My Project On Big Bazaar FINAL

A project report on
“A STUDY ON CONSUMER PERCEPTION AT
BIG BAZAAR”
Submitted in partial fulfillment of the requirements for the Award of the

degree of
BACHELOR OF BUSINESS ADMINISTRATION
By
MR.ABU THALIF S
17IABBA006
2017–2020
Under the guidance of
MS. MARY MAGDALENE

Assistant Professor
Department of Business Administration
Affiliated to Bangalore North University

Hennur Main Road, Bangalore- 43
DECLARATION BY THE STUDENT
I hereby declare that “A STUDY ON CONSUMER PERCEPTION AT

BIG BAZAAR” is the result of the project work carried out by me under th guidance
MS. MARY MAGDALENE in partial fulfillment for the award of Bachelor’s Degree
in Business Administration by
Indian Academy Degree College – Autonomous, Affiliated to Bangalore North
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 Institute for the award of any other degree or Diploma
or Certificate.
Place: Bangalore
Name: ABU THALIF S
Date: Register Number: 17IABBA006

3
GUIDE CERTIFICATE
This to certify that the project report entitled “A STUDY ON CONSUMER PERCEPTION AT
BIG BAZAAR” is submitted in partial fulfillment for the award of Bachelor of Business
Administration at Indian Academy Degree College – Autonomous, Affiliated to Bangalore North
University. This is a record of Bonfied research work carried out by Mr.ABU THALIF S under my
guidance and no part of this has been submitted for the award of any other Degree/ Diploma/
Fellowship of other institution.
MS. MARY MAGDALENE

Place: Bangalore
Date: Assistant Professor
INDIAN ACADEMY DEGREE COLLEGE AUTONOMOUS

4
ACKNOWLEDGEMENT
I would like to express my sincere gratitude to all those who have been instrumental in presentation of this
project report.
No work can be accomplished alone. It needs of various people to give a final stage.
I would like to express my sincere thanks to Dr. E JEROME XAVIER, Principal, Indian Academy Degree
College- Autonomous, and Ms. SHALINI.S,Vice-Principal, HOD Department of Business Administration,
for their kind support and encouragement.
I am indebted to my Project guide, MS. MARY MAGDALENE (Assistant Professor, Department of

Business Administration) who has helped for successful completion of the project.
My special thanks go to Mr. SANTHOSH, HR MANAGER ,BIG BAZAAR,BANASWADI for granting

permission and also for his support and guidance. Special thanks for providing opportunity to undertake
this project and for their kind co- operation during my data collection process.
I am thankful to other distinguished faculties, my parents and friends for their support that has largely
contributed to the successful completion of the project.
Place: Bangalore MR.ABU THALIF S

Date: Reg.No:17IABBA006
INDIAN ACADEMY DEGREE COLLEGE AUTONOMOUS

“A STUDY ON CONSUMER PERCEPTION AT BIG BAZAAR” BIG BBAZAAR
TABLE OF CONTENT
Sr. Particulars Page

No. No.
1. Introductions to marketing &consumer Perception 1-5
2. Industry Profile 6
a. Global 7
b. National 9
c. State 14
d. PESTEL 15
e. Current trends 18
f. Major Players 19
g. Major Offerings 25
3. Company Profile 26
a. Company Profile 26
b. Organogram 42
c. Divisions/ Departments 44
d. SWOT 57
e. Market Position 58
4. Review of Literature 59-66
5. Research Methodology 67
a. Problem Statement 67
b. Research Objective 67
c. Research Design 67
i. Type of Design
ii. Sampling
iii. Data Collection
iv. Tools for Analysis
v. Limitations of the Study 68
6. Data Analysis 68-110
7. Findings 111
8. Conclusions and Recommendations 112
9. Bibliography 113
10 Annexure 119
5 | P a g e INDIAN ACADAMY DEGREE COLLEGE-AUTONOMOUS

