PREFACE

This project report has been prepared as per the requirement of the syllabus of MBA course structure
under which the students are the required to undertake industrial internship. We look our project
study of BIG BAZAAR. It was a firsthand experience for us as that we were exposed to the professional
set-up and were facing the market, which was really a great experience.

During project period, I had very touching experiences. When business is involved, experiences counts
a lot, as we know, experience are an instrument, which leads towards success. As we all know that
working in market on the grass route level has always been a pleasure.

Now I take this opportunity to present the project report and sincerely hope that it will be as much
knowledge enhancing to the readers as it was to use during the fieldwork and the completion of the
report.
 ACKNOWLEDGMENT

It is really a matter of pleasure for me to get an opportunity to thank all the persons who
contributed directly or indirectly for the successful completion of the project report, “Customer
Services With reference To Big Bazaar”.

First of all I am extremely thankful to my college International School of Informatics and

Management for providing me with this opportunity and for all its cooperation and
contribution. I also express my gratitude to my Project mentor and guide. I am highly thankful
to our respected project guide for giving me the encouragement and freedom to conduct my
project.

I am also grateful to all my faculty members for their valuable guidance and suggestions for
my entire study.

I would also like to thank the Big Bazaar team for extending their valuable time and
cooperation.

Shivani Agrawal
 DECLARATION

I hereby declare that the Project report t it led “CUSTOMER SERVICES WITH REFERENCE
TO BIG BAZAAR” is my original work and has not been published or submitted for any
degree, diploma or other similar titles elsewhere. This has been undertaken for the purpose of
partial fulfillment of Post Graduate Diploma in Business Management at Guru Nanak Institute
of Management.
 Table of Content

Particulars Page No

Introduction 5

Company Profile 6-12

Marketing Mix 13-15

Customer service 16-21

Research Methodology 22-25

Data Analysis 26-41

Findings 44

Conclusion 45

Bibliography 46

Annexure: Questionnaire 47-49

 INTRODUCTION

Pantaloon Retail (India) Limited, is India’s leading retailer that operates multiple retail formats
in both the value and lifestyle segment of the Indian consumer marker. Headquartered in
Mumbai (Bombay), the company operates over 5 million square feet of retail space, has over
450 stores across 40 cities in India and employs over 18,000people.

The company’s leading formats include Pantaloons, a chain of fashion outlets, Big Bazaar, a
uniquely Indian hypermarket chain, Food Bazaar, a supermarket chain, blends the look, touch
and feel of Indian bazaars with aspects of modern retail like choice, convenience and quality
and Central, a chain of seamless destination malls. Some of its other formats include, Depot,
Shoe Factory, Brand Factory, Blue Sky, Fashion Station. The company also operates an online
portal, futurebazaar.com.

As customer tastes and preferences are changing, the market scenario is also changing from
time to time. 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. 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. . My study is based on a survey do ne 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 owned by pantaloons retail India Ltd. It is a type of market
where various kind s of products are available under one roof. My study is on determining the
customers buying behavior of customers in big bazaar and the satisfaction level of customers in
big bazaar. My study will find out the current status of big bazaar and determine where it
stands in the current market. This market field survey will help in knowing the present
customers tastes and preferences. It will help me in estimating the customer future needs,
wants & demands.
COMPANY
PROFILE
BIG BAZAAR
Big Bazaar is a chain of hypermarkets in India, with more than 100 stores in operation. It is a
subsidiary of Future Group Venture Ltd, and follows the business model of United States-
based Wall-Mart. Facilities offered by Big Bazaar Online shopping: Big Bazaar has an official
website, FutureBazaar.com, which is one of the most favorite sites among people of India for
online shopping. Future Bazaar is an online business venture of Future Group, which sells an
assortment of products such as fashion, which includes merchandise for men and women,
mobile accessories, mobile hand sets and electronics like ho me theatres, video cameras, digital
camera, LCD TVs, kitchen appliances and many more.

Discounts : “Hfte ka sabse sasta din was introduced by the Big Bazaar, where in extra and
special discounts were offered on Wednesday every week, to attract the potential buyers into
their store.

Security check: At each exit of Big Bazaar, they use alarm systems or Electronic Article
Surveillance system, which detects the products that has attached tags or not.

