Shivakumar Project Book Print 143

A STUDY ON CUSTOMER SATISFACTION AT BIG BAZAAR G T WORLD MALL, BANGALORE
CHAPTER 1
INTRODUCTION
1.1 INDUSTRY PROFILE
Retail means selling goods and services in small quantities directly to the customer. Retailing
consists of all activities involved in the marketing of goods and services directly to the
consumers for their family and household use. The Indian retail market is the first position on
the retail destination globally, has been ranked as the most attractive emerging market for
investing in the retail sector by AT Kearney ninth annual global retail development index
(GRDI) in 2010. With rising customer demand and greater disposable income, the US$400
billion Indian retail sector is clocking an annual growth rate of 30 percent. It is projected to
grow to US$ 1200 billion by 2016. According to a report by global consultancy Northbridge
Capital. The organized business is expected to be 20 percent of the total market by then.
In2019 the share of organized retail was 8.9 percent or US$ 1450 million of the total retail
market. Indian continues to be among the most attractive countries for global retailers.
Foreign direct investment (FDI) inflow as on September2018, in single-brand retail trading,
stood at approximately US$47.43 million, according to the department of industrial policy
and promotion (DIPP)
India's overall retail is expected to rise to US$ 1833 billion by 2018 and US$ 1.9 trillion by
2019, at a compound annual growth rate (CAGR) of 10 percent. As a democratic country
with high growth rates, consumer spending has risen sharply as the youth population (more
than 33 percent of the country as below the age of 15), as seen a significant. increase in its
disposable income. Consumer spending rose an impressive 75 percent in the past four years
alone. Also Organised retail, which is fixed at around US$ 8.14 billion, as expected grow at a
CARG of 40 percent to touch US$ 1076 billion by 2018. The organized retail sector, which
currently accounts for around 7.5 percent of the Indian retail market, is all set to witness the
maximum number of large format malls and branded retail stores in south India, followed by
North, West and the East in the next two years. Their two cities like Noida, Amritsar, Kochi,
and Gurgaon, are emerging as the favoured destination for the retail sector worth their huge
growth potential Further, this sector is expected to invest around US$ 1503.2 million in retail
technology service solutions in the current financial year. This could go further up to
US$1626 billion in the next year, at the CARG of 40 percent. in 2019 budget Government
has allowed 26% Foreign Direct footwear, furniture and furnishing, catering services,
EWCM/SK/PV/2020 Page 1
jewellery and watches, books, music and gifts, mobile handsets and others. Investment (FDI)
in the retail part. Sorted out retailing is on ceaseless development of its piece of the pie from
an earlier time. Retailing can be estimated as of various segments like nourishment and food
supplies, apparel and materials, client durables, footwear, furniture, and outfitting, providing
food administrations, adornments and watches, books, music and endowments, portable
handsets and others.
RERAILING FORMATS IN INDIA
 Hypermarket
This is one kind of outlet where we can find a wide verity of products and goods at a lower
cost compared to other outlets. it is the combination of the supermarket and the department
store.
 Warehouse store
Here we get a high quality of goods and products at a very low rate or less cost.
 Variety stores
Here in this store, we get fewer collections of products at less cost.
 Demographic
Here they concentrate only on one category or segment.
 Mom and Pop
This outlet is operated by the family members which is smaller in size and concentrated on
the selective category of the products with minimum collections,
 Supermarket
This is the only store where the option of self-service is offered. it mainly concentrated on
eatables, food, and grocery and restricted a list of products on the non-food category.
 Specialty stores
These kinds of outlets are majorly concentrated on one specific merchandise either on the
specializes products. it may be shoes, toys or automobiles, etc.
 Department stores
These are very big offers a variety of products with a minimum cost which similar to the
collections of specialty stores.
 General stores
These are the stores that serve goods and services to the rural group and satisfy their needs
and wants.
 Convenience store
These stores provide an inadequate sum of products at more than normal prices with easy
checkouts this store deals with emergency and immediate purchase consumables.
 Discount stores
These types of the store had several products and sales goods and services at a very price
compared to the other stores.
 Mall
The outlook and ambiance are very attractive. it includes products, food, and entertainment
under a single roof. we can spend more time here.
 Category killers
Here we will get a wide variety of products under the single category at comparably lower
prices as compares and helps to solve their confusion and gives more information about the
products.
 Vending machine
It is small and a kind of automated machine where the customers can drop money over the
machine and then they can get the products. based on the income of the customers they will
buy the products and the services.
 Boutique
These are called concept stores, these are the stores are tiny in size and only concentrate
single brand.
Respect and humility: in dealing with everyone within and outside the organization
Flow: by constantly learning and being inspired by the universal laws of nature
Indian Ness: by believing in oneself and doing things the Indian way
Introspection for continuous learning, self-development, and personal excellence
Openness and adaptability by accepting new ideas and knowledge, and being proactive in
meeting challenges emerging from changing business scenarios
Valuing and nurturing relationships with customers, business associates, stakeholders,

communities and the society LEADERSHIP in thought and in business
Simplicity and positivity to foster innovation, speed, and imagination
Investors: future group operates through five publicly-listed entities that have widely
distributed shareholding among retail investors, domestic and foreign institutions.
Career: join us in our journey to build India of tomorrow we are committed to carving a
future for India's retail, driven by innovation and aspirations of every person who is a part of
the future group. Our human capital is the Frist point of leverage in everything we do to give
future group energy, culture, and ideas. We see people as partners in building the India of our
dreams.
MAJOR RETAILERS
 India’s top retailers are largely lifestyle, clothing and apparel stores
 This is followed by grocery stores
 Following the past trends and business models in the west retail giants such as
Pantaloon, Shoppers’ Stop and Lifestyle are likely to target metros and small cities
almost doubling their current number of stores
 These Walmart wannabes have the economy of scale to below –medium-cost retailers
pocketing narrow margin
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CHAPTER 2
COMPANY PROFILE
2.1 COMPANY PROFILE
FOUNDER’S BOARD:
 Kishore Biyani group CEO

