a study on customer service with reference to big bazaar, banglore

7/13/2019 A Study on customer service with reference to Big Bazaar, Banglore

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A study on Customer

VISVESVARAYA T

In partial fulfillment

MASTER OF

Internal Guide

Mr. D M Arvind Mallik

Asst. Professor

P G Dept. of Management S

& Research Centre

P.G. Department of

PES INSTITUTE O

NH -206, S

Internship Report on

ervice With Reference to Big Bazaar,

BY

Kiran M C(4PM12MBA16)

Submitted to

CHNOLOGICAL UNIVERSITY, BE

f the requirements for the award of the D

BUSINESS ADMINISTRAT

Under the guidance of

Exte

Mr.

Peopl

udies Jaya

Ban

Management Studies and Resear

TECHNOLOGY AND MANA

gar Road, Shivamogga 577 204

July 2014

angalore

LGAUM

gree of

ON

rnal Guide

aviyarasu R

e Officer, HR

nagar,

alore.

h Centre

EMENT


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PES Institute of Technology & ManagementN H N H 206, Sagar Road, Shivamogga - 577 204 (Karnataka)

Affiliated to Visvesvaraya Technological University, Belgaum Ph. : 08182 233795 / 96, 290144 (Direct)

Approved by A.I.C.T.E., Recognised by Govt. of Karnataka Fax : 08182 233797, 233793 (Direct)

Website : www.pesshivamogga.org

CERTIFICATE

This is to certify that Mr. Kiran M C (4PM12MBA16), is a 4th

Semester student of

Master of Business Administration, P.G Department of Management Studies and Research

Centre, PESITM, Shivamogga (2012-2014), affiliated to Visvesvaraya Technological

University, Belgaum. Internship report on A Study on Customer Service With

Refernce to Big bazaar, Bangalore is prepared by him under the guidance ofMr. D M

Arvind Mallik, in partial fulfillment of requirement for the award of the degree of Master

of Business Administration of Visvesvaraya Technological University, Belgaum.

Mr. D M Arvind Mallik Dr.R.Nagaraja Dr. Ashok Kumar. TAsst. professor Prof & HOD. Principal, PESITM

Internal Guide PGDMS & RC

EXTERNAL EXAMINERS

[1]

Signature:.........

Name:

Institution:

[2]

Signature:.........

Name:...

Institution:


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DECLARATION

I, Kiran M C, hereby declare that the Internship report entitled A Study on

Customer Service with Reference to Big Bazaar, Bangalore prepared by me under

the guidance of Mr. D M Arvind Mallik, faculty of M B A Department , PESITM,

Shivamogga and external assistance by Mr. Kaviyarasu R, People officer HR, Big Bazaar.

I also declare that this Internship work is toward the partial fulfillment of the

university regulation for the university regulation for the award of degree of Master of

Business Administration by Visvesvaraya Technological University, Belgaum.

I have undergone a summer project for a period of Twelve weeks. I further declare

that this project is based on the original study undertaken by me and has not been submitted

for the award of any degree/diploma from any other University/Institution.

Place: Shivamogga Signature .......

Date: Kiran MC

(USN: 4PM12MBA16)


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ACKNOWLEDGEMENT

I, the undersigned, IV Semester student of MBA , P G Department of Management

Studies & Research Centre, PES Institute of Technology & Management, Shivamogga is glad

to express my deep sense of gratitude to all the persons connected with the successful

completion of this project work. This report is obviously not the result of my work alone,

many persons have directly or indirectly involved, without whom this work would not have

been accomplished

I am grateful to the Organization (BEML, Marketing Division KGF complex that

gives me this opportunity I support to carry out this present project work successfully.

I am grateful to Mr. Kaviyarasu R, People officer HR, Jayanagara, Big Bazaar

who was an external guide, encouragement and assistance at every stage of this project work

and also for permitting me to do this project work in Big Bazaar.

I am grateful to Mr. D M. Arvind Mallik, Asst. Prof, P G Department of

Management Studies & Research Centre, PESITM Shivamogga, for his guidance and

continuous untiring support during the course of this project work.

I am thankful to Dr.R.Nagaraja, Professor & HOD, P G Department of Management

Studies & Research Centre, PESITM, Shivamogga

Its my immense gratitude to thankDr. Ashok Kumar T, Principal, PESITM

Shivamogga for his untiring support

I am also thankful to all the teaching and non teaching staff of PGDMSRC,

PESITM and the student friends & family for their support and co-operation.

Finally, I acknowledge with thanks to the co-operation and support extended to us

by the respondents who helped in successful completion to this project work.

Kiran M C

(4PM12MBA16)


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TABLE OF CONTENTS

Sl.

No.

Particulars Page

No.

Executive Summary

1 Introduction 1

1.1 Introduction about the Internship 1

1.2 Topic chosen for the study 1

1.3 Need of the study 1

1.4 Objectives of the study 2

1.5 Scope of the Study 2

1.6 Methodology Adopted 2-4

1.7 Literature Review 4-5

1.8 Limitations of the study 52 Industry and Company profile 6

2.1 Industry profile 6-10

2.2 Company profile 11-14

2.3 Promoters (Board of directors) 14-15

2.4 Vision, Mission and Quality Policy 15-16

2.5 Products Profile 16-17

2.6 Area of Operation 17

2.7 Infrastructural Facilities 17-18

2.8 Competitors Information 18-19

2.9 SWOT analysis & Customer service process 19-21

2.10 Future Growth and Prospects of the Company 21

2.11 Analysis of Financial Statements of Coca cola Company 22-26

3 Theoretical background of the study 26-30

4 Data Analysis and Interpretation 31-55

5 Summary of Findings, Suggestions and Conclusion 56-58

Findings 56-57

Suggestions 57Conclusion 58

Bibliography

Annexure


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Table

No

TABLE TITLEPage No.

4.1Age Parameter.

4.2

Income level4.3

Education Qualifications

4.4Working status

4.5Customer frequently visit in big bazaar

4.6Factors influencing you to purchase in big bazaar

4.7Customer familiar product from Big Bazaar

4.8 How does contact the Customer service experience

4.9Staff response to customer enquiry

4.10Customer responding in customer service

4.11 Enough signs in the Store to provide needed information in navigation.

4.12Store character & importance of Big Bazaar

4.13Cleanliness of the Store

4.14Customer which kind of an facility like from Big Bazaar

4.15Customer like facility from big bazaar

4.16Quality of customer experience in big bazaar

4.17Improve on customer service

4.18 Improve quality customer service will expecting way

4.19Customer expectation from Big Bazaar

4.20Customer happy with customer service in big bazaar

4.21Provide future service to customer


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LIST OF THE GRAPHS

Table

No.

TABLE TITLE Page

No.

4.1 Age Parameter

4.2Income level

4.3Education level

4.4Working status


4.6Factors influencing customer to purchase in big bazaar

4.7 Customer which products more like from big bazaar

4.8Customer how contact for service with staff


4.10Various customers responding in customer service


4.12

Store character & importance of Big Bazaar4.13

Cleanliness of the Store.

4.14Which facility of like from Big Bazaar

4.15Customer like facility from Big Bazaar

4.16Recent customer service experience in big bazaar

4.17Customer service of the staff, facility, store in the big bazaar

4.18 Improve the quality service through in this parameter

4.19 Customer expecting valuable service in big bazaar

4.20Customer happy with service in big bazaar

4.21 Improve the need of customer service which will help to future.


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LIST OF TABLES

Table

No

TABLE TITLEPage No.

