A PROJECT REPORT

ON
A STUDY ON BUYING BEHAVIOR OF CUSTOMERS IN BIG
BAZAAR IN NCR REGION

Submitted in partial fulfillment of requirements for the award of Degree

of
Bachelor of Business Administration
of
Maharaja Agrasen Institute Of Management Studies

Supervised by :  Submitted by: 

DR. CHARU MOHLA BISHWAJEET SINGH 

01414701717

  BBA (v semester) 
 

   

1
 DECLARATION

I the undersigned solemnly declare that the Report of the Project Work entitled ​"​A STUDY
ON BUYING BEHAVIOR OF CUSTOMERS IN BIG BAZAAR IN NCR REGION "​, is
based on my own work carried out during the course of my study under the supervision
and guidance of Mohd. W​asiq.

I declare that the statements made and conclusions drawn are an outcome of my Project
Work. I further declare that to the best of my knowledge and belief the Project Report
does not contain any part/work which has been submitted for the award of any other
degree/diploma/certificate in this University or any other University.

___________________
(Bishwajeet singh)
01414701717
BBA-V SEMESTER

2
 CERTIFICATE BY GUIDE 

This to certify that the Report of the Project submitted is the outcome of the Summer
internship project work entitled ​" A STUDY ON BUYING BEHAVIOR OF CUSTOMERS IN
BIG BAZAAR IN NCR REGION " ​carried out by BISHWAJEET SINGH bearing Roll No.
BBA 5a 8 and Enrollment No. 01414701717 Under my supervision and guidance for the
award of Degree in Bachelor of Business Administration of Maharaja Agrasen Institute Of
Management Studies.

To the best of my knowledge and belief, the Report:

i) embodies the work of the candidate,
ii) has duly been completed,
iii) fulfils the requirements of the Ordinance relating to the BBA , and
iv) meets the desired standards for the purpose of which it is submitted.

_______________________

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 ACKNOWLEDGEMENTS

The satiation and euphoria that accompany the successful completion of the project would
be incomplete without the mention of the people who made it possible.

I give my sincere thanks to ​BIG BAZAR LIMITED​ for giving me this wonderful
opportunity to do summer internship

I would like to take the opportunity to thank and express my deep sense of gratitude to my
director sir DR. M.K. BHAT for constantly helping me throughout and providing
inestimable guidance.

I am also grateful to DR. CHARU MOHLA,Class Coordinator,of MAIMS for his valuable
guidance and support at all time and provided me all the necessary information throughout
this summer training project report has been successfully completed.

I would also like to extend my thanks to all those people who has supported me directly or
indirectly, and provided me all the necessary information throughout this project report
completed.

___________________

BISHWAJEET SINGH
01414701717
BBA-V​SEMSTER
4
 ​ F​ C
​TABLE​ O ​ ONTENTS
EXECUTIVE SUMMARY

CHAPTER-I : INTRODUCTION

● OBJECTIVES OF STUDY
● REVIEW OF LITERATURE
● RESEARCH METHODOLOGY
● LIMITATIONS OF THE STUDY
​ CHAPTER-II : ​Profile of the organization

CHAPTER-III : ​Analysis and interpretation of data

CHAPTER-IV : ​conclusion

BIBLIOGRAPHY

ANNEXURES

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 EXECUTIVE SUMMARY

Indian retail sector is witnessing one of the most hectic Marketing activities of all times. The
companies are fighting to win the hearts of customer who is God said by the business tycoons.
There is always a ‘first mover advantage’ in an upcoming sector. In India, that advantage goes to
“BIG BAZAAR”. It has brought about many changes in the buying habits of people. It has created
formats, which provide all items under one roof at low rates, or so it claims. In this project, we will
study its marketing strategies and promotional activities.

The research titled ​‘​A  STUDY  ON  BUYING  BEHAVIOR  OF  CUSTOMERS  IN  BIG 
BAZAAR​’ helps us to understand the effect of promotional strategy which is responsible for
attracting customer towards big bazaar This study helpful to top level management to improve the
present promotional strategy of BIG BAZAAR.

The report deals with the impact of promotional activity which attracting customer towards big
bazaar.

The research was carried out as per the steps of Marketing Research. The well supportive
objectives were set for the study. To meet the objectives primary research was undertaken. The data
collection approach adopted was experimental research & survey research. The instrument used for
the data collection was observation & questionnaire. The target respondents were the visitors of
BIG BAZAAR, with the sample size of 100 for the study of sales management of the company.
Tables & charts were used to translate responses into meaningful information to get the most out of
the collected data. Based on those the inferences have been drawn with peer supportive data.

6
  
 
 
 
 
 
CHAPTER - 1 
 

 
 

7
 INTRODUCTION
 
As customer’s tastes and preferences are changing, the market scenario is also changing from time
to time. Today’s market scenario is very different from that of the market scenario before 1990.
There have been many factors responsible for the changing market scenario. It is the changing
tastes and preference of customer which has bought in a change in the market. Income level of the
people has changed; life styles and social class of people have completely changed now than that of
olden days. There has been a shift in the market demand in today’s world. Technology is one of the
major factors which is responsible for this paradigm shift in the mark. New generation people are
no more dependent on haat market and far off departmental stores. Today we can see a new era in
market with the opening up of many departmental stores, hyper market, shopper’s stop, malls,
branded retail outlets and specialty stores. In today’s world shopping is not any more tiresome
work rather it’s a pleasant outing phenomenon now.

My study is based on a survey done on customers of a hypermarket named big bazaar. Big bazaar
is a new type of market which came into existence in India since 1994. It is a type of market where
various kinds of products are available under one roof. My study is on determining the customer’s
buying behavior of customer’s in big bazaar and the satisfaction level of customers in big bazaar.
My study will find out the current status of big bazaar and determine where it stands in the current
market.

This market field survey will help in knowing the present customers tastes and preferences. It will
help me in estimating the customer’s future needs , wants & demands.

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 ​OBJECTIVES OF THE STUDY

1.​ To find out the buying behavior of the customers coming in to Big Bazaar in
NCR.
2. ​To determine the current status of Big Bazaar.
3. ​To find out the customers response towards Big Bazaar.
4. ​To study the satisfaction level of customers in different attributes of Big Bazaar​.

5.​ To identify main competitors of Big Bazaar.

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 LITERATURE REVIEW

It is worth noting that consumer buying behaviour is studied as a part of the marketing and its main
objective it to learn the way how the individuals, groups or organizations choose, buy use and dispose
the goods and the factors such as their previous experience, taste, price and branding on which the
consumers base their purchasing decisions (Kotler and Keller, 2012).

