Professional Documents
Culture Documents
PROJECT REPORT ON
“Assessment of Customer satisfaction”
AT
Submitted by
MAHESH M BAVIKATTI
MBA IV SEM
Reg No: 06KXCM6008
Centre.
with the customers of all the four organized retail outlets. This will
Place Bangalore
(Reg.No:06KXCM6008 )
Objectives:
Introduction:
The basic objective of any marketing activity is to generate, satisfy and retain
Retailing is one such step in the marketing chain of activities that facilitates the
distribution function. Initially, it was considered as just another step in the marketing
chain and the function was accepted as obvious. As the competition increased globally,
differentiation became more and more difficult. Consumer’s purchasing power increased
as economy opened up into more market-oriented mode. Retail function being the most
often used and final link with the ultimate consumer, marketers thought of using it for
proposition in its own accord, which ultimately helps marketing in performing its
discipline and considerable thinking and research went into it for the development and
substantiation. In this course, we are not trying to repeat retailing as a marketing channel
marketing objectives, we will try to address some crucial issues that the entrepreneur
Key Players
This section covers the key players currently operating in the Indian retail
industry including Future Group, Trent Ltd, RPG Enterprise, Vishal Retail Ltd, Shoppers
Godrej Agrovert Ltd, and DCM - Hariyali Kisaan Bazaar.Reliance, Life style, Subhiksha,
1. Across BRIC countries, the food and grocery (F&G) segment is clearly driving retail
growth. For e.g., retail food sales dominate the total retail market in Brazil,
accounting for almost 54 percent of the total retail sales, while Russia is the fastest
growing retail food sales market in the world, with the potential to again double in
size by 2008.
facilitates material sourcing and business communication. While India and Russia
pose no problems in this regard, Brazil and China present communication problems
3. The importance of governments that are quick on decision-making and passing liberal
trade laws cannot be emphasized enough. In China, for instance, being a non-
obvious reason being that the political establishment is not directly accountable to the
people.
formats and investment opportunities towards tier-II cities and rural hubs across all
four countries.
5. Continued economic reforms together with the growth of organized retail (especially
in the F&G segment) has led to growing rural incomes, triggering off far-reaching,
which is to connect the four cities of Delhi, Kolkata, Mumbai and Chennai, will have
massive economic and social repercussions on rural and semi-rural clusters along the
vast network. In China too, the government plans to create a rural retail network
India's imminent urbanization process has implications for demand for housing,
sector, spur demand for vehicles, increase real estate values along the “Golden
escape congested cities. Plus, it will open up thousands of villages en route to a global
audience and effectively integrate them with the growing Indian economy.
• Growth of the Retail market, to a great extent, is the dependent on the size of the
country's consuming class and the rate of growth of GDP, especially disposable incomes.
• India is the world's second most populous country and its GDP growth is likely to
• It is estimated that India's GDP will surpass that of the US before 2050, to make it the
prices) grew at a relatively high pace of nearly 10 percent per annum over the past two
years.
• India's advantage lies in the fact that it has the largest young population in the world –
over 890 million Indians are below 45 years of age. The median age for India is 25 years
as compared to 28 years for Brazil, 33 years for China and 38 years for Russia.
• There are more English speaking people in India than on the European continent.
• The retailing industry in India, estimated at USD 270 Billion in 2006, is expected to
• The size of the organized retailing market in 2006 stood at USD 12.4 Billion in 2006,
• Of the total retail market, food and grocery retail is by far the single largest block
estimated to be worth a whopping Rs.642, 200 core, but more than 99 percent of this
• Clothing, textiles and fashion accessories constitute the second largest block.
• With these growth percentages and following from our estimates for 2006, the future
estimates* for organized retail in India: 2007– Rs.77, 000 core; 2008 – Rs.111, 500 core;
2009 – Rs.162,000 core; and 2010 – Rs.235,000 core. (*Estimates based on 2006 prices).
