Project Report: "Customer Service With Reference To Big Bazaar"

A
PROJECT REPORT
ON
CUSTOMER SERVICE WITH REFERENCE TO BIG BAZAAR

In fulfillment of the requirements for
Post Graduate Diploma in Business Management (PGDBM)
(2009-2011)

UNDER THE GUIDANCE OF:
Prof. Dr. Seema Girdhar
(Marketing Faculty)

SUBMITTED TO: SUBMITTED BY:
Prof. Dr. Seema Girdhar HARLEEN KAUR
(Marketing Faculty) Roll no. - 6005

GURU NANAK INSTITUTE OF MANAGEMENT
Road no. 75, Punjabi Bagh, New Delhi-110026
A
PROJECT REPORT
ON
CUSTOMER SERVICE WITH REFERENCE TO BIG BAZAAR

In fulfillment of the requirements for
Post Graduate Diploma in Business Management (PGDBM)
(2009-2011)

UNDER THE GUIDANCE OF:
Prof. Dr. Seema Girdhar
(Marketing Faculty)

SUBMITTED TO: SUBMITTED BY:
Prof. Dr. Seema Girdhar HARLEENKAUR
(Marketing Faculty) Roll no. - 6006

GURU NANAK INSTITUTE OF MANAGEMENT
Road no. 75, Punjabi Bagh, New Delhi-110026
CERTIFICATE

This is to certify that Miss.Harleen Kaur, student of Guru Nanak Institute of
Management has completed her Project report on CUSTOMER SERVICE
WITH REFERENCE TO BIG BAZAAR in the year 2009-2011 in final
fulfillment of Post Graduate Diploma in Business Management (PGDBM). She has
successfully completed the project under my constant guidance and support.

Signature of Project Guide

(DR. SEEMA GIRDHAR)

DECLARATION

I hereby declare that the Project report titled CUSTOMER SERVICES WITH
REFERENCE TO BIG BAZAAR is my original work and has not been
published or submitted for any degree, diploma or other similar titles elsewhere.
This has been undertaken for the purpose of partial fulfillment of Post Graduate
Diploma in Business Management at Guru Nanak Institute of Management.

Date: Harleen Kaur
Roll no.: 6006

PREFACE

This project report attempts to bring under one cover the entire hard work and
dedication put in by me in the completion of the project work on Customer
services with reference to Big bazaar.
I have expressed my experiences in my own simple way. I hope who goes through
it will find it interesting and worth reading. All constructive feedback is cordially
invited.

ACKNOWLEDGMENT

It is really a matter of pleasure for me to get an opportunity to thank all the persons
who contributed directly or indirectly for the successful completion of the project
report, Customer Services With reference To Big Bazaar.
First of all I am extremely thankful to my college Guru Nanak Institute of
Management for providing me with this opportunity and for all its cooperation
and contribution. I also express my gratitude to my Project mentor and guide Prof.
Dr. Seema Girdhar. I am highly thankful to our respected project guide for giving
me the encouragement and freedom to conduct my project.
I am also grateful to all my faculty members for their valuable guidance and
suggestions for my entire study.
I would also like to thank the Big Bazaar team for extending their valuable time
and cooperation.

Harleen kaur
Roll No.: 6006

INDEX

CONTENTS
1. INTRODUCTION
2. COMPANY PROFILE
3. MARKETING MIX
4. CUSTOMER SERVICES IN BIG BAZAAR
5. SWOT ANALYSIS
6. RESEARCH METHODOLOGY
7. DATA ANALYSIS
8. FINDINGS OF THE REPORT
9. CONCLUSION
10. RECOMMENDATIONS
11. BIBLIOGRAPHY
12. ANNEXURE: QUESTIONNAIRE

