SERIAL

NUMBERS

TOPICS

1.

INTRODUCTION

2.

OBJECTIVE

3.

SCOPE

4.

IMPORTANCE

5.

LIMITATION

5.

COMPANY PROFILE

6.

THEOROTICAL BACKGROUND

7.

RERESERCH MATHEDOLOGY

8.

ANALYSIS AND INTERPRITATION

9.

FINDINGS

10.

SUGESSION

11.

CONCLUSSION

12.

BIBLIOGRAPHY

13.

QUESTIONNAIRES

PAGE
NUMBERS

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 process. Many centre managers have found that the cost-effective
analysis performed gives unrivalled return on their investment. The benefits of
catchment Analysis 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 catchment reports is actual shopper behavior. 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. Researchers 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.

SCOPE OF THE STUDY:

The study made by the researcher helps to provide information relating to

the geographic, demographic and economic features of the respondents in
and around Thane area. The findings and suggestions given by the researcher
.
at the end of the study will be helpful for the organization in

making market planning and so enrich the sales of the Thane

Big Bazaar.

Objectives of the study

To identify the buyer behavior of the customers.

To understand the Geographic, demographic and Economic factors of the

customers

To identify the target customers for the store.

To analyze the purchase pattern of the customers

To suggest the exact media for advertisement to attract the target customers.

LIMITATIONS:

The study is conducted in and around thane area only. Hence the results may
not be applicable to other geographical areas.

The time period is very short.

The size of the sample is low when compared to the total population.

The study was limited to extend of abilities and willingness of the

respondents to answer appropriately to the questions.

RESEARCH METHODOLOGY

RESEARCH DESIGN
A research design is purely and simply the frame work or plan for a study that
guides in the collection and analysis of the data. There are three types of research
designs, they are
Exploratory research design
Descriptive research design
Casual or experimental research design
Since this study attempts to describe the demographic, economic
&
psychographic features of the respondents, it is a descriptive
research.

Descriptive research design

Descriptive research is one that concerned with describing the characteristics of a
particular individual, or of a group. The descriptive study is typically concerned
with determining frequency with which something occurs or how two variables
vary together. Here the problems are defined and the solutions are provided.

Sample Size of the study

The sample unit selected for this study is retail outlets. The sample size for the
study is 50.

Sampling Technique
For the present study the researcher used the Disproportionate stratified random
sampling technique.

Sources of data
data

There are two type of data primary data and secondary

Primary Data

Primary data refers to those data that are collected newly and they are not used
earlier. The researcher has to gather the primary data freshly for the specific study
undertaken by him.
The primary data can be collected by three methods namely observation method,
experimentation method and survey method. Survey research is the systematic
gathering of data from respondents through questionnaires.
Secondary Data
The secondary data refers to those data which were gathered for some other
purpose and are already available in the firms internal records and commercial,
trade or government publications.

DATA COLLECTION METHOD

The primary data required for this study is collected through schedules. The
schedule method is also like the collection of data through questionnaire, with little
difference which lies in the fact that questions are being filled in by the
enumerators according to the replies of the respondents for the questions.

Review of literature

This chapter will give an overview of literature and models that are related to
the
research problem presented in the previous chapter. This chapter will
introduce the concepts
of customer satisfaction, service quality, relation between customer
satisfaction and service
quality, traditional service quality dimensions, online service quality
dimensions and service
quality model of online retailing in order to give a clear idea about the
research area.

According to Kotler-Customer satisfaction depends on the products

perceived
performance relative to buyers expectations. If the product performance
falls short of
expectations, the customer is dissatisfied. If performance matches
expectations, the customer
is satisfied. If performance exceeds expectations, the customer is highly
satisfied or
delighted.

Outstanding marketing companies go out of their way to keep important

customers
satisfied. Highly satisfied customers make a repeat purchases and tell others
about their good
experience with the product. The key is to match customer expectation with
company
performance. Smart companies aim to delight customers by promising only
what they can
deliver, then delivering more than they promise.