 Anil Biyani director
 Rakesh Biyani director
 Sunil Biyani director
 Vijay Biyani director
 Incorporated in 1987
 Headquarters in Mumbai
 Employees over 38000 people
 Has over 1000 stores in 120 cities of India
 Net income- RS.9.6018 billion(U$$$140million) as of March 2018-19.
Big Bazaar is a chain of hypermarkets in India. As of June 2, 2012, there are 214 stores
across 90 cities and towns in India covering around 16 million sq. Ft. of retail space. Big
Bazaar is designed as a collection of bazaars or Indian markets with clusters offering a wide
range of merchandise including fashion and apparels, food products, general merchandise,
furniture, electronics, books, fast food and leisure, and entertainment sections. Big Bazaar is
part of Future Group, which also owns the Central Hypermarket, Brand Factory, Pantaloons,
Ezone, Hometown, futurebazaar.com, KB's Fair Price to name a few and is owned through a
wholly-owned subsidiary of Pantaloon Retail India Limited, that is listed on Indian stock
exchanges. Big Bazaar was launched in September 2001 with the opening of its first four
stores in Calcutta, Indore, Bangalore, and Hyderabad in 22 days. Within a span of ten years,
there are now 161 Big Bazaar stores in 90 cities and towns across India.
Big Bazaar was started by Kishore Biyani, the Group CEO and Managing Director of
Pantaloon Retail India. Though Big Bazaar was launched purely as a fashion format
including apparel, cosmetics, accessory, and general merchandise, over the years Big Bazaar
has included a wide range of products and service offerings under their retail chain. The
current formats include Big Bazaar, Food Bazaar, Electronic Bazaar, and Furniture Bazaar.
The inspiration behind this entire retail format was from Saravana Stores, a local store in T.
Nagar, Chennai. The stores are customized to provide the feel of man and meals while
offering modern retail features like Quality, Choice, and Convenience. As the modern Indian
family's favourite retail store, Big Bazaar is popularly known as the "Indian Wal-Mart". On
successful completion of ten years in the Indian retail industry in 2018, Big Bazaar has come
up with a new logo with a new tag line: 'Naye India Ka Bazaar', replacing the earlier one:
'Isse Sasta Aur Accha Kahin Nahin'.
ABOUT FUTURE GROUP:
The future group is an Indian private conglomerate company. The company is known for
having a significant prominence in India retail and fashion sectors, with popular supermarket
chains like big bazaar & food bazaar, lifestyle stores like Brand Factory, central, etc. And
having a notable presence in integrated foods and FMCG manufacturing sectors.
THE WAY AHEAD BIG BAZAAR GEN NXT
 Launched big bazaar gen-next stores at Mumbai and Noida

 Designed to take customer experience to a new level, with a special focus on
experiential and smarter shopping via the use of technology, innovation in services,
layouts, and sections
 Technology-led interfaces ensure faster checkouts, experience zones for multi-
sensorial
Food products wider merchandise, and assortments coupled with a whole new store
design.
FBB:
 50 Standalone stores plus at every big bazaar.

 The company’s youngest brand draws in the new generation.
 Endorsed by stars like Katrina Kaif, Varun Dhawan and fbb Femina Miss India
pageant winners, FBB, India's fashion hub has become the leading destination for the
fast-changing fashion space in India.
FOOD HALL (FOR THE LOVE OF FOOD)
 5 stores attracting the most discerning food consumer.

 Food hall enhances our ability to cater to the widest segment of consumers in India
and serves as a learning platform to identify, experiment and then mainstream
forthcoming trends, cuisines and categories in the food space. Stores are now located
in Mumbai, Pune, Bangalore, and Delhi.
Lines of Business of the Above Store:
 E-tailing
 Food
 Fashion
 Home Solution
 General Merchandise
 Leisure and Entertainment
 Wellness and Beauty
 Books and Music
 Footwear
 Electronics
 Children Accessories
 Crockery.
2.1 THEORITICAL BACKGROUND OF THE STUDY:
Organization is set of people working together for accomplishment of a common

objective. The roles and responsibilities are stated clearly without doubt the business
activities. Organization helps management to perform is actives and improvement growth
& version creative. Customer satisfaction in a service organization is a measure of the
amount to which the service delivered meets the customer's expectations. The natural
world of most services is such that the customer is present in the delivery process. Service
business operators often assess the customer satisfaction rate of their customers in order
to improve their service, to fast identify problems, and to better assess client happiness.
Meaning: a measure of how happy customers feel when they do business with a company.
Achieve /increase /maximize customer satisfaction. To know how happy customer are
with the service, product, quality. Definition: Customer satisfaction indicates the
fulfilment that customers derive from doing business with a firm. In other words, it’s how
happy the customers are with their transaction and overall experience with the company.
NEED OF THE STUDY:
Research Methodology is a collection of different methods to be followed in order to find

out different information about different product market strata. In every industry,
research methodology is needed to acquire knowledge of their products. It’s providing
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.
2.1.1 History
1987
 The company incorporated as Manzo 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.
1997
 Pantaloons – India’s family store launched in Kolkata.
2001
 Big Bazaar, ‘Is se sasta aur accha kahi nahin’ - India’s first hypermarket chain
launched.
2002
 Food Bazaar, the supermarket chain is launched.
2004
 Central – ‘Shop, Eat, Celebrate in The Heart Of Our City’ - India’s first seamless
mall is launched in Bangalore.
2005
 Fashion Station - the popular fashion chain is launched all – ‘a little larger’ -
exclusive stores for plus-size individuals is launched
2006
 Future Capital Holdings, the company’s financial arm launches real estate funds
Kshitij and Horizon and private equity fund Indivision. Plans forays into insurance
and consumer credit.
 Multiple retail formats including Collection 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.
2007
 The 50th " Big Bazaar store is launched in Kanpur

 Big Bazaar partners with Funebazar.com to launch India's most popular shopping
portal
 Big Batur initiates the Power of One campaign to help raise funds for the Save The
Children India Fund.
 Pantaloon Retail wins the International Retailer of the Year at US-based National
Retail Federation convention in New York and Emerging Retailer of the Year award
at the World Retail Congress held in Barcelona.
2008
 Big Bazaar becomes the fastest growing hypermarket format in the world with the
launch of its 101" store within 7 years of launch.
 Big Bazaar dons a new look with a fresh new section. Fashion at Big Bazaar.
 Big Bazaar joins the league of India’s Business Super brands. It is voted among the
top ten service brands in the country in the latest pitch IMRB international survey.
 Big Bazaar initiated the Menu Saving “Monthly Bachat Bazaar” campaign, to provide
exceptional deals on groceries and food items during the first week of every month.
2009
 Big Bazaar opens its second store in Assam at Tinsukia.