One of such studies of consumer buying behaviour has been conducted by Acebron et al (2000). The
aim of the study was to analyze the impact of previous experience on buying behaviour of fresh foods,
particularly mussels. In their studies the authors used structural equation model in order to identify the
relationship between the habits and previous experience on the consumer buying decision. Their
findings show that personal habits and previous experience on of the consumers have a direct impact on
the consumers’ purchase decision in the example of purchasing fresh mussels. They also found that the
image of the product has a crucial impact on the purchasing decision of the consumer and further
recommended that the product image should continuously be improved in order to encourage the
consumers towards purchasing.

Another study conducted by Variawa (2010) analyzed the influence of packaging on consumer decision
making process for Fast Moving Consumer Goods. The aim of the research was to analyze the impact
of packaging for decision making processes of low-income consumers in retail shopping. A survey
method has been used in order to reach the research objectives. In a survey conducted in Star Hyper in
the town of Canterville 250 respondents participated. The findings of the research indicate that
low-income consumers have more preferences towards premium packaging as this can also be re-used
after the product has been consumed. Although the findings indicate that there is a weak relationship
between the product packaging and brand experience. However, it has been proven by the findings of
the research that low-income consumers have greater brand experience from the purchase of ‘premium’
products when compared to their experience from purchasing ‘cheap’ brand products.

Lee (2005) carried out study to learn the five stages of consumer decision making process in the
example of China. The researcher focuses on the facts that affect the consumer decision making process

10
on purchasing imported health food products, in particular demographic effects such as gender,
education, income and marital status. The author employed questionnaire method in order to reach the
objectives of the research. Analysis of five stages of consumer decision making process indicate that
impact of family members on the consumer decision making process of purchasing imported health
food products was significant.

The author further explains this by the fact Chinese tradition of taking care of young and old family
members have long been developed and marriage is considered to be extremely important in Chinese
tradition. This reflects in the findings of the study that the purchase of imported health food products
made by a person for the people outside the family is declined significantly by both male and female
Chinese after they get married.

Five Stages Model of consumer decision making process has also been studied by a number of other
researchers. Although different researchers offer various tendencies towards the definitions of five
stages, all of them have common views as they describe the stages in similar ways. One of the common
models of consumer decision making process has been offered by Blackwell et al (2006). According to
him, the five stages of consumer decision making process are followings: ​problem/need recognition,
information search, evaluation of alternatives, purchase decision made and post-purchase evaluation.

Each stage is then defined by a number of researchers varying slightly but leading to a common view
about what each stage involves. For example, according to Bruner (1993) first stage, need recognition
occurs when an individual recognizes the difference between what they have and what they want/need
to have. This view is also supported by Neal and Questel (2006) stating that need recognition occurs
due to several factors and circumstances such as personal, professional and lifestyle which in turn lead
to formation of idea of purchasing.

In the next stage, consumer searches information related to desired product or service (Schiffman and
Kanuk, 2007). Information search process can be internal and external. While internal search refers to
the process where consumers rely on their personal experiences and believes, external search involves

11
wide search of information which includes addressing the media and advertising or feedbacks from
other people (Rose and Samouel, 2009).

Once the relevant information about the product or service is obtained the next stage involves analyzing
the alternatives. Kotler and Keller (2005) consider this stage as one of the important stages as the
consumer considers all the types and alternatives taking into account the factors such as size, quality
and also price.

Backhaus et al (2007) suggested that purchase decision is one of the important stages as this stage refers
to occurrence of transaction. In other words, once the consumer recognized the need, searched for
relevant information and considered the alternatives he/she makes decision whether or not to make the
decision. Purchasing decision can further be divided into planned purchase, partially purchase or
impulse purchase as stated by Kacen (2002) which will be discussed further in detail in the next
chapters.

Finally, post-purchase decision involves experience of the consumer about their purchase. Although the
importance of this stage is not highlighted by many authors Neal et al (2004) argues that this is perhaps
one of the most important stages in the consumer decision making process as it directly affects the
consumers’ purchases of the same product or service from the same supplier in the future.

The most noteworthy writers that serve as academic advocates of The Five Stage Model of consumer
decision making include Tyagi (2004), Kahle and Close (2006) Blackwell et al. (2006), and others.

It is important to note that The Five Stage Model is not the only model related to consumer
decision-making, and there are also a range of competing models that include
Stimulus-Organism-Response Model of Decision Making developed by Hebb in 1950’s, Prescriptive
Cognitive Models, The Theory of Trying (Bagozzi and Warsaw, 1990), Model of Goal Directed
Behaviour (Perugini and Bagozzi, 2001) and others. All of these models are analysed in great detail in
Literature Review chapter of this work.

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Factors Impacting Consumer Buyer Behaviour

It has been established that the consumer buying behaviour is the outcome of the needs and wants of the
consumer and they purchase to satisfy these needs and wants. Although it sounds simple and clear,
these needs can be various depending on the personal factors such as age, psychology and personality.
Also there are some other external factors which are broad and beyond the control of the consumer.

A number of researches have been carried out by academics and scholars on identifying and analyzing
those factors affecting the consumers’ buying behaviour and as a result, various types of factors have
been identified. These factors have been classified into different types and categories in different ways
by different authors. For instance, Wiedermann et al (2007) classified them into internal and external
factor. On the other hand, Winer (2009) divided them into social, personal and psychological factors.
Despite the fact that they have been classified into different groups by different authors they are similar
in scope and purpose (Rao, 2007).

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 RESEARCH METHODOLOGY

The scope of this research is to identify the buying behavior of customers of Big Bazaar in NCR
area. This research is based on primary data and secondary data. Due to time constraint only
limited number of persons contacted. This study only focuses on urban buying behavior of
customers because the research conducted in NCR area. The study does not say anything about
rural buying behavior of customer because rural norms/status/attitude & acceptance of the rural
customers differs with urban customers. The scope of research is limited for NCR area. It provides
help to further the research for organized retail sector in NCR area. It aim to understand the skill of
the company in the area like technological advancement, competition in management.

Technology, customers tastes and preferences play a vital role in today’s generation. Research
Methodology is a set of various methods to be followed to find out various information’s regarding
market strata of different products. Research Methodology is required in every industry for
acquiring knowledge of their products.

Area of study​:
The study is exclusively done in the area of marketing. It is a process requiring care,
sophistication, experience, business judgment, and imagination for which there can be no
mechanical substitutes.

Research Design -
​Exploratory Research.

S​ampling Design​:
​Non Probability sampling- Convenience sampling

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​Sample Size​:
​ 350 Customers

Data Collection ​: -
Data is collected from various customers through personal interaction. Specific
questionnaire is prepared for collecting data. Data is collected with mere interaction and formal
discussion with different respondents. Some other relevant information collected through
secondary data

Tools of Analysis ​: -
The market survey about the techniques of marketing and nature of expenditure is carried
out by personally interacting with the potential customers in Big Bazaar.

