DISSERTATION PROJECT ON

“Customer Satisfaction towards Big Bazaar”

“Submitted in the Partial Fulfillment for the Requirement of Post Graduate

Diploma in Management”
(PGDM)

Submitted to: Submitted by:

Dr. Neelam Tandon A Sivaram
(Professor) Roll No. 64
Batch: 2018-2020

Jagannath International Management School

Kalkaji, New Delhi
 DECLARATION

This is to certify that I, A Sivaram have completed the Project titled “Customer
Satisfaction towards Big Bazaar” under the guidance of Internal Guide Dr. Neelam
Tandon in the partial fulfillment of the requirement for the award of degree of PGDM
from JIMS, Kalkaji, New Delhi.

This information is used for academic work only. Any resemblance of existing work is
purely coincidental and it has not been submitted elsewhere.

A Sivaram

64/PGDMB/KJ/2018
 CONTENTS
S.no. Description Page
no.
1 Acknowledgement 4

2 Executive Summary 5

3 Chapter: 1 Introduction 6-14

4 Chapter: 2 Company Profile 15-26

5 Chapter: 3 Research Methodology 27-30

6 Chapter: 4 Analysis & Interpretation 31-50

7 Chapter: 5 Findings & Inferences 51-54

8 Chapter: 6 Conclusion & Recommendations 55-57

9 Appendices
58

Bibliography
58

Questionnaire
59-67

Acknowledgement
I would like to express my heartfelt gratitude to our chairman DR. AMIT GUPTA,
JAGANNATH INTERNATIONAL MANAGEMENT SCHOOL, KALKAJI for the extension
of the college facilities which enabled me to complete this project.
I feel obliged to our Director DR. J.K BATRA, for his support and encouragement.

I owe my achievement to the inspiration and kind guidance to respected Dr. Neelam
Tandon, Lecturer and my Internal Guide for her constant encouragement and guidance
throughout the dissertation project without which this project would not have been
successfully possible.

For the completion of this project report, various people have put in their efforts. I would
like to thank and appreciate all the employees of Big Bazaar for their supportive attitude
and for answering my queries which helped me in better understanding of the different
aspects of the retail outlets.

A Sivaram

64/PGDMB/KJ/2018
 CHAPTER-1

INTRODUCTION
 INTRODUCTION

Defining Customer Satisfaction:

It is a measurement or indicator of the degree to which customers or users of an organization’s

products or services are pleased with those products or services.

Customer satisfaction to a company can be defined as:

 The company's ability to fulfill the business, emotional, and psychological needs of its
customers;
 Quality of service delivery expected by the customers.
 An internal drive to satisfy an unsatisfied need of customer.
 Providing good service in a pleasant manner and meeting the customer's expectations;
 The measure of the degree to which a product or service meets the customer's
expectations;
 Comparison of expectations versus actual experience.

Measuring Customer Satisfaction

Most companies say that they believe in great customer service, but few set up a system to
ensure that they provide it. To deliver excellent customer service takes both understanding what
your customers want and the way to see that they receive it.

Delighted Customers Are Profitable:

It is widely accepted that it is almost five times more profitable to sell to an existing customer than
to find a new customer. More important, the difference between satisfied customers and very
satisfied customers can make a big difference in customer repeat business and the profits.
Measuring client satisfaction is very important and distinguishing between degrees of satisfaction
by using customer surveys is crucial.
Measuring Customer Satisfaction

There are several ways to gather input from customers. The simplest way to find out how
customers feel and what they want is to ask them. If you have only 20 customers, you
can talk to each one personally. The advantage of this approach is that you'll get a
personal "feel" for each customer.
The disadvantage is that you'll gather different information from each customer
depending on how the conversation goes.
Customer surveys with standardized survey question insure that you will collect the same
information from everyone. Remember that few of your customers will be interested in
"filling out a questionnaire". It's work for them without much reward. By launching a
customer survey as an attempt to find out "how we can serve you better" -- your
customers will feel less put upon.

