DIFFERENT LOYALTY PROGRAMS IN BIG BAZAAR AND ITS VALUE TO THE CUSTOMER.

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CERTIFICATE OF APPROVAL
I hereby approve this project report entitled
DIFFERENT LOYALTY PROGRAMS IN BIG BAZAAR
AND ITS VALUE TO THE CUSTOMER.
Is submitted by
NITESH RANJAN
Roll No-
Registration No-
In partial fulfillment of the requirement for the award of
BACHELOR OF BUSINESS ADMINISTRATION
BY
KOLHAN UNIVERSITY
XITE, GAMHARIA
Department of Marketing Management
Internal Examiner External Examiner

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CERTIFICATE
This is to certify that the project entitled DIFFERENT LOYALTY
PROGRAMS IN BIG BAZAAR submitted to XAVIER INSTITUTE FOR
TRIBAL EDUCATION in partial fulfillment of the requirements for the
award of the Degree Of Bachelor Of Business Administration is an
original work done under my guidance by NITESH RANJAN bearing Roll
No- at the department of marketing for the academic session
2012-2015.
This project work is original and submitted earlier for the
award of any degree/ diploma or associate ship of any university/
Institution.
Signature

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DECLARATION
I NITESH RANJAN student of XITE, Gamharia do hereby
declare that the present internship project entitled
DIFFERENT LOYALTY PROGRAMS IN BIG BAZAAR at
MARKETING DEPARTMENT of BIG BAZAAR, JAMSHEDPUR
from 9th
January to 20th
February 2015 is an original piece of
work done by me in partial fulfillment of the requirement
for the award of BBA under the guidance of faculty (XITE),
Miss. Rani Sushma, and industry guide Miss BANDANA
SINGH (HR) based on the materials collected by myself.
I hereby declare that the materials or the contents
of this study has not been published by me or anyone else
anywhere.
Place :- Jamshedpur
Date :- March 7, 2015
NITESH RANJAN

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ACKNOWLEDGEMENT
I extend my special gratitude to the director Fr. E.A Augustine
S.J., our Dean Mr. A.G. Castelton, Our Principal Fr. Joseph j.
Surin S.J. and my Co-Ordinator Prof. Rani sushma for inspiring
me to take up this project.
I wish to acknowledge my sincere gratitude and indebtedness
to my project guide Miss Bandana singh, HR from Big Bazaar
for his valuable guidance and constructive suggestions in the
preparation of project report.
I extend my gratitude to BIG BAZAAR, Jamshedpur and the H.R.
Miss BANDANA SINGH and my friends Teresa Sailivi Ekka and
Vinod Kumar Singh for their encouragement, support, guidance
and assistance for undergoing internship for preparing this
project report.
NITESH RANJAN
Roll No- 13C-V205371803
Reg. No- KU1224789
XITE, GAMHARIA

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ABSTRACT
The fiercely competitive Indian retail environment has forced
the retail businesses to focus extensively on customer retention
of their existing customers. As a result, leading Indian retailers
launched their loyalty programs offering a range of attractive
tangible and intangible rewards to their customers, with an aim
to retain them and enhance the retail performance. These
programs not only engaged increasing number of members
over the years, but also generated huge proportion of sales and
profits from these members. When consumers join a loyalty
program, to accumulate rewards more quickly, they are likely
to concentrate their purchases on one firm, such as buying all
the things from one store only. Furthermore, because loyalty
program members tend to overlook negative experiences with
the firm and are less likely to compare the firm with
competitors, they are more likely to buy exclusively from the
firm.

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CONTENTS
s.no. Topics Page no.
1. About loyalty __________________ 7-8
2. Retailing ________________________ 9-14
 Organized Retailing 10
 Unorganized Retailing 11-12
 Retail industry India 13-14
 Decision and Investment 15-17
3. loyalty programs in retail industry 18
4. About the Industry 19-25
5. Loyalty programs at Big Bazaar 26-36
 Wednesday Bazaar 26
 Payback card 27-29
 Mahabachat offer 30-31
 The Great Exchange Offer 32-33
 T24 34
 Profit club card 35-36
6. Research methodology 37-39
7. Objectives 40
8. Survey report 41-50
9. Daily findings 51
10. Suggestions of customer 52
11. Conclusion & References 53

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What is loyalty?
“Loyalty in day-to-day life, implies an unselfish belief
in institutions or unswerving fidelity in marriage, or emotional
commitment to friends. Loyalty also suggests monogamy: one
choice above all others.”
“Loyalty is faithfulness or devotion to a person, country, group,
or cause. (Philosophers disagree regarding what can
be objects of a person's loyalty. Some, argue that one can be
loyal to a broad range of things, while others argue that it is
only possible for loyalty to be to another person and that it is
strictly interpersonal.)” [1]
Another definition is:
“A deeply held commitment to rebuy or re- patronize a
preferred product/service consistently in the future, thereby
causing repetitive behavior reflecting purchase of the brand
despite situational influences and marketing efforts having the
potential to cause a switching behavior.“
Loyalty is, in simpler terms, helps build relationships. It
requires that companies view customers as people first and
consumers second. Trust, commitment, ethical practices,
fulfillment of promises, mutual exchange, emotional bonding,