15
 Data Collection
Data can be classified under two categories depending upon the sources utilized. These categories
are,
i) Primary data ii) Secondary data

DATA COLLECTION
Data is collected by using various methods. For the purpose of fulfilling the objective of study and
for completing the Research project Report, both primary and secondary data collected.
PRIMARY SOURCES:
Questionnaire
Keeping in view the objective of study a questionnaire (as given Annexure) was selected there is
Twenty in all. All questions are small in size and arranged logically. The language is simple to
understand.

Interview
Information was also obtained by conversation with Customers .they were interviewed personally.
SECONDARY DATA: The second information is taken from company document available on
websites
The other related journals information and industry association’s sites have also been viewed.

SAMPLING DESIGN

In the backdrop of objective set, a sample study conducted in Delhi& NCR.

SAMPLE SIZE: 350 CONSUMERS contacted during this research work. The nature of sampling
is NON PROBABITITY –CONVINANCE SAMPLING helped in keeping the path of research in
focus throughout the work.

Collection of the questionnaire

Sufficient time was given to the respondents to answer the questionnaire.

Problem faced while collecting and filling questionnaire

16
Some of the respondents were hesitant to answer the questionnaire.
Some respondents did not want to answer the questionnaire, so they left it unanswered.
Where the respondents did not find the relevant answer in his choice provided, they added they
added their own choice or left it unanswered.

Tabulation
After all the questionnaires were collected back, the responses were tabulated.
Each answer of the respondent was tabulated to its respective category.

17
 CHAPTER-2
PROFILE OF THE ORGANIZATION

18
 COMPANY PROFILE

BOARD OF DIRECTORS

Mr. Kishore Biyani, Managing Director

Kishore Biyani is the Managing Director of Pantaloon Retail (India) Limited and the Group Chief
Executive Officer of Future Group.

Mr. Gopikishan Biyani, Wholetime Director

Gopikishan Biyani, is a commerce graduate and has more than twenty years of experience in the
textile business.

Mr. Rakesh Biyani, Wholetime Director

Rakesh Biyani, is a commerce graduate and has been actively involved in category management;
retail stores operations, IT and exports. He has been instrumental in the implementation of the
various new retail formats.

Mr. Ved Prakash Arya, Director

Ved Prakash Arya, is an engineer by training and is a graduate of the Indian Institute of
Management, Ahmedabad. Prior to joining Pantaloon Retail, he was the CEO of Globus.

Mr. Shailesh Haribhakti, Independent Director

Shri Shailesh Haribhakti, is a Chartered Accountant, Cost Accountant, and a Certified Internal
Auditor. He is the Deputy Managing Partner of Haribhakti & Co., Chartered Accountants and past
president of Indian merchant Chambers. He is on the Board of several Public Limited Companies,
including Indian Petrochemicals Corporation Ltd., Ambuja Cement Eastern Ltd. etc. He is on the
Board of Company since June 1, 1999.

19
Mr. S Doreswamy, Independent Director

S. Doreswamy, is a former Chairman and Managing Director of Central Bank of India and serves
on the board of DSP Merrill Lynch Trustee Co and Ceat Limited

Dr. D O Koshy, Independent Director

D. O. Koshy, holds a doctorate from IIT, Delhi and is the Director of National Institute of Design
(NID), Ahmedabad. He has over 24 years of rich experience in the textiles and garment industry
and was instrumental in the setting up of NIFT centres in Delhi, Chennai and Bangalore. He is a
renowned consultant specializing in international marketing and apparel retail management.

Ms. Anju Poddar, Independent Director

Anju Poddar, holds a Bachelor of Engineering from University of Oklahoma and is a Director,
NIFT, Hyderabad chapter. She also serves on the board of Maharishi Commerce Ltd and Samay
Books Ltd,

Ms. Bala Deshpande, Independent Director

Bala Deshpande, is Independent Director, Pantaloon Retail (India) Ltd. and also serves on the
boards of Deccan Aviation, Nagarjuna Construction, Welspun India and Indus League Clothing
Ltd,

Mr. Anil Harish, Independent Director

Anil Harish, is the partner of DM Harish & Co. Associates & Solicitors and an LLM from
University of Miami. He also serves on the board of Mahindra Gesco, Unitech, IndusInd Bank and
Hinduja TMT,

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 Major Milestones

1987 Company incorporated as Manz Wear Private Limited. Launch of Pantaloons trouser,
India’s first formal trouser brand.
1991​ Launch of BARE, the Indian jeans brand.
1992​ Initial public offer (IPO) was made in the month of May.
1994 The Pantaloon Shoppe – exclusive menswear store in franchisee format launched
across the nation. The company starts the distribution of branded garments through
multi-brand retail outlets across the nation.
1995​ John Miller –Formal shirt brand launched.
2006​ Pantaloons – India’s family store launched in Kolkata.
​2012 Big Bazaar, ‘Is se sasta aur accha kahi nahin’ - India’s first hypermarket chain
launched.
​2013​ Food Bazaar, the supermarket chain is launched.
​2014 Central – ‘Shop, Eat, Celebrate in the Heart of Our City’ - India’s first seamless mall
is launched in Bangalore.
2015​ Fashion Station - the popular fashion chain is launched
2016 Future Capital Holdings, the company’s financial arm launches real estate funds
Kshitij and Horizon and private equity fund In division. Plans forays into insurance and
consumer credit. Multiple retail formats including Collection i, Furniture Bazaar, Shoe
Factory, EZone, Depot
and futurebazaar.com are launched across the nation. Group enters into joint venture agreements
with ETAM Group and Generali.
2017​- future group cross $1 billion mark.
2018​- future group holding becomes the second group company to make a successful
initial public offering in the Indian capital market.

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 LAYOUT INDEX

1. HELP DESK
2. KIDS ACCESSORIES
3. JACKETS
4. BABA SUITS
5. LADIES TOPS
6. TRIAL ROOM
7. PILLARS USED FOR DISPLAYING INFORMATION (SIZE CHART, SECTION
DESCRIPTION)
8. WOOLEN CLOTHS FOR KIDS
9. WINTER WEAR
10. KIDS CASUAL WEAR
11. KIDS JEANS AND SHORTS
12. INFANT SHIRTS AND T-SHIRTS
13. MEN ACCESSORIES – SUNGLASSES, WRIST WATCHES ETC
14. SOFT TOYS
15. HOME DECORATIVE ITEMS
16. MUSIC COUNTER
17. LADIES ETHINIC
18. LADIES WESTERN
19. LADIES FORMALS(OFFICE WEAR)
20. LADIES ACCESSORIES – LINGERIES
21. LADIES PERFUMERIES
22. LADIES COSMETICS
23. LUGGAGE
24. FOOTWEAR
25. SPORTS
26. SCHEME BASED PROMOTIONAL ITEMS
27. CASH COUNTER
28. HOME FURNISHING (CURTAIN CLOTHS, CARPETS)
29. MEN FORMAL SHIRTS
30. MEN TROUSERS
31. MEN SUITS AND BLAZERS
32. MEN FABRICS

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 DESCRIPTION

HELP DESK – ​As you can see from the layout, the Help Desk is located in a place where
everyone has their first sight that is in front of the entrance. This shows that when a person enters in
to big bazaar it can get all information about the stores of big bazaar from the person sitting in the
help desk. Help Desk uses paging service as a tool for the convenience of its employees and
customers.

