Project work customer satisfaction(1)(1)

A Study on
CUSTOMER SATISFACTION
WITH REFERENCE TO BIG BAZAR, HYDERABAD.
A Project Report Submitted in Partial Fulfillment of
The Requirements for the Award of Degree
MASTER OF BUSINESS ADMINISTRATION
Jawaharlal Nehru Technological University, Kakinada
Submitted by
M. VENKATA SAI KUMAR
Regd.No: 16F01E00A2
Under the Guidance of
Mr. D. SUBBA REDDY,
Assistant Professor
DEPARTMENT OF BUSINESS ADMINISTRATION
ST. ANN’S COLLEGE OF ENGINEERING & TECHNOLOGY
CHIRALA
2016-2018

DEPARTMENT OF BUSINESS ADMINISTRATION
ST. ANN’S COLLEGE OF ENGINEERING & TECHNOLOGY
CHIRALA
CERTIFICATE
This is to certify that the project work entitled “A STUDY ON CUSTOMER
SATISFACTION IN MARKETING” WITH REFERENCE TO BIG BAZAR,
HYDERABAD is a bonafide record carried out by M. VENKATA SAI KUMAR
(16F01E00A2) of MBA submitted in partial fulfillment of the requirements for the
award of degree of MBA of J.N.T.U.K. during 2016-2018.
INTERNAL EXAMINER
Mr. D. SUBBA REDDY,
Assistant Professor
EXTERNAL EXAMINER HEAD OF THE DEPARTMENT
Dr.R.EMMANIEL
MBA, Ph.D., MISTE

DECLARATION
I hereby declare that this project report entitled “A Study on Customer Satisfaction
in Marketing” with reference to “BIG BAZAR, HYDERABAD” has been prepared by
me in partial fulfillment for the award of Master of Business Administration under
Jawaharlal Nehru Technological University Kakinada, Kakinada. This work and that
have not submitted these results to any for the previously award of any diploma or
degree.
Place:
Date: M. VENKATA SAI KUAMR
(Regd. No.:16F01E00A2)

ACKNOWLEDGEMENT
The successful completion of any task is not possible without proper
suggestions, guidance and environment. The combination of these three factors act
like back bone to my “A Study on Customer Satisfaction in Marketing” project.
I greatly indebted to my Guide, Mr. D. SUBBA REDDY, Assistant Professor
for his valuable suggestions during my course period.
I would like to thankful to Dr. P.RAVI KUMAR, Principal, St.Ann’s College
of Engineering & Technology, Chirala for providing support and stimulating
environment.
I express my sincere thanks to my HOD, Dr. R. EMMANIEL, for timely help,
guidance and providing me with the most essential materials required for the completion
of this project work.
My special thanks to Mr. V. AKASH PATEL, Manager in “BIG BAZAR,
HYDERABAD, TELANGANA STATE”.
I find great pleasure to my PARENTS for their encouragement & co-operation.
Finally, at last but not least I thank my FRIENDS who helped me in completion of
project success.
(Regd. No.:16F01E00A2)

CONTENTS
PAGE NO.
CHAPTER-I INTRODUCTION 1-8
 WHAT IS CUSTOMER SATISFACTION
 DEFINING OF CUSTOMER SATISFACTION
 OBJECTIVES OF THE STUDY
 SCOPE OF THE STUDY
 NEED TO STUDY CUSTOMER SATISFACTION
 METHODOLOGY
 SELECTION PROCESS
 LIMITATIONS OF THE STUDY
CHAPTER-II REVIEW OF LITERATURE 9-23
CHAPTER-III INDUSTRY PROFILE AND COMPANY PROFILE 24-53
CHAPTER-IV DATA ANALYSIS & INTERPRETATION 54-76
CHAPTER-V FINDINGS SUGGESTIONS AND CONCLUSION 77-84
 CUSTOMER SATISFACTION ON QUESTIONNAIRE

CHAPTER-2
REVIEW OF
LITERATURE

CHAPTER-3
INDUSTRY PROFILE
AND
COMPANY PROFILE

CHAPTER-4
DATA ANALYSIS
AND
INTERPRETATION

CHAPTER-5
FINDINGS
SUGGESTIONS
AND
CONCLUSION

2
WHAT IS CUSTOMER SATISFACTION

3
INTRODUCTION
Marketing is fast moving and existing activity in everybody’s activates.
The sellers, distributors, advising agencies, consultants, transporters, financiers, store
agencies and every one as a consumer are part of the marketing system. Any exchange
process be it consumer goods, intermediary goods, services of ideas, comes under the
preview of marketing.
“The global business environment is buzzing with the single most important issue
of building a competitive edge by creating and retaining a large number of customers
than their foods and services. Every organization is therefore seized of the task of
establishing and sustaining its worth to the customer, who has been rendered
unpredictable by Competition.
Therefore, every business is engaged in making a continuous effort fro achieving
customer’s loyalty, which however, has not been achieved by any one in absolute
terms. But the customer is not a compromising mood to relax in his pursuit of
advantages and to realize value for his money organization therefore is devoting their
attention to prove their customer worthiness.
In short, it is the total organizational culture and brand equity, which face
challenge of other organizations so that there is a perennial struggle amongst
organization to sustain their existence in the market place.

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DEFINING OF CUSTOMER SATISFACTION
Customer satisfaction refers to the extent to which customers are happy with the
products and services provided by a business. Customer satisfaction levels can be
measured using survey techniques and questionnaires. Gaining high levels of customer
satisfaction is very important to a business because satisfied customers are most likely
to be loyal and to make repeated orders and to use a wide range of services offered by
a business.
The need to satisfy customer for success in any commercial enterprises is
very obvious. The income of all commercial enterprises is derived from the payments
received for the products and services to its external customers. Customers are the sole
reason for the existence of commercial establishments.
Since sales are the most important goal of any commercial enterprise, it
becomes necessary to satisfy customers. For customer satisfaction it is necessary to
establish and maintain certain important characteristics like:
 Quality
 Fair prices
 Good customer handling skills
 Efficient delivery
 Serious consideration of consumer complaints.
Satisfaction is the feeling of pleasure or disappointment attained from comparing
a products perceived performance (outcome) in relation to his or her expectations. If the
performance falls short of expectations, the customer is dissatisfied. If the performance
matches the expectations, the customer is satisfied. If the performance exceeds
expectations, the customer is highly satisfied or delighted.

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OBJECTIVES OF THE STUDY
 To know the customer tastes and preferences of big bazaar when they
have to shopping.
 To know the satisfaction of the customer regarding-Taste, Quality, Price,
Quantity and Package.
 To assess the expectations of customer from big bazaar.
 To assess the brand preference of the customer with reference to big
bazaar products.
 To know the factors which motivate the customer while prefer the big
bazaar.
 To know the target customers of big bazaar.
 To collect the suggestions from customers about big bazaar.
 To know what the factors are they need according to their expectations.

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SCOPE OF THE STUDY
The study helps in having an awareness of customer satisfaction towards “Big
Bazaar”. As the product had a good reputation in the market, this study will help to know
that how Big Bazaar lost their grip in Retail industry. It also helps us to increase our
practical knowledge towards marketing of a company. Marketing is taken as the
functional area as the customer satisfaction is to be taken into account.
NEED TO STUDY CUSTOMER SATISFACTION
AS customer, we benefit from insights into our satisfaction –related decision: what, why,
buy and the promotion that influences us to buy .Thus the study of costumer’s
satisfaction enables us to become wise customers.
As marketers and marketers, it is important for us to know why and how individuals
make their consumption decisions, so that we can make better strategic
marketing decisions .If marketers understand customer behaviour they are likely to
react to various informational cues and are able to shape their strategies
METHODOLOGY
Study Area:
The study is conducted in BIGBAZAAR (MPM),abids, Hyderabad.
Research Design:
The design adopted is descriptive design, Descriptive design is undertaken
because it elicits “who, what, when, where and how” a phenomenon behaves, though it
does not explain why of that particular manner.
Sampling:
Simple Random Sampling technique was adopted. Respondents were selected
randomly and questionnaires were distributed to them thus the sample size is 140.

