A SURVEY REPORT ON

CONSUMER BUYING BEHAVIOUR

TOWARDS
BIG BAZAR

[ A Survey Report submitted to Andhra University, Visakhapatnam in

Partial fulfilment of the Degree of

Bachelor of Commerce (B.com)

B.com-VI Semester
Batch-2017-2020

Submitted to: Submitted by:

Mrs. Jyothsana Kamepalli Vishnu Teja
Project Guide (Regd.No:117133503052)

DEPARTMENT OF COMMERCE & MANAGEMENT STUDIES

SREE KASYAP DEGREE COLLEGE
(Affiliated to Andhra University)
VISAKHAPATNAM
 SREE KASYAP DEGREE COLLEGE
(Affiliated to Andhra University)
VISAKHAPATNAM

CERTIFICATE

This is to certify that the project report submitted on the entitled “A SURVEY REPORT

ON CONSUMER BUYING BEHAVIOUR TOWARDS BIG BAZAR ” being submitted by

KAMEPALLI VISHNU TEJA Regd.No No. 117133503052 (Sixth Semester) in partial

fulfillment for the award of Degree, Bachelor of Commerce to ANDHRA UNIVERSITY

(2018-2019), Visakhapatnam is a bonafied work carried out by him/her under my

guidance and supervision. The result in the record has not been submitted to any other

Universities or institutions.

Place: Visakhapatnam MRS. JYOTHSANA

Date: 18-02-2020 Project Guide

 DECLARATION

I KAMEPALLI VISHNU TEJA hereby declare that the project report submitted on the

entitled“A SURVEY REPORT ON CONSUMER BUYING BEHAVIOUR TOWARDS BIG BAZAR

” submitted to the SREE KASYAP DEGREE COLLEGE, under the guidance of Mrs.

Jyothsana Faculty is my original work. The finding of this report is based on the

information collected by me during the study.

Place: Visakhapatnam K VISHNU TEJA

Date: 18-02-2020 Regd.No:117133503052

 ACKNOWLEDGEMENT

I express my immense gratitude towards Mr.D.Srinivasa Rao, Principal, Sree Kasyap

Degree College, Visakhapatnam for providing facilities to carry out this work.
I wish to express my heart full thanks to our Head of the Department Dr.S..Srinivasa
Rao for their guidance and inspiration in the completion of this project.
I am extremely thankful and pay my gratitude to our Project guide Mrs. Jyothsana for
their valuable guidance and support on completion of this project in it’s presently.
I am also indebted to my parents and friends for their support for completing this project
successfully.
I also take the opportunity to thank all those who helped me in completing my project in
various ways.

Place: Visakhapatnam K VISHNU TEJA

Date: 18-02-2020 Regd.No:117133503052

 TABLE OF CONTENTS
CONTENTS

 CHAPTER-1
 Introduction to the study

 CHAPTER-2

 Review Of Literature

 CHAPTER-3
 Company profile
 CHAPTER-4

 Theoretical Framework

 CHAPTER-5
 Data analysis and interpretation

 CHAPTER-6

 Findings
 Suggestions
 Conclusion
 Bibliography
 Annexure
CHAPTER – 1
➢ INTRODUCTION
TO THE STUDY
INTRODUCTION:

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

The marketing discipline is undergoing fresh re aparisal in the light of the vast global,
technological, economic and social challenges facing today’s companies and countries.
Marketing at its best is about value creation and raising the world’s living standards. Today’s
winning companies are those who succeed most in satisfying, indeed delighting their target
customers.

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

function. It is whole business seen from the point of view of its final result, that is, from the
customer’s point of view. Business success is not determined by the producer but by the
customer”.

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

The term consumer behavior refers to the behavior that consumers display in searching
for purchasing using evaluation and disposing in searching for purchasing using evaluating
and disposing of products and services that they exact will satisfy o how individuals make
decisions to send their available resources (time, money and effort) on consumption related
items. It includes the study of “What they buy”, ”Why they buy”, “When they buy it”, “Where
they buy it”, “how often they buy it” and “how often they use.

DEFINITIONS:

Consumer Behavior (or Buyer Behavior) is broadly defined by various scholars &
researchers as:

1. It’s the behavior displayed by the consumers during the acquisition, consumption and
disposition of products, services, time and ideas by decision making units.
2. It is the body of knowledge which studies various aspects of purchase and
consumption of products and services by individuals with various social and
psychological variables at play.
3. The behavior that the consumers display in searching for, purchasing, using,
evaluating and disposing of products and services that they expect will satisfy their
needs.
 4. The process and activities people engage in when searching for, selecting, purchasing,
using, evaluating, and disposing of products and services so as to satisfy their needs
and desires.
5. The activities directly involved in obtaining, consuming, and disposing of products
and services, including the decision processes that precede and follow these actions.
6. The American Marketing Association (AMA) defines consumer behavior as “The
dynamic interaction of cognition, behavior & environmental events by which human
beings conduct the exchange aspect of their lives.

