DECLARATION

I Miss Surfia Khatun Student of BBA Declare that this project report is
prepared by me& not been previously formed for any award, diploma or
any other degree in Goa University or else where

COURSE: BACHELOR OF BUSINESS ADMINISTRATIVE

COLLEGE: S.S DEMPO COLLEGE OF COMMERCE & ECONOMICS
(Affiliated to Goa University, Goa)

Signature:___________

Date:_____________

ACKNOWLEDGEMENT

In my field of education I have been successfully able to complete my internship program

which is a part of my course line. Hence I would like to take this opportunity to thank all
those who have helped me in achieving success.
Firstly I would like to thank our principal Mrs. Radhika Naik for approving & giving me this
opportunity to take training at Big bazaar, Margao. I would also like to thank our course
coordinator Mrs. Shweta Pinto for her kind support. Besides, we sincerely acknowledge Mrs.
Sharmila Swami for her hard work. She has been a guide not only for our training but for this
entire academic year.
I would like to express my sincere gratitude to Mr. Abhishek, who has provided me all the
necessary information required.

CONTENTS

Executive Summary
Objective of the study
Scope of the study
Introduction
Introduction about the company
Target customers
Strategy
Retail industry
Indias fast growing apparel industry
Layout chart of big bazaar
Indias consumption cosmos
SWOT Analysis
Data collection
Data analysis and data interpretation
Findings
Suggestions
Conclusion
Limitations
Learning

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EXECUTIVE SUMMARY

The study shows customers buying pattern with Big Bazaar in the Goan outlet. It provides
guideline for the further research for the outlet. The study rate of customer satisfaction level
with Big Bazaar. The research is also important to identify market size, growth and market
potential of Big bazaar. The research shows future scenario of big bazaar in current
perspective. The study shows Opportunities and challenges for big bazaar with respect of
internal and external environment. Research says about main competitor in the field of
organised sectors. The study provides guideline to further extension of big bazaar in Goa. The
study also provide help to know the customer satisfaction with the big bazaar store in Goa.

OBJECTIVE OF THE STUDY

1. To find out the buying behaviour of the customers coming in to Big Bazaar.
2. To determine the current status of Big bazaar.
3. To Study the satisfaction level of customers coming to Big Bazaar.

SCOPE OF STUDY

The scope of the research is to identify the buying behaviour of customers of Big bazaar. This
research is based on primary data and secondary data. The study only focuses on urban
buying behaviour of customers. The study does not say anything about rural buying
behaviour of customer. The scope of research is limited to the Goan Outlet of Big Bazaar.

INTRODUCTION
As customers tastes and preferences are changing, the market scenario is also changing from
time to time. Today's 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
customers changing tastes and preference 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 today's
world. Technology is one of the major factors which is responsible for this paradigm shift in
the market. Today's 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, shopper's stop, malls, branded retail outlets and specialty
stores. In today's world shopping is not any more tiresome work rather it's 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 in to existence in India since 1994. It is a type of
market where various kinds of products are available under one roof. But the store located at
Margao has only one category available in it that is Apparel section. y study is on determining
the customer's demand for big bazaar and the satisfaction level of customers in big bazaar.
My study will find out the current status of big bazaar. This market field survey will help me
in knowing the present customers tastes and preferences. It will help me in estimating the
customer's future needs and wants.

INTRODUCTION ABOUT THE COMPANY

BIG BAZAAR
Big Bazaar is a chain of hypermarket in India. As of June 2, 2012 there are 214 stores across
90 cities and towns in India covering around 16 million sq.ft. of retail space. 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.
Big Bazaar is part of Future Group, which also owns the Central Hypermarket, Brand
Factory, Pantaloons, eZONE, HomeTown, futurebazaar.com, KB's Fair Price to name a few
and is owned through a wholly owned subsidiary of Pantaloon Retail India Limited.
Pantaloon Retail India Ltd (PRIL) has emerged as the leading retailer in India with its chain
of Pantaloon, Big Bazaar and Food Bazaar stores. With the right mix of management
capabilities, high growth product profile, well-developed strategy and extensive IT and
logistics capabilities, PRIL has ensured rapid growth. More importantly, while most
organized retailers are struggling to be in black, PRIL has demonstrated a consistent track
record of profitable growth.
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 161 Big Bazaar stores in 90 cities and towns across India.
Big Bazaar was started by Kishore Biyani, the Group CEO and Managing Director
of Pantaloon Retail India. Though Big Bazaar was launched purely as a fashion format
including apparel, cosmetics, accessory and general merchandise, over the years Big Bazaar
has included a wide range of products and service offerings under their retail chain. The
current formats includes Big Bazaar, Food Bazaar, Electronic Bazaar and Furniture Bazaar.

OUR PROMISE

We consider our duty to keep our customers in mind at every step.

We go that extra mile and buy directly from the source and in bulk so that we can get
the best rates.

We keep our margin low, so that we can offer you the best price on products that are
of outstanding quality. This we believe is the true value and service that you, our
customers will appreciate.

With your support, it shall be our effort to further reduce the prices, once our volumes
increases.

OUR GUARANTY
We guarantee the exchange of any product that you have bought from Fbb and are not
satisfied with, you can return the same with cash memo with in 15 days of purchase.

