A RESEARCH REPORT ON A STUDY ON CUSTOMER SATISFACTION TOWARDS BIG BAZAAR AT RAIPUR

Submitted in fulfilment for the award of the degree Master of Business Administration Chhattisgarh Swami Vivekanand Technical University, Bhilai

Submitted by, MANEESH KUMAR SAHU MBA- Semester II (Session 2011-2013)

Approved By, Dr. Sumita Dave Head Of The Department

Guided By, Dr. Souren Sarkar Sr. Associate Professor

SHRI SHANKRACHARYA GROUP OF INSTITUTION Faculty of Management Studies

Approved By AICTE (Managed by Gangajali Education Society, Bhilai) JUNWANI, BhILAI-490 020(CHHATTISGARH), INDIA

DECLARATION
I the undersigned solemnly declare that the report of the research work entitled A Study on Customer Satisfaction towards Big Bazaar at Raipur is based on my own work carried out during the course of my study under the supervision of Prof. Souren Sarkar, Faculty of Management Department. I assert that the statements made and conclusions drawn are an outcome of my research work. I further declare that to the best of my knowledge and belief the report does not contain any part of any work which has been submitted for the award of MBA degree or any other degree/diploma/certificate in this University or any other University of India or abroad.

_________________ MANEESH KUMAR SAHU ENROLLMENT NO: AI6297

CERTIFICATE
This is to certify that the work incorporated in the report A Study on Customer Satisfaction towards Big Bazaar at Raipur is a record of research work carried out by Maneesh kumar sahu my/our guidance and supervision for the part fulfillment for the award of MBA Degree of Chhattisgarh Swami Vivekanand Technical University, Bhilai (C.G.), India. To the best of my knowledge and belief the thesis i) Embodies the work of the candidate him/herself, ii) Has duly been completed, iii) Is up to the desired standard both in respect of contents and language for external viva.

___________ _________________ (Prof. Dr. Souren Sarkar) Faculty of Management Studies FMS, SSGI

ACKNOWLEDGEMENT
The project has been made possible through the direct and indirect co-operation of various persons, for whom I wish to express my appreciation and gratitude, but a complete acknoledgement would be encyclopedic. First and foremost I express my profound gratitude to my project guide Prof. Souren Sarkar for assigning me an interesting and challenging project. It is only because of his invaluable guidance and encouragement; I have dared to venture this task. If at al I have succedded, I owe it to him and I am left with a deep sense of gratitude for him. Under whos able guidances had the privilege to work and who guide me at every stage. I express my deep sense of gratitude towards Prof. Souren Sarkar, Lecturer of MBA Department, consistence guidance and morale encouragement helped me to complete the project successfully. Atlast I offer my thanks to all those people and other whose efforts and contribution had made this possible.

MANEESH KUMAR SAHU MBA II SEMESTER

TABLE OF CONTENTS Daclaration by the student Certificate by the supervisor Acknowledgement Chapter- 1. Introduction of the study Chapter-2. Objectives a) Imporatance of the study Chapter-3. Literature Review Chapter-4. Industry Profile a) About the Company b) Contribution of the study Chapter-5. Research Methodology Chapter-6. Data tabulation, Analysis and Result Chapter-7. Findings Chapter-8. Recommendations Chapter-9. Limitations Chapter-10. Conclusion References Appendices Questionnaire used 20-24 25-47 48-49 50-51 52-53 54-55 5-10 11-19 1-2 3-4

CHAPTER 1 INTRODUCTION

INTRODUCTION
As customers tastes and preferences are changing, the market scenario is also changing from time to time. Todays market scenario is very different from that of the market scenario before 1990. There have been many factors responsible for the changing market scenario. It is the changing tastes and preference of customer which has bought in a change in the market. Income level of the people has changed; life styles and social class of people have completely changed now than that of olden days. There has been a shift in the market demand in todays world. Technology is one of the major factors which is responsible for this paradigm shift in the mark. New generation people are no more dependent on haat market and far off departmental stores. Today we can see a new era in market with the opening up of many departmental stores, hyper market, shoppers stop, malls, branded retail outlets and specialty stores. In todays world shopping is not any more tiresome work rather its a pleasant outing phenomenon now. My study is based on a survey done on customers of a hypermarket named big bazaar. Big bazaar is a new type of market which came into existence in India since 1994. It is a type of market where various kinds of products are available under one roof. My study is on determining the customers satisfaction level of customers in big bazaar. This market field survey will help in knowing the present customers tastes and preferences. It will help me in estimating the customers future needs, wants & demands.

CHAPTER 2 OBJECTIVES

OBJECTIVES
To find out the buying behavior of the customers coming in to Big Bazaar in Raipur. To study the satisfaction level of customers in different attributes of Big Bazaar. To find out the customers response towards Big Bazaar.

IMPORTANCE OF THE STUDY

The study related to this topic is of great importance to me. Today in India there are so many types of Retail Stores that can be categorized as large and small scale. And the study about customers satisfaction has became important in the field of retail management. Each type of customers has his own needs & expectation from different retail stores. The features & objectives of various products and services needed to studied in order to know the extent to which they can fulfil customers objective.

