CONSUMER SATISFACTION AT BIG

BAZAAR CHENNAI.

Presented by
THOUFEEK. A
tt87@in.com
OBJECTIVES

 Analyse the customer satisfaction in Big Bazaar

 Understand the consumer perception about Big
Bazaar
 Understand the consumer welfare
measurement taken by Big Bazaar
DATA ANLYSIS AND INTERPRETATION
GENDER
gender No of respondent percentage

male 228

female 72

No of respondent

24%

male
female
76%
INTERPRETATION

 Among the 300 respondents 76% are male and

24% are female.
 AGE
age No of respondent percentage

16-25 60

26-35 72

36-45 96

Above 46 72

No of respondent

24% 20%

16-25
26-35
24%
36-45
32%
Above 46
INTERPRETATION

 Among the 300 respondent 32% are aged

between 36-45, 24% between 26-35, 24%
between above 46 and 20% between 16-25.
INCOME
income No of respondent percentage

Below 10000 126 42

10000-20000 108 36

20000-30000 42 14

Above 30000 24 8

income

8%
14% Below 10000
42%
10000-20000
20000-30000
Above 30000
36%
INTERPRETATION

 Among the 300 respondents 42% has an

income of less than 10000, 36% between
10000-20000, 14% between 20000-30000
and 8% has an income of more than 30000.
 EDUCATIONAL QUALIFICATION
qualification No of respondent percentage

sslc 30 10

puc 78 26

degree 132 44

pg 30 10

phd 12 4

Un educated 18 6

education
4%
6% 10%
10% sslc
26% puc
degree
pg
44% phd
Un educated
INTERPRETATION

 Among the 300 respondents 64% are highly

educated.
VEHICLE
options No of respondent percentage

Two wheeler 216 84

Four wheeler 42 16

vehicle

16%

Two wheeler
Four wheeler
84%
INTERPRETATION

 Among the 300 respondens 84% owns two

wheeler and 16% owns four wheeler.
 HOW DID YOU KNOW ABOUT BIG BAZAAR?

options No of respondent percentage

friends 66 22

family 60 20

advertisement 144 48

spouse 30 10

how to know about big bazaar

10%
22%

friends
family
20%
48% advertisement
spouse
INTERPRETATION

 Among the 300 respondents 48% came to

know about big bazaar through
advertisement, 22% through friends, 20%
through family and 10% through spouse.
 IN WHICH NEWS PAPER DO YOU BUY?

options No of respondent percentage

hindu 114 38

Times of india 36 12

Daily thandhi 60 20

dhinakaran 48 16

Daily malar 6 2

DC 6 2

Not purchasing 30 10

No of respondent
2%
2% hindu
10%
38% Times of india
16%
Daily thandhi
dhinakaran
20% Daily malar
12%
DC
Not purchasing
INTERPRETATION

 Among the 300 respondens 52% reads english

news paper , 38% reads tamil news paper and
10% are unsubscribers of any news paper
 WHICH FORM OF PROMOTIONS DO YOU THINK
IS MOST EFFECTIVE?
options No of respondent percentage

t.v 198 66

print 84 28

radio 18 6

promotions

6%

28%
t.v

66% print
radio
INTERPRETATION

 Among the 300 respondens 66% expressed

that promotions through T.V are most
effective, 28% suggested that print media is
effective and only 6% agree that radio is
effective.
 DO YOU UNDERSTAND THE CONCEPT OF
ADVERTISEMENT?
options No of respondent percentage

yes 258 86

no 42 14

understand the concept of ad

14%

yes
no
86%
INTERPRETATION

 Among the 300 respondens 86% understands

the concept of advertisement.
 WHAT DO YOU PREFER MOST IN THE SHOP?
options No of respondent percentage

clothing 60 20

accessories 96 32

groceries 144 48

preference for purchase

20%

48%
clothing
accessories
32% groceries
INTERPRETATION

 Among the 300 respondens 48% purchases

groceries, 32% purchases accessories and only
20% selects clothings
 HOW DO YOU RATE THE FOLLOWING PURCHASE
BASED ON?
options No of respondent percentage

