Professional Documents
Culture Documents
Pantaloon Retail (India) Limited, is India’s leading retailer that operates multiple retail formats
in both the value and lifestyle segment of the Indian consumer marker. Headquartered in
Mumbai (Bombay), the company operates over 5 million square feet of retail space, has over
The company’s leading formats include Pantaloons, a chain of fashion outlets, Big Bazaar, a
uniquely Indian hypermarket chain, Food Bazaar, a supermarket chain, blends the look, touch
and feel of Indian bazaars with aspects of modern retail like choice, convenience and quality
and Central, a chain of seamless destination malls. Some of its other formats include, Depot,
Shoe Factory, Brand Factory, Blue Sky, and Fashion Station. The company also operates an
As customer’s tastes and preferences are changing, the market scenario is also changing from
time to time. 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. 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, shoppers stop, malls, branded
retail outlets and specialty stores. . My study is based on a survey done on customers of a
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hypermarket named big bazaar. Big bazaar is a new type of market which came into existence in
India since 1994. It is owned by pantaloon retail India Ltd. It is a type of market where various
kinds of products are available under one roof. My study is on determining the customers buying
behaviour of customers 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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COMPANY
PROFILE
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BIG BAZAAR
Big Bazaar is a chain of hypermarkets in India, with more than 100 stores in operation. It is a
subsidiary of Future Group Venture Ltd's, and follows the business model of United States-based
Wal-Mart. Facilities offered by Big Bazaar online shopping: Big Bazaar has an official website,
FutureBazaar.com, which is one of the most favourite sites among people of India for online
shopping. Future Bazaar is an online business venture of Future Group, which sells an assortment
of products such as fashion, which includes merchandise for men and women, mobile
accessories, mobile handsets and electronics like home theatres, video cameras, digital camera,
Discounts: “Hafte ka sabse sasta din was introduced by the Big Bazaar, wherein extra and
special discounts were offered on Wednesday every week, to attract the potential buyers into
their store.
Security check: At each exit of Big Bazaar, they use alarm systems or Electronic Article
Surveillance system, which detects the products that has attached tags or not.
1. Big Bazaar is a chain of hypermarket in India, which caters to every family’s needs and
requirements.
2. Big Bazaar has released the doors for the fashion world, general merchandise like sports
goods, cutlery, crockery, utensils, and home furnishings etc. at best economical prices.
3. Big Bazaar group offers more than 100 stores all over the country with an amalgamation
of Indian bazaars’ feel and touch with a convenience and choice of the modern retail
facilities
4. The worldwide country chain, Big Bazaar, is formed by CEO of Future Group, Mr.
Kishore Biyani. Their basic attraction associated with reasonable prices is their Unique Selling
Price.
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5. Big Bazaar has become a massive hit with lower middle-class and middle class people as
6. Reflect the look and feel of Indian bazaars at their modern outlets.
GROUP VISION
GROUP MISSION
1. We share the vision and belief that our customers and stakeholders shall be served only
by creating and executing future scenarios in the consumption space leading to economic
development.
2. We will be the trendsetters in evolving delivery formats, creating retail realty, making
consumption affordable for all customer segments – for classes and for masses.
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Board of directors
1. Managing director -:
Mr Kishore Biyani
Mr Gopikishan Biyani
Mr Rakesh Biyani
3. Director-:
Mr Shailesh Haribhakti
Mr S.Doreswamy
Mr Darlie Koshy
Mr Anil Harish
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BIG BAZAAR SUPER CENTER
Founded 2001
Industry Retail
OBJECTIVES
4. To find out the buying behaviour of the customers coming in to Big Bazaar.
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IMPORTANCE OF STUDY
Its provide guideline for further research in area for organized retail. Research says about
customer buying behaviour towards Big Bazaar. The research is also important to identify
Market size, growth and Market Potential of Big Bazaar. The research shows future Scenario of
Big Bazaar in current perspective. The study shows Opportunities and challenges for Big Bazaar
respect of internal & external environment. Research says about main competitors in the field of
organized retail sectors. The study provide guideline to further extension of Big Bazaar. The
study provides help to know the customers satisfaction with Big Bazaar stores.
SCOPE OF STUDY
The scope of this research is to identify the buying behaviour of customers of Big Bazaar. This
research is based on primary data and secondary data. This study only focuses on urban buying
behaviour of customers. The study does not say anything about rural buying behaviour of
customer because rural norms/status/attitude & acceptance of the rural customers differs with
urban customers. It provides help to further the research for organized retail sector. It aim to
understand the skill of the company in the area like technological advancement, competition in
management.