 Big Bazaar initiates the Maha-Annasantarpane program at its stores in South India a
unique initiative to offer meals to visitors and support local social organizations.
 Big Bazaar captures almost one-third share in food and grocery products sold the
modem retail in India.
 Shikhar Dhawan, youth icons of India, was chosen as the brand as ambassadors of Big
Bazaar.
 Big Bazaar announced the launch of The Great Exchange Offer.
 Formed a joint venture with Hiding sign to launch Holi, a new brand of handbags,
Laptop Bags, and other accessories.
2010
 Future Value Retail Limited has formed a specialized subsidiary to spearhead the
group's value retail business through Big Bazaar, Food Bazaar, and other formats.
 Big Bazaar wins CNBC Awards Consumer Awards for the third consecutive year.
Adjudged the Most Preferred Multi-Brand Food & Beverage China, Most Preferred
Multi-Brand Retail Outlet, and Most Preferred Multi-Brand One Stop Shop.
 Big Bazaar connects over 30,000 small and medium Indian manufacturers and
entrepreneurs with around 200 million customers visiting its stores.
 Big Bazaar opens in the third store in Kanpur at Z Square Mall,
 Big Bazaar opens its fourth store in Kanpur at Jajmau which the largest leather
tannery garrison of Asia.
 Vidya Balan was chosen as the brand ambassador of the Big Bazaar Price Challenge
exercise.
 Ranked 6 among the Top 50 Service Brands in India.
2017
 Big Bazaar forays into the rural wholesale and distribution business through the
"Aadhaar Wholesale” store at Kalol, Gujarat.
 Big Bazaar has come up with a new logo with a new tag line. "Naye India Ka
Bazaar".
 200th stores opened in India.
 Future Group has launched its latest venture, Food hall- a premium food destination
across 10 metros in India.
 For the convenience of the online customers, Big Bazaar has started free shipping on
all orders above Rs.1000.
 Agreed with Hindustan Unilever to co-develop and co-brand bakery products. which
would be sold exclusively at Big Bazaar stores.
2018
 Big Bazaar entered a five year multi-million-dollar deal with Cognizant Technology
Solutions for IT infrastructure services that support Future Group's network of stores,
warehouses, offices and data centers.
 Partnered with Disney to launch “Kids Cookies” exclusively for kids across India. Big
Bazaar is planning to add further value to its retail services by offering value-added
services like grinding. de-seeding, vegetables cutting at free of cost.
2.2 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.
STRENGTH
 Large variety option.

 Cheap price.
 Big customer Base.
 Volume sales.
WEAKNESS
 Lacks in branded products.

 Low in product quality.
 Unable to provide enough parking space to its customers.
OPPORTUNITIES
 To open a greater number of big bazaars in different cities of the country

 To grab the rural market.
 To bring in the customers of another retail outlet by dealing with branded products.
 Add more products to its product category.
THREATS
 Opening of other discounted stores like Vishal mega mart.
 The convenience of customers to nearby Kirana stores.

 Availability of products in other retail outlets.
2.3 PRODUCTS AND SERVICE PROFILE:
 Urban yoga
 Nilgiris
 Tasty treat
 Fresh & pure
 EK Taa
 Premium harvest
 Mera swad
 Pratha
 Punya
 Sach
 Kosh
 Sunkist
 Kara
 TS
 Clean mate
 Care mate
 Indigo nation
 Scullers
 John millers
 All
 Rig
 Coverstory
 DJ & C
 Buffalo
 Hey
 Converse
2.4 VISION AND MISSION
VISION
 The future group shall deliver everything, everywhere & every time to every Indian
customer in the most profitable manner.
MISSION
 We share the vision & believe our customer & stakeholders shall be served only by
creating & executing the future scenarios in the consumption space leading to
economic development.
 We will be the trendsetters in evolving delivery formats.
 Creating a retail reality.
 Making consumption affordable for all customer segments for classes & for masses.
 We shall infuse Indian brand with confidence & renewed ambition.
2.5 Ownership pattern:
Mr. Kishore Biyani, Managing Director
Kishore Biyani is the Chief Executive Officer of Future Group and Managing Director.
Pantaloon Retail India Ltd. He started off his entrepreneurial career with the manufacturing
and distribution of branded men's wear products. In 1987, Kishore Biyani led the group's
foray into modern retail with the opening of the first department store Pantaloons in Kolkata.
In 2001, he created and evolved a pan-Indian, less-less model - Big Bazaar, a hypermarket
chain. followed by "Food Bazaar, supermarket Cham, which blended the look, touch and feel
of Indian bazaars with western hygiene. This was followed by Central, a first of its kind
seamless mall located in the heart of major India
Mr. Gopi Krishan Biyani, Wholetime Director
Gopi Krishan 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. Before 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.
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 among others.
Dr. DO Koshy, Independent Director
Dr. Do 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 centers 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 the University of Oklahoma and is a
Director, NIFT. Hyderabad chapter. She also serves on the board of Maharishi Commerce
Ltd and Samay Books Ltd, among others.
Ms. Bala Deshpande, Additional Director
Bala Deshpande, is Non-Executive Director, ICICI Venture Funds and serves on the boards
of Deccan Aviation, Nagarjuna Construction, Welspun India and Shoppers Stop Ltd, among
others.
Mr. Anil Harish, Independent Director
Anil Harish is the partner of DM Harish & Co. Associates & Solicitors and an LLM from the
University of Miami. He also serves on the board of Mahindra Gesco, Unitech IndusInd Bank
and Hinduja TMT, among others.
2.6 COMPETITORS OF BIG BAZAAR
 Reliance
 More
 Metro cash and carry
 Supermarket
 D-mart
 Food court
 Brand factory
CHAPTER-3
ORGANIZATION STRUCTURE
Big bazaar organization is head by our managing director. It follows an inverse pyramid
structure; as a result, decisions are taken closest to the point of customer action. Sales
executives are encouraged to think customer first. They are empowered to run their respective
departments like 'small business owners'.
ORGANIZATION STRUCTURE
Store Manager
Assistant Manager
Department Human Resource Administration Inform Sales
Manager Manager Manager Manager Manager
Asst. Dm Security
Visual
Team Merchandising Marketing
Leader Maintenance
Team Asst. Dm House Keeping
Member CSD Cashier
3.2 FUNCTIONAL AREAS OF BIG BAZAAR
1. Finance Department
2. Marketing Department
3. Human Resource Department
4. Sales Department
5. Logistic
6. Administration Department
FINANCE DEPARTMENT:
Finance is the lifeblood of any business. The south zone head office located at Magadi road
performance most of the financial functions and therefore the finance department of big
bazaar, GT MALL BB Performs a few basic functions, such as a preparing the stores’ income
and expenditure statement giving full particulars of all items.it also prepares the budget for
expenditure at various levels on different items.
MARKETING DEPARTMENT:
The marketing concept is a customer orientation backed by integrated marketing aimed at