However, although the customer-centered firm seeks to deliver high

customer
satisfaction relative to competitors, it does not attempt to maximize
customer satisfaction.
A company can always increase customer satisfaction by lowering its price or
increasing its services. But this may result in lower profits. Thus, the purpose
of marketing is
To generate customer value profitability. This requires a very delicate
balance: The marketer
must continue to generate more customer value and satisfaction but not
give away the
house.

The gulf between satisfied customers and completely satisfied customers can swallow a
business.

Brief History of the Company

Big bazaar was launched in September, 2001 with the opening of its first four

stores in Calcutta, Indore, Bangalore and Hyderabad in 22 days. Within a span of ten
years, there are 120 Big bazaar stores in 70 cities and towns across India.
Big Bazaar was started by Kishore Biyani, the Group CEO And Managing
Director of Pantaloon Retail.Though Big bazaar was launched purely as a fashion
format including apparel, cosmetics, accessory and general merchandise, over the years
Big bazaar has included a wide range of products and service offering under their
chain. The current formats include Big bazaar, Food bazaar, Electronic bazaar and
Furniture bazaar. The inspiration behind this entire retail format was from saravana
stores, a local store in T. Nagar, Chennai.
The stores are customized to provide the feel of mandis and melaswhileoffering the modern retail
feature like Quality, Choice and convenience. As the modernIndian familys favorite retail store,
Big bazaar is popularly known as the Indian WalMart.
On successful completion of ten years in Indian retail industry, in 2011, Big
bazaar has come up a new logo with new tag line Naye India ka Bazaar replacing the earlier
ones IsseSastaAurAcchaKahinNahin

Industry Profile:

Type : Public Retailing Industry

Head Quarters : Mumbai, Maharashtra, India.

CEO : Kishore Biyani

Parent : Future Group

Website : FutureBazaar.com

Future value Retail limited is a wholly owned subsidiary

of pantaloon Retail (India) Limited. This entity has been crated
keeping in mind the growth and the current size of the
companys value retail business, led by its format division, BigBazaar and Food
Bazaar.

The company operates 120 Big Bazaar stores, 170 Food Bazaar stores,
among other formats, in over 70 cities across the country, covering an
operational retail
space of aver 6 million square feet. As a focuses entity driving the growth of
the
groups value retail business, Future value Retail Limited (FVRL) will continue
to
deliver more value to its customers, supply partners, stakeholders and
communities

across the country and shape the growth of modern retail in India.

Every day, Future group brings multiple products, opportunities and services
to
millions of customers in India. Through over 15 million square feet of retail
space, it
serves customers in 85 cities and 60 rural locations across the country. Most
of all, it
helps India shop, save and realize and aspirations to live a better quality of
life every
day.
Future group understands the soul of Indian customers. As one of Indias
retail
pioneers with multiple retail formats, it connects a diverse and passionate
community
of Indian buyers, sellers and business. The collective impact on business is
staggering;
around 220 million customers walk into our stores each year and choose
products andFuture group employs 35000 people directly from every section
of our society.

It source suppliers from enterprises across the country, creating fresh

employment,

Impacting livelihoods, empowering local communities and fostering mutual

growth.
Future group believes in the India dream and have aligned its business
practices to large objective of being a premier catalyst in Indias
consumption-led
growth story. Working towards this end, future group are ushering positive
socioeconomic
change in communities to help the Indian dream fly high and the soneki
chidiya soar once again. This approach remains embedded in future group
ethos even
as it rapidly expands its footprints deeper into India.

BIG BAZAAR is a chain of hypermarket in India. Currently there are 120

stores across 70 cities and towns in India. Big Bazaar id designed as an
agglomeration
of bazaar or Indian market with clusters offering a wide range of
merchandise
including fashion and apparels, food products, general merchandise,
furniture,
electronics, book, fast food and leisure and entertainment section.