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CORE VALUES
1 Indian’s-Confidence in ourselves
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MARKETING MIX
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`
PRODUCT MIX
PRICE MIX
Promotional Pricing
Low Interest Financing
Psychological Discounting
Special Event Pricing
`Time Pricing
Bundling
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PLACE MIX
Acquire such areas at an early phase before the real estate value booms.
PROMOTION MIX
Exchange Offer
Weekend Discount
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CUSTOMER
SERVICES WITH
REFERENCE TO
BIG BAZAAR
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CUSTOMER SERVICES
Approach to systematic improvement. A customer service experience can change the entire
Customer support is a range of customer services to assist customers in making cost effective
and correct use of a product. It includes assistance in planning, installation, training, trouble
shooting, maintenance, upgrading, and disposal of a product. Customer service is the provision of
services to customers before, during and after a purchase. According to Turban “Customer
service is a series of activities designed to enhance the level of customer satisfaction – that is, the
Its importance varies by product, industry and customer; defective or broken merchandise can be
exchanged, often only with a receipt and within a specified time frame. Big Bazaar will often
have a desk or counter devoted to dealing with returns, exchanges and complaints, or will
perform related functions at the point of sale; the perceived success of such interactions being
dependent on employees "who can adjust themselves to the personality of the guest,"
Customer service plays an important role in an organization's ability to generate income and
revenue. From that perspective, customer service should be included as part of an overall
proven track record for developing and maintaining key accounts and improving departmental
efficiencies.
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Objectives of Customer Services
Provide equal and easy access to our services at a time, place and channel that meet the needs
Cater for customers needs irrespective of age, gender, physical or financial ability, ethnic
Enable our customers to provide feedback easily, through complaints, customer surveys, etc
Improve the speed, quality and consistency of response to enquiries by having our
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Customer Segmentation of Big Bazaar
The large and growing young working population is a preferred customer segment.
Big Bazaar specially targets working women & home markets who are the primary decision
maker.
Good customer service is the lifeblood of any business. You can offer promotions and slash
prices to bring in as many new customers as you want, but unless you can get some of
those customers to come back, your business won't be profitable for long.
Good customer service is all about bringing customers back. And about sending them away
happy - happy enough to pass positive feedback about your business along to others, who may
then try the product or service you offer for themselves and in their turn become repeat
customers.
Be helpful.
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Take the extra step.
Don't just make sales. Create customers - satisfied customers. In addition to the
immediate profit they provide on the first sale, satisfied customers help you
means repeat buyers for more of the same product or service. For every
2. They automatically refer more business to you from their friends and business
Contacts. This is highly profitable business for you because it doesn't cost you any time or
Online shopping: Big Bazaar has an official website, FutureBazaar.com, which is one of the
most favourite sites among people of India for online shopping. Future Bazaar is an online
business venture of Future Group, which sells an assortment of products such as fashion, which
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Security check: At each exit of Big Bazaar, they use alarm systems or Electronic Article
Surveillance system, which detects the products that has attached tags or not. Includes
merchandise for men and women, mobile accessories, mobile handsets and electronics like
home theatres, video cameras, digital camera, LCD TVs, kitchen appliances and many more.
Discounts: “Hafte ka sabse sasta din was introduced by the Big Bazaar, wherein extra and
special discounts were offered on Wednesday every week, to attract the potential buyers into
their store.
Moving demo-trolley.
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Competitors of Big Bazaar with regard to services
Wal-Mart
Reliance
Shoppers stop
Local retailers
The aim is to increase the retail business to around 30 million square feet by 2011
To get across 30% of the population of entire nation which is now just 8%?
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SWOT ANALYSIS
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1. Strengths
Point of purchase
2. Weakness
Failing revenue/sq.ft
3. Opportunities
Population of country is growing where the scope of market is kept on increasing for
retail sector.
4. Threats
Competition from organized retail players which are in market and are emerging.
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RESEARCH
METHODOLGY
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Methodology adopted for study
Observing the working of various departments like finance. Human resource, marketing,
purchasing, production.
Meaning
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.