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Method and Tool of Data Collection:
The study used a structured questionnaire which consist 15 questions. 15
questions were open ended Researcher administered the questionnaires personally to
customers. Time taken for data collection is 45 days.
Data Processing and Analysis:
A code book was prepared to ensure that the data entered on to the computer is
easy and accurate. Later the data entered onto the computer was processed using a
statistical package.
SELECTION PROCESS
Type of Objective : Descriptive
Type of data Collected : Primary
Research Approach : Survey Method
Contact Method : Individual
Sample size : 140 customers
Research Instrument : Questionnaire

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LIMITATIONS OF THE STUDY
 The following are the limitations of the study:
 This project has done only in BIGBAZAAR (abids). The conclusions drawn
cannot be expected to be valid elsewhere.
 The time frame of the study is only 45 days, which may be a limitation in the
study.
 The outcome of the project is purely based on the responses given by the
respondents.
 The responds may not be free from biased one. This becomes one of the serious
limitations in the propose study.

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CHAPTER-2
REVIEW OF LITERATURE

10
MEASURING CUSTOMER SATISFACTION
By Cinoy Ravindron
Businesses survive because they have customers that are willing to buy their
product or service. However, many times businesses fail to "check in" with their
customers to determine whether they are happy or not and what it will take to make or
keep them happy.
Customers are our best source of business information -- whether it's to improve
an existing product or service or whether you're planning to launch something new.
There's no substitution for "getting it from the horse's mouth." When you open up the
lines of communication, we are able to align your resources to best advantage, and we
often can make changes or launch products more quickly.
By talking to our customers directly, we increase our odds for achieving success;
you "mistake-proof" your decisions and work on what really matters. When you routinely
ask your customers for feedback and involve them in your business, they, in turn,
become committed to the success of your business.
Customer satisfaction data are received in a variety of methods, including:
 Feedback received in response to answers to customer complaints
 Dialogue between the customer and field executive or Management which is then
documented in a trip visit summary report.
 Industry positioning surveys
 Lost business reports
 Meetings with customers - interview sessions with questionnaires

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 Conducting survey is an effective method for measuring customer satisfaction
and achieving continues improvement in quality. There are six steps in
conducting a successful survey. They are:
 Decide on your objectives
 Determine who should complete the survey
 Develop the survey
 Administer the survey
 Analyze the results
 Communicate the results
Step 1
Decide On Your Objectives What do you want to know from the survey? Be
specific. Your objectives will form the basis from which your survey questions will be
developed. Limit your objectives to just a few. If you try to include too much, you will
make the survey too long (customers may not complete it), and you may uncover more
than you can handle (you can't respond to it).
Step 2
Determine Who Should Complete the Survey First and foremost, know who your
customers are and which are appropriate to survey! If your market is large, you may
have different segments of customers. Or depending upon the industry you may have
different levels of customers.
Also, give some thought to the number of customers you want to survey. Do you
have a few key accounts? Maybe you want to survey each of them. If you have multiple

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customers, you may have to select a sample to survey. Also, you may want to hear from
different individuals at the same customer site. Feedback from individuals other than
your direct contact may reflect problems that your contact doesn't know about and
report.
Step 3
Develop the Survey Having settled on objectives and decided what kinds of
customers you'll target, it's time to draft the survey. You'll need to formulate questions
whose answers will help you decide what needs to be changed to achieve your
objectives. The following tips may help you:
First, list potential question topics. Common service factors for which you may want to
ask customers to grade your performance and product value include:
Products: Features, Features desired, Variety, Safety, Durability, Quality,
Reliability, Documentation clarity, Documentation adequacy, Packaging quality,
Packaging convenience, Cost Employees:
Pushiness, Friendliness, Courtesy, Accessibility, Attention, Care, Competence,
Flexibility, Understanding of customer needs, Professionalism, Appearance, Effective
use of time.
Customer feelings:
Appreciated, Respected, In control, Needs and desires met
Post-sale service:
(Same list as employee features above), Order processing timeliness, Delivery
timeliness, Condition on delivery, Installation problems, Problem solving, Kept promises,
Product usefulness.

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Company perception:
Confidence, Trust, Honesty, Affection, Efficiency, Stability, Innovativeness, Brand
quality Consider what you know and what you want to know regarding customer
perception of each factor you consider to be significant. Then shorten the list to just
significant factors that you would be willing and able to work on to increase customer
loyalty or attract new customers.
Step 4
Administer the Survey You may want to contact the people you intend to survey
before hitting them with questions, and ask them if they will help you by responding.
Personification will both let the survey candidates know how important it is to you and
help you avoid irritating clients who resent surveyors.
If you are handing out survey cards to customers, be aware that research has
indicated that it's better to do it as they depart, not as they arrive. Having a list of
features to criticize during the visit makes a customer more likely to notice weaknesses.
That inspires useful feedback, but it can cost you the customer.
If you are not satisfied with the initial response rate, don't give up. Consider
supplementing the survey in another medium--for example by asking questions by
telephone or on a Web page when not enough were answered by mail.
Step 5
Analyze the Results Once your customers return the completed surveys, you are
ready to compile the data and analyze the results. In most cases, competency with a
computer spreadsheet program is all you'll need. First, you'll need to design the
spreadsheet, enter the data, and then choose the graphs to summarize the results.
These might be pie charts, bar graphs, or line graphs which are available in all of the
popular spreadsheet programs.

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Step 6
Communicate the Results After you have analyzed the data, it is time to
communicate the results to your staff and customers.
First the staff: Remind everyone that customer satisfaction is essential for
continued prosperity. Emphasize the importance of keeping the customer wants and
needs in mind whenever decisions are made--especially in product design, marketing,
and customer services.
Then the customers: Communicating survey results and resulting action is
absolutely necessary if you want to continue to receive feedback from your customers.
If they feel that the survey results do not get the proper attention, they'll be reluctant to
provide you with feedback in the future.
Get your customers involved when you can. This gives them ownership of the
issues, makes them part of the solutions and allows them to experience firsthand your
dedication in satisfying their needs. You might also want to solicit their input for your
annual goals and objectives. Then, tell them how you're doing against the goals, and tell
them frequently. That way they know that progress is being made and that you value
their opinions and their participation. Plus, it provides you with some great public
relations.
Even the best intentions in measuring customer satisfaction are subject to problems
along the way. Temptations to avoid are:
Complacency -- obtaining feedback is an ongoing process, not a one-time
event. You cannot know what your customers want if you only ask them occasionally.
Change is certain, and priorities do shift. The most successful companies are those that
can detect and respond to customer changes quickly.

15
Analysis paralysis -- when you get your feedback, don't analyze it to
death. Many corporations have departments full of statisticians to determine the
reliability and validity of the feedback; however, they never get around to doing anything
with the data. In most cases, feedback will make it obvious what you are doing well and
where you need to improve, so it's in your best interest to get started immediately.
Doing nothing with the feedback -- nothing will do more to discourage
feedback from your customers than not doing anything with their suggestions. You must
show them that you appreciate their input as well as communicate to them what has
changed as a result of their input. If they feel nothing has been done, then they think
their efforts have been wasted and will not participate further.
Failing to listen to your experts -- another valuable source of customer
information is your employees. They deal with customers constantly and often have first
hand knowledge on what the customers' "hot buttons" are. Too often employers ignore
this valuable resource. Big mistake! Talking to your employees should be one of the first
steps you take in gathering customer satisfaction data. That way you'll get a preliminary
reading on potential problem areas so that you can focus your efforts when soliciting
your customers for their feedback.