1. Big Bazaar is a chain of hypermarket in India, which caters to every family’s needs and
requirements.
2. Big Bazaar has released the doors for the fashion world, general merchandise like
sports goods, cutlery, crockery, utensils, and home furnishings etc. at best economical
prices.
3. Indian bazaars’ feel and touch with a convenience and choice of the modern retail
facilities
4. The worldwide country chain, Big Bazaar, is formed by CEO of Future Group, Mr. Big
Bazaar group offers more than 100 stores all over the country with an amalgamation
Kishore Biyani. Their basic attraction associated with reasonable prices is their Unique
Selling Price.
5. Big Bazaar has become a massive hit with lower middle-class and middle class people
as a major client base.
6. Reflect the look and feel of Indian bazaars at their modern outlets.
GROUP VISION

“To deliver Everything, Everywhere, every time to Every Indian Consumer in the most
profitable manner.”

GROUP MISSION

1 We share the vision and belief that our customers and stakeholders shall be served only by
creating and executing future scenarios in the consumption space leading to economic
development.

2 We will be the trendsetters in evolving delivery formats, creating retail realty, making
consumption affordable for all customer segments – for classes and for masses.

3 We shall infuse Indian brands with confused and renewed ambition

4 We shall be efficient and cost-conscious and committed to quality in whatever we do.

Board of directors
1. Managing director
 Mr kishore Biyani

2. Whole time Director

 Mr Gopikishan Biyani
 Mr Rakesh Biyani

3. Director
 Mr Shailesh Haribhakti
 Mr S.Doreswamy
 Mr Darlie Koshy
 Mr Anil Harish
OBJECTIVES

1. To analyze how the mix influence the customer satisfaction level.

2. To determine the current status of big bazaar.
3. To study the satisfaction level of customers with regard of big bazaar.
4. To find out the buying behavior of the customers coming in to Big Bazaar.
5. To identify main competitors of Big Bazaar with regard to services.

IMPORTANCE OF STUDY

Its provide guide line for further research in area for organized retail. Research says about
customer buying behavior towards 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 respect of internal & external environment. Research says about main competitors in
the field of organized retail sectors. The study provides guide line to further extension of Big
Bazaar. The study provides help to know the customers satisfaction with Big Bazaar stores.

SCOPE OF STUDY

The scope of this research is to identify the buying behavior of customers of Big Bazaar. This
research is based on primary data and secondary data. This study only focuses on urban buying
behavior of customers. The study does not say anything about rural buying behavior of
customer because rural norms/status/attitude & acceptance of the rural customers differs with
urban customers. It provides help to further the research for organized retail sector. It aim to
understand the skill of the company in the area like technological advancement, competition in
management.
CORE VALUES

1 Indianness- Confidence in ourselves

2 Leadership-To be leader in thought & business

3 Openness-To be open in & receptive to new ideas, knowledge & information

4 Adaptability- To be flexible & adaptable, to meet new challenges.

MARKETING MIX
4 P’S of Big Bazaar

PRODUCT MIX

Apparels Home care Chill station Farm produce

Denims & Shirts Shampoo s Soft drinks Fruits

Fabrics Dete r gents Packaged Juices Vegetables

Forma l Wear Soaps Milk Items Imported fruits

Casual Wear Liquid wash Frozen foods Dairy products

PRICE MIX

 Value Pricing (EDLP)

 Promotional Pricing

 Low Interest Financing

 Psychological Discounting

 Special Event P ricing

 Differentiated Pricing

 Time Pricing

 Bundling
PLACE MIX

 Initially Identifies Future/Potential development area.

 Acquire such areas at an early phase before the real estate value booms.

 Located at high traffic areas.

 Design to look crowded.

PROMOTION MIX

 “Saal Ke Sabse Saste 3 Din”

 Future Card(3%Discount)

 Advertising(Print ads, TV Ad s, Radio)

 Brand Endorsement by M.S Dhoni

 Exchange Offer

 Weekend Discount

 Point of Purchase Promotion

 CUSTOMER

SERVICES WITH

REFERENCE TO

BIG BAZAAR
Customer service is the provision of services to customers before, during and after a purchase.

According to Turban “Customer service is a series of activities designed to enhance the level of

customer satisfaction – that is, the feeling that a product or service has met the customer

expectation."