OBJECTIVE OF BIG BAZAAR

To make India Little more stylish

TARGET CUSTOMERS
Big Bazaar targets higher and upper middle class customers because there has been growth
in Indian middle class that has so far been used to buying apparel and groceries from small
and cluttered neighborhood market shops is fast realizing the joys of visiting malls that have
redefined the freedom to shop and entertain. Such malls are the new temples of leisure and
weekend entertainment. India National Council for Applied Economic Research estimates
that the nation middle class population currently comprises about 17 million households 90
million people with annual earnings ranging between $4,500 and $22,000 .An additional
287 million could be termed as aspirers or those that hope to join the middle class in the
near term. Rising incomes, particularly in the lower and middle-income households, are
impacting retail growth in India as these groups tend to spend more on upgrading and
diversifying their lifestyles, eating out and moving on to processed and convenience foods.
TARGETING YOUNG WORKING CLASS
The large and growing young working population is a preferred customer segment for Big
bazaar. These young people are early adopters of most modern product lines.
10

The ongoing boom in sectors such as information technology and business process
outsourcing has created a clientele with high disposable income and a increased demand for
lifestyle merchandise such as watches, cosmetics and perfumes. This is a much-travelled
and brand-savvy urban population. Interestingly, an estimated 40-50% of the Indian
working woman salary is spent on apparel and footwear. Eating out, mobile phones and
accessories make up the other leading spending options. Big Bazaar specifically target
young, working professionals, home makers who are primary decision maker.
SERVICES
Big Bazaar provides a wide range of services to its customers like Trial
rooms , security, baggage counter so that one could shop easily.
They even provide them with after sale services. They always have their
outlets in such a location where it is easy to commute.
They have also given major emphasis to convince for customers in which
layout has played a major role. The layout of the store is so effective that
customers find their way out of what they want. Big Bazaar provides good
employee service i.e their salesmen are always redy to provide help.
Employee service is often neglected as part of good retail marketing but
customer and employee interaction can be used as the significant tool for
retail marketing.

STRATEGY
According to Kishore Biyani's 3-C theory, Change and Confidence among the entire
population is leading to rise in Consumption, through better employment and income which
in turn is creating value to the agricultural products across the country. [4] Big Bazaar has
divided India into three segments:
i. India one: Consuming class which includes upper middle and lower middle class (14% of
India's population).
ii. India two: Serving class which includes people like drivers, household helps, office peons,
liftmen, washermen, etc. (55% of India's population) and
iii. India three: Struggling class (remaining 31% of India's population).

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While Big Bazaar is targeted at the population across India one and India two segments,
Aadhaar Wholesale is aimed at reaching the population in India three segment. With
this, Future Groupemerged as a retail destination for consumers across all classes in the
Indian society.
DIVERSITY OF PRODUCT RANGE WILL ENSURE PROFITABLE VOLUME
GROWTH
To achieve better return on retail space, PRIL uses certain product categories as margin
managers and certain product categories to generate traffic. The food and groceries business
will act as key volume growth driver while high share of apparel (which account for over
80% sales in Pantaloon Stores and 40% in Big Bazaar) will enable PRIL to maintain high
margins. The management has demonstrated its ability to improve stock turnovers in both the
formats successfully, which has enabled significant margin improvement.
FULLY INTEGRATED VALUE CHAIN AND OWN LABELS GIVE COMPETITIVE
EDGE
PRIL has a completely integrated value chain in apparels from fabric manufacturing to
apparel manufacturing, branding, distribution to retailing. The company controls the total
value chain from yarn to apparel retailing hat gives a competitive edge in terms of speed of
delivery, lower inventory carrying costs and better realizations. Also, large part of
PRIL'sapparel revenues comes from own private labels. PRIL has developed significant
competencies in apparel branding over a period of time and has developed own labels (John
Miller, Shrishti, Bare, Annabelle, AFL) in all the apparel product categories. Worldwide,
private labels give higher margin to retailers than the national brands. Also growth of private
labels is faster as retailer controls shelf space and visibility. Other initiatives such as faster
turnover of stocks by introducing 6 seasons in a year (against 2 earlier) has helped in bringing
down inventory levels and at the same time providing wider choice to customer and
improving frequency of customer visits.

HIGH SCALABILITY OF BUSINESS MODEL - MULTIPLIER EFFECT WILL SET

IN
Size and scale drive economies on procurement and lower logistics costs, which enables a
retailer to deliver better value to customers. The hyper-market format has much higher
scalability as compared to the pure apparel retailing format. Also, the potential to expand and
scale is virtually unlimited in the food & grocery segment, where efficiencies improve
dramatically with scale as the multiplier effect sets in. Food constitutes the largest
expenditure item (estimated at over 50%) of an average
Indian's monthly personal expenditure. However, the share of modern retail formats in the
Rs6700bn Food & Grocery market is a minuscule 0.3%, revealing the high growth potential
in the segment.