INTRODUCTION

Pantaloon Retail (India) Limited, is Indias leading retailer that operates multiple retail formats
in both the value and lifestyle segment of the Indian consumer marker. Headquartered in
Mumbai (Bombay), the company operates over 5 million square feet of retail space, has over 450
stores across 40 cities in India and employs over 18,000people.
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. The company also operates an online portal,
futurebazaar.com.
As customers tastes and preferences are changing, the market scenario is also changing from
time to time. It is the changing tastes and preference of customer which has bought in a change
in the market. Income level of the people has changed. New generation people are no more
dependent on haat market and far off departmental stores. Today we can see a new era in market
with the opening up of many departmental stores, hyper market, shoppers stop, malls, branded
retail outlets and specialty stores. . My study is based on a survey done on customers of a
hypermarket named big bazaar. Big bazaar is a new type of market which came into existence in
India since 1994. It is owned by pantaloon retail India Ltd. It is a type of market where various
kinds of products are available under one roof. My study is on determining the customers buying
behavior of customers in big bazaar and the satisfaction level of customers in big bazaar. My
study will find out the current status of big bazaar and determine where it stands in the current
market. This market field survey will help in knowing the present customers tastes and
preferences. It will help me in estimating the customers future needs, wants & demands.

COMPANY
PROFILE

BIG BAZAAR

Big Bazaar is a chain of hypermarkets in India, with more than 100 stores in operation. It is a
subsidiary of Future Group Venture Ltd's, and follows the business model of United States-based
Wal-Mart. Facilities offered by Big Bazaar Online shopping: Big Bazaar has an official
website, FutureBazaar.com, which is one of the most favorite sites among people of India for
online shopping. Future Bazaar is an online business venture of Future Group, which sells an
assortment of products such as fashion, which includes merchandise for men and women, mobile
accessories, mobile handsets and electronics like home theatres, video cameras, digital camera,
LCD TVs, kitchen appliances and many more.
Discounts: Hfte ka sabse sasta din was introduced by the Big Bazaar, wherein extra and
special discounts were offered on Wednesday every week, to attract the potential buyers into
their store.
Security check: At each exit of Big Bazaar, they use alarm systems or Electronic Article
Surveillance system, which detects the products that has attached tags or not.

1. Big Bazaar is a chain of hypermarket in India, which caters to every familys needs and
requirements.
2. Big Bazaar has released the doors for the fashion world, general merchandise like sports
goods, cutlery, crockery, utensils, and home furnishings etc. at best economical prices.
3. Big Bazaar group offers more than 100 stores all over the country with an amalgamation
of Indian bazaars feel and touch with a convenience and choice of the modern retail facilities
4. The worldwide country chain, Big Bazaar, is formed by CEO of Future Group, Mr.
Kishore Biyani. Their basic attraction associated with reasonable prices is their Unique Selling
Price.
5. Big Bazaar has become a massive hit with lower middle-class and middle class people as
a major client base.
6. Reflect the look and feel of Indian bazaars at their modern outlets.

GROUP VISION
To deliver Everything, Everywhere, Everytime to Every
Indian Consumer in the most profitable manner.

GROUP 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 segments for classes and for masses.
3 We shall infuse Indian brands with confused and renewed ambition
4 We shall be efficient and cost-conscious and committed to quality in whatever we do.

Board of directors
1. Managing director
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

BIG BAZAAR SUPER CENTER

Big Bazaar Hyper mart chain in India
Outlet 140 Outlets
Parent Group Future Group
Owner Kishore biyani
Founded 2001
Head Quarter Jogeshwari, Mumbai
Industry Retail
Tagline Is se sasta aur accha kahin nahi

OBJECTIVES

1. To analyze how the mix influence the customer satisfaction level.
2. To determine the current status of big bazaar.
3. To study the satisfaction level of customers with regard of big bazaar.
4. To find out the buying behavior of the customers coming in to Big Bazaar.
5. To identify main competitors of Big Bazaar with regard to services.

IMPORTANCE OF STUDY

Its provide guideline for further research in area for organized retail. Research says about
customer buying behavior towards Big Bazaar. The research is also important to identify Market
size, growth and Market Potential of Big Bazaar. The research shows future Scenario of Big
Bazaar in current perspective. The study shows Opportunities and challenges for Big Bazaar
respect of internal & external environment. Research say about main competitors in the field of
organized retail sectors. The study provide guideline to further extension of Big Bazaar. The
study provide help to know the customers satisfaction with Big Bazaar stores.

SCOPE OF STUDY
The scope of this research is to identify the buying behavior of customers of Big Bazaar. This
research is based on primary data and secondary data. This study only focuses on urban buying
behavior of customers. The study does not say anything about rural buying behavior of customer
because rural norms/status/attitude & acceptance of the rural customers differs with urban
customers. It provides help to further the research for organized retail sector. It aim to understand
the skill of the company in the area like technological advancement, competition in management.

