Mahatma Gandhi Mission’s

Institute of Management Studies & Research

MGM Educational Campus, Sector 1, Kamothe – 410 209

PROJECT REPORT
ON

SERVICE OPERATIONS AT BIG BAZAAR

SUBMITTED TO
MGM’S INSTITUTE OF MANAGEMENT STUDIES & RESEARCH,
NAVI MUMBAI
BY

SHEERAZ KHAN
Roll No.33
Batch No2018-2020

IN PARTIAL FULFILLMENT OF
MASTER OF MANAGEMENT STUDIES (MMS), UNIVERSITY OF
MUMBAI
AUGUST 2019

i
 Table of C O N T E N T S

Chapter No. Title Page No.

Declaration from student vi
Certificate from viii
Company/Organisation
Certificate from Guide vii

Acknowledgement ix
Chapter Scheme x
List of Tables iv
List of Graphs v
List of Charts v

List if Abbreviations, if any -

Executive Summary xi
I Introduction 1
1.1 Background of the study 6
1.2 Background of the topic 7
1.3 Company profile 11
1.4 Statement of the problem 12
1.6 Need of the study 13
1.5 Scope of the study 8
1.6 Objectives of the study 9
II Research Methodology 30
2.1 Research design 34
2.2 Primary data 31
2.2 Secondary data 31
2.3 Sample design 34
2.3.1 Population 32
2.3.2 Sample size 32
2.3.3 Sampling method 32
32
32
2.4 Method of data collection
2.4.2 Instrument for data collection 32
2.4.3 Drafting of a questionnaire 32
2.4.4 Testing of Questionnaire / Pilot survey 33

2.5 Field work 33

2.6 Data- analysis techniques 35
2.7 Limitations 61
Data Processing and Analysis 35-56
III
IV Findings 57
V Conclusions 58

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VI Recommendations 60

Bibliography 64
Appendices /Annexure 65
A Questionnaire/ (s), if any 66
B List of contacts, If any
C The technical details of sampling plan,
if any.
,
D Technical literature related to the
study, if any.
E Others, if any

iii
 List of Graphs / Charts
Chapter No Title Page No.

4 .1 INCOME GROUP 36
PURPOSE

4.2 DEMAND FOR OTHER 37

4.3 RETAIL OUTLETS IN A 38

MALL

PRODUCTS MOSTLY
4.4 PURCHASED BY 40
CUSTOMER IN BIG
BAZAAR

EXPENDITURE
4.5 PATTERN OF
41
CUSTOMER COMING
IN BIG BAZAAR

TIME SPENT BY
4.6 CUSTOMER AT BIG 42
BAZAAR

COMPAIRISION OF
4.7 FOOTFALLS IN 43
WEEKDAYS AND
WEEKEND

. CUSTOMER
4.8 PREFERENCE OF 44
TIMING TO VISIT BIG
BAZAAR

COMPAIRISION OF
4.9 CUSTOMERS 46

iv
 BRAND PREFERENCE 47
4.1O
COMPARISION ON 48
4.11 BRAND PREFERENCE
ON DIFFERENT
CATEGORIES
50
MODE OF PAYMENT
4.12 51
MODE OF TRANSPORT
4.13
52
AVAILABILITY OF
4.14 PARKING SPACE
53
COMPAIRISION OF BIG
4.15 BAZAAR WITH ANY
KIRANA STORE
55

v
 DECLARATION

I, MR.SHEERAZ KHAN hereby declare that this project report is the record
of authentic work carried out by me during the period from O2/O5/2019-to
3O/06/2019 and has not been submitted to any other University or Institute for
the award of any degree / diploma etc.

Signature
SHEERAZ KHAN

Date

vi
 CERTIFICATE

This is to certify that MST. SHEERAZ KHAN of MGM’s Institute of Management Studies & Research
has successfully completed the project work titled SERVICE OPERATIONS AT BIG BAZAAR in
partial fulfillment of requirement for the completion MMS as prescribed by the University of Mumbai.

This project report is the record of authentic work carried out by him / her during the period from

02/05/2019 to 30/06/2019 .

He has worked under my guidance.

Signature
Name Dr.Prof Saloni Desai

Project Guide (Internal)

Date :`

Counter signed by
Signature
Name

Director: Prof Ashwini Arte

Date :

vii
viii
 ACKNOWLEDGEMENT

A Project usually falls short of its expectation unless guided by the right person at the
right time. Success of a project is an outcome of sincere efforts, channeled in the right
direction, efficient supervision and the most valuable professional guidance.
This project would not have been completed without the direct and indirect help and
guidance of such luminaries. They provide me with the necessary recourses and
atmosphere conductive for healthy learning and training.

At the outset I would like to take this opportunity to gratefully acknowledge the very
kind and patient guidance I have received from my project guide Without her critical
evaluation and suggestion at every stage of the project, this report could not have
reached its present form. In addition, my internal guide Dr. Prof Saloni Desai Faculty
has critically evaluated my each step in developing this project report.
I would like to extend my gratitude towards , Director Prof Ashwini Arte
, for her technical and moral support required for the realization of this project report.
Lastly, I would like to thank all the members of BIG BAZAAR and MR Pradeep
Ravariya who gave me fruitful information to finish my project.

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 CHAPTER SCHEME

 CHAPTER 1 -- INTRODUCTION
 CHAPTER 2 -- RESEARCH METHODOLOGY
 CHAPTER 3 -- DATA PROCESSING
 CHAPTER 4 -- FINDINGS
 CHAPTER 5 -- CONCLUSION
 CHAPTER 6 -- RECOMMENDATION

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 EXECUTIVE SUMMARY

Title of the Project-

“Service Operations at BIG BAZAAR”

Different objective behind conducting this project-

o Movement of the product at BIG BAZAAR.

o Customer Orientation towards product available at BIG BAZAAR.

o Listing of the product preferences at BIG BAZAAR.

o Recommendation for Impulse Buying at BIG BAZAAR

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 INTRODUCTION

Fig No 1 Big Bazaar

Big Bazaar is a chain of department stores in India currently with 100 outlets. It is owned by
Pantaloons Retail India Ltd, Future Group. It works on the same economy model as Wal- Mart and has
been successful in many Indian cities and small towns. The idea was pioneered by entrepreneur Mr.
Kishore Biyani, the CEO of Future Group. Big Bazaar stores are located in India. It is the fastest
growing chain of department stores and aims at having more than 350 stores by 2019. Founded in
2001, Big Bazaar is one of the oldest and largest hypermarkets chains of India, housing about 350+
stores in over 120 cities and towns across the country.

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 Bazaar
India's favorite shopping destination.

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At Big Bazaar, you will get the best products at the best prices—this is our guarantee. From apparel
to general merchandise like plastics, home furnishings, utensils, crockery, cutlery, sports goods,
car accessories, books and music, computer accessories and many more. Big Bazaar is the
destination where you get products available at prices lower than the MRP, setting a new level of
standard in price, convenience and quality.