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NEW PRODUCT CATEGORIES AND INNOVATIVE TIE-UPS TO AID

GROWTH
PRIL offers large 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,
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.
Shop-in-Shop partners typically pay a fixed rental for their space and share a part of their
profits. By expanding the range of product offerings and retail formats, PRIL today has been
able to target a much larger share of the consumer's basket (about 70% as against less than
8% in 1994).
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 In's into its stores and generate additional business from the existing categories too.
COMPETITION FROM GLOBAL PLAYERS WOULD POSE A MAJOR THREAT
Most global retailing majors have been keen on entering into the huge untapped Indian
market. However policy restricts Direct Foreign Investment in the sector. There is a high
likelihood of the Government lifting restriction on FDI into the retail sector in the near future.
Entry of these foreign giants - with significant experience and skills in retail management
would increase competition for PRIL. However, we believe that given the widely dispersed
and heterogeneous nature of Indian markets, a foreign entrant would find it extremely
difficult to establish a national presence. Pantaloon with its early mover advantage and
understanding of local markets is well entrenched to retain high customer share.

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RETAIL INDUSTRY
The indian consumer could well be crowned king with all economic indicators in the right
place. Queuing up for the coronation ceremony are a multitude of global companies that are
looking at india as the next consumer market powerhouse. And it seems to be the retail sector
that will give the desi consumer royal status.

In this study i will try to find out the present scenario of retail market in india. This project
will give focus on the global scene to retail industry and what will drive the growth of
industry in the future.

Retailing is the final step in the distribution of merchandise, the last link in supply chain connecting the bulk procedures of commodities to the final consumers.

Retailing in india is thoroughly unorganised. There is no supply chain management

perspective. According to a survey b y at kearney, an overwhelming proportion of the rs.
400,000 crore retail market is unorganised. In fact, only a rs. 20,000 crore segment of the
market is organised.

From a size of only rs.20,000 crore, the organised retail industry will grow to rs. 160,000
crore by 2005. The total retail market, however, as indicated above will grow 20 per cent
annually from rs. 400,000 crore in 2000 to rs. 800,000 crore by 2005

INDIAS FAST-GROWING APPAREL MARKET

Indias apparel market is in the throes of change. Rapid growth and rising urbanization have
spawned a new class of consumers with more money to spend, and a growing passion for
fashion. In Indias high-growth, fast-changing retail clothing market, we see significant new
growth opportunities for foreign and domestic players.
Indian apparel sales are expected to reach an estimated $25 billion this year, having grown in
excess of 10 percent over the past 5 yearsa growth rate faster than that of the overall India
retail marketand the trajectory is expected to continue [Exhibit 1]. In India, apparel is the
second largest retail category (behind food and groceries), representing approximately 10
percent of the total market. This growth is being driven by a number of factors:

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Increase in disposable income: By 2005, 21 million of Indias 210 million

households already earned more than $4,000 a year, qualifying them for membership in
what we call the consuming class. Based on McKinsey research, by 2015 the number of
consuming class households will likely triple to 64 million.

New occasions: As the lifestyles of Indias prospering urban consumers have evolved,
their clothing needs have broadened, reflecting more varied usage occasions. For men,
clothing choices once came primarily in three basic categories: home-wear, work clothes,
and special occasionwear. Now, with more socializing opportunities, men are buying
more sophisticated combinations of outfits: party wear, sports wear, clothes for hanging
out at the mall. Not long ago, for example, men from Indias northern regions only
required a good dark suit or Sherwani, the traditional long coat, to cover big occasions and
important celebrations. But over the past several years, men have begun to supplement
those staples with expensive Westernstyle jackets, and collared shirtssome in funky
patterns and cut for a night on the town, others in stripes or checks for casual meetings
with important business associates. Today, Indians are more inclined than consumers in
other markets to buy apparel for a specific purpose. Indeed, 38 percent of Indian
respondents to a recent McKinsey study said they were highly likely to buy apparel for
special eventsa significantly higher proportion than in Brazil (5 percent), Russia (3
percent) or China (6 percent).2 Family celebrations and weddings continue to eat up an
enormous share of Indian consumers clothing budgets.

Growth in the womens segment: Historically, the mens apparel market in India has
been significantly larger than the womens apparel market. With only 20 percent of Indias
urban women in the workforce, womens wardrobes have traditionally been limited to
home wear and items for special occasions. Now, women are more willing to dress
differently when they venture beyond the hometo shop, for example, or visit a school or
office.

Fashion increasingly a form of self-expression: Increasingly, Indian consumers are

embracing the idea of fashion for its own sake, as a means of self-expression, and not
merely as a functional purchase. Television, movies, advertising and the Internet bombard
todays Indian consumer with new ideas about style, even as American-style shopping
malls lure them away from traditional marketplaces. Traditional clothing remains central
to the way consumers dress, and the quality and craftsmanship of classic Indian clothing
have drawn rave reviews in recent years from some of the worlds leading designers, style
magazines, and fashion blogs. In a recent McKinsey survey of Indian consumers, 62
percent said they thought it was important to keep up with trends. More than ever,
Indian consumers are experimenting with combining styles, as seen in the recent Indofusion, boom, which mixes the silhouettes of the East with the comfort cut of the West.

