A STUDY ON CATCHMENTANALYSISANDCOMPARATIVESTUDY WITHCOMPETITORSOFBIGBAZAAR, VADAPALANI{CHENNAI} A FINAL PROJECT REPORT SUBMITTED TO THE

SRM UNIVERSITY IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE AWARD OF THE DEGREE OF MASTER OF BUSINESS ADMINISTRATION BY

SONALIKA KUMARI
(REG NO: 35080583) UNDER THE SUPERVISION AND GUIDANCE OF Mrs.K.Santhanalakshmi Professor

SRM SCHOOL OF MANAGEMENT KATTANKULATHUR, CHENNAI- 631 561 MAY 2010

SCHOOL OF MANAGEMENT SRM UNIVERSITY SRM Nagar, Kattankulathur-603203 Phone: 044-27452270, 27417777, Fax: 044-27453903 E-hod@mba.srmuniv.ac.in, website:www.srmuniv.ac.in

BONAFIDE CERTIFICATE
Certified that this Final Project report titled catchment analysis and comparative

study with competitors is the bonafide work of SONALIKA KUMARI, Reg. No:-35080583,
who carried out the research under my supervision. Certified further, that to the best of my knowledge the work reported here in does not form part of any other Project report or dissertation on the basis of which a degree or award was conferred on an earlier occasion on this or any other candidate.

PROJECT GUIDE

DEAN

Mrs.K.Santhalakshmi

DR. (Mrs.) JAYSHREE

DECLARATION

I hereby declared that the project work entitled catchment analysis and comparative

study with competitors submitted to the SRM University, Chennai in partial fulfillment of the
requirements for the award of Master of Business Administration is a record of original project done by me during the period of time in the SRM University, Chennai under the guidance of
Mrs.K.Santhalakshmi, Senior Professor in School of Management, SRM University.

Place: Chennai

Date: Signature of Candidate CHANDAN KUMAR

PREFACE

I am Chandan Kumar students of SRM UNIVERSITY, CHENNAI & are pursuing MBA course. And towards the partial fulfillment of it, I have undergone a Final Project for the period of two months. I have put my endeavour to make the objective accomplished in the stipulated time. Despite all the limitations, obstacles, hurdles and hindrances I have toiled my hand to achieve the goal desired. Being a neophyte in the highly competitive world of business and in cooperate world, I have come across difficulties to make the objective a reality. Anyhow with the kind help and genuine interest formally supported by extreme support of my guide and college authorities, I am presenting this hand carved efforts. The project is done on catchment analysis and comparative study with competitors If anywhere something is found unacceptable or unnecessary to the then you are welcomed with your valuable suggestions.

ABSTRACT

The report is an outcome of the work titled catchment analysis and comparative

study with competitors to study the perception of the different brands retailers. The major research
objective is to suggest to Retailers the ways to improve the market share and performance. The sample of 300 customer were respondent for the questionnaire data was collected from the primary source. Respondents were from customer and the present research study aims at finding whether the expectations of customer are met and the quality service are delivered by the company with respect to behavioural levels of the customer towards the product. The study was assigned to find of the motives of customer perception. Data collected has been subjected to detailed analysis and interpretation. Finding and recommendations have been given at the end of the report. This study has been conducted with special reference to retailers in Chennai. It has been conducted at various areas of Chennai like Mount Road, T.Nagar, Adyar & Vadapalani; this study has been conducted using Stratified random sampling method with a sample size of 300 customers. In this study Percentage analysis had been used and several statistical tests were used for analysis and interpretation of data. Based on the analysis, it is represented with suitable charts. It has also been suggested to the Company to provide at most satisfaction to the customers. It is also suggested to extend their facilities like service, Seasonal discount, etc. and complete information provided at the delivery section. It has been suggested to the Company to enhance The Promotion Strategy including advertisement on many source and consumer sales promotion.

ACKNOWLEDGEMENT

Any achievement big or small should have catalyst and a constant encouragement, and advise valuable and noble minds. The satisfaction that accompanies the successful culmination of any task would be incomplete without those who made it possible because success is the epitome of hard work, determination, consultation and dedication. This list of thanks is heartfelt and only begins to acknowledge those people to whom, one way or the other this owes its existence. This report is of my Final Project done at Big Bazaar. It is a great experience for me working in the Retail industry. During my training I learned so many things & had experienced a lot from this experience. I would like to thank all my professors of SRM SCHOOL OF MANGEMENT especially to Dean Dr. Jayashree Suresh & my project guide Mrs.K.Santhalakshmi & lastly to my family to make me what I am.


Chapter No.
Chapter 1 1.1 1.2 1.3 1.4 1.5 Chapter 2 2.1 2.2 2.3 2.4 2.5 2.6 2.7 Chapter 3 3.1 3.2 3.3 3.4 Chapter 4

TABLE OF CONTENTS
Title
Introduction Introduction of the study Problem identification Objective of study Scope of study Limitations of the study Company profile Concern profile Awards and Recognition Company time line Board of director Group vision Group mission Research methodology Research design Data source Sampling Statistical tools Analysis of Data Chi-Square test Findings Suggestion conclusion Questionnaire Bibliography 5-8 9 10 11 12 14-17 18-21 22-24 25-26 27-29 30 30 32 32 32-33 33 35-59 60-63 65-66 67 68 69-70

Page No.

Chapter 5
5.1 5.2 5.3

LIST OF TABLES
Table no Title Page no

4.1 4.2 4.3 4.4 4.5 4.6 4.7 4.8 4.9 4.10 4.11 4.12 4.13 4.14 4.15 4.16 4.17 4.18 4.19 4.20 4.21 4.22 4.23 4.24

Gender wise classification Family size wise classification Income wise classification Sources of information about Big Bazaar News paper reader wise classification Tamil magazine reader wise classification Watching T.V. channel Radio programme listener Big Bazaar visitor Service of Big Bazaar Price of product Product range in Big Bazaar Offer expatiated by customer Customer Service Product quality Ambience of big bazaar Attending on customer About customer service desk About billing problem Resolution of Billing problem Skill of service person Delivery time of product Seasonal discount Overall service BI-Variant Table

38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62

LIST OF CHART
Chart no Title Page no

4.1 4.2 4.3 4.4 4.5 4.6 4.7 4.8 4.9 4.10 4.11 4.12 4.13 4.14 4.15 4.16 4.17 4.18 4.19 4.20 4.21 4.22 4.23 4.24

