Consumer Behaviour Towards Big Bazaar

A STUDY ON
“CONSUMER BEHAVIOR” Towards BIG BAZAAR

(V3S MALL)
LAXMI NAGAR, NEW DELHI
Summer Training Project Report

Submitted Towards Partial Fulfillment
Of
BACHELOR OF BUSINESS ADMINISTRATION

(Affiliated To Ch. Charan Singh University, Meerut)
Academic Session
[2011-2014]
Submitted by:
Student Name: RAHUL PANDEY
Roll Number: 9355726
UNDER THE GUIDANCE OF:
External Supervisor
AKBAR TALAT Internal Supervisor
Designation: HR MANAGER SEEMA GARG
Name of Company: FUTURE GROUP IMS Ghaziabad
Address: LAXMI NAGAR
INSTITUTE OF MANAGEMENT STUDIES

ADHYATMIK NAGAR CAMPUS, GHAZIABAD – 201 009
Project Completion Certificate
This is to certify that RAHUL PANDEY who has been assigned a

project on ”Consumer Behaviour towards, BIG BAZAAR –V3S
Mall” from Institute of Management Studies, Ghaziabad, has successfully
completed the above said project on 15-August-2013.
During the course of his project from 11-July-2013 to 15-August-2013 his

observation on various assignments on cash till management at Big Bazaar V3S
Mall – Laxmi Nagar, New Delhi are highly recognized and his performance was
satisfactory and taken into consideration for the development of our staff.
AKBAR TALAT
Assistant Manager – HR
Future Value Retail Limited

1. Regd. Off : Knowledge House, Shyam Nagar, Off Jogeshwari-Vikhroli Link Road, Jogeshware (East), Mumbai –
400 060.
T : +91 22 30841300 F : +91 22 66442201 www.futuregroup.in
2. Zonal office : 1st Floor Pasadena, 18/1, 10th Main , Ashoka Pillar Road,
Jayanagar 1st Block, Bangalore – 560 011.India T : +91 80 433040000 F : +91 80 26577530 www.pantaloon.com
3. Store Address : V3S mall, 2&3rd floor, near Preet Vihar Metro Station, 12Vikas Marg, Laxmi Nagar, New Delhi
T :011-43021963, 011-43021962
DECLARATION
I RAHUL PANDEY hereby declare that the project titled

“CONSUMER BEHAVIOR towards BIGBAZAAR, V3S MALL (Laxmi
Nagar), New Delhi submitted by me as part of partial fulfillment for the award
of the Bachelor of Business Administration at INSTITUTE OF
MANAGEMENT STUDIES, GHAZIABAD, is a record of bonafide work
done by me.
I also declare that this report has to my knowledge is my own and is

neither submitted to any other university nor published any time before.
Date:
Place: GHAZIABAD
(RAHUL PANDEY)
CERTIFICATION
This is to certify that the Project Report title A STUDY ON
CONSUMER BEHAVIOR towards BIG BAZAAR submitted in partial
fulfillment for the award of BBA Programme of Department of management
studies IMSUC Ghaziabad was carried out by RAHUL PANDEY under my
guidance. This has not been submitted to any other University or Institution for
the award of any degree/diploma/certificate.
Name and address of the Guide Signature of the Guide
Mrs. SEEMA GARG

ASSITANT PROFESSOR
DEPT OF MANAGEMENT STUDIES
INSTITUTE OF MANAGEMENT STUDIES
GHAZIABAD 201001.
ACKNOWLEDGEMENT
A work is never a work of an individual. I owe a sense of

gratitude to the intelligence and co-operation of those people
who had been so easy to let me understand what I need from
time to time for completion of this exclusive project.
I am greatly to my faculty Mrs. Seema Garg for him constant

guidance, advice and help which enabled me to finish this
project report in time.
I express my sincere thanks to all Faculties member and

student of INSTITUTE OF MANAGEMENT STUDIES,
GHAZIABAD for their generous help in various ways for the
completion of this project in time.
Last but not the least I would like to thanks to God for his
blessing. Without him I could not have completed the project
and thanks to them who are internally and externally involved
in this project.
ABSTRACT
Research in common man’s language refers to a search for

knowledge. One can also define research as a scientific and
systematic search for pertinent information on a specific topic; in
fact research is an art of scientific investigation.
Research is done to gain familiarity with a phenomenon
event / product / service or to determine the frequency, with which
something occurs, with which is associated with something else or
to test a hypothesis of casual relationship between variables.
In short customer perception research is the objective and
formal process of systematically obtaining, analyzing and
interpreting the data for actionable decision making in customer
perception towards an organization (Big Bazaar, in my study).
The basic objective of this study is to analyze the customer
perception towards Big Bazaar in Laxmi Nagar. Customers were
asked about their perception towards Big Bazaar
TABLE OF CONTENTS
CHAPTERS TOPIC PAGE NO
 INTRODUCTION 8 - 15
CHAPTER 1  NEED & IMPORTANCE

 OBJECTIVES
 SCOPE AND PERIOD OF
STUDY
 LIMITATIONS
CHAPTER 2  REVIEWOF LITERATURE 17-24
CHAPTER 3  INDUSTRY PROFILE 26-44

 COMPANY PROFILE
CHAPTER 4  DATA ANALYSIS & 46-48

INTERPRETATION
CHAPTER 5  RESEARCH 50-76

METHODOLOGY
CHAPTER 6  FINDINGS 78-81

 SUGGESTIONS
 CONCLUSION
CHAPTER 7  BIBLIOGRAPHY 83-87

 QUESTIONNAIRE
Chapter 1
 INTRODUCTION
 NEED&IMPORTENCE
 OBJECTIVES
 SCOPE OF THE STUDY
 LIMITATIONS
INTRODUCTION:
Marketing is the moving and exciting activity in everybody activities.

The sellers, distributors, advertising agencies, consultants, transporters,
financers, store agencies and every one as a counter are part of the marketing
system. Any exchange process be it consumer, goods, intermediary goods,
services of ideas, comes under the preview of marketing. It is very often
regarded that the development of markets and marketing is synonymous with
the economic development of account. Through marketing is an action
discipline. In the ever-growing corporate world, marketing is being regarded as
a crucial element for the success of an Enterprise.
The marketing discipline is undergoing fresh reappraisal in the light of the

vast global, technological, economic and social challenges facing today’s
companies and countries. Marketing at its best is about value creation and raising
the world’s living standards. Today’s winning companies are those who succeed
most in satisfying, indeed delighting their target customers.
As quoted by P.P.Drucker “Marketing is so basic that it cannot be

considered a separate function. It is whole business seen from the point of view
of its final result, that is, from the customer’s point of view. Business success is
not determined by the producer but by the customer”.
Philip Kotler has therefore defined marketing as “it is a social and

managerial process by which individuals and groups obtain what they need and
want through creating, offering and exchanging products of values with others”.
Many Indian companies espouse a satisfied customer philosophy and describe
marketing as customer-satisfaction engineering. Since the economy in this
country has changed from a primary condition of scarcity to gradual and steady
stage of affluence, largely giving consumers the opportunity to choose among
many varied alternatives, satisfaction has become a major concern of business.
INTRODUTION TO CONSUMER BEHAVIOR:
One thing that we have in common is that we all are consumers. In fact
everybody in this world is a consumer. Every day of our life we are buying and
consuming an incredible variety of goods and services. However, we all have
different tastes, likes, dislikes, and adopt different behavior patterns while
making purchase decisions.
The term consumer behavior refers to the behavior that consumers

display in searching for purchasing using evaluation and disposing in searching
for purchasing using evaluating and disposing of products and services that they
exact will satisfy o how individuals make decisions to send their available
resources (time, money and effort) on consumption related items. It includes the
study of “What they buy”, ”Why they buy”, “When they buy it”, “Where they
buy it”, “how often they buy it” and “how often they use.
DEFINITIONS:
Consumer Behavior (or Buyer Behavior) is broadly defined by various