generating customer satisfaction as the key to satisfying organizational goals. For a firm in an
order to implement the marketing concept it has to focus its attention on the customer,
ascertain his or her needs, discuss and wants before. Relationship marketing looks at
customers and plants over the longer-term. It takes in to account the lifetime value of a
customer. The Marketing department is responsible for the marketing of Big Bazaar's
products through different media like TV, Radio, newspapers, banners, placards, etc. The
marketing department must decide and identify the most effective medium to attract the
customers to Big Bazaar thereby increasing the sales. The department must design creative
and attractive advertisements through which the company's products can be promoted to the
customers. The company must visit different companies and must enter in tie-ups for all its
advertising campaign. The marketing department also consists of another separate department
which is known as "Visual Merchandising". Visual merchandising is an art by which a
retailer makes the store talk to its customers. The colors, signage, lights, look and feel,
everything is considered. It is very important to figure out what is the story, the picture, the
idea that is being sold to the customers.
HUMAN RESOURCE DEVELOPMENT
The HR Department of the big bazaar is very dynamic. Employees are the biggest strength
and assets of any organization and the HR dept realizes this very well. This is very evident
from the way the HR dept handles All its employees. They take the utmost care to select,
train, motivate and retain all the employers. They have continuous developmental programs
for all the employees.
SALES DEPARTMENT
This department is responsible for the collection of sales amounts that is cash sales, there are
in all 15 cash counters in the store, there is a head cashier to whom all the cashier report and
submit the total sales amount collected through the day by the casher. In addition to cash, all
leading credit and debit cards are accepted at no extra charge. All so big bazaar vouchers and
Sodexho coupons are also accepted. After the billing is done the casher has to pack the
products neatly in cover according to the customer’s needs. At the time of closing the billing
counter, the cashier must give a statement of cash, with all particulars of different
denominations of cash, the amount collected through credit cards, the amount collected in
debit cards, amount collected in Sodexho coupons & Big Bazaar vouchers and amount
collected through Credit Notes.
LOGISTIC
Logistic is a very important division of big bazaar.it is responsible for procuring the stock of
all products of the different departments. the logistic department receives the goods from the
warehouse. The warehouse of a big bazaar for the entire south zoon is located hosakote,
Karnataka. The logistics department receives the stock of different goods and verifies the
quantity and quality of the goods with the given in the Goods Received Statement which it
receives along with the stock. Then it checks for any damage in the stock received. If there is
no damage in the stock, after recording it in the Stock Inward Register despatches the goods
to the respective department taking the signature of the Departmental Manager On the other
hand if there is a damage in the goods or if the goods do not the details given in the Goods
Received Statement, it enters in the Stock Outward Register and send it back to the
warehouse along with a Goods Returned Note giving full information regarding the reason
for returning back the goods and the defect or damage in the goods. The logistics department
receives two truckloads of stock every day. It is the respective departmental Managers who
place an order to the Zonal head office through e-mail for a stock of goods when they feel
that the stock must be replenished. The logistics department works in complete coordination
with all the other departments to ensure that the stocks are received and maintained properly
products. Customers arrive in large numbers as they realize that it is on Wednesday that
products are offered at the lowest prices.
ADMINISTRATION DEPARTMENT
The Store administration comes under the Store Manager. Its functions are store maintenance,
housekeeping, security, etc. The store maintenance is concerned with the proper running of
the store in coordination with all the departments. It also must ensure proper back-up supply
control in times of power cuts.
The Housekeeping is concerned with keeping all the departments of the Store clean and neat
all the time. Covers and other wastes should be properly cleaned, and the floor is swept
regularly to keep it clean The Security section is concerned with the security of the entire
store. The security department keeps a vigilant check on all the people entering and departing
at the various entry and exit points in the store. They also maintain all the registers like
employees' attendance register, stock register, visitors' register, etc. They check all customers'
bills before letting them out of the store. They ensure orderliness in the store and prevent
shrinkage or pilferage of goods to minimize the loss arising out of it. The housekeeping and
security are outside agencies employed by the store on a contract basis to take care of the
respective occupations. The Administration department also has a separate section known as
‘Information Technology. This department is responsible for the maintenance of all the
systems of the Store, all billing machines their functioning networking with the master
machine, etc. If there is any problem with the machine in any department in the store, then
this department comes into function. This dept integrates all the systems in the store and
properly maintains all of them.
CHAPTER 4
RESEARCH METHODOLOGY
4.1 OBJECTIVES OF THE STUDY
1. To determine the level of customer satisfaction among the customer of Big Bazaar.
2. To analyse factors responsible for increasing among the customer of Big Bazaar.
3. To analyse the factor responsible for dissatisfaction among the customer of Big
Bazaar.
4.2 SCOPE OF THE STUDY
1. To study on customer behaviour.