Its importance varies by product, industry and customer; defective or broken merchandise can

be exchanged, often only with a receipt and within a specified time frame. Big Bazaar will

often have a desk or counter devoted to dealing with returns, exchanges and complaints, or will

perform related functions at the point of sale; the perceived success of such interactions being

dependent on employees "who can adjust themselves to the personality of the guest, "

Customer service plays an important role in an organization's ability to generate income and

revenue. From that perspective, customer service should be included as part of an overall

approach to systematic improvement. A customer service experience can change the entire

perception a customer has of the organization.

Customer support is a range of customer service s to assist customers in making cost effective

and correct use of a product. It includes assistance in planning, installation, training, trouble-

shooting, maintenance, up grading, and disposal of a product.

A multi- task position drawing on extensive CUS TOM ER SERVICE experience to advance
Approval track record for developing and maintaining key accounts and improving
departmental efficiencies.
Objectives of Customer Services

 Provide customers and staff with clear standards and expectations

 Ensure all customer contact reaches an appropriate conclusion

 Minimize incidences of repeat contact

 Seek to provide a seamless service for customers

 Provide equal and easy access to our services at a time, place and channel that meet the

needs of residents, businesses and other stake holders

 Cater for customers need s irrespective of age, gender, physical or financial ability, ethnic

origin, race, religion or geographical location

 Provide a prompt, courteous and knowledgeable response to all customer enquiries.

 Equip our staff to provide customers with an excellent standard of service

 Enable our customers to provide feedback easily, through complaints, customer surveys,

etc.

 Use customer compliments, comments and complaints to drive improvements to service

 Improve the speed, quality and consistency of response to enquiries by having our

information in a format that can be easily accessed.

Customer Segmentation of Big Bazaar
 Big Bazaar targets higher & upper-middle class customers.

 The large and growing young working population is a preferred customer segment.

 Big Bazaar specially targets working women & home markets who are the primary

decision maker.

Good customer service is the lifeblood of any business. You can offer promotions and slash
prices to bring in as many new customers as you want, but unless you can get some of those
customers to come back, your business won' t be profitable for long.
Good customer service is all about bringing customers back. And about sending them away
happy - happy enough to pass positive feedback about your business along to others, who may
then try the product or service you offer for themselves and in their turn become repeat
customers.

Big bazaar use 8 golden rules to deal with Customer Services.

 Answer the phone.

 Don’t make promise unless you will keep them.

 Listen to your customer.

 Deal with complaints.

 Be helpful.

 Train your staff to be always helpful, courteous and knowledgeable

 Take the extra step.

 Throw in something extra.

Customer satisfaction in big bazaar

The degree of customer satisfaction you deliver determines the level of long- term success you

will achieve in business. ”

Customer satisfaction their top priority

Don't just make sales. Create customers - satisfied customers. In addition to the immediate

profit they provide on the first sale, satisfied customers help you build your business in 2 other

important ways:

1. They become a reservoir of repeat buyers. For some businesses that means repeat buyers for

more of the same product or service. For every business, it means buyers for additional

products and services.

2. They automatically refer more business to you from their friends and business contacts. This

is highly profitable business for you because it doesn't cost you any time or money to get it.

Customers services offered by Big Bazaa

 Online shopping: Big Bazaar has an official website, FutureBazaar.com, which is one of

the most favorite sites among people of India for online shopping. Future Bazaar is an

online business venture of Future Group, which sells an assortment of products such as

fashion, which includes merchandise for men and women, mobile accessories, mobile

handsets and electronics like home theatres, video cameras, digital camera, LCD TVs,

kitchen appliances and many more.

 Discounts: “Hafte ka sabse sasta din was introduced by the Big Bazaar, wherein extra and

special discounts were offered on Wednesday e very week, to attract the potential buyers
 into their store.

 Security check: At each exit of Big Bazaar, they use alarm systems or Electronic Article

Surveillance system, which detects the products that has attached tags or not.

Customer oriented Strategy

 Attracting & retaining customers.

 Uses Non- Traditional Strategy.

 Moving demo-trolley.

 Used young population as strategic blessing.

 Attractive Design, interior & good atmosphere.

