Finalprojectastudyonthecustomersatisfaction 141016013407 Conversion Gate02 PDF

REPORT
A STUDY ON CONSUMER SATISFACION AT BIG BAZAAR,

MAYUR VIHAR STORE”
SUBMITTED BY:
SHASHI KISHORE
PGDM( 2013-2015)
INDUSTRY MENTOR: FACULTY MENTOR:

AMIT THAKUR (H.R) DR. S. P. SINGH
1
ACKNOLWLEDGEMENT
I would like to gratefully acknowledge the contribution of all the people

who took active part and provided valuable support to me during the course of
this project. To begin with, I would like to offer my sincere thanks to Mr. Amit
Thakur, HR for giving me the opportunity to do my summer training at “BIG
BAZAAR”. ‘Without his guidance, support and valuable suggestions during the
research, the project would not have been accomplished.
My heartfelt gratitude also goes to the entire “Big Bazaar team” for their co-
operation and willingness to answer all my queries, and provide valuable
assistance.
I also sincerely thank Dr.S.P. Singh, my faculty mentor at ITS-IM, who

provided valuable suggestions, shared his rich corporate experience, and helped
me script the exact requisites.
Last, but not least. I would like to thank all the employees for sharing their
experience and giving their valuable time to me during the course of my project.
2
LETTER OF TRANSMITTAL
I.T.S – Institute of Management, Greater Noida,

Approved by AICTE, Ministry of HRD, Govt. of India,
Equivalent to MBA by AIU.
Date: June, 14, 2014

Mr. Amit Thakur
HR Executive
Big Bazaar
Mayur Vihar
Dear Sir,
Re: Summer Project Report
Attached herewith is a copy of my summer-project report “ On the basis of catchment area

analysis finding out below the line promotional strategies for the Private labels of FMCG in
Big Bazaar, Mayur Vihar store”, which I am submitting in order to mark the completion of
my 9-week summer project at your organization. This report was prepared by me using the
best of practices and summarizes the work performed on the project and is being submitted in
partial fulfilment of the requirements for award of diploma.
I would like to mention that the overall experience with the organization was very good, and
helped me to know how work is carried out in real practice with the help of your esteemed
organization. I feel honoured that I got an opportunity to work with FUTURE GROUP,
a company of great repute.
I hope I did justice to the project and added some value to the organization.
Suggestions/comments would be appreciated.
Yours truly,
Shashi Kishore
3
LETTER OF AUTHORIZATION
I, Shashi Kishore, a student of ITS- Institute of Management, hereby declare

that I have worked on project titled “A Study On Consumer Satisfaction at Big
Bazaar, Mayur Vihar store” during my summer internship at “BIG BAZAAR”,
in partial fulfilment of the requirement for the Post Graduate Diploma in
Management program.
I guarantee/underwrite my research work to be authentic and original to

the best of my knowledge in all respects of the process carried out during
the project tenure.
My learning experience at BIG BAZAAR, under the guidance of Mr. Amit

Thakur, HR and Dr. S.P. Singh, Associate Prof. has been truly enriching.
June 21, 2014

Shashi Kishor
4
CONTENTS
Page
No:
LIST OF TABLES 5
LIST OF FIGURES 6
CHAPTER I: INTRODUCTION 8
CHAPTER II: BIG BAZAAR - AN OVERVIEW 13
CHAPTER III: BIG BAZAAR AND CUSTOMER 14
SATISFACTION
CHAPTER IV: ANALYSIS AND INTERPRETATION 15
OF DATA
CHAPTER V: SUMMARY OF FINDINGS, SUGGESTIONS
28
AND CONCLUSION
5
LIST OF TABLES
Table No: Title Page No:
4.1 Age Wise Classification 15

4.2 Sex Wise Classification 17
4.3 Analysis of Price of Products 17
4.4 Analysis of Range of Products 19
4.5 Analysis of Quality of Products 20
4.6 Analysis of Availability of Products 21
4.7 Customer Satisfaction of Store Ambience 22
4.8 Qualities of Store Staff 23
4.9 Customer Satisfaction of Navigation 24
4.10 Customer Satisfaction of Product Display
Around the Store 25
4.11 Response towards billing process at the Store 26
4.12 Overall Experience of Customers 27
6
LIST OF FIGURES
Figure No: Title Page No:
4.1 Age Wise Classification 16