Gender wise classification Family size wise classification Income wise classification Sources of information about Big Bazaar News paper reader wise classification Tamil magazine reader wise classification Watching T.V. channel Radio programme listener Big Bazaar visitor Service of Big Bazaar Price of product Product range in Big Bazaar Offer expatiated by customer Customer Service Product quality Ambience of big bazaar Attending on customer About customer service desk About billing problem Resolution of Billing problem Skill of service person Delivery time of product Seasonal discount Overall service BI-Variant Table

38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62

CHAPTER 1

1.1) INTRODUCTION
If you dont know who your shoppers are, how can you give them what they want? If you dont know where they come from, how can you communicate with them? Finding answers to these questions is vital but catchment analysis can be a timeconsuming and expensive process. Many centre managers have found that the cost-effective analysis performed by FSP gives unrivalled return on their investment. The benefits include the power to target promotions and advertise more effectively, and an enhanced understanding of which retailers you need to attract to your centre. At the heart of FSPs catchment reports is actual shopper behavior. Whilst other consultants use theoretical models or drive-time analysis, FSP believes in choosing the most appropriate model for the project and utilizing tools such as actual shopper surveys or the National Survey of Local Shopping Patterns (NSLSP) for larger centers. This national survey, which has been conducted since 1996, draws responses from over 6 million households and has proven to be a robust and reliable guide to locating main shopping venues used by UK shoppers for food, non-food and bulky goods. To enhance its information, FSP has recently added to its toolbox of analysis techniques with the ACORN system of classification (A Classification Of Residential Neighborhoods). It combines geography with demographics and lifestyle information places where people live with their underlying characteristics and behavior to create a tool for understanding the different types of people in different areas throughout the country. FSP also uses postcodes collected from shoppers and other town centre users to identify catchment areas. The resulting data is analyzed to identify differences between centre and in-town shoppers, weekend and weekday shoppers, and seasonal influences. Customer penetration of the catchment area is calculated and the proportions of residents, non-resident workers, students and visitors are identified.

Traditional (4Ps):

The product or service The price The place Promotion

Current Scenario (7Ps):

Product or Service Price Promotion Place People Process Physical Environment

In this new era of business world, Customers are the real owners. So, each and every expectation of customers has to be studied.

ADVANTAGES: To increase the market share To remove customer dissatisfaction To retain the current customers and also gaining by new one through study the customer expectations. Organizations are increasingly interested in retaining existing customers while Targeting non-customers, measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviours such as return and recommend rate. The level of satisfaction can also vary depending on other options the customer may have and other products against which the customer can compare the organization's products. Because satisfaction is basically a psychological state, care should be taken in the effort of quantitative measurement, although a large quantity of research in this area has recently been developed.

1.2) PROBLEM IDENTIFICATION:

1) In a rapidly changing global market, there is tuff competition in market and competitors are trying sustaining in the market for long run.

2) Customers are not aware enough about the all product range of the company.

3) Big Bazaar is not properly using the Advertisement Strategy which is very necessary for make customer aware of the products. 4) Customers often face billing problem. They (Big Bazaar) dont update price & offers.

1.3) OBJECTIVE OF STUDY

PRIMARY OBJECTIVE
The primary objective is To research the CATCHMENT ANALYSIS of Big Bazaar.

SECONDARY OBJECTIVE
To study about the Customer preference and satisfaction level with the products.

1. To study about the factors that affects the step in to Big Bazaar.

2. To know about the perception of customers about Quality, Price, and how it is affecting the customer satisfaction level compare with other retailer. And how does service matters after sales for next purchase. 3. To identify the opinion of the respondents and their feelings towards the value of the products when compare to other retailer.

4. To find out whether the Big Bazaar is providing satisfactory services to their customers by meeting the identified factors. 5. Study to understand the consumer behaviour. 6. Comparative study among other competitors.

1.4) SCOPE OF STUDY

1. Customers expectations change accordingly with time. Customers expectations should be studied with great efforts, so that marketers can design the product based on the need of the customers.

2. If the customers need were met then the customer may turn as an asset to the company because they become opinion leader for others. So that the company can increase its market share. 3. It helps the organisation to understand the customer psychology on choosing the product or service so that easily the product can be positioned. 4. It also helps to assess the real opinion and mindset of customers and aids to meet out their expectation in future in turn that will increases the volume of sales. 5. It helps the company to understand the efficiency of dealer service provided to the customers, so that it can create the root for further improvement.

1.5) LIMITATIONS OF THE STUDY

1. The research was conducted only in Chennai city. This may not give a generalized conclusion.

2. The sample size was limited to 300. 3. Only some important questions are dealt with customer satisfaction and other questions are not covered in this study.

4. There may be personal bias of the respondent, which affects the result of the study.

5. Non-response errors due to refusals or inaccuracy in response. Some respondents refused to respond or co-operate during the survey. They feel that the survey is an invasion of their privacy.

6. Time pressure the respondents who initially were reluctant to participate because they were busy. However, when they were persuaded they sometimes were anxious to complete the questionnaire fast which might reduce the quality of data.

7. The views and the preference of the people changes from time to time, hence the result of the project may not be applicable in long run.

CHAPTER 2

2.1) COMPANY PROFILE

BIG BAZAAR
Isseesastaaurachhakahinnahi ABOUTBIGBAZAAR: BigBazaar Type Founded SubsidiaryofPantaloonGroup 2001

Headquarters Jogeshwari,Mumbai,India Keypeople Industry Products Owner Parent Website KishoreBiyani Retail Departmentstore,Grocerystore KishoreBiyani PantaloonGroup http://bigbazaar.com/

Big Bazaar is a chain of department stores in India, currently with 92 stores. It is owned by the Pantaloon Retail India Ltd, Future Group. It works on the same economy model as Wal-Mart and has considerable success in many Indian cities and small towns. The goods are supplied from the Bangalore branch of Big Bazaar. The Big Bazaar, Chennai branch consists of 200 employees. It has 19 departments.

The functional areas in Big Bazaar are :1. Human resource, 2. Marketing, 3. IT, 4. Admin, 5. Commercial, 6. Tailoring, & 7. Logistics.

The departments are given below:1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. Medicine bazaar (thulasi) NBD(glasses,watches,car accessories,helmet,cosmetics) Mobile bazaar Mens wear Womens wear Kids wear Foot wear Luccages Electronics bazaar Furnitures Home linen& Home dcor Depot Crockery Utensils Future money Plastics

16.