Competitors of Big Bazaar with regard to services

 Wal-Mart

 Reliance

 Shoppers stop

 Vishal mega mart

 Local retailers

Big Bazaar targets to be achieved

 The aim is to increase the retail business to around 30 million square feet by 2011 as
compared to 8 million square feet of now
 To become a substantial part of every Indian’s wallet.

 To get across 30% of the population of entire nation which is now just 8%.

 To increase organized retail from 3% to at least 18-20% in next 2 years.

RESERCH METHODOLOGY:

 Observing the working of various departments like finance. Human resource, marketing,
purchasing, production.
 Discussion with the executives, managers, employees.
 Visiting surfing websites of company.

Meaning:

Research Methodology is a set of various methods to be followed to find out various

information regarding market strata of different products. Research Methodology is required in
e very industry for acquiring knowledge of the ir products.

Area of study:

The study is exclusively do ne in the area of marketing. It is a process requiring care,

sophistication, experience, business judgment, and imagination for which there can be no
mechanical substitutes.

Sources of Data:

Primary Source –

The primary data was collected by mea ns of a survey. Questionnaires were prepared and
customers of the big bazaar at two branches were approached to fill up the questionnaires. The
questionnaire contains 20 questions which reflect on the type and quality of services provided
by the Big bazaar to the customers. The response of the customer is recorded on a grade scale
of strongly disagree, disagree, uncertain, agree and strongly agree for each question. The filled
up information was later analyzed to obtain the required interpretation and the findings.
Secondary Source -

In order to have a proper understanding of the customer service of Big Bazaar a depth study
was done from the various source s such as books, a lot of data is also collected from the
official web sites of the Big bazaar and the articles from various search engines like Google,
yahoo search and answers.com.

RESEARCH DESIGN:

The research design is exploratory till identification of customer services parameters. Later it
becomes descriptive when it comes to evaluating customer perception of customer service of
the big bazaar.

Descriptive research, also known as statistical research, describes data and characteristics about
the population or phenomenon being studied. Descriptive research answers the questions who,
what, where, when and how.

Although the data description is factual, accurate and systematic, the research cannot describe
what caused a situation. Thus, descriptive research cannot be used to create a causal
relationship, where one variable affects another. In other words, descriptive research can be
said to have a low requirement for internal validity.

The description is used for frequencies, averages and other statistical calculations. Often the
best approach, prior to writing descriptive research, is to conduct a survey investigation.
Qualitative research often has the aim of description and researchers may follow-up with
examinations of why the observations exist and what the implications of the findings are.
RESEARCH SAMPLE:

SAMPLING PLAN:

Since it is not possible to stud y who le universe, it becomes necessary to take sample from the
universe to know about its characteristics.

SAMPLING UNITS: Customers of Big bazaar.

SAMPLE TECHNIQUE: Random Sampling.

RESEARCH INSTRUMENT: Structured Questionnaire.

CONTACT METHOD: Personal Interview.

SAMPLE SIZE:

The work is a case of Big bazaar one of the Retail Sector industry together representing great
percent of the market share of Indian retail sector. The survey was conducted in the city of
Delhi with two branches of big bazaar, with 50 customers as respondent.

DATA COLLECTION TOOL:

Data is collected from various customers through personal interaction. Some other information
is collected through secondary data also. Data was collected through a structured questionnaire,
likert technique is used. Likert scale is simply a statement which the respondent is asked to
evaluate according to any kind of subjective or objective criteria, generally the level of
agreement and disagreement is measured Likert scaling is a bipolar scaling method, measuring
either positive or negative response to a statement

The questionnaire consists of two parts. The first part consists of three questions concerning
the demographic information of the respondent such as the name, age, educational
qualifications and income. The second part consisting of 18 questions exploring the
respondent’s perception about the customer services of big bazaar.

RESEARCH LIMITATIONS:

 The study is only for the big bazaar confined to a particular location and a very small
sample of respondents. Hence the findings cannot be treated as representative of the entire
retail industry.
 Respondents may give biased answers for the required data. Some of the respondents did
not like to respond.
 Respondents tried to escape some statements by simply answering “neither agree nor
disagree” to most of the statements. This was one of the most important limitation faced, as
it was difficult to analyze and come at a right conclusion.
 In our study we have included 50 customers because of time limit.
DATA ANALYSIS
Ques. Income
MONTHLY FREQUENCY PERCENTAGE CUMULATIVE
INCOME PERCENTAGE
Below Rs.10000 2 4 4

Rs.10000-20000 10 20 24

Rs.20000-30000 12 24 48

Above 30000 26 52 100

TOTAL 50 100

MONTHLY INCOME

Below Rs.10000
Rs. 10000-20000
Rs.20000-30000
Above Rs. 30000

INTERPRETATION

From the table and graph above it can be seen that

 4% respondent’s income below 10000.