India's vast middle class and its almost untapped retail industry are key attractions
for global retail giants wanting to enter newer markets. While organized retail in India is
only two percent of the total US$ 215 billion retail industry, it is expected to grow 25 per
cent annually. KSA-Technopak, a retail consulting and research agency, predicts that by
2010, organized retailing in India will cross the US$ 21.5-billion mark from the current
The Project undertaken is to study “The Customer satisfaction at Big Bazaar” The
project also includes the study of the reasons for satisfaction. It has also seen how the
prices, offers, ambience, employee behavior, quality, display, billing process buying
influence the buying behavior of the consumers. And whether these factors inspire the
consumers to visit Big Bazaar more often. The study was made to find out the satisfaction
level of customers and determining the pre purchase behavior, during purchase behavior,
and post purchase behavior. It also determines the relation between the age and income
The study gives an insight about customer’s satisfaction and their perception
towards quality, price, ambience, employees, offers, display. This will also give relative
status of the Big Bazaar. From this information the following benefits emerge: To
carefully look at the customer’s expectation with regards to quality, price, ambience,
employees, offers, display. And company can apply them to the product. The study
results also will help in making proper strategies to promote the product and enhance the
and profits would increase and the market share could also increase. To understand the
Benefit to academics:
Bazaar.
The experience gained during this study provides a tool, which can be applied in any
as repeat purchase, acceptance of other products in the line, brand loyalty, store
objectives for any retailer. In an effort to provide a positive contrast for the new against
the old, this project discusses the issue of customer satisfaction and customer loyalty as
the issue of customer loyalty myopia. This myopia stems from believing that consumer
behavior can be created and sustained in and by itself without careful regard to its
underlying basis on the customer satisfaction side, reviving the long-standing marketing
dilemma of attitude and behavioral measures, and how much attitudes influence or
predict behavior.
To know the perception of the customer regarding the product and their choice.
To find out the pre purchase behavior of the buyers in Big Bazaar
To find out the during purchase behavior of the buyers in Big Bazaar
To find out the post purchase behavior of the buyers in Big Bazaar
To study the level of customer satisfaction using BIG BAZAAR retail service.
Retailing includes all the activities involved in selling goods or services directly to final
consumers for their personal, non-business use. Retailers can be classified in terms of
Store retailers include many types, such as specialty stores, department stores,
different longevities and are at different stages of the retail life cycle. Depending on the
Non-store retailing is growing more rapidly than store retailing. It includes direct
selling (door-to-door, party selling), direct marketing, automatic vending, and buying
services.
organizations, and merchandising conglomerates. More retail chains are now sponsoring
diversified retailing lines and forms instead of sticking to one form such as the
department store.
Retailers, like manufacturers, must prepare marketing plans that include decisions
on target markets, product assortment and services, store atmosphere, pricing, promotion,
and place. Retailers are showing strong signs of improving their professional
management and their productivity, in the face of such trends as shortening retail life
cycles; new retail forms, increasing intertype competition, polarity of retailing, new retail
With the intense competition in the retail industry, the retailer who is able to
satisfy its customers will be the survivor or the winner. Accordingly, once a satisfied
customer is created, a source of profit is made for the businesses. The underlying purpose
of satisfying a customer’s needs is to ultimately make that customer into the seller of the
retailers’ products or services. A satisfied customer is a repeat customer, and their loyalty
will ensure retailer profits. A satisfied customer will talk to other people about his or her
retailer. This ultimately means more businesses and more profit for the retailer.
Therefore, achieving customer satisfaction is a vital aspect of the business operation that
This project was undertaken in the Big Bazaar customer group, which is the
popular hypermarket in India. The scope of the study was undertaken in city Bangalore.
This study also aims towards knowing the consumers opinion towards Big Bazaar.
• The customers were covered in and around the above areas only and cannot be treated
• As the study was conducted as a part of the curriculum, the time available to procure
likely to be biased in some cases. Some customers were unaware of some items.
• Some of the customers responded very well to the questionnaires and were grateful to
the product what they have purchased but some of them even did not bothered to
allow me to interact with them because they didn’t want to spend their time.
Statement of hypothesis:
The study was made through a survey in Big Bazaar and seeks the opinions and
Get the respondent’s fill the questionnaire in the most effective manner
Seeking the opinions & suggestions on the various areas where Big Bazaar can
The research design is descriptive in nature as the study includes the collection of
Research Design
It is a Descriptive research. The study was based on both primary and secondary
data. The primary data was collected through the questionnaire methods.
Secondary data was collected through company websites, journalism discussions with
company guide.
Information was collected directly from the people of the Bangalore who visit Big
Bazaar, for the project work. The survey data collected during the study includes the data
collected through questionnaire, face-to-face interview with the people of Bangalore who
Primary Data:
The primary or the first hand data was collected with the help of handing out the
questionnaires for the survey and also through conducting group discussions in the Big
Bazaar. The respondents were asked how they feel about the Big Bazaar. And there
shopping experience and the satisfaction level and what are the things that need
Secondary Data:
Retail industry and company profile of Big Bazaar as whole and the brand was collected
Indirect responses:
Information is also gathered from the executives of Big Bazaar and the
employees.