4.3 Analysis of Price of Products 18
4.4 Analysis of Range of Products 19
4.5 Analysis of Quality of Products 20
4.6 Analysis of Availability of Products 21
4.7 Customer Satisfaction of Store Ambience 22
4.8 Qualities of Store Staff 23
4.9 Customer Satisfaction of Navigation 24
4.10 Customer Satisfaction of Product Display
Around the Store 25
4.11 Response towards billing process at the Store 26
4.12 Overall Experience of Customers 27
7
CHAPTER DESIGN
THIS STUDY CONSIST OF FIVE MAJOR CHAPTERS
THEY ARE:
CHAPTER TOPIC
I INTRODUCTION
II BIG BAZAAR AN OVER VIEW
III BIG BAZAAR AND CUSTOMER SATISFACTION
IV ANALYSIS AND INTERPRETATION OF DATA
V SUMMARY OF FINDINGS, SUGGETIONS AND

CONCLUSION
8
CHAPTER I
INTRODUCTION
Customer’s taste and preferences are changing day by day. Identification

of these changes is a major factor because the success of a firm depends on the
ability of the firm to adjust with the attitudes of the customers.
Customer satisfaction is an ambiguous and abstract concept and the

actual manifestation of the state of satisfaction will vary from person to person
and product /service to product /service.
The state of satisfaction depends on a number of both psychological and

physical variables which correlate with satisfaction behavior such as return and
recommend rate.
Essentially customer satisfaction is the extent to which customers are

happy with the service and products provided by a business. It is an important
concept in business because happy customers those most likely to place repeat
orders and explore the full range of products /services offered.
Severe competition occurs in the field of Multi Level Marketing

companies and therefore existence become very difficult. Customer Satisfaction
is a major factor for existence and in order to satisfy the customer, identification
of major factors influencing customer attitude is necessary.
Big Bazaar is a chain of hypermarket in India. Currently, there are 210

stores across 80 cities and towns in India. Big Bazaar is designed as an
agglomeration of bazaars or Indian markets with clusters offering a wide range
of merchandise including fashion and apparels, food products, general
merchandise, furniture, electronics, books, fast food and leisure and
entertainment sections.
9
Big Bazaar is part of Future Group, which also owns the Central
Hypermarket.
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 150 Big Bazaar stores in 80 cities and
towns across India.
Big Bazaar was started by Kishore Biyani, the Group CEO . 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 current format includes Big Bazaar, Food Bazaar, Electronic Bazaar and
Furniture Bazaar.
Customer Satisfaction Factors:

 Technological and engineering or reengineering aspects of product and
services.
 Type and quality of response provided by the supplier.
 Supplier's capability to commit on deadlines and how efficiently they are
met.
 Customer’s service provided by the supplier.
 Complaint management.
 Cost, quality, performance and efficiency of the product.
Measurement of Customer Satisfaction:

Customer satisfaction can be measured by using survey techniques and
questioners. Questions typically include an element of emotional satisfaction of
customers coupled with an element of behavioral satisfaction, as or loyalty to a
particular product or service.
10
Benefits of Customer Satisfaction Service:
The benefits of conducting customer’s satisfaction service are significant
and their impact can last long after the result is analyzed. Customer’s
satisfaction service can use to:
 Identify area that needs improvement
 Increase loyalty
 Identify customer satisfaction.
1.1 STATEMENT OF THE PROBLEM:

In this competitive world lot of multi level marketing companies are there
in market and they have variety of products and services line up as well. Some
of them are going successful and few of them are not doing well. This work is
an attempt to study about a store BIG BAZAAR, which is a really successful
branch of future group. But some of the people are unsatisfied with navigation
problem of BIGBAZAAR.
1.2 SCOPE OF THE STUDY:

The success and failure of a company is purely based on customer’s
satisfaction. Globalization and liberalization has opened up high competition
among the business sector. In order to retain the customers and also to attract
the new customer the company has to concentrate more ion service provided to
the customer. It is through adviser that the customers are being highly
influenced. It is an important aspect in ensuring customer satisfaction and
customer retention. Therefore there arises the need for BIGBAZAAR to find out
the customer satisfaction it is this context that the present study is undertaken.
1.3 OBJECTIVES OF THE STUDY:

 To find out attributes customer chooses a retail outlets like Big Bazaar.
 To find out level of satisfaction from Big Bazaar based on various
parameters.
 To find out to understand why customer preferred Big Bazaar.
11
1.4 METHODOLOGY:
For conducting the study, both primary and secondary data’s have been used.
The major sources of data were collected from Big Bazaar publications,
websites and interview schedule.
In order to have a better representation, a sample of hundred customers was
selected for the study. Well structured interview schedule was fixed with all the
participants. Printed questionnaire were used to record the response from
respondents.
1.5 PERIOD OF STUDY:

The interviews are held during the period for the month April to June.
1.6 LIMITATIONS:
 Some of the respondents were not co operative.
 Time was the major constrain to collect the data.
 The study does not be able to cover the abnormal factors which are likely
to influence the satisfaction of the customer.
1.7 REVIEW OF LITERATURE:

Usha Raj (2005)"A study on customers satisfaction of Mediclaim
insurance policy" with an objective to study the customers awareness about
mediclaim policy and she also find out the fact that the male headed families are
mere interested in mediclaim policies and she suggested that the issue of
mediclaim insurance policies requires number of formalities and insurance
companies take a lot of procedures .The unnecessary formalities and
procedures create delay in the issue of policy and settlement of claim. This will
12
create dissatisfaction among customers so the mediclaim insurance companies
should adopt the customer’s centric approach towards the procedure and
formalities
K.G Manjula (2004) a study on "customer satisfaction Ration shops"

examined the existing system of public distribution system in Kerala, the
consumption pattern of the people at made appropriate suggestion for
improvement. She has found that quality of products bears considerable
significant on customer's satisfaction. She has suggested that quality product at
reasonable price should be offered to needy persons at the right time and due
consideration is to be given to the voice of customers.
Prasanti.S (2004) a study on "customers satisfaction among credit card

holders" with an objective to measure the satisfaction level of credit card
holders regarding the special features of credit cards and she also find out the
fact that more than half of respondents were satisfied with validity period,
security measures, acceptability of credit card etc and she suggested that only
limited number of credit card holders are there in semi urban areas, hence
measure should be adopted to popularize credit card among people in rural and
semi urban areas.
13
CHAPTER II
BIG BAZAAR OVERVIEW
Type Public
Industry Retailing
Founded 2001
Headquarters Mumbai, Maharashtra, India
Products Department store
Employees More than 40000 people
Parent Future Group
Divisions ~100
Website www.Bigbazaar.com
14
CHAPTER III
3.1BIG BAZAAR AND CUSTOMER SATISFACTION

 For the satisfaction of customers Big Bazaar is providing many offers and
loyalty programs. Satisfied customers are the main factors behind the
success of Big Bazaar.
 This may not have gone all right.
 In all such situations the store gave customers a chance to talk.
3.2 CUSTOMER SATISFACTION

Customer satisfaction a term used in marketing is a measure of how products
and services supplied by a company meet customer expectations.
Customer satisfaction is defined as “The number of customers or percentage of

customers, who’s reported experience with a firm, its products r its services
exceeds.
Within organizations, Customer satisfaction rating can have powerful effects.

They focus employees on the importance of fulfilling customer’s expectations.
15
CHAPTER IV
ANALYSIS AND INTRPRETATION OF DATA
This chapter analysis customer feedback based on the data collected

from the sample respondent for the purpose of analysis. The universe of the
study being limited to Mayur Vihar Store. A random sampling model is used to
capture the opinion of the respondents. Factors used for the study are:
 Price of product
 Quality of product
 Assistance of Sales Person
 Ambience
 Variety of products available
 Range of products
 Offers at Big Bazaar
 Display
 Facilities(AC, Trolley)
 Queue time at payment
 Assistance a delivery point
 Availability & charges of parking
16
1. Occupation:-
Occupation
Cumulative
Frequency Percent Valid Percent Percent
Valid home maker 23 .8 23.0 23.0
professional/service 32 1.1 32.0 55.0
self employed/own business 24 .9 24.0 79.0
Student 13 .5 13.0 92.0
Retired 8 .3 8.0 100.0
Total 100 3.6 100.0

Missing System 2705 96.4
Total 2805 100.0
Occupation wise classification reveals that 23% of customer’s come in home

maker, 32% customer’s come at profession/service, 24% in self employed/ own
business, and 13 % come at student and 8% retired.
It is clear from the below diagram.
17
2. GENDER:-
Gender
Cumulative
Valid male 43 1.5 43.0 43.0
female 57 2.0 57.0 100.0
Total 100 3.6 100.0