Consumer behavior is helpful in understanding the purchase Behavior and preferences

of different consumers. As consumers, we differ in terms of sex age, education, occupation,
income, Family setup, religion, nationality and social status. Because of this different
background factors, have different needs and we have only buy those products and services,
which we think, will satisfy our needs.
 DETAILED MODEL OF

FACTORS INFLUENCING CONSUMER BEHAVIOR

Cultural
Factors

Social
Factors
Culture
Reference Personal
groups Factors
Sub
Age and Life Psychological
Culture
Cycle
Family Factors
Occupation
Economic Motivation
Social
Circumstances
Class Perception
Lifestyle
Roles & Personality Learning Buyers
Status and Self
Beliefs and
Concept
Attitudes
 CHAPTER – 2
➢ REVIEW OF LITERATURE
McGoldrick and colleagues (1999)

He offered a model of environment-shopper relationships. The researchers analyzed the influence of

various factors to impulsive purchasing and validated the proposedmodel in the context of seasonal

sales (see figure 2). There are distinguished two factors, influencing consumer’s reaction in shopping

environment, namely the customer’s sociodemographic characteristics and his/her cognitive

characteristics. A consumer’s socio-demographic status determines his/her reaction to the environment,

and probability to buy impulsively. The customer’s reaction depends on his/her beliefs and images

related with environment. In the situation of seasonal sale, some consumers will wait with intention to

save while the others only think about inconveniences during shopping long queues and crowded shops.

Piron (1991)

One of the characteristics of the impulse buying process is that the consumer does not estimate

consequences of impulsive purchasing.Puri’s (1996) framework, Hoch and Lowenstein (1991) model,

Dittmar and colleagues (1995), (1996) models and McGoldrick (1999) model of environment-shopper

relationship depend to consumer impulsive purchase behavior development period covering from 1987

until 2000, where consumer’s perceptions from point of impulsivity and its’ effect are analyzed. The

authors follow the same concept of impulsive buying (an urge to buy immediately). Factors such as

hedonic motives, customer’s sociodemographic characteristics, cognitive characteristics, avoidance of

dissonance, tendency to materialism, differences between gender impulsiveness, self discrepancy

compensation are distinguished by these research works. The limitations of these models are that they

still do not explain why some product categories are bought on impulse.
Dr. G. Janardana, Dr. Mamilla, Rajashekara (2000)

According to his study in their learning “Customer brand loyalty towards corporate retail store (A case

study on Big Bazaar retail store Bangalore)”, to set an image on the mind of consumer towards a

product. This research was investigated how respondents will respond the brand loyalty buying

behavior of the consumer.

Achmad Yanu Alif Flanto, Djumilah Hadiwidjojo, Siti Aisjah, Solimum (2014)

They made a research on the topic “The influence of Brand image on purchase behaviour through brand

trust” identify a mediating role from relationship between brand image and purchase behaviour .

Devendra Joshi (2013)

He made a research on the topic “effect of Branding on Buying Behaviour” this say that consumer will

purchase the product which prefer and which they like It shows the consumer buying behavior.

Baseer Ali Durrani, Danish Iqbal Godil, Mirza Uzair Baig, Sana Sajid (2015)

They made a research on the topic “Impact of brand image on buying behavior among Teenagers” this

research mainly focusing on Teenagers purchasing behavior.

Mohammad Ehsan Malik, Mohammad Mudasar Ghafoor, Hafiz Kashif Iqbal(2013) made a

research on the topic “Impact of brand image and Advertisement on consumer buying behavior”
Harmancioglu and colleagues (2009),

Drew on the theory of reasoned action as a theoretical foundation in building the model of impulse

buying of product innovations. They adopted Fishbein and Ajzen’s (1975) framework by arguing that,

in the context of impulse purchases, purchase intention were not a significant mediator. The

determinants of impulse purchases included consumers’ characteristics (i.e. excitement and esteem) and

prior product knowledge (as influenced by opinion-leaders and compliance to social norms)

Accordingly, Harmancioglu and colleagues (2009) provided an understanding of what drives the

tendency to purchase new products on impulse. First, impulse buying intention did not make a

significant influence on impulse buying behavior. Second, impulse buying intention and impulsive

purchase of innovative products were encouraged by consumers’ desire and necessity for excitement.

Puri (1996)

presented a two-factor cost-benefit accessibility framework based on research on impulsiveness, self-

control, and time inconsistent preferences and built on a hedonic framework, according to which an

individual feels an irresistible urge to buy a product when he or she is exposed to it. Following the

concept of timeinconsistent preferences, on the same ground as Hoch and Loewenstein (1991), when

the consumer is exposed to the stimulus, the benefits of immediate gratification outweigh any future

considerations, such as monetary issues.The main presumption of this model is that impulsive

behaviour of a consumer depends on what s/he will percept better in a buying situation – cost of

purchase benefit – or both of them and individual’s tendency to buy impulsively. In situations where

benefits will exceed the cost, the temptation to succumb to the felt urge is high and is the compelling

force of impulsiveness. In the presented framework by Puri (1996) we see that some new factors appear

that influence consumer impulsive purchase behaviour and were not determined before. These are cost

of purchase benefit, and hedonic values that stimulates impulsiveness.

CHAPTER – 3
➢ COMPANY PROFILE
 COMPANY PROFILE

Big Bazaar was introduced by the Future Group in September 2001 with the opening of

its first four stores in Kolkata, Indore, Bengaluru and Hyderabad within a period of 22 days.

Started by Kishore Biyani, Big Bazaar was launched mainly as a fashion format selling

apparel, cosmetics, accessories and general merchandise. Over the years, the retail chain has

included in cosmetics,I ts portfolio a wide range of products and services, ranging from grocery

to electronics.