17. 18. 19.

Toys Food Bazaar Customer service desk

The sales persons working there are well trained to serve the customers. They are getting promotion as team leader for their best performance with increase in salary and incentives are also given. Employee discount cards are given to every employee for their purchasing in Big Bazaar.

The idea was pioneered by entrepreneur Kishore Biyani, the CEO of Future Group.
It is the biggest and the fastest growing chain of department store and aims to have 150 by June 2009 and 350 stores by the end of year 2010. Currently Big Bazaar stores are located only in India. Big Bazaar is not just another hypermarket. It caters to every need of a family. Where Big Bazaar scores over other stores is its value for money proposition for the Indian consumers. At Big Bazaar, we can get the best products at the best prices - thats what they guarantee. With the ever increasing array of private labels, it has opened the doors into the world of fashion and general merchandise including home furnishings, utensils, crockery, cutlery, sports goods and much more at prices that will surprise you. And this is just the beginning. Big Bazaar plans to add much more to complete your shopping experience. Many Big Bazaar stores have a grocery department and vegetable section called the Food Bazaar. Big Bazaar stores in Metros have a gaming area and kids' play area for entertainment. These have proven to be very popular as a hang-out area for people of all age groups.

Cities where stores are located

Agra Ahmednagar Allahabad Alwar Ambala Anand Asansol Aurangabad Bangalore Baroda Belgaum Bhubaneswar Chennai Coimbatore Cuttack Darjeeling Palakkad Kolkata Delhi Durgapur Ghaziabad Guwahati Gurgaon Gwalior Hubli Hyderabad Indore Lucknow Kalyan Kanpur Mangalore Meerut Mumbai Navi Mumbai Nagpur Nasik Panipat Palakkad Pune Raipur Rajkot Ranchi Surat Sangli Siliguri Thane Thiruvananthapuram Thrissur Udupi Vadodara

Vishakhapatnam Haldia

2.2) CONCERN PROFILE:

Pantaloon Retail (India) Limited
a future group venture

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 10 million square feet of retail space, has over 1000 stores across 61 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, mBazaar and Star and Sitara. The company also operates an online portal, futurebazaar.com. A subsidiary company, Home Solutions Retail (India) Limited, operates Home Town, a large-format home solutions store, Collection i, 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.

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 10 million square feet of retail space, has over 1,000 stores and employs over 30,000 people.

Future Group is present in 61 cities and 65 rural locations in India. Some of its leading retail formats include, Pantaloons, Big Bazaar, Central, Food Bazaar, Home Town, eZone, Depot, Future Money and online retail format, futurebazaar.com. Future Group companies includes, Future Capital Holdings, Future Generali 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, General, 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-ness as a core value and its corporate credo is - Rewrite rules, Retain values.

Futurebazaar.com is owned and operated by Future Bazaar India Ltd., a subsidiary of Pantaloon Retail (India) Limited.

LINES OS BUSINESS:

E-TAILING FOOD BOOKS/MUSIC FASHION TELECOM/IT HOME/ELECTRONICS GENERAL MERCHANDISE LEISURE/ENTERTAINMENT

About Kishore Biyani:-

Kishore Biyani is the Managing Director of Pantaloon Retail (India) Limited and the Group Chief Executive Officer of Future Group. He has led Pantaloon Retails emergence as the Indias leading retailer operating multiple retail formats that now cater to almost the consumption basket of a large section of Indian consumers. Kishore Biyani led the companys foray into organized retail with the opening up of the Pantaloons family store in 1997. This was followed in 2001 with the launch of Big Bazaar, a uniquely Indian hypermarket format that democratized shopping in India. It blends the look, touch and feel of Indian bazaars with aspects of modern retail like choice, convenience and quality. This was followed by a number of other formats including Food Bazaar, Central and Home Town. The year, 2006 marked the evolution of Future Group, that brought together the multiple initiatives taken by group companies in the areas of Retail, Brands, Space, Capital, Logistics and Media. Kishore Biyani advocates Indianness as the core value driving the group. The groups corporate credo is Rewrite Rules, Retain Values. Kishore Biyani was awarded the Ernst & Young Entrepreneur of the Year 2006 in the Services Sector and the Lakshmipat Singhania - IIM Lucknow Young Business Leader Award by Prime Minister, Dr. Manmohan Singh in 2006. He was also awarded the CNBC First Generation Entrepreneur of the Year 2006. Kishore Biyani was born in August, 1961 and is married to Sangita and they have two

daughters. He recently authored a book, It Happened In India that captures his entrepreneurial journey and the growth of modern retailing in India.

2.3) Awards and Recognition:

2009 Images Fashion Forum 2009
Most Admired Fashion Group Of The Year - Future Group Most Admired Private Label - Pantaloons, the lifestyle format Critics

Choice Creation - Central

For

Pioneering

Effort

In

Retail

Concept

Coca-Cola Golden Spoon Awards 2009

Most Admired Food & Grocery Retailer Of The Year Most Admired Food Court Most Admired Food Professional

2008 Coca-Cola Golden Spoon Awards 2008

Most Admired Food & Grocery Retail Visionary of the Year: Kishore Biyani Most Admired Food & Grocery Retailer of the Year Supermarkets: Food Bazaar

Most Admired Food & Grocery Retailer of the Year - Hypermarkets: Big Bazaar Most Admired Retailer of the Year - Dynamic Growth in Network Expansion

across Food, Beverages & Grocery: Future Group

Most Admired Food & Grocery Retailer of the Year - Consumer's Choice: Big

Bazaar

The Coca-Cola Golden Spoon Awards 2008, were given away for the first time as a culmination of the Food Forum India 2008 a two day convention which saw the

participation of leading brands, retailers & retail support organizations from across the globe. The awards were presented to honour enterprise, innovation and achievement in the food retailing business as a benchmark of excellence.

The Reid & Taylor Awards For Retail Excellence 2008

Retail Leadership Award: Kishore Biyani Retail Best Employer of the Year: Future Group Retailer of The Year: Home Products and Office Improvements: HomeTown

The Reid & Taylor Awards for Retail Excellence are an important feature of the Asia Retail Congress - Asias single most important global platform to promote world-class retail practices - and are aimed at honouring the best, in Asian Retail scenario. India played host to Asia Retail Congress 2008.