 20% respondent’s income between 10000 and 20000.
 24% respondent’s age income between 20000 and 30000.
 52% respondent’s income above 30000
 Ques. Educational qualifications

CATEGOR Y FREQUENCY PERCENTAGE CUMULATIVE

PERCENTAGE

UNDER GRADUATE 12 24 24

GRADUATE 26 52 76

POST GRADUATE 12 24 100

TOTAL 50 100

Educational qualifications

30

25

20

15 Educational qualifications

10

0
Under Graduate Graduate Post Graduate

INTERPRETATION

From the table and graph above it can be seen that

 12% respondents are Under Graduate.

 26% respondents are Graduate.
 12% respondents are Post Graduate.
Ques.1 How frequently do you visit Big Bazaar.

Scale Frequency
Twice in a week 7
Once in a week 18
During Special offers 15
Whenever the need arises 10
Total 50

How frequently do you visit Big Bazaar

18
16
14
12
10
8 How frequently do you visit Big
Bazaar
6
4
2
0
Twice in a Once in a During Whenever
week week special offers the need
arises

INTERPRETATION

This is aimed at understanding how frequently customer visit shop s & buy their
product or avail their services. The highest responses have been attributed to once
a week shopping. Such customer can be presumed to have high disposal income
& may buy more daily & fashion products. Whereas 15% of them visit during
special offers, 18% when need arises, 7% twice in a month.
Ques. 2 Are you happy with the location of Big Bazaar.

SCALE FREQUENCY PERCENTAGE

Yes 33 66
No 17 34
Total 50 100

Are you happy with the location of Big

Bazaar

Yes
No

INTERPRETATION
Big Bazaar physical facilities are visually appealing. From this statement I found that 66% of
people are happy with the location of big bazaar as compare to other 34%. It means that big
bazaar is available at most preferred places.
Ques. 3 Staff was available in a timely manner.

SCALE FREQUENCY PERCENTAGE CUMULATIVE

PERCENTAGE
EXCELLENT 18 36 36
GOOD 24 48 84
AVERAGE 3 6 90
FAIR 5 10 100
TOTAL 50 100

Staff greeted you and offered to help you

10%
6%
36% EXCELLENT
GOOD
AVAREAGE
FAIR

48%

INTERPRETATION

Total sample size was 50. Here analysis shows that among the total respondents
48% people agreed with this statement. They think that Big Bazaar staff was
available in a timely manner. 36% people rate this statement as excellent. Also
6% & 10% respondents rate it as average and fair.
Ques. 4 Staff greeted you and offered to help you.

SCALE FREQUENCY PERCENTAGE CUMULATIVE

PERCENTAGE
EXCELLENT 1 2 2
GOOD 10 20 22
AVERAGE 15 30 52
FAIR 18 36 88
POOR 6 12 100
TOTAL 50 100

Staff greeted you and offered to help you

20
18
16
14
12
10 Staff greeted you and offered to
help you
8
6
4
2
0
EXCELLENT GOOD AVERAGE FAIR POOR

INTERPRETATION
Employees in Big bazaar are willing to help you. With this statement more respondent give
weightage to average. Good were 10 people i.e. 20% respondents, 18 people agreed i.e. 36%
respondents agreed.
Ques. 5 Staff answered your questions.

SCALE FREQUENCY PERCENTAGE CUMULATIVE

PERCENTAGE
EXCELLENT 8 16 16
GOOD 21 42 58
AVERAGE 13 26 84
FAIR 5 10 94
POOR 3 6 100
TOTAL 50 100

Staff answered your questions

25

20

15

10 Staff answered your questions

INTERPRETATION
From my analysis I found that 42% respondents agreed that employees of big bazaar have
complete knowledge to answer their questions. 26% respondents rate it as average to this
statement and only 16% to excellent. 10% to fair % 6% to poor.
Ques. 6 Staff showed knowledge of the products/services.