Over the next five years, we expect this growth to continue and the size of the market to
nearly double. The increase will come partly from continued gains in disposable income, but
its not just that Indians have more to spend. As they prosper, Indian consumers will naturally
continue to spend more of what they earn on what they wear. but the figure is often
significantly higher in emerging markets. Besides continued momentum from the trends
mentioned above, we see two additional forces that will inject further growth into Indias
apparel sector:

Further urbanization and the comparative youth of Indias population. At

present, just 29 percent of Indias population resides in cities, among the lowest
15

urbanization rates of any nation in the world. But that has been changing. Over the
next 20 years, we expect the number of Indians living in cities to grow by 300 million,
where they will don new styles and fashions to match new lifestyles. A large percentage of
these new city dwellers will be in their twenties, and making first-time choices for whole
categories of clothing items including denims, shirts, and even shoes.
Continued rise of organized retail. Large, branded store chains where products
are systematically stocked and displayed, will speed the transformation of consumer
preferences. For now, organized retail accounts for less than 20 percent of all Indian
apparel purchases

A LAYOUT CHART OF BIG BAZAAR LOCATED AT MARGAO

HELP DESK
LADIES JEANS, T-SHIRT AND TOPS
SALWAR KAMEEZ, KURTA AND CHUDIDAR
LADIES INNERWEAR AND NIGHTWEAR
KIDS ASSOSORIES
DRESS MATERIALS
INFANT APPEREL AND UTILITIES
GIRLS WEAR
BOYS WEAR
OCCASION WEAR- ETHNIC, PARTY AND SUITS
MENS- SHIRT AND TROUSERS
MENS JEANS AND T- SHIRTS
WOOLEN CLOTHS FOR KIDS
WINTER WEAR
CASH COUNTER
TRIAL ROOM
GIFT WRAP CONTER
DESCRIPTION
Help desk - the help desk is located in a place where everyone has their
first sight that is in front of the entrance. This shows that when a person
enters in to big bazaar it can get all information about the stores of big
bazaar from the person sitting in the help desk. Help desk uses paging
service as a tool for the convenience of its employees and customers.
Ladies section- ladies section is in the extreme left side. The ladies section
is segregated in to seven parts. Ladies section starts from ladies jeans, tshirt and topssalwar kameez, kurta and chudidar, ladies innerwear and
nightwear respectively. Here the price of the apparel ranges from rs99 to
rs1000 approx.
Kids section - the kids section is located just at the left corner of the
entrance of big bazaar. In the kid's section kid's accessories like diapers,
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suckers, water bottles are available in one part. Kid's jackets and baba
suits are available in another part. Kids casual wear (jeans and shorts) are
placed in one part of it and infant shirts & t-shirts are also placed in
another part. The apparels are available at a price of Rs. 199 onwards.
Mens section - next to it is the men's section that is in the extreme left. It
is divided in to five parts. At one part men formal shirts are available. In
other parts men trousers, mens- shirt and trousersmens jeans and tshirts, winter wear is available
Cash Counter - The cash counter is located just near the exit
Telephone
1.8%

Consumer durable

Entertainment
7.9%

4%
Furniture
3.4%

INDIAN CONSUMPTION COSMOS

During past decades

Fashion private final consumption expenditure has been the
9.5%
key driver economic
growth in India.
Health beauty $
Pharama

3.8%
Food 62%

Book & music

1.1 %

Con
$3

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SWOT ANALYSIS OF BIG BAZAAR

A SWOT analysis is done to know the strengths, weakness, opportunities and threats of any
company. This analysis will explain about tieshe strengths, weakness, opportunities and
threats of Big bazaar.

STRENGHTS

Large variety option

Cheap price
Volume sales

WEAKNESS

Lacks in branded products

Low product quality
Unable to provide enough parking space to its customers

OPPORTUNITY

To open up more number of Big bazaars in different cities of Big Bazaar

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To grab the rural market

To bring in the customers of other retail outlet by dealing with branded products
Add more products to its product category

THREAT

Opening up of other discounted stores like Vishal mega mart

Convenience of customers to nearby local stores
Availability of products in other retail outlets

DATA COLLECTION
AND
DATA ANALYSIS AND INTERPRETATION

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DATA COLLECTION
Data can be classified under two categories depending upon the sources utilized.
These categories are,
i.
ii.

Primary Data
Secondary Data

DATA COLLECTION
Data is collected by using various methods. For the purpose of filling the objective of the
study and for completing the Research project report, both primary and secondary data
collected.
PRIMARY SOURCES
QUESTIONNAIRE
Keeping in view the objective of study a questionnaire was made with 17 questions each. All
questions were small in size and arranged logically. The language is simple and
understandable.
INTERACTION
Information was also obtained by conversation with the customers and the staff members.
SECONDARY DATA
The second information is taken from company document available on websites. The other
related journals information and industry associations sites have also been viewed.

SAMPLING DESIGN
With the objective set, a sample study was conducted in Goa, Fashion at Big Bazaar, the
Margao store.
SAMPLE SIZE:
100 Consumers contacted during this research work.
COLLECTION OF QUESTIONNAIRE
Sufficient time was given to the respondents to answer the questionnaire. The questions were
purposely kept short so that people coming in for shopping does not get disturbed.

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ANALYSIS

I have done a market field survey on big bazaar. I have surveyed 100 respondents in Goa who
come to visit Big bazaar. A specific questionnaire is prepared for the customers and data is
obtained from them by moving around big bazaar and personally interacting with them. The
customers gave me valuable information regarding their consumption pattern in big bazaar. I
collected all those information and a proper analysis is done.
All the analysis and its interpretation are discussed below. Each of the analysis is done as per
the information obtained from the customers and a serious interpretation has been done to the
best of my effort.