Indian Retail Forum Awards 2008

Most Admired Retail Company of the year - Future Group Retail Face of the Year - Kishore Biyani Best Retailer Of The Year ( Hypermarket) - Big Bazaar

Future Group was awarded the Most Admired Retail Company of the year by the Indian Retail Forum at a glittering ceremony organised in Mumbai. Mr Kishore Biyani also won Retail Face of the Year. India Retail Forum (IRF) is a platform for intellectual insights and information exchange for the retail business in the Indian subcontinent. The forum presents the business of retail in the region to a global audience, with the express aim of facilitating understanding about and encouraging investment in this massive marketplace. Big Bazaar, the value format of Future Group bagged the Best Retailer Of The Year (Hypermarket).

The INDIASTAR Award 2008

Food Bazaar: Best Packaging Innovation Food Bazaar bagged the INDIASTAR Award for Best Packaging Innovation in

India, for its private label brand Fresh And Pure Chakki Atta. INDIASTAR Award is a biennial event which aims to promote and encourage excellence in packaging design, innovation and technology. The contest was established in 1972 and is considered as the most popular and premier event for Indias packaging fraternity. This year there were around 357 entries and the participants had to submit a sample of their designs for selection. With this award, Pantaloon Retail (India) Limited becomes the first Indian Retailer to win the prestigious INDIASTAR Award.

Retail Asia Pacific 500 Top Awards 2008

Gold Winner -Top Retailer 2008 Asia Pacific Retail Asia Publishing Pte, the institutor of these awards, aims to set a platform that appraise, raises and recognizes the development and growth of retailing throughout the Asia Pacific region.

Future Group Manifesto:

Future the word which signifies optimism, growth, achievement, strength, 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. We, in Future Group, will not wait for the Future to unfold itself but create_future_scenarios in the consumer space and facilitate consumption because consumption is development. Thereby, we will effect socio-economic development for our customers, employees, shareholders, associates and partners. 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 of the Indian consumer to their needs of tomorrow.

understanding

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.

Rewrite Rules. Retain Values.

2.4) COMPANY TIME LINE

MAJOR MILESTONE 1987
Company incorporated as Manz Wear Private Limited. Launch of Pantaloons trouser, Indias first formal trouser brand.

1991 1992 1994

Launch of BARE, the Indian jeans brand. Initial public offer (IPO) was made in the month of May. The Pantaloon Shoppe exclusive menswear store in franchisee format launched across the nation. The company starts the distribution of branded garments through multi-brand retail outlets across the nation.

1995 1997

John Miller Formal shirt brand launched. Company enters modern retail with the launch of the first 8000 square feet store, Pantaloons in Kolkata.

2001

Three Big Bazaar stores launched within a span of 22 days in Kolkata, Bangalore and Hyderabad.

2002 2004 2005

Food Bazaar, the supermarket chain is launched. Central - Indias first seamless mall is launched in Bangalore. Group moves beyond retail, acquires stakes in Galaxy Entertainment, Indus League Clothing and Planet Retail.

Sets up Indias first real estate investment fund Kshitij to build a chain of shopping malls.

2006

Future Capital Holdings, the companys financial is formed to manage over $1.5 billion in real estate, private equity and retail infrastructure funds. Plans forays into retailing of consumer finance products.

Home Town, a home building and improvement products retail chain is launched along with consumer durables format, Ezone and furniture chain, Furniture Bazaar. Future Group enters into joint venture agreements to launch insurance products with Italian insurance major, Generali. Forms joint ventures with US office stationery retailer, Staples.

2007

Future Group crosses $1 billion turnover mark.

Specialized companies in retail media, logistics, IPR and brand development and retail-led technology services become operational.

Pantaloon Retail wins the International Retailer of the Year at US-based National Retail Federation convention in New York and Emerging Retailer of the Year award at the World Retail Congress held in Barcelona. Futurebazaar.com becomes Indias most popular shopping portal.

2008

Future Capital Holdings becomes the second group company to make a successful Initial Public Offering in the Indian capital markets.

Big Bazaar crosses the 100-store mark, marking one of the fastest ever expansion of a hypermarket format anywhere in the world.

Total operational retail space crosses 10 million square feet mark.

Future Group acquires rural retail chain, Andhra present in 65 rural locations.

2.5) BOARD OF DIRECTOR

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.

Mr. Gopikishan Biyani, Wholetime Director

Gopikishan Biyani, is a commerce graduate and has more than twenty years of experience in the textile business.

Mr. Rakesh Biyani, Wholetime Director

Rakesh Biyani is a commerce graduate and has been actively involved in category management; retail stores operations, IT and exports. He has been instrumental in the implementation of the various new retail formats.

Mr. Vijay Kumar Chopra, Independent Director

V.K.Chopra is a fellow member of The Institute of Chartered Accountants of India (ICAI) by profession and is a Certified Associate of Indian Institute of Bankers

(CAIIB). His banking career spans over 31 years and he has served senior management positions in Central Bank of India, Oriental Bank of Commerce, SIDBI, Corporation Bank and SEBI.

Mr. Shailesh Haribhakti, Independent Director

Shri Shailesh Haribhakti, is a Chartered Accountant, Cost Accountant, and a Certified Internal Auditor. He is the Deputy Managing Partner of Haribhakti & Co., Chartered Accountants and past president of Indian merchant Chambers. He is on the Board of several Public Limited Companies, including Indian Petrochemicals Corporation Ltd., Ambuja Cement Eastern Ltd. etc. He is on the Board of Company since June 1, 1999.

Mr. S Doreswamy, Independent Director

S. Doreswamy, is a former Chairman and Managing Director of Central Bank of India and serves on the board of DSP Merrill Lynch Trustee Co and Ceat Limited among others.

Dr. D O Koshy, Independent Director

D. O. Koshy, holds a doctorate from IIT, Delhi and is the Director of National Institute of Design (NID), Ahmedabad. He has over 24 years of rich experience in the textiles and garment industry and was instrumental in the setting up of NIFT centres in Delhi, Chennai and Bangalore. He is a renowned consultant specializing in international

marketing and apparel retail management.

Ms. Bala Deshpande, Independent Director

Bala Deshpande, is Independent Director, Pantaloon Retail (India) Ltd. and also serves on the boards of Deccan Aviation, Nagarjuna Construction, Welspun India and Indus League Clothing Ltd, among others.

Mr. Anil Harish, Independent Director

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, Unitech, IndusInd Bank and Hinduja TMT, among others.