SCALE FREQUENCY PERCENTAGE CUMULATIVE

PERCENTAGE
EXCELLENT 11 22 22
GOOD 17 34 56
AVERAGE 12 24 80
FAIR 7 14 94
POOR 3 6 100
TOTAL 50 100

Staff showed knowledge of the

products/services

6% 22%
14%
EXCELLENT
GOOD
24% AVERAGE
34% FAIR
POOR

INTERPRETATION

Employees of big bazaar understand specific needs and have great knowledge of all product &
services. With this statement most of the respondents were rate this statement good i.e., 34%..
Among the total respondents 24% respondents agreed with average and 22% for excellent,
14% for fair and 6% for poor.
Ques. 7 Staff was courteous throughout.

SCALE FREQUENCY PERCENTAGE CUMULATIVE

PERCENTAGE
EXCELLENT 3 6 6
GOOD 8 16 22
AVERAGE 20 40 62
FAIR 17 34 96
POOR 2 4 100
TOTAL 50 100

Staff was courteous throughout.

20

15

10
Staff was courteous throughout.
5

INTERPRETATION

According to 40% of people feel that Employees of big bazaar are very much courteous
through out the other way at it as 34% in fair, 16% as good, 6% as excellent.
Ques. 8 Overall, how would you rate customer service of Big Bazaar.

SCALE FREQUENCY PERCENTAGE CUMULATIVE

PERCENTAGE
EXCELLENT 4 8 8
GOOD 14 28 36
AVERAGE 23 46 82
FAIR 9 18 100
TOTAL 50 100

Overall, how would you rate customer

service of Big Bazaar

30

20

10 Overall, how would you rate

customer service of Big Bazaar
0
EXCELLENT GOOD
AVERAGE
FAIR

INTERPRETATION

Most of the respondents agreed with this statement. According to my analysis, employees in
big bazaar give prompt service. Among the total respondents agreed respondents rate 46% as
average, 28% as good, 18% fair & 8% excellent.
Ques. 9 Your complaints are constructively handled.

SCALE FREQUENCY PERCENTAGE CUMULATIVE

PERCENTAGE
STRONGLY 5 16 16
DISAGREE

DISAGREE 16 32 48

NEITHER AGREE NOR 11 22 70

DISAGREE

AGREE 10 20 90

STRONGLY AGREE 5 10 100

TOTAL 50 100

Your complaints are constructively handled

16
14
12
10
8
6 Your complaints are
constructively handled
4
2
0
STRONGLY DISAGREE NEITHER AGREE STRONGLY
DISAGREE AGREE AGREE
NOR
DISAGREE

INTERPRETATION

When you have a problem, big bazaar shows little interest in solving it. After analyzing this
statement I found that most of the respondents agreed i.e. 32% respondents disagreed. Also I
found that 22% were neutral with this statement and 20% were committed with disagree. There
was 10 strongly disagreed. Hence Big Bazaar need s little improvement.
Ques. 10 Staff delivers the appropriate service as promised.

SCALE FREQUENCY PERCENTAGE CUMULATIVE

PERCENTAGE
DISAGREE 7 14 14

NEITHER AGREE NOR 34 68 82

DISAGREE

AGREE 9 18 100

TOTAL 50 100

Staff delivers the appropriate service as

promised

18% 14%

DISAGREE
NEITHER AGREE NOR DISAGREE
AGREE
68%

INTERPRETATION

Employee in the big bazar tell you exactly when the service will be performed majority of the

respondent are neutral or uncertain with this statement 18% respondent were agree. At the

same time 14% disagreed.

Ques.11 Staff communicate in a language that you understands.

SCALE FREQUENCY PERCENTAGE CUMULATIVE

PERCENTAGE

STRONGLY 2 4 4
DISAGREE

DISAGREE 2 4 8

NEITHER AGREE 4 8 16
NOR DISAGREE

AGREE 18 36 52

STRONGLY 24 48 100
AGREE

TOTAL 50 100

Staff communicate in a language that you

understands
25
20
15
10
5 Staff communicate in a
language that you understands
0

INTERPRETATION

According to survey, it has been judged that staff of big bazaar communicates in a language,
which can be easily understood by the customer. As 48% of respondent are strongly agree with
this statement 36% are agree and 8% are uncertain.
Question 12 The behavior of staff makes you feel that you can trust them and have confidence
in them.