PRODUCT PROFILE
The product profile of Big Bazaar is as follows. They are dealing with various
types of products and so they had divided them into various departments for the
customers convenience. The departments are
FOOD BAZAAR

 HOME CARE PRODUCTS

HEAD TO TOE
FIT & HEALTHY
BOOKS & STATIONARIES
APPARELS & GARMENTS
MEN & WOMEN ACCESSORIES
KIDS ACCESSORIES
CROCKERY & PLASTIC ITEMS
UTENSILS
HOME DECORS
HOME LINEN
GIFTS
BAGS & TRALLIES
FURNITURES
ELECTRONIC GOODS
FOOT WEARS

Innovations of Big Bazaar

Wednesday Bazaar

Big Bazaar introduced the Wednesday Bazaar concept and promoted it as

HafteKaSabseSasta Din. It was mainly to draw customers to the stores on
Wednesdays, when least number of customers is observed. According to the
chain, the
aim of the concept is "to give homemakers the power to save the most and
even the
Stores in the city don a fresh look to make customers feel that it is their day".

SabseSasta Din

With a desire to achieve sales of Rs 26 Crore in a one single day, Big Bazaar
introduced the concept of "SabseSasta Din". The idea was to simply create a
day in a
year that truly belonged to Big Bazaar. This was launched on January 26,
2006 and the
result was exceptional that police had to come in to control the mammoth
crowd. The
concept was such a huge hit that the offer was increased from one day to
three days in
2009 (24 to 26 Jan) and to five days in 2011 (22-26 Jan).

MahaBachat

MahaBachat was started off in 2006 as a single day campaign with attractive
promotional offers across all Big Bazaar stores. Over the years it has grown
into a 6
days biannual campaign. It has attractive offers in all its value formats such
as Big
Bazaar, Food Bazaar, Electronic Bazaar and Furniture Bazaar - catering to the
entire
needs of a consumer.

The Great Exchange Offer

On February 12, 2009 Big Bazaar launched "The Great Exchange Offer",
through with the customers can exchange their old goods in for Big Bazaar
coupons.
Later, consumers can redeem these coupons for brand new goods across the
nation.

Achievements and Awards

2004

Big Bazaar wins its first award and national recognition. Big Bazaar and
Food
Bazaar awarded the countrys most admired retailer award in value
retailing and
food retailing segment at the India Retail Forum.

A day before Diwali, the store at Lower Parel becomes the first to touch
Rs 10
million turnover on a single day.

2005

 Launches a unique shopping program: the Big Bazaar Exchange Offer,

inviting
customers to exchange household junk at Big Bazaar.

Electronic Bazaar and Furniture Bazaar are launched.

Big Bazaar and ICICI Bank launched ICICI Bank-Big Bazaar Gold credit
card
program to reward its loyal customers.

2006

Big Bazaar launches Shakti, Indias first credit card program tailored for
housewives.

Navaras the jewelers store launched within Big Bazaar stores.

2007

 Big Bazaar partners with Futurebazaar.com to launch India's most

popular
shopping portal.

Big Bazaar initiates the "Power of One" campaign to help raise funds
for the
Save The Children India Fund.

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.

2008

Big Bazaar becomes the fastest growing hypermarket format in the

world with
the launch of its 101st store within 7 years of launch.

Big Bazaar dons a new look with a fresh new section, Fashion@Big
Bazaar

 Big Bazaar joins the league of Indias Business Super brands. It is voted
among
the top ten service brands in the country in the latest Pitch-IMRB
international
survey.

Big Bazaar initiated the Mega Saving "Monthly Bachat Bazaar"

campaign, to
provide exceptional deals on groceries and food items during the first
week of
every month.

2009

Big Bazaar captures almost one-third share in food and grocery

products sold
through modern retail in India

Mahendra Singh Dhoni and Asin, youth icons of India, were chosen as
the
brand ambassadors of Big Bazaar

Big Bazaar announced the launch of 'The Great Exchange Offer'

2010

Big Bazaar wins CNBC Awaaz Consume r Awards for the third consecutive
year. Adjudged the Most Preferred Multi Brand Food & Beverage Chain,
Most
Preferred Multi Brand Retail Outlet and Most Preferred Multi Brand One
Stop
Shop.