scholars & researchers as:
1. It’s the behavior displayed by the consumers during the acquisition,

consumption and disposition of products, services, time and ideas by
decision making units.
2. It is the body of knowledge which studies various aspects of purchase and
consumption of products and services by individuals with various social
and psychological variables at play.
3. The behavior that the consumers display in searching for, purchasing,
using, evaluating and disposing of products and services that they expect
will satisfy their needs.
4. The process and activities people engage in when searching for, selecting,
purchasing, using, evaluating, and disposing of products and services so
as to satisfy their needs and desires.
5. The activities directly involved in obtaining, consuming, and disposing of
products and services, including the decision processes that precede and
follow these actions.
6. The American Marketing Association (AMA) defines consumer behavior
as “The dynamic interaction of cognition, behavior & environmental
events by which human beings conduct the exchange aspect of their lives.
Consumer behavior is helpful in understanding the purchase Behavior
and preferences of different consumers. As consumers, we differ in terms of
sex age, education, occupation, income, Family setup, religion, nationality and
social status. Because of this different background factors, have different needs
and we have only buy those products and services, which we think, will satisfy
our needs.
A MODEL OF CONSUMER BEHAVIOUR:
A consumer decisions to purchase a particular product of service is the result of

complex interplay of a number of variables. The starting point of the decision
process is provided by the company’s marketing stimuli in the shape of product,
promotion, price and distribution strategy. Consumer often purchases new
products that are associated with a favorable viewed brand name.
The term consumer behavior refers to the behavior that consumer display
in searching for purchasing, using, evaluating and disposing of products and
services that they expect will satisfy these needs. The study of consumer
behavior in the study of how individuals make decisions to spend their available
resources (time, money, effort) on consumption related items. It includes the
study of “what they buy”, “why they buy”, “when they buy”, “where they buy”,
“how often they buy” and “how they use”.
DETAILED MODEL OF
FACTORS INFLUENCING CONSUMER BEHAVIOR
Cultural
Factors
Social
Factors
Culture
Reference Personal
groups Factors
Sub
Age and Life Psychological
Culture
Cycle
Family Factors
Occupation
Economic Motivation
Social
Circumstances
Class Perception
Lifestyle
Roles & Personality Learning Buyers
Status and Self
Beliefs and
Concept
Attitudes
CULTURAL FACTORS:
Culture: Culture is the most fundamental determinant of a person’s wants and

behavior like set of values, perceptions, preferences and behaviors through his
or her family member.
Subculture: social classes are relatively homogeneous and enduring divisions

in a society which are hierarchically ordered and whose members shares similar
Values, interest and behavior and social classes includes upper class, middle
class and lower class.
SOCIAL FACTORS:
References Groups: A persons reference groups consist of all the groups that
have a direct (face to face) are indirect influence on the person’s altitude or
behavior. This group to which the person, belongs and interacts.
Personal Factors: A consumer decision also influenced by personal

characteristics notably the buyers age & life cycle stage, occupation, economic
circumstances, life style and personality and self-concept.
PSYCHOLOGICAL FACTORS:
Motivation: A person has many needs at any given time. Some needs are
biogenic. They arise from psychological states of tension such as hunger, tryst
and discomfort.
Perception: Perception is defined as “the process by which an individual

selects, organizes, intercepts, information, inputs to create a meaningful picture
of the world.
NEED FOR THE STUDY:
Consumer behavior plays a major role for the growth of the company in
the modern market scenario. The basic idea of this study is to find the consumer
behavior towards Big Bazaar. The needs have to be recognized and necessary
steps have to be taken to make the changes.
India is growing rapidly and changes are dynamic. People are changing,
the preference and the demand is changing. The market also has to change
accordingly.
The purpose of consumer behavior is not only for retaining the customers
but also attracting new customers and increasing the sales also creating and
maintenance of brand awareness.
In this competitive market the level of consumer satisfaction decides the

success of any product and any company. The night consumers have to be
targeted and the right strategy should be implemented at the right time. This will
give the desired results.
OBJECTIVES OF THE STUDY:
The main objective is to determine the current consumer behavior levels of

the customers with regards to Big Bazaar.
 To study and analyze consumer shopping behavior towards Big Bazaar.
 To assess the behavior level of different type of customers shopping at

Big Bazaar.
 To identify what type of strategies are suitable for the company to reach
the targeted customers.
 To find out the factors which influence the consumption of the products
in Big Bazaar.
 To identify effective an advertising sources which are influencing

customer purchasing behavior at Big Bazaar.
 To find out how the consumers spent their incomes, time on the
purchasing of the products.
SCOPE OF THE STUDY
Big Bazaar has 250 above branches in New Delhi. My scope is limitation
to one Branch (LAXMI NAGAR V3S MAL). The scope of the study is to
identify the consumer behavior towards Big Bazaar. It is aimed at enlightening
the company about different steps to be taken up to increase the share of Big
Bazaar with regard other competitors and also to make the company to provide
better customer services.
The scope of the study is only confined to the area covered under V 3S
MALL, and only confined in studying about the consumer behavior towards Big
Bazaar.
LIMITATIONS:
 Time has been a major constraint throughout the study as it has been only
for duration of 2 months.
 As this survey was restricted to big bazaar V3S mall this cannot be stated
as an in depth research on this subject.
 Enough care is taken in formulating the questionnaire; still some errors

may creep in.
 The consumer behavior varies according to different products.
 Quality verses price was not taken into the consideration.
 The project is based on the interview methodology by a stored

questionnaire and the personal skills of the person undertaking the project
affect the results.
Chapter 2
 REVIEW OF LITERATURE
REVIEW OF LITARATURE/CONSUMER BEHAVIOUR:
What is consumer behavior?
Activities people involved in when selecting, purchasing, and using

products so as to satisfy needs and desires. Consumer behavior involves the
psychological process that consumers go through in recognizing needs, finding
ways to solve these needs, making purchase decision (e.g., whether or not to
purchase a product and, if so, which brand and where), interpret information,
make plans, and implement these plans (e.g., by engaging in comparison
shopping or actually purchasing a products).
SOURCES OF INFLUENNCE OF THE CONSUMER:
The consumer faces numerous of influence. Often, we take cultural

influences for granted, but they are significant. An American will usually not
bargain with a storeowner. This, however, is common practice in much of the
world. Physical factors also influence our behavior. We are more likely to buy a
soft drink when we are thirsty. For example, and food manufacturers have found
that it is more effective to advertise their products on radio in the late afternoon
when people are getting hungry. A person’s self-image will also tend to
influence. What he/she will buy? An upwardly mobile manager may buy a
flashy car to project an image of success. Social factors also influence what the
consumers buy-often, consumers seek to imitate others whom they Admire, and
may buy the same brands, the social environment can include both the
mainstream culture (e.g., Americans are more likely to have corn flakes/ham
and eggs for brake past than to have rice, which is preferred in many Asian
countries) and a sub culture (e.g., rap music often Appeals to a segment within
the population that seeks to distinguish itself from the main stream population).
Thus sneaker manufacturers are eager to have their products worn by admired
athletes. Finally, consumer behavior is influences by learning – you try a
hamburger and learn that it satisfies your hunger and tastes good, and the next
time you are hungry, you may consider another hamburger.
DECISION-MAKING INVOLVE SEVERAL STEPS
1. Need recognition
5. Purchase
2. Information search
evaluation
4. Purchase decision 3. Evaluation of

alternatives
Problem recognition – you realize that something is not as it should be. Perhaps,
for example, your car is getting more difficult to start and is not accelerating
well. Information search- what are some alternative ways of solving the
problem? You might buy a new car, buy a used car, take your car in for repair,
ride the bus, ride a taxi, or ride a skateboard to work.
A customer can obtain information from several sources:

Personal sources: family, friends, neighbors etc.
Commercial sources: advertising, sales forces retailers, dealers,
Packaging, point-of sale displays.
Public sources: newspapers, radio, television, consumer organizations,
magazines.
Experimental sources: handling, examining, using the product
Internal and external search for information to make a decision
Internal search: Scan memory.
External search: shopping, personal sources, public media,
advertisements
Evaluation of alternatives: A skateboard is inexpensive, but may be ill-suited
for long distances and for rainy days.
Purchase stage, and sometimes a post-purchase stage (e.g., you return a product
to the store because you did not find it satisfactory), in reality, people may go
back and forth between the stages. For example, a person may resume
alternative identification during while evaluating already known alternatives.
The decision maker(s) have the power to determine issues such as:
What to buy?
Which product to buy?
Which brand to buy?
Where to buy it? And
When to buy?
Note, however, that the role of the decision maker is separate from that of
the purchaser. From the point of view of the marketer, this introduces some
problems since the purchaser. Can be targeted by point-of-purchase (POP)
marketing an effort that cannot be aimed at the decision maker. Also note that
the distinction between the, purchaser and decision maker be somewhat blurred
the decision maker may have to make a substitution if the desired brand is not in
stock, the purchaser may disregard institutions (by error or deliberately).
BUYER BEHAVIOUR –CULTURAL FACTORS
Cultural factors have a significant impact on customer behavior. Cultural

is the most basic cause of a person’s wants and behavior. Growing up, children
learn basic values, perception and wants from the family and other important
group. Marketing are always trying to spot “cultural shift’” which might point
to new products that might be wanted by customer or to increased demand. For
example, the cultural shift towards greater concern about health and fitness has
created opportunities (and now industries) servicing customers who wish to
buy:
Low calorie foods
Health club memberships
Exercise equipment
Activity or health- related holidays etc.
Similarly the increased desire for “leisure time” has resulted in increased
demand for convenience product and service such as microwave ovens, ready
meals and direct marketing service businesses such as telephone banking and
insurance.
Each culture contains “sub-cultures” – groups of people with shared values.
Sub-cultures can include nationalities, religions, racial groups, or group of
people sharing the same geographical location. Sometimes a sub-culture will
create a substantial and distinctive market segment of its own.
BUYER BEHAVIOUR –
SOCIAL FACTORS:
Introduction: A customer’s buying behavior is also influenced by social factor,
such as the group to which the customer belongs and social status. In a group,
several individuals may interact to influence the purchase decision.
The typical roles in such a group decision can be summarized as follows.
Initiator: The people who first suggest or think the idea of buying a particular
product or service.
Influence: A person whose view or advice influences the buying decision.
Decider: The individual with the power and/or financial authority to make the
ultimate choice regarding which product to buy.
Buyer: The person who concludes the transaction.
User: The person (persons) who actually uses the product or service.
INDIVIDUAL FACTORS THAT SHAPE BUYER BEHAVIOUR PROCESS
HIGH INVOLVEMENT Extensive problem-solving (EPS)
LOW INVOLVEMENT Limited problem solving (LPS)
Reutilized response behavior (RRB)
The various purchase influence factors are as follows:
Personal
Social Psychologic
Age and life
Cultural cycle stage
al
Reference
Motivation
Buyers
Culture groups
Sub culture Family Occupation Perception
Social culture Roles and Learning

status
Economic Beliefs and
situation attitudes
CULTURAL FACTORS
Cultural factors exert a broad and deep influence on consumer behavior.
The marketer needs to understand the role played by the buyer’s culture,
subculture, and social class.
Culture
The set of basic values, perceptions, wants, and behaviors learned by a
member of society from family and other important institutions.
Subculture
A group of people with shared value systems based on common life
experiences and situations.
Social classes
Relatively permanent and ordered divisions in society whose members
share similar values, interests, and behaviors.
SOCIAL FACTORS
A consumer’s behavior also is influenced by social factors, such as the
consumer’s small groups, family, and social roles and status.
Groups
Two or more people who interact or accomplish individual or mutual
goals.
Family
A family is a domestic group of people, or a number of domestic groups
linked through descent (demonstrated or stipulated) from blood relation,
marriage or adoption.
Roles and status

A person belongs to many groups- family, clubs, and organizations. The
person’s position in each group can be defined in terms of both role and status.
PERSONAL FACTORS
A buyer’s decisions also are influenced by personal characteristics such
as the buyer’s age and life cycle stage, Occupation, economic situation,
lifestyle, and personality and self-concept.
Age and life-cycle stage

People change the goods and services they buy over their lifetimes.
Tastes and preferences changes as life -cycle go.
Personality and self-concept

A person’s distinguishing psychological characteristics that lead to
relatively consisting and lasting responses to his or her own environment.
PSYCHOLOGICAL FACTORS
A person’s buying choices are further influenced by four major
psychological factors: motivation, perception, learning, and attitudes.
Motivation
A need that is sufficiently pressing to direct the person to seek
satisfaction of the need.
Perception
The processes by which people select, organize, and interpret information
to form a meaningful picture of the world.
Learning
Changes in an individual’s behavior arise from experience.
Beliefs and attitudes

A descriptive thought that a person holds about something is his/her
belief. A person’s consistently favorable or unfavorable evaluations, feeling,
and tendencies toward and object or idea is attitude.
The common tools used to conduct data analysis range from simple cross
tabulations and segmentation analysis to more sophisticated statistical methods
such as multivariate and logistic regression discriminates analysis and cluster
analysis. In the last few years, optimization tools and machine learning
algorithms such as neural networks and genetic algorithms have also been used
to perform advanced data analysis.
The study of consumers helps firms and organizations improve their marketing
strategies by understanding issues such as
 The psychology of how consumers think, feel, reason, and select
between different alternatives (e.g., brands, products)
 The psychology of how the consumer is influenced by his or her
environment (e.g., culture, family, signs, media)
 The behavior of consumers while shopping or making other marketing
decisions
Limitations in consumer knowledge or information processing abilities
influence decisions and marketing outcome
How consumer motivation and decision strategies differ between
products that differ in their level of importance or interest that they entail for the
consumer; and How marketers can adapt and improve their marketing
campaigns and marketing strategies to more effectively reach the consumer.
Understanding these issues helps us adapt our strategies by taking the
consumer into consideration. For example, by understanding that a number of
different messages compete for our potential customers’ attention, we learn that
to be effective, advertisements must usually be repeated extensively. We also
learn that consumers will sometimes be persuaded more by logical arguments,
but at other times will be persuaded more by emotional or symbolic appeals. By
understanding the consumer, we will be able to make a more informed decision
as to which strategy to employ.
 Behavior occurs either for the individual, or in the context of a group
(e.g., friend’s influence what kinds of clothes a person wears) or an
organization (people on the job make decisions as to which products the
firm should use).
 Consumer behavior involves the use and disposal of products as well as
the study of how they are purchased. Product use is often of great interest
to the marketer, because this may influence how a product is best
positioned or how we can encourage increased consumption. Since many
environmental problems result from product disposal (e.g., motor oil
being sent into sewage systems to save the recycling fee, or garbage
piling up at landfills) this is also an area of interest.
 Consumer behavior involves services and ideas as well as tangible
products.
 The impact of consumer behavior on society is also of relevance.
Chapter 3
 INDUSTRY PROFILE
 COMPANY PROFILE
INDUSTRY PROFILE
Retail industry largest industry, accounting for are 10% of the country’s
GDP and around 8% of the employment retail industry in India is at the cross
roads. It has emerged as one of the most dynamic and fast paced industry with
several players entering the market, but because of the heave initial investment
required breakeven is difficult to achieve and many of these players have not
tasted success so far.
However the future is promising; the market is growing, government
policies are becoming more favorable and emerging technologies are facilitating
operations. Retailing in India is gradually inching its way towards becoming the
next boom industry. The whole concept of shopping has altered in terms of
format and consumer buying behavior ushering in a revolution in shopping in
India.
SOMEKEY FACTORS
 RETAIL IS India’s largest industry accounting for over 10% of the
country’s GDP and around 8%of the employment.
 The market size of the Indian retail industry is about US $312 billion.
 Retailing in India is gradually inching its way towards become the next
boom industry.
 A large young working population with average age of 24 years
INDIA’S CONSUMPTION COSMO