SCALE FREQUENCY PERCENTAGE CUMULATIVE

PERCENTAGE

STRONGLY 9 18 18
DISAGREE

DISAGREE 16 32 50

NEITHER AGREE 21 42 92
NOR DISAGREE

AGREE 4 8 100

TOTAL 50 100

The behavior of staff makes you feel that

you can trust them and have confidence in
them.

8% 18%
STRONGLY DISAGREE

42% DISAGREE
32% NEITHER AGREE NOR DISAGREE
AGREE

INTERPRETATION

The employees of the bank little trustworthy the behavior of employee of big bazaar builds
confidence in customers. Here analysis shows that the most of a people that is 42% are
uncertain, 32% are disagree and 18% are strongly disagree and 8% are agree.
Question. 13 The store layout at this store makes it’s easy for customers to find what they need.

SCALE FREQUENCY PERCENTAGE CUMULATIVE

PERCENTAGE

STRONGLY 3 6 6
DISAGREE

DISAGREE 12 24 30

NEITHER AGREE 11 22 52
NOR DISAGREE

AGREE 14 28 80

STRONGLY 10 20 100
AGREE

TOTAL 50 100

The store layout at this store makes it’s easy

for customers to find what they need.
15
10
5
0
The store layout at this… The store layout at this store
makes it’s easy for customers to
find what they need.

INTERPRETATION

Big bazaar has modern- looking and hi-tech equipment system that clearly shows customer, the
product they want. They have well designed system. 28% of respondent are agree with this
statement, 24% are disagree, 22% are uncertain, and 20% are strongly agree.
Ques. 14 The store layout at this store makes it easy for customers to move around the store.

SCALE FREQUENCY PERCENTAGE CUMULATIVE

PERCENTAGE

STRONGLY 15 30 30
DISAGREE

DISAGREE 9 18 48

NEITHER AGREE 12 24 72
NOR DISAGREE

AGREE 6 12 84

STRONGLY 8 13 100
AGREE

TOTAL 50 100

The store layout at this store makes it easy

for customers to move around the store.
16
14
12
10
8
6
4 The store layout at this store
2 makes it easy for customers to
0 move around the store.

INTERPRETATION

According to research, it has been observed that store layout is not up to the mark as desire by
the customer. Because 30% are strongly disagree, 24% are uncertain, 18% are disagree and
16% are strongly agree.
Ques. 15 Big bazaar provides plenty of convenient parking for customers.

SCALE FREQUENCY PERCENTAGE CUMULATIVE

PERCENTAGE

STRONGLY 18 36 36
DISAGREE

DISAGREE 15 30 66

NEITHER AGREE 10 20 86
NOR DISAGREE

AGREE 5 10 96

STRONGLY 2 4 100
AGREE

TOTAL 50 100

Big bazaar provides plenty of convenient

parking for customers

4%

10%
36% STRONGLY DISAGREE
20% DISAGREE
NEITHER AGREE NOR DISAGREE
AGREE
30%
STRONGLY AGREE

INTERPRETATION

From the above data I interpret that there are more number of four wheeler coming to Big
Bazaar than two wheeler. People prefer to visit big bazaar with their families. And people are
not satisfied with the parking facility. So parking facility should be good to attract large
number of customers.
FINDINGS OF THE REPORT

 Big Bazaar is undoubtedly number one retailer in India. It has build very emotional &

cordial relationship with its customers.

 They are also intending to build long term relations hip with all its stake holders which

is very essential for successful business venture.

 In order to attract customer they should provide good parking facility

 Cleanliness and hygienic environment is also the major concern for big bazaar.

Management needs to be focus on it.

 Store layout should also be developed in an efficient manner so that customer can get

things easily.

 According to research I found that most of the people were affected & attracted with

offers and schemes. So, Big Bazaar should employ those people who are well trained to

provide information to customer regarding new things to enhance its customer services.

 Consumers choose malls to s hop because they all want variety and brands. According

to customers it is economical as compared to other places.