Here are a few of the possible dimensions that one could measure:
 Quality of product
 Pricing
 Offers and discounts
 Staff’s behavior
 Complaints or problems
 Billing experience
 Security’s behavior
 Store’s ambience & cleanliness
 Overall experience in store

Satisfaction (and dissatisfaction) affects your organizations bottom line

The value of satisfaction is often underestimated. Loyal customers affect an

organization’s success, which can be difficult to quantify. Loyal customers grow your
business by increasing market share. Over a lifetime, a loyal customer purchases more,
purchases at a premium (they are less sensitive to price), costs less to sell to, and refers
your business to others.
 CHAPTER-2

COMPANY PROFILE
Industry Insight - Indian Retail Industry
The retail sector in India is witnessing a huge revamping exercise as traditional markets
make way for new formats such as departmental stores, hypermarkets, supermarkets
and specialty stores. Western-style malls have begun appearing in metros and second-
rung cities alike introducing the Indian consumer to a shopping experience like never
before.

The Indian Retail Sector

The Indian Retail Sector is at an inflexion point, with changing demographics driving
growth of organized retailing and driving growth in consumption. With an expanding
economy, the country‘s overall retail sector will become a $450 billion (Rs20.85 trillion)
business by 2015.
Along the way, the modern retail business will create about 1.6 million jobs in the next
five years acc. to McKinsey. Modern retailers will not only create employment
opportunities but also would help raise India‘s overall economic productivity and could
also result in lowering prices of goods. With changing demographic and economic profile
of the Indian population, it is believed that India is expected to experience accelerated
consumption over the next few years.
Growth in organized retail
In sharp contrast to the global retail sector, retailing in India – though large in terms of
size – is highly fragmented and unorganized. With close to 12 million retail outlets India
has the largest retail density in the world. However, most of these retail outlets belong to
the unorganized sector. The Indian retail industry is evolving in line with changing
customer aspirations across product groups, with modern formats of retailing emerging.
Organized retail derives its advantages in generating operational efficiencies while
simultaneously catering to rising consumer aspirations. Size drives economies on
procurement, and lowers logistics and marketing costs while delivering better value to
customers in terms of lower price, better quality, greater selection, improved service and
in store ambience.
 COMPANY PROFILE
Future Value Retail Limited is a wholly owned subsidiary of Pantaloon Retail (India) Limited.
Kishore Biyani is the Managing Director of Pantaloon retail (India) Ltd and the Group Chief
Executive Officier of Future Group. Pantaloons family store, an organized retail sector was
opened in 1997. This was followed by the opening of Big bazaar, a uniquely Indian
hypermarket format that democratized shopping in India.
Big Bazaar was launched in September, 2001 with the opening of its first four stores
in Calcutta, Indore , Bangalore and Hyderabad. Currently, there are 214 stores across 90 cities
and towns in India covering around 16 million sq.ft. of retail space. In Tamil Nadu, 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.
Big Bazaar guaranteed that definitely best products offered at the best prices. Over 1,70,000
products under one roof that cater 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 products
available at prices lower than the MRP, setting a new level of standard in price, convenience
and quality, making Big Bazaar, India's favourite shopping destination.

INNOVATIONS:

 Wednesday Bazaar -Big Bazaar introduced the Wednesday Bazaar concept and promoted it as
“Hafte Ka Sabse Sasta Din”. It was mainly to draw customers to the stores on Wednesdays, when
least number of customers is observed. According to the chain, the aim of the concept is "to give
homemakers the power to save the most and even the stores in the city don a fresh look to make
customers feel that it is their day".
 Sabse Sasta Din- With a desire to achieve sales of Rs 26crores in a one single day, Big Bazaar
introduced the concept of "Sabse Sasta Din". The idea was to simply create a day in a year that truly
belonged to Big Bazaar. This was launched on January 26, 2006 and the result was exceptional that
police had to come in to control the mammoth crowd. The concept was such a huge hit that the offer
was increased from one day to three days in 2009 (24 to 26 Jan) and to five days in 2011 (22-26
Jan).

 Maha Bachat- Maha Bachat was started off in 2006 as a single day campaign with attractive
promotional offers across all Big Bazaar stores. Over the years it has grown into a 6 days biannual
campaign. It has attractive offers in all its value formats such as Big Bazaar, Food Bazaar,
Electronic Bazaar and Furniture Bazaar - catering to the entire needs of a consumer.

 The Great Exchange Offer-On February 12, 2009 Big Bazaar launched "The Great Exchange
Offer", through with the customers can exchange their old goods in for Big Bazaar coupons. Later,
consumers can redeem these coupons for brand new goods across the nation.