During the past decade, private final consumption expenditure has been the key
driver of economic growth in India.
Growth
domestic
product
$973billio
n
Capital
Government
Private final Formation
spending
consumption $273 billion
$108 billion
(11%) Expenditure (29%)
$592billion
(60%)
Utility payments
Fuel transportation Consumption
Electricity, water spending
communication
Expenditure on $350 billion
medical &
education
$242billion
The $ 350 billion consumption spending provides the single biggest business
opportunities in India and is divided into same key categories led by food,
fashion and home products.
COMPANY PROFILE
Future Group
Mr. Kishore Biyani CEO, Future Group

Future Group, led by its founder and Group
CEO Mr. Kishore, Biyani, is one of India’s
leading business houses with multiple
businesses spanning across the consumption
space. While retail forms the core business
activity of Future Group, group subsidiaries are
presenting consumer finance, capital, insurance,
leisure and entertainment, brand development,
retail real estate development, retail media and
logistics. Led by its flagship enterprise, Pantaloons Retail, the group operates
over 12 million square feet of retail space in 71 cities and towns and 65 rural
locations across India. Headquartered in Mumbai (Bombay), Pantaloons Retail
employs around 35,000 people and is listed on the Indian stock exchanges. The
company follows a multi-format retail strategy that captures almost the entire
consumption basket of Indian customers. In the lifestyle segment, the group
operates Pantaloons, a fashion retail chain and Central, a chain of seamless
malls. In the value segment, its marquee brand, Big Bazaar is a hypermarket
format that combines the look, touch and feel of Indian bazaars with the choice
and convenience of modern retail. In 2008, Big Bazaar opened its 100th store,
marking the fastest ever organic expansion of hypermarket.
The first set of Big Bazaar stores opened in 2001 in Kolkata, Hyderabad and
Bangalore. The group’s specialty retail formats include, books and music chain,
Depot, sportswear retailer, Planet Sports, electronics retailer, Ezone, home
improvement chain, Home Town and rural retail chain, Aadhar, among others.
It also operates popular shopping portal, futurebazaar.com.
Future Capital Holdings, the group’s financial arm provides investment

advisory to assets worth over $1 billion that are being invested in consumer
brands and companies, real estate, hotels and logistics. It also operates a
consumer finance arm with branches in 150 locations. Other group companies
include, Future Generali, the group’s insurance venture in partnership with
Italy’s Generali Group, Future Brands, a brand development and IPR company,
Future Logistics, providing logistics and distribution solutions to group
companies and business partners and Future Media, a retail media initiative.
The group’s presence in Leisure & Entertainment segment is led through,
Mumbai-based listed company Galaxy Entertainment Limited. Galaxy leading
leisure chains, Sports Bar and Bowling Co. And family entertainment centers,
F123. Through its partner company, Blue Foods the group operates around 100
restaurants and food courts through brands like Bombay Blues, Spaghetti
Kitchen, Noodle Bar, The Spoon, Copper Chimney and Gelato. Future
Group’s joint venture partners include, US-based stationery products retailer,
Staples and Middle East-based Axiom Communications. Future Group believes
in developing strong insights on Indian consumers and building businesses
based on Indian ideas, as espoused in the group ‘score value of ‘Indianans.’ The
group’s corporate credo is, ‘Rewrite Rules, Retain values.
Board of Directors
• Mr. Kishore Biyani, Managing Director
Kishore Biyani is the Managing Director of Pantaloons Retail (India) Limited

and the Group Chief Executive Officer of Future Group.
• Mr. Gopikishan Biyani, Whole time Director
Gopikishan Biyani is a commerce graduate and has more than twenty years
of experience in the textile business.
• Mr. Rakesh Biyani, Whole time 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 Biyani, Whole time Director
Vijay Biyani has more than twenty years of experience in manufacturing,

textiles and retail industry and has been actively involved in the financial, audit
and corporate governance related issues within the company.
• 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 SBI.
• 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

Dr. Darlie Koshy, a PhD from IIT Delhi and rank holder in MBA headed NID
(Ministry of Commerce, GOI) as Director for 2 terms of office prior to which he
was the founding Chairperson of Fashion Management at the National Institute
of Fashion Technology(Ministry of Textiles, GOI).
• 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, Well spun
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.
Company History
Major Milestones
1987
Company incorporated as Men’s Wear Private Limited. Launch of Pantaloons
trouser, India’s first formal trouser brand.
1991
Launch of BARE, the Indian jeans brand.
1992
Initial public offer (IPO) was made in the month of May.
1994
The Pantaloons 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
John Miller – Formal shirt brand launched.
1997
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
Food Bazaar, the supermarket chain is launched.
2004
Central - India’s first seamless mall is launched in Bangalore.
2005
Group moves beyond retail, acquires stakes in Galaxy Entertainment, Indus
league Clothing and Planet Retail. Sets up India’s first real estate investment
fund Kshitij to of build chain shopping malls.
2006
Future Capital Holdings, the company’s 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,
FurnitureBazaar. 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 India’s 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 expansionof a
hypermarket format anywhere in the world. Total operational retail space
crosses 10 million square feet mark. Future Group acquires rural retail chain,
Aadhar present in 65 rural locations.
Businesses
Future Group has a number of businesses across the retail, financial and service
industries.
Financial
 Future Capital Holdings
 Future Generali
 Future Ventures
Services
 Future Innoversity
 Future Supply Chains
 Future Brands
Joint Venture Partnerships

Generali Group
Generali is a European insurance company.
Staples Inc.
Staples Inc. is a United States based office supply retailer.
Celio
French fashion wear maker
Clark
C&J Clark International Ltd. is a UK-based footwear and accessories retailer.
The Future Group has entered into a 50:50 joint-venture (JV) to form 'Clarks
Future Footwear Ltd.'. The JV launched its first (1,600 sq. ft.) stand-alone store
in Connaught Place, Delhi on 19 April 2011. The brand seeks to gain a
share of the premium segment in this category.
-Overview:-
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, we serve customers in 85 cities and 60 rural locations across the country.
Most of all, we help India shop, save and realize dreams and aspirations to live
a better quality of life every day.
Future Group understands the soul of Indian consumers. As one of India’s retail
pioneers with multiple retail formats, we connect a diverse and passionate
community of Indian buyers, sellers and businesses. The collective impact on
business is staggering: Around 220 million customers walk into our stores each
year and choose products and services supplied by over 30,000 small, medium
and large entrepreneurs and manufacturers from across India. And this number
is set to grow.
Future Group employs 35,000 people directly from every section of our society.
We source our supplies from enterprises across the country, creating fresh
employment, impacting livelihoods, empowering local communities and
fostering mutual growth.
We believe in the ‘Indian dream’ and have aligned our business practices to our
larger objective of being a premier catalyst in India’s consumption-led growth
story. Working towards this end, we are ushering positive socio-economic
changes in communities to help the Indian dream fly high and the
‘Sone Ki Chidiya’ soars once again. This approach remains embedded in our
ethos even as we rapidly expand our footprints deeper into India.
Businesses
Key Group Companies:
Retail
Pantaloons - Fresh fashion store
BiG Bazaar - Hypermarket chain
Food Bazaar - Supermarket chain
eZone - Electronics superstore
HomeTown - Home improvement and building materials store