4.1 Age Parameter.

4.2Income level

4.3Education Qualifications

4.4Working status


4.6Factors influencing you to purchase in big bazaar

4.7 Customer familiar product from Big Bazaar

4.8How does contact the Customer service experience


4.10Customer responding in customer service


4.12Store character & importance of Big Bazaar

4.13Cleanliness of the Store

4.14Customer which kind of an facility like from Big Bazaar

4.15Customer like facility from big bazaar

4.16Quality of customer experience in big bazaar

4.17Improve on customer service

4.18 Improve quality customer service will expecting way

4.19

Customer expectation from Big Bazaar

4.20Customer happy with customer service in big bazaar

4.21Provide future service to customer


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EXECUTIVE SUMMARY

The study undertaken at Jayanagar, Big Bazaar, Bangalore titled A Study on Customer

Service With Reference To Big Bazaar, Bangalore the study comprises of 5 chapters.

In this report the first chapter the introduction about the internship, topic chosen of the of the

study, need for the study, objective for the study, scope of the study, methodology adopted,

literature review and limitation.

The second chapter explains about the industry and company profiles of organization being

study, the board of directors, vision and mission, quality policy, product/ service profile,

areas of operation, infrastructure facilities of the company. Competitors information and

undergone a SWOT analysis that helps to know the companys core competencies, and future

growth and prospects. It is concluded with a brief insight into the financial statement of the

organization.

The third explain about of the theoretical background of the study that elaborate the

information on the subject chosen for better understanding.

The fourth Chapter explains about of the analysis and interpretation of the data collected with

relevant tables and graphs. Results obtained by using statistical tools.

The fifth Chapter explain about of the finding and suggestions are based on the opinion of the

employees and it is concluded with brief.


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Customer Service With Reference to Big Bazaar, Bangalore

P G Dept. Of Management Studies & research Centre, PESITM. Shivamogga Page 1

Chapter -1: Introduction

1.1 Introduction about the Internship

The internship program is designed to provide students engaged in a field experience with

an opportunity to share their insights, to explore the links between students' academic

preparation and their field work, and to assist participants in developing and carrying out

the major research project which will serve to culminate their internship experience.

Internships are individualized and tailored to the needs and interests of each student in the

program. As part of the internship experience, students are expected to take an active role

in finding an appropriate internship for themselves. Many students pursue their own

contacts.The 12 week internship has been positioned during 4 th semester of MBA program as it

serves the twin purpose of providing.

1.2 Topic chosen for the study:

Customer service with reference to big bazaar, Bangalore I studying in this topic

Jayanagar, Bangalore. Here more customers coming for buying the daily needed products.

So at the time big bazaar provides some services for more customer attraction, so Istudying that all services for customer in this big bazaar.

1.3 Need for the study:

Customer service is the experience a customer gets when using products made by the

business. The project title on Study on Customer service with reference to big bazaar,

Jayanagar, Bangalore, helps to understand the practical market. Through this project title I

am going to study, what is customer service and the behaviour of the purchasing,consumption and evaluating products, services and ideas, which they expect, will satisfy

their needs in which they investment they are interested or no. I have prepared

questionnaire for this purpose taking sample size of 200.

The study of Customer service to understand & predict in the market place.


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1.4 Objectives of the study:

1. To study & understand the factors influence in buying behaviour of customerservice at big bazaar.

2. To study various customer service practices by regard of big bazaar.

3. To know the effectiveness of sales service provided by big bazaar

4. To understand the customer feedback about future customer service in Big Bazaar.

1.5 SCOPE OF STUDY:

The scope of this research is to identify the buying behaviour of customers of Big Bazaar.

This research is based on primary data and secondary data. This study only focuses on

urban buying behaviour of customers. The study does not say anything about rural buying

behaviour of customer because rural status/attitude & acceptance of the rural customers

differs with urban customers. It provides help to further the research for organized retail

sector.

1.6 METHODOLOGY ADOPTED:

Sources of data:

a. Primary data

b. Secondary data

a. Primary Data

Primary data is that which is collected fresh and thus happen to be Original in character.

The primary data is collected in the process of questionnaire and interviews of the outlets.

The primary data were derived from the answers respondents gave in the structured

questionnaire prepared by the researcher. A personal interview was conducted with the

help of a Questionnaire. The respondents were asked to give their frank opinion regarding

the concerned matter and respondents have given valuable information.

The various methods of primary data collection which is used in this study are:

Personal or Face to Face method

Questionnaire Method


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b. Secondary Data

Secondary data is any data, which have been gathered earlier for some other purpose. Data

that have been previously collected for some project other than the one at hand.Among the above mentioned types of data was used for the study and analysis of the

objective of this project, also the secondary to data proved to be helping hand in framing

up the industry scenario and also the relevant topics in the entire project report. For

collecting secondary data researcher used internet, news papers and Hand outs.

SAMPLING PLAN

A sample definite design is a definitive plan for obtaining a sample from a given

population. It refers to the technique or the procedure the researched would adopt in

selecting items for the sample design is determined before data are collected. There are

many sample design from researcher can choose.

Here researcher doing convenience sampling. This is also known as purposive or non

probability sampling. This sampling method involves purposive or deliberate selection of

particular units of the universe for constituting a sample which represent the universe.

When population elements are selected for inclusion in the sample based on ease of access.

Since it is not possible to study whole universe, it becomes necessary to take sample fromthe universe to know about its characteristics.

1. Sampling Units: Customers of Big bazaar at Jayanagar 9th Block Bangalore.

2. Sample Technique: Convenience non probability

3. Research Instrument: Structured Questionnaire includes multi choice answers to be

chosen by the respondents.

SAMPLE SIZE:

The survey is conducted in the city of Bangalore big bazaar, with 200 customers as

respondent.

Tools and Techniques of Data Collection & analysis

Data Analysis procedure

In order to analyze the data gathered from the survey, the weighted mean for each question

item was computed. Weighted mean is the average wherein every quantity to be averagedhas a corresponding weight. These weights represent the significance of each quantity to


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be average. To compute for the weighted mean, each value must be multiplied by its

weight. Products should then be added to obtain the total value. The total weight should

also be computed by adding all the weights. The total value is then divided by the total

weight.

Statistically, the weighted mean is calculated using the following formula:

Weighted Mean = (Y1 X 5) + (Y2 X 4) + (Y3X3) + (Y4 X 2) + (Y5 X 1

200

Where Y1, Y2, Y3, Y4, Y5 are the number of respondents that selected the given likert

choices.

Percentage Analysis Method=

1.7 LITERATURE REVIEW:

1. VSRD International Journal of Business and Management Research, Vol. 3 No. 1January 2013 / 1

E-ISSN: 2231-248X, p-ISSN: 2319-2194 VSRD

International Journals: www.vsrdjournals.com

(Retail service quality and its effect on customer Perception: a study of select supermarket)

Range Interpretation

4.50-5.00 Excellent /strongly agree

3.50-4.49 Good/ agree

2.50-3.49 Average/Mixed

1.50-2.49 Fair/ Disagree

0.00-1.49 Poor/strongly disagree

Number of respondents

Total number of respondents

X 100


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2. Journal of Retailing and Consumer Services (J Retailing Consumer Service)

IEEE transactions on systems, man, and cybernetics. Part B,

Cybernetics: a publication of the IEEE S...