Big Bazaar connects over 30,000 small and medium Indian

manufacturers and
entrepreneurs with around 200 million customers visiting its stores.

VidyaBalanwas chosen as the brand ambassador of Big Bazaar's Price

Challenge exercise

2011

 For the convenience of the online customers, Big Bazaar has started
free
shipping on all orders above Rs. 1000.

2012

Big Bazaar entered into a five year multi-million dollar deal with
Cognizant
Technology Solutions for IT infrastructure services that support Future
Group's
network of stores, warehouses, offices, and data centers.

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
handsets and
electronics like home theatres, video cameras, digital cameras, LCD TVs,
kitchen
appliances and many more.

Discounts:
Hftekasabsesasta din was introduced by 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 system or electronic article
surveillance system, which detects the problem that has attached tags or
not.
Future value retail on the value retail segments through the Big Bazaar, Food
Bazaar and KBs fair price formats.

In a highly competitive retail marketplace with changing consumer

preference,

different formats and large geographical spread, retail logistic is a critical

business
activity.

At Future Group we believe the viability of a retail operation hinges as much

on
achieving efficient logistic and supply chain as it does on attaining success at
the front
end.

A seamless logistic function to move our products from the manufacturer to

our
store shelves is at the heart of our retail operation. Our robust presence in
logistic and
supply chain helps us move million of products to customers each day of the
year
across India in the most efficient and cost-efficient manner.

Strategy of Big Bazaar

According to Kishore Biyanis 3-C theory, change and confidence among the
entire population is leading to rise in consumption, through better
employment and
income which in turn is creating value to agriculture products across country.

Vision:

To deliver Everything, Everywhere, Every time for Every time for Every
Indian
consumer in the most profitable manner.

Indias transformation into the legendary SonekiChidiya (golden bird),

taking wings once again to reach greater heights

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 formats, creating retail reality,

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.

SWOT Analysis

Strengths

Benefit of early entry into the retail industry.

Frequent offers for customer. (EDLP Every Day Least Price)

Point Of Purchase promotion

It has goodwill of being a format of Future Group, which has pan India
presence.

 Vast range of products under one roof helping in attracting customer

and their
Experience.

Own products.

Cleanliness & hygiene is up to the standard.

Diversified business operating all over India in retail industry

Weakness

No furniture to complete the offerings.

Very thin margin.

High perishable items like vegetables are kept.

Unavailability of popular Brand item with regards to clothing

Opportunity

Lots of potential in the rural markets.

Mood of optimism is creeping in the mind of consumers regarding

facilities.

Can expand the business in smaller cities as there is lot of opportunity

Threats

High business risk involved.

Lots of competitors coming up to tap the market potential (stiff

competition)

Unorganized Retail sectors

1. How frequently do you visit big bazaar.

Sr.no.
a)
b)
c)

Options
Twice in a day
Once in a day
During special offer

Rating
2
13
35

Chart Title
Twice in a day

Once in a day

during special offer

4%
26%

70%

Interpretation:
The data reveals that 70% customer visit big bazaar when there is an special
offer, 26% of respondent visiting big bazaar once In a day, and 4% of
respondent visiting big bazaar twice in a day

2)Are you happy with the location of Big Bazaar

Sr.no.
a)
b)

Options
YES
NO

Rating
36
14

Chart Title
yes

No

28%

72%

Interpretation:
The data reveals that 72% of respondent are happy with the
location of big bazaar and 28% of respondent are not happy with
the location of big bazaar.

3) Staff was available on time manner

Sr. no.
a)
b)

Options
YES
NO

Rating
25
25

Chart Title
yes

50%

No

50%

Interpretation:
50% of respondent told that staff was available on time and 50% of
respondent told staff was not available on time manner.