CHAPTER 3 LITREATURE REVIEW

LITRATURE REVIEW

Since we are proposing a method for analyzing the dependence of overall satisfaction with a product or service on specific aspects of customer satisfaction, our review of the relevant literature will begin with a brief discussion of the extant literature on customer satisfaction.

CUSTOMER SATISFACTION Customer satisfaction is a term generally used to a measure a customers perception of a companys products and services.1 Its not a straight forward science however, as customer satisfaction will vary from person to person, depending on a whole host of variables which may be both psychological and physical. The challenge for companies in recent years has been to measure these perception.

Measurement usually makes use of a feedback survey of some kind. Customer are asked to respond to a set of questions or statement using a 4 or 5 point scale. The customer completes the survey by evaluating the service they have received in terms of their perception and expectations. Customer satisfaction is that state of mind that customers have about a company when their expectations have been met or exceeded over the lifetime of the service. The achievement of customer satisfaction leads to company loyalty and product repurchase. There are some important implications of this definition: Because customer satisfaction is a subjective, non-quantitative state, measurement wont be exact and will require sampling and statistical analysis. Customer satisfaction measurement must be undertaken with an understanding of the gap between customer expectations and attribute performance perceptions. There should be some connection between customer satisfaction measurement and bottomline results

In many businesses, customer is most fluctuating of all the environmental variables. Often customers taste and preference change very fast with changing technology. Today, he may want cheaper version of service, tomorrow he may be bothered about quality or service. Brand loyality also changes, purchasing power also changes. CONSUMER BUYING BEHAVIOR The influence of consumer buying behaviour is a complex matter as many internal and external factors have an impact on buying decisions of consumer. When purchasing a service, customers go through some steps: 1) Need Recognition 2) Information Search 3) Evaluation of different purchase options 4) Post purchase behaviour 3 Consumers are categorized on the basis of buying behaviour i.e complex buying behaviour, habitual buying behaviour, variety seeking buying behaviour, and dissonance reducing buying

behaviour.[Kotler,201,202]

Factors considering of Customer Satisfaction 1. Price 2. Service 3. Ambience 4. Product Variety 5. Product quality 6. Convenience PRICE Economist defines price as the exchange value of service always expressed in money. To the consumer the price is the agreement between buyer and seller concerning what each is to receive. Price has operated as the major determinant of buyer choice. Consumers and purchasing agents have more access to price information and price discounts. [Kotler,471]

According to Preter Drucker, customers estimate which offer will deliver the most value. Customers are value maximizes, within the bound of search cost. They form an expectation of value and act upon it. [Kotler,60] Price has a significant impact on customers buying decision. A fall in the price or services will result to an increase in the quantity of product/services purchased. Therefore, the price of a product is a factor that influences the customer buying decision, the customer will purchase rationally to optimize on his real income and also maximize his utility, price of substitutes and complementary goods play a role in customer decision making on what to buy and in what quantity. 4 Price/Cost is the most important factor while choosing any service as it desires or designates the needs and requirements. Several packages from different ISPs attract customer according to their usage. [by Bilal Ahmed]5 SERVICE Increasing competition (whether profit or non-profit) is forcing businesses to pay much more attention to satisfying customers, including by providing strong customer service. The role of customer service in the overall context of product or service development and management. AMBIENCE The word Ambience is used to refer to the level of lighting in a room which can be either the artificial one or day light. You can better understand the term when it is used in the following phenomenon: More high the ambience, brighter the projector required to be for a viewable image in the room. The word Ambience is the internal environment of Big Bazaar. Ambience includes many things like lighting, music, displays, visual merchandising and planogram etc. Now a days the Big Bazaar are giving more importance on the ambience for their business.

PRODUCT VARIETY Big Bazaar offers number of products to the customer to give them better choice for selection. Different product categories have different depth and width in merchandise offering. Besides, Pantaloons Retail India Ltd. (PRIL) has tied up with Shop-in-Shop partners in its Big Bazaar stores. Some product categories where the company does not have core competency or does not want to invest, but would attract customers are catered through these partners. Eventually, in the long run, the company may manage some of these product categories on its own as volumes grow and it develops competencies in these businesses. PRIL will be adding new product categories to its business in both Pantaloons as well as Big Bazaar stores. Gold, investment products, white goods and appliances Footwear will be the new product categories that will be added. These product categories will help in improving Walk ins into its stores and generate additional business from the existing.

PRODUCT QUALITY The collection of features and characteristics of a product that contribute to its ability to meet given requirements. Customers like touching the product and selecting it themselves before buying. The customers trust quality of the product. CONVENIENCE Convenience is the state of being able to do something easily with little effort and no hindrances. Customer satisfaction is what a business is all about. Obviously if there are no customers, there is no business. This is why it is important that we know what our customers wants or needs for them to be running customers and build loyalty. If customers feel convenient to visit Big Bazaar so its sure that he is coming to Big Bazaar again and again and Big Bazaar create such a better relationship with the customers. Today, convenience is having a location that is easy to get to. Once the customer enters the Big Bazaar store, it is important they are able to quickly find and we provide good service, not in terms of someone to wait on them, but someone to help them if they need it and no check them quickly.