If you are a fashion conscious buyer who wants great clothes at great prices, Big Bazaar is the place to
be. Big Bazaar has clearly emerged as the favorite shopping destination for millions of its customers,
across the country, its success is a true testament to the emotional bonding it has established with the
Indian customer, on account of its value offerings, inspirational appeal and service levels. We believe
Big Bazaar is a true pan-Indian model that can enter into most towns in India and democratize shopping
everywhere. 25,26 and 27 January 2018... India's Sabse Sasta Din. The acceptance and loyalty that Big
Bazaar has garnered over the years was well evident on 26 January2018.

On the day India celebrates its Republic Day; the company honored the consumer by calling it the
'Maim Savings Day'. Shoppers at all Big Bazaar and Food Bazaar outlets across the country were
offered products at prices never heard before in the history of shopping.

The offers were spread across categories from electronics to utensils, front apparel to furniture and
food. This event received tremendous response from the regular and an entirely new set of shoppers,
which resulted in nearly 2 million people visiting the stores on that day. And most stores were able to
post record sales for a single day.

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RETAIL INDUSTRY IN INDIA

India has one of the largest numbers of retail outlets in the world. Of the 12 million retail outlets present
in the country, nearly 5 million sell food and related products. Thought the market has been dominated
by unorganized players, the entry of domestic and international organised players is set to change the
scenario.

Organized retail segment has been growing at a blistering pace, exceeding all previous estimates.
According to a study by Deloitte Haskins and Sells, organised retail has increased its share from 5 per
cent of total retail sales in 2006 to 8 per cent in 2007. The fastest growing segments have been the
wholesale cash and carry stores (150 per cent) followed by supermarkets (100 per cent) and
hypermarkets (75-80 per cent). Further, it estimates the organised segment to account for 25 per cent of
the total sales by2011.

India retail industry is the largest industry in India, with an employment of around 8% and contributing
to over 10% of the country's GDP. Retail industry in India is expected to rise 25% yearly being driven
by strong income growth, changing lifestyles, and favourable demographic patterns.

It is expected that by 2019 modern retail industry in India will be worth US$ 175- 200 billion. India
retail industry is one of the fastest growing industries with revenue expected in 2007 to amount US$
320 billion and is increasing at a rate of 5% yearly. A further increase of 7-8% is expected in the
industry of retail in India by growth in consumerism in urban areas, rising incomes, and a steep rise in
rural consumption. It has further been predicted that the retailing industry in India will amount to US$
21.5 billion by 2010 from the current size of US$ 7.5billion.

Shopping in India has witnessed a revolution with the change in the consumer buying behavior and the
whole format of shopping also altering. Industry of retail in India which has become modern can be
seen from the fact that there are multi- stored malls, huge shopping centers, and sprawling complexes
which offer food, shopping, and entertainment all under the same roof.

India retail industry is expanding itself most aggressively; as a result a great demand for
realestateisbeingcreated.Indianretailerspreferredmeansofexpansionistoexpandto

3
Other regions and to increase the number of their outlets in a city. India retail
industry is progressing well and for this to continue retailers as well as the Indian government will have
to make a combined effort. It is expected that India may have 600 new retail outlets till2019.

Retail space

Driven by changing lifestyles, strong income growth and favorable demographic patterns, Indian retail
is expanding at a rapid pace. Mall space, from a meager one million square feet in 2002, is expected to
touch 40 million square feet by end-2018 and an estimated 60 million square feet by end-2019, says
Jones Lang LaSalle's third annual Retailer Sentiment Survey-Asia.

Alongside, Indian cities are witnessing a paradigm shift from traditional forms of retailing into a
modern organized sector. A report by Images Retail estimates the number of operational malls to more
than double to over 412 with 205 million square feet by 2010 and further 715 malls by 2018, on the
back of major retail developments even in tier II and tier III cities in India.

Challenges faced by the Indian Organized Retail sector

The challenges facing the Indian organized retail sector are various and these are stopping the Indian
retail industry from reaching its full potential. The behaviour pattern of the Indian consumer has
undergone a major change. This has happened for the Indian consumer is earning more now, western
influences, women working force is increasing, desire for luxury items and better quality. He now
wants to eat, shop, and get entertained under the same roof. All these have lead the Indian organized
retail sector to give more in order to satisfy the Indian customer.

The biggest challenge facing the Indian organized retail sector is the lack of retail space. With real
estate prices escalating due to increase in demand from the Indian organized retail sector, it is posing a
challenge to its growth. With Indian retailers having to shell out more for retail space it is effecting
there overall profitability in retail.

4
Trained manpower shortage is a challenge facing the organized retail sector in India. The Indian
retailers have difficulty in finding trained person and also have to pay more in order to retain them. This
again brings down the Indian retailers profit levels.

The Indian government have allowed 51% foreign direct investment (FDI) in the India retail sector to
one brand shops only. This has made the entry of global retail giants to organized retail sector in India
difficult. This is a challenge being faced by the Indian organized retail sector. But the global retail
giants like Tesco, Wal-Mart, and Metro AG are entering the organized retail sector in India indirectly
through franchisee agreement and cash and carry wholesale trading. Many Indian companies are also
entering the Indian organized retail sector like Reliance Industries Limited, Pantaloons, and Bharti
Telecoms. But they are facing stiff competition from these global retail giants. As a result discounting is
becoming an accepted practice.

5
 Background of the Study

The project is carried out in with an objective of knowing customer satisfaction level at Big Bazaar and
customer awareness about the different types of product and Services and various exciting offers
provided at Big Bazaar.

The total sample size taken was one hundred (100) from various customers of Vashi at Big Bazaar.
The research shows that the customer satisfaction at Big Bazaar is very good and so many customers
are not aware of the product and services provided by the Big Bazaar which are not provided by other
Retail stores.

To be on the positive side an existing customers of Big Bazaar are very much satisfied with the
working style of retail store .However, they want Kaizen which is continuous updates about the new
offers and other products of Big Bazaar.

6
 BACKGROUND OF THE TOPIC

The retail industry is the last step in the process of getting products to customers
efficiently, and should not be confused with the wholesale activities which precede it.
The difference between the two is that wholesalers are companies that sell their products
to businesses, whereas in retail, the goods are sold directly to the consumer. Wholesale
establishments play an important role for retail establishments, as they generally provide
retailers with the resources they need to run their business in addition to the goods and
products they sell.

7
 Scope of the Study

 This report is based on the study conducted at Big Bazaar, Vashi

 An attempt is made to analyze the company's performance in comparison to the theoretical aspects.

 Study of operations and distribution of marketing

 Knowing how operations is done in Big Bazaar

Big Baazar Vashi

8
 OBJECTIVES OF STUDY

There are some extensive objectives for the study which are listed below.