CHAPTER 1 PART A
INTRODUCTIONS OF MARKET
MARKET:
The term market is originated from a Latin word ‘markets’ which means ‘a place where business is
conducted ‘.The term market is interpreted in two senses .In narrow sense it is taken as particular place where
goods/services are exchange. But in a broader sense, physical place and face to face presence is not
considered. In this sense market is taken to mean exchange of goods and services from anywhere and not
necessarily in stipulated place.
A market is any place where the sellers of a particular goods or services can meet with the buyers of that
goods and services where there is potential for a transaction to take place. The buyer must have something
they can offer in exchange for there to be a potential transaction.
MARKETING:
It includes all those activities concerned with identifying the needs of the customers, producing products that
suit the needs of the customers, and ultimately distributing them to the customers at a profit. It involves
creation of customers for the products or services and their satisfaction.
marketing is the business that identify unfulfilled needs and wants to defines and measure their magnitude,
determine which market company can best serve, decide on appropriate products, services and program to
serve these markets and call upon everyone in the company to “think and serve the customers”.
Marketing is the link between society material requirements and its economic alters of response. The ‘KEY
FACTORS’ to business success is marketing.
The Customer is the KING in the market. Customer tries to satisfy his needs and wants from different market
sources. His tastes fashions and preferences also change from time to time. Hence, the marketer should have
an art of reading the mind of the consumer and act accordingly.
Marketing comprises of all activities involved in the determination and satisfaction of customer needs at a
profit. By means of marketing function marketer can direct the firm’s response to every changing market
environment and orient all parts of the business towards the creation of satisfied customer.

DEFINITION:
Marketing deals with identifying and meeting human and social Needs .The shortest definition of marketing
is “meeting needs Profitably ” Marketing is a social and managerial process by which individuals and group
obtain what they need and want through creating offering and exchanging products and value with others.
The above marketing definition rests on the following Core
Concepts:
 Needs
 Wants
 Demand
 Products
 Utility
 Value and satisfaction
 Exchange transactions and Relationship Market
 Marketing and Marketers
As given by- Philip KOTLER
American Marketing Association defines marketing as “an Organizational function and a set of processes
for creating, Communicating and delivering value to customers and for managing customer relationships in ways the
benefit the organization and its stake holders.”
According to Peter Dracker “ Marketing is to make selling Communicating and delivering value to
customers and for managing Communicating and delivering value to customers and for managing customer
relationships in ways the benefit the organization and its stake holders. Superfluous the aim of marketing is
to know and understand the customer so well that the product or service fits him and sells itself. Marketing
should resulting a customer who is ready to buy’’.

NATURE AND SCOPE OF MARKETING:

 Marketing centers around the consumer:- Marketing thinking starts with the fact of human needs and
wants.
 Marketing begins and ends with the customer:-Marketing starts even before the actual product begins.
Marketing forms the foundation of product innovation and conception.
 Marketing is the guiding element of business:-Marketing a trade play vital role in the economic growth
and overall development of a nation. Its aim is to reach customers at a maximum speed with minimum
cost.
 Marketing is a system:- Marketing is an ongoing and dynamic process involving a set of interacting and
interrelated activities to reach the customer. It receives inputs from the customers in the form of valuable
information and processes this information to supply the desired products/services to satisfy consumer
needs.
 Marketing is a goal oriented process:- The basic aim of marketing is to generate profits along with
customer satisfaction. Increase in sales volume, higher profits and considerable growth are the objectives
of marketing along with social objectives.
 Marketing is a process of exchanges:- Marketing emerges when people decide to satisfy needs and
wants through exchanges. exchanges are the act of obtaining a desired product from someone by offering
something in return.
OBJECTIVES OF MARKETING:
Though profit is the major aim, marketing has certain other objectives to be achieved. These are:
1. Intelligent and effective application of modern marketing policies.
2. To develop the market field.
3. To develop and implement policies for better results.
4. To suggest solutions by studying the problems relating to marketing.
5. To find sources for the further information concerning market problems.
6. To take appropriate and opportune action in the course of working.

SIGNIFICANCE OF MARKETING:
The role of marketing cannot be overestimated. Role covers benefits and costs of market. The benefit of
marketing is seen from two angles;
I) Benefit to the society:
1. It is an instrument of lifting living standards.
2. It provides gainful employment opportunities.
3. It is the stabilizer of economic conditions.
II) Benefit to individual firms:
1. It enables the firm to earn profits.
2. It acts as a basis for marketing decisions
3. It acts as a source and channel of new ideas.
III) Benefit to the Customers:
1. To create awareness for the products.