The research study will be carried out with in Big Bazaar Bangalore.
Sampling Design
The research was mainly opted on customers survey. The sample selected for
survey was of stratified random sample and cluster sample. Sample size of 100
respondents
Sample Character
Respondents who Visit Big Bazaar outlet were sources of data collection.
Sampling Plan
DATA ANALYSIS:
Data are useful only after analysis. Data analysis involves converting the series of
relationships.
The survey will be carried out in Big Bazaar Bangalore, and the sample size of
100 customers of Big Bazaar will be taken. The information gathered will be formulated
in the form of a coding sheet and the appropriate Pie-charts and Bar-chart will be used for
Business Overview
box, in traveling on the road less traveled. Our corporate doctrine ‘Rewrite Rules, Retain
Over the years, the company has accelerated growth through its ability to lead
change. A number of its pioneering concepts have now emerged as industry standards.
For instance, the company integrated backwards into garment manufacturing even as it
expanded its retail presence at the front end, well before any other Indian retail company
attempted this. It was the first to introduce the concept of the retail departmental store for
the entire family through Pantaloons in 1997. The company was the first to launch a
hypermarket in India with Big Bazaar, a large discount store that it commissioned in
Kolkata in October 2001. And the company introduced the country to the Food Bazaar, a
unique 'bazaar' within a hypermarket, which was launched in July 2002 in Mumbai.
Embracing our leadership value, the company launched all in July 2005 in Mumbai,
making us the first retailer in India to open a fashion store for plus size men and women.
Today we are the fastest growing retail company in India. The number of stores
are going to increase many folds year on year along with the new formats coming up.
The way we work is distinctly "Pantaloon". Our courage to dream and to turn our
dreams into reality – that change people’s lives, is our biggest advantage. Pantaloon is an
invitation to join a place where there are no boundaries to what you can achieve. It means
never having to stop asking questions; it means never having to stop raising the bar. It is
an opportunity to take risks, and it is this passion that makes our dreams a reality.
Company profile
Pantaloon Retail forayed into modern retail in 1997 with the launching of fashion
retail chain, Pantaloons in Kolkata. In 2001, it launched Big Bazaar, a hypermarket chain
that combines the look and feel of Indian bazaars, with aspects of modern retail, like
choice, convenience and hygiene. This was followed by Food Bazaar, food and grocery
chain and launch Central, a first of its kind seamless mall located in the heart of major
Indian cities. Some of it's other formats include, Collection i (home improvement
products), E-Zone (consumer electronics), Depot (books, music, gifts and stationary), all
(fashion apparel for plus-size individuals), Shoe Factory (footwear) and Blue Sky
(fashion accessories). It has recently launched its entailing venture,futurebazaar.com.
The group's subsidiary companies include, Home Solutions Retail India Ltd,
Pantaloon Industries Ltd, Galaxy Entertainment and Indus League Clothing. The group
also has joint venture companies with a number of partners including French retailer
Etam group, Lee Cooper, Manipal Healthcare, Talwalkar's, Gini & Jony and Liberty
Shoes. Planet Retail, a group company owns the franchisee of international brands like
Marks & Spencer, Debenhams, Next and Guess in India.
positioned to cater to the entire Indian consumption space. The Future Group operates
through six verticals: Future Retail (encompassing all retail businesses), Future Capital
(financial products and services), Future Brands (management of all brands owned or
managed by group companies), Future Space (management of retail real estate), Future
Logistics (management of supply chain and distribution) and Future Media (development
Future Capital Holdings, the group's financial arm, focuses on asset management
and consumer finance. It manages two real estate investment funds (Horizon and Kshitij)
and consumer-related private equity fund, In division. It also plans to get into insurance,
consumer credit and other consumer-related financial products and services in the near
future.