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personalization and customer orientation have been reported
to be the key elements in the relationship building process. [2]
.
In the language of Marketing :
Businesses seek to become the objects of loyalty, in order to
have their customers return. Brand Loyalty is a consumer's
preference for a particular brand and a commitment to
repeatedly purchase that brand in the face of other
choices. Other businesses establish loyalty programs, which
offer rewards to repeat customers, and often allow the
business to keep track of their preferences and buying habits. [3]

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Q. What is Retailing?
The word retail is derived from the French word ‘retailer’
meaning ‘to cut a piece off’ or ‘to break bulk’. In simple terms,
it implies a first-hand transaction with the customer.
Retailing involves a direct interface with the customer and the
coordination of business activities from end to end – right from
the concept or design stage of a product or offering, to its
delivery and post- delivery service to the customer. The
industry has contributed to the economic growth of many
countries and is undoubtedly one of the fastest changing and
dynamic industries in the world today.
Retailing means selling products in small volumes directly to
individuals and it is emerging as a sunrise industry in India. It is
presently the largest employer after agriculture and it
generates more than 10% of GDP in India. The customer
satisfaction and brand loyalty are pre-eminent. The success of
the retail stores depends on customer’s reaction to the retailing
mix to earn more profits, to increase the volume of turnover,
market’s share, image, status and lastly its survival [4]
The Retail market is divided into two major categories :
1. Organized Retailing
2. Unorganized Retailing

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ORGANISED RETAILING
Organized retailing, in India, refers to trading activities
undertake by licensed retailers, that is, those who are
registered for sales tax, income tax, etc. These includes are
publicly traded supermarkets, corporate – backed
hypermarkets and retail chains, and also the privately owned
large retail business.
Organized retailing was absent in most rural and small towns of
India in 2010. Supermarkets and similar organized retail
accounted for just 4% of the market.
One report estimates the 2011 Indian retail market as
generating sales of about $470 billion a year, of which a
minuscule $27 billion comes from organized retail such as
supermarkets, chain stores with centralized operations and
shops in malls. The opening of retail industry to free market
competition, some claim will enable rapid growth in retail
sector of Indian economy. Others believe the growth of Indian
retail industry will take time, with organized retail possibly
needing a decade to grow to a 25% share.

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UNORGANIZED RETAILING
Unorganized retailing, on the other hand, refers to the traditional
formats of low – cost retailing, for example, the local corner shops,
owner manned general stores, paan/beedi shops, convenience
stores, hand cart and pavement vendors, etc.
Most Indian shopping happens in open market or numerous small
grocery and retail shops, Shoppers typically wait outside the shop,
ask for what they want, and can not pick or examine a product
from shelf. Access to the shelf or product storage area is limited.
Once the shopper requests the food staple or household product
they are looking for, the shopkeeper goes to the container or shelf
or to the back of the store, brings it out and offers it for sale to the
shopper. Often the shopkeeper may substitute the product,
claiming that it is similar or equivalent to the product the consumer
is asking for. The product typically has no price label in these small
retail shops; all packaged products must display the maximum
retail price above which the product cannot be sold. It is a criminal
offence to do so. The shopkeeper can price the food staple and
household products arbitrarily, and two consumers may pay
different prices for the same product on the same day but never
will those price be above the maximum retail price. Price is rarely
negotiated between the shopper and the shopkeeper usually do
not have a choice to make an informed decision between
competitive products.

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0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Percentage of Organised and Unorganized Retailing Globally
Organised Retailing
Unorganized Retailing

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Retail industry in India.
The retail scenario in India is unique. Much of it is in the
unorganized sector, with over 12 million retail outlets of
various sizes and formats. Almost 96% of these retail outlets
are less than 500 sq.ft. In size, the per capita retail space in
India being 2 sq.ft. compared to the US figure of 16sq.ft. India’s
per capita retailing space is thus the lowest in the world. Most
of them are independent and contribute as much as 94% to
total retail sales.
The growth and development of organized retailing in India is
driven by two main factors – lower prices and benefits the
consumer can’t resist.
Also because of the increasing no. of nuclear families, growing
size of the working women segment, greater work pressure and
increased communicating time, convenience has become a
priority for Indian consumers. They want everything under one
roof for easy access and multiplicity of choice.
PROSPECTS OF INDIAN RETAILING
Indian Grocers were perhaps among the first in the world to
acquire professional retailing skills. There is the old story of
good retail grocer and the bad grocer in India.
Once upon a time there were two grocers. One was perceived
to be good and the other was considered bad. The good one

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always used to weigh his cereals, pulses, grams, etc. in such a
way that if he had to weigh a kilogram he would initially place
in the weighing balance produce less than a kilogram and keep
adding to it until it reached the required weight. The bad
retailer, on other hand, always rather unconsciously placed
much more and then kept removing stuff from the scales until
it weighed a kilogram. The good retailer had actually acquired
such skills to create a positive image in the mind of the
customers!
Long ago, the father of the Nation, Mahatma Gandhi
realized the importance of the customer for the retailer; he is in
fact the first to emphasize on the importance of the customer
Relationship Management practices in India. What he said
about the Importance of the customer is famous in the world.
It goes like this :
“ The customer is the most important person on our premises.
He is not dependent on us, we are dependent on him.
He is not an interruption of our work, he is the purpose of it.
We are not doing him a favor by serving him;
He is doing us a favor by giving us the opportunity to do so.”