2. Better and quality products are the results of marketing.
3. A lot of variety to choose.
4. After sales service is available.
IV) Benefit to Organization:
1. To know the changes in behavior by continuous market
research, market survey.
2. To know the technological changes.
3. To make distribution with ease.
FUNCTIONS OF MARKETING:
The functions of marketing are basically divided into three categories. They are:
A) Functions of exchange:
1. Buying
2. Selling
B) Functions of physical supply:
1. Transportation
2. Storage
C) Facilitation function:
1. Financing

2. Risk Bearing
3. Market Information
4. Standardization
Marketing Management: It is the process of planning and executing the concepts of Pricing, Promotion
and Distribution of goods and services to create changes that satisfy individual or organization objectives. It
is the art and science of choosing target. markets and getting, keeping and growing customers through
creating, delivering and communicating superior customer value.
Objectives of Marketing Management:
1. Marketing Objectives: marketing management determines the marketing objectives. The marketing
objectives may be short term or long term and need a clear approach. They have to be in coherence with
the aims and objectives of the organization.
2. Planning: After objectively determining the marketing Objectives, the important function of the
marketing Management is to plan how to achieve those objectives. This includes sales forecast, marketing
programmes formulation, marketing strategies.
3. Organization: A plan once formulated needs implementation. Organizing functions of marketing
management involves the collection and coordination of required means to implement a plan and to
achieve pre-determined objectives. The organization involves structure of marketing organization, duties,
responsibilities and powers of various members of the marketing organization.
4. Coordination: Coordination refers to harmonious adjustment of the activities of the marketing
organization. It involves coordination among various activities such as sales forecasting, product
planning, product development, transportation, warehousing etc.
5. Direction: Direction in marketing management refers to development of new markets, leadership of
employees, motivation, inspiration, guiding and supervision of the employees.
6. Control: Control refers to the effectiveness with which a marketing plan is implemented. It involves the
determination of standards, evaluation of actual performance, adoption of corrective measures,
7. Staffing: Employment of right and able employees is very crucial to success of a market plan. The market
manager coordinates with the Human Resource Manager of an organization to be able to hire the staff
with desired capability.
8. Analysis and Evaluation: The marketing management involves the analysis and evaluation of the
productivity and performs mace of individual employees.

Functions of Marketing Management:
Some of the major functions of marketing are as follows: 1. Selling 2.Buying and
Assembling3.Transportation 4. Storage 5 Standardization and Grading 6 Financing 7.Risk Taking 8.Market
Information.
The marketing process performs certain activities as the goods and services move from producer to consumer.
All these activities or jobs are not performed by every firm.
However, they must be carried out by any company that wants to operate its marketing systems successfully.
1. Selling:
It is core of marketing. It is concerned with the prospective buyers to actually complete the purchase of an
article. It involves transfer of ownership of goods to the buyer. Selling plays an important part in realising the
ultimate aim of earring profit. Selling is enhanced by means of personal selling, advertising, publicity and
sales promotion. Effectiveness and efficiency in selling determines the volume of company’s profits and
profitability.
2. Buying and Assembling:
It involves what to buy, of what quality, how much from whom, when and at what price. People in business
buy to increase sales or to decrease costs. Purchasing agents are much influenced by quality, service and
price.
The products that the retailers buy for resale are determined by the needs and preferences of their customers.
A manufacturer buys raw materials, spare parts, machinery, equipment’s, etc. for carrying out his production
process and other related activities. A wholesaler buys products to resell them to the retailers.
3.Transportation:
Transportation is the physical means by which goods are moved from the places where they are produced to
those places where they are needed for consumption. It creates place, utility. Transportation is essential from
the procurement of raw material to the delivery of finished products to the customer’s places. Marketing
relies mainly on railroads, trucks, waterways, pipelines and air transport.

4. Storage:
It involves holding of goods in proper (i.e., usable or saleable) condition from the time they are produced
until they are needed by customers (in case of finished products) or by the production department (in case of
raw materials and stores); storing protects the goods from deterioration and helps in carrying over surplus for
future consumption or use in production. Goods may be stored in various warehouses situated at different
places, which is popularly known as warehousing.
5. Standardization and Grading:
The other activities that facilitate marketing are standardisation and grading. Standardisation means
establishment of certain standards or specifications for products based on intrinsic physical qualities of any
commodity. This may involve quantity (weight or size) or it may involve quality (colour, shape, appearance,
material, taste, sweetness etc.) Government may also set some standards, for example, in case of agricultural
products. A standard conveys a uniformity of the products.
6. Financing:
It involves the use of capital to meet financial requirements of agencies dealing with various activities of
marketing. The services to provide the credit and money needed, the costs of getting merchandise into the
hands of the final user is commonly referred to as finance function in marketing.
7. Risk Taking
Risk means loss due to some unforeseen circumstances in future. Risk bearing in marketing refers to the
financial risk interest in the ownership of goods held for an anticipated demand including the possible losses
due to a fall in prices and the losses from spoilage, depreciation, obsolescence, fire and floods or any other
loss that may occur with the passage of time.
8. Market Information:
The importance of this facilitating function of marketing has been recognised only recently. The only sound
foundation on which marketing decisions may be based is correct and timely market information. Right facts
and information reduce the aforesaid risks and thereby result in cost reduction.