Every Indian Consumer in the most profitable manner." One of the core values at Future
Group is, 'India ness' and its corporate credo are - Rewrite rules, Retain values.
operates through six verticals: Future Retail (encompassing all lines of retail business),
Future Capital (financial products and services), Future Brands (all brands owned or
managed by group companies), Future Space (management of retail real estate), Future
company with presence in food, fashion and footwear, home solutions and consumer
electronics, books and music, health, wellness and beauty, general merchandise,
Every Indian Consumer in the most profitable manner.” One of the core values at Future
Group is, ‘Indian ness' and its corporate credo is – Rewrite Rules, Retain Values.
beauty, rewards and perfection. Future encourages us to explore areas yet unexplored,
write rules yet unwritten; create new opportunities and new successes. To strive for a
glorious future brings to us our strength, our ability to learn, unlearn and re-learn, our
ability to evolve.
Our customers will not just get what they need, but also get them where, how and when
they need.
We will not just post satisfactory results, we will write success stories.
We will not just operate efficiently in the Indian economy, we will evolve it.
We will not just spot trends, we will set trends by marrying our understanding of the
It is this understanding that has helped us succeed. And it is this that will help us
succeed in the Future. We shall keep relearning. And in this process, do just one thing
Business Description
Group Vision
Group mission
• 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.
• We will be the trendsetters in evolving delivery formats, creating retail realty,
making consumption affordable for all customer segments – for classes and for
masses.
• We shall infuse Indian brands with confidence and renewed ambition.
• We shall be efficient, cost- conscious and committed to quality in whatever we
do.
• We shall ensure that our positive attitude, sincerity, humility and united
determination shall be the driving force to make us successful.
Core Values
• Respect & Humility: to respect every individual and be humble in our conduct.
• Simplicity & Positively: Simplicity and positively in our thought, business and
action.
Big Bazaar
Shop till you drop! Big Bazaar has democratized shopping in India and is so much
more than a hypermarket. Here, you will find over 170,000 products under one roof that
cater to every need of a family, making Big Bazaar India’s favorite shopping destination.
At Big Bazaar, you will get the best products at the best prices -- this is our
guarantee. From apparel to general merchandise like plastics, home furnishings, utensils,
crockery, cutlery, sports goods, car accessories, books and music, computer accessories
and many, many more. Big Bazaar is the destination where you get products available at
prices lower than the MRP, setting a new level of standard in price, convenience and
quality.
If you are a fashion conscious buyer who wants great clothes at great prices, Big
Bazaar is the place to be. Leveraging on the company’s inherent strength of fashion, Big
Bazaar has created a strong value-for-money proposition for its customers. This
wear, kids wear, sportswear or party wear, Big Bazaar fashions has it all!
Big Bazaar has clearly emerged as the favorite shopping destination for millions
of its consumers, across the country, it’s success is a true testament to the emotional
aspirational appeal and service levels. We believe Big Bazaar is a true pan-Indian model
that can enter into most towns in India and democratize shopping everywhere.
The acceptance and loyalty that Big Bazaar has garnered over the years, was well
On the day India celebrates its Republic Day, the company honoured the
consumer by calling it the ‘Maha Savings Day’. Shoppers at all Big Bazaar and Food
Bazaar outlets across the country were offered products at prices never heard before in
The offers were spread across categories from electronics to utensils, from apparel
to furniture and food. This event received tremendous response from the regular and an
entirely new set of shoppers, which resulted in nearly 2 million people visiting the stores
on that day. And most stores were able to post record sales for a single day.
Riding on the consumption boom that the country has been witnessing over the
past couple of years, the company further expanded its foray into the value space by
adding 10 stores during the year 2005-06, entering new cities like Vishakapatnam, Pune,
The excellent performance of these new stores, further fortified the mass appeal
of Big Bazaar as a true, family-shopping destination. The total number of Big Bazaar
outlets as on June 2006 stood at 30 stores and over 1.20 million square feet of retail
space.
FASHION FOCUS
about 40 per cent of its revenues. Fashion got a further fillip through the standardization
of the visual merchandise at all existing and new stores. The communication focused on
micro merchandising at Big Bazaar. New categories like consumer electronics, furniture,
communication, food and beverage, pharmacies, beauty retail, salons, books, stationery
and music are being added and Big Bazaar is getting bigger in space. A Big Bazaar store
measuring more than 150,000 square feet opened in Bangalore in October 2006. This
On the private label front, the company increased its share of private brands
as a percentage of the total fashion revenues from about 40 per cent in 2004-05 to over 50
per cent in 2005-06. For the year under review, the private label fashion category also
witnessed a significant growth over the past year by nearly 120 per cent.
Big Bazaar has gradually introduced private labels in fashion over the last few
years. Every year, new private labels are introduced to increase their share over other
brands.