ISSN: 1941-0492, Impact factor: 3.01(The journal is an international and interdisciplinary forum for research and debate in the

rapidly developing - and converging - fields of retailing and services studies. Published

quarterly,)

3.) Journal of Retailing 83 (1, 2007) 14

Six strategies for competing through service: An agenda for future research (Ruth Bolton

1, Dhruv Grewal, Michael Levy b, 2)

W. P. Carey School of Business, Arizona State University, PO Box 874106, Tempe, AZ

85287-4106, United States

(Babson College, Wellesley, MA, United States) Accepted 30 November 2006

4) Author Name: Shikhanloo shima

Publication: online publication on 24 Sep 2013(online ISSN 2249-6270)

Topic: Customer service with reference to big bazaar

1.8 Limitations of the study:

Insecurity limiting access to the population of concern

The lack of time to carry out a survey

The lack of funding necessary to carry out a survey

The lower priority for carrying out a survey because of competing urgent tasks

Due to companys policies certain information is not sharing.


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Chapter 2 - INDUSTRY AND COMPANY PROFILE

2.1 Industry profile:

Retail means selling goods and services in small quantities directly to customers. Retailing

consists of all activities involved in marketing of goods and services directly to consumer

for their personnel family and household use.

Types of Retailing:

A. Store retailing: The mode of retailing where a store is essential in a particular location

to do business. Store retailing can be performed in different formats. They are:

1) Specialty store: The stores carry large amount of merchandise but in a limited productLines like Textile store or furniture store. For example, Tanishq a jewellery retail store.

2) Department store: In this retail format apparel, home furnishing and consumables goods

and services are sold. Each of the formats is considered as a different department and

Managed in the retail store. For example, Shoppers stop of Raheja group.

3) Supermarkets: According to Philip Kotler supermarkets are a relatively large, low cast,

low margin, high volume, self service operation designed to serve the consumers total

needs for food and house hold products. For example, Food world of RPG group.

4) Convenience store: These stores are very near to customer residence. Usually carry day

today products of high turnover at premium price. For example, Reliance fresh

5) Discount store: These stores sell products at low prices with low margin. The store

achieves their profit by generating high volumes. Subhiksha, a south India based retailer

6) Off price retailers: This type of retailer buys the goods less than wholesale prices. These

products are sold less than retail prices. For example, factory outlets in marathahalli

Bangalore.

7) Super stores: These are very large stores where customer can purchase food and non

food products. The super store includes category killers that carry large merchandise in

Particular category. Another type of super store format exists in India is Hypermarkets.


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B. Non store retailing: The mode of retailing where a company uses electronic media or

Direct selling medium to sell their products. For example, direct selling, Telemarketing,

Automatic vending, online retailing and direct marketing.

Follows this format.

The Indian retailing industry is becoming intensely competitive, as more and more players

are serving for the same set of customers. The major retail players are Pantaloon Retail,

Shoppers Stop, Reliance, etc.

Retailing is one of the biggest sectors and it is witnessing revolution in India. The new

entrant in retailing in India signifies the beginning of retail revolution. India's retail market

is expected to grow tremendously in next few years. According to AT Kearney, The

Windows of Opportunity shows that Retailing in India was at opening stage in 1995 and

now it is in peaking stage in 2008. India's retail market is expected to grow tremendously

in next few years. India shows US$330 billion retail market that is expected to grow 10% a

year, with modern retailing just beginning. India ranks first in 2005.

Sector Details:

In India, the most of the retail sector is unorganized. In India, the retail business

contributes around 10 percent of GDP of this, the organized retail sector accounts only for

about 5 percent share, and the expected annual growth rate is 5% per annum and remaining

share is contributed by the unorganized sector. The main challenge facing the organized

sector is the competition from unorganized sector. Unorganized retailing has been there in

India for centuries, theses are named as mom-pop stores.

According to A T Kearney, the organized retailing is expected to be more than $23 billion

revenue by 2010. In organized retailing will grow faster than unorganized sector and the

growth speed will be responsible for its high market share, which is expected to be $ 17

billion by 2010-11.

This organized retail sector mix includes supermarkets, hypermarkets discounted stores

and specialty stores, departmental stores. For example, Spencer network has 69 stores,

which includes seven Spencer hypermarkets, three Spencer super markets and 49 SpencerDailys. Now the company is planning to open 20 stores in 10 cities in six months. The


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top 10 retailers account only for 2% of total market, today modern retailing is expected to

enter a boom phase, which has major players and these players might capture 10% of total

market, within next five years.

Pantaloon

Pantaloon Retail (India) Limited, is Indias leading retailer that operates multiple retail

formats in both the value and lifestyle segment of the Indian consumer

market. Headquartered in Mumbai (Bombay), the company operates over 7 million square

feet of retail space, has over 1000 stores across 51 cities in India and employs over 25,000

people.

The companys 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, all,

Top 10, Bazaar, Star and Sitara. The company also operates an online portal,

futurebazaar.com.

A subsidiary company, Home Solutions Retail (India) Limited, operates Home Town, alarge-format home solutions store, Collection , selling home furniture products and E-Zone

focused on catering to the consumer electronics segment. Pantaloon Retail was recently

awarded the International Retailer of the Year 2007 by the US-based National Retail

Federation (NRF) and the Emerging Market Retailer of the Year 2007 at the World Retail

Congress held in Barcelona.

Pantaloon Retail is the flagship company of Future Group, a business group catering to the

entire Indian consumption space.


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Future Group

Future Group is one of the countrys leading business groups present in retail, asset

management, consumer finance, insurance, retail media, retail spaces and logistics.

The groups flagship company, Pantaloon Retail (India) Limited operates over 7 million

square feet of retail space, has over 1000 stores across 53 cities in India and employs over

25,000 people. Some of its leading retail formats include, Pantaloons, Big Bazaar, Central,

Food Bazaar, Home Town, e-Zone, Depot, Future Money and online retail format,

futurebazaar.com.

Future Group companies includes, Future Capital Holdings, Future Generally India Indus

League Clothing and Galaxy Entertainment that manages Sports Bar, Brew Bar and

Bowling Co. Future Capital Holdings, the groups financial arm , focuses on asset

management and consumer credit. It manages assets worth over $1 billion that are being

invested in developing retail real estate and consumer-related brands and hotels.

The groups joint venture partners include Italian insurance major, Generally French

retailer ETAM group, US-based stationary products retailer, Staples Inc and UK-based Lee

Cooper and India-based Talwalkars, Blue Foods and Liberty Shoes.

Future Groups vision is to, deliver Everything, Everywhere, Every time to Every

Indian Consumer in the most profitable manner. The group considers Indian-nests as a

core value and its corporate credo is - Rewrite rules, Retain values.

Future Group, led by its founder and Group CEO, Mr. Kishore Biyani, is one of Indias

leading business houses with multiple businesses spanning across the consumption space.

While retail forms the core business activity of Future Group, group subsidiaries are


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present in consumer finance, capital, insurance, leisure and entertainment, brand

development, retail real estate development, retail media and logistics.

Led by its flagship enterprise, Pantaloon Retail, the group operates over 11 million square

feet of retail space in over 63 cities and towns and 65 rural locations across India.