2.6) Group Vision:

Future Group shall deliver Everything, Everywhere, Every time for Indian Consumer in the most profitable manner. Every

2.7) 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.

CHAPTER 3

RESEARCH METHODOLOGY
3.1) Research Design
A research design is indispensable for a research project. It is a series to keep on going in the right direction. It is a logical and systematic plan prepared for directing a research study. It specifies the objective, methodology and technique to be adopted for achieving the objective. Without a plan the work become unfocussed and aimless, the study will be difficult, time consuming to make adequate discrimination in the complex interplay of factors.

3.2) Data Source

The data has been collected through primary sources.

PRIMARY SOURCES:
It refers to data collected fresh and recorded for the first time. They are collected through questionnaire and direct interview. It thus happen original in nature, in this study data was collected through structured questionnaire.

3.3) Sampling
a) Sampling Plan
Sampling is a procedure to draw conclusion about larger population by studying a small of the universe.

b) Sampling units
In this study the researcher has addressed questionnaire to the Sample Respondents.

c) Sample Size :In this study the sample was 300. d) Sampling Techniques
Sampling technique were only which were used to select the respondents to get the result for the questionnaire was adopted because of the huge number of people.

e) Sampling method
The sampling method may be classified into two generic types a) Random sampling. b) Non-random sampling. Random sampling is being used in this study.

f) Analysis of the data

The data collected through questionnaires have been tabulated. By using the above mentioned statistical tools, the data have been analyzed. Interpretations have been drawn based on the analysis. The findings and observations are the result and outcome of the interpretations made during the course of analysis.

3.4) Statistical tools

The methods used for the data analysis are
a) Percentage analysis method b) Diagram graph method c) Bi-Variant Analysis d) ChiSquareTest

CHAPTER:-4

ANALYSIS OF DATA
Table:-4.1

GENDER WISE CLASSIFICATION Gender Male Female Total

Sources- primary data

No. of Respondent 198 102 300

Percentage 66 34 100

Chart:-4.1

INFERENCE(4.1):Fromtheabovetableitshowsthat66%respondentsaremaleand34% arefemale.

Table:-4.2

FAMILY SIZE WISE CLASSIFICATION FAMILY SIZE TWO THREE FOUR FIVE SIX TOTAL
Sources- primary data

No. of Respondent 42 42 150 54 12 300

Percentage 14 14 50 18 4 100

Chart:-4.2

INFERENCE (4.2): From the above table it shows that 14% respondent has two members, 14% respondent has three members, 50% respondent has four members, 18% respondent hasfivemembers,4%respondenthassixmembersintheirfamily.

Table:-4.3

INCOME PER ANNUM) WISE CLASSIFICATION Income slab(in lakh) LESS THAN 1 1-2 2-3 3-4 4-5 5-6 No. of Respondent 18 78 66 24 30 18 Percentage 6 26 22 8 10 6

6-7 ABOVE 7 NOT DISCLOSED TOTAL

Sources- primary data

0 18 48 300

0 6 16 100

Chart:-4.3

INFERENCE(4.3): From the above table it shows that 6% respondent has less than 1 lack, 26% respondent has 12 lack, 22% respondent has 23 lacks , 8% respondent has 34lacks, 10% respondent has 45 lacks income, 6% respondent has 56 lacks,0% respondents has 6 7lacks,6% respondent has above 7 lacks income, and 16% respondent not disclosed their income. Table:-4.4

USING NEWSPAPER WISE CLASSIFICATION NEWSPAPER The times of India The Hindu Dinathanthi Dina Karan Deccan Chronicle TOI & Hindu No. of Respondent 60 138 30 06 12 24 Percentage 20 46 10 02 04 08

Hindu & Dina Karan TOTAL

Sources- primary data

24 300

08 100

Chart:-4.4

INFERENCE(4.4): From the above table it shows that 20% respondent Times of India, 46% respondent The Hindu, 10% respondent Dinathanthi, 2% respondent Dinakaran, 4% respondent Deccan chronicle, 8% respondent both Times of India & The Hindu, and 8%respondentsreadsbothHinduandDinakaran. Table:-4.5

USING TAMIL MAGAZINE WISE CLASSIFICATION TAMIL MAGAZINE Kumudan Aval vigadan Junior vigadan Kumkum KumKum & Junior No. of Respondent 60 12 30 24 12 Percentage 20 04 10 08 04

vigadan Dont Use TOTAL

Sources- primary data

162 300

54 100

Chart:-4.5

INFERENCE(4.5): From the above table it shows that 20% respondent reads Kumudan, 4% respondent reads Aval Vigadan, 10% respondent reads Junior Vigadan, 8% respondent reads Kumkum,4% respondents reads kumkum & junior vigadan and 54% respondent doesntreadanymagazine.

Table:-4.6

WATCHING TAMIL TV CHENNAL WISE CLASSIFICATION TAMIL TV CHENNAL

SUN TV SURYA TV

No. of Respondent 162 36

Percentage 54 12

KALAIGNAR TV SURYA & SUN TV KALAIGNAR & SUN TV

30 42 30 300

10 14 10 100

TOTAL
Sources- primary Data

Chart:-4.6

INFERENCE (4.6): From the above table it shows that 54% respondent watches Sun TV, 12% respondent watches Surya TV, 10% respondent watches Kalaignar TV, 14% respondent watchesbothsuryaTV&SunTV,10%respondentwatcheskalaignar&sunTV.

Table:-4.7

Listening radio program wise classification Radio program

Radio march Radio cine 91.1 91.9 FM 101.4 FM Rainbow

No. of Respondent 132 12 54 6

Percentage 44 04 18 02

Others None

Total
Sources- primary data

24 72 300

08 24 100

50 40 30 20 10 0

44 24 8 2 None

18 4

Radio mirchi

Radio 91.9FM 101.4FM Others cine91.1 Rainbow Radio cine91.1 Others 91.9FM None

Radiomirchi 101.4FMRainbow
Chart:-4.7

INFERENCE (4.7): From the above table it shows that 44% respondent listen Radio Mirchi, 4% respondent Radio cine 99.1, 18% respondent 91.1FM, 2% respondent 101.4FM rainbow, 8% respondent listen other radio programs, 24% respondent not listen any radio program.