DJ&C
India`s cool answer to international labels is positioned for the 20-35 year age
group. It targets both men and ladies and the range includes designer denims, casuals,
DJ&C Sports
This is a unisex sportswear range for the age group of 20-40 years.
Shatranj
The men’s ethnic wear range consists of kurtas, kurta pyjama sets and heavy sherwani
sets.
Shyla
Srishti
The complete ethnic wear range offering a range of traditional designs for ladies,
Pink n Blue
The kids’ brand range created to celebrate the spirit of childhood, has the blue
range for boys and pink for girls. There is an infant line available as well. Pink n Blue
covers the entire apparel needs of kids right across t-shirts, shirts, jeans, trousers, shorts,
FOOD BAZAAR
geography. Food Bazaar, through its multiple outlets addresses this. At the same time it
offers best quality products at wholesale prices to a wide cross section of the India
population. Food Bazaar effectively blends the look, touch and feel of the Indian bazaar
with the choice, convenience and hygiene that modern retail provides.
The food and grocery division of the company was launched in 2002-03 and
has grown to 47 stores nationwide at the end of the current financial year. Most stores are
located within Big Bazaar, Central and Pantaloons and act as strong footfall generators.
There are separate stand-alone Food Bazaars as well. The business contributed just under
50 per cent of value retailing, and about 20 per cent to the company’s turnover during
2005-06.
soaps and detergents, oils, cereals and biscuits. On the product category side, the primary
segregation is done on the basis of staples, fresh produce, branded foods and home and
Affiliated companies
Pantaloon Industries Limited was incorporated in 1987 and its shares are listed
on the Bombay Stock Exchange. The main activities of PIL are to set up textile units and
Home Solutions Retail (India) Ltd. (HSRIL) leads the groups foray in the home
electronics, home electronics and home services. It operates retail formats like Home
Town, Furniture Bazaar, Collection I, E-Zone, Electronics Bazaar and Got It.
Future Capital is the financial arm of the group and is involved in asset
management (both private equity and real estate funds) with plans to get into other
financial services including insurance, credit and other consumer related financial
services. It’s associate companies are Kshitij Investment Advisory Co. Ltd., Indivision
Converge Retail (India) Ltd., leads the group’s foray into the
communication and IT products segment. It operates formats like M-Port, M Bazaar and
Gen M.
The group owns a majority stake in Indus League Clothing Ltd., one of the
leading apparel manufacturers and marketers in India. Some of its leading brands include
The group owns a stake in Galaxy Entertainment Corporate Ltd. that operates
The group is a joint venture partner in Planet Retail Holdings Ltd., which
operates sports, lifestyle and leisure retail chain. It also owns the franchisee and
distribution rights of brands like Marks & Spencer, Guess, Debenhams and Puma in
India.
Foot mart Retail is a joint venture with Liberty Shoes and is engaged in the retailing of
GJ Future Fashions is a joint venture with kids apparel manufacturer - Gini & Jony.
The group is a joint venture partner in CapitaLand Retail India, along with
to retail properties owned or managed by various group companies and investment funds.