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CUSTOMER FOCUS:
Materials are supplied as per the customers order, viz.,
- Quantity.
- Variety.
- Timely dispatched.
- Type of packing.
- Transport Selection.

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SPECIAL REQUIREMENT OF CUSTOMER:
In addition to our regular products, request for special products are received. It is
the endeavor of the company to see that special characteristics are in built into the
products, to satisfy the specific requirement of the customer. Some of the special
requests are :-
- Size of end connection.
- Special packaging requirement.
- Special colours of paints used etc.
CUSTOMER GRIEVANCES:
As with the business, certain grievances would also be arising. Prompt action is
taken to remove any irritants so that grievances are reduced at the first place. Main
grievances that the unit gets are :
Supply of material at short notice period in the season. We do inform, the customers,
the minimum time required to supply the materials.
Quality related problems are very few and the reasons are
1.Quality raw materials are used.
2. Proper processes are adopted at different stages of manufacture etc.
CUSTOMER FEEDBACK:
As a part of ISO-9001:2000 system, the company collects feedback from the
customers at regular intervals. Such feedbacks are by various methods, viz.,
- By sending a standard format & collecting the data.
- From our marketing personnel, while they interact with customers during tours.
- As and when the customers visit the unit. We also send the information, such
as ACTION TAKEN, based on the feedback received from various sources.
The company receives CUSTOMER PROPERTY, such as LABLES,

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INSTRUCTION BOOKLETS which are to used before dispatching the products. The
company takes care of keeping such property, safely.
CUSTOMER
Customer Satisfaction identifies how well an organization is performing from the
customer’s viewpoint. It allows any organization to understand how their customers are
with the level of service they are providing at any point in time, and to track how
satisfaction levels change over time. It does not investigate the reasons or reality behind
the Customer Satisfaction, unlike Service Evaluation research but still provides
extremely valuable information – such as highlighting an area where service needs
improving. Tracking satisfaction levels can be particularly powerful when it
concentrates on identifying levels of satisfaction against the specific elements of service
that most matter to customers and which the organization can change; and where
possible, compare satisfaction levels across competing organizations. This can also be
used to highlight differences between customer segments, potentially identifying
segments at greatest risk.
Customer Satisfaction research is often used as part of a wider project designed
to help an organization or company improve its service provision, customer satisfaction
and customer interaction.
A variety of techniques can be used depending on the aims of the project, the
nature of the organization and the extent of the customer base but would typically

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incorporate a customer survey and may include depth interviews or focus groups in
order to more fully understand the service elements which most matter to customers,
Customer Satisfaction, by nature, is dependent on an individual’s expectations
and previous experience of service.
In order get the most out of the research for your organization, it is best for a
Customer Satisfaction research project to link to your organization’s service standards
(whether formal or informal). For example, there may be a service standard which
states that all customers should be given an appointment within two weeks of making a
request. It would be relatively easy to ascertain whether this standard was being met in
practice. But customers’ satisfaction with how quickly they receive an appointment
would need to be tested through direct research with customers.

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7 STEPS IN CUSTOMER SATISFACTION
By Adrian Thompson
It's a well known fact that no business can exist without customers. In the
business of Website design, it's important to work closely with your customers to make
sure the site or system you create for them is as close to their requirements as you can
manage. Because it's critical that you form a close working relationship with your client,
customer service is of vital importance. What follows are a selection of tips that will
make your clients feel valued, wanted and loved.
1. Encourage Face-to-Face Dealings
This is the most daunting and downright scary part of interacting with a customer.
If you're not used to this sort of thing it can be a pretty nerve-wracking experience. Rest
assured, though, it does get easier over time. It's important to meet your customers face
to face at least once or even twice during the course of a project.
My experience has shown that a client finds it easier to relate to and work with
someone they've actually met in person, rather than a voice on the phone or someone
typing into an email or messenger program. When you do meet them, be calm,
confident and above all, take time to ask them what they need. I believe that if a
potential client spends over half the meeting doing the talking, you're well on your way
to a sale.
2. Respond to Messages Promptly & Keep Your Clients Informed
This goes without saying really. We all know how annoying it is to wait days for a
response to an email or phone call. It might not always be practical to deal with all
customers' queries within the space of a few hours, but at least email or call them back
and let them know you've received their message and you'll contact them about it as
soon as possible. Even if you're not able to solve a problem right away, let the customer
know you're working on it.

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A good example of this is my Web host. They've had some trouble with server
hardware which has caused a fair bit of downtime lately. At every step along the way I
was emailed and told exactly what was going on, why things were going wrong, and
how long it would be before they were working again. They also apologised repeatedly,
which was nice. Now if they server had just gone down with no explanation I think I'd
have been pretty annoyed and may have moved my business elsewhere. But because
they took time to keep me informed, it didn't seem so bad, and I at least knew they were
doing something about the problems. That to me is a prime example of customer
service.
3. Be Friendly and Approachable
A fellow Site Pointer once told me that you can hear a smile through the phone.
This is very true. It's very important to be friendly, courteous and to make your clients
feel like you're their friend and you're there to help them out. There will be times when
you want to beat your clients over the head repeatedly with a blunt object - it happens to
all of us. It's vital that you keep a clear head, respond to your clients' wishes as best you
can, and at all times remain polite and courteous.
4. Have a Clearly-Defined Customer Service Policy
This may not be too important when you're just starting out, but a clearly defined
customer service policy is going to save you a lot of time and effort in the long run. If a
customer has a problem, what should they do? If the first option doesn't work, then

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what? Should they contact different people for billing and technical enquiries? If they're
not satisfied with any aspect of your customer service, who should they tell?
There's nothing more annoying for a client than being passed from person to
person, or not knowing who to turn to. Making sure they know exactly what to do at
each stage of their enquiry should be of utmost importance. So make sure your
customer service policy is present on your site -- and anywhere else it may be useful.
5. Attention to Detail (also known as 'The Little Niceties')
Have you ever received a Happy Birthday email or card from a company you
were a client of? Have you ever had a personalized sign-up confirmation email for a
service that you could tell was typed from scratch? These little niceties can be time
consuming and aren't always cost effective, but remember to do them. Even if it's as
small as sending a Happy Holidays email to all your customers, it's something. It shows
you care; it shows there are real people on the other end of that screen or telephone;
and most importantly, it makes the customer feel welcomed, wanted and valued.
6. Anticipate Your Client's Needs & Go Out Of Your Way to Help Them
Out
Sometimes this is easier said than done! However, achieving this supreme level
of understanding with your clients will do wonders for your working relationship.

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Take this as an example: you're working on the front-end for your client's exciting
new ecommerce Endeavour. You have all the images, originals and files backed up on
your desktop computer and the site is going really well. During a meeting with your
client he/she happens to mention a hard-copy brochure their internal marketing people
are developing. As if by magic, a couple of weeks later a CD-ROM arrives on their
doorstep complete with high resolution versions of all the images you've used on the
site. A note accompanies it which reads:
Your client is heartily impressed, and remarks to his colleagues and friends how
very helpful and considerate his Web designers are. Meanwhile, in your office, you lay
back in your chair drinking your 7th cup of coffee that morning, safe in the knowledge
this happy customer will send several referrals your way.
7. Honour Your Promises
It's possible this is the most important point in this article. The simple message:
when you promise something, deliver. The most common example here is project
delivery dates.
Clients don't like to be disappointed. Sometimes, something may not get done, or
you might miss a deadline through no fault of your own. Projects can be late, technology
can fail and sub-contractors don't always deliver on time. In this case a quick apology
and assurance it'll be ready ASAP wouldn't go amiss.