CHAPTER 4 INDUSTRY PROFILE

INDUSTRY PROFILE
Retail means selling goods and services in small quantities directly to customers. Retailing consists of all activities involved in marketing of goods and services directly to consumer for their personnel family and household use. The Indian retailing industry is becoming intensely competitive, as more and more payers are Vying for the same set of customers. The major retail players are Pantaloon Retail, Shoppers Stop, Reliance, etc., Retailing is one of the biggest sectors and it is witnessing revolution in India. The new entrant in retailing in India signifies the beginning of retail revolution. India's retail market is expected to grow tremendously in next few years. According to AT Kearney, The Windows of Opportunity shows that Retailing in India was at opening stage in 1995 and now it is in peaking stage in 2006. India's retail market is expected to grow tremendously in next few years. India shows US$330 billion retail market that is expected to grow 10% a year, with modern retailing just beginning. India ranks first in 2005. In fact, in 2005 and 2006, India is the most compelling opportunity for retailers, because now India is in peaking stage.

History of retailing Retail concept is old in India. Worlds first departmental store started in Rome. Todays kirana stores are based on Manusmriti & Kautilyas arthshastra.Haats, Melas, Mandis & door to door salesmen are traditional Indian retail. Vishal Mega Mart is a retail sector, which is providing good quality of products in very reasonable price than its competitors. Retailing and wholesaling consist of many organizations designed to bring goods and services from the point of production to the point of use.

Retailing includes all the activities involved in selling goods or services directly to final consumers for their personal, non-business use. Retailers can be classified in terms of store retailers, non-store retailing, and retail organizations. Store retailers include many types, such as specialty stores, department stores, supermarkets, convenience stores, superstores, combination stores, hypermarkets, discount stores, warehouse stores, and showrooms. These store forms have had different longevities and are at different stages of the retail life cycle. Depending on the wheel-of-retailing, some will go out of existence because they cannot compete on a quality, service, or price basis.

Non-store retailing is growing more rapidly than store retailing. It includes direct selling (door-todoor, party selling), direct marketing, automatic vending, and buying services. Much of retailing is in the hands of large retail organizations such as corporate chains, voluntary chain and retailer cooperatives, consumer cooperatives, franchise organizations, and merchandising conglomerates. More retail chains are now sponsoring Diversified retailing lines and forms instead of sticking to one form such as the department store. Retailers, like manufacturers, must prepare marketing plans that include decisions on target markets, product assortment and services, store atmosphere, pricing, promotion, And place. Retailers are showing strong signs of improving their professional management and their productivity, in the face of such trends as shortening retail life cycles, new retail forms, increasing intertype competition, and polarity of retailing, new retail technologies, and many others. Wholesaling includes all the activities involved in selling goods or services to those who are buying for the purpose of resale or for business use. Wholesalers help manufacturers deliver their products efficiently to the many retailers and industrial users across the nation. Wholesalers perform many functions, including selling and promoting, buying and assortment-building, bulk-breaking, warehousing, transporting, financing, risk bearing, supplying market information, and providing management services and Counselling. Wholesalers fall into four groups. Merchant wholesalers take possession of the goods and include full-service wholesalers (wholesale merchants, industrial distributors) and limited-service wholesalers (cash-and- carry wholesalers, truck wholesalers, drop shippers, rack jobbers, producers' cooperatives, and mail-order wholesalers). Agents and brokers do not take possession of the goods but are paid a commission for facilitating buying and selling. Manufacturers' and retailers' branches and offices are wholesaling operations conducted by nonwholesalers to bypass the wholesalers. Miscellaneous wholesalers include agricultural assemblers, petroleum bulk plants and terminals, and auction companies. Wholesalers, too, must make decisions on their target market, product assortment and services, pricing, promotion, and place. Wholesalers who fail to carry adequate assortments and inventory and provide satisfactory service are likely to be bypassed by manufacturers. Progressive wholesalers, on the other hand, are adapting marketing concepts and streamlining their costs of doing business.

Evolution of Indian Retail Industry

Indian Retail Industry is standing at its point of inflexion, waiting for the boom to take place. The inception of the retail industry dates back to times where retail stores were found in the village fairs, Melas or in the weekly markets. These stores were highly unorganized. The maturity of the retail sector took place with the establishment of retail stores in the locality for convenience. With the government intervention the retail industry in India took a new shape. Outlets for Public Distribution System, Cooperative stores and Khadi stores were set up. These retail Stores demanded low investments for its establishment. International Brand Outlets, Hyper or Super markets, shopping malls and departmental stores.