Several promotion schemes practiced at Big Bazaar

 Online shopping cash on delivery

 Exchange offers like Junk swap offer
 Payback card
 Future card
 Wednesday bazaar
 Brand endorsement by Asin and M. S. Dhoni
 Advertisement (print ad, radio and TV)

CHAPTER -2
 REVIEW OF LITERATURE

REVIEW OF LITERATURE

Customer satisfaction

Customer satisfaction is a highly personal assessment that is greatly influenced by individual

expectations. Some definitions are based on the observation that customer satisfaction or
dissatisfaction results from either the confirmation or disconfirmation of individual
expectations regarding a service or product. To avoid difficulties stemming from the
kaleidoscope of customer expectations and differences, some experts urge companies to
“concentrate on a goal that’s more closely linked to customer equity.”

According to Kotler-Customer satisfaction depends on the product’s perceived performance

relative to buyer’s expectations. If the product performance falls short of expectations, the
customer is dissatisfied. If performance matches expectations, the customer is satisfied. If
performance exceeds expectations, the customer is highly satisfied or delighted.
 Outstanding marketing companies go out of their way to keep important customers satisfied.
Highly satisfied customers make a repeat purchases and tell others about their good
experience with the product. The key is to match customer expectation with company
performance. Smart companies aim to delight customers by promising only what they can
deliver, then delivering more than they promise.

However, although the customer-centered firm seeks to deliver high customer satisfaction
relative to competitors, it does not attempt to maximize customer satisfaction.
A company can always increase customer satisfaction by lowering its price or increasing its
services. But this may result in lower profits. Thus, the purpose of marketing is to generate
customer value profitability. This requires a very delicate balance: The marketer must continue
to generate more customer value and satisfaction but not “give away the house.”

“The gulf between satisfied customers and completely satisfied customers can swallow a business.”

Customer

The question of defining who your customers are seems fairly easy particularly if you have
segmented your market properly and understand who you are trying to satisfy. However
subtlety that frequently goes undetected by many firms is that is that customer set can be
divided into two parts, the apparent customer and the user. The apparent customer is the
person or group of people who decide what product to buy and basically have control over the
purse strings. The user is a person or group who physically uses the product or is the direct
recipient of a service.

Satisfaction

As in defining customer above, defining satisfaction also appears simple. However as with
customer there is a subtlety that needs addressing. Satisfaction by most definitions simply
means meeting the customer’s requirement.
Customer satisfaction is a concept that more and more companies are putting at the heart of
their strategy, but for this to be successful they’re needs to be clarity about, what customer
satisfaction means and what needs to happen to drive improvement. Without this, there is a
risk that customer satisfaction becomes little more than a good intention, with confused
objectives failing to address the real issues for customers, one helpful way to look at the
problem is to rephrase the objectives: set the sights on helping the customers meet their
goals.

Customer satisfaction can be defined in many different ways. Finding the right way for a
company depends on understanding your customer and on having a clear vision of the role
that customer satisfaction is to play in the strategy. For example, a focus on customer
satisfaction can work alongside existing segmentations to support revenue generation from
high value customers or it can be a company-wide objective rooted in the brand values. For
the former, it may be sufficient to focus on improving customer service, but for the latter a
broader definition of customer satisfaction is necessary, closer akin to corporate reputation.

Whatever the strategy for customer satisfaction, it must at least include getting the basics
right. Failing to achieve this can destroy the reputation as well as losing valuable customers.
Every customer, regardless of their economic worth to the business, has the power to
influence – positively or negatively – a company’s reputation. Once the objectives for the
customer satisfaction strategy are defined there are a number of steps we can take to make
sure the focus on customer satisfaction is effective.

Building a company around Customer Satisfaction

With the increase in customer’s demands and competition it has become a lot more important
to base the entire company on customer service. When doing this one must first realize that
every member of an organization plays an active role in customer service. This includes both
external customers and internal customers within a company.

Customer focused organizations focus both on customer satisfaction and profit. Achieving
customer satisfaction generates the profit. In these organizations top management has
frequent contacts with external customers. The top management uses consultative,
participative, and supportive management styles to get through to the customer. The staff
focuses all of its attention on satisfying the customer’s needs. However, the management’s job
is to provide the staff with support necessary to achieve these goals. The other department
and staff in the organization that do not have direct contact with the external customers deal
exclusively with internal customer satisfaction.