ETAM Future Fashions India Pvt. Ltd., is a joint venture with French-retailer,
ETAM and the group. The company is involved in manufacturing and distribution of
Store study
Level 1:
a) Depot:
1. General books
2. Office stationary
3. Children stationary
1. Watches
2. Fashion Jewelry
3. Auto accessories
c) Gold Bazaar:
(This is the separate unit not related to Big Bazaar they share profits on percentage basis)
d) Mobile Bazaar:
1. All kinds of Hand sets ranging from Rs 1000 to !8000 of different companies
2. Mobile accessories
1) Cosmetics
2) Fragrances
3) Herbals
4) Pharmaceuticals
f) Shringar :
1. Bangles
2. Jewelry sets
3. Bracelets
4. Hair Accessories
5. Bidies
6. Chins
g) Plastics:
1. Buckets
2. Casseroles
3. Containers
4. Boxes
5. Flasks
6. Bowls
h) Utensils:
3. Kitchen tools
4. Tiffin Boxes
Crockery
1. Crockery cutlery
3. Casseroles
4. Dinner sets
j) Luggage:
1. Travel bags
2. Trolleys
4. Suitcase
Level 2
a) Ladies Department:(SKD)
1. Sarees
2. Dress materials
3. Under garments
4. Nightwear’s
5. Western wear’s
Men’s Department:
3. Party wears
4. Jeans T-Shirts
Level 3
a) Furniture Department:
1. Dining Table
2. Bedroom Accessories
4. Mattresses
b) Footwear Bazaar :
1. Sports Shoes
2. Formal Shoes
3. Casual Shoes
4. Mens Sandals
5. ladies Sandals
6. Ladies Casuals
7. Ladies Chapple
1. Flower vase
2. Artificial Flowers
3. Religious gifts
4. Candle stand
5. Umbrellas
6. Photo Frames
8. Frame Paintings
d) Home line:
4. Chair bags
e) Toys Dept:
1. Soft toys
2. Educational toys
4. Dolls
Kids department
f) Boys section:
3. Ethic wears
4. Co ordinates
5. Rain cotes
g) Girls Section:
1. Ethic wears
2. Co- ordinates
3. Cotton frocks
4. Western wears
h) Infants:
1) Jhablas
2) Vests
3) Bibs feedings
4) Bed items
5) Baba suits
Level 4
a) Beverages:
c) Mineral water
d) Juices
e) Health drinks
f) Frozen items
b) Confectionaries:
d) Staples Dept:
c) Dry fruits
d) Spicy items
e) Ready meals
f) Breakfast cereals
e) Process Dept:
a) Health drinks
b) Ready to eat
f) Spreads
g) Home care:
Phenyl, Detergents
g) Personal care:
4. Men’s apparel
Level 5
Electronic Bazaar:
1. Televisions
2. Sound System
3. Refrigerators
4. Washing machines
5. Microwave
• International Retailer of the Year - Pantaloon Retail (India) Ltd. The National
Retail Federation is the largest retail trade association with over 1.4 million member
organizations in the US and across the world. Some of the past recipients of this award
• International Retailer of the Year - Pantaloon Retail (India) Ltd. The National
Retail Federation is the largest retail trade association with over 1.4 million member
organisations in the US and across the world. Some of the past recipients of this award
2005
2004
2003
Managing Director, Pantaloon Retail India Ltd. He started off his entrepreneurial
In 1997, Kishore Biyani led the group’s foray into modern retail with the opening
followed by ‘Food Bazaar’, a supermarket chain, which blended the look, touch
and feel of Indian bazaars with western hygiene. This was followed by Central, a
first of its kind seamless mall located in the heart of major India
Bank of India and serves on the board of DSP Merrill Lynch Trustee Co and Ceat
D. O. Koshy, holds a doctorate from IIT, Delhi and is the Director of National
the textiles and garment industry and was instrumental in the setting up of NIFT
Oklahoma and is a Director, NIFT, Hyderabad chapter. She also serves on the
board of Maharishi Commerce Ltd and Samay Books Ltd, among others.
Anil Harish, is the partner of DM Harish & Co. Associates & Solicitors and an
LLM from University of Miami. He also serves on the board of Mahindra Gesco,
Interpretation:
From the above table clearly notice that 75% of the respondents are aware with the BIG
25%
YES
NO
75%
Source: Table 1
Inference:
It is observed from the above chart that 75% of customers are aware about BIG
BAZAAR and 25%of customers are not. It is very clear from the above chart that
60 55
50
40
30 25
20 15
10 5
0
New s paper Telev ision Direct marketing Radio
Source: Table 2
Inference:
It is observed from the above chart that 55% of customers are aware about BIG
BAZAAR through newspaper and 5%of customers through Radio. It is very clear from
the above chart that awareness about BIG BAZAAR through Radio is very poor
compared to other source of information.
35%
Yes
No
65%
Source: Table 2
Inference:
It is observed from the above chart that 65% of the customers shop at BIG
BAZAAR and 35% of the customers do not shop at BIG BAZAAR.
Sourc
40
35
35
30
30
25
20
20
15
15
10
5
0
Twice in a week Weekly Twice in a month Month
e: Table 4
Inference:
It is clear that 35% of people shop once in a week and 15% of people shop twice
in a month .It is observed from the above chart it is clear that maximum customers like to
shop weekly once.
Interpretation:
From the above table it is clear that 35% of the respondents are satisfied with the prices
in Big Bazaar, 15% are highly satisfied, 20% are neither satisfied nor dissatisfied, 20%
Satisfied
35%
Undecided
20%
Source: Table 5
Inference:
It is observed from the above chart that 35% of customers are satisfied about the
BIG BAZAAR Price and 10% of customers are dissatisfied with pricing.