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CHAPTER-3
INDUSTRY PROFILE
AND
COMPANY PROFILE

25
Big bazaar – is se sasta aur accha kahin nahi
o Type – subsidiary of pantaloon group
o Founded – 2001
o Head quarters – Jogeshwari, Mumbai, India
o Industry – retail
o Products – department stores
o Parents – future group
o Website – http://www.bigbazaar.com

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BOARD OF DIRECTORS
 Mr. Kishore Biyani, Managing Director
 Mr. Gopikishan Biyani, Whole time Director
 Mr. Rakish Biyani, Whole time Director
 Mr. Vijay Biyani, Whole time Director
 Mr. Vijay Kumar Chopra, Independent Director
 Mr. Shailesh Haribhakti, Independent Director
 Mr. S Doreswamy, Independent Director
 Dr. D O Koshy, Independent Director
 Ms. Bala Deshpande, Independent Director
 Mr. Anil Harish, Independent Director
MAJOR MILE STONES
1987
 Company incorporated as Manz Wear Private Limited. Launch of Pantaloons
trouser, India’s first formal trouser brand.
1991
 Launch of BARE, the Indian jeans brand.
1992
 Initial public offer (IPO) was made in the month of May.

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1994
 The Pantaloon Shoppe – exclusive menswear store in franchisee format
launched across the nation. The company starts the distribution of branded
garments through multi-brand retail outlets across the nation.
1995
 John Miller – Formal shirt brand launched.
1997
 Company enters modern retail with the launch of the first 8000 square feet store,
Pantaloons in Kolkata.
2001
 Three Big Bazaar stores launched within a span of 22 days in Kolkata, Bangalore
and Hyderabad.
2002
 Food Bazaar, the supermarket chain is launched.
2004
 Central - India’s first seamless mall is launched in Bangalore.
2005
 Group moves beyond retail, acquires stakes in Galaxy Entertainment, Indus
League Clothing and Planet Retail. Sets up India’s first real estate investment
fund Kshitij to build a chain of shopping malls.

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2006
 Future Capital Holdings, the company’s financial is formed to manage over $1.5
billion in real estate, private equity and retail infrastructure funds. Plans forays
into retailing of consumer finance products. Home Town, a home building and
improvement products retail chain is launched along with consumer durables
format, ezone and furniture chain, Furniture Bazaar. Future Group enters into
joint venture agreements to launch insurance products with Italian insurance
major, generally. Forms joint ventures with US office stationery retailer, Staples.
2007
 Future Group crosses $1 billion turnover mark. Specialized companies in retail
media, logistics, IPR and brand development and retail-led technology services
become operational. 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
 2008
 Future Capital Holdings becomes the second group company to make a
successful Initial Public Offering in the Indian capital markets. Big Bazaar
crosses the 100-store mark, marking one of the fastest ever expansion of a
hypermarket format anywhere in the world. Total operational retail space crosses
10 million square feet mark. Future Group acquires rural retail chain, Aadhar
present in 65 rural locations.
AWARDS & RECOGNITIONS
2009
 CNBC Awaaz Consumer Awards 2009
 Images Fashion Forum 2009
 Coca-Cola Golden Spoon Awards 2009

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2008
 Indian Retail Forum Awards 2008
 The India star Award 2008
 Retail Asia Pacific 500 Top Awards 2008
 Coca-Cola Golden Spoon Awards 2008
 The Reid & Taylor Awards for Retail Excellence 2008
 The Reid & Taylor Awards for Retail Excellence 2008
2007
 Images Retail Awards
 National Retail Federation Awards
 World Retail Congress Awards
 Hewitt Best Employers 2007
 PC World Indian Website Awards
 Reader’s Digest Trusted Brands Platinum Awards
2006
 Retail Asia Pacific Top 500 Awards
 Asia money Awards
 Ernst & Young Entrepreneur of the Year Award
 CNBC Indian Business Leaders Awards
 Images Retail Awards
 Readers’ Digest Awards
 CNBC Awaaz Consumer Awards
 Reid & Taylor Awards for Retail Excellence
2005
 DAKS London
2004
 Images Retail Awards 2004
 Reid & Taylor and DLF Awards

30
INTRODUCTION TO BIG BAZAAR
 A chain of shopping malls in India currently with 31 outlets owned by Kishore
Biyani pantaloon group.
 Big bazaar is not just hyper market.
 Provides the best products at the best price.
 Reflects the look and feel of Indian bazaars at their moderns outlets.
 Allover India, big bazaar attracts a few thousands customers on any regular day.
MISSION AND VISION
 Future group shall deliver every thing, every where, every time for every Indian
customer in the most profitable manner.
 We share the vision and belief that our customers and stakeholders shall be
served only by creating and executing future scenarios in the consumption space
leading to economic development.
TARGET AUDIENCE
 Big bazaar targets higher and upper middle class customers.
 The large and growing young working population is a preferred customer
segment.
 Big bazaar specifically targets working women and home makers who are the
primary decision maker.
STUDY OF DISTRIBUTION AND LOGISTICS ON BIG BAZAAR
Retailing in India:
 The Indian retail industry accounts for 10% of GDP and 85% of employment.
 India is being treated as the next big retail destination with an average three year
compounded annual growth rate of 46.64%.
 The Indian economy is poised to take the third position in the world in terms of
purchasing power parity by the year 2010.

31
 The Indian retail market is a Rs. 1,200,000 million market as per the images India
retail report 2007.
 Organized retail market is zooming ahead with an annual growth rate of 30%.
 The country will have over300 malls translating to over 100 million sq. ft in
available malls pace by the end of 2007.
DIFFERENT ELEMENTS OF RETAIL MIX
 Merchandise Assortment
 Location
 Price
 Visual merchandising
RETAIL MIX CONTD
 Store Atmosphere
 Customer Service
 Advertising
 Promotion&Personal Selling
INTERNAL ATTRIBUTES
 Envelop
 Internal Layout
 Methods of Display
 Visual Merchandising
DISTRIBUTION
 It is one of the 4 Aspects of Marketing.
 Traditionally distribution has been seen as dealing with to get the Product or
Service to the Customers.
 It is done by distributor who is in the middleman between the Manufacturer and
Retailer.

32
LOGISTICS
 It is the Art and Science of Managing and Controlling the flow of Goods, Energy,
Information and other Resources like Products, Services and people from the
source of Production to the Market Place.
 Its important to have Professional logistical support.
 The operating responsibility of logistics is the Geographical repositioning of raw
materials, work in process and finished inventories where required at the lowest
cost possible
PROMOTION
 Low prices on Wednesday
 Concepts of Big days
 Promotional Offer
 SUPPLY CHAIN
 A Supply Chain is a coordinated system of organizations, people, activities,
information and resources involved in moving a product or service in physical or
virtual manner from supplier to customer.
 Supply chain activities transform raw materials and components into a finished
product that is delivered to the end of customer.