4) Staff answered your questions

Sr. no,
a)
b)

Options
YES
NO

Rating
35
15

Chart Title
yes

No

30%

70%

Interpretation: 70%of respondent answered my question and 30% of

them not responded my question

5) Staff shows knowledge of the product or services

Sr. no.
a)
b)

Options
YES
NO

Rating
27
23

Chart Title
yes

No

46%
54%

Interpretation:
54% of them told yes, that the staff had provided knowledge about product
and 46% and,
46% of them told No, that no proper information was provided about the
product.

6) Your complaints are constructively handled

Sr.no.
a)
b)

Options
YES
NO

Rating
35
15

Chart Title
yes

No

30%

70%

Interpretation:
70% told yes, and 30%of them told No, their complaint was not handled
properly.

7) Staff communicate in a language that you under stood

Sr. no.
a)
b)

Options
YES
NO

Rating
38
12

Chart Title
yes

No

24%

76%

Interpretation
76%of them told yes,staff were responding in the language they understood
and 24% of them told No effective communication was there.

8) The store layout at this store make easy for customers to move
around the store

Sr.no.
a)
b)

Options
YES
NO

Rating
39
11

Chart Title
yes

No

22%

78%

Interpretation:
78% of them told Yes, and 22% of them told No, there was some problem in
layout faced by them while moving around the store

9) Big bazaar provides plenty of convenient parking for customer

Sr.no.

a)
b)

Options
YES
NO

Rating
27
23

Chart Title
yes

No

46%

54%

Interpretation:
54%of them told Yes, there is enough space for parking and 46%of them told
No, more place should be provided for parking.

10 Big bazaar accept most credit cards

Sr.no.

a)
b)

Options
YES
NO

Rating
39
11

Chart Title
yes

No

22%

78%

Interpretation:
78%of them told Yes, credit card system was widely accepted in Big Bazar
and 22%of them told No.

11. what about the services could be change

Sr.no.
a)

Options

Rating

Service can be faster

11

Staff could be friendlier.

10

Staff should communicate better with

13

b)

c)

customer
Store need to be cleaner

The location need parking

11

The location need to be closer

d)
e)
f)

14
12

13
11

10

10

11
9

8
6

4
2
0

Interpretation:
11 respondent told that, service can be more faster or should be improved.
10 respondent out of 50, told that staff should behave more friendly

13 and most of the people told that the, staff should communicate in a better
way,
9 of them told store should be clean

11 respondent told that the location needs proper parking,

5 of them told that the location need to be closer as per their convenience

12 The merchandise which consumer wants available in Big Bazaar

Sr.no.

Options
a)

YES

Rating
41

b)

NO

Chart Title
Yes

No

18%

82%

Interpretation:
82% of them told Yes that all merchandise they needed was available at Big
Bazaar, and very less that is 18% of them told that merchandise was Not
available as per their need

13The Big Bazaar provide any kinds of schemes to customer

Sr.no.

Options

Rating

a)

YES

42

b)

NO

Chart Title
Yes

No

16%

84%

Interpretation:
84% of them told No, no schemes were provided to them at Big Bazaar ,and
16%of them told that some type of schemes were provided to them.

14 Overall how you rate customer service of Big Bazaar

FINDINGS
Most of the customers i.e. about 13%were visiting to Big Bazaar during
special offer,13% once in a day and 2% twice a day
Most of the people are happy with the location; staffs were showing
proper responsiveness to customers
Major problems was found that staffs were not available on time, and
no proper knowledge was provided about the product
Sufficient layout or space was there to move around the store for
customer ,and customer were enjoying the credit card facility.

Suggestions
Following suggestions should be made to improve the services provided by Big Bazaar:-

Proper training should be provided to staff, so that they can communicate in a better way

and handle the complaints of customers.

The service provided by Big Bazaar should be more faster and quick
Staff should come forward to help the customer and should show willingness to provide

knowledge of the product and services

Mainly, at the time of festival and occasions there should be excess staff available to

handle the crowd properly

Big Bazaar should introduce more special offers or discounts for customers to attract
them