CORE VALUES
1 Indianness-Confidence in ourselves
2 Leadership-To be leader in thought & business
3 Openness-To be open in & receptive to new ideas, knowledge & information
4 Adaptability-To be flexible & adaptable, to meet new challenges.

MARKETING MIX

4 PS of Big Bazaar

PRODUCT MIX
Apparels Home Care Chill Station Farm Produce

Denims & Shirts Shampoos Soft Drink Fruits
Fabrics Detergents Packaged Juices Vegetables
Formal Wear Soaps Milk Items Imported Fruits
Casual Wear Liquid Wash Frozen Foods Dairy Products

PRICE MIX
Value Pricing (EDLP)
Promotional Pricing
Low Interest Financing
Psychological Discounting
Special Event Pricing
Differentiated Pricing
Time Pricing
Bundling

PLACE MIX

Initially Identifies Future/Potential development areas.
Acquire such areas at an early phase before the real estate value booms.
Located at high traffic areas.
Design to look crowded.

PROMOTION MIX

Saal Ke Sabse Saste 3 Din
Future Card(3%Discount)
Advertising(Print ads, TV Ads, Radio)
Brand Endorsement by M.S DHoni
Exchange Offer
Weekend Discount
Point of Purchase Promotion

CUSTOMER
SERVICES WITH
REFERENCE TO
BIG BAZAAR

Customer service is the provision of services to customers before, during and after a purchase.
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 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 an overall
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
Use customer compliments, comments and complaints to drive improvements to service
Improve the speed, quality and consistency of response to enquiries by having our
information in a format that can be easily accessed

Customer Segmentation of Big Bazaar
Big Bazaar target higher & upper middle class customers.
The large and growing young working population is a preferred customer segment.
Big Bazaar specially targets working women & home markets who are the primary
decision maker.

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 use 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.

Customer satisfaction in big bazaar
The degree of customer satisfaction you deliver determines the level of
long- term success you will achieve in business.

Customer satisfaction their top priority
Don't just make sales. Create customers - satisfied customers. In addition to the
Immediate profit they provide on the first sale, satisfied customers help you build
your business in 2 other important ways:
1. They become a reservoir of repeat buyers. For some businesses that means
repeat buyers for more of the same product or service. For every business, it
means buyers for additional products and services.
2. They automatically refer more business to you from their friends and business
contacts. This is highly profitable business for you because it doesn't cost you any time or money
to get it.

Customers services offered by Big Bazaar
Online shopping: Big Bazaar has an official website, FutureBazaar.com, which is one of
the most favorite sites among people of India for online shopping. Future Bazaar is an online
business venture of Future Group, which sells an assortment of products such as fashion, which
includes merchandise for men and women, mobile accessories, mobile handsets and electronics
like home theatres, video cameras, digital camera, LCD TVs, kitchen appliances and many more.
Discounts: Hfte ka sabse sasta din was introduced by the Big Bazaar, wherein extra and
special discounts were offered on Wednesday every week, to attract the potential buyers into
their store.
Security check: At each exit of Big Bazaar, they use alarm systems or Electronic Article
Surveillance system, which detects the products that has attached tags or not.

Customer oriented Strategy
Attracting & retaining customers.
Uses Non- Traditional Strategy.
Moving demo-trolley.
Used young population as strategic blessing.
Attractive Design, interior & good atmosphere.

Competitors of Big Bazaar with regard to services
Wal-Mart
Reliance
Shoppers stop
Vishal mega mart
Local retailers

Big Bazaar targets to be achieved
The aim is to increase the retail business to around 30 million square feet by 2011 as
compared to 8 million square feet of now.
To become a substantial part of every Indians wallet.
To get across 30% of the population of entire nation which is now just 8%.
To increase organized retail from 3% to at least 18-20% in next 2 years.

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
Unavailability of popular brands

3. Opportunities
Population of country is growing where the scope of market is kept on increasing for
retail sector.
Evolving consumer preference
Organized retail presently nearly 5% in India. So it acts as a great opportunities to the
organization for its growth.

4. Threats
Competition from organized retail players which are in market and are emerging.
Competition from local retailers.