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1. GENDER
Male

40 %

Female

60 %

male

female

40%
60%

ANALYSIS: In the above Pie chart majority of the people who come to Big bazaar are
females and 40% respondent were male.
INTERPRETATION: From the above data I can interpret that woman plays a important role
in shopping and it was also observed that mostly the male came to shopping with the spouse.

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2. WHICH CITY DO YOU COME FROM?

Margao
Ponda
Panjim
Vasco
Any other

69 %
14 %
2%
2%
13 %

city
margao

ponda
2%
2%

panjim

vasco

any other

14%

13%
69%

ANALYSIS: The above diagram shows number of people coming to Big bazaar from
different localities. 69% being the highest number of people from Margao than 13% of people
from Ponda. Equal number of people 2% each from Panjim and Vasco and 14% of respondent
from other cities of Goa
INTERPRETATION: From this I interpret that the maximum number of people who come
for shopping in Big bazaar are from the same location where Big bazaar is located. It was
also observed that maximum number of people from Ponda and Panjim were unaware about
Big bazaar in Margao. Big bazaar should try to advertise more in Ponda and Panjim so that
people are aware of the store.

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3. CUSTOMERS MONTHLY INCOME

Higher income group
Middle income group
Lower income group
No income group

9%
16 %
34 %
41 %

INCOME GROUP
higher income group

middle income group

lower income group

no income group

9%
41%

16%

34%

ANALYSIS: The Above diagram shows the distribution of income level of customers
coming in to Big bazaar. Among 100 respondents 34% of customers are from lower
income group that is between Rs. 10000- 40000 per month. Least number of
customers visiting Big bazaar are the higher income level people (above 60000) that
constitute only 9%. The middle income level of people coming to Big bazaar
constitutes of 16 %. 41% of people belong to no income group which mostly consist
of students and college students.
INTERPRETATION: Big bazaar is the hub of shopping for lower income group
people because of its reasonable price on its products. The Higher income level group
people dont prefer to do shopping in Big bazaar as it does not deal with branded
products. The higher level income group people are very status conscious and their
psychology is such that they dont prefer much to visit Big bazaar as it is a
discounted store. Hence Big bazaar should include branded products which will
encourage higher income group people to come to Big bazaar.

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4. CUSTOMERS VISIT BIG BAZAAR

Weekly
Monthly
Quarterly
On unplanned basis

8%
33 %
14 %
45 %

weekly

monthly

quaterly

unplanned basis

8%
45%

33%

14%

INTERPRETATION: From this I interpret that in Big bazaar 45 % customers visit

on unplanned basis, 33% customers visit monthly, 14% customers visit Quarterly and
8% customers visit weekly, it means mostly customer visit monthly or on unplanned
basis for shopping.

5. APART FROM BIG BAZAAR VISIT RETAIL OUTLET

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Yes
No

88 %
12 %

100
90
80
70
60
50
40
30
20
10
0

yes

no

INTERPRETATION: From this I interpret that 88% customers of Big bazaar visit
other retail stores for shopping and 12% customers of Big bazaar generally do not
visit other retail stores. It shows that customer satisfaction level is less than an
average in Big bazaar.

6. PURPOSE BEHIND VISITING BIGBAZAAR

Shopping
Outing

65 %
2%
26

Both

33 %
shopping

outing

both

33%
65%

2%

ANALYSIS: Out of 100 respondents 65% of respondents visit Big bazaar for
shopping, 2% for outing and 33% visit Big bazaar for both purpose.
INTERPRETATION: From this I interpret that Big bazaar is purely a shopping
complex but it also facilitates a certain kind of ambience and decorum to the people
that they also visit it for the purpose of outing. People enjoy shopping in Big bazaar.

7. EXPENDITURE PATTERN AT BIG BAZAAR

Below Rs. 500
Rs. 500 1000
Rs. 1000- 1500
Rs. 1500- 2000

2%
35 %
36 %
15 %
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More than Rs. 2000

12 %

below Rs. 500

Rs. 500 - 1000

Rs. 1500- 2000

More than Rs. 2000

12%
15%

Rs. 1000 - 1500

2%
35%

36%

ANALYSIS: We can clearly see from this graph that majority of the customers spend
on average in Big bazaar that is 36% of people spend in the range of Rs. 1000- 1500
in a single visit to Big bazaar. Slightly less than the majority number of people that is
35% of people spend Rs. 500- 1000. 15% of people spend Rs. 1500-2000 in Big
bazaar and 12% of people spend more than Rs. 2000 on a single visit whereas only
2% of customers are there who spends less than Rs. 500 in their visit to Big bazaar.
INTERPRETATION: From this I interpret that, since it is only a garment outlet
customers purchase less and lead them to spend on an average. The customers who
are spending very less money that is below Rs. 500 are mostly coming in just to move
around Big bazaar and spend time. Only few people make purchase more than Rs.
2000. More discounts shall be provided to the people who do bulk purchase. This will
encourage people to purchase more products.