1. To determine the current status of Big Bazaar.

2. To find out the customers response towards Big Bazaar.

3. To study the satisfaction level of customers in different attributes of Big Bazaar.

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 CHAPTER – II

COMPANY PROFILE

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 Company Profile

Type : Private

Industry : Retail

Founded : 2001, 18 years ago Founders : Kishor Biyani Headquarters: Mumbai,

Maharashtra ,India

Number of Location : 256 + Stores Nationwide

Area Served : India

Key People : Sarvesh Shrinath Shukla (Founder)

Sadashiv Nayak (President and CEO) Umashankar Shukla (Director)

Products : Electronics ,Movies and music ,Home and furniture ,Home improvement
Clothing ,Footwear , Jewellery ,Toys ,Health and beauty ,Pet supplies
and Many More .

Service : Future Pay

Parent : Future Group

Vision 2025: To open more than 350 Big Bazaar stores across India.

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12
 NEED OF THE STUDY

This study provide with adequate knowledge of retail business and provide enough
experience of market sales ,customer behaviour,perception, stocking,billing,handling
grievences,and various means,importance and methods of sales as well as business

13
2.1 FUTURE GROUP

Fig No 2 Future Group Brands

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 present in consumer finance, capital,
insurance, leisure and entertainment, brand development, retail real estate development, retail media
and logistics.

Led by its flagship enterprise, Pantaloon 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),
Pantaloon 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.

14
In 2018, Big Bazaar opened its 100th store, marking the fastest ever organic expansion of a
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 $I 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 General, the group's insurance venture in partnership with
Italy's General 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's
core value of „ Indian ness’ The group's corporate credo is, „Rewrite rules, Retain Values.

2.4 Future Group's Vision

"To Deliver Everything, Everywhere, Every time, to Every Indian Customer in the most profitable
manner. "One of the core values at Future Group is, 'India ness' and its corporate credo are —
"Rewrite rules, Retain values."

15
 Future Group's 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 masses.
 We shall infuse Indian brands with confidence and renew ambition.
 We shall be efficient and, cost-conscious and committed to quality in whatever we do.
 We shall ensure that out positive attitude, sincerity, humility and united determination shall be the
driving force to make unsuccessful.

Core Values

 Indian ness : 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 8z. Positivity: Simplicity and Positivity in our thought, business and work.

 Adaptability: to be flexible and adaptable, to meet new challenges.

Future Plans
The Company would continue to pursue its aggressive growth to strengthen its position as a leading
player in the consumption space in India, with an aim to capture increasing share of the consumer's
wallet. The Company would continue with its expansion plans and would continue to increase its
presence on a pan-India basis by opening more retail outlets in tier 2 and tier 3 cities and by further
strengthening its position in key metro cities.

16
The Company has planned to increase its operating retail space from around /1 million square feet
currently to around 12 million square feet by FY08-09. The various subsidiary companies of the
Company, which have been created to cater to various consumption categories, are currently in initial
set-up phase. Most of them will come into their own, pursuing aggressive growth plans to achieve scale
and garner increasing market share. The Company will also be able to unlock value out of these
businesses by listing these subsidiary companies, and partnering with strategic partners in them, at
an appropriate time.
The Company, operating in the consumption space, has added IT services and education to its portfolio
of businesses, apart from the existing consumer finance, insurance, media, logistics and brand
businesses. All these businesses will help in capitalizing on the synergies with the retail business to
further enhance shareholder's wealth.

17
Different Divisions of Future Group

Division -1
Pantaloon Retail (India) Limited, is India's leading retail company with presence across multiple lines
of businesses. The company owns and manages multiple retail formats that cater to a wide cross-section
of the Indian society and is able to capture almost the entire consumption basket of the Indian
consumer. Headquartered in Mumbai (Bombay), the company 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 company
registered a turnover of Rs. 2,019 crores for FY 2017-18.

Pantaloon Retail forayed into modern retail in 1997 with the launching of fashion retail chain,
Pantaloons in Kolkata. In 2001, it launched Big Bazaar, a hypermarket chain that combines the look and
feel of Indian bazaars, with aspects of modern retail, like choice, convenience and hygiene. Food
Bazaar, food and grocery chain and launch Central, a first of its kind seamless mall located in the heart
of major Indian cities, followed this. Some of its other formats include, Collection i (home
improvement products), E-Zone (consumer electronics), Depot (books, music, gifts and stationary), all
(fashion apparel for plus-size individuals), Shoe Factory (footwear) and Blue Sky (fashion accessories).
It has recently launched its entailing venture, futurebazaar.com

Background: Founded in 1987 as a garment manufacturing company, the company forayed into
modern retail in August 1997 with the launch of its first department store, Pantaloons in Kolkata.

Listing: Pantaloon Retail is a listed company on the Bombay Stock Exchange (BSE, Scrip Code:
523574) and National Stock Exchange (NSE, Symbol: PANTALOONR).

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Division -2

CENTRAL

Central, the showcase seamless mall concept is one of the more popular offerings in the lifestyle
segment that celebrates shopping in India. During the year, Central capitalized on its positioning of
being a destination where citizens can just come and unwind, whether it’s for shopping for a wide range
of national and international brands, enjoying their favorite cuisine at the multiple specialty restaurants
and food courts or watching the latest movie releases at the in-house multiplexes.
The most reputed brands are showcased in Central. It is also emerging as the destination of first choice
for new fashion brands in India. Central assures better visibility, instant recognition, good quality and
commercially viable space on the basis of the optimum space utilization concept, taking the brand
closer to the consumer. With brands within Central competing against the best brands in the country, it
also allows benchmarking for these brands.
The coming year will also witness many new concepts being introduced at all
Central malls. Some of these concepts include communications (MPort and Gen M), electronics (E-
Zone), furniture and accents (Collection I), fitness equipment’s and wellness zones, books, music, 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.

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Division -3

PLANET RETAIL

A young and emerging India is also eager to experience international brands. We sensed this
opportunity some time back and have built a strong portfolio of international brands through our
strategic partnership with Planet Retail Holdings Pvt. Ltd. The alliance with Planet Retail provides
access to international fashion retail chains like Marks & 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 sportswear format under the brand
„Planet Sports’. The company is the sole licensee for sportswear brands such as Converse, Spalding
and the Athlete’s Foot the venture has also launched other formats like Sports Warehouse,
Accessorize, Monsoon, Next, and Debenhams.

20
Division -4
Depot

This largely untapped unorganized market for books and music with very few players, throws up an
enormous opportunity; something that prompted Pantaloon to make its foray through its own format,
Depot in 2005-06. Located as stand-alone stores and within most Pantaloons, Central and Big Bazaar
retail formats, Depot’s vision is to be a one-stop shop where customers will find an extensive range of
books, multimedia, toys, gifts and stationery, thereby transforming the way books, music, multimedia
and gifts are bought, sold and perceived in India. This would be made possible by the creation of a
portfolio of exclusive titles, an Indian experience while shopping and connecting with the mind and
soul through different languages, ideas and tunes.

Books, Music and Gifts

Reading as a habit is ingrained into the Indian psyche from time immemorial. However, it is being
increasingly associated with a select few. The company believes that existing formats in the segment
offer an intimidating environment that alienates the masses. The company has therefore taken this
initiative of launching a chain of books, music and gifts stores that will once again democratize the
reading habit in the country. The company believes that with 1.2 billion people, the habit of reading can
become a strong business proposition. 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 together. It is focusing on
the introduction of old classics and books in regional languages with an objective to make these
affordable to a mass audience.

