Professional Documents
Culture Documents
Submitted by
Roll no. 02
Designation: Faculty
Department: Bachelors of management studies
K.H.M.W. College
Submitted in partial fulfillment of
MUMBAI UNIVERSITY
2018 – 2019
DECLARTION
____________
Signature of Student
____________________
_____________________
Signature of the Principal Signature of Project Guide &
Internal Examiner
Internal Examiner
________________ _______________
(External Examiner) (BMS Co-Ordinator)
ACKNOWLEDGEMENT
I would like to thank the University of Mumbai, for introducing the BMS course,
there by giving its students a platform to keep abreast with the changing business
scenario, with the help of theory as a base and
practical as a solution.
This project would have been incomplete without the endless support and guidance
of Professor ANSARI NASEEM AHMAD, my project guide.
I would also like to express my sincere gratitude towards our respected Principal
MR. AZIZ SHAIKH.
My friends who have been a great source of inspiration throughout the making of
this project, their support is deeply acknowledged.
Certificate …………………………………… i
Declaration ……………………………………. ii
Acknowledgement ……………………………………. iii
1. Project Title
2. Introduction
Customer satisfaction
Future Group and its different formats
Allahabad Big Bazaar
3. Objective
4. Review of Literature
5. Problem and Research Questions
6. Research Design
7. Hypothesis
8. Instrument
9. Data collection and analysis
10. SWOT Analysis
11. Customers Feedback
12. Suggestions
13. Recommendations
14. Learning’s
15. Bibliography
TITLE:
INTRODUCTION
products or services.
customer's expectations;
customer's expectations;
Most companies say that they believe in great customer service, but few
There are several ways to gather input from customers. The simplest
way to find out how customers feel and what they want is to ask them. If
you have only 20 customers, you can talk to each one personally. The
advantage of this approach is that you'll get a personal "feel" for each
customer.
Customer surveys with standardized survey question insure that you will
collect the same information from everyone. Remember that few of your
attempt to find out "how we can serve you better" -- your customers will
Here are a few of the possible dimensions that one could measure:
Quality of product
Pricing
Staff’s behavior
Complaints or problems
Billing experience
Security’s behavior
advantage
good treatment
These facts underscore the need to satisfy your current customers so they
to both you and your competitors has made it easier to duplicate each
advantage.
bottom line
are less sensitive to price), costs less to sell to, and refers your business
to others.
An essential part of assessing satisfaction includes identifying
matter what type of business you are in, surveys are an important tool to
help you collect the information you need to understand and evaluate
satisfaction.
"COMPANY INTRODUCTION"
Future Group
Future Group is India’s leading business group that caters to the entire
Apart from Pantaloon Retail, the group’s presence in the retail space is
owns leading apparel brands like Indigo Nation, Scullers and Urban
billion that are being invested in developing retail real estate and
centers across the country and has formed a joint venture company
core value and its corporate credo is - Rewrite rules, Retain values.
explore areas yet unexplored, write rules yet unwritten; create new
to us our strength, our ability to learn, unlearn and re-learn our ability to
evolve.
The motto of Future Group, to not to wait for the Future to unfold itself
where, how and when they need. They are not just posting satisfactory
Future Retail
All the retail lines of business like food fashion and home will come
Future Brand
Custodian of all the present and future brands that are either developed
Future Space
Future Media
media spaces.
Future Logistic
distribution.
GROUP VISION:
GROUP MISSION:
Future Group shares the vision and belief that their customers and
They shall infuse Indian brands with confidence and renewed ambition.
They shall ensure that their positive attitude, sincerity, humility and
in their conduct.
information.
relationships.
1992 Initial public offer (IPO) was made in the month of May.
launched
real estate funds Kshitij and Horizon and private equity fund in
across the nation. Group enters into joint venture agreements with
Kishore Biyani led the group’s foray into modern retail with the opening
chain followed by Food Bazaar, a super market chain which blended the
look ,touch and feel of Indian Bazaars with western hygiene. This was
followed by Central, a first of its kind seamless mall located in the heart
Indian.
Gopi Kishan Biyani is Commerce graduate and has more than twenty
formats.
Investments.
Mr. Shailesh Haribhakti, Independent Director :-
Bank of India and serves on the Board of DSP Merrill Lynch Trustee
Dr. D.O.Koshy holds a doctorate from IIT, Delhi and is the Director of
serves on the board of Maharishi commerce Ltd. and Samay Books Ltd
among others.