KIDS SECTION – ​The kids section is located just at the left corner of the entrance of big
bazaar. In the kid’s section kid’s accessories like diapers, trolleys, suckers, water bottles are
available in one part. Kid’s jackets and baba suits are available in another part. Kids casual wear
(jeans and shorts) are placed in one part of it and infant shirts & t-shirts are also placed in another
part. In this section the pillars are used for displaying information like size chart and section
description. The apparels are available at a price of Rs59 onwards.

MENS SECTION – ​Next to it is the men’s section that is in the center. It is divided in to five
parts. At one part men formal shirts are available. In other parts men trousers, suits and blazers,
fabrics and ethnics are available respectively. Here the price ranges from a minimum of Rs99 to
Rs899.

LADIES SECTION – ​Next to it is the ladies section that is in the extreme right side. The
ladies section is segregated in to seven parts. Ladies section starts from ladies ethnics, ladies
western wear, ladies formals (office wear), ladies accessories – lingerie’s, ladies perfumeries, and
ladies cosmetics respectively. Here the price of the apparel ranges from Rs99 to Rs1000 approx.

Promotional scheme ​– ​With an add on to the above products there are various other products
which are available with a promotional scheme. The various products under this scheme includes
girl t-shirts, infant winter wear etc.

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Non-Promotional scheme – ​There are various other products available without any
promotional scheme which includes jeans, infant baba suits, infant t-shirts, kids night wear, kids
salwar suits etc.

Sports Store – ​At the extreme corner there is a sports store where various kinds of sport items
are available.

Food Bazaar – ​The food bazaar is in the 1​st floor of the building. Various kinds of food items,
fruits and vegetables are available there. Sitting arrangements are well made so that people can sit
and take tea, coffee or snacks or any other food item and can relax.

Cash Counter​ – ​The cash counter is located just near the exit

Future Group

Future Group is one of the country’s leading business groups present in retail, asset management,
consumer finance, insurance, retail media, retail spaces and logistics. Future Group is present in 61
cities and 65 rural locations. The group’s flagship company, Pantaloon Retail (India) Limited
operates over 10,000,000 square feet (930,000 m​2​) of retail space, has over 1,000 stores and
employs over 30,000 people. Some of its leading retail formats include Pantaloons, Big Bazaar,
Central, Food Bazaar, Home Town, eZone, Depot, Future Money and online retail format
www.futurebazaar.com.

Future Group companies includes, Future Capital Holdings, Future Generali India, Indus League
Clothing and Galaxy Entertainment which manages Sports Bar, Brew Bar and Bowling Co. Future
Capital Holdings, the group’s financial arm, focuses on asset management and consumer credit. It

24
manages assets worth over $1 billion that are being invested in developing retail real estate and
consumer-related brands and hotels.

The group’s joint venture partners include Italian insurance major Generali, French retailer ETAM
group, US-based stationary products retailer Staples Inc and UK-based Lee Cooper and India-based
Talwalkar’s, Blue Foods and Liberty Shoes.

Future Group’s vision is to, “Deliver Everything, Everywhere, Everytime to Every Indian
Consumer in the most profitable manner.” The group considers ‘Indian-ness’ as a core value and its
corporate credo is - Rewrite rules, Retain values.

25
 MAJOR INDIAN RETAILERS

The low-intensity entry of the diversified Mahindra Group into retail is unique because it
plans to focus on lifestyle products. The Mahindra group is the fourth large Indian business group
to enter the business of retail after Reliance Industries Ltd, the Aditya Birla Group, and Bharti
Enterprises Ltd. The other three groups are focusing either on perishables and groceries, or a range
of products, or both.
RPG Retail-Formats​: Music World, Books & Beyond, Spencer’s Hyper, Spencer’s Super, Daily
& Fresh
Pantaloon​ ​Retail​-​Formats​: Big Bazaar, Food Bazaar, Pantaloons, Central, Fashion Station, Brand
Factory, Depot, aLL, E-Zone etc.
The Tata Group-Formats​: Westside, Star India Bazaar, Steel junction, Landmark, and Titan
Industries with World of Titans showrooms, Tanishq outlets, Chroma.
K Raheja Corp Group-Formats​: Shoppers’ Stop, Crossword, Hyper City, In orbit
Lifestyle International-Lifestyle, Home Centre, Max, Fun City and International Franchise brand
stores.
Pyramid Retail-Formats​: Pyramid Megastore, TruMart
Nilgiri’s-Formats​: Nilgiri's’ supermarket chain
Subhiksha-Formats​: Subhiksha supermarket pharmacy and telecom discount chain.
Trinethra- Formats​: Fabmall supermarket chain and Fabcity hypermarket chain
Vishal Retail Group-Formats​: Vishal Mega Mart

26
 ORGANIZATIONAL CHART

Big Bazaar: Is se sasta aur acha kahin nahin

Big bazaar is the company’s foray into the world of hypermarket discount stores, the first of its
kind in India. Price and the wide array of products are the USP’s in Big Bazaar. Close to two lakh
products are available under one roof at prices lower by 2 to 60 per cent over the corresponding
market prices. The high quality of service, good ambience, implicit guarantees and continuous

27
discount programmes have helped in changing the face of the Indian retailing industry. A leading
foreign broking house compared the rush at Big Bazaar to that of a local suburban train.

Food Bazaar – Wholesale prices

Food Bazaar’s core concept is to create a blend of a typical Indian Bazaar and International
supermarket atmosphere with the objective of giving the customer all the advantages of Quality,
Range and Price associated with large format stores and also the comfort to See, Touch and Feel
the products. The company has recently launched an aggressive private label programme with its
own brands of tea, salt, spices, pulses, jams, ketchups etc. With unbeatable prices and vast variety
(there are 42 varieties of rice on sale), Food Bazaar has proved to be a hit with customers all over
the country.

Big Bazaar

Big Bazaar is a chain of shopping malls in India, owned by the Pantaloon Group and which work
on Wal-Mart type economies of scale. They have had considerable success in many Indian cities
and small towns. Big Bazaar provides quality items but at an affordable price. It is a very
innovative idea and this hypermarket has almost anything under one roof….Apparel, Footwear,
Toys, Household Appliances and more. The ambience and customer care adds on to the shopping
experience.

Is Se Sasta Aur Accha Kahin Nahin !!

What's in store for you at Big Bazaar?

1,70,000 products at 6- 60 % discount.

At Big Bazaar, you will get : A wide range of products at 6 – 60 % lower than the corresponding
market price, coupled with an international shopping experience.