Total 2805 100.0
Gender wise classification reveals that 43% of respondents are males and 57%
are females.
18
3. AGE:-
Age
Cumulative
Valid 15-25 20 .7 20.0 20.0
25-35 25 .9 25.0 45.0
35-45 39 1.4 39.0 84.0
45-60 10 .4 10.0 94.0
60 above 6 .2 6.0 100.0
Total 100 3.6 100.0

Total 2805 100.0
Age wise classification reveals that 20% of customer’s belonged to age group of
15- 25, another 25% are in the group of 25-35, 39% are in the group of 35-45
and 10% are in the group of 45-60 and 6% are in the group of 60 above.
19
4. HOUSEHOLD INCOME:-
household income
Cumulative
Valid less than 30000/month 39 1.4 39.0 39.0
30000-60000/month 38 1.4 38.0 77.0
60000-100000/month 18 .6 18.0 95.0
more than 100000 5 .2 5.0 100.0
Total 100 3.6 100.0

Total 2805 100.0
Household income wise classification reveals that 39% of customer’s belonged

to income of less than 30000/month, another 38% are in the income of 30000-
60000/month, 18% are in the income of 60000-100000/month, and 5% are in
the income of more than 100000/month.
20
5. MARTIAL STATUS:-
marital status
Cumulative
Valid married 72 2.6 72.0 72.0
unmarried 28 1.0 28.0 100.0
Total 100 3.6 100.0

Total 2805 100.0
Martial status wise classification reveals that 72% of customer’s married and
28% of customer’s are unmarried.
21
6. TYPE OF FAMILY :-
type of family
Cumulative
Valid nuclear 43 1.5 43.0 43.0
joint family 57 2.0 57.0 100.0
Total 100 3.6 100.0

Total 2805 100.0
Type of family wise classification reveals that 43% of customer’s belonged to

nuclear family and 57% of customer’s belonged to joint family.
22
7 . NUMBER OF FAMILY MEMBERS:-
no. of family member
Cumulative
Valid 2-3 19 .7 19.0 19.0
3-4 32 1.1 32.0 51.0
4-5 31 1.1 31.0 82.0
more than 5 18 .6 18.0 100.0
Total 100 3.6 100.0

Total 2805 100.0
No. of family members wise classification reveals that 19% of customer’s

belonged to no of family group of 2, another 32% are in the group of 2-3, 39%
are in the group of 3-4 and 31% are in the group of 4-5 and 18 % are in the
group of more than 5.
23
8 . HOW MANY TIMES DO YOU SHOP FROM BIG BAZAAR:-
how many times do you shop from big bazaar
Cumulative
Valid once a month 5 .2 5.0 5.0
twice a month 24 .9 24.0 29.0
thrice a month 18 .6 18.0 47.0
more than thrice a month 23 .8 23.0 70.0
on need basis 30 1.1 30.0 100.0
Total 100 3.6 100.0

Total 2805 100.0
Shopping wise classification reveals that 5% of customer’s come to once a

month, 24% customer’s do shopping in twice a month, 18 % customer’s do
shopping in thrice a month and 23% customer’s do shopping in more than thrice
a month and 30% customer’s do shopping on need basis.
24
9. ACCORDING TO YOUR PURCHASE LIST WHAT % OF PRODUCT DO YOU
NEARLY GET AT BIG BAZAAR:-
purchase list what percent of product
Cumulative
Valid <50 3 .1 3.0 3.0
50-75 27 1.0 27.0 30.0
75-90 53 1.9 53.0 83.0
100 17 .6 17.0 100.0
Total 100 3.6 100.0

Total 2805 100.0
It is clear from the above table that 3% of the respondents are in the purchase
list what %of product up to <50, 27% of respondents are in % of product of
50-75, 53% are in % of product of 75-90,17 % are included in the product of
100 .
Hence the majority are from the purchase % of 75-90.
25
10. Please rank the following attributes while choosing a retail outlet. The most
important attributes may rank 1, the next imported may be 2 and so on. If necessary
you could give same rank to move than one parameters also:-
Price
Cumulative
Valid very important 49 1.7 49.0 49.0
least important 51 1.8 51.0 100.0
Total 100 3.6 100.0