The current retail formats of the Future Group include Big Bazaar, Food Bazaar,

Electronic Bazaar and Furniture Bazaar. According to Kishore Biyani, the inspiration

behind this entire retail format was from Saravana Stores, a local store in T. Nagar,

Chennai. Big Bazaar is popularly known as the “Indian Wal-Mart‟ today.

In the second year of operations, Big Bazaar tied up with Indian banking giant ICICI

Bank and launched the Big Bazaar ICICI Bank Card. In the same year, the first Food Bazaar

store was also launched at High Street Phoenix mall in Mumbai, marking the retailer’s entry into

dedicated food retail.

In 2003, Big Bazaar made its foray into small towns and cities. The first store in this

category was launched that year in Nagpur. The franchise also welcomed its 10 millionth

customer at its new store in Gurgaon in the same year.

 Over the next two years, Big Bazaar consolidated its position in the Indian retail

landscape. This phase of growth included the setting up of the Mumbai store in Lower Parel,

which registered a record Rs 10 million turnover in a single day on Diwali-eve in 2004. In 2005,

the first Big Bazaar Exchange Offer was launched, which has quickly gained popularity among

customers. In 2006, further changes in loyalty marketing took place with the launch of the

housewife-centric credit card, Shakti. Jewellery store “Navaras” was also launched that

year within Big Bazaar stores which became the first store-in-store concept to be

launched by the brand. Another dedicated retail format launched in 2006 is Furniture Bazaar.

In 2007, Big Bazaar partnered with a shopping portal Futurebazaar.com and expanded its retail

footprint to 50 stores. The following year, 2008, witnessed by far the fastest growth in terms of

retail expansion for Big Bazaar, with the launch of the 101st store. Joining the league of India’s

brands and voted among the top ten service brands in the country by Bazaar became much more

than a household name. The Bachat Bazaar (Monthly Budget Market) campaign, which provided

significantly low prices and gave discounts on bulk purchases in

the first week of the month. Over the next two years, Big Bazaar carved its own niche in

modern retail and became the largest brand in the hypermarket format. Capturing

one-third of the food and grocery market in modern retail, celebrity endorsements and

tie-ups with other brands allowed it to enhance itsretail footprint. In 2009, Big Bazaar won the

CNBC Awaaz Consumer Awards for the thirdconsecutive year. It was adjudged

the Most Preferred Multi Brand Food & Beverage Chain, Mostred Multi Brand One Stop

Shop.
THE FUTURE GROUP AS GIVEN BY THE GENERAL MANAGER:

“Future Bazaar.com is owned and operated by Future Bazaar India Ltd. (FBIL).

FBIL is a part of the Future Group, India’s largest retain conglomerate. FBIL is the e-

commerce arm of the Future Group. The company was incorporated in 2006 and began

business in 2007.

As part of India’s largest retail chain, we enjoy the benefits of buying in bulk for the

entire group. Out aim is to get you a great range of products at great prices.

Core competency of the business… what makes us different from other.!!

• A choice of more than 20,000 products.

• Delivery across more than 1500 cities and towns in India covering around 16,000 pin
codes.

• Fast deliveries – tie ups with world leaders in logistics & transportation services

• A dedicated customer care helpline for any queries.

• Always offering Manufacturer’s guarantee as opposed to seller’s

guarantee, which most of the other online shopping sites offer.

• Aggressive prices –FutureBazaar.com has the benefit of leveraging the sourcing

network of the Future Group’s retail chains. This sourcing network straddles a wide

range of product requirements, thus being able to offer us economies of scale thereby –

unbelievable prices to it’s customers.

• Unmatched selection of products an Brands - we have more than 20,000 products
which crates the flexibility to offer a large range of choices to customers. We also

have partnerships with most of the brands available in the country, which allows us to

get the latest in the range to our customers. We have been able to create some major

popularity ripples with our corporate clients with products like mobiles, electronics,

laptops, MP3 players, T-shirts, Gift Vouchers and so on.

• Seamless end-to-end Logistics solution – we pride ourselves in having built an end-

to-end logistics solution, right from stocking, dispatching, and delivery confirmation

up to post-sales support. Our back-end infrastructure enables us to service around

15,000 pin codes across India.

• Dedicated Customer Care for online customers as well as corporate clients – We

have a dedicated team straddling client servicing, sourcing, logistics and customer

service for all our customers.

• “our Brand Association” – Most importantly out parentage & association with
humungous retail brands like Big Bazaar, Pantaloons, Central and many more, lends

tremendous amount of trust jj& credibility to our end consumers.”

BIG BAZAAR LOGO:

Big Bazaar – is se sasta aur accha kahin nahi Type –

subsidiary of Pantaloon Group Founded – 2001

Head quarters – Jogeshware, Mumbai, India

Industry – retail

Products – department stores

Parents – Future Group

Website – http://www.bigbazaar.com
 CHAPTER-4
➢ THEORETICAL FRAMEWORK
 OBJECTIVES OF THE STUDY

The main objective is to determine the current consumer behavior levels of the customers
with regards to Big Bazaar.

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

• To assess the behavior level of different type of customers shopping at Big Bazaar.

• To identify what type of strategies are suitable for the company to reach the targeted
customers.

• To find out the factors which influence the consumption of the products in Big Bazaar.

• To find out how the consumers spent their incomes, time on the purchasing of the
products.
 NEED FOR THE STUDY

 Consumer behavior plays a major role for the growth of the company in the modern

market scenario. The basic idea of this study is to find the consumer behavior towards

Big Bazaar. The needs have to be recognized and necessary steps have to be taken to

make the changes.