2. To study customer preferences in shopping.
3. To study the satisfaction level of the customer.
4.3 Limitation of the study
1. The result based on a survey done on the customer who visits Big Bazaar.
2. The study sample size has been restricted, 50 customers.
3. This survey study is completely based on feedback given by the customer.
4.4 Data analysis
Source of data on customer satisfaction
There are two types of data we have collected
1. Primary data
2. Secondary data
Primary data: The primary data has been collected from customers through a structured
questionnaire, which is fresh and the first time and this happens to be about the current
research process.
Secondary data: The secondary data has been collected from various sources like journals,
books, magazines, newspapers, and the internet.
Sample Information:
I have used the Random sampling method because it assures that I will be able to represent
not only the overall population but also key subgroups of the population, especially small
minority groups.
Sampling Technique
Under random sampling I had taken ‘Stratified random sampling’, the customers of Big
Bazaar were subdivided into five homogeneous groups based on their age that is called
‘Strata’. Then a ‘Strata’ of hundred customers were selected from each subgroup.
Size of sample
Since the degree of accuracy is directly proportional to the sample size, so I had taken a
sample of 50 customers. Since there are different categories of customers and these are less
homogenous, so I had taken a large sample.
HYPOTHESIS
Null Hypothesis (Ho): Big Bazaar products and services satisfy its customers.
Alternate Hypothesis (Ha): Big Bazaar products and services do not satisfy its customers
4.5 DATA ANALYSIS AND INTERPRETATION
Table No 1: Do you frequently shop at Big Bazaar.
Particular Respondent Percentage%

Yes 39 78%
No 04 8%
Maybe 07 14%
Total 50 100
Analysis:
Out of 50 Respondents,39 respondents are frequently shopping at Big Bazaar and 04

respondents are frequently not shopping at Big Bazaar, remaining 07 respondents are Maybe
frequently shopping at Big Bazaar.
Graph No 1: Do you frequently shop at Big Bazaar.
Interpretation:
The graph says Out of the 100% of respondents, that is 78% of the respondents opt to
frequently shop at Big Bazaar and only 8% are respondents do not shop frequently,
remaining 14% Maybe frequently shop at Big Bazaar.
Table No 2: How frequently you shop at Big Bazaar.
Every Day 15 30%

Every week 16 32%
Once in two weeks 05 10%
Once in a month 14 28%
Total 50 100%
Analysis:
Out of 50 respondents,15 respondents visit Big Bazaar daily,16 respondents visit Big
Bazaar weekly 5 respondents visit Big Bazaar once in two weeks and the remaining 14
respondents visit Big Bazaar once in a month.
Graph No 2: How frequently you shop at Big Bazaar.
Interpretatio
n:
The graph says out of the 100% of respondents,30% of the respondents found shopping at
Big Bazaar daily. 32% of the respondents shop at Big Bazaar weekly,10% of respondents
shop at Big Bazaar once in two weeks and the remaining 28% of the respondents shop at
once in a month.
Table No 3: Your mind when you think about Big Bazaar?

Quality 20 40%
Brand 17 34%
Offers 10 20%
Discount 03 06%
Total 50 100%
Analysis:
Among 50 respondents,20 liked the quality of products at Big Bazaar.17 respondents like a
brand of products at Big Bazaar and 10 liked offers of products at Big bazaar, the remaining 3
respondents showed interest in the discount of products at Big Bazaar.
Graph No 3: Your mind when you think about Big Bazaar?
Interpretation:
Among 100% of respondents, 40% liked the quality of products at big bazaar,34% of
respondents like the brand of products. 20% liked offers at Big bazaar and the remaining 6%
of respondents showed interest in the discount of product at Big Bazaar.
Table No 4: Respondence about the variety of products available in Big Bazaar.

Yes 31 62%
No 14 28%
Maybe 05 10%.
Total 50 100%
Analysis:
The table says among 50 respondents,31 of them said that a variety of products are available
in Big bazaar,14 of them said not a wide variety of products available in Big bazaar and 5 of
them said maybe a variety of products available in Big Bazaar.
Graph 4: Respondence about a variety of products available in Big Bazaar.
Interpretation:
The graph says in 100% of respondents,62% of them said that a verity of products is
available in Big bazaar.28% of them said not a wide variety of products are available in Big
Bazaar and only 10% said maybe a variety of products available in Big Bazaar.
Table No 5: Satisfied with Big Bazaar.

Yes 31 62%
No 13 28%
Maybe 06 12%
Total 50 100%
Analysis:
In this analysis 50 respondents,31 were satisfied with Big Bazaar.13 peoples say not satisfied
with Big Bazaar and remain, 6 peoples, says partially satisfied with big bazaar.
Graph 5: Satisfied with Big Bazaar.
Interpretation:
The survey shows that about 62% were satisfied with big bazaar.26% peoples not satisfied
with big bazaar and remain 12% partially satisfied with big bazaar.
Table No 6: Big Bazaar has a good parking facility.

Yes 33 66%
No 11 22%
Maybe 06 12%
Total 50 100%
Analysis:
The table shows out of 50 respondents.31 respondents say has a good parking facility at a big
bazaar.11 said not good parking facility at big bazaar and remain 6 respondents said maybe
has good parking facility at big bazaar.
Graph No 6: Big Bazaar has a good parking facility.
Interpretation:
The big bazaar has good parking facilities because around 66% of people said it Has good
parking facilities and this survey even says big bazaar also needs to improve the parking
facilities and so that’s 22% of the customer answers.
Table No 7: Rating about Big Bazaar product.

Good 27 54%
Ok 16 32%
Average 05 10%
Bad 02 04%
Total 50 100%
Analysis:
The table shows 50 respondents. 27 respondents are rated the products are good,16
respondents rated the product are ok, 5 respondents rated the product are average and 2
peoples rated the products badly.
Graph No 7: Rating about Big Bazaar product.
Interpretation:
The graph shows 50 respondents. 54% of respondents are rated the products are good,32% of
respondents rated the product are ok, 10% of respondents rated the product are average and
4% of peoples rated the products badly.
Table No 8: Navigation about Big Bazaar store.