outstanding 18 6

excellent 42 14

good 114 38

average 102 34

bad 24 8

rating

8% 6%
14%
outstanding
34%
excellent
good
38% average
bad
INTERPRETATION

 Among the 300 respondens 38% expressed as

good, 34% says that it is average, 14% agrees
that it is excellent, 6% responded as
outstanding and 8% of respondents says that it
is very bad.
 BASED ON QUALITY PACKING AVAILABILITY

options No of respondent percentage

excellent 66 22

good 192 64

average 42 14

bad 0 0

based on quality packing availability

0%
14%
22%

excellent
good
average

64% bad
INTERPRETATION

 Among the 300 respondens 64% told that

good, 22% excellent and 14% agree with
average.
 BASED ON MODES OF PURCHASE

options No of respondent percentage

Door delivery 42 14

Daily purchase 258 86

based on modes of purchase

14%

Door delivery
Daily purchase
86%
INTERPRETATION

 Among the 300 respondens 86% likes daily

purchase and 14% likes door delivery.
 DO YOU WAIT FOR THE OFFER TO MAKE
PURCHASE?
options No of respondent percentage

yes 144 48

no 156 52

wait for offer to make purchase

48%
52%
yes
no
INTERPRETATION

 Among the 300 respondens 52% never waits

offer for their purchase.
 IN WHICH OFFER DO YOU LIKE MOST?
options No of respondent percentage

5 days maha savings 24 8

Lowest price 3 days 72 24

Wednesday bazaar 30 10

Monthly savings bazaar 174 58

offer likes by consumers

8%

24%
5 days maha savings

58% Lowest price 3 days

Wednesday bazaar
10%
Monthly savings bazaar
INTERPRETATION

 Among the 300 respondens 58% prefer

monthly saving bazaar, 24% likes to puchase in
the lowest price three days, 10% selects
Wednesday bazaar for tier shopping and 8%
prefer 5 days maha savings.
 DO YOU FEEL THAT BIG BAZAAR PROVIDE VALUE
FOR MONEY?
options No of respondent percentage

yes 204 68

no 96 32

value for money

32%

yes
68% no
INTERPRETATION

 Among the 300 respondens 68% are agrees

that big bazaar providing value for their money.
 HOW FREQUENTLY DO YOU COME?
options No of respondent percentage

weekly 102 34

monthly 114 38

occasionally 84 28

frequency of visit

28% 34%

weekly
monthly
occasionally
38%
INTERPRETATION

 Among the 300 respondens 38% visits

monthly, 34% visits weekly and 28% visits
occassionally.
 EVRY CUSTOMER IS VALUABLE. BIG BAZAR
FOLLOW IT?
options No of respondent percentage

yes 276 92

no 24 8

every customer is valuable

8%

yes
no

92%
INTERPRETATION

 Among the 300 respondens 92% says that big

bazaar considering the customers are valuable.
FINDINGS

• Majority of the customers are male

• Most of the people visiting big bazaar comes the
age of between 36-45
• The highest numbers of people have less than an
income of 10000.
• Majority of the people are highly educated
• Most of the respondents own a two wheeler.
• The highest number of people came to know about
big bazaar through advertisement
• Majority of the people read English news paper
• Most of the people likes promotion through
television
• Most of the respondents are able to understand
the concept of advertisement.
• The highest number of people purchasing
groceries from big bazaar
• Most of the people rate big bazaar as a good
retail shop
• Most of the respondents likes interactive
purchase
• Majority of the respondents never waits for offer
to make purchase
 Large number of people likes the monthly
savings bazaar.
 The highest number of people agrees that
big bazaar providing value for their money
 Most of the people visits big bazaar on a
monthly basis
 Majority of the consumers are satisfied by
the service provided by big bazaar.
SUGGESTIONS
• Increase the advertisement
• Include route map to big bazaar Royapuram in
pamphlets, hoardings and boards.
• Reduce the price of apparels and include more
models
• Include some branded products especially in
apparels
• Encourage the customer service
• Convey the offers regularly to customers and provoke
them to visit the store regularly
• Arrange a bus stop in front of the store, because the
nearest bus stops are too far from the store.
THANK YOU