RESEARCH
METHODOLGY

Methodology adopted for study
Observing the working of various departments like finance. Human resource, marketing,
purchasing, production.
Discussion with the executives, managers, employees.
Visiting & surfing websites of company.

Meaning
Research Methodology is a set of various methods to be followed to find out various
informations regarding market strata of different products. Research Methodology
is required in every industry for acquiring knowledge of their products.

Area of study
The study is exclusively done in the area of marketing. It is a process requiring care,
sophistication, experience, business judgment, and imagination for which there can be no
mechanical substitutes.

Sources of Data
Primary Source
Secondary Source
Primary Source- The primary data was collected by means of a survey. Questionnaires were
prepared and customers of the big bazaar at two branches were approached to fill up the
questionnaires. The questionnaire contains 20 questions which reflect on the type and quality of
services provided by the Big bazaar to the customers. The response of the customer is recorded
on a grade scale of strongly disagree, disagree, uncertain, agree and strongly agree for each
question. The filled up information was later analyzed to obtain the required interpretation and
the findings.
Secondary Source- In order to have a proper understanding of the customer service of Big
Bazaar a depth study was done from the various sources such as books, a lot of data is also
collected from the official websites of the Big bazaar and the articles from various search
engines like Google, yahoo search and answers.com.

RESEARCH DESIGN
The research design is exploratory till identification of customer services parameters. Later it
becomes descriptive when it comes to evaluating customer perception of customer service of the
big bazaar.
Descriptive research, also known as statistical research, describes data and characteristics
about the population or phenomenon being studied. Descriptive research answers the questions
who, what, where, when and how.
Although the data description is factual, accurate and systematic, the research cannot describe
what caused a situation. Thus, descriptive research cannot be used to create a causal relationship,
where one variable affects another. In other words, descriptive research can be said to have a low
requirement for internal validity.
The description is used for frequencies, averages and other statistical calculations. Often the best
approach, prior to writing descriptive research, is to conduct a survey investigation. Qualitative
research often has the aim of description and researchers may follow-up with examinations of
why the observations exist and what the implications of the findings are.

RESEARCH SAMPLE
SAMPLING PLAN:
Since it is not possible to study whole universe, it becomes necessary to take sample from the
universe to know about its characteristics.
Sampling Units: Customers of Big bazaar.
Sample Technique: Random Sampling.
Research Instrument: Structured Questionnaire.
Contact Method: Personal Interview.
SAMPLE SIZE:
The work is a case of Big bazaar one of the Retail Sector industry together representing great
per cent of the market share of Indian retail sector. The survey was conducted in the city of Delhi
with two branches of big bazaar, with 50 customers as respondent.

DATA COLLECTION TOOL
Data is collected from various customers through personal interaction. Some other information is
collected through secondary data also. Data was collected through a structured questionnaire,
likert technique is used. Likert scale is simply a statement which the respondent is asked to
evaluate according to any kind of subjective or objective criteria, generally the level of
agreement and disagreement is measured
Likert scaling is a bipolar scaling method, measuring either positive or negative response to a
statement
The questionnaire consists of two parts. The first part consists of three questions concerning the
demographic information of the respondent such as the name, age, educational qualifications and
income. The second part consisting of 18 questions exploring the respondents perception about
the customer services of big bazaar.

RESEARCH LIMITATIONS
The study is only for the big bazaar confined to a particular location and a very small
sample of respondents. Hence the findings cannot be treated as representative of the entire retail
industry.
Respondents may give biased answers for the required data. Some of the respondents did
not like to respond.
Respondents tried to escape some statements by simply answering neither agree nor
disagree to most of the statements. This was one of the most important limitation faced, as it
was difficult to analyse and come at a right conclusion.
In our study we have included 50 customers because of time limit.

DATA ANALYSIS

Ques. Income

MONTHLY
INCOME
FREQUENCY PERCENTAGE CUMULATIVE
PERCENTAGE
Below Rs.10000 2 4 4
Rs.10000
Rs.20000
10 20 24
Rs.20000
Rs.30000
12 24 48
Above Rs.30000 26 52 100
TOTAL 50 100

4
20
24
52
MONTHLY INCOME
Below Rs.10000
Rs.10000 Rs.20000
Rs.20000 Rs.30000
Above Rs.30000
INTERPRETATION
From the table and graph above it can be seen that
4% respondents income are below 10000.
20% respondents income are between 10000 to 20000.
24% respondents age income are between 20000 to 30000.
52% respondents income are above 30000.