Headquartered in Mumbai (Bombay), Pantaloon Retail employs around 30,000 people and

is listed on the Indian stock exchanges. The company follows a multi-format retail strategy

that captures almost the entire consumption basket of Indian customers. In the lifestyle

segment, the group operates Pantaloons, a fashion retail chain and Central, a chain of

seamless malls. In the value segment, its marquee brand, Big Bazaar is a hypermarket


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format that combines the look, touch and feel of Indian bazaars with the choice and

convenience of modern retail.

In 2008, Big Bazaar opened its 100th store, marking the fastest ever organic expansion of a

hypermarket. The first set of Big Bazaar stores opened in 2001 in Kolkata, Hyderabad and

Bangalore.

The groups specialty retail formats include, books and music chain, Depot, sportswear

retailer, Planet Sports, electronics retailer, E-zone, home improvement chain, Home Town

and rural retail chain, Aadhar, among others. It also operates popular shopping portal,

futurebazaar.com.

Pantaloon Retail (India) Limited, is Indias leading retailer that operates multiple retail

formats in both the value and lifestyle segment of the Indian consumer

market. Headquartered in Mumbai (Bombay), the company operates over 11 million

square feet of retail space, has over 1000 stores across 63 cities in India and employs over

30,000 people.

The companys 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, all,

Top 10, bazaars and Star and Sitar. The company also operates an online portal,

futurebazaar.com

2.2 COMPANY PROFILE

Big Bazaar:

Big Bazaar, is the chain of retail stores of the big banner Pantaloon Retail (India) Ltd.,

which in turn is a segment of the Kishore Biyani, regulated Future Group of Companies.

Moreover the customer friendly ambiance and the organized retailing of products also

make Big Bazaar one of the successful retail companies in India.

Big Bazaar a part of the Pantaloon Group, is a hypermarket offering a huge array of goods

of good quality for all at affordable prices. Big Bazaar with over 50 outlets in different

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


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Big Bazaar has no doubt made a big name in the retail industry of India, moreover

shopping here is further made a memorable experience with the varied rates of discounts

on products as well as discount vouchers available in a variety of amounts, like INR 2000,

INR 3000, INR 4000, INR 5000 and INR 10000 on all Big Bazaar products andaccessories.

The variety of product range in Big Bazaar:

This large format store comprise of almost everything required by people from different

income groups. It varies from clothing and accessories for all genders like men, women

and children, playthings, stationary and toys, footwear, plastics, home utility products,

cosmetics, cocker, home textiles, luggage gift items, other novelties, and also food

products and grocery.

The added advantage for the customers shopping in Big Bazaar is that there are all time

discounts and promotional offers going on in the Big Bazaar on its salvable products.

The significant features of Big Bazaar:

Shopping in the Big Bazaar is a great experience as one can find almost everything

under the same roof. It has different features which caters all the needs of the shoppers.

Some of the significant features of Big Bazaar are:

The Food Bazaar or the grocery store with the department selling fruits and

vegetables

There is a zone specially meant for the amusement of the kids

Furniture Bazaar or a large section dealing with furniture

Electronics Bazaar or the section concerned with electronic goods and cellular

phones

Future Bazaar.com or the online shopping portal which makes shopping easier as

one can shop many products of Big Bazaar at the same price from home

Well regulated customer care telecalling services.

Innovations:

Wednesday Bazaar:

Big Bazaar introduced the Wednesday Bazaar concept and promoted it as Hafte Ka Sabse

Sasta Din. It was mainly to draw customers to the stores on Wednesdays, when leastnumber of customers are observed. According to the chain, the aim of the concept is "to


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give homemakers the power to save the most and even the stores in the city a fresh look to

make customers feel that it is their day".

Sabse Sasta Din

Big Bazaar introduced the concept of "Sabse Sasta Din". The idea was to simply create aday in a year that truly belonged to Big Bazaar. This was launched on January 26, 2006

and the result

was exceptional that police had to come in to control the mammoth crowd. The concept

was such a huge hit that the offer was increased from one day to three days in 2009 (24 to

26 Jan) and to five days in 2011 (22-26 Jan) and 23-27 Jan in 2013.

Maha Bachat

Maha Bachat was started off in 2006 as a single day campaign with attractive promotional

offers across all Big Bazaar stores. Over the years it has grown into a 6 days biannual

campaign. It has attractive offers in all its value formats such as Big Bazaar, Food Bazaar,

Electronic Bazaar and Furniture Bazaar - catering to the entire needs of a consumer

The Great Exchange Offer

On February 12, 2009 Big Bazaar launched "The Great Exchange Offer", through with the

customers can exchange their old goods in for Big Bazaar coupons. Later, consumers can

redeem these coupons for brand new goods across the nation.

STRATEGY:

3-C Theory

According to Kishore Biyani's 3-C theory, Change and Confidence among the entire

population is leading to rise in Consumption, through better employment and income

which in turn is creating value to the agricultural products across the country. Big Bazaar

has divided India into three segments:

India one: Consuming class which includes upper middle and lower middle class (14% of

India's population).

India two: Serving class which includes people like drivers, household helps, office

peons, liftmen, washer men, etc. (55% of India's population) and

India three: Struggling class (remaining 31% of India's population). While Big Bazaar is

targeted at the population across India one and India two segments, Aadhaar Wholesale is

aimed at reaching the population in India three segment. With this, Future Group emerged

as a retail destination for consumers across all classes in the Indian society. Most Big

Bazaar stores are multi-level and are located in stand-alone buildings in city centres as


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well as within shopping malls. These stores offer over 200,000 SKUs in a wide range of

categories led primarily by fashion and food products.

Food Bazaar, a supermarket format was incorporated within Big Bazaar in 2002 and is

now present within every Big Bazaar as well as in independent locations. A typical BigBazaar is spread across around 50,000 square feet (4,600 m2) of retail space. While the

larger metropolises have Big Bazaar Family centres measuring between 75,000 square feet

and 160,000 square feet, Big Bazaar Express stores in smaller towns measure around

30,000 square feet. Big Bazaar has the facility to purchase products online through its

official web page, and offers free shipping on some of their products.

Work flow model:

Manufacturer

2.3 Promoter:

Mr. Kishore Biyani, Managing Director

Kishore Biyani is the Managing Director of Pantaloon Retail (India) Limited and the

Group Chief Executive Officer of Future Group. He is deciding all things about big bazaar.

Board of directors

1. Managing director

Head office,

Lo istics Mumbai

Branch office,

Bangalore

Customers


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Mr kishore Biyani

2. Wholetime Director

Mr Gopikishan Biyani

Mr Rakesh Biyani

3. Director

Mr Shailesh Haribhakti

Mr S.Doreswamy

Mr Darlie Koshy

Mr Anil Harish

2.4 Vision, Mission and Quality Policy:

2.4.1 VISION:

To deliver Everything, Everywhere, Every time to Every Indian Customer in the most

Profitable manner.

2.4.2 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 segmentsfor classes and for masses.

2.4.3 QUALITY SERVICE:

Composed of those characteristics and features of a product or service or process which

are needed to satisfy customer needs, or achieves fitness for use . Service Quality : Used in

both customer care evaluations and in technological Evaluations. The quality of service

has to do with measuring the incidence of errors within a process that result in the creation

of issues for an end user. Importance of quality in Service: Understand and improve

operational processes. Identify problems quickly and systematically. Establish valid and


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reliable service performance measures. Measure customer satisfaction and other

performance outcomes.