Table:-4.8

REASION TO KNOW ABOUT BIG BAZAAR REASION No. of Respondent Percentage

NEWS PAPER TV RADIO BANNERS & HORDINGS ABOVE ALL OTHERS

72 66 12 84 36 30 300

24 11 04 28 12 10 100

TOTAL
Sources- primary data

Chart:-4.8

INFERENCE (4.8):from the above table it is shown that 24%respondents from news paper,11%from TV, 4% from radio,28% from banners & hoardings ,12% from above all, and 10%fromothersourceknowaboutBigBazaar.

Table:-4.9

Area wise classification

Area Vadapalani Ashok Nagar K. k Nagar virgambakam kodambakam Total

Sources- primary data

No. of Respondent 75 135 36 24 30 300

Percentage 25 45 12 8 10 100

Chart:-4.9

INFERENCE(4.9):From the above table it shows that 25% respondents are belongs to the
vadapalani,45% from Ashok Nagar, 21.33% from k.k.nagar,18% respondents are from virgambakam,10% from Kodambakam, 10.67% respondents are from Balesharbakam used to come totheBigBazaar.

Table:-4.10

REASION FOR COME TO BIG BAZAAR Comment Quality Service Price Range Price & Range TOTAL
Sources- primary data

No. of Respondent 72 30 132 48 18 300

Percentage 24 10 44 16 06 100

Chart:-4.10

INFERENCE (4.10): From the above table it is shown that 24% respondents due to quality, 10%duetoservice,44%duetoprice,16%duetorange,6%duetoprice&range,

Table:-4.11

OPINION ABOUT SERVICE OF BIG BAZAAR Comment Excellent Very Good Good Fair Poor Total

No. of Respondent 12 60 174 54 0 300

Percentage 4 20 58 18 0 100

Chart:-4.11

INFERENCE(4.11): From the above table it is shown that 4% customer said excellent,20% customer said very good, 58% customer said good, 18% customer said fair, 0% customer saidpooraboutserviceofBigBazaar.

Table:-4.12

OPINION ABOUT PRICE OF PRODUCT IN BIG BAZAAR Comments Excellent Very Good Good Fair Poor Total
Sources- primary data

No. of Respondent 18 78 150 54 0 300

Percentage 06 26 50 18 00 100

Chart:-4.12

INFERENCE (4.12): From above table it is shown that 6% respondents said excellent 26% respondentssaidverygood,50%respondentssaidgood,18%respondentssaidfair,and0% respondentssaidpoorofpriceofproductinBigBazaar.

Table:-4.13

OPINION ABOUT PRODUCT RANGE IN BIG BAZZAR Comments Excellent Very Good Good Fair Poor Total
Sources- primary data

No. of Respondent 48 108 96 42 6 300

Percentage 16 36 32 14 2 100

Chart:-4.13

INFERENCE(4.13): From the above table it is shown that 16% respondents said excellent,36% respondents said very good,32%respondents said good 14% customer said fairand2%customersaidpoorofproductrangeinBigBazaar.

Table:-4.14

OFFER EXPECTED BY THE CUSTOMER OFFER B1G1 B1G2 FLAT 50% SLAB OFFER B1G1 & SLAB OFFER Total
Sources- primary data

No. of Respondent 72 12 174 35 7 300

Percentage 24 4 58 11.67 2.33 100

Chart:-4.14

INFERENCE(4.14):From the above table it is shown that 24% customers wants B1G1, 4% customers wants B1G2,58% customers wants flat 50%,11.67% customers wants slab offer, and2.33%customerswantsB1G1&slabofferbothfromBigBazaar.

Table:-4.15

OPINION ABOUT THE CUSTOMER SERVICE OF BIGBAZAAR SATISFACTION LEVEL Highly satisfied Satisfied Somewhat satisfied Dissatisfied Total
Sources- primary data

No. of Respondent 12 174 108 6 300

Percentage 4 58 36 2 100

Chart:-4.15

INFERENCE(4.15):fromtheabovetableitisshownthat4%respondentsarehighlysatisfied, 58% respondents are satisfied,36% respondents are somewhat satisfied and 2% respondentsaredissatisfiedwiththecustomerserviceofBigBazaar.

Table:-4.16

OPINION ABOUT PRODUCT QUALITY OF BIG BAZAAR Satisfaction level Highly Satisfied Satisfied Somewhat satisfied Dissatisfied Total
Sources- primary data

No. of Respondent 42 210 48 0 300

Percentage 14 70 16 0 100

Table:-4.16

INFERENCE (4.16): from the above table it is shown that 14% respondents are highly satisfied, 70% respondents are satisfied, 16% respondents are somewhat satisfied and 0% respondentisdissatisfiedwiththeproductqualityofBigBazaar.

Table:-4.17

OPINION ABOUT THE AMBIENCE OF BIG BAZAAR Satisfaction Level Highly Satisfied Satisfied Somewhat satisfied Dissatisfied Total
Sources- primary data

No. of Respondent 84 180 36 00 300

Percentage 28 60 12 00 100

Chart:-4.17

INFERENCE(4.17):Fromtheabovetableitisshownthat28%respondentarehighlysatisfied 60%respondentsaresatisfied,12%respondentsaresomewhatsatisfiedand0%respondent isdissatisfiedwiththeambianceofBigBazaar.

Table:-4.18

OPINION ABOUT STAFF ATTENDENCE IN BIG BAZAAR Comment Highly Satisfied Satisfied Somewhat satisfied Dissatisfied Total
Sources- primary data

No. of Respondent 24 132 120 24 300

Percentage 08 44 40 08 100

Chart:-4.18

INFERENCE (4.18): From the above table it is shown that 8% respondents are highly satisfied, 44% respondents are satisfied, 40% respondents are somewhat satisfied and 8% respondentsaredissatisfiedwiththestaffattendanceinBigBazaar.

Table:-4.19

OPINION ABOUT THE CUSTOMER SERVICE DESK OF BIG BAZAAR Comments Highly Satisfied Satisfied Somewhat satisfied Dissatisfied Dont use Total
Sources- primary data

No. of Respondent 42 174 78 00 06 300

Percentage 14 58 26 00 01 100

Chart:-4.19

INFERENCE(4.19): From the above table it is shown that 14% respondents are highly satisfied, 58%respondents are satisfied,26%respondents are somewhat satisfied and 0% respondentisdissatisfiedwiththecustomerservicedeskand1%respondentsaredidntuse thatdeskinBigBazaar.

Table:-4.20

OPINION ABOUT BILLING PROBLEM IN BIG BAZAAR Comments Always Some time Not yet Total
Sources- primary data

No. of Respondent 12 90 198 300

Percentage 04 30 66 100

Chart:-4.20

INFERENCE (4.20): from the above table it is shows that 4% customers are always, 30% customers are sometime facing the billing problem. And 66% customers are not yet face billingprobleminBigBazaar.