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DECISIONS and INVESTMENTS [5]
Until 2011, Indian central govt. denied foreign direct
investment (FDI) in multi – brand retail, forbidding foreign
groups from any ownership in supermarkets, convenience
stores or any retail outlets. Even single – brand retail was
limited to 51% ownership and a bureaucratic process.
In November 2011, India’s central govt. announced retail
reforms for both multi – brand stores and single – brand stores.
These market reforms paved the way for retail innovation and
competition with multi – brand retailers such as Walmart,
Carefour and Tesco, as well single – brand majors such as IKEA,
Nike and Apple. This announcement sparkled intense activism,
both in opposition and support of the reforms. In December
2011, under pressure from the opposition, Indian govt. placed
the retail reforms on hold till it reaches a consensus.
On 14 September 2012 , the govt. of India announced the
opening the FDI in multi – brand retail, subject to approvals by
individual states. This decision was welcomed by economists
and the markets, but caused protests and an upheaval in India’s
central government’s political coalition structure. On 20
September 2012, the govt. of India formally notified the FDI
reforms for single and multi – brand retail, thereby making it
effective under Indian law.

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On 7 December 2012, The Federal Government of India allowed
51% FDI in multi – brand retail in India. The govt. managed to
get the approval of multi – brand retail in the parliament
despite heavy uproar from the opposition (the NDA and leftist
parties.) Some states will allow foreign supermarkets like
Walmart, Tesco and Carefour to open while other states will
not.
On May 2012, Future Group announced 50.1% stake sale of its
fashion chain Pantaloons to Aditya Birla Group in order to
reduce its debt of around INR 8000 crores. To do so,
Pantaloons fashion segment was demerged from Pantaloons
Retail India Ltd; the latter was then merged to another
subsidiary—Future Value Retail Ltd—and rechristened Future
Retail Ltd.

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A 2012 PWC report states that modern retailing has a 5%
market share in India with about $27billion in sales, and is
growing at 15 to 20% per year. There are many modern retail
format and mall companies in India. The Report says that in
2013 Future Group was having the market share of 916 crore
(US$140 million) in India per month by sales.
In 2014 Amazon and Future Group has jointly signed a deal to
sell goods online. Both firms will also develop a new line of
products across categories to be exclusively sold at Amazon and
Future Group’s retail stores. Future Group will sell more than
45 own labels of apparel initially, followed by in-house brands
in the home, electronics and food categories, while Amazon will
handle order fulfillment and customer service for the
merchandise on its portal.

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Q. Why loyalty programs used by retail Industry?
For decades, business managers focused on strategies and
programs to acquire as many customers as possible without
any focus on retaining them. But, businesses have now realized
that their success lies in customer retention and building
customer loyalty. Research findings have also supported this
realization that it costs up to five times more to acquire a new
customer than to retain an existing customer and a 5%
reduction in the customer defection rate can increase profits by
25% to 85% depending on the industry. All these factors have
forced retail managers to think of some program to develop log
term value-laden relationship with their existing customers and
retain them with an ultimate aim of achieving organizational
goals. The result was the launch of ‘loyalty programs’ which is
defined as “structured marketing efforts that reward, and
therefore encourage, loyal buying behavior — behavior which is
potentially of benefit to the firm.” Members of these programs
get loyalty card that identifies the card holder as a member in a
loyalty program. These members receive a combination of
attractive tangible rewards (gifts, discounts, reward points etc.)
and intangible rewards (invitation to special events like fashion
shows, exclusive preview of new items etc.) to invoke customer
loyalty.

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ABOUT THE INDUSTRY [6]
Future Group is an Indian private conglomerate headquartered
in Mumbai. The company is known for having a significant
prominence in Indian retail and fashion sectors, with popular
supermarket chains like BIG BAZAAR and Food Bazaar, lifestyle
stores like Brand Factory, Central etc. and also for having
notable presence in integrated foods and FMCG manufacturing
sectors. Future Retail (initially Pantaloons Retail India Ltd
(PRIL)) and Future Lifestyle Fashions, two operating companies
of Future Group, are among the top retail companies listed in
BSE with respect to assets, and in NSE with respect to market.
Future Group, led by its founder and Group CEO, Mr. Kishore
Biyani, is one of India's leading business houses with multiple
businesses spanning across the consumption space. While retail
forms the core business activity of Future Group, group
subsidiaries are present in consumer finance, capital, insurance,
leisure and entertainment, brand development, retail real
estate development, retail media and logistics.
Led by its flagship enterprise, Pantaloons Retail, the group
operates over 16 million square feet of retail space in 73 cities
and towns and 65 rural locations across India. Headquartered in
Mumbai (Bombay), Pantaloons Retail employs around 30,000