2.5 Products profile:

This large format store comprise of almost everything required by people from different

income groups. It varies from clothing and accessories for all genders like men, women

and children, playthings, stationary and toys, footwear, plastics, home utility products,

cosmetics, crockery, home textiles, luggage gift items, other novelties, and also food

products and grocery. The added advantage for the customers shopping in Big Bazaar is

that there are all time discounts and promotional offers going on in the Big Bazaar on its

saleable products.

Some product least:

Table showing big bazaar product least:

Apparels Food Farm produce Chill stationHome and

personnel care

Denims & tea

Shirts Staples Fruits Soft drinks Shampoos

Fabrics & cut

pieces Ready to eat Vegetables

Packaged

juices Detergents

Formal wear

International

food Imported fruits Milk items Soaps

Casual wear Spices Dairy products Frozen foods Liquid wash

Party wear Imported bazaar Ice creams Creams

Ethnic wear Tea & coffee Deodorants

Accessories Home cleaners

Under

garments Utensils

Night wear Plastics

Dress material Crockery

Saris Sundries


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The significant features of Big Bazaar

Shopping in the Big Bazaar is a great experience as one can find almost everything under

the same roof. It has different features which caters all the needs of the shoppers. Some of

the significant features of Big Bazaar are:

The Food Bazaar or the grocery store with the department selling fruits and

vegetables

There is a zone specially meant for the amusement of the kids

Furniture Bazaar or a large section dealing with furnitures

Electronics Bazaar or the section concerned with electronic goods and cellular

phones

FutureBazaar.com or the online shopping portal which makes shopping easier as

one can shop many products of Big Bazaar at the same price from home.

2.6 Area of operation:

Indias top organised retailers including Future Group and Reliance Retail are roping in

local kirana-walas to expand operations and widen product reach, but small traders remain

sceptical of their moves.

While Mukesh Ambani-led Reliance Retail has quietly speeded up expansion of its

wholesale cash-and-carry stores, Kishore Biyani-promoted Future Group is running its Big

Bazaar Direct Programme, under which a small grocery shop owner can become a

franchisee for the big retailer.

Industry analysts say big organised retail stores may not be successful everywhere,

especially in small catchment areas, and therefore, pushing products, especially higher

margin private brands, through other channels such as local trade helps growth.

2.7 Infrastructure facility:

Infrastructure creation Care to be taken to maintain proper inventory levels and the

varieties and offer the customer what is needed rather than offering what is

available.(Brands like Nike, Adidas, Reebok, etc)

Create smarter merchandising and supply networks: Share information, synchronizesactivities, and work more efficiently.


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Build smarter operations: Retain the best employees, increase productivity, and streamline

processes. Deliver a smarter shopping experience: Increase brand equity, improve

customer loyalty, and boost profits

Added on facilities like Home Delivery and to an extent credit it plays an important role in

Customer Acquisition and retention programs.

2.8 Competitors information:

RELIANCE FRESH

Reliance Fresh is the convenience store format which forms part of the retail business of of

Reliance Industries of India which is headed by Mukesh Ambani. Reliance plans to invest

in excess of Rs 25000 crores in the next 4 years in their retail division. The company

already has in excess of 560 reliance fresh outlets across the country. These stores sell

fresh fruits and vegetables, staples, groceries, fresh juice bars and dairy products. A typical

Reliance Fresh store is approximately 3000-4000 square. Feet and caters to

a catchment area of 1-2 km Reliance Fresh, Reliance Mart, Reliance Digital, Reliance

rendz,

Reliance Footprint, Reliance Reliance Footprint, Reliance Wellness, Reliance Jewels, Reli

ance Timeout and Reliance Super are various formats that Reliance has rolled out.

SPENCERS RETAIL:

Spencer's Retail is one of Indias fastest growing retail stores. It has multiple formats for

retailing food, apparel, fashion, electronics, lifestyle products, music and books. It is owned by the RPG

Group, a major business house. Established in 1996, Spencers is one of the popular destination

for shoppers in India with supermarkets,hypermarkets and dailies spread all over India.

SUBHIKSHA :

Subhiksha is an Indian retail chain with more than 1400 outlets selling groceries, fruits,

vegetables, medicines and mobile phones. It was started and is managed by R

Subramanian, an IIM Ahmadabad alumni. Subhiksha plans to open 1000 outlets by

December 2008.[1] He also plans to invest Rs.500 crore to increase the number of

outlets to 2000 across the country by 2009.


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Aditya Birla Group

The Aditya Birla Group is in the League of Fortune 500. It is anchored by an extraordinary

force of over 120,000 employees belonging to 42 different nationalities. The Group has

been ranked Number 4 in the global 'Top Companies for Leaders' survey and ranked

Number 1 in Asia Pacific for 2011. 'Top Companies for Leaders' is the most

comprehensive study of organisational leadership in the world conducted by Aon Hewitt,

Fortune Magazine, and RBL (a strategic HR and Leadership Advisory firm). The Group

has topped the Nielsen's Corporate Image Monitor 2012-13 and emerged as the Number 1

corporate, the 'Best in Class'

Odyssey (book store)

Odyssey is a chain of bookstores in India, headquartered in Adyar, Chennai. Apart from

books, the stores also sell music, movies, multimedia, stationery, toys and gifts. As of May

2010, Odyssey operates 56 stores across the country Odyssey opened its first bookstore in

Adyar, Chennai in 1995. Since then, the company has opened a number of outlets in more

than a dozen cities across India

2.9 Swot analysis:

1. Strengths

Everyday low pricing

Point of purchase

Experience marketing team executive staff

Emphasis on providing total customer satisfaction

Variety of stuff under single roof

Maintain good employee-employer relationship

2. Weakness

Failing revenue/sq.ft

Unable to meet store targets


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Unavailability of popular brands

3. Opportunities

Population of country is growing where the scope of market is kept on increasingfor retail sector.

Evolving consumer preference

Organized retail presently nearly 5% in India. So it acts as a great opportunities tothe organization for its growth.

4. Threats

Competition from organized retail players which are in market and are emerging.

Competition from local retailers.

Big Bazaar uses 8 golden rules to deal with Customer Services.

Answer the phone.

Dont 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.


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Cusromer service in buying decision process:

The process can be broadly classified into five sections;

Problem recognition:

The buying decision process starts when it recognizes a problem or need. It

can be triggered by internal or external stimuli.

Information search:

Based on the problem or need the consumer is inclined to search for more

information and hence he/she may collect the information from any of the

following sources; Public sources, commercial sources, personal sources and

experimental sources.

Evaluation of alternatives :

Based on the information collected through various sources, the consumer

evaluates them on conscious and rational basis.

Purchase decision:

After evaluating the alternatives available, the customer will be able to

purchase the product with less deliberation.

Post purchase behaviour:

After purchasing the product, marketers must monitor post purchase

satisfaction, post purchase actions and post purchase product uses.

2.10 Future growth & prospects:

Led by its format divisions Big Bazaar and Food Bazaar, Future Value Retail Ltd. is

subsidiary of Future Retail Ltd. that has been created keeping in mind the growth and

current size of the companys value retail business.

Covering an operational retail space of over 9 million square feet, the company operates

163 Big Bazaar stores and 186 Food Bazaar stores, among other formats, in over 95 cities

across the country. As a focused entity driving the growth of the group's value retail

business, Future Value Retail Ltd. will continue to deliver more value to its customers,

supply partners, stakeholders and communities across the country and shape the growth of

modern retail in India from 2015.


