A

General Project on
‘The study of customer relationship management in retail sector of
Big Bazaar’
Submitted in partial fulfillment for the award of the degree
of
Master of Management Studies (MMS)
(under University of Mumbai)

Submitted by
Miss Harshita Karkera
(Roll No.: 44)

Under The Guidance of

(Prof.Mrs. DipanitaBarua)

2018-19
Rajiv Gandhi College Of Management Studies
(Plot No.1, Sector 8, Ghansoli, Navi Mumbai)
 CERTIFICATE

This is to certify that the Project titled “The study of customer relationship management in retail
sector of Big bazaar” , is successfully completed by Miss Harshita Karkera during the IV
Semester, in the partial fulfillment of the Master’s Degree in Management Studies recognized
by the University of Mumbai for the academic year 2017-18 through Rajeev Gandhi college of
Management Studies, Ghansoli.
This project work is original and not submitted earlier for the award of any degree/diploma or

associateship of any other University/Institution.

Name:

Date:

(Signature of External Examiner) (Signature of the Guide)

(Signature of The Director)

 DECLARATION

I hereby declare that this Project Report submitted by me to Rajeev Gandhi college of

Management Studies is a bonafide work undertaken by me and it is not submitted to any other

University or Institution for award of any Degree/Diploma Certificate or published any time

before.

Name:

Roll No.:

(Signature of the Student)

 ACKNOWLEDGEMENT

I, Miss Harshita Karkera of Master Of Management Studies (Semester IV) of Rajeev Gandhi
college of Management Studies (RGMS), hereby acknowledge profusely my guide Prof. Mrs.
Dipanita Barua and Director, Dr. Anil Matkar for all the help and guidance extended to me in
the completion of my project on “The study of customer relationship management in retail
sector of Big Bazaar” in the Academic Year (2018-19).

Date: Harshita Nityanand Karkera

(Roll No.: 44)

 Table of Content

Serial No. Chapter Page

1 Introduction 3

2 Literature Review 9

3 Objectives 11

4 Trends in retail market 13-15

5 Customer relationship Management 15-20

6 Customer satisfaction in big bazaar 22-26

7 Customer service of big bazaar 28 & 29

8 Process of Customer relationship 31-35

management

9 Swot analysis 37 & 38

10 Data Analysis 40- 54

11 Findings and recommendations 56-57

12 Conclusion 59 & 60

13 Bibliography 61