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people and is listed on the Indian stock exchanges. The
company follows a multi-format retail strategy that captures
almost the entire consumption basket of Indian customers. In
the lifestyle segment, the group operates Pantaloons, a fashion
retail chain and Central, a chain of seamless malls. In the value
segment, its marquee brand, Big Bazaar is a hypermarket
format that combines the look, touch and feel of Indian bazaars
with the choice and convenience of modern retail.
In 2008, Big Bazaar opened its 100th store, marking the fastest
ever organic expansion of a hypermarket. The first set of Big
Bazaar stores opened in 2001 in Kolkata, Hyderabad and
Bangalore.
The group's specialty retail formats include supermarket chain
– Food Bazaar, sportswear retailer - Planet Sports, electronics
retailer - eZone, home improvement chain - HomeTown and
rural retail chain, Aadhaar, among others. It also operates
popular shopping portal -www.futurebazaar.com
Big Bazaar is the chain of retail stores of the big banner
Pantaloon Retail (India) Ltd., Mr. Kishore Biyani as its group CEO
and MD, headquartered in Mumbai. Big Bazaar was launched in
2001 with four stores established in Calcutta, Indore,
Bangalore, and Hyderabad and has been developing rapidly by
spreading its wings all over India. A great deal of stores
numbering 250 reliable stores have been established in 100
cities in India till Feb 2015. The Big Bazaar has been opening
innovative sections, such as electronic bazaar, food bazaar, and

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furniture bazaar. Moreover, the customer friendly ambience
and the organized retailing of products also make Big Bazaar
one of the successful retail companies in India. It offers all time
discounts and promotional avenues to its customers.
BUSINESSES
Future Group is a corporate group and nearly all of its
businesses are managed through its various operating
companies based on the target sectors. For e.g., retail
supermarket/hypermarket chains Big Bazaar, FBB, Food Bazaar,
Food Hall, Hometown etc. are operated through its retail hand,
Future Retail Ltd, while its fashion outlets Brand Factory,
Central, Planet Sports etc. are operated via another of its
subsidiaries, Future Lifestyle Fashions. With these many fashion
outlets and supermarket, the group also promotes respectively,
its fashion brands like Indigo Nation, Spalding, Lombard, Bare
etc., and FMCGs like Tasty Treat, Fresh & Pure, Clean Mate,
Ektaa, Premium Harvest, Sach etc. It also has operating
companies to cater specifically to internal financial matters and
consulting within its group of companies
JOINT VENTURE PARTNERSHIPS
GENERALI GROUP
Generali is an Italian insurance company, having business in
India through a joint venture with Future Group under the

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brand name Future Generali Insurance. Future Generali
operates in India having through two primary legal entities
namely Generali India Life Insurance Co. Ltd.(Life Insurance)
and Generali India Insurance Co. Ltd.(Non-Life Insurance). Since
2013, Future Generali held talks of a possible merger
with Larsen & Toubro Ltd to form a general insurance company
but a year later, on April 22, Future Group backed out of
merger leading to premature closure of the talks
STAPLES INC.
Staples Inc. ,a United States based office supply retailer, has a
presence of over nine cities in India under the joint venture
with Future Group. As of April 2013, Future Group has 60%
stake in the partnership.
CELIO
French fashion Celio entered Indian markets in 2008 through a
50:50 joint venture with Future Group's then Retail hand,
Pantaloons Retails India Ltd (now Future Retail Ltd). On
November 2013, Celio hiked its stake in the joint venture to
65%.
CLARK
C&J Clark International Ltd. is a UK-based footwear and
accessories retailer. The Future Group has entered into a 50:50
joint-venture (JV) to form 'Clarks Future Footwear Ltd'. The JV
launched its first (1,600 sq ft.) stand-alone store in Connaught
Place, Delhi on 19 April 2011. The brand seeks to gain a share of
the premium segment in this category.

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Recent Developments
Big Bazaar, a part of the Future Group, is currently driving a number of initiatives.
Future Money, a credit facility is in an experimental stage in several outlets.
Cleartrip for travel and tours and Talwalkar’s for gym and health club services
have also been launched in many stores recently. With a view to bringing value to
more people, Big Bazaar is taking its brand to Tier II and Tier III towns as well. Big
Bazaar is also using the huge footfalls to its stores to test new concepts and ideas.
The customer response this generates helps in refining a launch before a full-
fledged roll out.
Big Bazaar timeline [7]
2001
 Three stores launched within a span of 22 days
in Kolkata, Bangalore and Hyderabad[8]
2002
 ICICI Bank Card is launched.
 Food Bazaar becomes part of Big Bazaar with the launch of the first store
in Mumbai at High Street Phoenix
2003
 Enters Tier II cities with the launch of the store in Nagpur
 Welcomes its 10 millionth customer at its new store in Gurgaon
2004
 Wins its first award and national recognition. Big Bazaar and Food Bazaar
awarded the country’s most admired retailer award in value retailing and
food retailing segment at the India Retail Forum
 A day before Diwali, the store at Lower Parel becomes the first to touch Rs
10 million turnover on a single day
2005