Excellent 22 44%
Very Good 15 30%
Good 08 16%
Fair 03 06%
Poor 02 04%
Total 50 100%
Analysis:
The table shows 50 respondents, 22 respondents said excellent navigation to big bazaar.15
respondents said very good location facility and 8 respondents said good location facility at
big bazaar and only 2respondents said poor location at big bazaar.
Graph No 8: Navigation about Big Bazaar store.
Interpretation:
The graph shows 50 respondents, 44%respondents said excellent navigation to big

bazaar.30% respondents said a very good location facility and 16% of respondents said good
location facility at big bazaar and only 2% of respondents said poor location at big bazaar.
Table No 9: Product display, finding and any product & Signage in Big Bazaar.

Good 41 82%
Bad 09 18%
Total 50 100%
Analysis:
The table shows 50respondents, approximately 41 people replied that the big bazaar adopted
a very regular method of showing the item in-store and 9 respondents reacted negatively, so
we discovered that customer expectations were very high.
Graph No 9: Product display, finding and any product & Signage in Big Bazaar.
Interpretation:
The graph shows 100% of respondents,82% of people response that the big bazaar adopted a
very regular method of showing the item in-store and 18% of respondents reacted negatively,
so we discovered that customer expectations were very high.
Table No 10: You visit at Big Bazaar.

Yes 22 44%
No 12 24%
Maybe 15 30%
Sure 01 02%
Total 50 100%
Analysis:
The table shows 50 respondents, 22 people said to visit the big bazaar, 12 people said not to
visit the big bazaar and 15 respondents said maybe visit the big bazaar, remain 1 respondent
said sure to visit the big bazaar.
Graph No 10: You visit at Big Bazaar.
Interpretation:
The graph shows 50 respondents,44% of people said to visit the big bazaar, 24% of people
said not visit the big bazaar and 30% of respondents said maybe visit the big bazaar, remain
2% respondents said sure to visit the big bazaar.
Table No 11: packing of Big Bazaar product.

Good 24 48%
Very Good 17 34%
Fair 08 16%
Poor 01 02%
Total 50 100%
Analysis:
The table shows 24 respondents said good with the packing process, 17 respondents tell us
very good packing process and remain 8 and 1 respondents said not good packing process at
big bazaar.
Graph No 11: packing of Big Bazaar product.
I
nterpretation:
The graph shows 50 respondents, 48% of respondents said good with the packing process,
34% respondents tell us a very good packing process and remain 16% and 2% respondents
said not good packing process at big bazaar.
Table No 12: Shopping experience with the Big Bazaar.

Good 32 65.3%
Excellent 16 32.7%
Poor 01 02%
Total 50 100%
Analysis:
The table shows 50 respondents,32 people replied good experience shop at big bazaar,16
people said excellent experience shop at big bazaar and remain 1 respondent replied poor
experience shop at big bazaar.
Graph No 12: Shopping experience with the Big Bazaar.
Interpretation:
The graph shows 50 respondents,65.3% people replied good experience shop at big
bazaar,32.7% people said excellent experience shop at big bazaar and remain 2% respondent
replied poor experience shop at big bazaar.
Table No 13: Durability of Big Bazaar product.

One Month 18 36%
Three Month 22 44%
Six Month 06 12%
One Year 04 08%
Total 50 100%
Analysis:
The table shows 18 respondents said shopped once in a month,22 respondents said shopped
in three months.6 respondents tell us shopped in a six month and 4 people said shopped in
yearly at big bazaar.
Graph No 13: Durability of Big Bazaar product.
Interpretation:
The graph shows 36% of respondents said shopped once in a month,44% of respondents said
shopped in three months.12% respondents tell us shopped in a six month and 8% people said
shopped in yearly at big bazaar.
Table No 14: Satisfaction about Big Bazaar Product.

Satisfied 38 76%
Not Satisfied 12 24%
Total 50 100%
Analysis:
The table shows 50 respondents, 38 people satisfied with big bazaar products and brand,
remain 12 respondents not satisfied with big bazaar products.
Graph No 14: Satisfaction about Big Bazaar Product.
Interpretation:
The survey shows 50 respondents, 76% of people satisfied with big bazaar products and
brand, remain 24% people replied not satisfied with big bazaar products.
Table No 15: This the first time you have used our Big Bazaar product.

Yes 27 54%
No 17 34%
Maybe 06 12%
Total 50 100%
Analysis:
The table shows 27 respondents replied the first time use the big bazaar product, 17
respondents tell us not first time use the big bazaar product and remain 6 respondents said
maybe the first time use the big bazaar product.
Graph No 15: This the first time you have used our Big Bazaar product.
Interpretation:
The survey shows out of 50 respondents, 54% replied the first time use the big bazaar
product, 34% respondents tell us not first time use the big bazaar product and remain 12%
respondents said maybe the first time use the big bazaar product.
Table No 16: You recommend us to a friend.

Yes 35 70%
No 10 20%
Maybe 05 10%
Total 50 100%
Analysis:
The table shows 50 respondents, 35 respondents said referred shop at big bazaar, 10
respondents said to us not referred shop at big bazaar and remain 5 respondents said maybe
recommended shop at big bazaar.
Graph No 16: You recommend us to a friend.
Interpretation:
The graph shows 50 respondents, 70% respondents said referred shop at big bazaar, 20%
respondents said to us not referred shop at big bazaar and remain 10% respondents said
maybe recommended shop at big bazaar
CHAPTER-5
CASE CONTEXT
5.1 CASE ANALYSIS
“A STUDY ON CUSTOMER SATISFACTION AT BIG BAZAAR G T MALL

BANGALORE”
Defining Customer Satisfaction: It is a measurement or indicator of the degree to

which customers or users of an organization’s products or services are pleased with those
products or services.
Customer satisfaction with a company can be defined as:
 The company's ability to fulfil the business, emotional, and psychological needs of its
customers;
 Quality of service delivery expected by the customers.