 The purpose of consumer behavior is not only for retaining the customers but also

attracting new customers and increasing the sales also creating and maintenance of

brand awareness.

 In this competitive market the level of consumer satisfaction decides the success of

any product and any company. The night consumers have to be targeted and the right

strategy should be implemented at the right time. This will give the desired results.
 SCOPE OF THE STUDY

 The scope of the study is to identify the consumer behavior towards Big Bazaar. It is

aimed at enlightening the company about different steps to be taken up to increase the

share of Big Bazaar with regard other competitors and also to make the company to

provide better customer services.

 The scope of the study is only confined to the area covered under Visakhapatnam and

only confined in studying about the consumer behavior towards Big Bazaar.

 The scope of study is to understand, expectations and satisfaction level, of consumers.

 The scope of study is to analyze, the buying motives of the consumers, while making

their purchase decisions

 LIMITATIONS

➢ Time has been a major constraint throughout the study as it has been only for duration
of 20 days.

➢ As this survey was restricted to Hyderabad this cannot be stated as an in depth

research on this subject.

➢ Enough care is taken in formulating the questionnaire, still some errors may creep in.

➢ The consumer behavior varies according to different products.

➢ Quality verses price was not taken into the consideration.

➢ The project is based on the interview methodology by a stured questionnaire and the
jpersonal skills of the person undertaking the project affect the results.
 RESEARCH METHODOLOGY

The survey technique is intended to secure one or more items of information from a

sample of respondents who are representatives of a larger group. The information is recorded

on a form known as questionnaire. As data are gathered by asking questions from persons who

are believed to have desired information, the method is known as questionnaire technique.

Sources of data collections:

1. Primary Data

2. Secondary Data

1) Primary data:

Meaning: Primary sources of data are the data which needs the

personal efforts of collect it and which are not readily available.

Primary source of data are the other type of source through which the data was collected.

Following are few ways in the data was collected:

1. Questionnaires: It is the set of questions on a sheet of paper was being given to the of fill
it, bases on which the data was interpreted.
2. Direct interviewing: Direct interviewing involved the process where I asked the
questions directly to the customers and I got the feedback.

2) Secondary data:

Secondary sources are the other important sources through which the data was

collected.

These are the readily available sources of the data where one had need not put much

effort to collected, because it is already been collected and part in an elderly manner by some

researcher, experts and special.

The secondary sources helpful for the study were

1) Text books like marketing management research methodology

Advertisement and sales promotion etc.

2) Internet was made use for the collection of the data.

3) News papers were also referred.

4) Business magazines were referred.

3) Sample size:

By using judgment random sampling technique 100 respondents are selected for

the purpose of the study.

4) Period of study:

The study is undertaken in the duration of 20 days

5) Research instrument:

The data for this research study was collected by survey technique using interview

method guided by questionnaire.

6) Collection of Data:

Questionnaire and personal interviews are the methods that I have used for

collecting the data.

 CHAPTER – 5
➢ DATA ANALYSIS & INTERPRETATIONS
 CONSUMER BEHAVIOR QUESTIONAIRE
Q1. How do you come to know about Big Bazaar?

Promotion No. of Customers Percentage (%)

Advertisement 80 80

Colleagues references 12 12

Friends/Relatives references 4 4

Any other specify 4 4

Total 100 100

4%
4%

12%

Advertisement
Colleagues references
FriendƒRelatives references
Any other

82%

INTERPRETATION:

From the above study 80% of respondents from Advertisement, 12% of respondents from
Colleagues and 4% of respondents from Friends/Relatives Remaining 4% of respondents from
others.
Q2. How frequently do you visit Big Bizaar?

Particulars No. of Customers Percentage (%)

Once in a week 30 30

Twice in a week 43 43

Once in every 15 days 15 15

Once in a month 12 12

Total 100 100

43%
45%

40%
35% 30%
30%
25%
20% No. of respondents
15%
15% 12%

10%
5%
0%
Once in a Twice in a Once in every Once in a
week week 15 days month

INTERPRETATION:

From the above study,30% of respondents from once in a week, 43% of respondents
from twice in a week and 15% of respondents from every 15 days Remaining 12% of
respondents from every month.
Q3. What is the main purpose of Purchase?â

Particulars No. of respondents Percentage (%)

Personal usage/consumption 71 71

To Gift 19 19

Any other pl. Specify 10 10

Total 100 100

No. of respondents

71%
80%
60%
40% 19%
10%
20%
0% No. of respondents

INTERPRETATION:

From the above table we can conclude that the major numbers of respondent’s of 71%
personal usage, 19% to gift and remaining 10% any other.
Q4. Which category of products do you buy most at Big Bazaar?

Aspects No. of respondents Percentage

Food items 25 25

Clothes 33 33

Electronics 14 14

Furniture 18 18

Any other pl. Specify 10 10

Total 100 100

No. of respondents

35%
30%
25%
20%
33%
15% 25%
10% 18%
14% No. of respondents
5% 10%
0%

INTERPRITATION:

From the above study 25% of respondents from Food items, 33% of respondents from
Clothes and 14% of respondents from Electronics 18% of respondents from furniture and 10%
others.
Q5. You prefer to go in Big bazaar with?