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 Implementation of SAP and pilots a RFID project at its central warehouse
in Tarapur
 Launch of a shopping program: the Big Bazaar Exchange Offer, inviting
customers to exchange household junk at Big Bazaar
 Electronic Bazaar and Furniture Bazaar are launched
 Big Bazaar and ICICI Bank launched ICICI Bank-Big Bazaar Gold credit
card program to reward its loyal customers.
2006
 Mohan Jadhav set a national record at Big Bazaar Sangli with a Rs
137,367 shopping bill. The Sangli farmer becomes Big Bazaar’s largest
ever customer.
 Launches Shakti, India’s first credit card program tailored for housewives
 Navaras – the jewellery store launched within Big Bazaar stores
2007
 The 50th Big Bazaar store is launched in Kanpur
 Partners with Futurebazaar.com to launch India's most popular shopping
portal
 Initiates the "Power of One" campaign to help raise funds for the Save The
Children India Fund.
 Pantaloon Retail wins the International Retailer of the Year at US-based
National Retail Federation convention in New York and Emerging Retailer
of the Year award at the World Retail Congress held in Barcelona.
2008
 New section, Fashion@Big Bazaar, starts
 Voted among the top ten service brands in the country in the latest Pitch-
IMRB international survey
 Initiates the Mega Saving "Monthly Bachat Bazaar" campaign, to provide
deals on groceries and food items during the first week of every month.
2009
 Opens its second store in Assam at Tinsukia
 Initiates Maha Annasantarpane program at its stores in South India – an
initiative to offer meals to visitors and support local social organizations
 Mahendra Singh Dhoni and Asin, youth icons of India, were chosen as the
brand ambassadors of Big Bazaar
 Announced the launch of 'The Great Exchange Offer'

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 Formed a joint venture with Hidesign to launch Holii, a new brand of
handbags, laptop bags and other accessories.
2010
 Future Value Retail Limited is formed as a subsidiary to spearhead the
group’s value retail business through Big Bazaar, Food Bazaar and other
formats.
 Wins CNBC Awaaz Consumer Awards for the third consecutive year.
Adjudged the Most Preferred Multi Brand Food & Beverage Chain, Most
Preferred Multi Brand Retail Outlet and Most Preferred Multi Brand One
Stop Shop
 Opens its third store in Kanpur at Z Square Mall
 Vidya Balan was chosen as the brand ambassador of Big Bazaar's Price
Challenge exercise
 Ranked six among the Top 50 Service Brands in India.[9]
2011
 Enters the rural wholesale and distribution business through 'Aadhaar
Wholesale' store at Kalol, Gujarat.
 Big Bazaar has come up a new logo with a new tag line: 'Naye India Ka
Bazaar'.[10]
 200th store opened in India[11]
 Future Group launched Foodhall – a premium food destination across 10
metros in India[12]
 Entered into an agreement with Hindustan Unilever to co-develop and co-
brand bakery products, which would be sold exclusively at Big Bazaar
stores.[13]
2012
 Entered into a five-year multi-million dollar deal with Cognizant Technology
Solutions for IT infrastructure services that support Future Group's network
of stores, warehouses, offices, and data centers.[14]
 Sakshi Tanwar & Ram Kapoor chosen brand ambassadors to promote
more turnover.
 Partnered with Disney to launch "Kidz Cookies" for kids across India.[15]
2013
Started Bigbazaar Direct a franchisee program.

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Loyalty schemes at Big Bazaar
WEDNESDAY BAZAAR
'Hafte Ka Sabse Sasta Din' (Cheapest Day of the Week) That was
the concept of Wednesday Bazaar when it was promoted. This
was 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'. The Bazaar gives lots of offers and Discounts on
different sections Like FoodBazaar, FashionBazaar,
ElectronicBazaar, Apparels etc.

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PAYBACK CARD
PAYBACK, India's largest multi-brand loyalty program. PAYBACK
offers its members a multitude of benefits with more than 50
partner brands participating in the PAYBACK Network across
categories in-store as well as online. The PAYBACK Network
includes Big Bazaar, HPCL, ICICI Bank, MakeMyTrip.com,
Vodafone, Pantaloons, Central, Ezone, Easy Cabs, Home Town,
Brand Factory, UniverCell, bookmyshow.com and many more.
With such a varied portfolio of partner brands, PAYBACK
Members can earn points during everyday shopping and
redeem their points for attractive rewards at select partner
brands in-store and online.
DISCOVER YOUR PAYBACK ADVANTAGES!
Start earning points with your PAYBACK Card / Linked Mobile
number at leading partner brands across categories in-store as
well as online
Benefit from exclusive offers and Bonus Coupon Offers from
leading PAYBACK Partner Brands
Attractive possibilities to redeem your points across a wide
range of rewards, view the PAYBACK Reward Catalogue.

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ACCESS PAYBACK ANYTIME, ANYWHERE!
Now connect with PAYBACK whenever, wherever you want to!
Download PAYBACK Mobile App (Android and ios) or visit our
mobile website @m.payback.in to check your point balance,
activate your personalized bonus coupons and locate PAYBACK
Partner Brands nearest to you, on your mobile.
PARTNER BRANDS:-
Upto 7 °P per Rs.100 2°Points per Rs. 200 4 °Points per Rs. 100
2°Points per Rs. 200 20°Points per Rs.100 8 °Points per Rs. 100
2°Points per Rs. 100 1°Point per Rs. 25 3°Points per Rs. 200
4 °Points per Rs. 100 4 °Points per Rs. 100 2°Points per Rs. 200
3°Points per Rs. 100 4 °Points per Rs. 100 4°Points per Rs. 200
1 °Point per Rs. 100 Upto 6 °Points Upto °10 Points
°P on Net Banking trxn 8°Points per Rs.100 10 °Points per Rs. 100

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Upto 3 °Points 4°Points per Rs. 100 1°Point per Rs. 100
8°Points per Rs.100 Upto 6000 °Points 8 °Points per Rs. 100
Transfer Points 3 °P per every Rs.200 Redeem your °Points
Now use both you ICICI Bank payment card and
your PAYBACK card at a PAYBACK partner and earn
points on both of them for the same spend.