Central - Seamless department store
Planet Sports - Sportswear retailer
Aadhar - Rural retail chain
KB’s Fairprice - Urban low-frills neighbourhood store
Futurebazaar.com - Shopping portal
Services
While retail forms the core business activity of Future Group, group subsidiaries
are present in leisure and entertainment, brand development, retail real estate
development, retail media and logistics. Some of our other businesses include,
mobile telephony brand, T24, operated in association with Tata Teleservices, a
supply chain and logistics Infrastructure Company, and a company engaged in
providing educational and training services through three Future Innoversity
campuses in Ahmadabad, Bangalore and Kolkata.
Finance
In the financial space, our group companies offer consumer finance and
insurance to customers, as well as corporate loans and equity investments to
companies engaged in consumer businesses.
Group Vision, Mission and Core value
Group Vision
Future Group shall deliver Everything, Everywhere, Every time for Every
Indian Consumer in the most profitable manner.
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.
Core Values
• Indianess: confidence in ourselves.
• Leadership: to be a leader, both in thought and business.
• Respect & Humility: to respect every individual and be humble in our

conduct.
• Introspection: leading to purposeful thinking.
• Openness: to be open and receptive to new ideas, knowledge and information.
• Valuing and Nurturing Relationships: to build long term relationships.
• Simplicity & Positivity: Simplicity and positivity in our thought, business

and action.
• Adaptability: to be flexible and adaptable, to meet challenges.
• Flow: to respect and understand the universal laws of nature.

ABOUT BIG BAZAAR
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 now 161 Big Bazaar stores in 90 cities and towns across
India.
Big Bazaar was by Mr. Kishore Biyani, the Group CEO and Managing Director
of Pantaloons Retail India. 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
offerings under their retail chain.
The FutureBazaar.com’ promise as given by the General
Manager:
Manufacturer’s warranties on all products
Future Bazaar sells only original products from authorized dealers; so all
applicable products carry the original manufacturer’s warranty. Customers
can visit any of the authorized service centers of the manufacturer if
required. The invoice accompanying the product is your warranty document,
so please preserve it.
Guaranteed Delivery
Future bazaar guarantees to deliver the exact product you selected, without
defects. In case you have received a different product, or if the product was
damaged in transit, please let us know and we will ensure that we replace the
product or ensure that your money is refunded. Please note that delivery
times vary according to products to products 95%of our deliveries take place
within the committed time period. For the occasional delays, we will contact
you and update you about the status.
Secure Payments
We are committed to ensuring that no payment misuse happens, so we work

with bank and payment gateways to ensure that your information is
protected. Payments are protected both by us and by the policiesof your
bank, and the chances of fraud in these channels are actually very low.
We also have a Risk Management team that scrutinizes all payments to

ensure that there are no fraudulent transactions. Our office address is also
available for anyone who wishes to contact us in person. moreover, being
part of India’s largest retail company with a presence all over India, we are
omnipresent.
Our simple 15-Days Return Policy – No questions asked!
If you have purchased something at FutureBazaar.com ad the product did not

meet your expectations or does not fit your needs, then you can return the
product to us, no questions asked, as long as it is in its original packaging
and accompanied by its invoice. Just contact our Customer Care and we’ll
arrange to pick up the product from your home – simple.
Prompt Customer Support
Our Customer Care is manned by dedicated personnel, who can take

decisions and resolve your problems. They are empowered to solve your
problems and are aware of the processes and means to handle them. In case
they cannot solve the problem at their end, they will trigger the required
action on your half or advise you the best possible method to a successful
fulfillment of all your queries/issues. Be assured that when you call us, your
call is being taken seriously.
Chapter 4
 RESEARCH METHODOLOGY
RESEARCH METHODOLOGY
The survey technique is intended to secure one or more items of

information from a sample of respondents who are representatives of a larger
group. The information is recorded on a form known as questionnaire. As data
are gathered by asking questions from persons who are believed to have desired
information, the method is known as questionnaire technique.
REASONS FOR WIDE USE OF THIS METHOD:
 It can secure both quantitative and qualitative information directly from

the respondents.
 It is the only method of directly measuring attitudes and motivations.
 It is quite flexible in terms of the types of data to be assembled, the
method of collection or the timing of research.
Meaning of Research
According to D. Slessinger and M. Stephenson in the Encyclopedia of

social sciences define research as “the manipulation of things, concepts or
symbols for the purpose of generalizing to extend, correct or verify knowledge,
whether that knowledge aids in construction of theory or in the practice of an
art”.
TYPES OF RESEARCH
1. Exploratory Research,
2. Descriptive Research.
Exploratory Research:
Exploratory research studies are also termed as formulate research
studies. The main purpose of such studies in that of formulating a problem for
more precise investigation or of developing the working hypothesis forms an
operational point of view.
Descriptive Research:
Diagnostic Research studies determine the frequency with something

occurs or its association with something else.
In this project, information pertaining to customer needs satisfaction and

their demographic profile was collected; hence it is a descriptive research.
1) Primary data: Primary sources of data are the data which

needs the personal efforts of collect it and which are not readily available.
Primary source of data are the other type of source through which the data was
collected.
Following are few ways in the data was collected:
1. Questionnaires: It is the set of questions on a sheet of paper was being

given to fill it, bases on which the data was interpreted.
2. Direct interviewing: Direct interviewing involved the process where i asked

the questions directly to the customers and I got the feedback.
2) Secondary data: Secondary sources are the other important sources through
which the data was collected.
These are the readily available sources of the data where one had need
not put much effort to collected, because it is already been collected and part in
an elderly manner by some researcher, experts and special.
The secondary sources helpful for the study were

1) Text books like marketing management research methodology,
advertisement and sales promotion etc.
2) Internet was made use for the collection of the data.
3) Newspapers were also referred.
4) Business magazines were referred.
1. Sample size: By using judgment random sampling technique 100

respondents are selected for the purpose of the study.
2. Period of study: The study is undertaken in the duration of 35 days.
3. Research approach: The survey method was adopted for collected

the primary data. Survey research is systematic gathering of data from
respondent through questionnaire.
4. Research instrument: The data for this research study was collected
by survey technic using interview method guided by questionnaire.
5. Collection of Data: Questionnaire and personal interviews are the

methods that I have used for collecting the data.
Chapter 5
 DATA ANALYSIS
 INTERPRETATIONS
CONSUMER BEHAVIOR QUESTIONAIRE
Q1. How do you come to know about Big Bazaar?
Promotion No. of Customers Percentage (%)

Advertisement 80 80
Colleagues references 12 12
Friends/Relatives references 4 4
Any other specify 4 4
Total 100 100
4%
4%
12%
Advertisement
Colleagues references
Friend/Relatives references
Any other
82%
INTERPRETATION:
From the above study 80% of respondents from Advertisement, 12% of

respondents from Colleagues and 4% of respondents from Friends/Relatives
Remaining 4% of respondents from others.
Q2. How frequently do you visit Big Bazaar?
Particulars No. of Customers Percentage (%)

Once in a week 30 30
Twice in a week 43 43
Once in every 15 days 15 15
Once in a month 12 12
Total 100 100
43%
45%
40%
35% 30%
30%
25%
No. of respondents
20% 15%
15% 12%
10%
5%
0%
Once in a Twice in a Once in every Once in a
week week 15 days month
INTERPRETATION:
From the above study,30% of respondents from once in a week, 43% of

respondents from twice in a week and 15% of respondents from every 15 days
Remaining 12% of respondents from every month.
Q3. What is the main purpose of Purchase?
Particulars No. of respondents Percentage (%)

Personal usage/consumption 71 71
To Gift 19 19
Any other pl. Specify 10 10
Total 100 100
No. of respondents
100% 71%
50%
19%
10%
0% No. of respondents
INTERPRETATION:
From the above table we can conclude that the major numbers of respondents of
71% personal usage, 19% to gift and remaining 10% any other.
Q4. Which category of products do you buy most at Big Bazaar?
Aspects No. of respondents Percentage

Food items 45 45
Clothes 33 33
Electronics 20 20
Any other pl. Specify 2 2
Total 100 100
No. of respondents
45%
40%
35%
30%
25% 45%
No. of respondents
20%
33%
15%
10% 20%
5%
2%
0%
Food items Clothes Electronecs Any other pl.
Specify
INTERPRITATION:
From the above study 25% of respondents from Food items, 33% of
respondents from Clothes and 14% of respondents from Electronics 18% of
respondents from furniture and 10% others.
Q5. You prefer to go in Big Bazaar with?