Anil Harish is the partner of DM Harish & Co. Associates and solicitors
and LLM from university of Miami. He also serves the Board Mahindra
Format -1
operates through 5 million square feet of retail space, has over 331
stores across 40 cities in India and employs over 17,000 people. The
launched Big Bazaar, a hypermarket chain that combines the look and
kind seamless mall located in the heart of major Indian cities, followed
the company forayed into modern retail in August 1997 with the launch
CENTRAL
Central, the showcase seamless mall concept is one of the more popular
destination where citizens can just come and unwind, whether it’s for
their favorite cuisine at the multiple specialty restaurants and food courts
the destination of first choice for new fashion brands in India. Central
concept, taking the brand closer to the consumer. With brands within
Central competing against the best brands in the country, it also allows
gifts & stationery (Depot) and fine dining restaurants etc. Some of the
new alliances that the group has entered into, like Etam, Lee Cooper and
Gini & Jony will also share space within all Central malls.
Format-3
BIG BAZAAR
Big Bazaar has clearly emerged as the favorite shopping destination for
service levels.
Shop till you drop! Big Bazaar has democratized shopping in India and
is so much more than a hypermarket. Here, you will find over 170,000
products under one roof that cater to every need of a family, making Big
At Big Bazaar, you will get the best products at the best prices from
If you are a fashion conscious buyer who wants great clothes at great
it men’s wear, women’s wear, kids wear, sportswear or party wear, Big
Depot
and within most Pantaloons, Central and Big Bazaar retail formats,
transforming the way books, music, multimedia and gifts are bought,
sold and perceived in India. This would be made possible by the creation
and connecting with the mind and soul through different languages,
few. The company believes that existing formats in the segment offer an
books, music and gifts stores that will once again democratize the
reading habit in the country. The company believes that with 1.2 billion
Depot seeks to work with communities in and around the area where it is
located and hopes to attract the entire family to spend quality time
audience.
Format-5
Fashion Station
in fashion for the masses, has met with reasonable success since its
consumers who are bombarded with the latest in style through media
Food Bazaar
blends the look, touch and feels of the Indian bazaar with the choice,
convenience and hygiene that modern retail provides. The food and
Most stores are located within Big Bazaar, Central and Pantaloons and
Bazaars as well. The business contributed just fewer than 50 per cent of
value retailing, and about 20 per cent to the company’s turnover during
basis of staples, fresh produce, branded foods and home and personal
care products.
Format-7
Home Improvement
million new homes are being bought annually. With every house, a
dream is planted to decorate the house. And this creates a demand for
entered the Rs. 90,000 crore home solutions market in 2004-05. With its
presence in the modern retail and consumer space, this new concept was
an opportunity for the company to leverage its experience and offer the
Electronic zone
nearly 6 per cent every year, E-Zone has already emerged as a force to
products ranging from music systems to laptops, from the latest plasma
size, E-Zones are primarily stand-alone concepts, but are also present
within the company’s Central malls. During the year 2005-06, the
Bangalore, coupled with another two E-Zones within the Bangalore and
in this format for the coming year, with nearly 20 more E-Zones coming
COMMUNICATION
With over 2 billion phone users worldwide, mobility has now become an
intrinsic part of our personal and working lives. Mobile operators, cell
providers and many other key players in the mobile industry are all
working to carve out the best position in the value chain, to find the right
place from where they can best serve both their own and their
shift would occur in consumer interest from carriage to content and from
than iPods, with more messaging reach than PCs, convergence with the
different.
With over 150 million mobile subscribers expected by 2008, there exists
a huge potential for all players in the mobility space. Most of the mobile
phones in India are sold through ‘mom and pop ‘stores, and there is a
ConvergeM too operates in the lifestyle and value platforms. Its value
communication needs.
Format-10
position in the leisure and entertainment space. This has helped the
company build a complete bouquet of brands that span from food courts
to fine dining. As the shift from high street to malls continues, the
and these formats are being developed keeping this in mind. F123 is
Chamosa, a unique concept that the company launched during the year
tea and samosas. Aimed at the mass customer, there were 10 such kiosks
operational during 2005-06 these kiosks are located in high traffic areas
complexes and airports and the company has large expansion plans for
this format.
F123, the entertainment zone offering is a leisure solution for all age
from bowling and pool, interactive video games to bumper cars. The
knowledge, with Indian pricing. For the year ending 2005-06, there were
three F123’s operational, with the first one opening in November 2005.
Format-11
Indian consumer spends almost 8 per cent of his wallet share on health,
holistic and preventive healthcare has led to a boom in the fitness and
wellness industry.
Delivery Formats Star & Sitara
products, ranging from cosmetics, skin and hair care, aromatherapy and
fragrances. Star & Sitara is set to be part of most Big Bazaar and every
Beauty and Health Mall, which the company is in the process of setting
doubles as a unique parlor and salon for men and women. Customers
will be treated to the best quality hair and skin services at unbelievable
prices. One such store was operational as on the 30th June 2006.