About Big Bazaar

Big Bazaar is the flagship hypermarket retail chain from Future Group, having 148 stores across the country. With its motto of 'Is se sasta aur accha kahin nahin', Big Bazaar ensures that all the products are of good quality and offered at the lowest prices. Promising 'more for less', Big Bazaar, offers 1.6- lakhs massmarket product ranges that are sought by a majority of Indian consumers. It also offers a host of valueadded services. The special discounts and promotional offers, which are available at regular intervals, make the format very unique and distinct. The consumer experiences a new level of standard in price, convenience, comfort, quality and store service levels.

Big Bazaar was launched in September, 2001 with the opening of its first four stores in Calcutta, Indore, Bangalore and Hyderabad in 22 days. Within a span of ten years, there are now 148 Big Bazaar stores in 80 cities and towns across India. Big Bazaar is designed as an agglomeration of bazaars or Indian markets with clusters offering a wide range of merchandise including fashion and apparels, food products, general merchandise, furniture, electronics, books, fast food and leisure and entertainment sections.

 Food Bazaar, a supermarket format was incorporated within Big Bazaar in 2002 and is now present within every Big Bazaar as well as in independent locations. A typical Big Bazaar is spread across around 50,100 square feet of retail space. While the larger metropolises have Big Bazaar Family centers measuring between 75,000 square feet and 1,60,000 square feet, Big Bazaar Express stores in smaller towns measure around 30,000 square feet.

Most of the Big Bazaar stores are multi-level and are located in stand-alone buildings in city centres as well as within shopping malls. These stores offer over 200,000 SKUs in a wide range of categories led primarily by fashion and food products. Big Bazaar is part of Future Group and is owned through a wholly owned subsidiary of Pantaloon Retail India Limited that is listed on Indian stock exchanges.

Raipur Gets Its Largest Big Bazaar: Posted 10th Oct. 2010 * First Single Floor Big Bazaar store in East Zone * 2nd store in Raipur Raipur, October 10th, 2010: Raipur got its newest savings destination today in the form of a new Big Bazaar store at Chhattisgarh City Centre, Pandri Cloth Market, Opposite EPS office, Devendra Nagar. The new store is meant to be a mega savings and one-stop-shop destination for fashion, food, electronics, furniture, toys, luggage and home fashion needs with great deals and combo offers for the people of Raipur. This spacious Big Bazaar store is the 2nd in Raipur and the largest single floor Big Bazaar store in the East Zone. Located in the heart of the city, occupying a retail space of 60,000 sq. ft., and housed in a single floor, the product sections are huge in order to offer an extensive array of items under each category - Food, Home, Fashion, Kitchenware, Jewellery etc. to name a few. Another important feature of the store is its 20 check-out counters to facilitate the billing process. With the opening of this new store, the total count of Big Bazaar stores has reached 148 nationally.

 Expressing pleasure while inaugurating the new store, Mr. Manish Agarwal, General Manager, Sales & Merchandising (East), said, I would like to take this opportunity to thank all our patrons for the positive response and support bestowed on our earlier store. Encouraged by this overwhelming response and to keep up with the growing needs of the people, we felt the need of a modern savings destination. This new store is going to cater to all their shopping needs and surprise them not only with the range but with the best prices too. Our main objective is to provide Value for Money for each product bought at our store. He further added, Immense care has been taken on the in-store design so that people navigate at ease inside the store and we are positive that this store will provide a wholesome and complete shopping experience to the entire family. At any given point of time, customers will find an amazing array of products from the following categories Shoppers can find remarkable collection of products from the following categories Food Bazaar Includes wide range of products available in categories like Personal care, Home care, Home needs and Beauty. Apart from this, Food Bazaar provides Fresh Fruits & Vegetables. Fashion Huge options from ready-to-wear apparels right from an extensive range of T- shirts and jeans to salwar kameez dupattas to kids wear. Also, available are footwear, watches, and a host of other accessories. Kitchenware & Luggage The section consists a wide range of household items like Utensils, Plastic, Crockery and Luggage. Navaras - Amazing range of BIS certified gold and diamond jewellery including bangles, rings, pendants, jewellery sets etc.

Stylized to provide ample space to move around, the store lay out has been designed to give a very contemporary and international look with wide aisles for easy movements. Products are displayed and highlighted with customer friendly signages, lighting and fixtures to enable hassle-free shopping for all. In addition, the store has a dedicated space of live section- Kitchen, Bakery & Atta Chakki and Ready-To-Eat take-away section for people on the move. So, what are you waiting for, rush to the store today for is se sasta aur accha kahin nahin!!!!