Family members 28 28
Spouse 13 13
Friends 55 55
Others 4 4
Total 100 100
No. of Customers
4%
28%
Family members
Spouse
55%
13% Friends
Others
INTERPRETATION:
From the above study 28% of respondents from Family, 13% of respondents
from Spouse and 55% of respondents from Friends and remaining 4% are
others.
Q6. Which mall you like the most in the city?

Big bazaar 60 60
Spencer 15 15
Reliance 12 12
Easy Day 13 13
Total 100 100
No. of respondents
70%
60%
60%
50%
40%
No. of respondents
30%
20% 15%
12% 13%
10%
0%
Big Bazaar Spencer Relaince Easy Day
INTERPRETATION:
From the survey it is observed the 60% of respondents for Big Bazaar, 15% of
respondents for Spencer, 12% of respondents for Reliance and only 13% of
respondents are Easy Day.
Q7. What is the reason behind purchasing in Big Bazaar?
Particulars No. of Respondents Percentage (%)

Good satisfaction over products 10 10
Reasonable prices 76 76
More offers 12 12
Any others 2 2
Total 100 100
No. of respondents
80% 76%
70%
60%
50%
40%
No. of respondents
30%
20%
10% 12%
10%
2%
0%
Good satisfaction Reasonable More Offers Any others
over products prices
INTERPRETATION
From the study it is observed that 10% of respondents for Good satisfaction
over products, 76% of respondents for Reasonable prices, 12% of respondents
form more offer and 2% of from any other.
Q8. How do you rate the pricing of products at Big Bazaar?
Particulars No. of Respondents Percentage (%)

Expensive 09 09
Competitive 21 21
Affordable 36 36
Reasonable 34 34
Total 100 100
No. of respondents
9%
21%
Expensive
Competitive
36% Affordable
Reasonable
1.2
INTERPRETATION:
From the above study 09% of respondents from Expensive, 21% of respondents
from Competitive and 36% of respondents from Affordable 34% of respondents
from Reasonable.
Q9. Why do you prefer to shop in Big Bazaar?
Particulars No. of respondents Percentage
Availability of adequate stock 16 16
Convenience of location and timing 21 21
Offers and discounts 36 36
Variety of products 27 27
Total 100 100
No. of respondents
40%
36%
35%
30% 27%
25%
21%
20%
16%
15% No. of respondents
10%
5%
0%
Availability of Convenience of Offers and Variety of
adequate stock location and disconts products
timing
INTERPRETATION:
From the above study 16% of respondents from Availability of adequate stock,
21% of respondents from Convenience of location and timing, and 36% of
respondents from offers and discounts, 27% of respondents from variety of
products.
10. What more facility would you like to get at Big Bazaar?
facilities No. of respondents Percentage (%)

Membership card 18 18
Discount card 53 53
Free parking offers 9 9
Lucky draw 20 20
Total 100 100
No.of respondents
18%
53%
Membership card
Discount card
1.2
Free parking offers
9%
Lucky draw
INTERPRETATION:
From the data specified, 18% of customers are interested in membership card,
whereas 9% are interested in parking offers, 20% are interested in lucky draw
but more than half are interested in discount card i.e.53% by this we can say
that most of the customers prefer to have discount cards at Big Bazaar.
Q11. How often do you ask for Assistance from store staffs in
selecting you purchase?

Almost always 22 22
Frequently 30 30
Sometimes 40 40
Never 8 8
total 100 100
No. of respondents
40%
40%
30%
30% 22%
20%
10% 8%
0%
No. of respondents
No. of respondents
INTERPRETATION:
From the above data, we decide that 22% of the customers take assistance from
staff always, whereas 30% take help frequently, 40% have taken assistance
sometimes, and 8% will not depend on others. From the collected data, we can
say that the minority of the customers take assistance from the store staff
sometimes.
Q12. How is your overall experience in Big Bazaar?

Excellent 63 63
Good 27 27
Poor 10 10
Total 100 100
No. of respondents
70% 63%
60%
50%
40%
30% 27%
No. of respondents
20%
10% 10%
0%
No. of respondents
Excellent
Good
Poor
INTERPRETATION:
From the above data, we decide that 63%of the customers overall experience in
Big Bazaar is excellent, 27% of the customers overall experience is Good and
only 10% of customers overall experience is poor. From this we can decide that,
the overall customer satisfaction level is good
Q13. Would you visit Big Bazaar again?

Sure 85 85
May be 12 12
Never 3 3
Total 100 100
No. of respondents
3%
12%
Sure
May be
Never
85%
INTERPRETATION:
From the above table we can conclude that the major numbers of respondents
85% of the respondents say sure, 12% of the respondents say May be, 3% of the
respondents say Never.
Q14. Do you suggest any one to shop at Big Bazaar?

Yes 85 85
No 15 15
Total 100 100
85
90
80
70
60 yes
50 No
40
30 15
20
10
0
suggest any one to shop at big bazaar
INTERPRETATION:
From the above table we can conclude that the major numbers of respondents
Yes, 85%, which comprises of 15% of the No.
Q15. How do you suggest to Big Bazaar Management to making
present Big Bazaar to more attractive?

To maintain quality products 45 45
Reasonable prices 25 25
Giving more offers and discounts 25 25
convenience 5 5
Total 100 100
No. of respondents
5%
To maintain quality products
25%
45%
Reasonable prices
Giving more offers and

25% discounts
Convenience
INTERPRETATION:
From the study it is observed that 45% of respondents for To maintain quality
products, 25% of respondents Reasonable Prices, 10% of respondents in Every
month, 25% of respondents for Giving more of offers and discounts, 5%
respondents for convenience.
Q16. Mention your satisfaction level for following elements
1. Highly satisfied
2. Satisfied
3. Neither satisfied nor dissatisfied
4. Dissatisfied
5. Highly dissatisfied
Elements 1 2 3 4 5
 Location ( ) ( ) ( ) ( ) ( )
 Operating time ( ) ( ) ( ) ( ) ( )
 Cleanness of store ( ) ( ) ( ) ( ) ( )
 Spacious shop floor ( ) ( ) ( ) ( ) ( )
 Easy to locate product ( ) ( ) ( ) ( ) ( )
 Quality product ( ) ( ) ( ) ( ) ( )
 Promotion offers ( ) ( ) ( ) ( ) ( )
 Price of the product ( ) ( ) ( ) ( ) ( )
 Staff helpfulness ( ) ( ) ( ) ( ) ( )
 Flexibility in payment mode ( ) ( ) ( ) ( ) ( )
 Return of value for money ( ) ( ) ( ) ( ) ( )
1. LOCATION:
Satisfaction level No. of respondents Percentage (%)
Highly satisfied 25 25
Satisfied 10 10
Neither satisfied nor dissatisfied 60 60
Dissatisfied 5 5
Highly dissatisfied 0 0
Total 100 100
Satisfaction level based on Location

