Friends (d) Relatives (e) Any Other, Please specify………………………….. Q19) Which source of advertisements made you to purchase / attracted you to Big Bazaar? (a) TV-ads (b) Newspapers (c) Radio (d) Internet Popups (e) Prints (f) Any Other, Please specify ……………. Q20) Which source of adverting do you think that can reach easily to customers? (a) TV-ads (b) Newspapers (c) Internet (d) Mobile Q21) Mention your satisfaction levels of following elements? Elements Highly satisfied Satisfied Dissatisfied None Location ( ) ( ) ( ) ( ) Operating time ( ) ( ) ( ) ( ) Cleanness of store ( ) ( ) ( ) ( ) Spacious shop floor ( ) ( ) ( ) ( ) Easy to locate any product ( ) ( ) ( ) ( ) Promotion Offers ( ) ( ) ( ) ( ) Prices of Products ( ) ( ) ( ) ( ) Flexibility in payments ( ) ( ) ( ) ( ) Services in customer Seva desk ( ) ( ) ( ) ( )
  74. 74. 74 FINDINGS From the responses of 100 customers the findings can be listed as:  As per the findings 77% of male customers are come to Big Bazaar for shopping  The customers who are mainly age group of 25-35 years are shopping at Big Bazaar  As per the findings, Majority of customers of income level less than 30000 visit to Big Bazaar  As per findings, Majority of the respondents are visits Big Bazaar once in a week. By this, we can say that most of the customers are coming to Big Bazaar regularly  As per findings, Majority of the respondents are purchasing for the purpose of personal usage and regular home usage  As per findings, Majority of the respondents are interested to shopping at clothing/ fashion  As per findings , 65% of customer prefer in Big Bazaar for more and good offers  As per findings, most of the respondents are taking assistance from the store staff during purchase period. We can say that customers take assistance from staff when they shopping in Big Bazaar  Majority of the customers are rate for reasonable pricing in Big Bazaar  As per the findings, majority of the customers choose the Big Bazaar for the availability of variety of products as well as offers and discounts  Majority of the respondents are interested to visit Big Bazaar when compare to other  As per findings, majority of customers are making use of payback card  As per findings 72% of customers prefer to shop on Wednesday Bazaar  All most all customers said there overall experience is good at Big Bazaar
  75. 75.  As per the findings, almost all of 96% of the respondents are recommended to others for 75 shopping in Big Bazaar  As per findings, as must as 76% of the respondents to suggest the Big Bazaar to give more offers and discounts  As per findings majority of customers are having awareness of Big Bazaar from advertisement  As per finding, majority of 81% of customers are attracted to Big Bazaar by TV-ads  Majority of customers suggested Big Bazaar that TV-ads can reach easily to customers
  76. 76. 76 RECOMMENDATIONS As attempt has been made to suggest to the Big Bazaar a few measures. These suggestions have been made within the preview of the data available 1) The company has to conduct the periodical meeting with customers and take their valuable suggestion 2) The company may adopt policy of payback cards and gifts to customers while purchasing the products 3) The store staff should be trained adequately so as to convince the potential buyers, because his performance on jobs has great impact on sale of the products 4) Most of the customers belongs to age group of less than 25 years. So, company hasI to concentrate on those people to enhance the sales 5) Moreover, the company has to concentrate more on the customers of age group 25-35 years to enhance the sales 6) Big Bazaar should provide more offers and discounts to attract new customers 7) The company should go with TV-ads and newspaper in order to reach customers
  77. 77. 77 CONCLUSIONS The study has basically helped to know the Customer behavior towards Big Bazaar and what influence people shop at Big Bazaar. Most of the consumers are influenced by the offers and price discounts in Big Bazaar. Big Bazaar has great offers for their customer that acts as the motivat ing actor, which brings customer to Big Bazaar. The majority of consumers’ perception is almost all the products are available at one roof with one stop shopping experience. Customers shop more in the Food Bazaar and Clothing in Big Bazaar. Customers feel that big bazaar has variety of products available in various departments. Customer feels that shopping with Big Bazaar is convenient. The more than 72% of customers prefer to shop on Wednesday Bazaar compared to other offer days
  78. 78. 78 BIBLIOGRAPHY Text Books Consumer Behavior: Albert J. Dells Bittas Consumer Behavior: David L. Loudon Principles of Marketing: Philip Kotler Marketing Management: Philip Kotler Websites: www.consumerbehavior.com www.bigbazaar.com www.panthalone.com www.futuregroup.com

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