33
SUPPLY CHAIN MANAGEMENT
SWOT ANALYSISSTRENGTHS
 Better understanding of customers helping the company to serve them better.
 Vast range of products under one roof helping in attracting customer and their
family to shop together and enjoy the experience.
 Benefits of early into the retail industry.
 Diversified business operating allover India in various retail formats.
 Ability to get products from customer at discounted price due to the scale of
business.
Distributor
Whole seller
Large
retailer
Modern trade
retailer
Small retailer
C&L Agent
Factory

34
WEAKNESS
 High cost of operation due to large fixed costs.
 Very thin margin.
 High attraction rate of employees.
OPPORTUNITIES
 Lot of potential in the rural market.
 Can enter into production of various products due to its in depth understanding of
customer’s tastes and preferences.
 Can expand the business in smaller cities as there is a lot of opportunity.
THREATS
 High business risk involved.
 Lot of competitions comings up to top the market potential.
 Margin of business reducing all the firms.
INDUSTRY PROFILE
Retail industry largest industry, accounting for are 10% of the country’s GDP
and around 8% of the employment retail industry in India is at the cross roads. It has
emerged as one of the most dynamic and fast paced industry with several players
entering the market, but because of the heavy initial investment required break even is
difficult to achieve and many of these players have not tasted success so far.

35
However the future is promising; the market is growing, government policies are
becoming more favorable and emerging technologies are facilitating operations.
Retailing in India is gradually inching its way towards becoming the next boom industry.
The whole concept of shopping has altered in terms of format and consumer buying
behavior ushering in a revolution in shopping in India.
Modern retail has entered India as seen in sprawling shopping centers, multi
strayed malls and huge complexes after shopping, entertainment and food all under one
roof. The Indian retailing sector is at an inflexion point where the growth of organized
retailing and growth in the consumption by the Indian population is going to take higher
growth trajectory. The Indian population is witnessing a significant change in its
demographics.
A large young working population with average age of 24 years, nuclear families
in urban areas, along with increasing working women population and emerging
opportunities in the services sector are going to be the key growth drivers of the
organized retail sector in India.
SOME KEY FACTS:
 Retail is India’s largest industry accounting for over 10% of the country’s GDP
and around 8% of the employment.
 The market size of the Indian retail industry is about US $312 billion.
 Retailing in India is gradually inching its way towards becoming the next boom
industry.
 A large young working population with average age of 24 years.

36
INDIA’S CONSUMPTION COSMOS
During the past decade, private final consumption expenditure has been the key driver
of economic growth in India.
Governm
ent
Spending
$108billio
n
(11%)
Capital
Formation
$273 billion
(29%)
Growth
domestic
product
$973billion
Utility payments
Fuel transportation
Electricity, water
Communication
Expenditure on
medical &
education
$242 billion
Private final
Consumption
Expenditure
$592billion
(60%)
Consum
ption
Spending
$350
billion

37
The $ 350 billion consumption spending provides the single biggest business
opportunities in India and is divided into same key categories led by food, fashion and
home products.
Source –central statistical organization advance estimates, 2007-08 images
retail, mc Kinsey & co.
COMPANY PROFILE
Pantaloon Retail (India) Limited, is India’s leading retailer that operates
multiple retail formats in both the value and lifestyle segment of the Indian consumer
Food
62%
$217b
Book &
Music
1.1%
$3.9b
Telecom
1.8%
$6.3b
Leisure&
entertainme
nt
7.9%
$28b
Health,
beauty
&pharmacy
3.8%
$13.3b
Consumption
Spending
$350 billion

38
market. Headquartered in Mumbai (Bombay), the company operates over 12 million
square feet of retail, has over 1000 stores across 71 cities in India and employs over
30,000 people.
The company’s leading formats include pantaloons, a chain of fashion outlets,
Big Bazaar, a uniquely Indian hypermarket chain, Food Bazaar , a supermarket chain,
blends the look, touch and feel of Indian bazaars with aspects of modern retail choice,
convenience and quality and central, a chain of seamless destination malls. Some of its
formats include brand factory, blue sky, all top 10 stars and sitara. The company also
operates an online portal, futurebazaar.com
A subsidiary company, Home solutions Retail (India)limited, operate
Home Town, a large – format home solutions store, collection I , selling home furniture
products and ozone focused on catering to the consumer electronics segment.
Pantaloon Retail was recently awarded the international retailer of the year
2007 by the US – based National Retail Federation (NRF) and the Emerging market
retailer of the year 2007 at the world retail congress held in Barcelona.
Pantaloon Retail is the flagship company of Future Group, a business group
Catering to the entire Indian consumption space
THE FUTURE GROUP
FutureBazaar.com is owned and operated by Future Bazaar India Ltd. (FBIL).
FBIL is a part of the Future Group, India’s largest retail conglomerate. FBIL is the e-
commerce arm of the Future Group. The company was incorporated in 2006 and began
business in 2007.

39
As part of India’s largest retail chain, we enjoy the benefits of buying in bulk for
the entire group. Our aim is to get you a great range of products at great prices.
Core Competency of the business…what makes us different from others.!!
 A choice of more than 20,000 products
 Delivery across more than 1500 cities and towns in India covering around 16,000
pin codes
 Fast deliveries – tie ups with world leaders in logistics & transportation services
 A dedicated Customer Care helpline for any queries
 Always offering Manufacturer’s guarantee as opposed to Seller’s guarantee,
which most of the other online shopping sites offer
 Aggressive Prices –FutureBazaar.com has the benefit of leveraging the
sourcing network of the Future Group’s retail chains. This sourcing network
straddles a wide range of product requirements, thus being able to offer us
economies of scale thereby - unbelievable prices to it’s customers
 20.Unmatched Selection of Products and Brands – We have more than
20,000 products which creates the flexibility to offer a large range of choices to
customers. We also have partnerships with most of the brands available in the
country, which allows us to get the latest in the range to our customers. We have
been able to create some major popularity ripples with our corporate clients with
products like mobiles, electronics, laptops, MP3 players, T-shirts, Gift Vouchers
and so on.
 Seamless end-to-end Logistics Solution – We pride ourselves in having built
an end-to-end logistics solution; right from stocking, dispatching, and delivery

40
confirmation upto post-sales support. Our back-end infrastructure enables us to
service around 15000 pin codes across India.
 Dedicated Customer Care for online customers as well as corporate clients
- We have a dedicated team straddling client servicing, sourcing, logistics and
customer service for all our customers.
 "Our Brand Association" - Most importantly out parentage & association with
humungous retail brands like Big Bazaar, Pantaloons, Central and many more,
lends tremendous amount of trust & credibility to our end consumers.
About the Future Group
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, Pantaloon Retail, the group operates over 11 million
square feet of retail space in over 63 cities and towns and 65 rural locations across
India. Pantaloon Retail was awarded the International Retailer of the Year - 2007, by the
US-based National Retail Federation, the largest retail trade association and the the
Emerging Market Retailer of the Year 2007 at the World Retail Congress in Barcelona
The FutureBazaar.com Promise
Manufacturer’s warranties on all products

41
Future Bazaar sells only original products from authorized dealers; so all
applicable products carry the original manufacturer’s warranty. Customers can visit any
of the authorized service centers of the manufacturer if required. The invoice
accompanying the product is your warranty document, so please preserve it.
Guaranteed Delivery
Future Bazaar guarantees to deliver the exact product you selected, without
defects. In case you have received a different product, or if the product was damaged in
transit, please let us know and we will ensure that we replace the product or ensure that
your money is refunded. Please note that delivery times vary according to products.
95% of our deliveries take place within the committed time period. For the occasional
delays, we will contact you and update you about the status.
Secure Payments
We are committed to ensuring that no payment misuse happens, so we work with
banks and payment gateways to ensure that your information is protected. Payments
are protected both by us and by the policies of your bank, and the chances of fraud in
these channels are actually very low.
We also have a Risk Management team that scrutinizes all payments to ensure that
there are no fraudulent transactions. Our office address is also available for any one
who wishes to contact us in person. Moreover, being part of India’s largest retail
company with a presence all over India, we are omnipresent!
Our Simple 15-Day Return Policy - No questions asked!
If you have purchased something at FutureBazaar.com and the product did not
meet your expectations or does not fit your needs, then you can return the product to
us, no questions asked, as long as it is in its original packaging and accompanied by
its invoice. Just contact our Customer Care and we’ll arrange to pick up the product
from your home - simple.