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2.11 Financial statements:

Profit & loss account for the year 2012-2013

FRL Consolidated P&L Summary

Particulars (p cr.) 31-Mar-12 31-Mar-13

Net Sales 13,655 19,929

Other Operating Income 242 257

Total income from Operations 13,897 20.186

Purchase of stock-in-trade 9,891 13,815

Changes in inventories 11 -808

Gross Profit 3,996 7,179

Gross Margin % 28.80% 35.60%

Employee benefits expense 621 1,131

Other Expenditures 2,431 3,805

Total Operating Expense 3,052 4,937

Other Income 308 130

EBITDA 1,251 2,373

EBITDA Margin % 9.00% 11.80%

Depreciation and amortisation 452 632

EBIT 799 1,740

Finance Costs 726 1,647

PBT before exceptional 73 93

Profit on sale of investment 26 379

PBT after exceptional 99 473

Tax Expenses 4 131

PAT 95 342


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Balance sheet for the year 2012-2013

Particulars (p cr.) 31-Mar-12 31-Mar-13

Shareholders Funds 3352 3328

Share Application Money Pending Allotment 2 36

Optionally Fully Convertible Debentures 0 800

Compulsory Convertible Debentures 150 754

Optionally Convertible Debentures 250 0

Minority Interests 90 59

Non-current liabilities

Long-term borrowings 3810 3559

Deferred tax liabilities (Net) 182 220

Long-term provisions & Other long term liabilities 19 426

Total - Noncurrent liabilities 4012 4204

Current liabilities

Short-term borrowings 1420 1872

Trade payables 1469 2383

Other current liabilities & Short-term provisions 1405 1302

Total - Current liabilities 4293 5857

TOTAL - EQUITY AND LIABILITIES 12149 15037

Assets

Fixed assets 4914 5185

Non-current investments 1431 1331

Long-term loans and advances 452 1751

Total - Non current assets 6798 8266

Current Assets

Current Investments 21 60

Inventories 3131 4469

Trade receivables 442 547

Cash and Bank balances 168 201

Short-term loans and advances 1480 1475

Other current assets 109 17

Total - Current assets 5351 6796

TOTALASSETS 12149 15037


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RATIO ANALYSIS:

Trend analysis shows the trend of current assets, current liabilities and working

capital only. It do not interpret the contribution of each items of working capital in the

trend, whereas, it can be done easily by ratio analysis. The ratio analysis of working capital

can be used by management as a mean of checking upon the efficiency in working capital

management of the company. Financial Analysis of the company can be done with the help

of following mentioned ratios:

Current ratio

Quick ratio

Debt equity ratio

Net profit ratio

Current Ratio:

Current ratio is one of the important ratios used in testing liquidity of a concern.

This is a good measure of the ability of company to maintain solvency over a short run.

This is computed by dividing the total current assets by the total current liabilities and is

expressed as:

Current ratio = (current asset/current liabilities)*100

Table No: 1 table Showing current ratio

Year Current asset Current liabilities Current ratio

2012-2013 6296 5857 1.07

2011-2012 5351 4296 1.24

Source: Annual report

Interpretation:

Current ratio of the firm in the year 2012 was 1.24:1 and in the year 2013 it stood

at 1.07:1. Standard current ratio is 2:1 but the company is having in adequate ratio it have

to increase its operating efficiency and have to maintained idle ratio.

Quick Ratio:

The solvency of a company is be Ratio is to enable the financial management of a

company to ascertain that would happen If current creditors press for immediate payment

and either not sales of closing or it id sold, a heavy loss is likely to be suffered. This


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problem arises because closing stock is two steps away from the cash and their price more

or less uncertain according to market demand.

The term quick assets include all current assets except inventories and prepaid

expenses. It shows the relationship of quick assets and current liability calculated asfollowing:

Quick Ratio= (current assets -inventories/current liabilities)*100

Table No: 2 Table Showing quick ratio

Year Quick asset Quick liabilities Quick ratio

2012-2013 3165 5857 0.54

2011-2012 882 4296 0.20

Source: Annual report

Interpretation:

From the above table the quick ratio of the firm 0.54:1 in the year 2013 and 0.20:1 in the

year of 2012. The quick ratio has decreased from 0.20 to 0.54. The ideal quick ratio is 1:1

The Company has to increase its operating efficiency and have to maintained idle ratio.

Net profit ratio:

Net profit ratio= (Net profit/ Net income)*100

Table No: 3 Table showing net profit ratio

YearNet profit/loss Net sales Net profit ratio

2012-20132373 19929 0.11

2011-20121251 13655 0.09

Source: Annual Report

Interpretation:

From the above table shows that The profit margin of the company is 0.11% in the

year 2012-2013 & 0.09% in the year 2012-2013.The Net Profit Ratio of the company is

increased in previous year, the company has gain profit it shows that the company is on the

right track of improvement.


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Debt equity ratio:

Debt equity ratio: debt/equity

Table No: 4 table showing debt equity ratio

Year Debt Equity Debt equity ratio

2012-2013 4204 15037 0.27

2011-2012 4012 12149 0.33

Source: Annual Report

Interpretation:

Normally debt equity ratio indicates the financial structure of the firm. The company

Debt Equity Ratio is 0.27 in the year 2012-2013 & 0.33 in the year 2012-2013. It isoperating with more debt financing equity funds to finance its assets.


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Chapter-3: Theoretical background of the study:

1. Theoretical background of the study

Market As the world Spain into the next millennium, their things are always omnipresent

in the universe. Market is one of them. The role of market is very important to all of us.

Any one, who has need for something, cannot keep away from the influence of the market.

The markets are so intimately connected with day to day and we know the difficulties

when the markets do not operate on a day.

Marketing

Today as we step to the 21st century, marketing as a subject as profession is going more

and more importance. Marketing is very attractive at the company, state, national and

international levels. Marketing is clearing the ladder for the company to reach its goals or

end result. Marketing is so basis that it cannot be considered as a separate function, it is the

whole business seen from the point of its final result that is from the customer point of

view.

The importance of marketing concept is being realized by many organizations. Theseorganizations are involving themselves in the developing marketing activities to satisfy the

needs and wants of a group of customers. The segmentation concept has helped in the

development of the new products and services and also specialization in selling is being

attained with the development of new markets and new avenues of selling. A wide variety

of consumer and producer goods have been designed for many marketing and has become

a good profession.

Customer service is the provision of services to customers before, during and after apurchase.

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


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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 anoverall 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 services to assist customers in making cost

effective and correct use of a product. It includes assistance in planning, installation,

training, trouble shooting, maintenance, upgrading, and disposal of a product.

A multi-task position drawing on extensive CUSTOMER SERVICE experience to

advance a proven 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 stakeholders

Cater for customers needs 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


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Use customer compliments, comments and complaints to drive improvements to

service

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 targets to be achievedThe aim is to increase the retail business to around 35 million square feet by 2012 as

compared to 9 million square feet of now.

1. To become a substantial part of every Indians wallet.

2. To get across 40% of the population of entire nation which is now just 12%.

3. To increase organized retail from 9% to at least 18-20% in next 2 years.

Customer oriented Strategy

o Attracting & retaining customers.

o Uses Non- Traditional Strategy.

o

Moving demo-trolley.

o Used young population as strategic blessing.

o Attractive Design, interior & good atmosphere.


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Finely this topic has presented the theoretical associated with the study on past research. A

preliminary model of post choice service is developed as a basis of analysis & dominant

concepts surrounding the model were discussed. A detailed analysis of three dominant

theoretical conceptsexpectations, perceptions and service- were undertaken as part of anoverview of the service paradigm, and the SERVQUAL measure of service quality, which

from the basis of the study. Will be tested in the final model of postchoice service.