RESEARCH REVIEW

Instead of asking whether customers are satisfied, they encourage companies to determine
how customers hold them accountable

As a potential solution to the factor 10/20 vision system level improvements have to be made,
contrary redesigning individual products or processes (Weterings and Opschoor 1992; Vergragt
and Jansen 1993; von Weizsäcker, Lovins et al. 1997; Ryan 1998; Manzini 1999; Brezet, Bijma
et al. 2001; Ehrenfeld and Brezet 2001).

For more than a decade now, a range of studies that address environmentally sound consumer
behaviour, e.g. car use, waste sorting, minimization and recycling practices have been
conducted. However, few studies evaluated consumer acceptance of the PSS concept – a
consumption based on non-ownership of physical products, see, for example, studies on car
sharing schemes (Schrader 1999; Meijkamp 2000), ski rental and washing services (Hirschl,
Konrad et al. 2001).

Besides the information processing perspective, manufacturing analyses consumer behavior by

employing a psychologically grounded concept of attitudes (Balderjahn 1988; Ronis, Yates et
al. 1989; Luzar and Cosse 1998). It is consumer attitudes that are usually named as the major
factor in shaping consumer behavior and a wealth of studies is available on the topic of how
attitudes can predict behavior.

(Anderson, Fornell and Mazvancheryl, 2004) Therefore a firm should concentrate on the
improvement of service quality and charge appropriate fair price in order to satisfy their
customers who would ultimately help the firm to retain its customers (Gustafsson, Johnson
and Roos, 2005).

It is a common phenomenon that the services a brand offers and the price it charges actually
determine the level of satisfaction among its customers, than any other measure (Turel et al.
2006).

Customer’s involvement is also important as when buyer consider the product important and
invests time to seek information then it ultimately enhances the satisfaction level (Russell-
Bennett, McColl Kennedy and Coote, 2007). This satisfaction may influence the concerned
company by repurchase, purchase of more products, positive word of mouth and willingness
of customer to pay more for the particular brand. Any business is likely to lose market share,
customers and investors if it fails to satisfy customers as effectively and efficiently as its
competitors is doing (Anderson, Fornell, and Mazvancheryl, 2004).

According to Kotler and Armstrong (2010) price is the amount of money charged for a product
or service, or the sum of the values that customers exchange for the benefits of having or
using the product or service while Stanton, Michael and Bruce (1994) defined price as the
amount of money or goods needed to acquire some combination of another manufacturing
and its companying services.
But the marketing literature showed researchers’ inclination towards price fairness in relation
with customer satisfaction (Hermann et al., 2007; Kukar-Kinney, Xia and Monroe, 2007;
Martin-Consuegra, Molina and Esteban, 2007). Price fairness refers to consumers’ assessments
of whether a seller’s price is reasonable, acceptable or justifiable (Xia et al., 2004; Kukar-
Kinney, Xia and Monroe, 2007). Price fairness is a very important issue that leads toward
satisfaction. Charging fair price helps to develop customer satisfaction and loyalty.

Research has shown that customer’s decision to accept particular price has a direct bearing at
satisfaction level and loyalty and indirectly (Martin- Consuegra, Molina and Esteban, 2007). In
another study of Herrmann et al., (2007), it was concluded that customer satisfaction is
directly influenced by price perceptions while indirectly through the perception of price
fairness. The price fairness itself and the way it is fixed and offered have a great impact on
satisfaction.

CHAPTER-3
RESEARCH
METHODOLOGY
 CHAPTER – 4

DATA ANALYSIS AND

INTERPRETATION
 Research in common pursuance refers to a search for knowledge in a scientific
and systematic way for pursuant information on a specified topic.
Once the objective is identified that next step is to collect the data which is
relevance to the problem identified and analyze the collected data in order to find out the
hidden reasons for the problem. There are two types of data namely.
1. Primary Data
2. Secondary Data

1. PRIMARY DATA

Primary data is to be collected by the concerned project researcher with relevance

to his problem. So the primary data is original in nature and is collected first hand.