0
5
25
Highly satisfied
Satisfied
Neither satisfied nor dissatisfied
Satisfied
10
Highly dissatisfied
60
INTERPRETATION:
From the above data, we decide that 25% of the customers satisfaction level is
highly satisfied on the basis of location of Big Bazaar, 10% of the customers
satisfaction level is satisfied on the basis of location of Big Bazaar, 60% of the
customers satisfaction level is neither satisfied nor dissatisfied, 5% of the
customers satisfaction level is dissatisfied and in the customers no one’s
satisfaction level is highly dissatisfied.
2. OPERATING TIME:
Satisfaction level No. of customers Percentage (%)
Satisfied 50 50
Dissatisfied 10 10
100 100
Satisfaction level based on Operating time
3%
10% 10%
Highly satisfied
27% Satisfied
50%
Dissatisfied
Highly dissatisfied
INTERPRETATION:
From the data above specified, 10% of customers are highly satisfied, 50% of
the customers are satisfied, 27% of the customers are neither satisfied nor
dissatisfied, 10% of the customers are dissatisfied,3% of the customers are
highly dissatisfied on the basis of operating time.
3. CLEANNESS OF STORE:
Satisfied 22 22
Dissatisfied 12 12
100 100
Satisfaction level based on Cleanness of store

40%
35%
30%
25%
20% 36%
32%
15%
22% Satisfaction level based on
10%
12% Cleanness of store
5%
0% 0%
INTERPRETATION:
dissatisfied, 12% of the customers are dissatisfied, 0% of the customers are
highly dissatisfied on the basis of Cleanness of store.
4. SPACIOUS SHOP FLOOR:
Satisfied 25 25
Dissatisfied 20 20
100 100
Satisfaction level based on Spacious shop

floor
6% 9%
Highly Satisfied
20%
Satisfied
25%
Dissatisfied
Highly dissatisfied
40%
INTERPRETATION:
From the data above specified, 9% of customers are highly satisfied, 25% of the
customers are satisfied, 40% of the customers are neither satisfied nor
dissatisfied , 20% of the customers are dissatisfied , 6% of the customers are
highly dissatisfied on the basis of Spacious shop floor.
5. EASY TO LOCATE PRODUCT:
Satisfied 8 8
Dissatisfied 9 9
100 100
Satisfaction level based on Easy to locate

product
0%
3%
9%
8% Highly satisfied
Satisfied
Dissatisfied
Highly dissatisfied
80%
INTERPRETATION:
customers are satisfied, 3% of the customers are neither satisfied nor dissatisfied
, 9% of the customers are dissatisfied , 0% of the customers are highly
dissatisfied on the basis of Easy to locate the product.
6. QUALITY OF PRODUCTS:
Satisfied 80 80
Dissatisfied 8 8
100 100
Satisfaction level based on quality of

products
80%
80%
70%
60%
50%
40%
30%
20% 10% 8% Satisfaction level based on
10% 2% 0% quality of products
0%
INTERPRETATION:
highly dissatisfied on the basis of Quality of products.
7. PROMOTION OFFERS
Satisfied 60 60
Dissatisfied 2 2
100 100
Satisfaction level based on Promotion ofers

70% 60%
60%
50%
40%
30% 20% 18%
20% Satisfaction level based on
Promotion ofers
10% 2% 0%
0%
INTERPRETATION:
highly dissatisfied on the basis of Promotion Offers.
8. PRICE OF THE PRODUCT
Satisfied 90 90
Dissatisfied 0 0
100 100
Satisfaction level based on Price of the

product
90%
90%
80%
70%
60%
50%
40%
30%
20% Satisfaction level based on Price
4% 3% 0 3%
10% of the product
0%
INTERPRETATION:
dissatisfied,0% of the customers are dissatisfied, 3% of the customers are highly
dissatisfied on the basis of Price of the product.
9. STAFF HELPFULNESS
Satisfied 8 8
Dissatisfied 12 12
100 100
Satisfaction level based on Staff helpfullness
3%
12%
Highly satisfied
Satisfied
25% 52%
Dissatisfied
Highly Dissatisfied
8%
INTERPRETATION:
highly dissatisfied on the basis of staff helpfulness.
10. FLEXIBILITY IN PAYMENT MODE

Satisfied 80 80
Dissatisfied 3 3
100 100
Satisfaction level based on Flexibility in

payment mode
3%
7% 10%
Highly satisfied
Satisfied
Dissatisfied
80%
Highly dissatisfied
INTERPRETATION:
highly dissatisfied on the basis of Flexibility in Payment mode.
11. RETURN OF VALUE FOR MONEY
Satisfied 60 60
Dissatisfied 0 0
100 100
Satisfaction level based on Return of value of

money
0% 0%
5%
35% Highly satisfied
Satisfied
60%
Dissatisfied
Highly Dissatisfied
INTERPRETATION:
highly dissatisfied on the basis of Return of Value for Money.
Chapter 6
 FINDINGS
 SUGGESTIONS
 CONCLUSION
From the responses of 100 customers the findings can be listed as:
 As per the findings, all are having the awareness of Big Bazaar. We can
say that Big Bazaar have good place in the minds of the customers.
 As per the findings 60% of male customers are come to Big Bazaar for
shopping.
 The customers who were mainly age group of 26- 35 years are shopping
at Big Bazaar.
 It has been found that the Majority of the Respondents come to know
about the Big Bazaar through Friends/Relatives References and
Advertisements only. So we can say that the word of mouth and
advertisements are plays a very important role when customers shopping
at Big Bazaar.
 As per findings, Majority of the Respondents are visits Big Bazaar twice
in a week. By this, we can say that most of the customers are coming to
Big Bazaar regularly.
 As per findings, Majority of the Respondents are purchasing for the

Purpose of Personal use/consumption only.
 As per findings, Majority of the respondents are interested to shopping at

Clothes.
 Most of customers are prefer to come to Big Bazaar with friends, and
customers are motivates by them at purchase.
 Majority of the respondents are interested to visit Big Bazaar when

compare to other malls.
 As per the findings, majority of the customers choose the Big Bazaar for
availability of products as well as reasonable prices.
 Majority of the customers are rate for affordable pricing in Big Bazaar.
 As per findings, most of the customers prefer to shop in Big Bazaar for
offers & discounts.
 As per findings, most of the respondents are taking assistance from the
store staff during purchase period. We can say that customers take
assistance from store staff when they shopping in Big Bazaar.
 As per the findings, majority of the customers are satisfied with the value
of their money provided by Big Bazaar.
 As per findings, overall experience of the respondents is found to be

Excellence as started by 12% of the Respondents, and Good by 60% of
the Respondents, Very few rated as poor.
 As per findings, most of the customer’s opinion is to revisit the Big

Bazaar.
 As per findings, Majority of the Respondents are recommended to others

for shopping in Big Bazaar.
 As per findings, as much as 45% of the Respondents to suggest the Big

Bazaar to maintain good quality in products.
RECOMMENDATIONS
An attempt has been made to suggest to the Big Bazaar a few measures. These
suggestions have been made within the preview of the data available.
1) The company must go for some more promotional activities rather than
TV, advertisement, hoarding and newspapers.
2) The company has to conduct the periodical meetings with customers and
take their valuable suggestions.
3) The company may adopt policy of discounts cards and gifts to customers
while purchasing the products.
4) Innovative efforts must be launched to improve the position through

better marketing strategies.
5) Innovative packaging can give a company an advantage over competitors.
6) The store staff should be trained adequately so as to “convince” the