BOARD OF DIRECTOR
Mr. Kishare Biyani Mr. Gopikishan Biyani Mr. Rakesh Biyani Mrs. Ved Prakash Arya Mr. Shailesh Haribhakti Mr. S. Doreswamy Dr. D O Koshy Mrs. Anju Poddar Mrs. Bala Deshpandey Mr. Anil Harish MANAGING DIRECTOR WHOLE TIME DIRECTOR WHOLE TIME DIRECTOR DIRECTOR INDEPENDENT DIRECTOR INDEPENDENT DIRECTOR INDEPENDENT DIRECTOR INDEPENDENT DIRECTOR INDEPENDENT DIRECTOR INDEPENDENT DIRECTOR

VALUES OF BIG-BAZAAR Indianness. Leadership. Respect & Humility Introspection Openness. Valuing & Nurturing Relationship Simplicity & Positivity Adaptability. Flow

VISION OF BIG-BAZAAR FUTURE GROUP shall deliver Everything, Everywhere, Every time for Every Indian consumer in the most profitable manner.

Contributions of this study

The purpose of this report is to provide a understanding of what factors are considered by the customers to know the satisfaction of Big Bazaar Services. To prepare the report, an extensive literature based on factors of customers satisfaction towards Big Bazaar and has been done and was found that, six factors contributes towards it, these are Price, Service, Product Variety, Product Quality, Convenience. The study focuses on the variables of customers satisfaction while . It tries to find out the impact of the variables on customers satisfaction of Big Bazaar services which is expected to making policy makers of Big Bazaar.

CHAPTER 5 RESEARCH METHEDOLOGY

RESEARCH METHODOLOGY
Research methodology is a systematic way, which consists of series of action steps, necessary to effectively carry out research and the desired sequencing to these steps. The marketing research is a process of involves a no. of inter-related activities, which overlap and do rigidly follow a Particular sequence. It consists of the following steps:

Formulating the objective of the study Designing the methods of data collection Selecting the sample plan Collecting the data Processing and analyzing the data Reporting the findings

RESEARCH DESIGN
Research design specifies the methods and procedures for conducting a particular study. A research design is the arrangement of conditions for collection and analysis of the data in a manner that aims to combine relevance to the research purpose with economy in procedure.

DESCRIPTIVE RESEARCH DESIGN

Descriptive research studies are those studies which are concerned with described the characteristics of particular individual. In descriptive as well as in diagnostic studies, the researcher must be able to define clearly, what he wants to measure and must find adequate methods for measuring it along with a clear cut definition of population he want to study. Since the aim is to obtain complete and accurate information in the said studies, the procedure to be used must be carefully planned. The research design must make enough provision for protection against bias and must maximize reliability, with due concern for the economical completion of the research study.

Data source:- The data is collected by two sources i.e.

Primary data source: - This kind of data is collected in the real time and is unprocessed and needs to be processed before analyzing it. Secondary data source: - Customers name and contact no. was taken from the different category customers. This kind of data doesnt need any kind of processing and henceforth can be utilized directly for analysis purpose. Research Design: - The research design which I have chosen is descriptive and quantitative, research instrument is structured questionnaire which was filled by businessman and salaried person, and the research type is field research and survey method which is used by me is telephonic survey.

Sample Design:-A Sample Design is a definite plan for obtaining a sample from a given
population. It refers to the technique to the procedure adopted in selecting items for the sampling designs are as below:

OBJECTIVES
To find out the buying behavior of the customers coming in to Big Bazaar in Raipur. To study the satisfaction level of customers in different attributes of Big Bazaar. To find out the customers response towards Big Bazaar.

RESEARCH PLAN
Research Design Research Method Used Research Instrument Sampling Plan Sample Size Descriptive Survey Questionnaire Simple Random 100

I used the descriptive type of research design because it describe about the satisfaction level of consumers. I used survey method because of the following reason: Survey are usually appropriate in case of social & behavioural science Surveys are concerned with hypothesis formulation & testing the of the relationship between non-manipulated variable. Survey may either be census or sample survey. They may also be classified as social economic or public opinion surveys. In surveys research design must be rigid; it must make enough provision for protection against bias & maximize reliability as the aim happens to be obtain complete & accurate information. Surveys are only concerned with condition or relationship that exist opinion that are held processes are going on.

I used questionnaire because: It is versatile. Ideas related to the problem solution can be found by asking the people. Knowledge, motivation, option & interest of the people involved can easily founded.

Demographic Characteristics of the Respondents

Age Cumulative Frequency Valid 20 20-29 30-39 40 Total 11 70 12 7 100 Percent 11.0 70.0 12.0 7.0 100.0 Valid Percent 11.0 70.0 12.0 7.0 100.0 Percent 11.0 81.0 93.0 100.0

From the table, it is found that majority of respondent in the sample is of age group 30-39 years.
Gender Cumulative Frequency Valid Female Male Total 45 55 100 Percent 45.0 55.0 100.0 Valid Percent 45.0 55.0 100.0 Percent 45.0 100.0

From the table, it is found that majority of respondent in the sample are Males..
Income Cumulative Frequency Valid 20000 20000-40000 40000-60000 60000 Total 44 35 9 12 100 Percent 44.0 35.0 9.0 12.0 100.0 Valid Percent 44.0 35.0 9.0 12.0 100.0 Percent 44.0 79.0 88.0 100.0

From the table, it is found that majority of respondent in the sample is of income group Rs. 20000-40000.