 An internal drive to satisfy an unsatisfied need of the customer.
 Pleasantly providing good service and meeting the customer's expectations;
 The measure of the degree to which a product or service meets the customer's
expectations.
 Comparison of expectations versus actual experience.
Why and how to measure Customer Satisfaction?
Most companies say that they believe in great customer service, but few set up a system to
ensure that they provide it. To deliver excellent customer service takes both understanding
what your customers want and the way to see that they receive it.
Delighted Customers Are Profitable:
It is widely accepted that it is almost five times more profitable to sell to an existing customer
than to find a new customer. More important, the difference between satisfied customers and
very satisfied customers can make a big difference in customer repeat business and the
profits. Measuring client satisfaction is very important and distinguishing between degrees of
satisfaction by using customer surveys is crucial.
Measuring Customer Satisfaction
There are several ways to gather input from customers. The simplest way to find out how
customers feel and what they want is to ask them. If you have only 20 customers, you can
talk to each one personally. The advantage of this approach is that you'll get a personal "feel"
for each customer. The disadvantage is that you'll gather different information from each
customer depending on how on the conversation goes. Customer surveys with a standardized
survey question insure that you will collect the same information from everyone. Remember
that few of your customers will be interested in "filling out a questionnaire". It's worked for
them without much reward. By launching a customer survey as an attempt to find out "how
we can serve you better" customers will feel less put upon.
Here are a few of the possible dimensions that one could measure:
 Quality of product
 Pricing
 Offers and discounts
 Staff's behaviour
 Complaints or problems
 Billing experience
 Security's behaviour
 Store's ambiance & cleanliness
 Overall experience in store
Using Satisfaction Surveys to achieve a Competitive advantage
Consider these statistics:
 Only 4% of all customers with problems complain

 The average person with a problem eventually tells 9 other people
 Satisfied patients and customers tell 5 other people about their good treatment
 Cost of acquiring a new customer is usually 5-7 times greater than retaining current
ones
 The cost of hiring and training a new employee is up to 10 times greater than retaining
current ones.
These facts underscore the need to satisfy your current customers, so they remain with your
organization. Ensuring their satisfaction is vital to your long-term business survival and
profitability. The technology available to both you and your competitors have made it easier
to duplicate each other’s products or services. Because of this, it is increasingly difficult to
rely on features alone to differentiate yourself from the competition. Excellent customer
satisfaction is one of the few ways to achieve sustainable competitive advantage.
Satisfaction (and dissatisfaction) affects your organization's bottom line
The value of satisfaction is often underestimated. Loyal customers affect an organization's

success, which can be difficult to quantify. Loyal customers grow your business by
increasing market share. Over a lifetime, a loyal customer purchases more, purchases at a
premium (they are less sensitive to price), costs less to sell to and refers your business to
others. An essential part of assessing satisfaction includes identifying dissatisfaction.
Dissatisfied customers often hold the information you need to succeed. Understanding when
and why dissatisfaction occurs, helps you implement changes to gain and retain future
customers. No matter what type of business you are in, surveys are an important tool to help
you collect the information you need to understand and evaluate satisfaction
CHAPTER-6
FINDINGS SUGGESTION AND CONCLUSION
6.1 FINDINGS OF THE STUDY: -
Big Bazaar is, without doubt, the number one retailer in India. It has built very friendly
relationships with customers. Purity and a clean environment are also the major concern for
big bazaar and Management need to focus on it. This can also say that location, various
services, and cost-effective products are not the only thing which attracts the customer, but
good customer service is one of the vital factors that attract customers.
 Most of the customers are frequently shop at fashion Big Bazaar.

 The majority of customers visit once in a week to Big Bazaar.
 Almost all people use to think about quality.

 The majority of people use to think that the variety of products available in fashion
Big Bazaar.
 Almost customers satisfied with the fashion Big Bazaar product.
 Customers used to think that Big Bazaar provides a good parking facility.
 According to a customer of Big Bazaar rating of products are good.
 Navigation of moving around the store in Big Bazaar good and moderate.
 Finding any product and signage in Big Bazaar is good and satisfied.
 Visiting of a customer at Big Bazaar most of sure and few are maybe,
 Packing of products at Big Bazaar is very good.
 Customer previous experience with Big Bazaar highly satisfied.
 The customer had a Big Bazaar product in a month.
 Customer satisfaction with Big Bazaar product strongly agree.
 Customers who used Big Bazaar products for many people.
 Most of the Customer will recommend Big Bazaar products to friends.
6.2 SUGGESTION:
In the company, I got some idea of how to give offers to the customer.
 Provide more offers to the customer.

 Customers must be satisfied with the Big Bazaar product.
 Customers must feel free at Big Bazaar while shopping.
 The need of the customer must be fulfilled by Big Bazaar.
 The qualities of the product must be good.
 Variety of the product must be available.
CONCLUSION:
The study concludes that the study on customer satisfaction in Bangalore's Big Bazaar is very
significant to my one-month research is that fashion in large bazaar stores in India has a very
wide scope for the future. Big Bazaar stores have a friendly customer relationship. Many
customers are happy with Big Bazaar services and people like them schemes very much. Big
Bazaar has created a very good image in the minds of its customers, so they have a very High
expectation level from Big Bazaar. Moreover, Big Bazaar can fly on the path of ultimate
growth if they can bring Further luxury labels at a decent cost and a range of quality products.
Big Bazaar stores will attract customers if a lot of loyalty programs and strategies are used.
Through implementing more creative approaches as recommended, consumers will only
become loyal if they are provided with a more friendly and satisfying store experience. As
most of the retail industries did market research before entering into the market. The same
thing was done by Big Bazaar. Location, market, consumer perception analysis was done by
Big Bazaar. Far more diversification has been invested in it in one year. And they use a lot of
loyalty programs & IT strategies to retain customers. Big Bazaar, a member of the future
community is a hypermarket that provides a vast array of good quality products for everyone
at affordable prices. Big bazaar with over 140 outlets in a different part of India is present in
both the metro cities as well as in small towns.
 Big bazaar can attract more customers through different varieties.