Sources of Data
Primary Source
Secondary Source
Primary Source- The primary data was collected by means of a survey. Questionnaires were
prepared and customers of the big bazaar at two branches were approached to fill up the
questionnaires. The questionnaire contains 20 questions which reflect on the type and quality of
services provided by the Big bazaar to the customers. The response o f the customer is recorded
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on a grade scale of strongly disagree, disagree, uncertain, agree and strongly agree for each
question. The filled up information was later analyzed to obtain the required interpretation
Secondary Source- In order to have a proper understanding of the customer service of Big
Bazaar a depth study was done from the various sources such as books, a lot of data is
also collected from the official websites of the Big bazaar and the articles from various
RESEARCH DESIGN
The research design is exploratory till identification of customer services parameters. Later it
Descriptive research, also known as statistical research, describes data and characteristics
about the population or phenomenon being studied. Descriptive research answers the questions
Although the data description is factual, accurate and systematic, the research cannot describe
what caused a situation. Thus, descriptive research cannot be used to create a causal relationship,
where one variable affects another. In other words, descriptive research can be said to have a
The description is used for frequencies, averages and other statistical calculations. Often the best
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research often has the aim of description and researchers may follow-up with examinations of
why the observations exist and what the implications of the findings are.
RESEARCH SAMPLE
SAMPLING PLAN:
Since it is not possible to study whole universe, it becomes necessary to take sample from the
SAMPLE SIZE:
The work is a case of Big bazaar one of the Retail Sector industry together representing great per
cent of the market share of Indian retail sector. The survey was conducted in the city of Delhi
Data is collected from various customers through personal interaction. Some other information
is collected through secondary data also. Data was collected through a structured questionnaire,
likert technique is used. Likert scale is simply a statement which the respondent is asked to
evaluate according to any kind of subjective or objective criteria, generally the level of
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Likert scaling is a bipolar scaling method, measuring either positive or negative response to
a statement
The questionnaire consists of two parts. The first part consists of three questions concerning the
demographic information of the respondent such as the name, age, educational qualifications
and income. The second part consisting of 18 questions exploring the respondent’s perception
RESEARCH LIMITATIONS
The study is only for the big bazaar confined to a particular location and a very small sample
of respondents. Hence the findings cannot be treated as representative of the entire retail
industry.
Respondents may give biased answers for the required data. Some of the respondents did not
like to respond.
Respondents tried to escape some statements by simply answering “neither agree nor
disagree” to most of the statements. This was one of the most important limitations faced, as
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DATA ANALYSIS
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Customer profile
INCOME PERCENTAGE
Below Rs.10000 2 4 4
Rs.10000 – 10 20 24
Rs.20000
Rs.20000 – 12 24 48
Rs.30000
TOTAL 50 100
MONTHLY INCOME
4
20
Below Rs.10000
52
Rs.10000 – Rs.20000
24 Rs.20000 – Rs.30000
Above Rs.30000
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INTERPR ETATION
PERCENTAGE
UNDER GRADUATE 12 24 24
GRADUATE 26 52 76
TOTAL 50 100
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Educational qualifications
30
25
20
15
Educational qualifications
10
5
0
SCHOOL GRADUATE POST
GRADUATE
INTERPRETATION
SCALE FREQUENCY
Twice in a week 7
Once in a week 18
TOTAL 50
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How frequently do you visit Big Bazaar.
100%
90%
80%
70%
60% 7 18 15 10
50%
40% How frequently do you visit Big
30% Bazaar.
20%
10%
0%
Twice in a Once in a During Whenever
week week Special the need
Offers arises
INTERPRETATION
This is aimed at understanding how frequently customer visit shops & buy their product or avail
their services. The highest responses have been attributed to once a week shopping. Such
customer can be presumed to have high disposal income & may buy more daily & fashion
products. Whereas 15% of them visit during special offers, 18% when need arises, 7% twice in
a month.
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Ques. 2 Are you happy with the location of Big Bazaar.
Yes 33 66
No 17 34
TOTAL 50 100
34
Yes
66 No
INTERPRETATION
Big Bazaar physical facilities are visually appealing. From this statement I found that 66% of
people are happy with the location of big bazaar as compare to other 34%. It means that big
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Ques. 3 Staff was available in a timely manner.
PERCENTAGE
EXCELLENT 18 36 36
GOOD 24 48 84
AVERAGE 3 6 90
FAIR 5 10 100
TOTAL 50 100
10%
6% EXCELLENT
36%
GOOD
AVERAGE
FAIR
48%
INTERPRETATION
Total sample size was 50. Here analysis shows that among the total respondents 48% people
agreed with this statement. They think that Big Bazaar staff was available in a timely manner.
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36% people rate this statement as excellent. Also 6% & 10% respondents rate it as average
and fair.
FREQUE PERCENT
SCALE NCY AGE CUMULATIVE
PERCENTAGE
EXCELLENT 1 2 2
GOOD 10 20 22
AVERAGE 15 30 52
FAIR 18 36 88
POOR 6 12 100
TOTAL 50 100
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Staff greeted you and offered to help you
20
18
16
14
12
10
Staff greeted you and offered
8 to help you
6
4
2
0
EXCELLENT GOOD AVERAGE FAIR POOR
INTERPRETATION
Employees in Big bazaar are willing to help you. With this statement more respondent give
weight age to average. Good were 10 people i.e. 20% respondents, 18 people agreed i.e.