Interpretation:
From the above table it is clear that 40% of the respondents are satisfied with the Quality
of Products in BIG BAZAAR, 25% are highly satisfied, 15% are neither satisfied nor
Highly dissatifie d
Dissatisfied
5%
15%
Highly satisfied
25%
Satisfied
40%
Undicided
15%
Source: Table 6
Inference: It is observed from the above chart that 40% of respondents are satisfied
about the BIG BAZAAR quality of products and 5% of respondents are dissatisfied.
INTERPRETATION:
From the above table it is clear that among 100 respondents 32% are satisfied with the
Ambiance in BIG BAZAAR, 38% are highly satisfied, 15% are neither satisfied nor
Highly dissatisfied
Dissatisfied
5%
10%
Highly satisfied
Undecided 38%
15%
Satisfied
32%
Source: Table 7
Inference:
It is observed from the above chart that 38% of the respondents are satisfied
about the BIG BAZAAR Ambience and 5% of the respondents say customer Ambience
Interpretation:
From the above table it is clear that among 100 respondents 40% are satisfied with the
Service in BIG BAZAAR, 25% are highly satisfied, 15% are neither satisfied nor
Satisfied
40%
Source: Table 8
Inference:
It is observed from the above chart that 40% of the respondents are satisfied about
the BIG BAZAAR Service and 5% of the respondents say customer Service is poor in
BIG BAZAAR.
Interpretation:
From the above table it is clear that majority of the respondents are satisfied with the
Variety of the Products in BIG BAZAAR with 40%, 35% are highly satisfied, 5% are
Satisfied
40%
Source: Table 9
Inference:
It is observed from the above chart that 40% of customers are satisfied about the
Variety of products in BIG BAZAAR and 5% of the respondents say Variety of products
Dissatisfied
25% Satisfied
30%
Undecided
15%
Source: Table 10
Inference:
It is observed from the above chart that 30% of customers are satisfied about the
BIG BAZAAR Promotion and 15% of customers say promotion is poor in BIG
BAZAAR.
Satisfied
40%
Source: Table 11
Inference:
It is observed from the above chart that 40% of customers are satisfied about the BIG
BAZAAR Point of purchase and 5% of customers say point of purchase is poor in BIG
BAZAAR
Interpretation:
From the above table it is clear that majority of the respondents are satisfied with the
discounts in Big Bazaar with 40%, 35% are highly satisfied, 15% are neither satisfied nor
Highly dissatisfied
10%
Highly satisfied
15%
Dissatisfied
20%
Satisfied
Undecided 40%
15%
Source: Table 12
Inference:
It is observed from the above chart that 40% of customers are satisfied about the
BIG BAZAAR discount and 10% of customers says discount is poor in BIG BAZAAR
Undecided
Satisfied
15%
30%
Source: Table 13
Inference:
It is observed from the above chart that 30% of customers are satisfied about the
BIG BAZAAR Sales promotion and 10% of customers say Sales promotion is poor in
BIG BAZAAR.
Satisfied
32%
Dissatisfied
28%
Undecided
13%
Source: Table 14
Inference:
It is observed from the above chart that 32% of customers are satisfied about the
BIG BAZAAR Branded products and 10% of customers say Branded products is poor
in BIG BAZAAR.
Satisfied
23%
Dissatisfied
23%
Undecided
27%
Source: Table15
Inference:
It is observed from the above chart that 27% of customers are satisfied about the
BIG BAZAAR Convenience and 10% of customers say Convenience is poor in BIG
BAZAAR.
Undecided
17%
Satisfied
30%
Source: Table16
Inference:
It is observed from the above chart that 30% of customers are satisfied about the
BIG BAZAAR Location and 10% of customers say Location is poor in BIG BAZAAR.
Highly satisfied
Dissatisfied 33%
18%
Undecided
13%
Satisfied
26%
Source: Table17
Inference:
It is observed from the above chart that 48% of customers are satisfied about the
BIG BAZAAR Availability and 5% of customers say Availability is poor in BIG
BAZAAR.
40
30 28
20
10
10 8 7
Source: Table 18
Inference:
It is observed from the above chart that 47% of customers are satisfied about the
BIG BAZAAR purchasing experience and 7% of customer say purchasing experience is
poor in BIG BAZAAR.