Total 2805 100.0
It is found from the above table that 49% of the respondents are satisfied with
price and 51% are satisfied with other least important attributes.
26
quality of product
Cumulative
Total 100 3.6 100.0

Total 2805 100.0
quality of product and 49% are satisfied with other least important attributes.
27
Service
Cumulative
Total 100 3.6 100.0

Total 2805 100.0
service and 50% are satisfied with other least important attributes.
28
Ambiance
Cumulative
Total 100 3.6 100.0

Total 2805 100.0
ambience and 49% are satisfied with other least important attributes.
29
variety of product
Cumulative
Total 100 3.6 100.0

Total 2805 100.0
It is found from the above table that 61 % of the respondents are satisfied with
variety of product and 39% are satisfied with other least important attributes.
30
offers of big bazaar
Cumulative
Total 100 3.6 100.0

Total 2805 100.0
offers of big bazaar and 31% are satisfied with other least important attributes.
31
display of big bazaar
Cumulative
Total 100 3.6 100.0

Total 2805 100.0
display of big bazaar and 41% are satisfied with other least important attributes.
32
facilities(ac, trolley)
Cumulative
Total 100 3.6 100.0

Total 2805 100.0
facilities (ac, trolley) and 60% are satisfied with other least important attributes.
33
11. RATE BIG BAZAAR ON THE BASIS OF FOLLOWING PARAMETERS:-
prices of the products
Cumulative
Valid highly satisfactory 13 .5 13.0 13.0
Satisfactory 76 2.7 76.0 89.0
neither satisfactory nor 10 .4 10.0 99.0

dissatisfactory
Dissatisfactory 1 .0 1.0 100.0
Total 100 3.6 100.0

Total 2805 100.0
The above table shows that 76% are satisfied with price of the products and
13% are highly satisfied, 10% are neither satisfied nor dissatisfied and 1% are
dissatisfied.
34
quality of products
Cumulative
satisfactory 59 2.1 59.0 76.0

dissatisfactory
highly dissatisfactory 1 .0 1.0 100.0
Total 100 3.6 100.0

Total 2805 100.0
The above table shows that 59% are satisfied with quality of products and 17%
are highly satisfied, 21% are neither satisfied nor dissatisfied and 2% are
dissatisfied and 1% highly dissatisfied.
35
assistance of sales person
Cumulative
neither satisfactory nor 27 1.0 27.0 92.0

dissatisfactory
Total 100 3.6 100.0

Total 2805 100.0
The above table shows that 51% are satisfied with assistance of sales person and
satisfied.
36
Ambience
Cumulative

dissatisfactory
dissatisfactory 5 .2 5.0 98.0
Total 100 3.6 100.0

Total 2805 100.0
The above table shows that 67% are satisfied with ambience and 14% are highly
satisfied, 12% are neither satisfied nor dissatisfied and 5% are dissatisfied and
2% highly dissatisfied.
37
variety of products available
Cumulative

dissatisfactory
Total 100 3.6 100.0

Total 2805 100.0
The above table shows that 61% are satisfied with variety of products available
and 26% are highly satisfied, 11% are neither satisfied nor dissatisfied and 2%
dissatisfied.
38
range of products
Cumulative

dissatisfactory
Total 100 3.6 100.0

Total 2805 100.0
The above table shows that 71% are satisfied with range of products and 13%
are highly satisfied, 14% are neither satisfied nor dissatisfied and 2% are
dissatisfied.
39
offers at big bazaar
Cumulative

dissatisfactory
Total 100 3.6 100.0

Total 2805 100.0
The above table shows that 62% are satisfied with offers at big bazaar and 24%
are highly satisfied, and 14% are neither satisfied nor dissatisfied.
40
Display
Cumulative

dissatisfactory
Total 100 3.6 100.0

Total 2805 100.0
The above table shows that 62% are satisfied with display at big bazaar and
41
facilities(AC, trolley)
Cumulative

dissatisfactory
Total 100 3.6 100.0

Total 2805 100.0
The above table shows that 38% are satisfied with facilities and 15% are highly
satisfied, 44% are neither satisfied nor dissatisfied and 3% are dissatisfied.
42
queue time at payment
Cumulative

dissatisfactory
Total 100 3.6 100.0

Total 2805 100.0
The above table shows that 60% are satisfied with queue time at payment and
43
assistance a delivery point
Cumulative