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Ques. 5 Staff answered your questions.
PERCENTAGE
EXCELLENT 8 16 16
GOOD 21 42 58
AVERAGE 13 26 84
FAIR 5 10 94
POOR 3 6 100
TOTAL 50 100
25
20
15
10
5 Staff answered your questions.
0
INTERPRETATION
From my analysis I found that 42% respondents agreed that employees of big bazaar have
complete knowledge to answer their questions. 26% respondents rate it as average to this
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Ques. 6 Staff showed knowledge of the products/services.
PERCENTAGE
EXCELLENT 11 22 22
GOOD 17 34 56
AVERAGE 12 24 80
FAIR 7 14 94
POOR 3 6 100
TOTAL 50 100
14 6 22 EXCELLENT
GOOD
24 AVERAGE
34 FAIR
POOR
INTERPRETATION
Employees of big bazaar understand specific needs and have great knowledge of all product &
services. With this statement most of the respondents were rate this statement good i.e., 34%..
Among the total respondents 24% respondents agreed with average and 22% for excellent,
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Ques. 7 Staff was courteous throughout.
PERCENTAGE
EXCELLENT 3 6 6
GOOD 8 16 22
AVERAGE 20 40 62
FAIR 17 34 96
POOR 2 4 100
TOTAL 50 100
15
10
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INTERPR ETATION
According to 40% of people feel that Employees of big bazaar are very much
Ques. 8 Overall, how would you rate customer service of Big Bazaar
PERCENTAGE
EXCELLENT 4 8 8
GOOD 14 28 36
AVERAGE 23 46 82
FAIR 9 18 100
TOTAL 50 100
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INTERPR ETATION
Most of the respondents agreed with this statement. According to my analysis, employees in
big bazaar give prompt service. Among the total respondents agreed respondents rate 46% as
PERCENTAGE
STRONGLY DISAGREE 8 16 16
DISAGREE 16 32 48
DISAGREE
AGREE 10 20 90
TOTAL 50 100
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Your complaints are constructively
handled
STRONGLY AGREE 5
AGREE 10
STRONGLY DISAGREE 8
0 5 10 15 20
INTERPR ETATION
When you have a problem, big bazaar shows little interest in solving it. After analysing this
statement I found that most of the respondents agreed i.e. 32% respondents disagreed. Also I
found that 22% were neutral with this statement and 20% were committed with disagree.
There was 10 strongly disagreed. Hence Big Bazaar needs little improvement.
DISAGREE 7 14 14
AGREE 9 18 100
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TOTAL 50 100
18 14
DISAGREE
INTERPRETATION
Employees in the big bazaar tell you exactly when the services will be performed. Majority of
the respondents are neutral or uncertain with this statement.18% respondents were agree. At
PERCENTAGE
STRONGLY DISAGREE 2 4 4
DISAGREE 2 4 8
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NEITHER AGREE NOR 4 8 16
DISAGREE
AGREE 18 36 52
TOTAL 50 100
INTERPRETATION
According to survey, it has been judged that staff of big bazaar communicates in a language,
which can be easily understood by the customer. As 48% of respondent are strongly agree with
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Ques. 12 the behaviour of staff makes you feel that you can trust them and have confidence
in them.
PERCENTAGE
STRONGLY DISAGREE 9 18 18
DISAGREE 16 32 50
DISAGREE
AGREE 4 8 100
TOTAL 50 100
8 18 STRONGLY DISAGREE
DISAGREE
42
32 NEITHER AGREE NOR
DISAGREE
AGREE
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INTERPR ETATION
The employees of the bank are little trustworthy the behaviour of employees in big bazaar
builds confidence in you. Here analysis shows that most of the people that is 42% are uncertain,
32% are disagree, 18% are strongly disagree and 8% are agree.
Ques. 13 the store layout at this store makes it easy for customers to find what they need.
PERCENTAGE
STRONGLY DISAGREE 3 6 6
DISAGREE 12 24 30
DISAGREE
AGREE 14 28 80
TOTAL 50 100
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The store layout at this store makes it easy for
Customers to find what they need.
STRONGLY AGREE
AGREE
STRONGLY DISAGREE
0 5 10 15
INTERPR ETATION
Big bazaar has modern- looking and hi- tech equipments system that clearly shows customer,
the product they want. They have well designed system. 28% of respondent are agree with this
statement, 24% are disagree, 22% are uncertain, and 20% are strongly agree.