42
Prompt Customer Support
Our Customer Care is manned by dedicated personnel, who can take decisions
and resolve your problems. They are empowered to solve your problems and are aware
of the processes and means to handle them. In case they cannot solve the problem at
their end, they will trigger the required action on your behalf or advise you the best
possible method to a successful fulfillment of all your queries/issues. Be assured that
when you call us, your call is being taken seriously.
Values:
 Indian ness: confidence in ourselves.
 Leadership: to be a leader, both in thought and business.
 Respect & Humility: to respect every individual and be humble in our conduct.
 Introspection: leading to purposeful thinking.
 Openness: to be open and receptive to new ideas, knowledge and information.
 Valuing and Nurturing Relationships: to build long term relationships.
 Simplicity & Positivity: Simplicity and positivity in our thought, business and
action.
 Adaptability: to be flexible and adaptable, to meet challenges.
 Flow: to respect and understand the universal laws of nature.
Mission:
We share the vision and belief that our customers and stakeholders shall be
served only by creating and executing future scenarios in the consumption space
leading to economic development.

43
We will be the trendsetters in evolving delivery formats, creating retail realty,
making consumption affordable for all customer segments – for classes and for masses.
We shall infuse Indian brands with confidence and renewed ambition.
We shall be efficient, cost- conscious and committed to quality in whatever we do.
We shall ensure that our positive attitude, sincerity, humility and united
determination shall be the driving force to make us successful.Sone Ki ChidiyaWhen the
Mughals first came to India they were drawn by the lure of her fabulous wealth - India
was known as the "Sone Ki Chidiya,"literally"TheGoldenBird". According to economic
historian Angus Madison in his book The World Economy: A Millennial Perspective,
India had the world's largest economy in the 1st century and 11th century, with a 33%
share of world GDP in the 1st century and 29% in 1000 CE. During 1700 AD, Mughal
era, India’s share was 24%, more than the whole of Western Europe. It came down to
3.8% in 1950s. Paul Kennedy, in his highly regarded book, The Rise and Fall of the
Great Powers: Economic Change and Military Conflict from 1500 to 2000 estimates that
in 1750 India's share of the world trade was nearly 25 percent. It came down to 0.5% in
the 1960s and now stands at around 1.5%The Indian economy is once again at the
centre.
Awards:
 Images Fashion Forum 2009
 Most Admired Fashion Group Of The Year - Future Group
 Most Admired Private Label - Pantaloons, the lifestyle format
 Critics Choice For Pioneering Effort In Retail Concept
Creation - Central
 Coca-Cola Golden Spoon Awards 2009
 Most Admired Food & Grocery Retailer Of The Year

44
 Most Admired Food Court
 Most Admired Food Professional
 Indian Retail Forum Awards 2008
 Most Admired Retail Company of the year - Future Group
 Retail Face of the Year - Kishore Biyani
 Best Retailer Of The Year ( Hypermarket) - Big Bazaar
 Future Group was awarded the Most Admired Retail Company of
the year by the Indian Retail Forum at a glittering ceremony
organized in Mumbai. Mr. Kishore Biyani also won Retail Face of
the Year.
 India Retail Forum (IRF) is a platform for intellectual insights and
information exchange for the retail business in the Indian
subcontinent. The forum presents the business of retail in the
region to a global audience, with the express aim of facilitating
understanding about and encouraging investment in this massive
marketplace.
 Big Bazaar, the value format of Future Group bagged the Best Retailer of the
Year
 (Hypermarket).
 The INDIASTAR Award 2008
 Food Bazaar: Best Packaging Innovation
 Food Bazaar bagged the INDIASTAR Award for Best Packaging Innovation in
India, for its private label brand Fresh And Pure Chakki Atta.

45
 INDIASTAR Award is a biennial event which aims to promote and encourage
excellence in packaging design, innovation and technology. The contest was
established in 1972 and is considered as the most popular and premier event for
India’s packaging fraternity. This year there were around 357 entries and the
participants had to submit a sample of their designs for selection.
o With this award, Pantaloon Retail (India) Limited becomes the first Indian
Retailer to win the prestigious INDIASTAR Award.
 Retail Asia Pacific 500 Top Awards 2008
 Gold Winner -Top Retailer 2008 Asia Pacific
 Retail Asia Publishing Pte, the institutor of these awards, aims to set a platform
that appraise raises and recognizes the development and growth of retailing
throughout the Asia Pacific region.
 Coca-Cola Golden Spoon Awards 2008
 Most Admired Food & Grocery Retail Visionary of the Year: Kishore Biyani.
 Most Admired Food & Grocery Retailer of the Year – Supermarkets: Food
Bazaar.
 Most Admired Food & Grocery Retailer of the Year - Hypermarkets: Big Bazaar.
 Most Admired Retailer of the Year - Dynamic Growth in Network Expansion
across Food, Beverages & Grocery: Future Group.
 Most Admired Food & Grocery Retailer of the Year - Consumer's Choice: Big
Bazaar.
 The Coca-Cola Golden Spoon Awards 2008, were given away for the first time
as a culmination of the ‘Food Forum India 2008’ - a two day convention which

46
saw the participation of leading brands, retailers & retail support organizations
from across the globe. The awards were presented to honor enterprise,
innovation and achievement in the food retailing business as a benchmark of
excellence.
 Future Ventures:
Future Ventures, seeks to promote and participate in innovative
and emerging business ventures in India. The company intends to play a role in
powering entrepreneurship, by promoting or participating in diverse business
activities, primarily in “consumption-led” sectors in the country, which it defines
as sectors whose growth and development will be determined primarily by the
growing purchasing power of Indian consumers and their changing tastes,
lifestyle and spending habits.
The company will also participate in businesses where it exercises
control or influence, and can add value as active shareholders, by utilizing the
experience and knowledge of the Future Group, and specifically its parent,
Pantaloon Retail

47
MEET INDIA'S KING OF RETAIL
 Pantaloon's Kishore Biyani has become India's largest retailer, but still has
several aces up his John Miller shirtsleeves.
 In India's chaotic markets, Kishore Biyani is the unchallenged king of retail. He
has the knack of catching rivals off-guard and striking where it hurts most.
 And now that he's set himself the task of retaining control of the largest retail
space in the country, he won't let anyone - suppliers or international promoters
included - catch him slacking.
 The latest to face the wrath of the 43-year-old is South African hypermarket
Shoprite, which opened shop in Mumbai [ Images ] last month through a
franchise agreement with local company Normal Lifestyle.
 The hypermarket began retailing products from big boys Nestle [ Get Quote ],
Unilever and Procter & Gamble at consumer discounts of 20-30 per cent, lower
than even Biyani's purchase prices in his Big Bazaar and Food Bazaar stores.
 Instead of chewing his nails, Biyani turned confrontationist, asking why the
multinationals were offering Shoprite better prices, even withdrawing Nestle
products from his stores when the company did not respond.
 Two days later the Nestle products were back, but not before the company had
clarified its stance. Says Biyani, "Shoprite is involved in predatory pricing. There
are rules against this in every part of the world."