Particulars No. of respondents Percentage (%)

Family members 28 28

Spouse 13 13

Friends 55 55

Others 4 4

Total 100 100

No. of Customers

4%
28%

Family members
Spouse
55%
13% Friends
Others

INTERPRETATION:

From the above study 28% of respondents from Family, 13% of respondents from
Spouse and 55% of respondents from Friends and remaining 4% are others.
Q6. Which mall you like the most in the city?

Particulars No. of respondents Percentage (%)

Big bazaar 72 72

Spencer 15 15

City central 12 12

Hyd central 1 1

Total 100 100

No. of respondents
1%

12%

Big Bazaar
15%
Spencer
City Central
Hyd Central
72%

INTERPRETATION:

From the survey it is observed the 72% of respondents for Big Bazaar, 15% of respondents
for Spencer, 12% of respondents for City central and only 1% of respondents are hyd central.
Q7. What is the reason behind purchasing in Big Bazaar?

Particulars No. of Respondents Percentage (%)

Goo satisfaction over products 10 10

Reasonable prices 78 78

More offers 12 12

Any others 0 0

Total 100 100

No. of respondents

78%
80%
60%
40%
10%
20% 12%
0% 0
No. of respondents
No. of respondents

INTERPRETATION

From the study it is observed that 10% of respondents for Good satisfaction over
products, 78% of respondents for Reasonable prices, 12% of respondents for More offers.
Q8. How do you rate the pricing of products at Big Bazaar?

Particulars No. of Respondents Percentage (%)

Expensive 09 09

Competitive 21 21

Affordable 36 36

Reasonable 34 34

Total 100 100

No. of respondents

9%
21%

Expensive
Competitive
36% Affordable
Reasonable
1.2

INTERPRETATION:

From the above study 09% of respondents from Expensive, 21% of respondents from
Competitive and 36% of respondents from Affordable 34% of respondents from Reasonable.
Q9. Why do you prefer to shop in Big Bazaar?

Particulars No. of respondents Percentage

Availability of adequate stock 16 16
Convenience of location and timing 21 21
Offers and discounts 36 36
Variety of products 27 27
Total 100 100

No. of respondents
40% 36%
35%
30% 27%
25%
21%
20%
16%
15% No. of respondents
10%
5%
0%
Availability of Convenience of Offers and Variety of
adequate stock location and disconts products
timing

INTERPRETATION:

From the above study 16% of respondents from Availability of adequate stock, 21%
of respondents from Convenience of location and timing, and 36% of respondents from offers
and discounts, 27% of respondents from variety of products.
10. what more facility would you like to get at Big Bazaar?

Facilities No. of respondents Percentage (%)

Membership card 18 18

Discount card 53 53

Free parking offers 9 9

Lucky draw 20 20

Total 100 100

No.of respondents

18%

53%
Membership card

1.2 Discount card

Free parking offers
9%
Lucky draw

INTERPRETATION:

From the data specified, 18% of customers are interested in membership card,
whereas 9% are interested in parking offers, 20% are interested in lucky draw but more than
half are interested in discount card i.e.53% by this we can say that most of the customers
prefers to having discount cards at Big Bazaar.
Q11. How often do you ask for Assistance from store staff in selecting you purchase?

Particulars No. of respondents Percentage (%)

Almost always 22 22

Frequently 30 30

Sometimes 40 40

Never 8 8

Total 100 100

No. of respondents

40%
40% 30%
30% 22%
20%
10% 8%
0%
No. of respondents No. of respondents

INTERPRETATION:

From the above data, we decide that 22% of the customers take assistance from staff
always, whereas 30% take help frequently, 40% have take assistance sometimes, and 8% will
not depend on others. From the collected data, we can say that the manority of the customers
take assistance from the store staff sometimes.
Q12. How is your overall experience in Big Bazaar?

Particulars No. of respondents Percentage (%)

Excellent 63 63

Good 27 27

Poor 10 10

Total 100 100

No. of respondents

70% 63%
60%
50%
40%
30% 27%
No. of respondents
20%
10% 10%
0%
No. of respondents
Excellent
Good
Poor

INTERPRETATION:

From the above data, we decide that 63%of the customers overall experience in Big Bazaar is
excellent, 27% of the customers overall experience is Good and only 10% of customers
overall experience is poor. From this we can decide that , the overall customer satisfaction
level is good
Q13. Would you visit Big Bazaar again?

Particulars No. of respondents Percentage (%)

Sure 85 85

May be 12 12

Never 3 3

Total 100 100

No. of respondents
0%

15%

Sure
May be
Never

85%

INTERPRETATION:

From the above table we can conclude that the major numbers of respondents 85% of
the respondents say sure, 12% of the respondents say May be, 3% of the respondents say
Never.
Q14. Do you suggest any one to shop at Big Bazaar?

Particulars No. of respondents Percentage (%)

Yes 85 85

No 15 15

Total 100 100

85
90
80
70
60 yes
50 No
40
30 15
20
10
0
suggest any one to shop at big bazaar

INTERPRETATION:

From the above table we can conclude that the major numbers of respondents Yes, 85%,
which comprises of 15% of the No.
Q15. How do you suggest to Big Bazaar Management to making present Big Bazaar to
more attractive?