Ques. 14 The store layout at this store makes it easy for customers to move around the store.
PERCENTAGE
STRONGLY DISAGREE 15 30 30
DISAGREE 9 18 48
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NEITHER AGREE NOR 12 24 72
DISAGREE
AGREE 6 12 84
TOTAL 50 100
INTERPRETATION
According to research, it has been observed that store layout is not up to the mark as desire by
the customer. Because 30% are strongly disagreeing, 24% are uncertain, 18% are disagree and
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Ques. 15 Big bazaar provides plenty of convenient parking for customers.
PERCENTAGE
STRONGLY DISAGREE 18 36 36
DISAGREE 15 30 66
DISAGREE
AGREE 5 10 96
TOTAL 50 100
STRONGLY AGREE
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INTERPR ETATION
From the above data I interpret that there are more number of four wheeler coming to Big
Bazaar than two wheeler. People prefer to visit big bazaar with their families. And people are
not satisfied with the parking facility. So parking facility should be good to attract large number
of customers.
PERCENTAGE
DISAGREE
AGREE 19 38 54
TOTAL 50 100
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Big bazaar accepts most major credit cards.
23
25
19
20
15
Big bazaar accepts most major
8
10 credit cards.
0
NEITHER AGREE AGREE STRONGLY AGREE
NOR DISAGREE
INTERPRETATION
According to research it has been proved that Big Bazaar accepts most major credit cards. 46%
of respondents strongly agree this statement, whereas 38% agree and 16% are uncertain about
this statement.
PERCENTAGE
Efficient.
Service could be 4 8 30
Friendlier.
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Staff should communicate 7 14 44
Parking.
Closer.
TOTAL 50 100
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INTERPR ETATION
By analyzing the responses to this question, I as a researcher, can identify the improvement
We should increase the space for parking & perform services faster.
We should clean the store regularly so that customer feels hygienic in the store.
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FINDINGS OF THE REPORT
Big Bazaar is undoubtedly number one retailer in India. It has build very emotional & cordial
They are also intending to build long term relationship with all its stakeholders which is very
Cleanliness and hygienic environment is also the major concern for big bazaar.
Store layout should also be developed in an efficient manner so that customer can get things
easily.
According to research I found that most of the people were affected & attracted with offers
and schemes. So, Big Bazaar should employ those people who are well trained to provide
Consumer chooses malls to shop because they all want variety and brands. According to
We can also say that location, variety conveniences and economical products are not the only
thing which attracts the customer but good customer service is one of the crucial factors that
attract customers.
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RECOMMENDATIONS
Advertising is the basic and most prominent tool to increase the awareness of product.
So, Big Bazaar should use this tool to increase their share in the market.
Retail business is successful only when they have a good customer services. Customer
loyalty can only be gain by providing good or satisfied services to the customers.
Most respondents take on the spot decision of buying different products because of the
various attractive products displays. So pretty combination with good services should be done
to retain customers.
Quality play a major role because most respondent said that they want a quality product and
that’s also the one of the reason for most of the respondents sticking to particular brand.
Customers are very price conscious they are having many options in the market. The following
Should follow more of high low pricing rather than everyday low pricing
Should go for a weekly coupon system as it hold more of the loyal customers.
Should provide good customer services so that customer like to visit again.
Proper training should be provided to the customer so that they can deal with customer
efficiently
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CONCLUSION
As most of the retail industries did market research before entering into market. Same thing
was done by Big Bazaar. Location, market, consumer perception analysis was done by big
bazaar.
In one year, much more diversification was done in it. And to retain customers they use
Big bazaar, a part of future group is a hypermarket offering a huge array of goods of good
quality for all at affordable prices. Big bazaar with over 140 outlets in different part of India is
We can conclude that Big Bazaar has one of the major retail industry in india.
Working environment is good and also the various facilities is provided to increase the
customer services.
There exist a healthy & strong relationship between employees and managers.
The employees accept their responsibility wholeheartedly and perform the services in well
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BIBLIOGRAPHY
1 bigbazaar.co.in
3 retailseminar.in
4 organizedretail.co.in
5 google.com
6 www.futuregroup.com
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QUESTIONNAIRE
Respected Sir/Madam
Customers Name
Customer Age :
Below Rs.10000
Rs.10000 – Rs.20000
Rs.20000 – Rs.30000
Above Rs.30000
Under graduate
Graduate
Post Graduate
Yes No
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Excellent good average fair poor
of big bazaar?
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13) The store layout at this store makes it
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