28
If you deal in the categories mentioned there's a big deal of success
for you.

Products available in Big bazaar

Apparel and Accessories for Men, Women and Children.

Baby Accessories.
Toys Luggage
Cosmetics
Home Textiles Linens
Crockery
Home Needs Sarees
Dress Materials Suiting &
Household Appliances Stationery
Shirting
Household Plastics Utensils &
Electrical Accessories
Hardware Utilities
Electronics
Home Decor
Footwear

Food Bazaar’s ​core concept is to create a blend of a typical Indian Bazaar and International
supermarket atmosphere with the objective of giving the customer all the advantages of Quality,
Range and Price associated with large format stores and also the comfort to See, Touch and Feel
the products.

'FOOD BAZAAR' ​a division of Pantaloon Retail India Ltd is a chain of large supermarkets with
a difference. It was flagged off in April'02.With store sizes ranging from 8,000 sq ft to 15,000 sq.
ft. in Mumbai (two stores), Kolkata, Bangalore & Hyderabad, it is opening more stores at Gurgaon
(Delhi), New Bombay & Nagpur. It currently caters to over 1.2 million customers every day across
4 outlets in India and is soon set to expand and double this figure across 8 outlets all over the
country by June 2003.
Food Bazaar offers the Indian consumer the best of Western and Indian values. The western values
of convenience, cleanliness and hygiene are offered through pre packed commodities and the
Indian values of "See- Touch- Feel" are offered through the “Mandi” atmosphere created by

29
displaying staples out in the open, all at very economical and affordable prices without any
compromise on quality. This satisfies the Indian consumer and comforts her before making her
final buying decision. At other super markets, the consumer is deprived of this factor.
Truly the Indian consumer now agrees with Food Bazaar: ​"Ab Ghar Chalaana kitna
Aasaan”​. ​This positioning platform of Food Bazaar is evident from the higher discounts and the
wholesale price-points which is below MRP.

Food Bazaar represents the company’s entry into food retail and is
targeted across all classes of population. Food Bazaar replicates a local ‘mandi’, to provide the
much important ‘touch & feel’ factor which Indian housewives are used to in the local bazaar.
Food Bazaar has over 50,000 stock keeping units which cover grocery, FMCG products, milk
products, juices, tea, sugar, pulses, masalas, rice wheat etc, besides fruits and vegetables. All
products are sold below MRP and discounts range between 2% to 20%. Fruits and vegetables are
sold at prices comparable to wholesale prices.

30
 CHAPTER-3
ANALYSIS AND INTERPRETATION

31
ANALYSIS

I have done a market field survey on big bazaar. I have surveyed around 350 respondents of Delhi
& NCR who come to visit big bazaar. A specific questionnaire is prepared for the customers and
data is obtained from them by moving around big bazaar and personally interacting with them. The
customers gave me valuable information regarding their consumption pattern in big bazaar. I
collected all those information and a proper analysis is done.

All the analysis and its interpretations are discussed below. Each of the analysis is done as per the
information obtained from the customers and a serious interpretation has been done to best of my
effort.

32
 Customer s monthly income
Higher income Group 5%
Middle Income Group 50%
Lower Income Group 20%

Analysis: ​The above DATA shows the distribution of income level of customers coming in to
big bazaar. Among the 350 respondents 50% of customers are of middle income level that is
between Rs10000 – 40000 per month. Least number of customers visiting Big bazaar are the higher
income level people (> Rs.60000 pm) that constitute only 5%. The lower income level of people
coming to big bazaar constitutes of 20%. 25% of people belong to no income group which mostly
consists of students.

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

because of its reasonable price on its each product category. The higher level income group people
don’t prefer to do shopping in big bazaar as it doesn’t deal with branded products. The higher level
income group people are very status conscious and their psychology is such type that they don’t
prefer much to visit big bazaar as it is a discounted store. The lower income group people come in
to big bazaar as they get goods at a discounted price. Hence big bazaar should include branded
products in its product category which will encourage higher income group people to come in to
big bazaar. Probably not much of lower income group people come to big bazaar as they don’t like
to have any shopping experience rather they just go for nearby store where they can get their
necessity goods. Even they purchase goods on a regular basis on a small quantity. So they don’t
have much interest to come to big bazaar and do shopping.

33
 Purpose of visiting big bazaar

Shopping 60%
Outing 10%
Both 30%

Analysis: ​Out of the 350 respondents 60% of respondents visit big bazaar for shopping, 10%
for outing and 30% visit big bazaar for both the purposes.

Interpretation: ​From this I interpret that big bazaar is purely a shopping complex but it also
facilitates a certain kind of ambience and decorum to the people that they also visit it for the
purpose of outing. The infrastructure and ambience of big bazaar is so that people even like to go
there even also they don’t have to purchase anything. People enjoy doing shopping in big bazaar.
This is very nice for it as often customers.

34
 Demand for other retail outlets in a mall

Garment Outlet 65%

Footwear Outlet 20%
Food Court 30%
Entertainment 20%
Gift Corner 10%
Jewelers and Watches Store 10%

Analysis: ​The above data shows that 65% of people visit garment outlet in a mall other than
that of big bazaar. 30% of people also prefer to visit food court in a mall other than big bazaar. 20%
of the people go to footwear outlet in a mall other than big bazaar. 20% of people also go to mall
for entertainment purpose. Some people that are 10% each also visit gift corner store and jewellery
& watches store in a mall other than big bazaar.

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

garment outlets in a mall other than big bazaar as it has some exclusive branded outlets. People also
go for footwear stores as malls have branded footwear stores in it. People go for watching movies
to mall for entertainment. Yet a few people visits gift corners and jewellery stores in a mall. This is
of course a threat for big bazaar that it is not able to attract customers from other retail outlets and
retain them with it. Big bazaar should definitely include more of branded products in its product
category in order to bring in the customers of mall to it and retain them with it.

35
 Products mostly purchased by customers in big bazaar

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

Analysis: ​This chart clearly indicates that the demand for grocery that is 70% is highest by the
customers followed by clothes rated 60%. The next highest demand is for food items that is 50%.
25% demand is for leather items in big bazaar. Electronic items holds 15% of demand and gift
items and other items has a demand of only 10% by the customers of big bazaar.

36
Interpretation: ​From this analysis I interpret that customers demand are high for grocery and
clothes followed by food items in big bazaar. Electronic items have a little demand by the
customers. Gift items and other items are not much in demand by the customers. I can interpret that
clothes, grocery and food items are the major products which hold maximum number of customers.
So big bazaar should maintain its low pricing and product quality to keep hold of the customers and
also it should keep more qualitative products of gift and leather items so that people would go for
more purchase of these items from it. Big bazaar has many local branded products of grocery and
cloths and it is successfully selling it. It should also include branded products so that more sales can
take place.