Potential buyers, because his performance on jobs has great impact on
sale of a product.
7) Most of the customers belong to age group of 17-27 years. So, company
has to concentrate more on those people to enhance the sales.
8) Moreover, the company has to concentrate more on the customers of age

group of 28-37 years to enhance the sales.
CONCLUSION
Consumer’s behavior is often studied because certain decisions are significantly

affected by their behavior or expected actions. For this reason consumer
behavior is said to be applied discipline.
 In a general sense, the most important reason for studying consumer

behavior is the significant role it plays in our lives. Much of our time is
spent directly in the market place, eating or engaging in other activities. A
large amount of additional time is spent thinking about products and
services, talking to friends about them, and seeing or hearing
advertisements about them. In addition, the goods people eat and the
manner in which they use them significantly influence how they live their
daily lives. These general concerns alone are enough to justify our study
of consumer behavior. However, many seek to understand the behavior of
consumers for what are thought to be more immediate and tangible
reasons.
 The main reason behind this project was to find out the behavior of the
consumer buying behavior while shopping at mall because most of the
population surveyed preferred to shop at malls and how day by day the
consumers demands are increasing and through this project I came to
know that what are the various behavior of a typical customer who shops
at mall.
Chapter 7
 QUESTIONNAIRE
 BIBLIOGRAPHY
QUESTIONNAIRE
(The information furnished by the respondent is strictly for Academic purpose only)
Dear Respondent, as a part of research, a survey is taken up to study the

Consumer Behavior towards the Big Bazaar. Kindly provide the following
information.
Name: Location:
Age: Occupation:
Gender M/F: Education;
Income for month:
Q1) How did you come to know about Biz Bazaar?
a) Advertisement
b) Colleagues references
c) Friends/relatives references
d) Any other specify
Q2) How frequently do you visit Big Bazaar?

a) Once in a week
b) Twice in a week
c) Once in every 15 days
d) Once in a month
Q3) What is the main purpose of purchase?

a) Personal Usage / consumption
b) To Gift
c) Any other pl. Specify
Q4) Which category of Products do you buy most at Big bazaar?

a) Food items
b) Clothes
c) Electronics
d) Any other pl. Specify
Q5) You prefer to go in Big Bazaar with
a) Family members
b) Spouse
c) Friends
d) Others
Q6) Which mall you like the most in the city
a) Big bazaar
b) Spencer
c) Reliance
d) Easy Day
Q7) What is the reason behind purchasing in Big Bazaar?
a) Good satisfaction over products

b) Reasonable prices
c) More offers
d) Any others
Q8) How do you rate the pricing of products at Big Bazaar?
a) Expensive
b) Competitive
c) Affordable
d) Reasonable
Q9) Why do you prefer to shop in Big Bazaar?
a) Availability of adequate stock

b) Convenience of location and timing
c) Offers and discounts
d) Variety of products
Q10) What more facility would you like to get at Big Bazaar?
a) Membership Card
b) Discount Card
c) Free packing Offers
d) Lucky draw Offer
Q11) How often do you ask for Assistance from store staff in selecting your
Purchase?
a) Almost Always
b) Frequently
c) Sometimes
d) Never
Q12) How is your overall experience in Big Bazaar?

a) Excellent
b) Good
c) Poor
Q13) Would you visit Big Bazaar again?

a) Sure
b) May be
c) Never
Q14) Do you suggest any one to shop at Big Bazaar?

a) Yes
b) No
Q15) How do you suggest to Big Bazaar management to making present Big
Bazaar to more attractive?
a) To maintain quality products
b) Reasonable prices
c) Giving more offers and discounts
d) Convenience
Q16) Please give your valuable suggestions regarding Big Bazaar over all
functioning_________________________________________________
Mention your satisfaction level for following elements

1) Highly satisfied
2) Satisfied
3) Neither satisfied nor dissatisfied
4) Dissatisfied
5) Highly Dissatisfied
Elements 1 2 3 4 5
 Location ( ) ( ) ( ) ( ) ( )
 Operating time ( ) ( ) ( ) ( ) ( )
 Cleanness of store ( ) ( ) ( ) ( ) ( )
 Spacious shop floor ( ) ( ) ( ) ( ) ( )
 Easy to locate product ( ) ( ) ( ) ( ) ( )
 Quality product ( ) ( ) ( ) ( ) ( )
 Promotion offers ( ) ( ) ( ) ( ) ( )
 Price of the product ( ) ( ) ( ) ( ) ( )
 Staff helpfulness ( ) ( ) ( ) ( ) ( )
 Flexibility in payment mode ( ) ( ) ( ) ( ) ( )
 Return of value for money ( ) ( ) ( ) ( ) ( )
Thank you
BIBLIOGRAPHY
Text Books
Consumer Behavior: Schiffman & Kanuk
Principles of Marketing: Kotler Philip
Websites:
www.consumerbehavior.com
www.bigbazaar.com
www.pantaloon.com
www.futuregroup.com

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A STUDY ON

“CONSUMER BEHAVIOR” Towards BIG BAZAAR

Summer Training Project Report

BACHELOR OF BUSINESS ADMINISTRATION

INSTITUTE OF MANAGEMENT STUDIES

This is to certify that RAHUL PANDEY who has been assigned a

During the course of his project from 11-July-2013 to 15-August-2013 his

Future Value Retail Limited

I RAHUL PANDEY hereby declare that the project titled

I also declare that this report has to my knowledge is my own and is

This is to certify that the Project Report title A STUDY ON

CONSUMER BEHAVIOR towards BIG BAZAAR submitted in partial

fulfillment for the award of BBA Programme of Department of management

studies IMSUC Ghaziabad was carried out by RAHUL PANDEY under my

the award of any degree/diploma/certificate.

Name and address of the Guide Signature of the Guide

Mrs. SEEMA GARG

A work is never a work of an individual. I owe a sense of

I am greatly to my faculty Mrs. Seema Garg for him constant

I express my sincere thanks to all Faculties member and

Research in common man’s language refers to a search for

CHAPTER 1  NEED & IMPORTANCE

CHAPTER 2  REVIEWOF LITERATURE 17-24

CHAPTER 3  INDUSTRY PROFILE 26-44

CHAPTER 4  DATA ANALYSIS & 46-48

CHAPTER 5  RESEARCH 50-76

CHAPTER 6  FINDINGS 78-81

CHAPTER 7  BIBLIOGRAPHY 83-87

Marketing is the moving and exciting activity in everybody activities.

The marketing discipline is undergoing fresh reappraisal in the light of the

As quoted by P.P.Drucker “Marketing is so basic that it cannot be

Philip Kotler has therefore defined marketing as “it is a social and

The term consumer behavior refers to the behavior that consumers

Consumer Behavior (or Buyer Behavior) is broadly defined by various

1. It’s the behavior displayed by the consumers during the acquisition,

A MODEL OF CONSUMER BEHAVIOUR:

A consumer decisions to purchase a particular product of service is the result of

FACTORS INFLUENCING CONSUMER BEHAVIOR

Culture: Culture is the most fundamental determinant of a person’s wants and

Subculture: social classes are relatively homogeneous and enduring divisions

Personal Factors: A consumer decision also influenced by personal

Perception: Perception is defined as “the process by which an individual

NEED FOR THE STUDY:

In this competitive market the level of consumer satisfaction decides the

OBJECTIVES OF THE STUDY:

The main objective is to determine the current consumer behavior levels of

 To study and analyze consumer shopping behavior towards Big Bazaar.

 To assess the behavior level of different type of customers shopping at

 To identify effective an advertising sources which are influencing

 Enough care is taken in formulating the questionnaire; still some errors

 The consumer behavior varies according to different products.

 Quality verses price was not taken into the consideration.

 The project is based on the interview methodology by a stored

What is consumer behavior?

Activities people involved in when selecting, purchasing, and using

SOURCES OF INFLUENNCE OF THE CONSUMER:

The consumer faces numerous of influence. Often, we take cultural

DECISION-MAKING INVOLVE SEVERAL STEPS

4. Purchase decision 3. Evaluation of

A customer can obtain information from several sources:

Which product to buy?

Which brand to buy?

Where to buy it? And