Testing of hypothesis:
Tool applied for the survey on customer preference on Service and price:
The chi-square test is an important test amongst the several tests of
all researchers to (1) test the goodness of fit (2) test the significance of
Price/service 1 2 3 4 5 Total
Highly satisfied 5 15 7 8 0 35
Satisfied 5 12 8 10 5 40
Undecided 3 5 2 2 3 15
Dissatisfied 2 3 0 0 0 5
Highly dissatisfied 0 0 3 0 2 5
Total 15 35 20 20 10 100(GT)
[Row total for the row of that cell] * [Column total for the
Expected Frequency of a
cell=-----------------------------------------------------------------------
(Grand total)
Conclusion: Accept Ho i.e., table value is grater than calculated value (24.996>2.74) and
hence the result of experiment support the hypothesis. We can thus conclude that service
Findings
1. Consumer’s preference to shop in the organized food retail outlet differs based on
2. 24.7% of consumers who visits BIG BAZAAR are the employees from private
(contributing 35%)
4. Great offers available at BIG BAZAAR attract 58% of the customers and prices
25% are highly satisfied, 15% are neither satisfied nor dissatisfied, 15% are
7. Regarding price at BIG BAZAAR 35% are satisfied, 15% are highly satisfied, 20%
neither satisfied nor dissatisfied, 20% are dissatisfied and 10% are highly
dissatisfied.
8. Customers are satisfied by the service, price, ambience and information provided by
BIG BAZAAR.
SUGGESTIONS:
BIG BAZAAR should remain customer focused in recognizing their need, so that
Change according to the requirement i.e. it has to be done on the par of changing
trend.
BIG BAZAAR should conduct different contest for the customers who visits
regularly.
and above.
Conclusion:
This study has basically helped to know the satisfaction level of customers toward
Big bazaar and what influence people to shop at big bazaar. Most of the customers are
influenced by the offers in big bazaar. Big bazaar have great offers for there customers
that acts as the motivating factor which brings the customers to big bazaar.
Customers shop more in the food bazaar and the men’s wear department in big
bazaar. Most of the customers are satisfied with the big bazaar. Customers feel that big
bazaar have variety of products available in various departments. Customers feel that
shopping with big bazaar is convenient and saves there valuable time. This is due to the
very easy for them to find any product in the store. The ambience is also very good but
Customers are very happy with the billing process in big bazaar and the employee
behavior towards them, but how ever the billing process should be still improved to
The customers are very loyal towards big bazaar, hence they want to visit big
bazaar again, around 80 % of the customers are satisfied says that they definitely like to
visit big bazaar again. This shows that customers are satisfied in shopping at big bazaar.
I believe that Big Bazaar has the potential to satisfy its customers and retain them
and it have its brand name to reckon with in the market and I offer my best wishes for
the same and hope that my work will be of some use for the company.
The customers are very much satisfied with the organized retail outlets as these
outlets maintain and provide good quality, quantity, service, price, ambience, display of
the products, infrastructure, parking facilities and customer care. The customers are
greeted and respected very well by the employees of the outlets as today ’ s business is
driven by consumers and the customer is called as the king in the market. The organized
retail outlets are striving very hard to achieve competitive advantage in terms of customer
Websites:
www.futurebites.com
www.pantaloonindia.com
QUESTIONNAIRE
Dear Sir/Madam,
I, Mahesh M Bavikatti pursuing final semester M.B.A. from Surana College P.G
some time from your busy schedule and oblige me with some necessary and required
information.
confidential.
________________________________________________
Yes [ ] No [ ]
Yes [ ] No [ ]
[2] Satisfied
[3] Unsatisfied
[4] Dissatisfied
a. Price [ ] [ ] [ ] [ ] [ ]
b. Quality of product [ ] [ ] [ ] [ ] [ ]
c. Ambience [ ] [ ] [ ] [ ] [ ]
d. Service [ ] [ ] [ ] [ ] [ ]
e. Variety of products [ ] [ ] [ ] [ ] [ ]
f. Promotion [ ] [ ] [ ] [ ] [ ]
h. Discounts [ ] [ ] [ ] [ ] [ ]
i. Sales promotion [ ] [ ] [ ] [ ] [ ]
j. Branded products [ ] [ ] [ ] [ ] [ ]
k. Convenience [ ] [ ] [ ] [ ] [ ]
l. Location [ ] [ ] [ ] [ ] [ ]
m. Availability [ ] [ ] [ ] [ ] [ ]
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Thank You,