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Division -5

Fashion Station

Fashion Station, which represents the company’s offering of the latest in fashion for the masses, has
met with reasonable success since its launch in 2004-05. These thematic stores that offer the most
contemporary in fashion and accessories, is another of the value added propositions that Pantaloon
seeks to offer. The aspirational mass of consumers who are bombarded with the latest in style through
media penetration, hedonism and peer emulation, need an outlet that meets their requirements of trendy,
latest and yet affordable fashion. Fashion Station is positioned to meet their requirements, and thereby
take fashion to the masses.

Division -6

Home Improvement

Some of the key factors contributing to growth in the housing sector in India are increasing purchasing
power increasing number of nuclear families, softer interest rates, easy availability of finance schemes
and an overall real estate boom across the country. There is a shortage of more than 33 million dwelling
units. With the average age of a homebuyer reducing from 50 to sub-30, 4 million new homes are being
bought annually. With every house, a dream is planted to decorate the house. And this creates a demand
for furniture, electronics and home improvement products. Modern retail is ideally placed to capture a
significant chunk of consumer spend made by a new homebuyer. The market for home décor and
improvement is largely unorganized and hence a new homeowner has to literally visit several markets
and stores for meeting his home needs. This was the opportunity that Pantaloon perceived and the
reason why it entered the Rs. 90,000 crore home solutions marketin2004-
05.Withitspresenceinthemodernretailandconsumerspace,thisnew

22
concept was an opportunity for the company to leverage its experience and offer the consumer an
alternative solution to canalize his consumption needs.

Division 7

E-Zone

In the Rs.25000 crore consumer durable industry, which is growing at nearly 6 per cent every year, E-
Zone has already emerged as a force to reckon with. This lifestyle retail format offers a never
experienced before environment for shopping for the best in national and international consumer
electronic and durables brands. It retails products ranging from music systems to laptops, from the latest
plasma television sets to DVD players, from washing machines to air-conditioners to name a few.
Typically in excess of 12,000 square feet in size, E-Zones are primarily stand-alone concepts, but are
also present within the company’s Centralmalls

Division -8

COMMUNICATION

With over 2 billion phone users worldwide, mobility has now become an intrinsic part of our personal
and working lives. Mobile operators, cell phone manufacturers, content publishers, wireless application
service 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 customers’ needs. En route towards 3 billion phones worldwide, a major shift would occur in
consumer interest from carriage to content and from a verbal to a growing visual world. With more
mobile cameras sold in 2005 than digital cameras, with more music/video players in mobiles than
iPods, withmore

23
messaging reach than PCs, convergence with the online world is now very much a reality. In India, the
story is no 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
inIndiaaresoldthrough„momandpop„stores,andthereisahugegreymarketthatexists.

Division -9

Restaurant, Leisure & Entertainment

Increasing urbanization and rising disposable incomes are characteristics that are common in emerging
economies like India. Estimates suggest a growth in urban consumption at potentially 20% per annum
in nominal terms for at least the next 5-7 year period.
The total number of middle to high income households is projected to reach 105 million by 2010,
thereby adding a large number of people to the consuming class. These demographic numbers represent
a young nation, which has an increased propensity to spend in restaurants and other food service
sectors, fuelling growth in the Leisure, Restaurants and Entertainment industries.

The company is using the collaborative approach to strengthen its 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 restaurant business is
expected to increase significantly. For Indians, shopping comes hand in hand with eating and
celebrating and these formats are being developed keeping this in mind. F123 is designed as a
entertainment zone that can be present in every mall and this business is expected to gain traction in the
comingyear.

F123, the entertainment zone offering is a leisure solution for all age groups. The focus would be to
offer a wide range of gaming options from bowling and pool, interactive video
gamestobumpercars.Theentireconceptisbuiltaroundinternationalthinkingandgaming

24
knowledge, with Indian pricing. For the year ending 2005-06, there were three F123’s operational, with
the first one opening in November 2005.

Division -10

StarandSitara

Delivery Formats Star &Sitara

In the beauty space, the company’s offering, Star &Sitaraaims at pampering the beauty conscious
consumer by offering the latest beauty 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 up. There were 6 Star &Sitara operational
as on June 2006.

Star &Sitara Beauty Salon

Star &Sitara, the beauty services offering, 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.
.

Division -11

E-TAILING

The emergence of a mass base of net savvy

Indians is realty today. Access to Internet is no longer limited to a small segment of young,

25
male urban people. Cutting across age groups, gender, geography and socio-economic backgrounds,
Indians are taking to the net like fish to water. It is estimated that there are at least 25 million Indians
who access the Internet on a regular basis. Falling prices of personal computers and laptops coupled
with increasing penetration of internet, and broadband services is driving more and more Indians to the
Internet. In fact, Indians are no longer limiting their Internet usage to email and chatting. Online
shopping has finally come of age. As the leading retailer in India, Pantaloon could ill afford to overlook
this emerging segment. There is a sufficiently large segment of online shoppers whose consumption
spends needs to be captured. It’s with this belief that the company started exploring this area. Pantaloon
perceivesitsonlinebusinessasyetanotherdeliveryformatthatcanpotentiallyreachoutto
25 million customers. Future Bazaar, has modeled itself on a unique complete retailer platform.
Entailing requires extensive sourcing capabilities, warehousing capacity, buying trends understanding
& most importantly a robust & efficient logistic backend. Future Bazaar leverages the offline brand
equity and brick & mortar presence of the group via multi channel integration to benefit on economy of
scales, economy of scope in promotion & distribution and utilizing the offline learning into online &
vice-versa to grow at a faster pace. As a new delivery format, Future Bazaar can benefit from the
learning’s and expertise gathered in existing formats as well as boost sales at these formats through the
online sale of gift vouchers

Division -12

Liberty Shoes

With fashion being the focus of the company, the intent is to provide a complete wardrobe experience
to the consumer that includes not just apparel but fashion accessories also. Accessories speak a lot about
the personality of the individual and are a reflection of the attitude of the wearer. Footwear is one such
category in the fashion sphere that truly embodies the phrase-best foot forward.

Footwear as a category has been present in most of the company’s Big Bazaar; Fashion Station,
Pantaloons and Central retail formats. During the year under review, Pantaloon explored the
opportunity to get into branded footwear, by partnering with the well-established

26
footwear company Liberty Shoes. The joint venture named Foot Mart Retail (India) Limited would
launch branded footwear retail chains in the country under the ‘Shoe Factory’ brand. These stores
would be located within most retail spaces that Pantaloon would be present in, and as standalone 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 Ahmadabad on 5th May 2006. Spread over nearly 13,000 square
feet, this value format houses a wide range of the latest and trendiest footwear and accessories for all
occasions, at unbeatable prices.