Ques. Educational qualifications

CATEGORY FREQUENCY PERCENTAGE CUMULATIVE
PERCENTAGE
UNDER GRADUATE 12 24 24
GRADUATE 26 52 76
POST GRADUATE 12 24 100
TOTAL 50 100

INTERPRETATION
From the table and graph above it can be seen that
12% respondents are Under graduate.
26% respondents are Graduate.
12% respondents are Post graduate.

Ques. 1 How frequently do you visit Big Bazaar.

SCALE FREQUENCY
Twice in a week 7
Once in a week 18
During Special offers 15
Whenever the need arises 10
TOTAL 50
0
5
10
15
20
25
30
SCHOOL GRADUATE POST
GRADUATE
Educational qualifications
Educational qualifications

INTERPRETATION
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. Such
customer can be presumed to have high disposal income & may buy more daily & fashion
products. Whereas 15% of them visit during special offers, 18% when need arises, 7% twice in a
month.

0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Twice in a
week
Once in a
week
During
Special
offers
Whenever
the need
arises
7 18 15 10
How frequently do you visit Big Bazaar.
How frequently do you visit Big
Bazaar.
Ques. 2 Are you happy with the location of Big Bazaar.

SCALE FREQUENCY PERCENTAGE
Yes 33 66
No 17 34
TOTAL 50 100

INTERPRETATION
Big Bazaar physical facilities are visually appealing. From this statement I found that 66% of
people are happy with the location of big bazaar as compare to other 34%. It means that big
bazaar is available at most preferred places.

66
34
Are you happy with the location of
Big Bazaar.
Yes
No
Ques. 3 Staff was available in a timely manner.

SCALE FREQUENCY PERCENTAGE CUMULATIVE
PERCENTAGE
EXCELLENT 18 36 36
GOOD 24 48 84
AVERAGE 3 6 90
FAIR 5 10 100
TOTAL 50 100

INTERPRETATION
Total sample size was 50. Here analysis shows that among the total respondents 48% people
agreed with this statement. They think that Big Bazaar staff was available in a timely manner.
36%
48%
6%
10%
Staff was available in a timely
manner.
EXCELLENT
GOOD
AVERAGE
FAIR
36% people rate this statement as excellent. Also 6% & 10% respondents rate it as average
and fair.

Ques. 4 Staff greeted you and offered to help you.

PERCENTAGE
EXCELLENT 1 2 2
GOOD 10 20 22
AVERAGE 15 30 52
FAIR 18 36 88
POOR 6 12 100
TOTAL 50 100

INTERPRETATION
Employees in Big bazaar are willing to help you. With this statement more respondent give
weightage to average. Good were 10 people i.e. 20% respondents, 18 people agreed i.e. 36%
respondents agreed .

0
2
4
6
8
10
12
14
16
18
20
EXCELLENT GOOD AVERAGE FAIR POOR
Staff greeted you and offered to help you
Staff greeted you and offered to
help you
Ques. 5 Staff answered your questions.

PERCENTAGE
EXCELLENT 8 16 16
GOOD 21 42 58
AVERAGE 13 26 84
FAIR 5 10 94
POOR 3 6 100
TOTAL 50 100

INTERPRETATION
From my analysis I found that 42% respondents agreed that employees of big bazaar have
complete knowledge to answer their questions. 26% respondents rate it as average to this
statement and only 16% to excellent. 10% to fair % 6% to poor.
0
5
10
15
20
25
Staff answered your questions.
Staff answered your questions.
Ques. 6 Staff showed knowledge of the products/services.

PERCENTAGE
EXCELLENT 11 22 22
GOOD 17 34 56
AVERAGE 12 24 80
FAIR 7 14 94
POOR 3 6 100
TOTAL 50 100

INTERPRETATION
Employees of big bazaar understand specific needs and have great knowledge of all product &
services. With this statement most of the respondents were rate this statement good i.e., 34%..
Among the total respondents 24% respondents agreed with average and 22% for excellent, 14%
for fair and 6% for poor.
22
34
24
14
6
Staff showed knowledge of the
products/services.
EXCELLENT
GOOD
AVERAGE
FAIR
POOR
Ques. 7 Staff was courteous throughout.