Table:-4.21

OPINION ABOUT THE RESOLUTION OF BILLING PROBLEM IN BIG BAZAAR Comments Highly Satisfied Satisfied Somewhat satisfied Dissatisfied Total
Sources- primary data

No.ofRespondent 18 174 78 00 300

Percentage O6 58 26 00 100

Chart:-4.21

INFERENCE(4.21):Fromtheabovetableitisshowsthat6%respondentsarehighlysatisfied, 58%respondentsaresatisfied,26%respondentsaresomewhatsatisfied,and0%respondent isdissatisfiedresolutionofbillingprobleminBigBazaar.

Table:-4.22

OPINION ABOUT THE SKILLS OF SERVICE PERSONS IN BIG BAZAAR Comments Highly Satisfied Satisfied Somewhat satisfied Dissatisfied Highly dissatisfied Total
Sources- primary data

No.ofRespondent 24 126 120 30 00 300

Percentage 08 42 40 10 00 100

Chart:-4.22

INFERENCE (4.22): From the above table it is shows that 8% respondents are highly satisfied, 42% respondents are satisfied, 40% respondents are somewhat satisfied, 10%respondents are dissatisfied and 0% respondent is highly dissatisfied with the skills of serviceonBigBazaar.

Table:-4.23

OPINION ABOUT THE DELIVERY PERIOD OF PRODUCT Comment Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied Total
Sources- primary data

No. of Respondent 48 186 42 24 00 300

Percentage 16 62 14 08 00 100

Chart:-4.23

INFERENCE(4.23): From the above table it is shows that 16%respondents is highly satisfied,62% respondents are satisfied, 14% respondents are neutral,8%respondents are dissatisfied, and 0% respondents are highly dissatisfied with the delivery period of product inbigBazaar.

Table:-4.24

OPINION ABOUT THE SEASIONAL DISCOUNT

Comments Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied Total

Sources- primary data

No. of Respondent 66 204 23 07 00 300

Percentage 22 68 7.66 2.33 0 100

Chart:-4.24

INFERENCE (4.24): From the above table it is shows that 22% respondents are highly satisfied, 68%respondents are satisfied,8% respondents are neutral,0%respondent is dissatisfied and22%respondents are highly satisfied with the seasonal discount provided by BigBazaar.

Table:-4.25

OPINION ABOUT OVERALL SERVICE OF BIG BAZAAR:Satisfaction level Highly Satisfied Satisfied Somewhat satisfied Dissatisfied Total
Sources- primary data

No. of Respondent 42 210 48 0 300

Percentage 14 70 16 0 100

Chart:-4.25

INFERENCE (4.25): from the above table it is shown that 14% respondents are highly satisfied, 70% respondents are satisfied, 16% respondents are somewhat satisfied and 0% respondentisdissatisfiedwiththeproductqualityofBigBazaar.

Bi-Variant Table (Q.16-Q.27)

Make you to step in Big-Bazaar Customer satisfied by Big-Bazaar Highly satisfied Satisfied Somewhat satisfied Dissatisfied Frequency Quality Service Price Range Price and Range Frequency

10

19

42

51 11

21 5

92 21

34 7

12 4

210 48

0 72

0 30

0 132

0 48

0 18

0 300

INFERENCE: - From above table we observe that quality of the product, Price, Range are equally influence the customer to step in to big bazaar.

Chi-Square Test (Q.16-Q.27)

The chi-square test is one of the simplest and most widely used non-parametric tests in statistical work. The symbol x2 describes the magnitude of the discrepancy between theory and observation. It is defined as:-

X2=(oE)2/E

x(Satisfaction)

42

210

48

300

y(Reason) Total

72 114

30 240

132 180

48 48

18 18

300 600
TOTAL

Observed Value:-

57 57

120 120

90 90

24 24

9 9

In this chi square test it is analyzed that weather is there any significant relationship between satisfaction level of the customer and product quality and services. So assumed that with assumption (hypothesis) there is no significant relationship between Sales and consumer Sales promotion Let X: Respondents of the satisfied customer. Y: respondents of Reason to Step in to big bazaar.

We assume that
Ho = there is no relationship between satisfaction level and provided services. H1 = there is relationship between satisfaction level and provided.

O(observed value)

E(Expected value)

(O-E)

(O-E)2

(O-E)2 E

42 72 210

57 57 120

-15 15 90

225 225 8100

3.947 3.947 67.5

30 48 132 0 48 0 18

120 90 90 24 24 9 9

-90 -42 42 -24 24 -9 9

8100 1764 1764 576 576 81 81

67.5 19.6 19.6 24 24 9 9

(OE)2/E=248.094

Hence Calculated Value = 248.094 Table Value = (R-1) * (C-1) = (2-1) * (5-1) =1*4=4

NOW Level Of Significance = 5% = .05 T.V = 9.49 Therefore C.V. Is greater than T.V. Therefore the Hypothesis is rejected.

Conclusion:-

After typical study we observed that, here calculated value is greater than table value .So as we know that in this case we cant accept null hypothesis. Hence here we are accepting alternative hypothesis. So based on conclusion we can say that there is relationship existing relationship among customer satisfaction and provided services, price of product, quality of product, and range of product.

CHAPTER:-5

5.1) Findings
From the study it was found that 56.34% respondents are male where as 43.67% respondents are female. It was found that 36.67% respondents are the age of 36-45 whether 28% respondents are of 26-35 , 23% respondents are of 45 and above and only 12.34% respondents are the age of 18-25. It was found that 26.34% respondent has 1-2 lack income, 22.67% respondent has 2-3 lacks income compare to the other categories and 12% respondent didnt disclosed their income.