8. TIME SPENT BY CUSTOMERS IN SHOPPING IN BIG BAZAAR

Less than half an hour
Half an hour to 1 hour
1 to 1 hour
1 hour to 2 hour

13 %
30 %
57 %
0%
28

57

60
50
40

30

30
20

13

10
0

ANALYSIS: People spend a lot of time in shopping in Big bazaar. Majority of the
respondents (57%) said that they spend at least 1 hour to 1 hours in Big bazaar.
30% of respondents said that they approximately take 1 hour for shopping . Only 13%
of people said that they spend very little time that is less than half an hour in Big
bazaar. And since it is a small outlet, hardly any customer takes 2 hours for shopping
there.
INTERPRETATION: As per the given data I interpret that customers are very
choosy now a days and thats why they spend a lot of time in shopping in Big bazaar.
Probably customers might even be spending more time in Big bazaar as it provides a
very nice ambience and atmosphere for the people to shop in. Hence those person
who spend half an hour or less than half an hour in Big bazaar are those persons who
just come to purchase limited products and are not very choosy. The sales personnel
should focus on the people who take long time in shopping and purchase a lot and
provide special kind of service to them as they are the major customers.

9. COMPARISON OF FOOTFALLS IN WEEKDAYS AND WEEKENDS

Week days
Weekends

34 %
66 %

29

weeks days

weekends

34%

66%

ANALYSIS: The above graph shows that more number of people comes to Big
bazaar in weekends than that of week days. 34% of people visits Big bazaar in
weekdays where as 66% of people visit Big bazaar in weekends.
INTERPRETATION: I can clearly interpret from this that most of the people tend to
visit Big bazaar in weekends rather than that of week days. There is more footfalls in
Big bazaar in weekends than that of week days. In order to bring in more number of
customers in week days Big bazaar should provide some schemes in week days
which will encourage people to come in to it in week days also. Since the crowd is
more in weekends and Big bazaar should avail more parking spaces for its customers
in weekends. It can make some temporary arrangements for parking every weekend.

10. CUSTOMERS PREFERENCE OF TIMING TO VISIT BIG BAZAAR

10 AM 1 PM

46 %
30

1 PM 3 PM
3 PM 6 PM
6 PM 10 PM

11 %
15 %
28 %
10 AM- 1 PM

1 PM- 3 PM

3 PM- 6 PM

6 PM- 10 PM

28%
46%
15%
11%

ANALYSIS: In the above pie chart shows that most of the people prefer to visit Big
bazaar in morning time than that of the evening time. Only 28% of people prefer
visiting Big bazaar in the evening while 26% of people tend to visit Big bazaar
during noon time

11. BRAND PREFERENCE OF CUSTOMERS IN BIG BAZAAR

Yes
No

13 %
55 %
31

Depends on Category

30 %

yes

30%

no

depends on category

15%

55%

ANALYSIS: As seen in the above chart it is clearly known that only 15% of people
prefer branded cloths in Big bazaar. 55% of people completely deny that they dont
prefer branded cloths. Whereas 30% of people said it depends on the types of cloths
they want to purchase.
INTERPRETATION: From this I interpret that customers dont opt for much brand
preference while purchasing products in Big bazaar. A few customers search for
brands but depending on the category. Customers probably dont decide for brands on
cloths as there are not much of known branded cloths available at Big bazaar. On
product category like cloths, Big bazaar has many local branded cloths. Customers
purchase a lot of these as its cheap in price even though its quality is not so good. As
most of the customers belong to lower class and middle class income group, they
purchase those local branded products as it gives them value for money. Different
products of the same category have different prices. Quality and size of the product
varies with price. Customers search for brands mostly in apparel section. Big bazaar
should include more of the branded cloths in its category so that customers have more
options to choose among the brands. This will bring in more number of people to Big
bazaar which will definitely increase the sales.

12. MODE OF PAYMENT BY CUSTOMERS IN BAZAAR

Cash payment
Credit payment

71 %
11 %
32

Debit Payment

18 %

cash payment

credit payment

debit payment

18%

11%

71%

ANALYSIS: As per my study is concerned, out of the total respondents 71% of

people make cash payment in Big bazaar. 11% of them uses credit card as their mode
of payment and 18% of the people makes payment in Big bazaar through their debit
card.

13. FACTOR THAT ENCOURAGES THE MOST TO VISIT BIG BAZAAR

Price

26 %
33

Service
Ambience
Product Variety
Product Quality
Convenience

3%
12 %
30 %
15 %
14 %

30
25
20
15
10
5
0

ANALYSIS: People are mostly encouraged to come to Big bazaar because of its cheap
price and availability of variety of products. Around 30% of the total respondents said
they are mostly encouraged to come to Big bazaar as it has variety options. Many
customers also said that they feel good about the service and the ambience provided by
Big bazaar. Around 14% of customers also said that convenience is also another factor
which leads them to come to Big bazaar. Service is rated low as much of it is a self
service.
INTERPRETATION: From this I interpret that Big bazaar is well known for its variety
options. Even it provides good service and ambience to its customers which encourages
them to visit Big bazaar more and more times. I can also interpret that Big bazaar has
located itself in a good place from where it is able to attract customers. Big bazaar has
located itself in a good place from where it is convenient for the people to visit Big
bazaar. Big bazaar should try and produce more qualitative products so that customers
can get more satisfaction and would never think of not doing shopping in Big bazaar.