 By delivering home delivery services, they can boost customer satisfaction.
 We can say that Big Bazaar is one of India's leading retail industries.
There is a good working environment and various services are also offered to improve
customer service.
LEARNING OUTCOMES:
This research is done to get and satisfied requirements for the award of degree of master of
business management in this Study I learned how to interact with the customers and learned
about marketing, how to attract customer towards the product in the organization,
Questionnaire, and primary data collection for my project "A study on Customer Satisfaction
at Big Bazaar in G T WORLD MALL Bangalore" After collecting all the primary data, By
doing this research, I gained more knowledge about customer satisfaction. This plan provides
students with very valuable practical training.
BIBLIOGRAPHY
 www.futurebytes.com
 www.pantaloon.com
 www.retailindia.com
 www.google.com
 Principles of Marketing management (Philip Kotler)
 Marketing Research.
ANNEXURE:
QUESTIONNAIRE:
Respected sir/ madam

I am SHIVAKUMAR student of post graduate in Business Administration, Bangalore
University, pursuing a research project on “A STUDY ON CUSTOMER SATISFACTION
AT BIG BAZAAR G T MALL BANGALORE” I shall be grateful to you could spare your
valuable time and efforts with your views on the subject on the research of the study
1. Do you frequently shop at Big Bazaar.?

1. Yes 3. Maybe
2. No
2. How frequently you shop at Big Bazaar.?

1. Every day 3. Once in 2 weeks
2. Every week 4. Once in a month
3. What comes to your mind when you think about Big Bazaar.?
1. Quality 3. Offers
2. Brand 4. Discount
4. Do you feel variety of product available in Big Bazaar.?
1. Yes 3. Maybe
2. No
5. Are you satisfied with Big Bazaar Product.?
1. Yes 3. Maybe
2. No
6. Do you think this Big Bazaar has good parking facility?
1. Yes 3. Maybe
2. No
7. How do you rate the following in our Big Bazaar product?
1. Good 2. Ok
3. Average 4. Bad
8. How do rate the navigation in our Big Bazaar Store?
1. Excellent 3. Good 5. Poor
2. Very good 4. Fair
9. How would you rate the product display, finding any product & Signage in our Big
Bazaar.?
1. Good 2. Bad
10. Would you visit Big Bazaar.?
1. Yes 3. Maybe
2. No 4. Sure
11. How would you rate the packing of our Big Bazaar product?
1. Good 3. Fair
2. Very good 4. Poor
12. Can you tell us about your previous shopping experience with the Big Bazaar?
1. Good 2. Excellent
3. Poor
13. How long have you had the Big Bazaar product?
1. One month 3. Six months

2. Three month 4. One year
14. How satisfied were you with your product of Big Bazaar?
1. Satisfied 2. Not satisfied
15. is this the first time you have used our Big Bazaar product?
1. Yes 2. No
3. Maybe
16. Would you recommend us to a friend?
1. Yes 3. Maybe
2. No

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A STUDY ON CUSTOMER SATISFACTION AT BIG BAZAAR G T WORLD MALL, BANGALORE

1.1 INDUSTRY PROFILE

RERAILING FORMATS IN INDIA

Here in this store, we get fewer collections of products at less cost.

Here they concentrate only on one category or segment.

 Mom and Pop

Introspection for continuous learning, self-development, and personal excellence

Valuing and nurturing relationships with customers, business associates, stakeholders,

Simplicity and positivity to foster innovation, speed, and imagination

2.1 COMPANY PROFILE

 Kishore Biyani group CEO

ABOUT FUTURE GROUP:

THE WAY AHEAD BIG BAZAAR GEN NXT

 Launched big bazaar gen-next stores at Mumbai and Noida

 50 Standalone stores plus at every big bazaar.

FOOD HALL (FOR THE LOVE OF FOOD)

 5 stores attracting the most discerning food consumer.

Lines of Business of the Above Store:

2.1 THEORITICAL BACKGROUND OF THE STUDY:

Organization is set of people working together for accomplishment of a common

NEED OF THE STUDY:

Research Methodology is a collection of different methods to be followed in order to find

 The company incorporated as Manzo Wear Private Limited. Launch of Pantaloons

 Launch of BARE, the Indian jeans brand.

 Initial public offer (IPO) was made in the month of May.

 The Pantaloon Shoppe – exclusive menswear store in franchisee format launched

 John Miller –Formal shirt brand launched.

 Pantaloons – India’s family store launched in Kolkata.

 Food Bazaar, the supermarket chain is launched.

 The 50th " Big Bazaar store is launched in Kanpur

 Big Bazaar opens its second store in Assam at Tinsukia.

2.2 SWOT ANALYSIS OF BIG BAZAAR

 Large variety option.

 Lacks in branded products.

 To open a greater number of big bazaars in different cities of the country

 Opening of other discounted stores like Vishal mega mart.

 The convenience of customers to nearby Kirana stores.

2.3 PRODUCTS AND SERVICE PROFILE:

2.4 VISION AND MISSION

2.5 Ownership pattern:

Mr. Kishore Biyani, Managing Director

Mr. Gopi Krishan Biyani, Wholetime Director

Mr. Rakesh Biyani, Wholetime Director

Mr. Ved Prakash Arya, Director

Mr. Shailesh Haribhakti, Independent Director

Shri Shailesh Haribhakti, is a Chartered Accountant, Cost Accountant, and a Certified

Mr. S Doreswamy, Independent Director

Dr. DO Koshy, Independent Director

Ms. Anju Poddar, Independent Director

Ms. Bala Deshpande, Additional Director

Mr. Anil Harish, Independent Director

2.6 COMPETITORS OF BIG BAZAAR

Department Human Resource Administration Inform Sales

Manager Manager Manager Manager Manager

Team Merchandising Marketing

Team Asst. Dm House Keeping

Member CSD Cashier

3.2 FUNCTIONAL AREAS OF BIG BAZAAR

The marketing concept is a customer orientation backed by integrated marketing aimed at

HUMAN RESOURCE DEVELOPMENT

4.1 OBJECTIVES OF THE STUDY

4.2 SCOPE OF THE STUDY

1. To study on customer behaviour.