Collection of primary data

There are several methods of collecting primary data particularly in surveys and
descriptive researches. Important ones are as follows:
1. Observation Method
2. Interview Method
3. Questionnaire
4. Schedules and
5. Other methods which include
 Warranty needs
 Distributor audits
 Pantry audits
 Consumer panels
 Using mechanical devices
 Through projective techniques
 In depth interviews and
1) OBSERVATION METHOD:
It is the most commonly used methods especially in studies relating to behavioral
sciences. This method implies the collection of information by way of investigators own
observation, without interviewing the respondents. The information obtained relates to
what is currently happening and is not complicated by either the past behavior or future
intentions or attitudes of respondents.

2) INTERVIEW METHOD
The interview method of collecting data involves presentation of oral, verbal
stimuli and reply in terms of oral-verbal responses. This method can be used through
personal interview and, if possible, through telephone interview.

Personal Interview

The method of collecting information through personal interview is usually

carried out in a structured way. As such we call this interview as structured interviews.
Such interviews involve the use of a set of predetermined questions and of highly
standardized techniques of recording. Thus, the interviewer in a structured interview
follows a rigid procedure laid down, asking questions in a given format and the order
prescribed. As against it, the unstructured interviews are characterized by flexibility of
approach to questioning. Unstructured interviews do not follow a system of pre-
determined questions and standardized techniques of recording information.

3) QUESTIONNAIRE
The researcher and the respondents do come in contact with each other if this
method of survey is adopted. Questionnaires are mailed to the respondents with a request
to return after completing the same. It is the most extensively used method in various
economic and business surveys & research. Questionnaire to be used must be prepared
very carefully so that it may prove to be effective in collecting the relevant information.
Structured questionnaire

Using structured questionnaire method, which contains close-ended questions,

collected the primary data with respect the problem chosen. The questions have some
options, from which the respondents have to choose a choice. As the answers lie within a
specified range they are called close-ended questions.
Open-ended questions are those questions where no choices are given to
respondents and respondents are free to express their choice or answer.
The following sampling method was used.

Sampling:

A non-probability conclusive sampling method was used in the study for data
collection.

Sample size:

The sample was taken from the universe on random sampling basis in Hyderabad.
The sample size designed for this project is 100 keeping in mind the paucity of time and
also the customer base of the organization in the research area.

Research Methodology

A structured questionnaire was prepared and presented to the respondents and

related questions were asked. Questionnaires mainly contained close-ended questions and
a few open ended questions, to identify the reasons for customers satisfaction & their
dissatisfaction.

Secondary data

It is the data already existing, which has gone through some standard analysis.
Under the secondary data, the company’s annual reports, brouchers, pamphlets,
newspapers, journals and internet were taken into consideration.
1) How did you come to know about BIG BAZAAR products?

No. of respondents Percentage

Electronic media 22 22%
Print media 28 28%
Road shows 20 20%
Hoardings 30 30%
Total 100 100%

Knowing about the product:

22%
30%

Electronic media Print media Road shows Hoardings

28%
20%

Interpretation:

30% of the respondents came to know about BIG BAZAAR products from

hoardings while 28% of the respondents came to know from print media and electronic

media was assumed by 22% of the respondents. A small significant 20% of the
respondents replied that road shows have helped them in understanding BIG BAZAAR

products
 2) So how regular are you to BIG BAZAAR?

No. of respondents Percentage

DAILY 04 04%
WEEKLY 23 23%
MONTHLY 36 36%
DURING OFFERS 37 37%
Total 100 100%

Using of the service (in months):

4%
23%

0-6 months
36%
6-12 months
1-2 years
More than 2 years

37%

Interpretation:

From the above table it is seen that 37% of the respondents have been using BIG

BAZAAR products for past one year. While 36% have been using it for more than 1 year,

and a significant 23% of respondents have been using the service for less than six
months. Only 4% of the respondents have been using BIG BAZAAR products for more

than 2 –years.

3) Which department you prefer to shop at BIG BAZAAR?

Type of service No. of respondents Percentage

Dairy 27 27%
Retail 60 60%
Agri 13 13%
Total 100 100%

Kind of service:

13%
27%
Dairy
Retail
Agri

60%

Interpretation

From the above table it can be seen that 60% of them are using retail services,

while 27% are using Dairy services, and the remaining 13% are using Agri services.
4) What is the reason for choosing these service?