dissatisfactory
Total 100 3.6 100.0

Total 2805 100.0
The above table shows that 61% are satisfied with assistance a delivery point
and 11% are highly satisfied, 22% are neither satisfied nor dissatisfied and 6%
are dissatisfied.
44
availability and charges of parking
Cumulative

dissatisfactory
Total 100 3.6 100.0

Total 2805 100.0
The above table shows that 36% are satisfied with availability and charge of
parking and 15% are highly satisfied, 40% are neither satisfied nor dissatisfied
and 6% are dissatisfied and 3% highly dissatisfied.
45
12.YOU GO TO BIG BAZAAR TO PURCHASE:-
you go to big bazaar to purchase
Cumulative
Valid food and grocery 23 .8 23.0 23.0
Apparels 13 .5 13.0 36.0
home and personal care 9 .3 9.0 45.0
all product 55 2.0 55.0 100.0
Total 100 3.6 100.0

Total 2805 100.0
Majority of customers are satisfied with purchase all the product. The above
table shows that 55% are satisfied with all products and 23% are satisfied with
food and grocery, 13% are satisfied with apparels and 9% are satisfied with
home and personal care.
46
13. PLEASE GIVE YOUR VIEW ON BIG BAZAAR FOR THE FOLLOWING
ASPECTS:-
big bazaar is convenient
Cumulative
Valid strongly agree 10 .4 10.0 10.0
agree 86 3.1 86.0 96.0
neither agree nor disagree 4 .1 4.0 100.0
Total 100 3.6 100.0

Total 2805 100.0
The above table shows that 86% are agree with big bazaar is convenient and
10% are strongly agree, 4% are neither agree nor disagree.
47
big bazaar is fashionable
Cumulative
Valid strongly agree 31 1.1 31.0 31.0
agree 57 2.0 57.0 88.0
Total 100 3.6 100.0

Total 2805 100.0
The above table shows that 57% are agree with big bazaar is fashionable and
31% are strongly agree, 12% are neither agree nor disagree.
48
big bazaar is able to provide new , latest and unique products
Cumulative
Valid Strongly agree 6 .2 6.0 6.0
agree 57 2.0 57.0 63.0
neither agree nor disagree 31 1.1 31.0 94.0
disagree 5 .2 5.0 99.0
strongly disagree 1 .0 1.0 100.0
Total 100 3.6 100.0

Total 2805 100.0
The above table shows that 57% are agree with big bazaar is able to provide
new, latest and unique products and 6% are strongly agree, 31% are neither
agree nor disagree and 5% are disagree and 1% strongly disagree.
49
is a good place to see and follow trends that are coming for the new season
Cumulative
Valid Strongly agree 14 .5 14.0 14.0
agree 55 2.0 55.0 69.0
disagree 5 .2 5.0 100.0
Total 100 3.6 100.0

Total 2805 100.0
The above table shows that 55% are agree with is a good place to see and follow
trends that are coming for the new season and 14% are strongly agree, 26% are
neither agree nor disagree and 5% are disagree.
50
is a good place to meet my overall requirements in one go
Cumulative
Valid strongly agree 14 .5 14.0 14.0
agree 66 2.4 66.0 80.0
strongly disagree 1 .0 1.0 100.0
Total 100 3.6 100.0

Total 2805 100.0
The above table shows that 66% are agree with is a good place to meet my
overall requirements in one go and 14% are strongly agree, 19% are neither
agree nor disagree and 1% strongly disagree.
51
52
CHAPTER V
SUMMARY OF FINDINGS, SUGGESTIONS AND
CONCLUSION
The study is an attempt to understand the customer satisfaction of

Big Bazaar, Mayur Vihar.
5.1 Summary of Findings:

1. 32% Professional/ services come in big bazaar.
2. Gender wise classification reveals that 43% of respondents are males and
57% are females
3. Age wise classification reveals that 20% of customer’s belonged to age
group of 15- 25, another 25% are in the group of 25-35, 39% are in the
group of 35-45 and 10% are in the group of 45-60 and 6% are in the group
of 60 above.
4. Household income wise classification reveals that 39% of customer’s
belonged to income of less than 30000/month, another 38% are in the
income of 30000-60000/month, 18% are in the income of 60000-
100000/month, and 5% are in the income of more than 100000/month.
5. Martial status wise classification reveals that 72% of customer’s married
and 28% of customer’s are unmarried.
6. Type of family wise classification reveals that 43% of customer’s belonged
to nuclear family and 57% of customer’s belonged to joint family.
53
7. No. of family members wise classification reveals that 19% of customer’s
belonged to no of family group of 2, another 32% are in the group of 2-3,
39% are in the group of 3-4 and 31% are in the group of 4-5 and 18 % are
in the group of more than 5.
8. Shopping wise classification reveals that 5% of customer’s come to once a
month, 24% customer’s do shopping in twice a month, 18 % customer’s do
shopping in thrice a month and 23% customer’s do shopping in more than
thrice a month and 30% customer’s do shopping on need basis.
9. It is clear from the above table that 3% of the respondents are in the
purchase list what %of product up to <50, 27% of respondents are in % of
product of 50-75, 53% are in % of product of 75-90,17 % are included in
the product of 100 .
10. Majority of the customers are satisfied with the offers of big bazaar.
11. It was clear that most of the customers are satisfied with price of the
product.
12. It was clear that 62% are satisfied with display at big bazaar.
13. It was evident from the study that 71% of customers are satisfied with range
of the products.
14. Majority of the customers are satisfied with the quality of the products.
15. Majority of customers are satisfied with purchase all the product. The above
table shows that 55% are satisfied with all products and 23% are satisfied
with food and grocery, 13% are satisfied with apparels and 9% are satisfied
with home and personal care.
16. Majority of customers are satisfied with store ambience.
17. It was also found that only %of customers are highly satisfied with the
product display, majority are not satisfied with product display.
18. Majority of customers are satisfied with billing process.
19. Overall experience of customers was good.37% of customers is highly
satisfied.46% is satisfied and 23% are dissatisfied.
54
5.2SUGGESTIONS
 The company can carry out more promotional activities.

 Facilities given to the customers can be increased.
 New technologies can be implemented in all departments.
 Can implement an auto display as in Wal-Mart, about the product to help
the customers.
5.3 CONCLUSION
The concept of everything under one umbrella and competitive price brings
more customers to the store. From that we can understand that BIG
BAZAAR provides quality products at low price and thus it justify the
statement ‘Is se sasta aur accha kahin nahi !’
The only problem which can be solved easily is about availability & facilities
(AC, trolley).
The customers are a little bit unsatisfactory that availability & facilities (AC,
trolley) are not up to their expectation.
55
BIBLIOGRAPHY
 Feedback forms
 www.Futurebazaar.com
 www.Google.com
 www.Wikipedia.com
56
INTERVIEW SHEDULE
A Study on Consumer Satisfaction at Big Bazaar
Questionnaire
( I am a student of post graduate diploma in management at I.T.S-Institute of Management, greater Noida, I am
collecting data pertaining to a project of our course work on Business Research Methods. Kindly provide
your valuable time to fill up the questionnaire and this will be used only for academic purpose )
1. Occupation:
a. Home maker b. Professional /Service c. Self employed/Own Business d. Student
e. Retired
2. Gender: a. Male __________ b. Female __________
3. Age: a. 15-25 b. 25-35 c. 35-45 d. 45- 60 e. 60 above
4. Household Income: a. Less than 30,000/month b. 30,000- 60,000/month c. 60,000-

1,00,000 per month d. More than 1,00,000
5. Martial status: a. Married __________ b. Unmarried __________
6. Type of family: a. Nuclear b. Joint family
7. Number of family members:

a. 2 b. 2 - 3 c. 3 - 4 d. 4 - 5 e. More than 5
8. How many times do you shop from Big Bazaar ?

a. once a month b. Twice a month c. Thrice a month d. More than thrice a month
e. On need basis
9. According to your purchase list what percent of product do you nearly get at Big Bazaar
a. <50 b. 50 - 75 c. 75 - 90 d. 100
10. Please rank the following attributes while choosing a retail Outlet. The most important attributes may
be ranked 1, the next imported may be ranked 2 and so on. If necessary you could give same rank to
more than one parameter also.
Attributes Rank
Price
Quality of product
Service
Ambiance
Variety of product
Offers of Big Bazaar
Display of Big Bazaar
Facilities (AC, Trolley)
57
11. Rate Big Bazaar on the basis of following parameters.
Parameters Highly Satisfactory Neither Dissatisfactory Highly

