“A STUDY ON CUSTOMER SATISFACTION AT BIG BAZAAR

G T WORLD MALL BANGALORE”

A project submitted in partial fulfilment of the requirement for the award
of the degree of

MASTER OF BUSINESS ADMINISTRATION

of
BANGALORE UNIVERSITY

SHIVAKUMAR
Reg No: 18UHCMD154
UNDER THE GUIDANCE OF

INTERNAL GUIDE EXTERNAL GUIDE

Prathibha V Mr. Shashikumar N
Assistant Professor HR Manager
Department of management B B G T Mall

EAST WEST COLLEGE OF MANAGEMENT

Campus: #63, Off, Magadi Road, Vishwaneedam Post, Bangalore 560091
Bangalore University

2019-2020
 DECLARATION

I hereby declare that the project entitled “A STUDY ON CUSTOMER

SATISFACTION AT BIG BAZAAR G T WORLD MALL BANGALORE”
is the result of the original work done by me under the guidance of in partial
fulfilment for the award of Master of Business Administration by Bangalore
University.

I also declare that this project is the outcome of my own efforts and that it has
not been submitted to any other university or institution for the award of any
other degree or diploma or certificate.

PLACE: BANGALORE Name: Shivakumar

DATE: Reg No: 18UHCMD154

 GUIDE CERTIFICATE

This is to Certify that the study titled “A STUDY ON CUSTOMER

SATISFACTION AT BIG BAZAAR G T WORLD MALL BANGALORE”
is an original work of Mr. SHIVAKUMAR bearing University Reg No.
18UHCMD154 and is being submitted in partial fulfilment for the award of the
Master of Business Administration of Bangalore University.

Place: BANGALORE Signature:

Date:
 ACKNOWLEDGEMENT

I take this opportunity to thank our beloved DR. R CHANDRA MOORTHY,

Director, EWCM, for his motivational support and encouragement.

I also express our profound sense of gratitude DR. N S NAGESHA RAO,

Principal, EWCM for his encouragement and Co-operation in all matters

pertaining to our project work and during the academic year.

I also extend my gratitude to our Head of the Department Prof. D. SANDHYA

for her constant encouragement and support in our journey of project work.

I also take privilege and great pleasure to profusely thank our internal

guide PRATHIBHA.V ASSISTANT PROFESSOR OF EWCM for his

valuable guidance during the preceding of the project I express my profound

gratitude to my parents and friends for providing us all the support through this

study.

And I would like to thank external guide Mr. SHASHIKUMAR.N (H R

MANAGER B B G T MALL) Bangalore.

Date: Name: SHIVAKUMAR

Place: Bangalore

TABLE OF CONTENT
CHAPTER PAGE
NO PARTICULARS NO

CHAPTER 1 INTRODUCTION 1-5

CHAPTER 2 COMPANY PROFILE 6-17

ORGANIZATION STRUCTURE AND

CHAPTER 3 18-21
FUNCTIONAL DEPATMENTS

CHAPTER 4 RESEARCH METHODOLOGY 22-39

CHAPTER 5 CASE CONTEX 40-42

FINDINGS, SUGESSTIONS AND

CHAPTER 6 43-45
CONCLUSION

BIBLOGRAPHY 46

ANNEXURE 47-48

NUMBER OF TABLE
TABLE PARTICULARS PAGE NO
NUMBE
R
1 DO YOU FREQUENTLY SHOP AT BIG 24
BAZAAR

2 HOW FREQUENTLY SHOP AT BIG 25

BAZAAR
3 YOUR MIND WHEN YOU THINK ABOUT 26
BIG BAZAAR

4 RESPONDENCE ABOUT THE VARIETY 27

OF PRODUCTS AVAILABLE IN BIG
BAZAAR

5 SATISFIED WITH BIG BAZAAR 28

6 BIG BAZAAR HAS A GOOD PARKING 29

FACILITY

7 RATING ABOUT BIG BAZAAR PRODUCT 30

8 NAVIGATION ABOUT BIG BAZAAR 31

STORE
9 PRODUCT DISPLAY, FINDING, AND ANY 32
PRODUCT & SIGNAGE IN BIG BAZAAR
10 YOU VISIT AT BIG BAZAAR 33

11 PARKING OF BIG BAZAAR PRODUCT 34

12 SHOPPING EXPERIENCE WITH THE 35

BIG BAZAAR

13 DURABILITY OF BIG BAZAAR 36

PRODUCT
14 SATISFACTION ABOUT BIG BAZAAR 37
PRODUCT

15 THIS THE FIRST TIME YOU HAVE USED 38

OUR BIG BAZAAR PRODUCT

16 YOU RECOMMEND US TO A FRIEND 39

 NUMBER OF GRAPH

GRAPH PARTICULARS PAGE NO

NUMBE
R
1 DO YOU FREQUENTLY SHOP AT BIG 24
BAZAAR

2 HOW FREQUENTLY SHOP AT BIG 25

BAZAAR

3 YOUR MIND WHEN YOU THINK ABOUT 26

BIG BAZAAR

4 RESPONDENCE ABOUT THE VARIETY 27

OF PRODUCTS AVAILABLE IN BIG
BAZAAR

5 SATISFIED WITH BIG BAZAAR 28

6 BIG BAZAAR HAS A GOOD PARKING 29

FACILITY

7 RATING ABOUT BIG BAZAAR 30

PRODUCT
8 NAVIGATION ABOUT BIG BAZAAR 31
STORE
9 PRODUCT DISPLAY, FINDING, AND ANY 32
PRODUCT & SIGNAGE IN BIG BAZAAR

10 YOU VISIT AT BIG BAZAAR 33

11 PARKING OF BIG BAZAAR PRODUCT 34

12 SHOPPING EXPERIENCE WITH THE 35
BIG BAZAAR

13 DURABILITY OF BIG BAZAAR 36

PRODUCT
14 SATISFACTION ABOUT BIG BAZAAR 37
PRODUCT

15 THIS THE FIRST TIME YOU HAVE USED 38

OUR BIG BAZAAR PRODUCT

16 YOU RECOMMEND US TO A FRIEND 39

BANGALORE UNIVERSITY
Certificate of Originality (Plagiarism)
Name of the Student : SHIVAKUMAR

Registration Number : 18UHCMD154

Title of Dissertation : “A STUDY ON CUSTOMER SATISFACTION

AT BIG BAZAAR G T WORLD MALL
BANGALORE”

Name of the Guide : Prof. PRATHIBHA V

Similar Content (%) Identified : 9%
(Acceptable maximum limit of similarity 25%)

Dissertation ID number(s) in : 200103115441

Drill Bit
The dissertation report has been checked using Drill Bit anti-plagiarism software and found
within limits as per plagiarism Policy and instructions issued by the UNIVERSITY/CBSMS.

We have verified the contents of the dissertation report, as summarized above and certified that the
statements made above are true to the best of our knowledge and Belief.

Signature of Guide Signature of the Principal/Director

(Date & Seal) (Date & Seal)

To,
Canara Bank School of Management Studies,
Jnana Bharathi campus,
Bangalore University

Respected Sir/ Madam,

As heads of East West College of Management, we hereby certify that the project work of
Mr. SHIVAKUMAR bearing the Reg No: 18UHCMD154 of III semester MBA has been
periodically monitored through the interim reports and there is no plagiarism in the project
report.

Dr. N.S. Nagesha Rao Dr. R. Chandra Moorthy

Principal Director