CHAPTER 1 PART B
What is Perception?
Perception is the way we all interpret our experiences. Having the right perception is significant
skill for any effective leadership. It is important to understand that perception is
often portrayed through communication in any organization be it big or small and therefore, it
is a pertinent tool in leadership.
Previous experience and learning, attitudes and interests, needs and feelings, and the current
situation all affect perception.
Perception differs from individual to individual due to a variety of personal, socio-

economical, and cultural differences.
A process by which individuals organize and interpret their sensory impressions in order to
give meaning to their environment.
People’s behavior is based on their perception of what reality is, not on reality itself. The
world as it is perceived is the world that is behaviorally important.
Shortcuts in judging others
Selective Perception: People selectively interpret what they see on the basis of their interests,
background, experience and attitudes.
Halo Effect: Drawing a general impressions about an individual on the basis of a single
characteristics.
Contrast Effect: Evaluation of a person’s characteristics that are effected by comparisons with
other people recently encountered who rank higher or lower on the same characteristics.
Projection: Attributing one’s own characteristics to other people. Stereotyping: Judging someone

on the basis of one’s perception of the group to which that person belongs
The Perception Process
Selection
The world around us is filled with an infinite number of stimuli that we might attend to, but
our brains do not have the resources to pay attention to everything. Thus, the first step of
perception is the (usually unconscious, but sometimes intentional) decision of what to attend
to. Depending on the environment, and depending on us as individuals, we might focus on a
familiar stimulus or something novel. When we attend to one specific thing in our environment
—whether it be a smell, a feeling, a sound or something else entirely—it becomes the attended
stimulus.
Organization
Once we have (consciously or unconsciously, though usually the latter) chosen to attend to a
stimuli in the environment, it sets off a series of reactions in our brain. This neural process
starts with the activation of our sensory receptors (touch, taste, smell, sight and hearing). The
receptors transduce the input energy into neural activity, which is transmitted to our brains,
where we construct a mental representation of the stimulus (or, in most cases, the multiple
related stimuli) called a percept. An ambiguous stimulus may be translated into multiple
percepts, experienced randomly, one at a time, in what is called "multistable perception."
Interpretation
After we have attended to a stimulus, and our brains have received and organized the
information, we interpret it in a way that makes sense using our existing information about the
world. Interpretation simply means that we take the information that we have sensed and
organized, and turn it into something that we can categorize. For instance, in the Rubin Vase
illusion mentioned earlier, some individuals will interpret the sensory information as "vase",
and some will interpret it as "faces". By putting different stimuli into categories, we can better
understand and react to the world around us.

Factors that influence Perception
Importance
Consumer Perception Basics
Consumer perceptions can determine the success or failure of a business. For example, if
a retail store has a reputation of being selling best products in city, the general consumer
perception in the city might be that you should to go the same retail store if you want
best products. On the other hand, if consumers have negative views about company it
could seriously hamper revenue success. For instance, if a hardware store becomes
known for cheap, shoddy products, consumers might avoid purchasing its goods unless
they cannot afford higher quality goods.