PERCENTAGE
EXCELLENT 3 6 6
GOOD 8 16 22
AVERAGE 20 40 62
FAIR 17 34 96
POOR 2 4 100
TOTAL 50 100

0
5
10
15
20
Staff was courteous throughout.
Staff was courteous throughout.
INTERPRETATION
According to 40% of people feel that Employees of big bazaar are very much courteous
throughout. Others rate at it as 34% in fair, 16% as good , 6% as excellent.

Ques. 8 Overall, how would you rate customer service of Big Bazaar.

PERCENTAGE
EXCELLENT 4 8 8
GOOD 14 28 36
AVERAGE 23 46 82
FAIR 9 18 100
TOTAL 50 100

0
5
10
15
20
25
Overall, how would you rate
customer service of big bazaar
8) Overall, how would you
rate customer service of
big bazaar
INTERPRETATION
Most of the respondents agreed with this statement. According to my analysis, employees in big
bazaar give prompt service. Among the total respondents agreed respondents rate 46% as
average, 28% as good, 18% fair & 8% excellent.

Ques. 9 Your complaints are constructively handled.

PERCENTAGE
STRONGLY DISAGREE 8 16 16
DISAGREE 16 32 48
NEITHER AGREE NOR
DISAGREE
11 22 70
AGREE 10 20 90
STRONGLY AGREE 5 10 100
TOTAL 50 100

INTERPRETATION
When you have a problem, big bazaar shows little interest in solving it. After analysing this
statement I found that most of the respondents agreed i.e. 32% respondents disagreed. Also I
found that 22% were neutral with this statement and 20% were committed with disagree. There
was 10 strongly disagreed. Hence Big Bazaar needs little improvement.

Ques. 10 Staff delivers the appropriate service as promised.

PERCENTAGE
DISAGREE 7 14 14
NEITHER AGREE NOR
DISAGREE
34 68 82
AGREE 9 18 100
0 5 10 15 20
STRONGLY DISAGREE
DISAGREE
NEITHER AGREE NOR
AGREE
STRONGLY AGREE
8
16
11
10
5
Your complaints are constructively
handled
9) Your complaints are
constructively handled
TOTAL 50 100

INTERPRETATION
Employees in the big bazaar tell you exactly when the services will be performed. Majority of
the respondents are neutral or uncertain with this statement.18% respondents were agree. At the
same time 14% disagreed.

Ques.11 Staff communicate in a language that you understand.

PERCENTAGE
DISAGREE 2 4 8
14
68
18
Staff delivers the appropriate service as
promised
DISAGREE
NEITHER AGREE NOR
DISAGREE
AGREE
NEITHER AGREE NOR
DISAGREE
4 8 16
AGREE 18 36 52
TOTAL 50 100

INTERPRETATION
According to survey, it has been judged that staff of big bazaar communicate in a language,
which can be easily understood by the customer. As 48% of respondent are strongly agree with
this statement, 36% are agree and 8% are uncertain.

0
5
10
15
20
25
STRONGLY
DISAGREE
DISAGREE
NEITHER AGREE
NOR DISAGREE
AGREE
STRONGLY
AGREE
2
2
4
18
24
Staff communicate in a language that you
understand
Ques. 12 The behavior of staff makes you feel that you can trust them and have confidence in
them.

PERCENTAGE
DISAGREE 16 32 50
NEITHER AGREE NOR
DISAGREE
21 42 92
AGREE 4 8 100
TOTAL 50 100

18
32
42
8
The behavior of staff makes you feel that
you can trust them and have confidence in
them.
STRONGLY DISAGREE
DISAGREE
NEITHER AGREE NOR
DISAGREE
AGREE
INTERPRETATION
The employees of the bank are little trustworthy The behavior of employees in big bazaar builds
confidence in you. Here analysis shows that most of the people that is 42% are uncertain, 32%
are disagree, 18% are strongly disagree and 8% are agree.

Ques. 13 The store layout at this store makes it easy for customers to find what they need.