37
 Expenditure pattern of customers coming in to big bazaar

  
Below Rs.500 /single visit 11%
500-1000 /single visit 16%
1000-1500 /single visit 22%
1500-2000 /single visit 22%
More than 2000 /single visit 29%

Analysis: We can clearly see from this graph that majority of the customers spend a lot in big
bazaar that is 29% of people spend more than Rs2000 in a single visit to big bazaar. Equal number
of people that is 22% of people each spend Rs 1000-1500 and Rs 1500-2000 respectively in a visit
to big bazaar.16% of people spend Rs 500-1000 and only 11% of customers are there who spends
less than Rs500 in their visit to big bazaar.

38
Interpretation: From this I interpret that most of the customers purchase goods in bulk which
leads them to spend a lot. Volume sales are high in big bazaar. Customers tend to purchase more
goods from big bazaar as it provides goods at a discounted rate. Probably those persons who spend
more in a visit to big bazaar are purchasing on a monthly basis. Those customers who are spending
very less money that is below Rs 500 are mostly coming in just to move around big bazaar and
spend time. In the process they used to spend money on food items and also purchase some
products while roaming in it. Impulse buying behavior of customers comes in to play to a large
extent. More discounts shall be provided to people who does bulk purchase. This will encourage
people to purchase more products.

39
 Time spent by customers in shopping in big bazaar

Less than half an hour 10%

Half an hour to 1 hour 15%
1 hour to 1 1/2 hours 35%
1 1/2 hours to 2 hours 22%
More than 2 hours 18%

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

(35%) said that they spend at least 1 hour to 1 ½ hours in big bazaar. 22% respondents also said
that they spend 1 ½ hours to 2 hours in their visit to big bazaar. Only 10% of people said that they
spend very little time that is less than half an hour in big bazaar.

Interpretation: As per the given data I interpret that customers are very product choosy now
a days and that’s why they spend a lot of time in shopping in big bazaar. Probably customers might
even be spending more time in big bazaar as it provides a very nice ambience and atmosphere for
the people to shop in. Hence those persons who spend half an hour or less than half an hour in big
bazaar are those persons who just come to purchase limited products and come only because of low
pricing of products. People also spend much time in it but purchase very few goods. The sales
personnel should focus on the people who take long time in shopping and purchases a lot and
provide special kind of service to them as they are the major customers.

40
 Comparison of footfalls in weekdays and weekends
Weeks days 40%
Weekends 60%

Analysis: The above graph shows that more number of people comes to big bazaar in weekends
than that of week days .40% of people visits big bazaar in weekdays where as 60% of people visit
big bazaar in weekends.

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

bazaar in weekends rather than that of week days. There are more footfalls in big bazaar in
weekends than that of week days. Though there is not much difference as 40% of people visit big
bazaar in week days hence in weekends the footfall increases by 10%. As people come more in
weekends, so big bazaar should keep it open for more time in week ends. The infrastructure can be
changed a bit in week ends so that customers can see more products clearly and can move around
comfortably. In order to bring in more number of customers in week days big bazaar should
provide some schemes in week days which will encourage people to come in to it in week days
also. Hence the crowd is more in weekends and big bazaar should avail more parking spaces for its
customers in weekends. It can make some temporary arrangement for parking every weekend. It
should not spend much money in advertising and displaying of products in weekdays rather it
should advertise and display products more in weekends as more number of people comes in
weekends.

41
 Customers preference of timing to visit big bazaar

10 A.M - 1 P.M 8%
1 P.M – 3 P.M 17%
3 P.M – 6 P.M 35%
6 P.M – 10 P.M 40%

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

evening time than that of the day time. Only 25% of people tend to visit big bazaar during day time
while 75% of people tend to visit big bazaar during after noon time.

Interpretation: From the above analysis I interpret that evening time is the peak time for big
bazaar and day time is the off peak time for big bazaar. There is more number of people found in
big bazaar during evening time than that of day time. Probably more of products are being sold
during evening time in big bazaar than that of day time. Big bazaar shall provide some special
offerings during day time so that more people should come in during day time. It could offer some
special kind of product in daytime which will be not available during evening time. In this way it
will bring in more number of people during day time for getting the special kind of products but
along with that it will be able to sale other products as people do a lot of impulse buying at big
bazaar.

42
 Comparison of customers purchasing with planned list of products
and purchasing products on unplanned basis

Yes 50%

No 40%
Ever 10%

Analysis: As shown in the graph out of my total respondents of 350, 50% of customers come to
big bazaar with a planned list of products. 40% of people come in to big bazaar without any
planned list of products to be purchased from big bazaar.

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

most of the customers comes in to big bazaar with a planned list of products. Few customers come
to big bazaar without any planned list of products and purchases products depending on their
selection. These people basically come to the mall and hence get in to big bazaar. Depending on the
product category and brand and quality of products they purchases goods. Some couples come to
mall and go to food bazaar to have food together and to have chit chat among them. The customer
who comes with a planned list of products purchases more products than that of the customers who
comes without any planned list of products. So big bazaar should provide more variety and
essential goods so that more number of people should come in with a planned list of products.

43
 Brand preference of customers in big bazaar
Yes 10%
No 50%
Depends on category 40%

Analysis: ​As seen in the above chart it is clearly known that only 10% of people come in to big
bazaar with a list of brands in advance. 50% of people completely deny that they don’t prepare in
list of brand in advance. 40% of people told that they prepare a list of brand depending on the
product category.

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

while purchasing products in big bazaar. A few customers search for brands but depending on the
product category. Customers probably don’t decide for brands on products as there are not much of
known branded products available at big bazaar. On product categories like grocery and clothes,
big bazaar has many local branded products. Customers purchase a lot of these as its cheap in price
even though its quality is not so good. As most of the customers belong to lower class and middle
class people, they purchase those local branded products as it gives them value for money.
Different products of the same category have different prices. Quality of products varies with the

44
price. This enables customization of products for various types of customers. Customers search for
brands mostly in apparel section. Some customers also pre decides the brand on the local
manufactured grocery and food products of big bazaar. Big bazaar should include more of the
branded products in its each category so that customers have more options to choose among the
brands. This will bring in more number of people to big bazaar which will definitely increase the
sales.

45
 Comparison of brand preference on different product category

Cloths 40%
Grocery 40%
Gift Items 33%
Electronic Items 25%
Leather Items 2%
Any Other Item 12%

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

Interpretation: From this I interpret that some of the products brand are pre decided in

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

46
 Mode of payment of customers in big bazaar

Cash Payment 55%

Credit Card 19%
Debit Card 26%

Analysis: As per my study is concerned, out of the total respondents 55% of people make cash
payment in big bazaar. 19% of them uses credit card as their mode of payment and 26% of the
people makes payment in big bazaar through their debit card.

