retailing industry ppt-services mgmt (1)
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8/2/2019 Retailing Industry Ppt-services Mgmt (1)
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RETAIL INDUSTRY
Lonan Jones 59 Pritha Pujari 60 Pooja Singh 56 Natasha Francis 52 Naomi Rodricks 55
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WELCOME
TO
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INTRODUCTION
Big Bazaar is a chain of hypermarket in India.
Stores across 90 cities & towns in India.
They fashion, apparels, food products, generalmerchandise, furniture, electronics, books, fast food, leisure& entertainment sections.
Big Bazaar has introduced several innovative offers toattract customers. Some of which are: Wednesday Bazaar,Sabse Sasta Din, Maha Bachat, The Great Exchange Offer.
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CHARACTERISTICS OF SERVICES
Perishability Intangibility
HeterogeneitySimultaneousproduction
andconsumption
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No of visits in a month
3 3
2
6 6
0
1
2
3
4
5
6
7
1 2 3 4 >4
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7 PsProduct Pricing
0
1
8
11
00
2
4
6
8
10
12
0 0
2
9 9
0
1
23
4
5
6
7
89
10
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7 PsPlace Promotion
0
7
10
3
00
2
4
6
8
10
12
0
1 1
11
7
0
2
4
6
8
10
12
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7 PsPeople Process
0
3
4
11
2
0
2
4
6
8
10
12
0
5
4
11
00
2
4
6
8
10
12
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7 PsPhysical Evidence
0 0
4
13
3
0
2
4
6
8
10
12
14
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SEARCH, EXPERIENCE & CREDENCE
Combination of Search and Experience
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RATER SCALE
Reliability
Assurance
Tangibles
Empathy
Responsiveness
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Reliability
3
3
2
6
6 Str Disagree
Disagree
Neutral
AgreeStr Agree
Do you think Big Bazaar lives up to the taglineisse sasta aur koi nahi?
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Assurance
Are the staff willing to help queries?
1 1
10
6
2
Str Disagree
Disagree
Neutral
AgreeStr Agree
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Tangibles
Are there adequate trolleys and baskets?
4
10
6 Str Disagree
Disagree
Neutral
Agree
Str Agree
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Tangibles
Is it easy to locate support staff in each section?
0
3
11
6
0
Str Disagree
Disagree
Neutral
Agree
Str Agree
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Empathy
0
3
8
9
0
Str DisagreeDisagree
Neutral
Agree
Str Agree
Are the staff professional and courteous?
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Responsiveness
1
6
4
9
0
Str Disagree
Disagree
Neutral
AgreeStr Agree
Are the staff knowledgeable in terms of products and offers?
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How long are you willing to wait in the billing queue? ()
1
10
9
0
cant wait
upto 5 min
upto 10 min
beyond 10 min
Zone of tolerance
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GAP ANALYSIS
Did you find the product you were looking for?
(gap 1)
0 01
16
3Str Disagree
Disagree
NeutralAgree
Str Agree
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Was there availability of fresh/new stock? (gap 1)
4
15
Str Disagree
Disagree
Neutral
AgreeStr Agree
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Did you find the layout of the store convenient?
(gap 2)
0
4
10
6
0
Str Disagree
Disagree
Neutral
AgreeStr Agree
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Do you find the store overcrowded? (gap 2)
0 0
3
7
10
Str Disagree
Disagree
Neutral
AgreeStr Agree
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Were products available as stated on the racks?
(gap 3)
0 0
4
16
0
Str Disagree
Disagree
Neutral
AgreeStr Agree
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Are the products arranged in order? (gap 3)
14
6 Str Disagree
Disagree
Neutral
AgreeStr Agree
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Do you think Big Bazaar lives up to the taglineisse sasta aur koi nahi? (gap 4)
0 0
1
16
3
Str Disagree
Disagree
Neutral
AgreeStr Agree
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