Marketing
 Marketing describes how a company chooses what types of products and services to offer
and how it distributes, prices and promotes those products and services. Consumer
perceptions often determine the types of products and services companies offer.
Businesses create advertisements to make consumers aware of their products and
services and influence how consumers perceive those products and services.
Branding
 A trademark is a name, phrase, symbol or combination of words and symbols that a

company uses to distinguish its identity or brand or its products from others. Businesses
spend large amounts of resources to build up brand name recognition and to get
consumers to associate certain positive qualities with their brands. Consumers may be
more trusting of more recognizable brands, which can influence buying behavior.
Considerations
 Businesses often conduct market research to gain insight into consumer perceptions
and preferences. Understanding how and why consumers make the choices they do is
integral to providing products and services that will be in demand and promoting those
products and services effectively.
 Different customers may perceive one and the same product or service in different ways.
A customer’s perception of an offering may even deviate from what the producer or
service provider or marketer had intended. This may cause serious
 problems in today’s attention economy. Everybody is exposed to more and more diverse
information than ever before. It is hard enough for an offering to get a potential
customer’s attention at all. If the customer’s perception of this offering is an unfavourable
one, it probably will not get a second chance to make a better impression

Impact factors on customer perception
Customer perception is influenced by a variety of factors. Besides the actual outcome – i.e.
did the product or service deliver the expected function and did it fulfill the customers need –
the whole process of consumption and all interactions involved are of crucial importance. In
today’s globalised information driven economy this can also comprise issues.
Customer perception is dynamic. First of all, with the developing relationship between
customer and company, his perceptions of the company and its products or services will
change.
The more experience the customer accumulates, the more his perceptions will shift from fact-
based judgments to a more general meaning the whole relationship gains for him. Over time,
he puts a stronger focus on the consequence of the product or service consumption.
Moreover, if the customers’ circumstances change, their needs and preferences often change
too. In the external environment, the offerings of competitors, with which a customer
compares a product or service will change, thus altering his perception of the best offer around.
Another point is that the public opinion towards certain issues can change. This effect can
reach from fashion trends to the public expectation of good corporate citizenship. Shells
intention to dump its Brent Spar platform into the ocean significantly altered many customers
perception of which company was worth buying fuel from.

CHAPTER 2
INDUSTRY PROFILE
What is ‘retail’?
The word retail is, in fact, derived from the French word RETAILER, which means to cut off a piece or
break bulk. A retailer may be defined as a ‘dealer or trader who sells goods in small quantities’ or’ one who
repeats or relates’. Retailing can hence, be considered as the last stage in the movement of goods and or
services to the consumers. But simply, any firm that sells products to the final consumer is performing the
function of retailing. It thus consists of all the activities involved in the marketing of goods and services
directly to the consumers, for their personal, family or household use.
The past century has been witness to many changes occurring in everyday world. Industrial and
technological growth has made a significant impact on lives of consumers. One such industry, which has
made a phenomenal impact on consumer daily lives, is retail. This industry touches their lives as end
consumers, by providing them with the products or services that they need.
Almost everything that consumer use in their daily lives including the feed they eat, the clothes they wear,
and the things they need for their homes or for themselves, are bought from retail stores. Goods are
manufactured all over the world but are ultimately sold to them through these retail stores.
India has already proven its mettle as superpower in the area of information technology. The retail industry
offers to bloom to the same level if conductive environment and support is provided it. India’s one billion
populations make the country the second largest in the world in terms of population which is the very basis
for successful organized retailing.
From the fact that most of the worlds successful retail stories in the developed as well as developing
countries have shaped up in small towns and villages.
Retailing is a green pasture not just for individuals or companies but also comes with job opportunities in all
aspects of the operations. Professionalisms in retail while sti ll in its infancy does show some promising
future for those keen to make a career in this fascinating world.
Global level

Retailing is the final step in the distribution of merchandise - the last link in the Supply Chain - connection
the bulk producers of commodities to the final consumers. Retailing covers diverse products such as foot
apparels, consumer goods, financial services and leisure.
A retailer, typically, is someone who does not affect any significant change in the product execs breaking the
bulk. He/ She is also the final stock point who makes products or services available to the consumer
whenever require. Hence, the value proposition a retailer offers to a consumer is easy availabilities of the
desired product in the desired sizes at the desired times.
Many retailers did globalize, and some succeeded. Yet many more retailers, especially U.S.-based retailers,
struggled and failed to find the holy grail of globalization.
Indeed, the retailing industry is littered with the charred remains of investments that drained cash from the
bottom line. Retail behemoths were humbled by poorer, technically unsophisticated local companies that
simply knew their customers better. They were sideswiped by financial crises in such disparate locations as
Argentina, Indonesia, Russia, and Mexico. So is there still hope for retail globalization?
In the developed countries, the retail industry has developed into a full-fledged industry where more than
three-fourths of the total retail trade is done by the organized sector. Huge retail chains like Wal-Mart, Carr
four Group, Sears, K-Mart, McDonalds, etc. have now replaced the individual small stores. Large retail
formats, with high quality ambiance and courteous, and well-trained sales staff are regular features of these
retailers.