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Maha Bachat Offer
The concept of 'Maha Bachat' (Mega Saving) was introduced in
the year 2006 as a single day campaign with promotional offers
across the company outlets. Over the years, the concept has
grown to become a six-day biannual campaign. During the
campaign, offers are given in all the value formats including Big
Bazaar, Food Bazaar, Electronic Bazaar, Furniture Bazaar,
Fashion bazaar. While our Internship we face to this MAHA
BACHAT offer for 3 Days (24th
JAN ‘15 to 26th
JAN ‘15). For this
Company do a lots of investment through Ads. And Promotions.
The Customer are benefited in different forms. The concept
behind this is To Connect to the various new or regular
customers through the offers.
The news report of moneycontrol on this Maha Bachat Offer of
Big Bazaar:-
Big Bazaar 'Maha Bachat' offer. Big Bazaar Maha Bachat offer now gets
bigger than before. Online & Offline shopping facility by
www.futurebazaar.com 10Google +10 Continuing with its efforts to provide
the best bargain to Indian consumers, Big Bazaar , the popular hypermarket
concept of Pantaloons Retail (India) Limited and part of the Future Group,
today announced the most anxiously awaited bi-annual 5-Day Maha Bachat
offer across the country, starting 11 August and continuing till the 15
August. Never before in the history of India, a consumer campaign of such

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large magnitude has been witnessed. Over 100 stores of different Value
formats including Big Bazaar, Food Bazaar, Electronic Bazaar and Furniture
Bazaar - catering to the entire needs of a consumer, will be part of the Mega
5-Day Maha Bachat offer. From daily household needs of food and grocery
to apparels, footwear, toys, luggage, kitchenware, bed and bath wear, home
decor, furniture, electronics and fine gold jewelry - the 5-Day Maha Bachat
offer will have an exciting array of attractive deals and discounts, ensuring
something for everyone in the family to shop for and maximum Value for
Money for each of its customer. For the first time, Pantaloon Retails 22-
carat fine jewelry store format Navaras will join the club with some novel
offers. Navaras, the hallmark jewelry store has 31 stores across 25 cities as
Shop in Shop within Big Bazaar. Additionally for these 5 days, Future
Money, part of the Future Capital Ltd ., will offer attractive finance scheme
on electronic and furniture goods with easy EMI options and other
benefits. For the net savvy citizens, Big Bazaar will extend the Maha Bachat
offers on the e-retailing site www.futurebazaar.com . While for those who
are not very net savvy and those who don’t like to wait in long queues,
Future Bazaar will set up exclusive kiosks outside Big Bazaar stores in cities
like Mumbai, Delhi, Chennai, Lucknow and Trivandrum, for the consumers to
select their shopping needs, pay and get it all delivered at home.
Read more at: http://www.moneycontrol.com/news/business/big-bazaar-
maha-bachat-offer_297498.html?utm_source=ref_article

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The Great Exchange Offer
Introduced on 12 February 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
The News report of moneycontrol on Big Bazaar The Great
Exchange offer:-
Big Bazaar presents The Great Exchange Offer Big Bazaar presents The
Great Exchange Offer. Bring anything OLD and take anything NEW!
00Google +00 Big Bazaar presents a unique exchange offer Bring
anything old and take anything new! offer. The offer will start on 15th
February and will be on till 11th March at all the stores, across the
country. Under this exchange offer old garments, utensils, furniture,
plastic ware, newspapers or just about anything that is unwanted can
be exchanged. These goods will be weighed and valued and the
customers will be given exchange coupons. One can avail great
shopping value by exchanging any old item in any condition, and shop
at Big Bazaar in return. Commenting on this occasion, Mr. Sanjeev
Agrawal, President Marketing, Pantaloon Retail (India) Ltd., said This
exchange offer is a unique way of creating Best out of Waste. Offers like
this give a chance to the housewives to get rid of old and unwanted

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clutter and refurbish their houses. The products are weighed and valued
against attractive prices as below Clothes
Rs.50 per kg Newspaper
Rs.25 per kg Plastics/utensils/leather goods
Rs.75 per kg Footwear/ luggage
Rs.100 per kg Pet/ beer bottles
Rs.15 per kg Tyres
Rs.50 per kg Furniture
Rs.75/- per kg Others
Rs.20 per kg Big Bazaar will weigh the junk brought by the customer;
value it as per the rates mentioned above and issue exchange coupons
for that value. The customer will have to shop for 4 times the value of
the coupon. The coupon can be redeemed against apparel, plastics,
utensils, linen, luggage, footwear, toys, furniture and much more. Big
Bazaar also offers direct exchange on mobile and electronic goods
through out the offer period. Customers can buy brand new mobiles and
electronic goods in exchange of their old ones, and avail of attractive
discounts on their new purchases. Living up to its motto of Is se sasta
aur accha kahin nahin", this is yet another way to reach out to its
customers and give them value for their money
Read more at: http://www.moneycontrol.com/news/business/big-
bazaar-presents-%91the-great-exchange-offer%92-
_267371.html?utm_source=ref_article