No. of respondents Percentage

Less price 20 20%
Quality service 56 56%
Brand image 24 24%
Total 100 100%

Reason for choosing the service:

24% 20%

Less price
Quality service
Brand image

56%

Interpretation

From the above table it is shown that 56% of the respondents are citing quality of

service as the factor. While 24% cited brand image as the reason for choosing the service.

As far as price is concerned only 20% of the respondents have quoted it as the reason for
choosing this service.
5) Which department gives the best offers?

No. of respondents Percentage

Convenience 53 53%
Economical 30 30%
Security 04 04%
Features 13 13%
Total 100 100%
Preferring for this service:

13%

4%

Convenience
Economical
53%
Security
Features
30%

Interpretation

In today’s busy world convenience seems to be the most overriding factor while

preferring a cellular service. It is clear that 53% of the respondents have preferred this

service due to easy & hands free availability, making it convenient to use it. On the other

hand 30% have said economy of the service, while 13% of the respondents have given

features as their choice. While a meager 4% of the said security as the reason for

preferring the service.

 6) Are you satisfied with the quality of service being provided?

No. of respondents Percentage

Yes 85 85%
No 5 5%
To some extent 0 0%
Can’t say 10 10%
Total 100 100%

Satisfaction l with the quality of service:

10%
0%
5%

Yes No
To some extent Can’t say

85%

Interpretation:

From the above table it is clear that 85% of the respondents are satisfied with the

quality of service while a significant number i.e., 10% of the respondents couldn’t say
anything and 5% of the respondents replied they are not satisfied with the quality of

service.

7) Have you faced any problem at the time of purchase & usage?

No. of respondents percentage

Yes 10 10%
No 90 90%
Total 100 100%

Facing of problems:

10 9
0 0
90
80
70
60
50
40
30
1
20
0
10
0 YesNo

Interpretation:
 The above table indicates that at the time of activation only 10% of the

respondents have faced problem with company, and 90% of the respondents have not

face any problem.

8) Who has influenced you, in purchase decision towards BIG BAZAAR Product?
No. of respondents Percentage
Colleagues 25 25%
Friends 60 60%
Family members 15 15%
Others 0 0%
Total 100 100%

Influence on purchase decision:

0%
15%
25%

Colleagues
Friends
Family members
Others

60%
Interpretation:

From the above table it is shown that 60% of the respondents were influenced by

their friends, 25% by their colleagues and 15% by others.

9) Do you know customer awareness program for every month?

No. Of respondents Percentage

Yes 40 40%
No 60 60%
Total 100 100%

Including of activation charges:

60
60

50
40
40

30

20

10 40%60%
0
1 2

Yes 40 40%
No 60 60%

Interpretation:
 The above table is indicating that, from the total respondents of the survey 40%

respondents are aware of the customer program , and the remaining 60% respondents are

completely unaware of this statement, due to lack of communication from the company.

10) Where do you pay your bills?

Periods No. of respondents percentage

At showrooms 100 100%
On delivery 00 00%
Total 100 100%

Place of paying Bills:

 120
100
100

80

60 At showrooms
On delivery
40

20

0 100%0%
0
1 2

Interpretation:

It is clear from the above analysis that the respondents have to pay their post paid

bills at the True-Paid shops only. So 100% of the respondents pay at their dealer outlets

only.

11) Do you prefer online-billing counters for your bill payment like counters
of ATM’s?

Type of service No. of respondents percentage

Yes 99 99
No 01 01%
Total 100 100%
Preferring of online bills:

1%

Yes No

99%

Interpretation:

Of the 100 respondents surveyed 99% of them prefer online counters for their

bills payments as it saves their time & effort, and only 1% of the respondents are not

willing to have the online payment facility.

12) How do you feel about the pricing of BIG BAZAAR services as compared
with other?

No. Of respondents Percentage

Expensive 00 00%
Competitive 96 96%
Can’t say 04 04%
Total 100 100%

Pricing of HERITAG services:

 120

100 96

80
Expensive
60
Competitive
Can’t say
40

20
4
0
0
1

Interpretation:

The feelings of customers of BIG BAZAAR about the pricing of the services is,

96% of them are satisfied and feel the prices are comparable with others and 4% of them

are not satisfied with the pricing of the company as they feel the prices are not

competitive enough.