Top Ten Retailers Worldwide
Rank Retailer No of stores Sales in FY17-18

owned US$ Millions
1 Wall-Mart Stores Inc. 11,453 $374.80

(USA)
2 The Kroger Co. 2,625 $115.89
3 Amazon 970 $102.96
4 Costco 1134 $93.08
5 The Home Depot 7150 $91.91
6 Walgreens Boots Alliance 2169 $82.75
7 CVS Health Corporation 2105 $79.54
8 Target 2231 $71.88
9 Lowe's Companies 2512 $63.13
10 Albertsons Companies 1307 $59.72
Table 2.1 (top 10 retailer in world wide)
(https://www.investopedia.com/articles/markets/122415/worlds-top-10-retailers-wmt-cost.asp)

Broadly the organized retail sector can be divided into two segments, In-Store Retailers, who operate fixed point-of-sale
locations, located and designed to attract a high volume of walk-in customers, and the non-store retailers, who reach out to
the customers at their homes or offices.
Apart from using the internet for communication (commonly called e-tailing), non- store
retailers did business by broadcasting of infomercials, broadcasting and publishing of direct-
response advertising publishing of traditional and electronic catalogues, door-to-door
solicitation and temporary displaying of merchandise (stalls).
National Level
For Indian retailing, things started to change slowly in the 1980s, when India first began
opening its economy. Textiles sector (which companies like Bombay Dyeing, Raymond's, S
Kumar's and Grasim) was the first to see the emergence of retail chains. Later on, Titan, maker
of premium watches, successfully created an organized retailing concept in India by
establishing a series of elegant showrooms.
For long, these remained the only organized retailers, but the latter half of the 1990s saw a fresh
wave of entrants in the retailing business. This time around it was not the manufacturer
looking for an alternative sales channel. These were pure retailers with no serious plans of
getting into manufacturing. These entrants were in various fields, like - Food World, Subhiksha
and Nilgiris in food and FMCG; Planet M and Music World in music, crossword and
Fountainhead in books.
As of the year ending 2000 the size of the Indian organized retail industry was estimated at
around Rs. 13,000 Crore. The various segments that make up the organized retail industry along
with their size, Retail growth is already gathering momentum and the organized retail industry
is expected to grow by 30 per cent in the next five years and is expected to touch Rs.
1,00,000 Crore in 2016. Thus, the growth potential for the organized retailer is enormous.

Retailing in India
The Indian Retail Industry is the largest among all the industries, accounting for over
10 percent of the country’s GDP and around 8 percent of the employment. The Retail
Industry in India has come forth as one of the most dynamic and fast paced industries with
several players entering the market.
Retailing in India is gradually inching its way toward becoming the next boom industry. The
Indian Retailing Sector is at an inflexion point where the growth of organized retailing growth
in the consumption by the Indian population is going to take a higher growth trajectory. The
Indian population is witnessing a significant change in its demographics.
Retail and real estate are the two booming sectors of India in the present times. And if
Industry experts are to be believed, the prospects of both the sectors are mutually dependent on
each other. Retail, one of India’s largest industries, has presently emerged as one of the most
dynamic and fast paced industries of our times with several players entering the market
As the contemporary retail sector in India is reflected in sprawling shopping centers, multiplex
– malls and huge complexes offer shopping, entertainment and food all under one roof, the
concept of shopping has altered in terms of format and consumer buying behavior, ushering in a
revolution in shopping in India. This has also contributed to large scale investments in real
estate sector with major national and global players investing in developing the infrastructure
and construction of the retailing business. The trends that are driving the growth of the retail
sector in India are:
 Low share of organized retailing
 Falling real estate prices
 Increase in disposable income and customer aspiration
 Increase in expenditure for luxury items

Scenario of Retailing in India
Retailing is the most active and attractive sector of last decade. While the retailing industry
itself has been present since ages in our country, it is only the resent past that it has witnessed
so much dynamism. The emergence of retailing in India has more to do with the increased
purchasing power of buyers, especially post- liberalization, increase in product variety, and
increase in economies of scale, with the aid of modern supply and distribution solution.
Indian retailing today is at an interesting crossroads. The retail sales are at the highest point in
history and new technologies are improving retail productivity. Though there are many
opportunities to start a new retail business, retailers are facing numerous challenges.
Retail Format in India