The following chapter will discuss the method employed for the study & the preliminary

analysis of the data.


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Chapter-4: Data Analysis and interpretation:

Q. No: 1) Age Parameter.

Table No 1- Table showing Age Parameter

Age No. Of customers Percentage (%)

Below-25 66 33

26-45 120 60

Above-46 14 7

Total 200 100

Source: Primary data

ANALYSIS:

From the above table it shows out of 200 Respondents 66(33%) no. Of respondents visit

big bazaar are between age of 0-25, are 66 (33%), 26-45 are between the age 120 (60%)

and above 46 years are 14 (7%).

Chart No.1- Graph showing Age Parameter

Source: Table No: 1

INTERPRETATION:

From the survey it is found that most of the customers who visit Big Bazaar are 26-45 age

of the customer.

33

60

70

10

20

30

40

50

60

70

Below-25 26-45 Above-46

Respondents

Percentage (%)


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Q. No: 2) Income level:

Table no. 2- Table Showing Income Level

Monthly Income Respondents Percentage

Below Rs. 10000 20 10Rs.10000-20000 45 22.5

Rs.20000-30000 90 45

Above Rs 30000 45 22.5

Total 200 100


ANALYSIS:From the survey it can be seen that out of 200 respondents surveyed 10% (20)

respondents income are below Rs.10000, 22.5%(45) respondents income are between

Rs.10000 to rs.20000, 45%(90) respondents age income are between Rs.20000 to

Rs.30000, 22.5% (45) respondents income are above Rs.30000.

Chart No.2- Graph showing income level

Source: Table No 2

INTERPRETATION:

Above graph says, 90(45%) most of the Respondents income level customers are Rs.20000

Rs.30000. It means 90 (45%) of respondents visit out of 200 (100%).

10%

22%

45%

23%

Monthly Income

Below Rs. 10000

Rs.10000-20000

Rs.20000-30000

Above Rs 30000


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Customer Service With Re

P G Dept. Of Management

Q.No:3) Education Qualifi

Table No.3- Table showin

EducationUnder Graduate

Graduate

Post Graduate

Total


ANALYSIS:From the above table can

under graduate. (92)46%

graduate.

Chart No.3- Graph showi

Source: Table No: 3

INTERPRETATION:

Out of 200(100%) respond

0

20

40

60

80

100

Under Graduate

48

ference to Big Bazaar, Bangalore

Studies & research Centre, PESITM. Shiva

ations.

g Education Qualifications

No. Of Respondents Percent 48 24

92 46

60 30

200 100

e seen that, out of 200 respondents of 48(24

respondents are Graduate,(60)30% res

ng Education level:

nts qualification 92(46%) of graduate,

Graduate Post Graduate

92

60

Respondents

N

ogga Page 33

ge (%)

%) respondents are

ondents are Post

o. Of Customers


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Q.No:4) Working status.

Table no.4- Table showing working status:

Working Status No. Of Customers Percentage (%)Business 58 26

Private Employee 71 35.5

Govt. Employee 49 24.5

Student 52 26

Total 200 100


ANALYSIS:

From the surveyed, it is clear that out of 200 Respondents 58(26%) of the told customer of

business person, and private employee 71(35.5%) respondents, Govt. Employee 49(24.5%)

respondents and 52(23%) of students.

Chart No. 4- Graph showing working status

Source: Table No 4

INTERPRETATION:

From the survey it is found that 71(35.5%) of private employee of the customers visits Big

Bazaar respondents. Followed by business customers and students also came to big bazaar

for buying the fashion products.

58

71

49 52

0

10

20

30

40

50

60

70

80

Business private Employee Govt.Employee Student

Respondents

No. Of customers


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Q. No: 5) How frequently do you visit big Bazaar?

Table No.5- Table showing customer frequently visit in big bazaar:

Scale Respondents Percentage (%)

Twice in a week 28 14Once in a week 72 36

During special offers 60 30

Whenever the need arises 40 20

Total 200 100


ANALYSIS:

This is aimed at understanding how frequently customer visit shops & buy their product or

avail their services. The highest responses have been attributed to once a week shopping

72 (36%). Such customer can be presumed to have high disposal income & may buy more

daily & fashion products. Whereas 60 (30%) respondents of them visit during special

offers, 40 (20%) respondents when need arises, 28(14%) twice in a week and 72(36%)

respondents of once in a week.

Graph No.5- Graph showing customer frequently visit in big bazaar

Source: Table No: 5

INTERPRETATION:

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.

28

72

60

40

0

10

20

30

40

50

60

70

80

twice in a week once in a week During special offers whenever the need

arises

Respondents


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Q. No: 6) what are the factors influencing you to purchase in big bazaar.

Table No.6- Table showing factors influencing you to purchase in big bazaar:

Response No. Of Customers Percentage (%)Price 40 20

Quality 52 26

Brand image 74 37

Easy availability 34 17

Total 200 100

Source: primary data

ANALYSIS:

From this statement found that 40(20%) respondents of people are Price, 52(26%)

respondents of Quality factors, 74(37%) respondents of Brand image and 34(17%)

respondents of Easy availability of big bazaar influenced to customer for buying the big

bazaar products.

Chart No.6- Graph showing factors influencing customer to purchase in big bazaar

Source: Table No: 6

INTERPRETATION

According to graph says 37% (74) respondents like Brand image of the Big bazaar, it

means out of 100% of 37% like brand image.

40

52

74

34

0

10

20

30

40

50

60

70

80

price quality brand image easy availability

Respondents

No. Of Customers


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Q. No: 7) mention what type of products do you purchase from Big Bazaar.

Table no.7-Table showing customer familiar product from Big Bazaar:

Products No. Of Customers Percentage (%)Electronics items 45 22.5

Fashion items 65 32.5

Vegetables 50 25

Kitchen items 40 20

Total 200 100


ANALYSIS:

Out of 200 respondents (22.5%) of 45 customers selecting Electronics items, 65 customers

(32.5%) said as Fashion items, 50 customers (25%) said as Vegetables and 40 customers

(20%) said Kitchen products in Big Bazaar.

Chart No.7- Graph showing customer which products more like from big bazaar

Source: Table No: 7

INTERPRETATION:

From the surveyed that graph it can be seen the price of overall products of Big Bazaar is

65(35.5%) like there Fashion items, because of more less mid age customers is shown by

the response.

22.5

32.5

25

20

0

5

10

15

20

25

30

35

Elecrtonics items Fashion items Vegetables Kitchen items

Respondents

Percentage(%)


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Q. No: 8) In your most Customer service experience, how did you contact the staff?

Table No.8-Table showing how does contact the Customer service experience

Contact way Respondents Percentage (%)In person 40 20

Telephone 54 27

Direct meeting 66 33

Internet 40 20

Total 200 100


ANALYSIS:

From the surveyed it can be seen that out of 200 respondents 40(20%) they have contacted

the staff through In person, 54(27%) respondents through Telephone, (33%) 66

respondents through Direct Meeting and (20%) 40 respondents through Internet of become

aware of Big Bazaar.

Chart No.8- Graph t showing customer how contact for service with staff;

Source: Table No: 8

INTERPRETATION:

From the above graph we can infer that 66(33%) of the customer came to know about Big

Bazaar through Direct Meeting.