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T24 Sim card
Talk24 this is a full form of T24.
The sim card is made for Big Bazaar under a loyalty program in
which the customer get free recharges on every purchase of
Rs.400 and above. The customer can avail this facility while
shopping and grab the free Talk time recharge of Rs.10 to
Rs.101. The sim card use the network of Tata Docomo and that
is the reason that the sim can be used in India as well as out of
the country. The sim also helps the customer by sending
updates about Big Bazaar offers and Discounts to selected
customers through text messages for free of cost.
The Big Bazaar deal with Tata Telecommunication for
launching the sim T24 in ____

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PROFIT CLUB CARD
At Big Bazaar we have always tried understanding our
customer’s better keeping in mind their love for better bargains
and getting maximum value out of each rupee they spend. This
has always pushed us to think innovatively and striving to
continuously giving our customers additional reasons to shop.
Times are tough and we understand that this is the time when
we need to stand by our customers. Hence, to share the burden
of running our customer’s household the idea of Big Bazaar
PROFIT CLUB was born.
Big Bazaar PROFIT CLUB is the most innovative product that the
Indian Retail Market has ever witnessed. It offers an
unmatched value proposition to its customers. A unique
membership program where one can pay Rs. 10,000 and can
shop for Rs. 1000 per month for the next 12 months
i.e Rs. 12,000 over a period of 12 months. After the huge
success of ‘Profit Club Rs 10000’, Big Bazaar launches its new
program “Profit Club Rs 5000 card”. On paying Rs 5000,
customers will get a membership card topped up with Rs 6000,
with which they can shop for Rs 400 every month for 15
months This card can be used across 240 + Big Bazaars, Food
Bazaars and fbb- Fashion at Big Bazaar stores across the
country.
In case you miss shopping in a particular month, the amount
can be carried forward to the next month.

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Members of the Big Bazaar PROFIT CLUB will also receive the
benefit of existing offers on their Payback cards and T24 mobile
services.
The Big Bazaar PROFIT CLUB Card can be used as a Gift Card for
your friends and family, like children living away from home or
parents residing in other cities etc.
The Big Bazaar PROFIT CLUB Card can also serves as an
excellent Employee Incentive program for your employees . It
can also be extended to your business partners as a gift.

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RESEARCH METHODOLOGY
The basic concept of Research Methodology refers to the way
in which companies conduct their research and how they
collect the data they need. Whenever a company or
Organization needs to investigate a particular area of their
business dealings, they need to adapt the most suitable
research methodology for the job.
MARKETING RESEARCH
Market research provides information and reduces risk by
helping executives make rational choices under conditions of
less-than-perfect knowledge. Marketing research includes fact-
finding and management counseling.
According to PHILIP KOTLER,
“Marketing Research is a systematic problem analysis, model
building and fact finding for the purpose of improved decision
making and control in the marketing of goods and services.”

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Marketing Research is often partitioned into two sets of
categorical pairs, either by target market or alternatively, by
methodological approach:
 Qualitative Marketing Research, and
 Quantitative Marketing Research
RESEARCH METHODS
The goal of the Research Process is to produce new knowledge
and data findings about the selected area or the given fields
related to the completion of goals and targets.
Types of DATA Collection-
Primary Data
 Primary data is information gathered from original sources
for a specific purpose or objective. Some techniques for
gathering primary data include:
 Surveys
 Observation
 Field Experiments
Secondary Data
Secondary data, is data collected by someone other than the
user. Common sources of secondary data for Social
Science include Censuses, Organizational records and Data

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collected through qualitative methodologies or qualitative
research.
Survey Method: In order to investigate the loyalty towards Big
Bazaar, Jamshedpur city is taken up through the judgment
survey method, and 100 surveys are considered to pool up the
opinions by convenience survey through a well-structured
questionnaire.
Sampling unit: The Big-bazaar customers in Jamshedpur city
Sampling size: 100 Big-bazaar customers are taken up for the
study from Big Bazaar, Jamshedpur city.

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OBJECTIVES:
1. To measure the opinions of customer towards the shopping
at Big Bazaar on the basis of product quality, price, purchase
decision, perceived quality, store environment and product
design.
2. To assess the customer satisfaction on Big Bazaar.
3. To measure customer’s brand loyalty towards Big Bazaar.
4. To suggest specific steps to improve brand loyalty of Big
Bazaar.
Scope of the study The study is done on Big-bazaar customers
in Jamshedpur city.
Data sources Primary data: Primary data is collected from the
Big-bazaar customers in Jamshedpur city through a well-
designed questionnaire.
Secondary data Secondary data is collected from books,
magazines, company reports and some websites.