It was found that 52.34% respondent has four members on compare to two, three, five members and only 2.67% respondent has above six members in their family. It was found that 40.34% respondents used to read The Hindu and 24% used to read The Times of India on compare to other Newspapers. It was found that 21.67% respondents used to read Kumudan on compare to other magazines like Kumkum, Aval Vigadan and Junior Vigadan and 53.67% respondent doesnt prefer any magazine. It was found that 54% respondent watches Sun TV on compare to other Tamil TV channels. It was found that 44% respondents used to listen Radio mirchi on compare to other radio program and 25.67% respondent doesnt listen any radio program. It was found that 50.34% respondents celebrate their weekend as family get together and 20.67% respondent used to go for shopping. It was found that 28% respondent knows about Big Bazaar from their friends 22% from TV channels and 24% from the Newspaper. It was found that 45% customer coming from Ashok Nagar, 25% from Vadapalani, 12% from K.K. Nagar,10% from Kodambakam,and 8% customer from Virgambakam. It was found that 52.67% respondents come to Big Bazaar twice in a month and 21.67% comes monthly to the Big Bazaar. It was found that 57.34% respondent said that store location is not convenient for them and 42.67% said its convenient. It was found that 42.67% respondents step into Big Bazaar due to price and only 2.34% respondents due to the service of Big Bazaar. It was found that only 15.67% respondents prefer to buy the food product from Big Bazaar compare to Reliance fresh, More for U and others. It was found that 53.67% respondents somewhat satisfied and only 14% respondents are satisfied with the price of rice in Big Bazaar. It was found that only 12.67% respondents are satisfied and 39.67% respondents are dissatisfied from the price of sugar & pulse in Big Bazaar. It was found that only 8% respondents are satisfied and 59.34% respondents are dissatisfied with the price of Fruits & Vegetables. It was found that 45% respondents are highly satisfied and 39.34% respondents are dissatisfied with the discount rate on food product in Food Bazaar

It was found that only 23.33% respondents are used to buy electronic product from Big Bazaar. It was found that 43.33% respondents are satisfied and 10% respondents are dissatisfied with the price of refrigerator & other products. It was found that 38.34% respondents are satisfied and 13.34% respondents are dissatisfied with the price of TV in Big Bazaar. It was found that 40% respondents are satisfied and 15% respondents are dissatisfied with the range of electronic product in Big Bazaar. It was found that 42.33% respondents are satisfied and 11.33% are somewhat satisfied and only 5% respondents are dissatisfied with the overall service of Big Bazaar.

5.2) Suggestion
It is suggested that Big Bazaar should advertise more because many people dont know about the Big Bazaar. It should increase the customer service inside the store. They should give more offers on food products to increase the sale. They should provide at least two days more discount (flat 50%, B1G1) instead of only Saturday and Sunday.

They should provide some entertaining facilities for the kids & ladies to attract the customer to the Big Bazaar so that they can celebrates their weekend as get together They should reduce the cost of sugar & pulse. They should keep more quality and price range of rice. They should increase in the range of electronics products.

They should reduce the cost of fruits & vegetables.

5.3) Conclusion
Customers awareness is one of the most important things for any company to sustain in market for long run. The company follows the best practices at Quality to ensure smooth, efficient and effective operations. In conclusion it can be said that organization has a very good reputation in retailing with high quality and sales.

The major aspect that serves to this success are:

Effective use quality Awareness of customer Performance of the products Skill of service person Delivery period etc.

Questionnaire.
1. Name: - . 2. Age :A. 18-25

B. 26-35

C. 36-45

D. 45 and above.

3. Sex:A. Male B. Female. 4. Monthly Income: - .

5. Family Size:- 6. Which area you belongs...................................... 7. What news paper do you read? A. The Times of India B. The Hindu C. Dinathanthi D. Dina Karan 8. What Tamil Magazine do you read? A. Kumudam B. Aval vigadam C. junior vigadam D. Kumkum 9. What TV channel do you watch? A. Surya TV B. Kalaignar TV C. Sun TV D. Raj TV. 10. What Radio Programs do you listen? A. 11. Where do you celebrate your weekend? A. Cinema B. visiting mall C. Beach D. Shopping E. Family get together 12. Are you aware of the Big Bazaar? A. Yes B. No. 13. How do you know about Big Bazaar? A. Radio B. TV C. Hoardings & Banner D. Friends. 13. Have you been to Big Bazaar? A. Yes B. No 14. How frequent do you visit to big Bazaar? A. Weekly B. twice in a month. C. Monthly D. once in a six month 15. Do you feel store location is convenient from your premises? A. Yes B. No 16. What makes you to step in to Big Bazaar? A. Quality B. Services C. Price D. Range

Food Bazaar 17. Do you purchase ever food product from food bazaar? A. Yes B. No 18. Are you satisfied with the price of rice with the comparison of Reliance fresh, more for you , etc. A. Highly satisfied B. Satisfied C. Somewhat Satisfied D. Dissatisfied. 19. Are you satisfied with the price of sugar& pulse with the comparison of Reliance fresh, more for you , etc.

B. Satisfied C. Somewhat Satisfied D. Dissatisfied 20. Are you satisfied with the price of fruit & vegetable with the comparison of Reliance fresh, more for you , etc. A. Highly satisfied B. Satisfied C. Somewhat Satisfied D. Dissatisfied 21. Are you satisfied with the Discount rate given by Food bazaar ? A. Highly satisfied B. Satisfied C. Somewhat Satisfied D. Dissatisfied Electronics 22. Where you used to buy Electronics product? A. Big Bazaar B. Vivek Electronics C. General Shop D. Other 23. Are you satisfied with the price of refrigerator & other product with the comparison of vivek electronics , general shop , etc. A. Highly satisfied B. Satisfied C. Somewhat Satisfied D. Dissatisfied 24. Are you satisfied with the price of TV with the comparison of vivek electronics , general shop , etc. A. Highly satisfied B. Satisfied C. Somewhat Satisfied D. Dissatisfied 25. Are you satisfied with the Ranges of Product with the comparison of vivek electronics , general shop , etc. A. Highly satisfied B. Satisfied C. Somewhat Satisfied D. Dissatisfied 26. Are you satisfied with the Discount rate given by Big Bazaar on Electronics product ? A. Highly satisfied B. Satisfied C. Somewhat Satisfied D. Dissatisfied 27. On the overall are you satisfied with Big Bazaar Product & Services? A. Highly satisfied B. Satisfied C. Somewhat Satisfied D. Dissatisfied Suggestions, if any:______________________________________________________________________ ________________________________________________________

A. Highly satisfied

Bibliography
Primary data (survey) Secondary data Marketing management (Philip Kotler)

 Chattrjee)

Retail Management ,six edition (Michael Levy, Barton A Weitz, Ajay Pandit) Retail Management, second edition (Pradhan) Service Marketing, fifth edition (Levy, Weitz,

www.Google.com www.pantaloon .com www.Big bazaar.com www.Ask.com www.Scribd.com www.yahoo.com