Division -12

GINI & JONY

The company recognizes that the organized kids wear category has shown signs of sizeable growth over
the past couple of years. In order to expand and consolidate its presence in this category, the company
entered into a joint venture with the country’s leading kids wear retailer, Gini&Jony Apparels Pvt. Ltd.
This equal joint venture named GJ Future Fashions Limited, apart from gaining additional visibility
within all existing and upcoming Pantaloons stores and Central malls will set up a chain of exclusive
kids wear stores throughout the country, addressing fashion needs of children in all age groups, from 5
to 15 years. This initiative witnessed the opening of two stand-alone stores during the year 2005-06 in
Indore and Ahmadabad.

27
Division-13
BIGBAZAAR
Isse sasta aur accha kahin nahi!

Big Bazaar has clearly emerged as the favorite shopping destination for millions of its consumers,
across the country, it’s success is a true testament to the emotional bonding it has established with the
Indian consumer, on account of its value offerings, aspirational appeal and 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 Bazaar India’s favorite shopping destination.

At Big Bazaar, you will get the best products at the best prices from apparel to general merchandise like
plastics, home furnishings, utensils, crockery, cutlery, sports goods, car accessories, books and music,
computer accessories and many, many more. Big Bazaar is the destination where you get products
available at prices lower than the MRP, setting a new level of standard in price, convenience andquality.

If you are a fashion conscious buyer who wants great clothes at great prices, Big Bazaar is the place to
be. Leveraging on the company’s inherent strength of fashion, Big Bazaar has created a strong value-
for-money proposition for its customers. This highlights the uniqueness of Big Bazaar as compared to
traditional hypermarkets, which principally revolve around food, groceries and general merchandise.

Boasting of an impressive array of private labels, Big Bazaar is continually striving to provide
customers with a „complete’ look. So be it men’s wear, women’s wear, kids wear, sportswear or party
wear, Big Bazaar fashions has itall!

28
Division -14

Food Bazaar

Across India, food habits vary according to community, customs and geography. Food Bazaar, through
its multiple outlets addresses this. At the same time it offers best quality products at wholesale prices to
a wide cross section of the India population. Food Bazaar effectively blends the look, touch and feel of
the Indian bazaar with the choice,
division of the company was launched in 2002-03 and has grown to 47 stores nationwide at the end of
the current financial year. Most stores are located within Big Bazaar, Central and Pantaloons and act as
strong footfall generators. There are separate stand-alone Food 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 2005-06. Food Bazaar offers a variety of daily consumption items, which include
staples, soaps and detergents, oils, cereals and biscuits. On the product category side, the primary
segregation is done on the basis of staples, fresh produce, branded foods and home and personal care
products.

29
 CHAPTER – III

RESEARCH METHODOLOGY

30
 Methodology adopted for the Study

Survey Method

Personal meeting with manager and assistants. Questionnaire was prepared for the staff at Big Bazaar,
which included several open-ended and close-ended questions aimed at knowing the following

 Why Big Bazaar

 Loyalty level
 Effect of logistics
 Visiting and surfing websites of the company.
 Discuss with Staff and customers about big bazaar

Sources of Data

 Primary data

 Secondary data

(a) Primary Data

The data collected for the first time through observation in store and interview method. It is also
obtained by the help of staff members.

(b) Secondary Data

The data is collected by secondary sources. The data is collected through company manual, product
brochure, company website and annual report.

31
Sampling Plan: The target population of the study included the general population of every age who
enters to the Big Bazaar.

Inclusion Criteria: Included all footfalls those who have done shopping at Big Bazaar.

Exclusion Criteria: People who have not purchased anything and those who have not responded to
survey.

Location: Vashi
Date: 16-17 May 2019

Time Slot: 10 AM To 05 PM

Daily Foot fall: 1500 Approx.

Sample size: 100

Technique: Questionnaire

 Method of data collection: 1)Survey Method

2)Feed back

 Instruments / Tool for Data Collection : Questionaire

 Drafting a questionnaire:

1) Last year survey of sales

2) Procastination

32
 TESTING OF QUESTIONNAIRE

1. The sample size was 100 participants out of 1500 daily customer approximately.

2. The test was conducted on 16-17 may 2019 during 10 am to 5 pm

PILOT SURVEY

I have selected 30 customers for pilot survey which was done 0n 10 may 2019

FIELD WORK

(a) COMPANY PROVIDED FEEDBACK FORMS TO THE CUSTOMERS.

(b) COLLECTED FEEDBACK FORMS WERE EVALUATED FOR THE DATA

(c) CERTAIN MEASURES WERE TAKEN AFTER THE EVALUATION

33
 RESEARCH DESIGN

The research work is exploratory in nature, and is meant to provide the basic information required by

research objectives. It is a preliminary study based on primary data and the findings can be consolidated

after a detailed conclusive study has been carried out.

SAMPLING DESIGN

The convenience sampling is done because any probability sampling procedure would require detailed

information about the universe, which is not easily available further, it being an exploratory research.

34
 CHAPTER – IV
DATA ANALYSIS AND
INTERPRETATION

35
 Income wise distribution of customers coming to big bazaar

Higher Income Group 5%

Middle Income Group 50%

Lower Income Group 20%

No Income Group 25%

INCOME GROUP

5%
25% Higher Income
Group
Middle Income
Group
Lower Income
50% Group
20% No Income Group

FIG NO 4.1- Income group

Analysis: The above diagram shows the distribution of income level of customers coming in to big

bazaar. Among the 200 respondents 50% of customers are of middle income level that is between

Rs20000 – 60000. Least number of customers visiting Big bazaar are the higher income level people

that constitute only 5%. The lower income level of people coming to big bazaar constitutes of 20%.

36
25% of people belong to no income group which mostly consists of students.

Interpretation: Big bazaar is the hub of shopping for middle level income group people because of its

reasonable price on its each product category. The higher-level income group people don’t prefer to do

shopping in big bazaar, as it doesn’t deal with branded products. The higher-level income group people

are very status conscious and their psychology is such type that they don’t prefer much to visit big

bazaar, as it is a discounted store. The lower income group people come in to big bazaar as they get

goods at a discounted price. Hence big bazaar should include branded products in its product category,

which will encourage higher income group people to come in to big bazaar. Probably not much of lower

income group people come to big bazaar as they don’t like to have any shopping experience rather they

just go for near by store where they can get their necessity goods. Even they purchase goods on a

regular basis on a small quantity. So they don’t have much interest to come to big bazaar and do

shopping.

Purpose behind visiting big bazaar

Shopping 60
Outing 10
Both 30

37
 PURPOSE

30%

Shopping
Outing
60% Both

10%

FIG NO 4.2-Purpose

Analysis: Out of the 200 respondents 60% of respondents visit big bazaar for shopping, 10% for outing

and 30% visit big bazaar for both the purposes.

Interpretation :From this I interpret that big bazaar is purely a shopping complex but it also facilitates

a certain kind of ambience and decorum to the people that they also visit it for the purpose of outing.

The infrastructure and ambience of big bazaar is so that people even like to go there even also they

don’t have to purchase anything. People enjoy doing shopping in big bazaar. This is very nice for it as

often customers purchase some goods while moving I the building.