CHAPTER 6 DATA TABULATION, ANALYSIS AND RESULT

Analysis
Q. 1.1- Shopping is the main purpose for me while visiting Big Bazaar? 4 Strongly Disagree 7 Disagree 36 Neutral 24 Agree 29 Strongly Agree

4% 29%

7%
1 2 3

36%

4 5

24%

From the result it can be seen that for 4% of the respondents strongly disagree, 7% disagree, 36% are neutral, 24% agree and 29% strongly agree with the Shopping is the main purpose for me while visiting Big Bazaar

Q.1.2- Outing is the main purpose for me while visiting Big Bazaar? 5 Strongly Disagree 23 Disagree 25 Neutral 28 Agree 19 Strongly Agree

5% 19% 23% 1 2

3
4 28% 25% 5

From the result it can be seen that for 5% of the respondents strongly disagree, 23% disagree, 25% are neutral, 28% agree and 19% strongly agree with the Outing is the main purpose for me while visiting Big Bazaar

Q.1.3- I visit Big Bazaar for any other purpose? 25 Strongly Disagree 23 Disagree 27 Neutral 16 Agree 9 Strongly Agree

9%

25%
16%

1 2 3 4 5

27%

23%

From the result it can be seen that for 25% of the respondents strongly disagree, 23% disagree, 27% are neutral, 16% agree and 9% strongly agree with the I visit Big Bazaar for any other purpose

Q.2.1- I mostly purchase cloth from Big Bazaar? 8 Strongly Disagree 21 Disagree 25 Neutral 18 Agree 28 Strongly Agree

8% 28% 21%

1
2 3 4 5 25%

18%

From the result it can be seen that for 8% of the respondents strongly disagree, 21% disagree, 25% are neutral, 18% agree and 28% strongly agree with the I mostly purchase cloth from Big Bazaar

Q.2.2 I mostly purchase grocery from Big Bazaar? 19 Strongly Disagree 28 Disagree 27 Neutral 19 Agree 7 Strongly Agree

7 19 19 1 2 3 4 28 27 5

From the result it can be seen that for 19% of the respondents strongly disagree, 28% disagree, 27% are neutral, 19% agree and 7% strongly agree with the I mostly purchase grocery from Big Bazaar

Q.2.3-I mostly purchase food item from Big Bazaar? 29 Strongly Disagree 24 Disagree 17 Neutral 20 Agree 10 Strongly Agree

10
29 1 2 3 4 5 17

20

24

From the result it can be seen that for 29% of the respondents strongly disagree, 24% disagree, 17% are neutral, 20% agree and 10% strongly agree with the I mostly purchase food item from Big Bazaar

Q.2.4- I mostly purchase leather item from Big Bazaar? 29 Strongly Disagree 21 Disagree 29 Neutral 14 Agree 7 Strongly Agree

14

29 1 2 3 4 5

29 21

From the result it can be seen that for 29% of the respondents strongly disagree, 21% disagree, 29% are neutral, 14% agree and 7% strongly agree with the I mostly purchase leather item from Big Bazaar

Q.2.5- I mostly purchase electronic item from Big Bazaar? 20 Strongly Disagree 31 Disagree 16 Neutral 14 Agree 19 Strongly Agree

19

20 1 2 3 4 5 31

14

16

From the result it can be seen that for 20% of the respondents strongly disagree, 31% disagree, 16% are neutral, 14% agree and 19% strongly agree with the I mostly purchase electronic item from Big Bazaar

Q.2.6- I mostly purchase gift item from Big Bazaar? 10 Strongly Disagree 7 Disagree 24 Neutral 22 Agree 37 Strongly Agree

10 7 37 1

2
3

24

4 5

22

From the result it can be seen that for 10% of the respondents strongly disagree, 7% disagree, 24% are neutral, 22% agree and 37% strongly agree with the I mostly purchase gift item from Big Bazaar

Q.3.1- I visit Week days to Big Bazaar? 22 Strongly Disagree 21 Disagree 21 Neutral 20 Agree 16 Strongly Agree

16

22 1 2 3 4 21

20

21

From the result it can be seen that for 22% of the respondents strongly disagree, 21% disagree, 21% are neutral,20% agree and 16% strongly agree with the I visit week days to Big Bazaar

Q.3.2- I visit only weekends to Big Bazaar? 5 Strongly Disagree 14 Disagree 16 Neutral 25 Agree 40 Strongly Agree

5 14 40 16 1 2 3 4 5

25

From the result it can be seen that for 5% of the respondents strongly disagree, 14% disagree, 16% are neutral, 25% agree and 40% strongly agree with the I visit only weekends days to Big Bazaar

Q.4.1- I usually plan my shopping list while going to Big Bazaar? 24 Strongly Disagree 26 Disagree 19 Neutral 19 Agree 12 Strongly Agree