14. SERVICES OF THE SALES PRSONNEL IN BIG BAZAAR

34

Very good
Good
Ok
Poor
Very poor

17 %
29 %
36 %
13 %
5%

40
35
30
25
20
15
10
5
0
very good

good

ok

poor

very poor

INTERPRETATION: From this I interpret that 36% customers realize service of

sales personnel in Big bazaar is OK, 29% realize good, 17% realise very good, 13%
realise poor and 5% customers is very dissatisfied with sales personnels in Big
bazaar.

15. CUSTOMERS MODE OF TRANSPORT TO BIG BAZAAR

Hired Vehicle

2%
35

Two wheeler
Four wheeler
Any other

67 %
24 %
7%

hired vehicle

two wheeler

four wheeler

any other

7% 2%
24%

67%

ANALYSIS: Around 67% of the total respondent comes to Big bazaar with their own
two wheelers. The second majority of people consist of people riding four wheeler
and coming to Big bazaar. Only 2% of people of the total respondent visit Big bazaar
on hired vehicles. 7% customers of the total respondent comes in any other mode of
transport.
INTERPRETATION: from the above data I interpret that there are more number of
two wheelers coming found in Big bazaar than that of four wheelers. People prefer
more to go to Big bazaar in two wheelers than that in four wheeler. Probably because
of the parking space availability. A very few number of people are found who comes
to Big bazaar with a hire vehicle. Probably they might be the tourists.

16. PARKING SPACE AVAILABILITY IN BIG BAZAAR

Less than adequate
Adequate

74 %
23 %
36

More than adequate

3%

less than adequate

adequate

more than adequate

3%
23%

74%

ANALYSIS: As it is shown in the pie chart a very huge number of people say Big
bazaar does not provide adequate parking space. Small number of people also say that
adequate space is provided for parking Big bazaar. Only 3% of people say that more
than adequate space is available for parking in Big bazaar.
INTERPRETATION: Analyzing the above data, I interpret that customers are very
much dissatisfied with the parking space availability provided by Big bazaar. Hence
it is a threat for Big bazaar as it may lose its customers because of less parking space
availability. Even though few customers say adequate space is available for parking
but also it is a threat for it as it is seen more number of people are expected to come
on to Big bazaar. In holidays probably it will be very difficult for customers to park
their vehicle in Big bazaar.

17. CUSTOMERS PREFERNCE TOWARDS LOCAL STORES

Yes
No

65 %
35 %

37

yes

no

15%

85%

ANALYSIS: Out of my total respondent of 100 customers, 85% of them says they go
to their nearby local store and 15% said that they dont at all go to any other local
stores. This shows that majority of people go to local stores even though they visit
Big bazaar. But some customers are there who never go to other local stores.
INTERPRETATION: As per the given data I analyze that most number of people
tend to purchase cloths from the local stores even if they come to Big bazaar. I can
conclude from this that a local store is a competitor of Big bazaar. Some customers
never go for shopping in local stores as of it does not have much variety option
displayed at once. Probably they are more interested in having a shopping experience
rather than to just go and purchase goods from local stores.

38

FINDINGS
SUGGESTIONS
CONCLUSION
LIMITATIONS
LEARNINGS

FINDINGS

39

1. Most of the customers come to big bazaar for shopping that too largely on
unplanned basis and monthly basis since the outlet provides only one product
category with qualitative service and reasonable price.
2. A large number of customers also prefer going to other outlets as it does not provide
product variety.
3. Many customers coming to big bazaar also expect other product varieties to come
under the outlet, especially footwear and fashion accessories as shopping under one
roof would be convenient.
4. Parking space provided by big bazaar is also less than adequate, which can make a
customer think twice before coming to big bazaar.
5. There is lot of demand for branded cloths.
6. At present time Big bazaar provide only one type of product assortment, that is
apparel, to the customers.
7. Charging on plastic bags created a dissatisfaction among the customers.
8. Big Bazaar mainly deal with Middle and lower income group people who want
qualitative product with reasonable cost.
9. Big bazaar holds a huge customer base. The majority of customers belong to middle
class family.
10. Impulse buying behaviour of customers comes into play most of the times in big
bazaar.
11. There are more than 50 big bazaar in different cities of India, it seems that there is a
vast growth of big bazaar lying as customers demand is increasing for big bazaar.

SUGGESTIONS

Big Bazaar should include more of branded products in its apparel product
category so as to attract people to come in to big bazaar.
40

Big bazaar should provide large or at least adequate parking space for its
customers so they can easily park their vehicles.

Or at least manage to get temporary parking place during weekends as lot of

people visit big bazaar in weekends.

Big bazaar can change the layout and add footwear to its product category as
there is lot of demand for the footwear.

Cash counter and credit card payment counter be placed differently in order to
reduce the rush and save the customers time. This will be a kind of motivator
for the customers of big bazaar.

The service of the sales person is needed to be improved. Personal care should
be taken by the sales person for the customers so that the customers feel good.

Price charged on the plastic bags should be already included in the MRP of the
products.