PERCENTAGE
DISAGREE 12 24 30
NEITHER AGREE NOR
DISAGREE
11 22 52
AGREE 14 28 80
TOTAL 50 100

INTERPRETATION
Big bazaar has modern- looking and hi- tech equipments system that clearly shows customer, the
product they want. They have well designed system. 28% of respondent are agree with this
statement, 24% are disagree, 22% are uncertain, and 20% are strongly agree.

Ques. 14 The store layout at this store makes it easy for customers to move around the store.

PERCENTAGE
DISAGREE 9 18 48
0 5 10 15
STRONGLY DISAGREE
DISAGREE
NEITHER AGREE NOR DISAGREE
AGREE
STRONGLY AGREE
The store layout at this store makes it easy for
customers to find what they need.
The store layout at this store
makes it easy for customers to
find what they need.
NEITHER AGREE NOR
DISAGREE
12 24 72
AGREE 6 12 84
TOTAL 50 100

INTERPRETATION
According to research, it has been observed that store layout is not up to the mark as desire by
the customer. Because 30% are strongly disagree, 24% are uncertain, 18% are disagree and 16%
are strongly agree.

0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
15 9 12 6 8
The store layout at this store makes it easy
for customers to move around the store.
The store layout at this store
makes it easy for customers to
move around the store.
Ques. 15 Big bazaar provides plenty of convenient parking for customers.

PERCENTAGE
DISAGREE 15 30 66
NEITHER AGREE NOR
DISAGREE
10 20 86
AGREE 5 10 96
TOTAL 50 100

36
30
20
10
4
Big bazaar provides plenty of convenient
parking for customers
STRONGLY DISAGREE
DISAGREE
NEITHER AGREE NOR
DISAGREE
AGREE
STRONGLY AGREE
INTERPRETATION
From the above data I interpret that there are more number of four wheeler coming to Big Bazaar
than two wheeler. People prefer to visit big bazaar with their families. And people are not
satisfied with the parking facility. So parking facility should be good to attract large number of
customers.

Ques. 16 Big bazaar accepts most major credit cards.

PERCENTAGE
NEITHER AGREE NOR
DISAGREE
8 16 16
AGREE 19 38 54
TOTAL 50 100

INTERPRETATION
According to research it has been proved that Big Bazaar accept most major credit cards. 46% of
respondents strongly agree this statement, whereas 38% agree and 16% are uncertain about this
statement.

Ques. 17 What about the service could be improved?

PERCENTAGE
Service can be faster/more
efficient .
11 22 22
Service could be
friendlier.
4 8 30
0
5
10
15
20
25
NEITHER AGREE
NOR DISAGREE
AGREE STRONGLY AGREE
8
19
23
Big bazaar accepts most major credit cards.
Big bazaar accepts most major
credit cards.
Staff should communicate
better with customer.
7 14 44
Store needs to be cleaner. 7 14 58
The location needs
Parking.
11 22 80
The location needs to be
closer.
8 16 96
Other please specify. 2 4 100
TOTAL 50 100

22
8
14
14
22
16
4
What about the service could be improved
Service can be faster/more
efficient .
Service could be friendlier.
Staff should communicate
better with customer.
Store needs to be cleaner.
The location needs Parking.
The location needs to be closer.
Other please specify.
INTERPRETATION
By analyzing the responses to this question, I as a researcher, can identify the improvement areas
in operations at Big Bazaar.
Appropriate decisions can be made keeping these numbers in mind.
We should increase the space for parking & perform services faster.
We should clean the store regularly so that customer feel hygienic in the store.
Less percentage is given to behavior, their communication and location.

FINDINGS OF THE REPORT

Big Bazaar is undoubtedly number one retailer in India. It has build very emotional &
cordial relationship with its customers.
They are also intending to build long term relationship with all its stakeholders which is
very essential for successful business venture.
In order to attract customer they should provide good parking facility
Cleanliness and hygienic environment is also the major concern for big bazaar.
Management needs to be focus on it.
Store layout should also be developed in an efficient manner so that customer can get
things easily.
According to research I found that most of the people were affected & attracted with
offers and schemes. So, Big Bazaar should employ those people who are well trained to provide
information to customer regarding new things to enhance its customer services.
Consumer choose malls to shop because they all want variety and brands. According to
customers it is economical as compared to other places.
We can also say that location, variety conveniences and economical products are not the
only thing which attract the customer but good customer service is one of the crucial factor that
attract customers.