38
 Demand for other retail outlets in a
Garment Outlet 40%
mall
Footwear Outlet 15%
Food Court 20%
Entertainment 10%
Gift Corner 10%
Jewellery and Watches Store 5%

garment outlet

5% foot wear outlet

10%

40% food court

10%

entertainment
20%

15% gift corner

jewelery and watches

FIG NO 4.3- Demand for other retail outlet in the mall

Analysis: The above graph shows that 40% of people visit garment outlet in a mall other than that of big

39
bazaar. 20% of people also prefer to visit food court in a mall other than big bazaar. 15% of the people go

to footwear outlet in a mall other than big bazaar. 10% of people also go to mall for entertainment purpose.

Some people that are 15% each also visit gift corner store and jewellery & watches store in a mall other

than big bazaar.

Interpretation: From this analysis I come to know that most of the people tend to visit garment outlets in

a mall other than big bazaar as it has some exclusive branded outlets. People also go for footwear stores as

malls have branded footwear stores in it. People go for watching movies to mall for entertainment. Yet a

few people visits gift corners and jewellery stores in a mall. This is of course a threat for big bazaar that it

is not able to attract customers from other retail outlets and retain them with it. Big bazaar should

definitely include more of branded products in its product category in order to bring in the customers of

mall to it and retain them with it. It can include some of the exclusive branded outlets of cloths and

jewellery in it in order to attract the brand choosy customers.

Products mostly purchased by customers in big bazaar

Clothes 60%
Grocery 70%
Food Item 50%
Leather Item 25%
Electronic Item 15%
Gift Item 10%
Any other Item 10%

40
 Any other Item

Gift Item

Electronic Item

Leather Item Series1

Food Item

Grocery

Clothes

0% 20% 40% 60% 80%

FIG NO 4.4- products mostly purchased

Analysis: This chart clearly indicates that the demand for grocery that is 70% is highest by the

customers followed by clothes rated 60%. The next highest demand is for food items that is 50%. 25%

demand is for leather items in big bazaar. Electronic items holds 15% of demand and gift items and

other items has a demand of only 10% by the customers of big bazaar.

Interpretation: From this analysis I interpret that customers demand are high for grocery and clothes

followed by food items in big bazaar. Electronic items have a little demand by the customers. Gift items

and other items are not much in demand by the customers. I can interpret that clothes, grocery and food

items are the major products which hold maximum number of customers. So big bazaar should maintain

its low pricing and product quality to keep hold of the customers and also it should keep more

qualitative products of gift and leather items so that people would go for more purchase of these items

from it. Big bazaar has many local branded products of grocery and cloths and it is successfully selling

it. It should also include branded products so that more sales can take place.

41
Expenditure pattern of customers coming in to big bazaar

Below 500 11%

500-1000 16%
1000-1500 22%
1500-2000 22%
More than 2000 29%

EXPENDITURE PATTERN

11%
29%
Below 500
16%
500-1000
1000-1500
1500-2000
More than 2000
22%
22%

FIG NO 4.5- Expenditure Pattern

Analysis: We can clearly see from this graph that majority of the customers spend a lot in big bazaar

that is 29% of people spend more than Rs2000 in a single visit to big bazaar. Equal number of people

that is 22% of people each spend Rs 1000-1500 and Rs 1500-2000 respectively in a visit to big

bazaar.16% of people spend Rs 500-1000 and only 11% of customers are there who spends less than

Rs500 in their visit to big bazaar.

Interpretation: From this I interpret that most of the customers purchase goods in bulk which leads

42
them to spend a lot. Volume sales are high in big bazaar. Customers tend to purchase more goods from

big bazaar as it provides goods at a discounted rate. Probably those persons who spend more in a visit to

big bazaar are purchasing on a monthly basis. Those customers who are spending very less money that

is below Rs 500 are mostly coming in just to move around big bazaar and spend time. In the process

they used to spend money on food items and also purchase some products while roaming in it. Impulse

buying behavior of customers comes in to play to a large extent. More discounts shall be provided to

people who does bulk purchase. This will encourage people to purchase more products.

Time spent by customers in shopping in big bazaar

Less than half an hour 10%

Half an hour to 1 hour 30%
1 hour to 1 1/2 hours 50%
1 1/2 hours to 2 hours 40%
More than 2 hours 20%

More than 2 hours

1 1/2 hours to 2 hours

1 hour to 1 1/2 hours Series1

Half an hour to 1 hour

Less than half an hour

0% 20% 40% 60%

FIG NO 4.6-Time spent by customers

Analysis: People spend a lot of time in shopping in big bazaar. Majority of the respondents said that

43
they spend at least 1 hour to 1 ½ hours in big bazaar. 40% respondents also said that they spend 1 ½

hours to 2 hours in their visit to big bazaar. Only 10% of people said that they spend very little time

that is less than half an hour in big bazaar.

Interpretation: As per the given data I interpret that customers are very product choosy now a days

and that’s why they spend a lot of time in shopping in big bazaar. Probably customers might even be

spending more time in big bazaar as it provides a very nice ambience and atmosphere for the people to

shop in. Hence those persons who spend half an hour or less than half an hour in big bazaar are those

persons who just come to purchase limited products and come only because of low pricing of products.

People also spend much time in it but purchase very few goods. The sales personnel should focus on the

people who take long time in shopping and purchases a lot and provide special kind of service to them

as they are the major customers

Comparison of footfalls in weekdays and weekends

Weeks days 40%

Weekends 60%

FOOTFALLS

40%
W eeks days
W eekends
60%

FIG NO 4.7- Foot falls

Analysis: The above graph shows that more number of people comes to big bazaar in weekends than

44
that of week days .40% of people visits big bazaar in weekdays where as 60% of people visit big bazaar

in weekends.

Interpretation: I can clearly interpret from this that most of the people tend to visit big bazaar in

weekends rather than that of week days. There are more footfalls in big bazaar in weekends than that of

week days. Though there is not much difference as 40% of people visit big bazaar in week days hence

in weekends the footfall increases by 10%. As people come more in weekends, so big bazaar should

keep it open for more time in weekends. The infrastructure can be changed a bit in weekends so that

customers can see more products clearly and can move around comfortably. In order to bring in more

number of customers in week days big bazaar should provide some schemes in week days which will

encourage people to come in to it in week days also. Hence the crowd is more in weekends and big

bazaar should avail more parking spaces for its customers in weekends. It can make some temporary

arrangement for parking every weekend. It should not spend much money in advertising and displaying

of products in weekdays rather it should advertise and display products more in weekends as more

number of people comes in weekends.

Customer’s preference of timing to visit big bazaar

10 A.M. - 6 P.M. 42%

6 P.M. -10P.M. 58%

45
 TIME PREFERENCE

42%
10 A.M. - 6 P.M.
6 P.M. -10P.M.
58%

FIG NO 4.8- Time Preference

Analysis: The above pie chart shows that most of the people prefer to visit big bazaar in evening time

than that of the daytime. Only 42% of people tend to visit big bazaar during daytime while 58% of

people tend to visit big bazaar during evening time.