CONCLUSION
Big bazaar is a major shopping complex for today's customers. It is a place where customers
find variety of products at a reasonable price. Big bazaar has a good reputation of itself in
the market. It has positioned itself in the market as a discounted store. It holds a huge
customer base. The majority of customers belong to middle and lower class family. The
youth generation also likes shopping and moving around big bazaar. Volume sales always

41

take place in big bazaar. Impulse buying behavior of customers comes in to play most
of the times in big bazaar.
Big bazaar is a hypermarket as it provides various kinds of goods like apparels, grocery,
stationary, food items, electronic items, leather items, watches, jewellery, crockery,
decorative items, sport items, chocolates and many more. Right now it has come with only
one outlet in Goa with only one product quality. It is planning to come with more number of
big bazaar in different cities of the state. It competes with all the specialty stores of different
products which provide goods at a discounted rate all through the year. It holds a large
customer base and it seemed from the study that the customers are quite satisfied with big
bazaar.
People not only visit big bazaar to do shopping but also visit for outing purpose as it
provides a very nice ambience to its customers. As people go to malls they just tend to move
around big bazaar whether it is for shopping purpose or for outing purpose. The major
drawback of big bazaar is that it lacks in providing enough parking space for its customers.
This may discourage the customers to come to big bazaar and shop as they face difficulty in
parking their vehicles. As it is surveyed it seems that the biggest competitors of big bazaar
are the local stores and the discounted specialty stores like Vishal mega mart, Big G etc.

LIMITATION OF THE STUDY

Certain limitations do creep in a research study due to constraints of the time, money and
human efforts, the present study is also not free from certain limitation, which were
unavoidable.
Although all efforts were taken to make the result of the work as accurate as possible as
survey but the survey have following constraints.

42

Due to fast pace of life, some customers were not able to do justification to the
questionnaire.
Personal biases might have come while answer the questionnaire.
As per company rule many information was not disclosed as the manager are busy in
their daily schedule. It was not possible for me to spend more time in interaction with
them.

LEARNINGS OF THE STUDY

As my project involved interacting with customers, it gave me an opportunity to know why

people visit big bazaar. Thereby it gave me wide exposure to know various kind of people. It
gave me an opportunity to study different criteria people look for when making a purchase.
Also gave me a real time experience of dealing with different people. Above all I learnt to be
patient & the persuasive skill to get people to interact with me despite their busy schedule

1. GENDER
MALE

FEMALE

2. WHICH CITY DO YOU COME FROM?

Margao
Ponda
Panjim
Vasco
Any other ______________
3. YOUR MONTHLY INCOME?
Higher income group (more than Rs.60000)
Middle income group (Rs. 40000-60000)
Lower income group (Rs. 10000-40000)
No income group (less than Rs. 10000)
4. HOW OFTEN DO YOU VISIT BIG BAZAAR?
Weekly
Monthly
Quarterly
43

On unplanned basis
5. DO YOU VISIT ANYOTHER OUTLET APART FROM BIG BAZAAR?
Yes
No
6. WHAT IS YOUR PURPOSE BEHIND VISITING BIG BAZAAR?
Shopping
Outing
Both
7. WHAT IS YOUR APPROXIMATE EXPENDITURE PATTERN WHEN COMING TO BIG
BAZAAR?
Below Rs. 500
Rs. 500-1000
Rs. 1000-1500
Rs. 1500-2000
More than 2000
8. HOW MUCH TIME DO YOU SPEND IN BIG BAZAAR FOR SHOPPING PURPOSE?
Less than half an hour
Half an hour to 1 hour
1 hour to 1 hour
1 hour to 2 hours
9. WHEN DO YOU MOSTLY PREFER TO VISIT BIG BAZAAR?
Week days
Weekends
10. YOUR PREFERENCE OF TIMING TO VISIT BIG BAZAAR?
10 AM- 1 PM
1 PM- 3 PM
3 PM- 6 PM
6 PM- 10 PM
11. DO YOU PREFER BRANDED CLOTHS IN BIG BAZAAR?
Yes
No
Depends on category
12. WHAT MODE OF PAYMENT DO YOU MAKE?
Cash Payment
Credit Payment
Debit Payment
13. HOW DO YOU FIND THE SERVICE OF THE SALES PERSONNEL IN BIG BAZAAR?
Very good
Good
OK
Poor
Very poor
14. WHICH OF THE FOLLOWING FACTOR ENCOURAGES YOU TO COME TO BIG
BAZAAR? RATE 1-6 (1 being the highest and 6 being the least)
44

Price
Service
Ambience
Product Variety
Product Quality
Convenience
15. YOUR MODE OF TRANSPORT TO BIG BAZAAR?
Hired Vehicle
Two wheeler
Four Wheeler
Any other
16. PARKING SPACE AVAILABILITY IN BIG BAZAAR?
Less than adequate
Adequate
More than adequate
17. DO YOU PREFER OTHERSECTIONS LIKE HOME UTENSILS, FOOT WEAR UNDER
BIG BAZAAR?

BIBLIOGRAPHY
45

http://www.bigbazaar.com/
http://en.wikipedia.org/wiki/Big_Bazaar
http://www.asklaila.com/search/Goa/-/big%20bazaar%20supermarket/?
searchNearby=false
http://timescity.com/goa/events/offer-at-big-bazaar/39565

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