Interpretation: ​As per the obtained data I interpret that more number of people makes cash
payment in big bazaar. A fraction of people uses their credit card for payment in big bazaar and a
very few people uses their debit card for payment. I can interpret that quick exchange of money for
goods is done in big bazaar as most of the people mode of payment is cash payment. Hence
sometimes big bazaar has to wait for a short time period as some of the customers make their
payment through credit and debit card.

47
 Comparison of factors which encourages customers to come in to big bazaar
Price 60%
Service 40%
Ambience 50%
Product Variety 65%
Product Quality 20%
Convenience 35%

Analysis: ​People are mostly encouraged to come to big bazaar because of its cheap price and
availability of variety of products. Around 65% of the total respondent said they are mostly
encouraged to come to big bazaar as it has variety options. Even most of the customers said that
they get goods there in a discounted price and so they come in to it. Many customers also said that
they feel good about the service and ambience provided by big bazaar. Around 35% of customers
also said that convenience is also another factor which leads them to come to big bazaar. Product
quality is rated at very low that is only 20% which encourages the customers to come to big bazaar.

Interpretation: ​From this analysis I interpret that big bazaar is a well known for its variety
options. People mostly come to big bazaar as they get various kinds of products under one roof. It
is also clearly known that big bazaar sales its goods at a discounted price as compared to the
market. Even it provides a good service and ambience to its customers which encourages them to
visit big bazaar more and more times. I can also interpret from this that big bazaar has located itself
in a good place from where it is able to attract customers. As a hypermarket which is to be located
far off the city, big bazaar has located itself in a good place from where it is convenient for people
to visit big bazaar. Big bazaar should try and produce more qualitative products so that customers
can get more satisfaction and would never think of not doing shopping in big bazaar.

48
 Customers’ mode of transport to big bazaar

Hired Vehicle 10%

Two-wheeler 40%
Four-wheeler 35%
Any Other 15%

Analysis: Around 40% of the total respondent of comes in to big bazaar with their own two

wheelers. The second majority of people consist of people riding four wheeler and coming in to big
bazaar. Only 15% of people of the total respondent visits big bazaar on hired vehicles. 10%
customers of the total respondent comes in any other mode of transport.

Interpretation: From the above data I interpret that there are more number of four wheelers
coming found in big bazaar than that of two wheelers. People prefer more to go to big bazaar in
four wheelers than that of two wheelers. A few people are found who comes in to big bazaar with a
hire vehicle. Probably they might be the tourists.

49
 Parking space availability in big bazaar
Less than adequate 45%
Adequate 45%
More than adequate 10%

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

adequate parking space. Equal number of people also says that adequate space is provided for
parking big bazaar. Only 10% of people say that more than adequate space is available for parking
in big bazaar.

Interpretation: Analyzing the above data, I interpret that customers are not satisfied with the
parking space availability provided by big bazaar. Hence it’s a threat for big bazaar as it may loose
its customers because of less parking space availability. Even though many customers say adequate
space is available for parking in big bazaar but also it is a threat for big bazaar as it is seen more
number of people are expected to come in to big bazaar. In holidays probably it will be very
difficult for customers to park their vehicle in big bazaar.

50
 Customers preference towards Kirana store
Yes 65%

No 35%

Analysis: Out of my total respondent of 350 customers, 65% of them says they go to their

nearby kirana store and 35% said that they don’t at all go to any kirana store. This shows that
majority of people go to kirana store even though they visit big bazaar. But some customers are
there who never goes to any kirana store.

Interpretation: As per the given data I analyze that most number of people tend to purchase
goods from nearby kirana store even if they come to big bazaar. I can conclude from this that a
kirana store is a competitor of big bazaar. Some customers never go for shopping in kirana store as
of it does not have much variety option available with it. Probably they are more interested in
having a shopping experience rather than to just go and purchase goods from kirana store.

51
 Comparison of Big bazaar with any Kirana store

Convenienc Shopping
   Price Service Variety Quality e Experience Ambience

Big bazaar 70% 50% 100% 40% 25% 90% 95%

Kirana store 30% 50% 0% 60% 75% 10% 5%

Analysis: ​The above graph shows the comparison of different factors between big bazaar and a
nearby kirana store. 70% of people say big bazaar provides goods at a cheaper price as compared to
that of a kirana store. 50% of people say big bazaar provides better service and another 50% of
them say kirana store provides better service. Each and every customer that is 100% agrees that
there are more variety of products available at big bazaar than that of kirana store. As per quality of
goods is concerned 60% of the customer say kirana store provides better qualitative products while
40% of the customers say big bazaar also provides qualitative products. 75% people say it is more
convenient for them to go to a kirana store while 25% of them say going to big bazaar is more
convenient for them. 90% of respondents said it is a good shopping experience at big bazaar while

52
105 of them said that they also have a good shopping experience at kirana store. As per ambience is
concerned 95% of customers said big bazaar provides much nice ambience than big bazaar while
5% of them said that ambience provided by kirana store is also equivalent to that of big bazaar.

Interpretation: ​I interpreted from this that a kirana store is one of the competitor of big bazaar.
It is a threat for big bazaar as some of the attributes of a kirana store provides more satisfaction to
customers. Big bazaar should try to improve on each of its attributes and out compete the kirana
store so that it can convert the customers of kirana store to be the customers of big bazaar.

53
 SWOT ANALYSIS OF BIG BAZAAR

A SWOT analysis is done to know the strengths, weaknesses, opportunities and threats of any
company. This analysis will explain about the strengths, weaknesses, opportunities and threats of
big bazaar.

Strengths of Big bazaar

● Large variety option
● Cheap price
● Huge customer Base
● Volume sales

​Weaknesses of Big bazaar

● Lacks in branded products
● Low in product quality
● Unable to provide enough parking space to its customers

​Threats for Big bazaar

● Opening up of other discounted stores like Vishal mega mart
● Convenience of customers to nearby kirana stores
● Availability of products in other retail outlets

​Opportunities for Big bazaar

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

54
 CHAPTER-4

CONCLUSION &
RECOMMENDATIONS

55
 CONCLUSION 

Big bazaar is a major shopping complex for today’s customers. It is a place where customers find
variety of products at a reasonable price. Big bazaar has a good reputation of itself in the market. It
has positioned itself in the market as a discounted store. It holds a huge customer base. The
majority of customers belong to middle class family. The youth generation also likes shopping and
moving around big bazaar. Volume sales always take place in big bazaar. Impulse buying behavior
of customers comes in to play most of the times in big bazaar.

Big bazaar is a hypermarket as it provides various kinds of goods like apparels, grocery, stationary,
food items, electronic items, leather items, watches, jewellery, crockery, decorative items, sport
items, chocolates and many more. It competes with all the specialty stores of different products
which provide goods at a discounted rate all through the year. It holds a large customer base and it
seemed from the study that the customers are quite satisfied with big bazaar. As of now there are
34 big bazaars in different cities of India, it seems that there is a vast growth of big bazaar lying as
customers demand is increasing for big bazaars.