 We can also say that location, variety conveniences and economical products are not

the only things which attract the customer but good customer service is one of the

crucial factors that attract customers.

RECOMMENDATIONS

 Advertising is the basic and most prominent tool to increase the awareness of product. So,

BigBazaar should use this tool to increase their share in the market.

 Retail business is successful only when they have a good customer services. Customer

loyalty can only be gain by providing good or satisfied services to the customers.

 Most respondents take on the spot decision of buying different products because of the

various attractive products displays. So pretty combination with good services should be

done to retain customers.

 Quality plays a major role because most respondent said that they want a quality product

and that’s also the one of the reason for most of the respondents sticking to particular

brand.

 Customers are very price conscious they are having many options in the market. The

following steps should opt :-

 Should follow more of high low pricing rather than everyday low pricing
 Should go for a weekly coupon system as it hold more of the loyal customers.
 Should provide good customer service s so that customer like to visit a gain.
 There should be a proper assortment of various product categories.
 Proper training should be provided to the customer so that they can deal with customer
efficiently
 Various offers can be provided to them to attract new customers.
 Quality in product should be reach up to mark.
CONCLUSION

 As most of the retail industries did market research before entering into market. Same thing

was done by Big Bazaar. Location, market, consumer perception analysis was done by big

bazaar.

 In one year, much more diversification was do ne in it. And to retain customers they use

many loyalty programs & IT techniques.

 Big bazaar, a part of future group is a hypermarket offering a huge array of goods of good

quality for all at affordable prices. Big bazaar with over 140 outlets in different part of

India is present in both the metro cities as well as in small towns.

 Big bazaar can attract more customers by different variety and assortments. They can

improve customer satisfaction by providing home delivery services.

 We can conclude that Big Bazaar has one of the major retail industry in India.

 Working environment is good and also the various facilities is provided to increase the

customer services.

 There exist a healthy & strong relationship between employees and managers.

 The employees accept their responsibility whole heartedly and perform the services in well

manner that satisfied the customers.

BIBLIOGRAPHY

Book Referred

1. Philip Kotler, marketing management,(Pearson education, 12th edition)

2. Naresh Malhotra marketing research (An applied orientation),Research design,(Prentice
hall of India Pvt. 5th edition)
3. Berman B and Eva ns J. R, Retail Management (Pearson education, 10 edition
4. service Marketing by M.K Rampalth
5. Integrated service marketing (4 edition) by Zeithmal

Websites referred:

www.bigbazaar.co.in/retrieved on 12/03/2018

www.retailseminar.in/retrieved on 13/03/2018

www.organizedretail.co.in/retrieved on 13/03/2018

www.futuregroup.com/retrieved on 14/03/2018
 QUESTIONNAIRE

Respected Sir/Madam

I am student of International School of Informatics & Management, Jaipur, conducting a

survey on “customer service with reference to big bazaar”. All the data will be kept
confidential and will be used just for analysis of the project. I request you to tick the
option which in your opinion believes to be true.

Customers Name

Age:

Monthly Inco me Level:

(a) Below Rs.10000

(b) Rs.10000 – Rs.20000
(c) Rs.20000 – Rs.30000
(d) Above Rs.30000

Educational Qualification:

(a) Graduate
(b) Under graduate
(c) Post Graduate
1) How frequently do you visit Big Bazaar.
(a) Twice in a week
(b) During Special offers
(c) Once in a week
(d) Whenever the need arises
 2) Are you happ y with the location of Big Bazaar?
(a) Yes
(b) No

Rate your satisfaction level

excellent good average fair poor

3) Staff was available in a timely manner.

4) Staff greeted you and offered to help you.

5) Staff answered your questions.

6) Staff showed knowledge of the products/services.

7) Staff was courteous throughout.

8) Overall, how would you rate customer service of

big bazaar?

Strongly Disagree Neither Agree Strongly

disagree agree nor agree
disagree

9) Your complaints are constructively handled.

10) Staff delivers the appropriate service as promised.
11) Staff communicate in a language that you understand.
12) The behavior of staff makes you feel that you
can trust them and have confidence in them.
13) The store layout at this store makes it easy
for customers to find what they need.
14) The store layout at this store makes it easy for
customers to move around the store.
15) Big bazaar provides plenty of convenient parking for
customers.