12 24 1 19 2 3 4 5 26 19

From the result it can be seen that for 24% of the respondents strongly disagree,26% disagree, 19% are neutral,19% agree and 12% strongly agree with the I usually plan my shopping list while going to Big Bazaar

Q.5.1- I prefer Cash payment in Big Bazaar? 6 Strongly Disagree 6 Disagree 12 Neutral 23 Agree 53 Strongly Agree

6 6 12 1 2 53 3 4 5 23

From the result it can be seen that for 6% of the respondents strongly disagree, 6% disagree, 12% are neutral, 23% agree and 53% strongly agree with the I prefer cash payment in Big Bazaar

Q.5.2- I prefer Credit payment in Big Bazaar? 30 Strongly Disagree 20 Disagree 29 Neutral 9 Agree 12 Strongly Agree

12 9 30 1 2 3 4 5 29 20

From the result it can be seen that for 30% of the respondents strongly disagree, 20% disagree, 29% are neutral, 9% agree and 12% strongly agree with the I prefer Credit Payment in Big Bazaar

Q.6.1- Price is the major factor for me while visiting Big Bazaar? 7 Strongly Disagree 12 Disagree 23 Neutral 27 Agree 31 Strongly Agree

7 31 12 1 2 3 23 4 5

27

From the result it can be seen that for 7% of the respondents strongly disagree, 12% disagree, 23% are neutral, 27% agree and 31% strongly agree with the Price is the major factor for me while visiting Big Bazaar

Q.6.2- Service is the major factor for me while visiting Big Bazaar? 2 Strongly Disagree 16 Disagree 25 Neutral 33 Agree 24 Strongly Agree

2
24 16 1 2 3 25 33 4

From the result it can be seen that for 2% of the respondents strongly disagree, 16% disagree, 25% are neutral,33% agree and 25% strongly agree with the Service is the major factor for me while visiting Big Bazaar

Q.6.3- Ambience is the major factor for me while visiting Big Bazaar? 18 Strongly Disagree 19 Disagree 42 Neutral 19 Agree 2 Strongly Agree

2 19 18

1 2 19 3 4 5 42

From the result it can be seen that for 18% of the respondents strongly disagree, 19% disagree, 42% are neutral, 19% agree and 2% strongly agree with the Ambience is the major factor for me while visiting Big Bazaar

Q.6.4- Product variety is the major factor for me while visiting Big Bazaar? 7 Strongly Disagree 8 Disagree 28 Neutral 35 Agree 22 Strongly Agree

22

8 1 2 3 28 4 5

35

From the result it can be seen that for 7% of the respondents strongly disagree, 8% disagree, 28% are neutral, 35% agree and 22% strongly agree with the Product variety is the major factor for me while visiting Big Bazaar

Q.6.5- Product quality is the major factor for me while visiting Big Bazaar 7 Strongly Disagree 8 Disagree 28 Neutral 35 Agree 22 Strongly Agree

6 26 10 1

2
3 25 4 5 33

From the result it can be seen that for 6% of the respondents strongly disagree, 10% disagree, 25% are neutral, 33% agree and 26% strongly agree with the Product quality is the major factor for me while visiting Big Bazaar

Q.6.6- Convenience is the major factor for me while visiting Big Bazaar? 20 Strongly Disagree 30 Disagree 23 Neutral 16 Agree 11 Strongly Agree

11 20 16

1
2 3 4 5 30 23

From the result it can be seen that for 20% of the respondents strongly disagree,30% disagree, 23% are neutral,16% agree and 11% strongly agree with the Convenience is the major factor for me while visiting Big Bazaar

Q.7.1-I am highly satisfied with the services of Sales Personnel in Big Bazaar? 12 Strongly Disagree 10 Disagree 16 Neutral 29 Agree 33 Strongly Agree

12 33 10 1 2 3 16 4 5

29

From the result it can be seen that for 12% of the respondents strongly disagree,10% disagree, 16% are neutral,29% agree and 33% strongly agree with the I am highly satisfied with the service of sales personnel in Big Bazaar

Q.8.1- I am satisfied with the Parking Space available at Big Bazaar? 8 Strongly Disagree 14 Disagree 31 Neutral 32 Agree 15 Strongly Agree

15

8 14

1 2 3 4

32
31

From the result it can be seen that for 8% of the respondents strongly disagree, 14% disagree, 31% are neutral, 32% agree and 15% strongly agree with the I am highly satisfied with the parking space available at Big Bazaar

CHAPTER 8 FINDINGS

FINDINGS
Product quality of Big Bazaar is more preferred in the Raipur city. Customers want better product quality. The factor affecting the customers satisfaction is Product quality only. Price of the products is less important factor for the customers. We can also find that 62% respondent are highly satisfied with the service of sales personnel in Big Bazaar. Customer do not prefer those product from Big Bazaar, i.e. it can be any product, but it should have better quality.

CHAPTER 9 RECOMMENDATION

RECOMMENDATIONS
The company should make efforts for further increasing the Product quality of Big Bazaar products, customers doesnt consider neither price nor service as an important factor, they are mainly concerned with the quality of the Product. So instead of investing in strategies of making price and several new product varietys of the product, company should invest in allocating maximum Product quality to all type of customers.