13) Are you satisfied with the payment of your bills?

No. of respondents Percentage

Yes 10 10%
No 00 00%
To some extent 90 90%
Total 100 100%
Satisfaction with payment:

10% 0%

Yes No
To some extent

90%

Interpretation:

With the above analysis, from the 100 respondents, only 10% are satisfied with

the time given to them for payment of bills, and the remaining 90% of respondents are

not fully satisfied.

14) What is your Opinion on the service availability of Retail?

No. of respondents Percentage

Easily available 100 100%
Not available 00 00%
To some extent 00 00%
Can’t say 00 00%
 Total 100 100%

Interpretation:

The above table indicates that the BIG BAZAAR services of retail services are

easily available in urban areas; this is clarified from 100 respondents surveyed.

15) Is home delivery facility providing by the services is sufficient &

convenient to you?

No. of respondents Percentage

Yes 100 100%
No 00 00%
Total 100 100%
 Opinion about home delivery facility:

0%

Yes No

100%

Interpretation:

From the above analysis it is clear that 100% of the respondents are feeling happy

and feel the home delivery facility is sufficient and convenient to them.

16) Do you feel that the instruments being provided along with the
services is ok or you want a change (as per choice)?

No. of respondents Percentage

Yes, we want change 10 10%
No, it is OK 90 90%
Total 100 100%

Instruments provided with service are ok or not:

10%

Yes, we want change No, it is OK

90%

Interpretation:

From the above table it is clear that 90% of the total 100 respondents don’t want

any change in the instruments being provided by the company, they want as it is. But the

remaining 10% of the respondents are willing to have change in that at some choice, in

terms of certain features as compared with the competitors.

17)Do you recommend these services to your friends, Colleagues & Family?

No. of respondents Percentage

Yes 63 63%
No 37 37%
Can’t say 00 00%
Total 100 100%
Recommendation of the service:

7
6
0
3
6
0

5
0 3
7
4
3
0
0

2
0

1 0
0
0
Ye N Can’t
s o say

Interpretation:

It is clear that 63% of the respondents would recommend the service, while a

significant 37% of the respondents do not want to recommend the service to their friends,

colleagues & family.

18) Do you want any additional features to be included to you service in future?

No. of respondents Percentage

Yes 67 67%
No 23 23%
Total 100 100%
Any additional features:
 80 67
60

40
23
20

0
Yes No

Interpretation:

From the above table it is clear that 67% of the total respondents are desirous of

having some new features like call waiting, GPRS, MMS etc., to be included in this

service in future, and the remaining 23% respondents do not want any changes as far as

the additional features are concerned.

FINDINGS

1. The coverage is limited to only urban areas hence effort should be made to
increase the coverage in semi urban and rural areas as it increases the number of
subscribers

2. BIG BAZAAR should create awareness amongst its customers regarding various
services that are being offered by it by increasing its sales promotion reach.
 3. Special promotional schemes to be launched especially to target youth segment
who take up the new product by having special packages

4. BIG BAZAAR try to focus on the after sales customer support as this is perceived to

be a weak spot, by the consumes and should have responsive call centers to address the

needs of its customers.

5.1.1 SWOT ANALYSIS

STRENGTHS

 It is the largest retail store with good ambience in Royapuram.

 It has goodwill of being a format of Future Group, which has pan India presence.
 It stores up to 160000 SKU’s, which is in itself the biggest offering under one roof for customers..

 Huge parking space as compared to competitors .

WEAKNESS

 No electronic items & furniture to complete the offerings.

 High perishable items like vegetables are kept.
 Security & staff are new and need more experience.
 Cashiering is not up to the mark.

 Cleanliness & hygiene is not up to the standard

 OPPORTUNITY

 TG demands segregation of crowd, as there are few places where they can go, Big Bazaar has a opportunity
to be a outing destination.
 Huge potential for entertainment in the city e.g. F-123, Sports bar, E-Zone etc. can do amazing business.
 Mood of optimism is creeping in the mind of consumers regarding facilities.

THREATS

 A larger mall is coming up in the heart of the city.