• Hyper marts/supermarkets
 Large self-servicing outlet offering products from a variety of categories.
• Mom-and-pop stores
 They are family owned business catering to small sections; they are individually handled retail outlets and have a
personal touch.
• Departmental stores
 Are general retail merchandise offering quality product and services.
• Convenience store
 Are located in residential areas with slightly higher prices goods due to convenience offered.
• Shopping Malls
 The biggest form of retail in India, malls offer customer a mix of all type of product and services
including entertainment and food under a single roof.
• E-Retailers
 Are retailers providing online buying and selling of product and services.
• Discount Stores
 They are factory outlets that give discount on the MRP.
• Vending
 It is the relatively new entry, in the retail sector. Here beverages, snacks and other small items can be bought via
vending machine.
• Categories Killers
 Small specialty stores offer that a variety of categories. They are known as category killer as they focus on specific
categories, such as electronics and sporting goods. This is also known as Multi Brand Outlet or MBO’s
• Specialty stores
 Are retail chains dealing in specific categories are provide deep assortment. Mumbai’s Crossword Book Store
and RPG’s Music World is a couple of example.

Classifying Indian Retailers
1. Modern Format Retailers
 Supermarkets (food World)
 Hypermarkets (Big Bazaar)
 Department Stores (shopper’s Stop)
 Specialty Chains (Ikea)
 Company Owned Company Operated
2. Traditional Format Retailers
 Kiranas: traditional Mom and Pop Stores
 Kiosks
 Street Market
 Exclusive /Multiple Brand Outlets
3. Hypermarket
 Big Bazaar
 spencer
 Dmart
 Easy day
 Reliance fresh
4. Department
 Lifestyle
 Pantaloons
 Pyramids
 Shoppers Stop

 Trent
5. Entertainment
 Inox
 PVR
PESTEL Analysis
Now, in a particular geographic region, the environment there affects the retailers in the region
in various ways. We have studied the effects under the following heads:
1. Political Factors
2. Economic Factors
3. Social (Socio-Cultural) Factors
4. Technological Factors
5. Environmental Factors
6. Legal Factors
1. Political Factor
With the opening up of the economy, more and more MNC's have pervaded the Indian
Business arena, through joint ventures, franchisees or even self-owned stores. The very first
MNC getting into the business was Spencer’s Government uses regulation to prevent
development of monopolies, which results in restricted competition and fixed prices (MRTPC).
Government also propounds price competition laws and unfair trade practice laws. Retailers
must understand what rights they have in pricing merchandise, what provision they should
make for customer relations, what rights and responsibilities they possess when making a
sales, what rights their employees have and what liabilities they may face while selling
products to the consumers.

2. Economic Factor
The type of economic system (capitalism or socialism etc.) existing in a country has a direct
bearing on the potential for and the development of the retailing industry in that country. A
retailer cannot escape the effects of the factors in the macroeconomic environment, be it
domestic or global that influences the Local Market. Inflation, unemployment, interest rates, tax
levels, the GDP and the rate of real growth in GDP (Inflation adjusted) are some aspects of the
economy which a retailer must cope with. Real growth makes more income available to
people who then tend to spend more, leading to higher sales and more profits for the retailers.
However growth also leads to higher competition in the long run. As the economy expands,
higher demand levels lead more firms into the market, trying to fulfill the consumers' needs. The
inflation (i.e. increase in price) leads to less goods being bought at higher prices. As the
retailers' cost of goods increases, they attempt to pass on this increase to the consumers.
However, it is often not possible to pass on the entire amount to the consumer, hence resulting in
cuts in the retailers’ profits.
With the increase in Purchasing Power Parity (PPP) and the disposable income of the Indian
consumer, retailing is catching up at a very fast space in the country.
3. Social Factor
The demographic trend and lifestyle patterns, of the society that a retailer intends to serve,
decide the retailer’s strategy. Traditionally, children seldom accompanied their parents while
grocery food shopping. Shopping for children was confined to that during festivals when
dresses were brought for them. But, in the present day, due to scarcity of time, working parents
prefer to spend as much time as possible with their children and this includes their shopping
hours also.
Although desired by a very low percentage of people (only 10%) yet the attribute of an
entertainment center for children has also figured in. That is to say, apart from quality and range
of products, value for money and attractive displays, the human touch has a vital role to play.
Smart, polite and courteous sales people might make all the difference for a store, which is
like any other in terms of its Product offerings. There is also emphasis on schemes and
promotions, which, as the study ratifies, do pull customers. Further the trend is towards more
convenience and flexibility in terms of exchange/ return policies, which play a vital role in
encouraging the purchase.