Interpretation: From the above analysis I interpret that evening time is the peak time for big bazaar

and daytime is the off peak time for big bazaar. There is more number of people found in big bazaar

during evening time than that of daytime. Probably more of products are being sold during evening time

in big bazaar than that of daytime. Big bazaar shall provide some special offerings during daytime so

that more people should come in during daytime. It could offer some special kind of product in daytime,

which will be not available during evening time. In this way it will bring in more number of people

during day time for getting the special kind of products but along with that it will be able to sale other

products as people do a lot of impulse buying at big bazaar

Comparison of customers purchasing with planned list of products and purchasing products on
an unplanned basis

Yes 80%

46
 No 20%

PLANNED AND UNPLANNED

BUYERS

20%

Yes
No

80%

FIG NO 4.9-Planned And Unplanned Buyers

Analysis: As shown in the graph out of my total respondents of 200, 80% of customers come to big

bazaar with a planned list of products. Only 20% of people come in to big bazaar without any planned list

of products to be purchased from big bazaar.

Interpretation: As per the data obtained from the customers of big bazaar I interpret that most of the

customers comes in to big bazaar with a planned list of products. Few customers come to big bazaar

without any planned list of products and purchases products depending on their selection. These people

basically come to the mall and hence get in to big bazaar. Depending on the product category and brand

and quality of products they purchases goods. Some couples come to mall and go to food bazaar to have

47
food together and to have chit chat among them. The customer who comes with a planned list of

products purchases more products than that of the customers who comes without any planned list of

products. So big bazaar should provide more variety and essential goods so that more number of people

should come in with a planned list of products.

Brand preference of customers in big bazaar

Yes 10%
No 50%
Depends on category 40%

BRAND PREFERENCE

10% Yes

40%
No

50% Depends on
category

FIG NO 4.10 – Brand Preference

Analysis: As seen in the above chart it is clearly known that only 10% of people come in to big bazaar

with a list of brands in advance. 50% of people completely deny that they don’t prepare in list of brand

in advance. 40% of people told that they prepare a list of brand depending on the product category.

Interpretation: From this I interpret that customers don’t opt for much brand preference while

48
purchasing products in big bazaar. A few customers search for brands but depending on the product

category. Customers probably don’t

Cloths 40%
decide Grocery 40% for brands on products as

there are Gift Items 33% not much of known

Electronic Items 25%
branded products available at big
Leather Items 2%
bazaar. Any Other Item 12% On product categories

like grocery and clothes, big bazaar has many local branded products. Customers purchase a lot of

these, as it’s cheap in price even though its quality is not so good. As most of the customers belong to

lower class and middle class people, they purchase those local branded products as it gives them value

for money. Different products of the same category have different prices. Quality of products varies

with the price. This enables customization of products for various types of customers. Customers search

for brands mostly in apparel section. Some customers also pre decides the brand on the local

manufactured grocery and food products of big bazaar. Big bazaar should include more of the branded

products in its each category so that customers have more options to choose among the brands. This

will bring in more number of people to big bazaar, which will definitely increase the sales.

Comparison of brand preference on different product category

45%
40%
35%
30%
25%
Series1
20%
15%
10%
5%
0%
em

em
ry
s

s
th

ny em
ce
le r It
lo

It
Ite

It
ro
C

er
e

if t
G
h

th
ni

G
at

O
ro
Le

ct

A
E

49
 FIG NO 4.11 Comparison of brand preference

Credit
Card 21%
Debit
Card 6%

Analysis: This graph shows that cloths and grocery are the only two items on which customers mostly
prefer the brands that is 40% each. 33% brand preference is on gift items and 25% is on electronic items.
Brand preference on leather items is 2% and 12% on any other item.

Interpretation: From this I interpret that some of the products brand are pre decided in advance and for
some of the products customers don’t at all pre decide any brand. As per electronic goods are concerned
customers pre decide the brand as many branded electronic products are available in big bazaar. The
customers pre decides brands on cloths and grocery most as big bazaar produces much of local brands
and also have some well known branded products of clothes with it like flying machine jeans.

Mode of payment of customers in big bazaar

MODE OF PAYMENT

6%

21%
Cash Payment
Credit Card
Debit Card

73%

FIG NO 4.12- Mode of payment of customers

50
 Analysis: As per my study is concerned, out of the total respondents 73% of people make cash payment

in big bazaar. 21% of them uses credit card as their mode of payment and 6% of the people makes

payment in big bazaar through their debit card.

Interpretation: As per the obtained data I interpret that maximum number of people makes cash

payment in big bazaar. A fraction of people uses their credit card for payment in big bazaar and a very

few people uses their debit card for payment. I can interpret that quick exchange of money for goods is

done in big bazaar as most of the people mode of payment is cash payment. Hence some times big

bazaar has to wait for a short time period as some of the customers make their payment through credit

and debit card.

Customers’ mode of transport to big bazaar

Hired Vehicle 10%

Two-wheeler 40%
Four-wheeler 50%
Any Other 0%

MODE OF TRANSPORT

0% 10%

Hired Vechle
Two-wheeler
50%
Four-wheeler
40% Any Other

FIG NO 4.13- Customers’ mode of transport

51
Analysis: Around 50% of the total respondent of 200 that is 100 people comes in to big bazaar with their

own four wheelers. The second majority of people consist of people riding two wheeler and coming in to

big bazaar. Only 10% of people of the total respondent visits big bazaar on hired vehicles. None of the

customers of the total respondent comes in any other mode of transport.

Interpretation: From the above data I interpret that there are more number of four wheelers coming

found in big bazaar than that of two wheelers. People prefer more to go to big bazaar in four wheelers

than that of two wheelers. A few people are found who comes in to big bazaar with a hire vehicle.

Probably they might be the tourists.

52
 Parking space availability in big bazaar

45%

Less than adequate

Adequate 45%
More than adequate 10%

AVAILABILITY OF PARKING SPACE

10%

Less than
adequate
45% Adequate

More than
45%
adequate

FIG NO 4.14- Parking space availability in big bazaar

Analysis: As it is shown in pie chart most of the people say big bazaar does not provide adequate

parking space. Equal number of people also says that adequate space is provided for parking big bazaar.

Only 10% of people say that more than adequate space is available for parking in big bazaar.

Interpretation: Analyzing the above data, I interpret that customers are not satisfied with the parking

space availability provided by big bazaar. Hence it’s a threat for big bazaar as it may loose its customers

because of less parking space availability. Even though many customers say adequate space is available

for parking in big bazaar but also it is a threat for big bazaar as it is seen more number of people are

expected to come in to big bazaar. In holidays probably it will be very difficult for customers to park

53
their vehicle in big bazaar.

Customers preference towards Kirana store

PREFERENCE TOWARDS KIRANA

STORE

15%

Yes
No

85%

FIG NO 4.15- Preference towards Kirana store

Analysis: Out of my total respondent of 200 customers, 85% of them says they go to their near by

kirana store and 15% said that they don’t at all go to any kirana store. This shows that majority of

people go to kirana store even though they visit big bazaar. But some customers are there who never

goes to any kirana store.