Big bazaar is a hypermarket store where varieties of products are being sold on different product
category. It has emerged as a hub of shopping specially for middle class people.
Different types of products starting from a baby food to pizzas all are available under one roof. In
Delhi it is the middle class people who mostly do marketing from big bazaar. Even most of the
people do their monthly shopping from big bazaar. People not only visit big bazaar to do shopping
but also visit for outing purpose as it provides a very nice ambience to its customers. As people go
to malls they just tend to move around big bazaar whether it is for shopping purpose or for outing
purpose. Grocery, apparels and food items are the products which are demanded most by the
customers of Delhi in big bazaar. The major drawback of big bazaar is that it lacks in providing
enough parking space for its customers. This may discourage the customers to come to big bazaar
and shop as they face difficulty in parking their vehicles. Even though some customers say that
they don’t feel problem in parking their vehicle, it is because of the parking space available to them

56
by the mall. As it is surveyed it seems that the biggest competitors of big bazaar are the kirana
stores, discounted specialty stores like Vishal mega mart, Delhi bazaar Big bazaar, The Tata
Groups (Croma), Reliance Retail, & Sabka Bazaar etc.

57
 RECOMMENDATIONS  
● Big bazaar should include more of branded products its product category so as to attract the
brand choosy people to come in to big bazaar.

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

● It should make different cash counters for different customers. Cash counter and credit card
payment counter should be placed differently in order to reduce the rush and save the
customer’s time. This will be a kind of motivator for the customers of big bazaar.

● The service of the sales person is needed to be improved. Personal care should be taken by
the sales person for the customers so that the customers feel good.

● During the off peak hour’s big bazaar should provide some offers to its customers so that
people would be encouraged to come to big bazaar during off peak hours. The customers
who are present in the mall during the off peak hours of big bazaar will definitely go in to
big bazaar if surprise offers are made at that time.

● Customer care department is needed to take proper care of customer complaints and
queries. The person sitting at the help desk of big bazaar should be able to provide all
necessary information to the customers whenever it is required.

● The infrastructure is needed to be changed a bit during weekends as heavy crowd comes in
to big bazaar during those days.

58
ANNEXURE(S)

59
 Questionnaire
PART-1

1. Name: -
2. Age: -
3. Gender: -
4. Address: -
5. Qualification: -
6. Profession: -
7. Ph.
8. What’s your monthly income?
a) Below 10,000
b) 20,000 – 40,000
c) 40,000 – 60,000
d) More than 60,000

PART-2
  
1.How frequently do you visit Big Bazaar?
a) Weekly
b) Monthly
c) Quarterly
d) On unplanned basis

2.Apart from Big Bazaar do you intend to visit any other retail outlet in a Mall?

a) Yes b) No

2.(a). If yes then what are the other retail outlets do you intend to visit in a mall?
e) Garment Outlet
f) Footwear Outlet
g) Food Court
h) Entertainment
i) Gift Corner
j) Jewellery and Watches store

2. What is the purpose behind visiting Big Bazaar?

a) Shopping
b) Outing
c) Others

60
3. What type of products do you mostly purchase in Big Bazaar?
a) Cloths
b) Grocery
c) Food Item
d) Leather Item
e) Electronic Item
f) Gift Item
g) Any other Item

4. On an average how much amount of money do you spend in a visit to Big Bazaar?
a) Below 500
b) 500 – 1000
c) 1000 – 1500
d) 1500 – 2000
e) More than 2000

5. How much time do you spend in a visit to Big Bazaar?

a) Less than half an hour
b) Half an hour to 1 hour
c) 1 hour to 1 ½ hours
d) 1 ½ hours to 2 hours
e) More than 2 hours

6. Which days of the week do you prefer to visit Big Bazaar?

a) Week days
b) Weekends

7. Which time of the day do you mostly prefer to visit Big Bazaar?
a) 10am – 1pm
b) 1pm - 3pm
c) 3pm-6pm
d) 6pm – 10pm

10. Do you go with a planned list of products to be purchased from Big Bazaar?
a) Yes b) No c)some time

11. Do you prepare a list of brands in advance when you visit to Big Bazaar?
a) Yes b) No c) Depends on category

61
12. In which categories of products do you pre-decide the brands?
a) Cloths
b) Leather Items
c) Electronic Items
d) Grocery
e) Gift Items
f) Any other Item

13. What is your mode of payment in Big Bazaar?

a) Cash payment b) Credit Card c)Debit Card

14. What encourages you to visit Big Bazaar?

a. Price
b. Service
c. Product Quality
d. Convenience

15. How would you rate the services of the sales personnel in Big Bazaar on a 1 – 5 scale?
➔ Very good
➔ Good
➔ Ok
➔ Poor
➔ Very poor

15. Which type of your convenience to Big Bazaar?

a) Hired vehicle
b) Two-wheeler
c) Four-wheeler
d) Any other

16. How is the parking space availability in Big Bazaar?

a) Less than adequate
b) Adequate
c) More than adequate

17. Do you go to Kirana store?

a) Yes b) No

62
 18. Compare your nearest Kirana store with Big Bazaar.
a) Price
I. Kirana store II. Big Bazaar
b) Service
1. Kirana store II. Big Bazaar
c) Variety
1. Kirana store II. Big Bazaar
d) Quality
1. Kirana store II. Big Bazaar
e) Convenience
1. Kirana store II. Big Bazaar
f) Shopping Experience
1. Kirana store II. Big Bazaar
g) Ambience
1. Kirana store II. Big Bazaar

19. Compare others organized retail stores with Big Bazaar on the following parameters.
a) Price
1.Big Bazaar II. Others Organized Retailer
b) Service
1.Big Bazaar II. Others Organized Retailer
c) Variety
1.Big Bazaar II. Others Organized Retailer
d) Quality
1.Big Bazaar II. Others Organized Retailer
e) Convenience
1.Big Bazaar II. Others Organized Retailer
f) Shopping Experience
1.Big Bazaar II. Others Organized Retailer
g) Ambience
1.Big Bazaar II. Others Organized Retailer

THANKING YOU

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BIBLIOGRAPHY 
 

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BOOKS
► Kotler Philip, marketing management, (Pearson education, 12​th​ edition)
► Malhotra K. Naresh, marketing research (An applied orientation), Research design, (Prentice
hall of India pvt. 5​th​ edition)
► Berman B and Evans J.R, Retail Management (Pearson education, 10​th​ edition)
► Louden D.L. & bitta delia consumer behavior ( tata Mc. Graw hill, 4​th​ edition )
► Newman A.J. and Cullen P,Retailing,Environment and operations(Vikas,1​st​ Ed.)

INTERNET WEB PAGE

● Bigbazaar.co.in
● Organizedretail.co.in
● Retail seminar. In
● Literature review on Big Bazaar.com
● Retailing.co.in

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