Particulars No. of respondents Percentage (%)

To maintain quality products 45 45

Reasonable prices 25 25

Giving more offers and discounts 25 25

Convenience 5 5

Total 100 100

No. of respondents

5%
To maintain quality products
25%
45%
Reasonable prices

Giving more offers and

25% discounts
Convenience

INTERPRETATION:

From the study it is observed that 45% of respondents for To maintain quality
products, 25% of respondents Reasonable Prices, 10% of respondents in Every month, 25% of
respondents for Giving more of offers and discounts, 5% respondents for convenience.
Q15.What is your satisfaction level towards Location of the store?

Satisfaction level No. of respondents Percentage (%)

Highly satisfied 25 25
Satisfied 10 10
Neither satisfied nor dissatisfied 60 60
Dissatisfied 5 5
Highly dissatisfied 0 0
Total 100 100

Satisfaction level based on Location

25
Highly satisfied
Satisfied
Neither satisfied nor dissatisfied
Satisfied
10
Highly dissatisfied
60

INTERPRETATION:

From the above data, we decide that 25% of the customers satisfaction level is highly
satisfied on the basis of location of Big Bazaar, 10% of the customers satisfaction level is
satisfied on the basis of location of Big Bazaar, 60% of the customers satisfaction level is
neither satisfied nor dissatisfied, 5% of the customers satisfaction level is dissatisfied and in
the customers no one’s satisfaction level is highly dissatisfied.
Q16.What is your satisfaction level towards Operating time of the store?

Satisfaction level No. of customers Percentage (%)

Highly satisfied 10 10
Satisfied 50 50
Neither satisfied nor dissatisfied 27 27
Dissatisfied 10 10
Highly dissatisfied 3 3
100 100

Satisfaction level based on Operating time

3%
10% 10%
Highly satisfied

27% Satisfied
Neither satisfied nor dissatisfied
50%
Dissatisfied
Highly dissatisfied

INTERPRETATION:

from the data above specified, 10% of customers are highly satisfied, 50% of the
customers are satisfied, 27% of the customers are neither satisfied nor dissatisfied , 10% of the
customers are dissatisfied , 3% of the customers are highly dissatisfied on the basis of
operating time.
Q17.What is your satisfaction level towards Parking facility of the store?

Satisfaction level No. of customers Percentage (%)

Highly satisfied 30 30
Satisfied 56 56
Neither satisfied nor dissatisfied 6 6
Dissatisfied 7 7
Highly dissatisfied 1 1
100 100

Satisfaction level based on Parking facility

60% 56%

50%

40%
30%
30%
Satisfaction level based on
20% Parking facility

10% 6% 7%
1%
0%
Highly Satisfied Neither Dissatisfied Highly
satisfied satisfied nor dissatisfied
dissatisfied

INTERPRETATION:

from the data above specified, 30% of customers are highly satisfied, 56% of the
customers are satisfied, 6% of the customers are neither satisfied nor dissatisfied , 7% of the
customers are dissatisfied , 1% of the customers are highly dissatisfied on the basis of parking
facility.
Q18.What is your satisfaction level towards Cleanness of the store?

Satisfaction level No. of customers Percentage (%)

Highly satisfied 36 36
Satisfied 22 22
Neither satisfied nor dissatisfied 32 32
Dissatisfied 12 12
Highly dissatisfied 0 0
100 100

Satisfaction level based on Cleanness of store

40%
35%
30%
25%
20% 36%
32%
15%
22%
10% Satisfaction level based on
12% Cleanness of store
5%
0% 0%

INTERPRETATION:

from the data above specified, 36% of customers are highly satisfied, 22% of the
customers are satisfied, 32% of the customers are neither satisfied nor dissatisfied , 12% of the
customers are dissatisfied , 0% of the customers are highly dissatisfied on the basis of
Cleanness of store.
Q19.What is your satisfaction level towards Spacious floor of the store?

Satisfaction level No. of customers Percentage (%)

Highly satisfied 9 9
Satisfied 25 25
Neither satisfied nor dissatisfied 40 40
Dissatisfied 20 20
Highly dissatisfied 6 6
100 100

Satisfaction level based on Spacious shop

floor

40%
40%
25%
30% 20%
20% 9% 6%
10%
0% Satisfaction level based on… Satisfaction level based on
Spacious shop floor

INTERPRETATION:

from the data above specified, 9% of customers are highly satisfied, 25% of the
customers are satisfied, 40% of the customers are neither satisfied nor dissatisfied , 20% of the
customers are dissatisfied , 6% of the customers are highly dissatisfied on the basis of
Spacious shop floor.
Q20.What is your satisfaction level based on easy to locate product?

Satisfaction level No. of customers Percentage (%)

Highly satisfied 80 80
Satisfied 8 8
Neither satisfied nor dissatisfied 3 3
Dissatisfied 9 9
Highly dissatisfied 0 0
100 100

Satisfaction level based on Easy to locate

product
0%
3%
9%

8% Highly satisfied
Satisfied
Neither satisfied nor dissatisfied
Dissatisfied
Highly dissatisfied
80%

INTERPRETATION:

from the data above specified, 80% of customers are highly satisfied, 8% of the
customers are satisfied, 3% of the customers are neither satisfied nor dissatisfied , 9% of the
customers are dissatisfied , 0% of the customers are highly dissatisfied on the basis of Easy to
locate the product.
Q21.What is your satisfaction level based on quality of products?