48
 But as a result of his tough stance, the three MNCs have asked Shoprite to roll
back the offers or face withdrawal of supplies, he says.
 And he was proved right when the Kolkata Pantaloon store became a raging
success and Biyani stepped on to the turf as a super retailer.
 Other professionals have wondered where Biyani picked up the tricks of the
retailing trade. Some he learned from his own mistakes, he admits. Others he
picked up from the big boys of international retail.
 "I read every book on Sam Walton, Macy's, Marks & Spencer and management
gurus like Tom Peters whose book 'Reimaging' impressed me." Even now he
reads a management book every fortnight - Stephen Covey, Robert Kaplan or
James Collins.
 But unusual as it might seem, he also made it a point to stay away from these
stores. The reason: "By going to a Wal-Mart or a Macy's, you could get
overwhelmed into thinking that was the best model and stop learning," he says.

49
Mr.Gopikishan Biyani, whole time Director
Gopikishan Biyani is a commerce graduate and has more than twenty years of
experience in the textile business.
Mr.Rakesh Biyani, Whole time Director
Rakesh Biyani is a commerce graduate and has been actively involved in
category management; retail stores operations, IT and exports. He has been
instrumental in the implementation of the various new retail formats.
Mr. Vijay Kumar chopra, Independent Director
V.K Chopra is a fellow member of The Institute of chartered Accountants of India
(ICAI) by profession and is a certified Associate of Indian Institute of Bankers (CAIIB).
His banking career spans over 31 years and he has served senior management position
in Central Bank of India, oriental Bank of commerce, SIDBI , Corporation Bank and
SEBI.
Major Milestones
1987 Company incorporated as man wear private Limited. Launch of
pantaloons trouser,
India’s first trouser brand.
 1991 Launch of BARE, the Indian jeans brand.
 1992 Initial public offer (IPO) was made in the month of May.
 1994 The Pantaloon Shoppe – exclusive menswear Store in franchisee format
launched across the nation. The company starts the Distribution.
 1995 John miller – formal shirt brand launched.

50
 1997 Company enters modern retail with the launch of the first 8000 square feet
store, pantaloons in Hyderabad.
 2001 Three Big Bazaar stores launched within a span of 22 days in Kolkata,
Bangalore and Hyderabad.
 2002 Food Bazaar, the supermarket chain launched.
 2004 Central- India’s first seamless mall is launched in Bangalore.
 2005 Group moves beyond retail, acquires stakes in Galaxy Entertainment,
Indus League clothing and-Planet-Retail. Sets up India’s first Real Estate
investment fund kshitijti build a chain of shopping malls.
 2006 Future Capital Holdings, the company’s financial is formed to manage
over $ 1.5 Billion in real estate, private equity and retail infrastructure funds.
 Plans forays into retailing of consumer finance products. Home Town, a home
building and improvement Products retail chain is launched along with Consumer
durables format, Ezone and furniture Bazaar.
 Future Group enters into joint venture Agreements to launch insurance products
with Italian insurance, major, Generali, Forms joint ventures with US office
stationery Retailer, staples.
 2007 Future Group crosses $1 billion turnover mark Specialized companies in
retail media, Logistic, IPR and brand Development and Retail – led
technology services become Operational. 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.futurebazaar.com becomes India’s most popular shopping portal.

51
STORE STRUCTURE
STORE
MANAGER
ASSISTANT
STORE
MANAGER
DEPARTMENT
MANAGER
ASSISTANT
DEPT
MANAGER
TEAM
MEMBERS

52
DEPARTMENTS
DEPARTMENTS SUBDEPARTMENT
CLOTHING Children
Ladies wear
Men’s wear
HOME FASHION Bath linen
Kitchen linen
Table linen
Homes accessories
FASHION ACCESSORIES Jewelry
Hand bags
Sunglasses & watches
FOOT WEAR Nike
Reebok
LUGGEAGE Bags
Trolley and suitcase
PLACTICS,UTENCILS Crockery
& CROCERY Plastics
Utensils
BLUE SKY Fashion accessories

53
COMMUNICATIONS Accessories
Carrier
Hard ware
CURE & CARE Non prescription
DEPOT Books
Multimedia
Stationary
ELECTRONICS Consumer durables
Computer accessories
Personal electronics
FOOD Fruits and Vegetables

54
CHAPTER-4
DATA ANALYSIS
AND
INTERPRETATION

55
SWOT ANALYSIS OF BIG BAZAAR
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
WEAKNESS
1. Customers face delays in billing services during offer seasons
2. Big bazaar doesn’t have wide range of branded products

56
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
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

57
2. The government policies keep changing and the foreign players entering into retail
segment may cause threats
3. There are other existing players like Spencers, 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
1) How did you come to know?
ASPECTS NO.OF RESPONDENTS PERCENTAGE%
Advertising 68 49
Colleagues 10 07
Friends 54 39
Any other pls specify 08 05
TOTAL 140 100

58
Interpretation:
From the above analysis show that
 49% of people know about the Big bazaar through advertisement.
 39% of people know about the Big bazaar through friends.
 07% of people know about the Big bazaar through colleagues.
 05%of people know about the Big bazaar through different ways.
2) Is this your first visit to our store?
ASPECTS NO.OF RESPONDENTS PERCENTAGE
Yes 35 25
No 105 75
TOTAL 140 100

59
Interpretation
 25% of customers were agreeing with Yes.
 75% of customers were agreeing with No.

60
3) About how often do you shop at this big bazaar?
ASPECTS NO.OF
RESPONDENTS
PERCENTAGE
Almost every day 16 11
Once a weak 44 31
Twice a weak 65 46
Once a year 15 12
TOTAL 140 100

61
Interpretation:
 11% of customers come to almost everyday to the store.
 31% of customers come to once a weak to the store.
 47% of customers come to twice a weak to the store.
 11% of customers come to once a year to the store.
4) Did you purchase anything during your visit?
Yes 122 87
No 18 13
TOTAL 140 100

62
Interpretation:
 87% of customers were purchased.
 13% of customers were did not purchased during their visit.
5)What did you purchase during your visit?
Necessary goods 80 57
Status goods 10 07
Entertainment goods 16 12
Any other 34 24
TOTAL 140 100

63
Interpretation:
 57% of customers were purchased Necessary Goods.
 07% of customers were purchased Status Goods.
 12% of customers were purchased Entertainment Goods.
 24% of customers were purchased other Goods.

64
6) What are the reasons you come to this particular big bazaar?
Please check all that apply?
Customer service 28 20
More products 61 43
Price is better 89 63
Store layout is nicer 12 08
Convenient location 30 21
Other please specify 00 00
TOTAL 140 100

65
Interpretation:
 20% of customers were satisfied with Customer Service.
 43% of customers were satisfied with More Products.
 63% of customers were satisfied with Price Better.
 08% of customers were satisfied with layout of store.
 21% of customers were satisfied with convenient location.
 00% no one customer specified other reasons.
7) Overall, please rate the quality of service that you received
during this visit?
Very Good 33 24
Good 100 71
Poor 05 04
Very Poor 02 01
TOTAL 140 100

66
Interpretation:
 24% of customers were agreeing with Very Good Service.
 71% of customers were agreeing with Good Service.
 04% of customers were agreeing with poor.
 01% of customers were agreeing with Very Poor.
8) What are the positive aspects of the store when compared to
another store providing the same products and services?

67
Quality of Goods 71 51
Quantity of Goods 55 39
Excellent service 14 10
TOTAL 140 100
Interpretation:
 51% of customers were strongly agreeing with Quality of Goods.
 39% of customers were agreeing with Quantity of Goods.
 10% of customers were agreeing with excellent service.