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SURVEY REPORT: DONE AT BIG BAZAAR STORE,
JAMSHEDPUR on 100 customers. (Jan – Feb 2015)
16%
10%
40%
17%
17%
customer visiting BIG BAZAAR
WEEK
MONTH
WEDNESDAYS
During Big Offers
Never
36%
44%
12%
8%
Customers being part of Big Bazaar Loyalty
scheme
T24 SIM
PAYBACK CARD
PROFIT CLUB CARD
None

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28%
40%
12%
16%
4%
Reason for Shopping at BIG BAZAAR
Single Window Shopping
Different Brands at one place
Loyalty schemes
Discounts and Offers
None
60%
0%
12%
24%
4%
Needs of Consumer while Shopping
Quality & Quantity
After Sales & Service
Discounts & Offers
Convenience
Hardly Matters

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20%
64%
12% 4%
Areas of Loyalty scheme
Frequently use in every store
which is associated
Uses only at Big Bazaar
Was using but now I don't
I don't have Cards

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USAGE OF LOYALTY CARDS
80%
20%
Having Loyalty cards but not using
Using
Not Using
76%
24%
Was using but now don't
Using
Not Using

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56%
44%
Savings at Big Bazaar through Loyalty
vouchers & cards
Yes
No
72%
28%
Buying of product if extra point offered
Yes
No

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60%
40%
Spending less money at store in absence of
Loyalty cards
Yes
No

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FEEDBACK FOR LOYALTY SCHEMES
44%
48%
8%
No change for the sake of Loyalty Scheme
Agree
May be
Disagree
24%
24%
52%
Unknown about the Loyalty schemes of Big
Bazaar
Agree
May be
Disagree

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52%
20%
28%
Substantial savings on bills due to the
Discount vouchers offered by Big Bazaar
under Loyalty Scheme
Agree
May be
Disagree
60%
24%
16%
Shopping at any stores wherever better
discounts offered
Agree
May be
Disagree

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FEEDBACK FOR T24 SIM
36%
24%
40%
Doing Recharge if I offered free TalkTime on
Shopping Bills
Agree
May be
Disagree
44%
16%
40%
Satisfied with T24 Mobile Service & Network
Agree
May be
Disagree

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36%
20%
44%
Keeps me udpate for offers and discounts at
Big Bazaar and help me to remain loyal
through Free text message alert
Agree
May be
Disagree

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DAILY FINDINGS
The customers are not much aware of the loyalty schemes of big
bazaar or some other stores. They shop for 10,000/- or above but
they don’t want to make their profit club cards, some of the
excuses we got form them are as follows:-
1. We are not a regular customer.
2. This is a temporary shopping for me; I don’t belong to this
city.
3. Sorry dear I am already late while shopping, so doesn’t have
that much of timing to make these things.
4. Sorry dear this time I have done the shopping. So, definitely
next time I will make the card for my own benefits.
5. I don’t want to invest my money for 12months.
6. This is just a scheme to attract the customer, not worth of it.
7. Dear I don’t need of these loyalty schemes I doesn’t come for
shopping.
8. Sorry I have lot many other loyalty cards if these are valid here
then it’s okay otherwise leave it don’t want to store many
shopping cards.
9. These are the things to fool the customers; I am earning lots
of money so I don’t need it.
10. Dear I don’t have that much money so I can’t be able to
purchase these cards. If this can be redeemed in this shopping
I may think of these cards otherwise I can’t hold it for 12
months.

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SUGGESTIONS OF CUSTOMERS
WHILE DOING SURVEY
1. Stocks are out which they want at store, so the stock
should be well maintained.
2. The categories in Apparels are limited, wants something
new according to the new fashion.
3. Exchange offers which Big Bazaar offers to the customer is
not worth of it.
4. The points are not valuable according to the shopping
amount in the payback card scheme.
5. Not satisfied with the offers because they are getting the
same product at same or less price outside on traditional
retailing center.
6. Jamshedpur citizens complain about the inconvenience
they face due to the distance of store from the city.
7. The quality and taste of food is not good, it needs
improvement.
8. Fully satisfied with the T24 network outside India too they
are having the service but needs some improvement in
Jamshedpur area.

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CONCLUSION
The retail industry in India is likely to grow 15-20% every year but then
also the India fallen down 6 rank downwards in the world ranking
(Source by GRDI) just not only because of the different govt. policies
which needs some amendments but also because the Retailers are not
able to understand their customer and failed to make a strong bond
between them. The big bazaar is the top most retail industry in India
with 251 stores in 101 cities Including Rourkela Odisha recently opened
in December 2014. The customers are interested to do shopping at one
place where they get all the products from pin to fin under one roof so
they rush to the Big Bazaar. In this manner they once come in the store
then they must come again and become our regular customer, for this
the loyalty programs are offered to them. Some customers are not
aware of these loyalty programs but then also they visit the store
frequently and do their shopping which is strange to hear. Its time to
understand the customers want and to increase the sales and retention
of consumer.
References :
1. www.wikipedia.com/bigbazaar
2. Levitt,1986; Gronroos, 1994; Morgan,1994; Gummesson,1994;
Bejou et al,1998
3. 4. Retail management book, Gibson G. Vedamani
5. www.financialservice.com , www.moneycontrol.com
6. www.scholargoogle.com ,
7. www.bigbazaar.com
8. www.wikipedia.com/bigbazaar

DIFFERENT LOYALTY PROGRAMS IN BIG BAZAAR AND ITS VALUE TO THE CUSTOMER.

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