Satisfaction level No. of customers Percentage (%)

Highly satisfied 2 2
Satisfied 80 80
Neither satisfied nor dissatisfied 10 10
Dissatisfied 8 8
Highly dissatisfied 0 0
100 100

Satisfaction level based on quality of

products
80%
80%
70%
60%
50%
40%
30%
20% 10% 8%
2% 0% Satisfaction level based on
10%
0% quality of products

INTERPRETATION:

from the data above specified, 2% of customers are highly satisfied, 80% of the
customers are satisfied, 10% of the customers are neither satisfied nor dissatisfied , 8% of the
customers are dissatisfied , 0% of the customers are highly dissatisfied on the basis of Quality
of products.
Q22.What is your satisfaction level based on Promotion offers?

Satisfaction level No. of customers Percentage (%)

Highly satisfied 20 20
Satisfied 60 60
Neither satisfied nor dissatisfied 18 18
Dissatisfied 2 2
Highly dissatisfied 0 0
100 100

Satisfaction level based on Promotion offers

70% 60%
60%
50%
40%
30% 20% 18%
20% Satisfaction level based on
10% 2% 0% Promotion ofers
0%

INTERPRETATION:

from the data above specified, 20% of customers are highly satisfied, 60% of the
customers are satisfied, 18% of the customers are neither satisfied nor dissatisfied , 2% of the
customers are dissatisfied , 0% of the customers are highly dissatisfied on the basis of
Promotion Offers.
Q23.What is your satisfaction level based on price of the products?

Satisfaction level No. of customers Percentage (%)

Highly satisfied 4 4
Satisfied 90 90
Neither satisfied nor dissatisfied 3 3
Dissatisfied 0 0
Highly dissatisfied 3 3
100 100

Satisfaction level based on Price of the

product
90%
90%
80%
70%
60%
50%
40%
30%
20% 4% 3% 3% Satisfaction level based on Price
10% 0
of the product
0%

INTERPRETATION:

from the data above specified, 4% of customers are highly satisfied, 90% of the
customers are satisfied, 3% of the customers are neither satisfied nor dissatisfied , 0% of the
customers are dissatisfied , 3% of the customers are highly dissatisfied on the basis of Price of
the product.
Q24.What is your satisfaction level based on staff helpfulness?

Satisfaction level No. of customers Percentage (%)

Highly satisfied 52 52
Satisfied 8 8
Neither satisfied nor dissatisfied 25 25
Dissatisfied 12 12
Highly dissatisfied 3 3
100 100

Satisfaction level based on Staff helpfullness

3%
12%

Highly satisfied
Satisfied
Neither satisfied nor dissatisfied
25% 52%
Dissatisfied
Highly Dissatisfied

8%

INTERPRETATION:

from the data above specified, 52% of customers are highly satisfied, 8% of the
customers are satisfied, 25% of the customers are neither satisfied nor dissatisfied , 12% of the
customers are dissatisfied , 3% of the customers are highly dissatisfied on the basis of staff
helpfulness.
Q25.What is your satisfaction level based on flexibility in payment mode?

Satisfaction level No. of customers Percentage (%)

Highly satisfied 10 10
Satisfied 80 80
Neither satisfied nor dissatisfied 7 7
Dissatisfied 3 3
Highly dissatisfied 0 0
100 100

Satisfaction level based on Flexibility in

payment mode

3%
7% 10%
Highly satisfied
Satisfied
Neither satisfied nor dissatisfied
Dissatisfied
80%
Highly dissatisfied

INTERPRETATION:

from the data above specified, 10% of customers are highly satisfied, 80% of the
customers are satisfied, 7% of the customers are neither satisfied nor dissatisfied , 3% of the
customers are dissatisfied , 0% of the customers are highly dissatisfied on the basis of
Flexibility in Payment mode.
Q26.What is your satisfaction level based on Return value of money?

Satisfaction level No. of customers Percentage (%)

Highly satisfied 5 5
Satisfied 60 60
Neither satisfied nor dissatisfied 35 35
Dissatisfied 0 0
Highly dissatisfied 0 0
100 100

Satisfaction level based on Return of value of

money
0% 0%
5%
35%
Highly satisfied
Satisfied
Neither satisfied nor dissatisfied
60%
Dissatisfied
Highly Dissatisfied

INTERPRETATION:

from the data above specified, 5% of customers are highly satisfied, 60% of the
customers are satisfied, 35% of the customers are neither satisfied nor dissatisfied , 0% of the
customers are dissatisfied , 0% of the customers are highly dissatisfied on the basis of Return
of Value for Money.
CHAPTER – 5
 FINDINGS
 SUGGESTIONS
 CONCLUSION
 BIBLIOGRAPHY
 ANNEXURE
From the responses of 100 customers the findings can be listed as:

❖ As per the findings, all are having the awareness of Big Bazaar. We can say that Big
Bazaar have good place in the minds of the customers.

❖ As per the findings 60% of male customers are come to Big Bazaar for shopping.

❖ The customers who were mainly age guoup of 26- 35 years are shopping at Big Bazaar.

❖ As per findings, Majority of the respondents are interested to shopping at Clothes.

❖ As per the findings, majority of the customers choose the Big Bazaar for availability of
products as well as reasonable prices.

❖ Majority of the customers are rate for affordable pricing in Big Bazaar.

❖ As per findings, as much as 45% of the Respondents to suggest the Big Bazaar to
maintain good quality in products.

.
 SUGGESTIONS

An attempt has been made to suggest to the Big Bazaar a few measures. These suggestions have

been made within the preview of the data available.

1) The company must go for some more promotional activities rather than TV,
advertisement, hoarding and news papers.