CHAPTER 7 LIMITATIONS
Due to time constraints, the sample size is limited and probably not enough. The data gathered may be biased in favour of the respondents Most of the respondents were reluctant to provide the relevant information Many of respondents denied from filling the questionnaire

CHAPTER 8 CONCLUSION

CONCLUSION
In accordance with the study conducted by me on the topic of A Research Report on customer satisfaction towards Big Bazaar in Raipur. I came into a conclusion that the customers maximum satisfied with Product quality in Big Bazaar. The most important thing for customer that uses the Big Bazaar Product is the quality. Why do they prefer Product quality than Price? For most customers, they want Product quality than Price because quality is the most important that the Price. Price is normally high in high quality. But customers can find some quality product in low price. If the quality is higher, it is not necessary that price may also be higher. This is the reson why most of the customers prefer Big Bazaar product.

REFERENCES
Marketing management, 11th ED. By Philip Kotler & Kevin lane Keller.

1 http://en.wikipedia.org/wiki/Consumer 2 www.pantaloonretail.in/businesses/big-bazaar.html

3 http://www.learnmarketing.net/consumer.htm 4 http://www.upublish.info/Article/Factors-Which-Influence-Customer-Buying-Decision/330998 5 http://www.galasource.com/equipment/customer-convenience/Landing.aspx 6 http://www.businessdictionary.com/definition/customersatisfaction.html 7 http://www.customerservicemanager.com/customer-satisfaction.htm 8 http://www.qualitydigest.com/sept00/html/satisfaction.html 9 http://economictimes.indiatimes.com/topic/Big-Bazaar 10 http://www.bigbazaar.org/

11 http://en.wikipedia.org/wiki/Big_Bazaar

QUESTIONNAIRE
A STUDY ON CUSTOMER SATISFACTION TOWARDS BIG BAZAAR AT RAIPUR(C.G) We are the student of Master of Business Administration at FMS, Shri Shankaracharya Group Of Institution, Bhilai. As a part of our curriculum, We are conducting a study on A Study on Customer Satisfaction Towards Big Bazaar at Raipur(C.G.). The data will be used exclusively for academic purpose only, without disclosing your identity. We would be grateful to you for your candid responses. Please mark a tick () in your preferred box.

SECTION A
Strongly Disagree Neutral Strongly Agree

1.1 1.2 1.3

Shopping is the main purpose for me while visiting Big Bazaar Outing is the main purpose for me while visiting Big Bazaar
I visit Big Bazaar for any other purpose.

1 1 1

2 2 2

3 3 3

4 4 4

5 5 5

2.1 2.2 2.3 2.4 2.5 2.6

I mostly purchase cloths from Big Bazaar I mostly purchase grocery from Big Bazaar I mostly purchase food item from Big bazaar I mostly purchase leather item from Big Bazaar I mostly purchase electronic item from Big Bazaar I mostly purchase gift item from Big Bazaar

1 1 1 1 1 1

2 2 2 2 2 2

3 3 3 3 3 3

4 4 4 4 4 4

5 5 5 5 5 5

3.1 3.2

I visit Week Days to Big Bazaar I only visit in Weekends to Big Bazaar

1 1

2 2

3 3

4 4

5 5

4.1

I usually plan my shopping list while going to Big Bazaar

5.1 5.2

I prefer Cash payment in Big Bazaar I prefer Credit payment in Big Bazaar

1 1

2 2

3 3

4 4

5 5

6.1 6.2 6.3 6.4 6.5 6.6

Price is the major factor for me while visiting Big Bazaar Services are the major factor for me while visiting Big Bazaar Ambience is the major factor for me while visiting Big Bazaar Product variety is the major factor for me while visiting Big Bazaar Product quality is the major factor for me while visiting Big Bazaar Convenience is the major factor for me while visiting Big Bazaar

1 1 1 1 1 1

2 2 2 2 2 2

3 3 3 3 3 3

4 4 4 4 4 4

5 5 5 5 5 5

7.1

I am highly satisfied with the services of Sales Personnel in Big Bazaar

8.1

I am satisfied with the Parking Space available at Big Bazaar

SECTION B 1. Please provide the following details which would help in supporting our research. The information will be keep strictly confidential and for the purpose of analysis only. Please tick the appropriate option.
PERSONAL DETAILS 10.1 Name 10.3 Gender 10.5 Profession 10.5 Since, how long have you been visiting in the Big Bazaar Male Female 10.2 10.4 10.6 Age Annual Income Qualification < 1 yr 1-3 yrs 3-5 yrs 5-10 yrs > 10 yrs <20 20-29 30-39 40

<20,0 20,000- 40,000- 60,00 00 40,000 60,000 0

Thank you for your contribution

Mahendra Bulani MBA II Sem FMS, SSGI, Bhilai(C.G.)