Beauty & Health Mall
wellness products and services. This will be led through its Beauty &
Health Mall format. Typically, of around 25,000 square feet each, these
centers will include pharmacies and beauty product zones and a host of
fitness etc. The company plans to open at least three Health & Beauty
Liberty Shoes
With fashion being the focus of the company, the intent is to provide a
apparel but fashion accessories also. Accessories speak a lot about the
wearer. Footwear is one such category in the fashion sphere that truly
the year under review, Pantaloon explored the opportunity to get into
company Liberty Shoes. The joint venture named Foot Mart Retail
would be present in, and as stand alone stores across the country.
Shoe Factory stores would be a destination for men, women and children
of all ages, who can choose from a wide variety of quality footwear at
various price points, suiting their budgets. The venture launched its first
store in Ahmedabad on 5th May 2006. Spread over nearly 13,000 square
feet, this value format houses a wide range of the latest and trendiest
The company recognizes that the organized kids wear category has
shown signs of sizeable growth over the past couple of years. In order to
entered into a joint venture with the country’s leading kids wear retailer,
Gini & Jony Apparels Pvt. Ltd. This equal joint venture named GJ
within all existing and upcoming Pantaloons stores and Central malls
will set up a chain of exclusive kids wear stores throughout the country,
PLANET RETAIL
brands. We sensed this opportunity some time back and have built a
with Planet Retail Holdings Pvt. Ltd. The alliance with Planet Retail
Spencer, with 9 stores at present; Guess the US brand that has 12 retail
stores currently, and the Spanish brand Women’s Secret which is retailed
through 2 outlets. Planet Retail also has a multi-brand international
The company is the sole licensee for sportswear brands such as Converse,
Spalding and the Athlete’s Foot the venture has also launched other
Debenhams.
Lince Allahabad(U.P.).
Store Area:
Frist Floor (Carpet area –14234.2 Sq.ft; Chargeable Area – 17081 Sq.ft)
Sq.ft)
Total Carpet Area – 29440.3 Sq.ft; Total Chargeable Area – 35328 Sq.ft
OBJECTIVE:
With the help of this research I will check:
REVIEW OF LITERATURE:
delighted.
and tell others about their good experience with the product. The key is
price or increasing its services. But this may result in lower profits.
continue to generate more customer value and satisfaction but not “give
4. Find Alternatives
Various solutions, which can
be provided for problem
solving
8. Record keeping
Record keeping of various
problem & solution provided
for future reference. 5. Select the best solution.
Select the optimum solution
considering customer lifetime
value.
RESEARCH DESIGN
Sample Information
able to represent not only the overall population, but also key subgroups
Sampling Technique
on the basis of their age that is called ‘Strata’. Then a ‘Strata’ of hundred
large sample.
HYPOTHESIS
Null Hypothesis (Ho): Big Bazaar products and services satisfy its
customer.
9% 4% 11%
Outstanding
Good
Satisfactory
36% 40% Average
Poor
2. How do you rate quality & variety of product?
8% 4% 8% Outstanding
21% Good
Satisfactory
Average
59% Poor
3. How do you rate our offers & discounts?
5% 10%
14%
Outstanding
Good
Satisfactory
Average
24% 47% Poor
4. How do you rate staff’s behavior ?
Staff’s behavior
18% 3% 7% Outstanding
Good
Satisfactory
14% Average
58%
Poor
5. How do you rate store’s ambience & cleanliness?
6% 2%
9% 24%
Outstanding
Good
Satisfactory
Average
Poor
59%
6. How do you rate our customer service desk & in-store
announcements?
5%
19% 23%
Outstanding
Good
Satisfactory
Average
14%
Poor
39%
6. How was your billing experience?
Billing Experience
12% 4% 9% Outstanding
Good
Satisfactory
40% Average
35%
Poor
7. How do you rate security’s behavior?
Security’s Behavior?
16% 4% Outstanding
Good
17% 41%
Satisfactory
Average
22% Poor
8. How was your overall experience in store?
STRENGTHS
India presence.
WEAKNESS
Allahabad crowd.
destination.
Huge potential for entertainment in the city e.g. F-123, Sports bar,
facilities.
THREATS
large.
CUSTOMERS FEEDBACK
Some goods are at very high price mostly Food Bazaar items.
SUGGESTIONS
RECOMMENDATIONS
There should be a carpet on the floor of the gift section so that the
goods from delivery desk and does not have to carry the same.
faced by customers.
MY LEARNING’S
CSD etc.
their doorsteps.
BIBLIOGRAPHY
www.futurebytes.com
www.pantaloon.com
www.retailindia.com
www.google.com
Marketing Research ()
INSTRUMENT
ambience & cleanliness and Overall experience in store) and the last one
Age …… ____________
Poor
Poor
3. How do you rate our offers & discounts?
Poor
Poor
Poor
6. How do you rate our customer service desk & in-store
announcements?
Poor
Poor
Poor
9. How was your overall experience in store?
Poor
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