2) The company has to conduct the periodical meetings with customers and take their
valuable suggestions.

3) The company may adopt policy of discounts cards and gifts to customers while
purchasing the products.

4) Innovative packaging can give a company an advantage over competitors.

5) The store staff should be trained adequately so as to “convince” the Potential buyers,
because his performance on jobs has great impact on sale of a product.
 CONCLUSION

It is impossible to define ‘consumer behaviour’ in quantitative parameters, what I‘ve tried is to develop

an understanding of consumer‘s thought process and his reactions when exposed to different products

under different conditions.

As a marketer it is imperative to understand what the consumer‘s expectations are from a product, and

how he will react to a marketing initiative taken by you or your team. To understand consumers‘

reaction one must consider various factors that influence the consumer‘s mindset – both, within our

control and the ones not under our control. An acute understanding of these influences can go a long

way in successfully marketing a product.

We began with the consumer realizing that there is a need, then he takes action to fulfill the need, he

makes a decision and makes a purchase to fulfill his desire, finally after the purchase the customer will

evaluate the product as to whether it satisfies him or not, if yes then he again uses the product and

eventually becomes a ‗loyal consumer‘, and that is when a marketer attains his goal
 BIBLIOGRAPHY

Text Books

Consumer Behavior: Albert J. Dells Bittas

Consumer Behavior: David L. Loudon

Principles of Marketing: Philip Kotler Marketing

Management: Philip Kotler

Websites:

www.consumerbehavior.com

www.bigbazaar.com

www.futuregroup.com
 ANNEXURE
QUESTIONNAIRE

1. How do you come to know about Big Bazar?

a) Advertisement b) Colleagues references
b) Friends/Relatives references d)Any other specify

2. How frequently do you visit Big Bazaar ?

a)Once in a week b)Twice in a week

c)Once in every 15 days d)Once in a month

3. What is the main purpose of purchase?

a) Personal usage consumption b) To Gift

c) Any other pl. specify

4. Which category of products do you buy most at Big Bazaar?

a) Food items b) Clothes
b) Electronics d)Furniture

5. You prefer to go in Big Bazaar with ?

a) Family members b) Spouse
c)Friends d) Others

6. Which mall you like most in the city?

a) Big Bazaar b)Spencer

c)City central d) Vizag central

7. What is the reason behimd purchasing in Big Bazaar ?

a)Good satisfaction over products b) Reasonable prices

c)More offers d) Any others

8. How do you rate the pricing of products of Big Bazaar?

a) Expensive b) Competitive

c) Affordable d) Reasonable

9. Why do you prefer to shop Big Bazaar ?

a)Availability of adequate stock b) Convenience of location and timing

c)offers and discounts d) Variety of products

10. What more facility would you like to get Big Bazaar ?

a)Membership card b) Discount card

c)Free packing offers d) Lucky draw

11. How often do you ask for Assistance from store staff in selecting you purchage?

a) Almost always b) Frequntly

b) Sometimes d) never

12.How is your overall experience in Big Bazaar ?

a)Excellent b) Good

c)Poor

13. Would you visit Big Bazaar again ?

a) Sure b) May be

c) Never

14. Do you suggest any one to shop at Big Bazaar ?

a) Yes b) No
15. How do you suggest to Big Bazaar Management to making Big Bazaar to more

attractive ?

a)To maintain quality products b) Reasonable prices

c)Giving more offers and discounts d) Convenience

16. What is your satisfaction level towards Operating time of the store?

a)Highly satisfied b) Satisfied

c)Neither satisfied nor dissatisfied d) Dissatisfied

17. What is your satisfaction level towards location of store?

a)Highly satisfied b) Satisfied

c)Neither satisfied nor dissatisfied d) Dissatisfied e) Highly dissatisfied

18. What is your satisfaction level towards parking of the store?

a) Highly satisfied b) Satisfied

c)neither satisfied nor dissatisfied d) Dissatisfied

19. what is your satisfaction level towards Cleanness of the store ?

a)highly satisfied b) Satisfied

c)Neither satisfied nor dissatisfied d) Dissatisfied

20. What is your satisfaction level towards Spacious floor of the store ?

a) Highly satisfied b) Satisfied

c)Neither satisfied nor dissatisfied d) Dissatisfied

21. What is your level based on easy to locate product ?

a) Highly satisfied b) satisfied

c)Neithe satisfied nor dissatisfied d) Dissatisfied

22. What is your satisfaction level based on quality of products ?

a)Highly satisfied b) Satisfied

c)Neither satisfied nor dissatisfied d) Dissatisfied

23. What is your satisfaction levels based on Promotion offers ?

a)highly satisfied b) Satisfied

c)Neither satisfied nor dissatisfied d) Dissatisfied

24. What is your satisfaction level based on price of the products?

a)Hoghly satisfied b) Satisfied

c)Neither satisfied nor dissatisfied d) Dissatisfied

25. What is your satisfaction level based on staff helpfulness ?

a)Highly satisfied b) Satisfied

c)Neither satisfied and dissatisfied d) Dissatisfied

26. What is your satisfaction level based on flexibility in payment mode ?

a)Highly satisfied b) Satisfied

c)neither satisfied nor dissatisfied d) Dissatisfied

27. What is your satisfaction level based on Return value of money?

a)Highly satisfied b) Satisfied

c)Neither satisfied nor dissatisfied d) Dissatisfied