Interpretation: As per the given data I analyze that most number of people tend to purchase goods

from near by kirana store even if they come to big bazaar. I can conclude from this that a kirana store is

a competitor of big bazaar. Some customers never go for shopping in kirana store as of it does not have

much variety option available with it. Probably they are more interested in having a shopping

experience rather than to just go and purchase goods from kirana store.

Comparison of Big bazaar with any Kirana store

54
 120
100 100 95
90
80 75
70 Big bazaar
60 60
50 Kirana store
40 40
30 25
20
10 5
0 0
ce ice ty lity ienc e enc e enc e
Pri Serv Varie Qua n ri i
n ve x pe Amb
Co ing E
p
hop
S

FIG NO 4.16- Comparison of Big bazaar with any Kirana store

Analysis: The above graph shows the comparison of different factors between big bazaar and a nearby

kirana store. 70% of people say big bazaar provides goods at a cheaper price as compared to that of a

kirana store. 50% of people say big bazaar provides better service and another 50% of them say kirana

store provides better service. Each and every customer that is 100% agrees that there are more variety

of products available at big bazaar than that of kirana store. As per quality of goods is concerned 60%

of the customer say kirana store provides better qualitative products while 40% of the customers say big

bazaar also provides qualitative products. 75% people say it is more convenient for them to go to a

kirana store while 25% of them say going to big bazaar is more convenient for them. 90% of

respondents said it is a good shopping experience at big bazaar while 105 of them said that they also

have a good shopping experience at kirana store. As per ambience

e is concerned 95% of customers said big bazaar provides much nice ambience than big bazaar while

5% of them said that ambience provided by kirana store is also equivalent to that of big bazaar.

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Interpretation: I interpreted from this that a kirana store is one of the competitor of big bazaar. It is a

threat for big bazaar as some of the attributes of a kirana store provides more satisfaction to customers.

Big bazaar should try to improve on each of its attributes and out compete the kirana store so that it can

never be a threat

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SWOT Analysis of Big bazaar

A swot analysis is done to know the strengths, weaknesses, opportunities and threats of any company.

This analysis will explain about the strengths, weaknesses, opportunities and threats of big bazaar.

Strengths of Big bazaar

 Large variety option

 Cheap price
 Huge customer Base
 Volume sales

Weaknesses of Big bazaar

 Lacks in branded products

 Low in product quality
 Unable to provide enough parking space to its customers

Threats for Big bazaar

 Opening up of other discounted stores like Vishal mega mart

 Convenience of customers to near by kirana stores
 Availability of products in other retail outlets

Opportunities for Big bazaar

 To open up more and more number of big bazaars in different cities of the country.
 To grab the rural market
 To bring in the customers of other retail outlet by dealing with branded products.
 Add more products to its product category

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 Conclusions
Big bazaar is a major shopping complex for today’s customers. It is a place where customers find

variety of products at a reasonable price. Big bazaar has a good reputation of itself in the market. It has

positioned itself in the market as a discounted store. It holds a huge customer base. The majority of

customers belong to middle class family. The youth generation also likes shopping and moving around

big bazaar. Volume sales always take place in big bazaar. Impulse buying behavior of customers comes

in to play most of the times in big bazaar.

Big bazaar is a hypermarket as it provides various kinds of goods like apparels, grocery, stationary,

food items, electronic items, leather items, watches, jewellery, crockery, decorative items, sport items,

chocolates and many more. It competes with all the specialty stores of different products which provide

goods at a discounted rate all through the year. It holds a large customer base and it seemed from the

study that the customers are quite satisfied with big bazaar. As of now there are 34 big bazaars in

different cities of India, it seems that there is a vast growth of big bazaar lying as customers demand is

increasing for big bazaars.

Big bazaar is a hypermarket store where varieties of products are being sold on different product

category. It has emerged as a hub of shopping specially for middle class people.

Different types of products starting from a baby food to pizzas all are available under one roof. In Vashi

it is the middle class people who mostly do marketing from big bazaar. Even most of the people do their

monthly shopping from big bazaar.

People not only visit big bazaar to do shopping but also visit for outing purpose as it provides a very

nice ambience to its customers. As people go to malls they just tend to move around big bazaar whether

it is for shopping purpose or for outing purpose. Grocery, apparels and food items are the products

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which are demanded most by the customers of Vashi in big bazaar. The major drawback of big bazaar is

that it lacks in providing enough parking space for its customers. This may discourage the customers to

come to big bazaar and shop as they face difficulty in parking their vehicles. Even though some

customers say that they don’t feel problem in parking their vehicle, it is because of the parking space

available to them by the mall. As it is surveyed it seems that the biggest competitors of big bazaar are

the kirana stores and the discounted specialty stores like Vishal mega mart, Vashi bazaar etc.

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 Suggestions

 Big bazaar should provide large parking space for its customers so that they can easily park their

vehicles.

 Big bazaar should include more of branded products its product category so as to attract the brand

choosy people to come in to big bazaar.

 It should make different cash counters for different customers. Cash counter and credit card payment

counter should be placed differently in order to reduce the rush and save the customer’s time. This will

be a kind of motivator for the customers of big bazaar.

 The service of the sales person is needed to be improved. Personal care should be taken by the sales

person for the customers so that the customers feel good.

 During the off peak hour’s big bazaar should provide some offers to its customers so that people would

be encouraged to come to big bazaar during off peak hours.

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 Limitation of the Study

1. Data don’t represent entire population behavior.

2. It is very difficult to measure perception by means of mathematical calculation.

3. This research was done in Vashi only hence this Conclusion is valid only for Vashi

4. It was assumed that respondent have the knowledge of the choice that were given in the

questionnaire and respondent were compelled to choose only from given alternatives.

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 9 BIBLIOGRAPHY

 www.futurebytes.com

 www.pantaloon.com

 www.retailindia.com

 www.google.com

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ANNEXURE

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 QUESTIONNAIRE
NAME:
OCCUPATION:

AGE: Below 18 18-40 40-60 Above 60

GENDER: Male Female

1) How you came to know about Big Bazaar?

Electronic media Word of mouth Print media Hoarding

2) How often do you shop?

Once a week Fortnightly Once a month

3) Why do you shop at Big Bazaar?

Quality Offer Price
Easy Availability of Product

4) During which offer you shop most?

Wednesday Bazaar Monthly Bachat Bazaar
Weekend offers.

5) What do you mostly shop at the Big Bazaar stores?

Clothing Accessories Groceries
Others (specify) ____________________________________

6) Are you aware of Big Bazaar own brands?

Food Bazaar Tasty Treat Dj &C

7) Are you satisfied with Big Bazaar own brands (e.g Tasty Treat)?
Yes No

8) In which area of operation at Big Bazaar improvement is needed?

Cashier Speed Staff Knowledge Waiting Time Management

Date……… Signature……….

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