 Location is a bit far away from the main city.
 Strong local market with home delivery facility to compete..
Royapuram Customers are less brand conscious & price sensitive on large
 5.2 SUGGESTIONS

 The overall sales satisfaction index from the study reveals that the company is performing very well
and customers buying are much satisfied with the service given to them.

The only couple problem noticed are:

 Some of the customers have complained about the slack in the delivery process and timings.
 Therefore, this is the area which is recommend to the showroom to focus a little bit more. It needs to
improve its delivery process and time.
 Need to become little quick and fast. Some of the customers have also complained about the after
purchase services provided by the showroom.

Even though the complaints are minor, the showroom needs to resolve the customer after
purchase service issues in order to achieve customer satisfaction

CONCLUSION
Conclusion

 The respondents are of BIG BAZAAR, and they came know about the service

from hoardings, print media, primarily and through electronic media and road

shows secondarily.

 The respondents are using BIG BAZAAR since 1 year and below 1 year in

most of the cases.

 The service provided by BIG BAZAAR is used by majority of the respondents

and the reason for choosing it is the quality of the service, followed by brand

image.

 Customer satisfaction of the respondents towards BIG BAZAAR is high;

however a significant number of the respondents are dissatisfied with its

services.

 In purchasing BIG BAZAAR products family appear to be the prime

motivators of the respondents in making their purchase decisions, due to the

special offers being targeted by the company at this segment.

 The respondents are paying their bills at the company show rooms, and these

are also on delivery time.

 The respondents are desirous of having online bill payment service for

convenience as its saves their time, money and effort.

 The instruments being providing with billing service are being well received

by the respondents.
ANNEXURE

QUESTIONNAIRE

Name of the respondent :

Age :
Gender :
Address :

Signature
1) How do you come to know that About BIG BAZAAR products?
a) Electronic Media b) Print media
b) Road shows c) Hoardings
2) So how regular are you to BIG BAZAAR?
a) Daily b) Weekly
c) Monthly d) During Offers
3) Which department you prefer to shop at BIG BAZAAR?
a) FMCGS and Groceries b ) Clothing and Home Fashion
c) Electronics and Furniture d ) Luggage and Stationery
4) What is the reason for choosing these service?
a) Less price b) Quality service
c) Brand image d) Offers
5) Which department gives the best offers?
a) Food Bazaar b) Clothing and Home Fashion
c) Luggage and Stationery d) Electronics and Furniture
6) Are you satisfied with the quality of service being provided?
a) Yes b) No
c) To some extent d) Can’t say
7) Have you faced any problem at the time of purchase & usage?
a) Yes b) No

8) Who has influenced you, in purchase decision towards BIG BAZAAR Product?
a) Colleagues b) Friends
c) Family members d) others
9) Do you know customer awareness program for every month?
a) yes b) No
10) Where do you pay your bills?
a) At showrooms b) on delivery
11) Do you prefer online billing counters for your bill payment like ATM’s?
 a) Yes b) No
12) How do you feel about the pricing of BIG BAZAAR Services as compared with
other?
a) Expensive b) Competitive
c) Can’t say

13) Are you satisfied with the payment of your bills?

a) Yes b) No
c) To some extent
14) What is your opinion on the serviced availability of Retail?
a) Easily available b) Not available
c) To some extent d) can’t say
15) Is home delivery facility providing by the service is sufficient & convenient to
you?
a) Yes b) No
16) Do you feel that the instruments being provided along with the services is OK or
you want any change? (As per your choice)
a) Yes, we want change b) No, it is ok
17) Do you recommend this service to your friends, colleagues & family?
a) Yes b) No
18) Do you want any additional features to be included to your services in future

19) What are the common problems, which you face while using this
service:

20)Please tell us what the Store can do to increase your satisfaction level as our
Customer
Thank you
 5.4 BIBLOGRAPHY

BOOKS:
Balderjahn, I. (1988). "Personality Variables and Environmental Attitudes as
Predictors of Ecologically Responsible Consumption Patterns." Journal of
Business Research 17(1): 51-56.

Mont, O. (2000). Product-Service Systems. Stockholm, Swedish EPA, AFR-report

288: 83.
M arketing research (sixth edition)-naresh k.malkotra
Principles of Marketing management (Philip Kotler)
Marketing Research

WEBSITES:

 www.futurebytes.com

 www.pantaloon.com

 www.retailindia.com

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