RECOMMENDATIONS

Advertising is the basic and most prominent tool to increase the awareness of product.
So, Big Bazaar should use this tool to increase their share in the market.
Retail business is successful only when they have a good customer services. Customer
loyalty can only be gain by providing good or satisfied services to the customers.
Most respondents take on the spot decision of buying different products because of the
various attractive products displays. So pretty combination with good services should be done to
retain customers.
Quality play a major role because most respondent said that they want a quality product
and thats also the one of the reason for most of the respondents sticking to particular brand.
Customers are very price conscious they are having many options in the market. The
following steps should opt :-
Should follow more of high low pricing rather than everyday low pricing
Should go for a weekly coupon system as it hold more of the loyal customers.
Should provide good customer services so that customer like to visit again.
There should be a proper assortment of various product categories.
Proper training should be provided to the customer so that they can deal with customer
efficiently
Various offers can be provided to them to attract new customers.
Quality in product should be reach up to mark.

CONCLUSION

As most of the retail industries did market research before entering into market. Same
thing was done by Big Bazaar. Location, market, consumer perception analysis was done by big
bazaar.
In one year, much more diversification was done in it. And to retain customers they use
many loyalty programs & IT techniques.
Big bazaar, a part of future group is a hypermarket offering a huge array of goods of good
quality for all at affordable prices. Big bazaar with over 140 outlets in different part of India is
present in both the metro cities as well as in small towns.
Big bazaar can attract more customers by different variety an d assortments.
They can improve customer satisfaction by providing home delivery services.
We can conclude that Big Bazaar has one of the major retail industry in india.
Working environment is good and also the various facilities is provided to increase the
customer services.
There exist a healthy & strong relationship between employees and managers.
The employees accept their responsibility wholeheartedly and perform the services in
well manner that satisfied the customers.

BIBLIOGRAPHY
References
1. Philip Kotler, marketing management,
(Pearson education, 12thedition)
2. Naresh Malhotra marketing research (An applied orientation),
Research design,
(Prentice hall of India pvt. 5th edition)
3. Berman B and Evans J.R, Retail Management
(Pearson education, 10
t h
edition
4. Service Marketing by M.K Rampal
5. Integrated service marketing (4
t h
edition) by Zeithmal

Internet web sites
1 bigbazaar.co.in
2 literature review on bigbazaar.com
3 retailseminar.in
4 organizedretail.co.in
5 google.com
6 www.futuregroup.com

QUESTIONNAIRE
Respected Sir/Madam
I am student of Guru Nanak Institute Of Management, conducting survey on customer
service with reference to big bazaar. All the data will be kept confidential and will be used
just for analysis of the project. I request you to tick the option which in your opinion believes to
be true.

Customers Name

Age :

Monthly Income Level: Below Rs.10000
Rs.10000 Rs.20000
Rs.20000 Rs.30000
Above Rs.30000

Educational Qualification: Under graduate
Graduate
Post Graduate

1) How frequently do you visit Big Bazaar
Twice in a week Once in a week
During Special offers Whenever the need arises

2) Are you happy with the location of Big Bazaar
Yes No
Excellent good average fair poor

3) Staff was available in a timely manner.
4) Staff greeted you and offered to help you.
5) Staff answered your questions.
6) Staff showed knowledge of the products/services.
7) Staff was courteous throughout.
8) Overall, how would you rate customer service
of big bazaar?

St rongly Disagree neither agree Agree Strongly
Disagree Nor disagree Agree

9) Your complaints are constructively handled.
10) Staff delivers the appropriate service as promised.
11) Staff communicate in a language that you understand..
12) The behavior of staff makes you feel that you
can trust them and have confidence in them.
13) The store layout at this store makes it easy
for customers to find what they need.
14) The store layout at this store makes it easy
for customers to move around the store.
15) Big bazaar provides plenty of convenient
parking for customers.
16) Big bazaar accepts most major credit cards.

17) What about the service could be improved?
Service can be faster/more efficient
Staff could be friendlier
Staff should communicate better with customers
Store needs to be cleaner
The location needs parking
The location needs to be closer

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