CUSTOMER SATISFACTION AT BIG BAZAR

Supervised by

SHEETAL CHADDA
PROFESSOR (MARKETING DEPARTMENT)

Submitted

By

RAKESH KUMAR SAMARIYA

PGDM(RM) Roll No.-6078

Guru Nanak Institute of Management, Punjabi Bagh, New Delhi

 CONTENT

• Introduction

• Problem Recognition

• Scope of the study

• Objective of the study

• Data and Research Methodology

• Tentative chapter plan

• Limitation of study

• Bibliography

• Questionnaire
 INTRODUCTION
The word "Retail" originates from a French-Italian word. Retailer is someone who
cuts off or sheds a small piece from something. Retailing is the set of activities that
markets products or services to final consumers for their own personal or
household use. It does this by organizing their availability on a relatively large
scale and supplying them to customers on a relatively small scale. Retailer is a
Person or Agent or Agency or Company or Organization who is instrumental in
reaching the Goods or Merchandise or Services to the End User or Ultimate
Consumer.
Indian Retail Industry:

Indian retail industry is the largest industry in India, contributing to over 13% of
the country's GDP. Organized retail industry in India is expected to rise 35%
yearly being driven by strong income growth, changing lifestyles, and favorable
demographic patterns. It is expected that by 2011-12 modern retail industry in
India will be worth US$ 590 billion. It has further been predicted that the retailing
industry in India will amount to US$ 833 billion by 2013 and US$ 1.3 trillion by
2018. Shopping in India has witnessed a revolution with the change in the
consumer buying behavior and the whole format of shopping also altering.
Industry of retail in India which has become modern can be seen from the fact that
there are huge shopping centers, malls and sprawling complexes which offer food,
shopping, and entertainment all under the same roof. Indian retail industry is
expanding itself most aggressively; as a result a great demand for real estate is
being created. Indian retailers preferred means of expansion is to expand to other
regions and to increase the number of their outlets in a city.

Big Bazaar has already plotted its own identity in the world retail. Big Bazzar is
retail chain of hypermarket in india that reaches to the customers with every needs
at a reasonable prices. This retail store is the subsidiary of the Future group. There
are 121 stores of Big Bazaar in India. This shopping store mainly attracts middle
class and lower-middle class with the discounted pricing and lucrative offers at
different products. In the year 2002, Big Bazaar introduces Food Bazaar as a Shop-
In-Shop pattern.

Objective of study.
The primary objective of the study remains to evaluate of impact of service quality
as provided by retail stores. The study covers the overall perspective to cover the
following objective:

1. To analyse the basic concept and history of the retail store.

2. To know what is service quality provided by the retail store.

3. How to attract the customer towards their products.

 4. To analyze the awareness of the retail store regarding the response of the
customer.

5. To analyze step what step should be taken in crisis.

6. To generate the suggestion , for the information providing extra quality of

services.

The need to study the of customer satisfaction at BIG BAZAR. The retail store
faces many of the problems in providing the services to the customer

1. The staff at the retail stores does not use the goods they sell and have no
enough information about the product.

2. In the retail store there are many brand products. The brand owner hasn’t
educated the sale person about the philosophy of what their services are.

3. The orientation should be services and not sales because sales precedes great
service automatically sooner or later.

Data and methodology

The report ” customer satisfaction at BIG BAZAR” aims to assimilate data about
customer services customer perception towards for it. The data for the study will
be collected by using both, primary as well as secondary sources. Under secondary
research a detailed study was done from the various books, journals, magazines
written on customer services and their disbursement procedure through retailing
store to obtain the required information and to have precise idea of the services of
retail.

Primary Data: The primary data was collected by means of a survey.

Questionnaires were prepared and customer of the Big bazar were approached to
fill up the questioners. The questionnaire contains 15 questions which reflect on
the type and quality of services provided by the banks to the customers. The
response of the customer is recorded on a grade scale of 1 to 5 for question. The
filled up information was later analyzed to obtain the required interpretation and
the findings.

Secondary Data: Secondary data will constitute an integral part of study and it
will assimilated in following areas:

Data regarding services website.

Other data, news, articles and publications relating to services

and impact on customers.

Secondary data will be collected through extensive literature survey and sources
will include newspapers, internet,

Tentative chapter plan

1. Introduction of customer satisfaction.

2. Importance of satisfaction.

3. Profile of Big Bazaar

4. Analysis of retailer for providing services.

5. Analysis of customer satisfaction towards the retail store.

6. summary

7. suggestion.

8. Conclusion,

9. Limitation

10.Bibliography
 BIBLIOGRAPHY

Books

1. Retail Management ( A strategic approach) by Barry Esrac & Joel Evios

2. Retail Management by Srivastav

3. Marketing management by Philip kotler.

4. Marketing management by Tapan K Panda.

5. Marketing services through Quality by Leonard L Berry.

6. Marketing mastermind

7. Advertising express

8. 4 Ps

9. Business world

10.Business standards

11.Times of india

12.Hindustan times of india

 Websites

1. www.bigbazar.com

2. www.google.com

3. www.springlink.com

4. www.oppapers.com

Questionnaire

Name –

Age –

Gender- M ( ) F( )

Mobile No -

Date- Occupation-

1. a) Do you frequently shop at big bazaar?

A). Yes ( ) B). No ( )

b) How frequently do you shop at big bazaar?

A) Every week ( ) B). Once in two week ( )

C). once in three week ( ) D). Once in a month ( )

2. a) What comes to your mind when you mean about big bazaar?

A). Discount ( ) B). Product variety ( ) C). Brand ( )

D). Quality ( ) E). Free offer ( ) F). Others ( )

3. In which section do you spend more time while shopping?

A). Food bazaar ( ) B). Apparels ( )

C). Household utensils ( ) D). Other section ( )

4. Do you think, this store has good parking facilities?

A). Yes ( ) B). No ( )

5. How is the ambiance of floor inside the store?

A). Excellent ( ) B). Good ( ) C).Ok ( ) D). Bad ( )

6. How do you feel about sales persons and promoters?

A). Excellent ( ) B).Good ( ) C).Average ( ) D). Bad ( )

7. How is billing process?

A). Excellent ( ) B). Good ( ) C). Average ( ) D). Bad ( )

8. Do you feel that Big Bazaar provide you value for money?

A). Yes ( ) B). No ( )

9. The cleanliness and hygiene maintained in the store is-

A). Excellent ( ) B).Good ( ) C). Ok ( ) D). Bad ( )

10. Product display and signage in the store is-

A). Excellent ( ) B).Good( ) C). Ok ( ) D). Bad ( )

11. Location of Big Bazaar in your city is-

A). Excellent ( ) B).Good( ) C). Ok ( ) D). Bad ( )

12. The store layout at this store makes it easy for customers to move around the
store and find what they want?

A) Strongly Disagree ( ) B) Somewhat Disagree ( )

 C) Neutral ( ) D) Somewhat Agree ( )

E) Strongly Agree ( )

13. Through which promotional source you come to know about Big Bazaar?

A). Print Media ( ) B). Electronic Media ( )

C). Word of Mouth ( ) D). Magazine ( )

14. Which type of media appeals you more for purchasing from Big Bazaar?

A). Print Media ( ) B). Electronic Media ( )

C). Word of Mouth ( ) D). Magazine ( )

15. Which of the following service you have used most frequently?

A). Home Delivery ( ) B).Exchange ( )

C). Gift hampers ( ) D) Alteration ( )