Satisfactory Satisfactory nor Dissatisfa
Dissatisfactory ctory
a. Prices of the
Products
b. Quality of
products
c. Assistance of
Sales person
d. Ambience
e. Variety of
products
available
f. Range of
products
g. Offers at Big
Bazaar
h. Display
i. Facilities
(AC, Trolley)
j. Queue Time
at Payment
k. Assistance a
Delivery
Point
l. Availability
& charges of
Parking
12. You go to Big Bazaar to purchase
a. Food and Grocery

b. Apparels
c. Home and personal care
d. Electronics
e. Furniture and Furnishing
f. All products
58
13. Please give your view on Big Bazaar for the following aspects.
Statements Strongly Agree Neither Agree Disagree Strongly

Agree nor Disagree Disagree
a. Big Bazaar is
convenient
b. Big Bazaar is
fashionable
c. Big Bazaar is
able to provide
new, latest and
unique products
d. Is a good place to
see and follow
trends that are
coming for the
new season
e. Is a good place to
meet my overall
requirements in
one go
14. Any suggestion (s) you would like to give to serve you better in future.
ANSWER: _____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
THANK YOU VERY MUCH FOR PROVIDING YOUR VALUABLE TIME
59

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REPORT

A STUDY ON CONSUMER SATISFACION AT BIG BAZAAR,

INDUSTRY MENTOR: FACULTY MENTOR:

I would like to gratefully acknowledge the contribution of all the people

I also sincerely thank Dr.S.P. Singh, my faculty mentor at ITS-IM, who

I.T.S – Institute of Management, Greater Noida,

Date: June, 14, 2014

Attached herewith is a copy of my summer-project report “ On the basis of catchment area

I, Shashi Kishore, a student of ITS- Institute of Management, hereby declare

I guarantee/underwrite my research work to be authentic and original to

My learning experience at BIG BAZAAR, under the guidance of Mr. Amit

June 21, 2014

Table No: Title Page No:

4.1 Age Wise Classification 15

Figure No: Title Page No:

4.1 Age Wise Classification 16

THIS STUDY CONSIST OF FIVE MAJOR CHAPTERS

II BIG BAZAAR AN OVER VIEW

III BIG BAZAAR AND CUSTOMER SATISFACTION

IV ANALYSIS AND INTERPRETATION OF DATA

V SUMMARY OF FINDINGS, SUGGETIONS AND

Customer’s taste and preferences are changing day by day. Identification

Customer satisfaction is an ambiguous and abstract concept and the

The state of satisfaction depends on a number of both psychological and

Essentially customer satisfaction is the extent to which customers are

Severe competition occurs in the field of Multi Level Marketing

Big Bazaar is a chain of hypermarket in India. Currently, there are 210

Customer Satisfaction Factors:

Measurement of Customer Satisfaction:

1.1 STATEMENT OF THE PROBLEM:

1.2 SCOPE OF THE STUDY:

1.3 OBJECTIVES OF THE STUDY:

1.5 PERIOD OF STUDY:

1.7 REVIEW OF LITERATURE:

K.G Manjula (2004) a study on "customer satisfaction Ration shops"

Prasanti.S (2004) a study on "customers satisfaction among credit card

Headquarters Mumbai, Maharashtra, India

Products Department store

Employees More than 40000 people

Parent Future Group

3.1BIG BAZAAR AND CUSTOMER SATISFACTION

3.2 CUSTOMER SATISFACTION

Customer satisfaction is defined as “The number of customers or percentage of

Within organizations, Customer satisfaction rating can have powerful effects.

This chapter analysis customer feedback based on the data collected

Valid home maker 23 .8 23.0 23.0

professional/service 32 1.1 32.0 55.0

self employed/own business 24 .9 24.0 79.0

Student 13 .5 13.0 92.0

Retired 8 .3 8.0 100.0

Total 100 3.6 100.0

Occupation wise classification reveals that 23% of customer’s come in home

It is clear from the below diagram.

Valid male 43 1.5 43.0 43.0

female 57 2.0 57.0 100.0

Total 100 3.6 100.0

It is clear from the below diagram.

Valid 15-25 20 .7 20.0 20.0

25-35 25 .9 25.0 45.0

35-45 39 1.4 39.0 84.0

45-60 10 .4 10.0 94.0

60 above 6 .2 6.0 100.0

Total 100 3.6 100.0