68
9) How long were you in the store during your visit?
1-15 min 09 06
15-30 min 41 29
30-60 min 51 36
Above 60 39 28
TOTAL 140 100
Interpretation:

69
 06% of customers were spending 1-15 min in the store.
 28% of customers were spending above 60 min in the store.
10) Did you rate wait in line during your billing?
Yes 103 74
No 37 26
TOTAL 140 100

70
Interpretation:
 74% of customers were agreeing with “yes” statement.
 26% of customers were agreeing with “no” statement.
.
11) Please rate the cleanliness of the store?
Very clean 66 47
A little Clean 60 43
Unknowledgeable 14 10
Bad 00 00
TOTAL 140 100

71
Interpretation:
 47% of customers were satisfied with Very clean.
 43% of customers were agreeing with A little clean.
 10% of customers were agreeing with unknowledgeable.
 00% Nobody told it’s bad.
12) How easy or difficult was it to navigate through the store?

72
Very easy 59 42
Somewhat Easy 65 46
Difficult 16 12
Very difficult 00 00
TOTAL 140 100
Interpretation:
 42% of customers say, very easy.
 47% of customers say, somewhat easy.

73
 11% of customers say, difficult.
 00% of customers say, very difficult.
13) Would you like this store to colleague, friend and family?
Yes 128 91
No 12 09
TOTAL 140 100

74
Interpretation:
 91% of customers were agreed.
 09% of customers were done agreed.
14) How likely or unlikely easy to that you will return to this Big
bazaar?
Very likely 60 44
Somewhat likely 74 55
Unlikely 04 03
Very Unlikely 02 01
TOTAL 140 100

75
Interpretation:
 43% of customers were saying very likely.
 53% of customers were saying somewhat likely.
 03% of customers were saying unlikely.
 01% of customers were saying Very unlikely.
Space productivity analysis
We calculated the space productivity of three different departments they are
Kids, Home linen, Crockery. By this calculation the quantity sales been generated in
Rupee can be understood easily .It represents how effectively the retailers utilizes its
space and is usually measured by sales per sq foot of selling space or gross margin
Rupees per square foot of selling space.
Merchandise Productivity Analysis
 Category Home linen
 Total sales Rs. 6,745,45.25
 Sales % total 4.49
 Total sq ft 35000
 Sq ft % total 2.1
 Sales per sq ft 899.39
 Total GM Rs 236090.83
 GM % total 35
 Space Productivity Index 16.6


76
 Category Crockery
 Total Sales 2,75,748.85/-
 Total sq ft 350
 Sq ft % total 1
 Sales per sq ft Rs. 787.85
 Total GM Rs. 68937.21
 GM % total 25
 Space Productivity Index 25
Category Kids
 Total Sales Rs.1, 69,600/-
 Total sq ft 1600
 Sq ft % total 4.57
 Sales per sq ft Rs. 106
 Total GM Rs. 67840
 GM % total 40
 Space Productivity Index 8.75
: Analysis has been done for the period of three Big sale days only.

77
CHAPTER-5
FINDINGS
SUGGESTIONS
AND
CONCLUSION

78
FINDINGS
 On the basis of analysis, respondents given first preference to the big bazaar
products are has been reasonable price.
 On the basis of analysis, respondents have given the second preference to more
products are available at big bazaar.
 Most of the customers are choose for shop in the big bazaar.
 Most of the customers did shop once a week.
 On the basis of analysis, most of customers were purchased necessary goods in
the big bazaar.
 Nearly 71% of customers satisfy with Quality of service and goods.
 36% of the customers satisfy with the monthly offers, second place
is price, third place is service, fourth place is delivery services.
 63% of customers come to big bazaar influenced by the price is better, 43%
influenced come to big bazaar more products, 21% is convenient location, 20%
of customers said customer service, somebody told store layout is nicer.
 Nearly 37% of customers were in the store doing 0-60 min in their visit.28% of
people were doing shopping in the big bazaar above 60 min.
 ½ of the customers were accepted clean of the store, they said satisfy with
navigation of the store.
 74% of customers were waiting in line during their visit.
 Almost 92%of customers agree to recommend this store to heir colleague,
friends, and family.54% of customers want to come return to this store again.

79
SUGGESTIONS
 It has been observed from the study is that more importance is given to the
Quality of the goods and services. So that this store should not compromise on
the Quality aspects of the goods and services.
 Identification of the products is most effect able to the customers, so the should
be arrangement of products with more attention.
 Most of the customers were want to lift, so that we need develop lift.
 Recruit more number of employees in billing section.
 Introduce daily offers.
 Arrange parking place.
 People generally search for the product on offer so the high margin product
should be up fronted that means those item should be in the eye height so that
it’s easily catches customers attention and generate impulse purchase

80
Conclusion
Customer service, like any aspect of business, is a practiced art that takes
time and effort to master. All you need to do to achieve this is to stop and switch
roles with the customer. What would you want from your business if you were the
client? How would you want to be treated? Treat your customers like your friends
and they'll always come back.

81
ON
QUESTIONNAIRE
Name: Location:
Age: Occupation:
Gender :(M/F): Education:
Income: Ph:
1Q): How did you come to know?
a)Advertisement b)Colleagues
2Q): Is this your first visit to our store?
a) Yes b) No
3Q) About how often do you shop at this Big bazaar?
a) Almost everyday b) Once a week
c) Twice a month d) Once a year
4Q) Did you purchase anything during your visit?
a) Yes b) No
5Q) what did you purchase during your visit?
a)Necessary goods b)Status goods
c) Entertainment goods d)Any other

82
6Q) what are the reasons you come to this particular big bazaar? Please check all that
apply?
a) Customer service b) More products/services offer
c) Price is better d) Store layout is nicer
e) Convenient location f) Other please specify
7Q) Overall, please rate the quality of service that you received during this visit?
a)Very good b)Good
c)Poor d)Very poor
8Q) Are you satisfy with
a) The Price a) Yes b) No
b)The service a)Yes b)No
c) Monthly offers a) Yes b) No
d) Delivery service a) Yes b) No
9Q) What are the positive aspects of the store when compared to another store
providing the same products and services?
a)Quality of goods b)Quantity of goods
c) Excellent service
10Q) How would you describe the Big bazaar image?
a) Consuming goods a) yes b)No
b)Satisfaction with goods a) Yes b)No
c) Quality of goods a) Yes b)No
d) Service a) Yes b)No
11Q)About how often do you shop at this Big bazaar?
a)Almost everyday b)Once a week
c)Twice a month d)Once a year

83
12Q) How long were you in the store during your visit?
a)1-15 min b)15-30 min
c)30-60 min d)above 60 min
13Q) Did you wait in line during your billing?
a)Yes b) No
14Q) Please rate the cleanliness of the store?
a) Very clean b) A little clean
c)Unknowledgeable d)bad
15Q) How easy or difficult was it to navigate through the store?
a)Very easy b)Somewhat easy
c) Difficult d) Very difficult
16Q) Would you recommend this store to colleague, friend, or family?
a) Yes b) No
17Q) How likely or unlikely is that you will return to his big bazaar?
a)Very likely b)Some what likely
c)Some what unlikely d)Very unlikely
18Q) Please specify any other comments?
(Thank you very much)
By,
MBA

84
BIBLIOGRAPHY
 Principles of marketing : Phillip kotler
 Consumer behavior : Leon G. Schiff man
 Marketing Research : Dr.DD Sharma
 News papers : Eenadu ,Vaartha, D.C ,
: Economic times and etc.
 Advertisements : Television, Print Media.
 Web sites : www.bigbazaar.com,
: www.google.com
: www.amazon.com
: www wikipedia.org.
.

Project work customer satisfaction(1)(1)

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