40

54

66

40

0

10

20

30

40

50

60

70

In person Telephone Direct meeting Internet

Respondents

Respondents


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Q.No:9) Overall how would you rate big bazaar staff response to customer enquiry?

Table No.9- Table showing staff response to customer enquiry

Response Respondents Percentage (%)Excellent 42 21

Good 72 36

Average 64 32

Fair 16 8

Poor 6 3

Total 200 100


ANALYSIS:

From the survey of question out of 200 respondents are (42)21% respondents said

Excellent for staff responding to customer enquiry and 72 (36%) respondents said Good,

64 (32%) respondents said Average, 8% respondents said Fair and 6(3%)respondents of

Poor service for responding to staff enquiry.

Chart No.9- Graph showing High rate big bazaar staff response to customer enquiry

Source: Table No: 9

INTERPRETATION:

From analyse the above graph it can be seen the Staff responding to customer enquiry of

Big Bazaar is good as it is shown by the response 36%(72) of the customer.

42

72

64

166

0

10

20

30

40

50

60

70

80

excellent good Average fair Poor

Respondents

Respondents


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Q.No:10) Please tick the Following parameter of customer responding in customer service.

(5 - Highest, 1Lowest)

Table No. 10- Table showing customer responding in customer serviceRespondents

SI

NO

Parameter Excellent

(5)

Good

(4)

Average

(3)

Fair

(2)

Poor

(1)

WMS Rate

1 Friendliness staff 114 70 10 4 2 4.45 1

570 280 30 8 2

2 staff delivers theappropriate service aspromised

26 132 38 2 3 3.895 2

130 528 114 4 3

3 Knowledgeable staff 44 90 58 8 1 3.855 4220 360 174 16 1

4 communicatinginformation provided

34 116 40 10 2 3.88 3

170 464 120 20 2

5 Available in a timelymanner

40 80 70 6 4 3.73 7

200 320 210 12 4

6 Staff greeted & offeredto help you

52 76 66 6 0 3.87 5

260 304 198 12 0

7 Behaviour of staffmakes you feel that ucan trust

36 100 58 6 0 3.83 6

180 400 174 12 0


ANALYSIS:

From the above table can seen that out of 200 respondents of 114 respondents gave 1st rank

to friendliness staff whose WMS is 4.45, 132 respondents gave 2 nd rank to staff delivers

the appropriate service as promised whose WMS is 3.895, 116 respondents gave 3rd rank

to communicating information provided whose WMS is 3.855, 90 respondents gave rank

4th to knowledgeable staff whose WMS is 3.855, 76 respondents gave rank 5th to staff

greeted & offered to help you whose WMS is 3.87, 100 respondents gave rank 6 th to

behaviour of staff makes you feel that you can trust whose WMS is 3.83, 80 respondents

gave rank 7th to availability in a timely manner whose WMS is 3.73.


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Chart No.10- Graph showing various customers responding in customer service

Source: Table No: 10

INTERPRETATION:

From the graph and table can seen that out of 200 respondents 114 respondents gave rank

1st to friendliness staff whose WMS is 4.45 in big bazaar.

4.45

3.895 3.855 3.883.73

3.87 3.83

3.2

3.4

3.6

3.8

4

4.2

4.4

4.6

Respondents

Average


53/76



Q.No:11) Do you think there enough signs in the Store to provide needed information in

navigation.

Table No.11- Table showing there enough signs in the Store to provide needed

information in navigation.Responding Respondents Percentage (%)

Yes 142 71

No 58 29

Total 200 100


ANALYSIS:

From the surveyed of out of 200 respondents 142(71%) respondents said Yes provide

needed service for information, 58(29%) respondents said No to giving information at big

bazaar as its customers opinion.

Chart No.11- Graph showing enough signs in the Store to provide needed

information in navigation.


INTERPRETATION:

From the graph says out of 200 respondents are 142(71%) of the respondents yes, whether

customers are taking enough signs in the store to provide needed information in navigation

in big bazaar.

142

58

0

20

40

60

80

100

120

140

160

Yes No

Respondents

Respondents


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Q. No: 12) Please rate according to you store character & importance of Big Bazaar.

Table No.12- Table Showing store character & importance of Big Bazaar

(Highest- 5: Lowest -1)SI

NORespondents

Parameter Strongly

Agree

Agree Neither

Agree

Strongly

DisAgree

Dis

Agree

WMS RAT

E

1 Flexibleplace

available is

there

68 122 10 0 04.29

1

340 488 30 0 0

2 Lesscrowded

30 60 68 34 83.35 4

150 240 204 68 8

3 Store layoutis nicer

32 100 64 4 03.8 2

160 400 192 8 0

4 It easy forcustomer to

find what

they needed

20 70 88 20 23.43

3

100 280 264 40 2


ANALYSIS:

According to customers out of 200 respondents 4.29 WMS said for flexible place available

is there, 3.35 WMS of less crowded, 3.8 WMS Store layout is nicer and It easy for

customer to find what they needed of 3.43 WMS is agree.


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Chart No.12- Graph showing store character & importance of Big Bazaar


INTERPRETATION:

From the graph can seen that of out of 200 respondents of 4.29 WMS of flexible place

available is there of Good opinion for Agree to store importance & character of Big

Bazaar.

4.29

3.35

3.8

3.43

0

0.5

1

1.5

2

2.5

3

3.5

4

4.5

5

Flexible place

available is there

Less croweded Store layout is nicer It easy for customer

to find what they

needed

Respondents

Average


56/76



Q.No:13) Overall please rate the Cleanliness of the Store.

Table No.13- Table showing Cleanliness of the Store.

Responding Respondents Percentage (%)

Excellent 55 27.5Good 88 44

Average 45 22.5

Fair 12 6

Poor 0 0

Total 200 100


ANALYSIS:

From the above table surveyed out of 200 respondents 55(27.5%) respondents said

Excellent for Cleanliness of big bazaar store, (44%)88 respondents said Good, (22.5%)45

respondents said Average, then (6%)12 respondents said Fair and none of them Poor.

Chart No. 13- Graph showing Cleanliness of the Store.


INTERPRETATION:

From the above graph it can be seen that out of 200 respondents 44%(88) respondents

gives good opinion for store cleanliness of Big Bazaar, as it is shown by the response of

the customer.

27.5

44

22.5

6 0

0

5

10

15

20

25

30

35

40

45

50

Excellent Good Average Fair Poor

Parameter

Percantage


57/76



Q.No:14) What kind of an facility do you like from Big Bazaar.

Table No.14- Table showing customer which kind of an facility like from Big Bazaar.

Facilities No. Of Customers Percentage (%)

24*7 Opening service 54 27Discount offer 61 30.5

Online Shopping 67 33.5

Easy carrying of buying 18 9

Total 200 100


ANALYSIS:

From the analysed of customers opinion out of 200 respondents 54(27%) respondents said24*7 Opening service in Big Bazaar, 30%(61) respondents like Discount offer facility in

big bazaar, 67(34%) respondents said Online Shopping service and (9%)18 respondents

said Easy carrying of buying facility in big bazaar.

Chart No.14- Graph showing Which facility of like from Big Bazaar.


INTERPRETATION:

From the above graph it can be seen that out of 200 respondents 30% said big bazaar

facility Online shopping is good as it is shown by the response out of 200 customers of 67

of the customer.

54

a study on customer service with reference to big bazaar, banglore

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