4. Technological Factor
Technology is probably the most dynamic change agent for the retailing industry. The
computerization of the various operations in a retail store, including inventory management,
billing and payments as well as database (of customers) management, widespread use of bar
coding, point-of-sale terminals and Management Information System has changed the face of
retailing drastically. Apart from providing the retailers with better and timelier information
about their operations, the technology also does the job of preventing theft, promoting the
store's goods and creating a better shopping atmosphere. These can be done with the help of
closed circuit televisions, video walls, in-store video networks, kiosks and other forms of
interactive applications ranging from CD-ROMs to virtual reality to let customers select and
buy products.
They make the customer's life a lot easier by facilitating the use of developments like credit
cards. Toll free 1800 1027382 numbers have brought about a revolution in consumer's ordering
and feedback mechanisms. Emerging technologies will also facilitate just-in-time management
of certain products within the store. These trends are already visible in the music and greeting
card industries.
5. Environmental Factors
The retailers also use different forms of energy and they also become conscious about the
environmental changes. The products provided in the retail shops are mostly grown or
prepared in this environment and they are also affected with the changing trend of environment
so they can affect the health. Government imposes Ban on use of various sprays and gases
over the food products, which are sold in these retail stores. The use of some chemicals can
cause eruption of various diseases. The retail business should follow the environmental Laws
and regulations, which are made to protect the lives of the people and ensure the rights of
consumer and employees.

6. Legal Factor
Despite the size and the phenomenal potential that exists, retailing is among the lesser-
evolved sectors of the Indian Industry. Retailing as an industry is yet to be recognized in
India. The policy environment is currently seen to be unfavorable to organized retailing. A
strong FDI presence in retail sector is expected to not only boost the retail scenario, but also
act as a driving force in attracting FDI in upstream activities as well. This will be more
prominent in food processing and packaging industries because many large retail chains also
promote their own brands by way of backward integration/contract manufacturing. The status of
organized retailing in some South East Asian countries that allowed FDI in retailing.
Current Trends in Retailing
Retailing in India is at a nascent stage of is evolution, but within a small period of time certain trends are
clearly emerging which are in line with the global experiences. Organized retailing is witnessing a wave of
players entering the industry. These players are experimenting with various retail formats. Yet, Indian retailing
has still not been able to come up with many successful formats that can be scaled up and applied across India.
Some of the notable exceptions have been garment retailers like Madura Garments & Raymond’s who was
scaled their exclusive showroom format across the country,As always, with a new year comes new trends in
the world of retail and ecommerce. From innovative retail technologies to surprising new sales channels, here
are 15 of the top innovative retail trends to keep an eye on in 2020.
1. Physical stores for digital native brands
While digital native brands like Bonobos, Glossier, Casper, and Warby Parker started online, many are
launching and expanding their physical presence.
Most of the digital brands opening stores sell apparel, which makes sense; it’s a category where shoppers
definitely benefit from interacting with the product in person. We’re sure to see plenty more storefronts from
these ecommerce brands — apparel and other categories alike.

2. Shopping with AR
The future is now: augmented reality (AR), machine learning, and artificial intelligence (AI) are here to stay.
Retailers are leveraging AR technology to bridge the gap between the digital and the physical.
Mega-brands like Target, Lowes, and Amazon have launched AR features that allow shoppers to picture
furniture in their homes. With the AR market anticipated to reach $133 billion by 2021, smaller retailers are
undoubtedly close behind.
3. Product customization
One-of-a-kind products are a classic symbol of luxury: having something that nobody else in the world
has.Ecommerce and brick-and-mortar stores alike are offering more options than ever to customize your
purchase, from monograms and embroidery to fully unique color schemes.
Customization lets shoppers purchase a product tailored specifically to their needs and style.
With the opening of Levis largest customization and tailor shop in Manhattan NY, people are becoming more
aware of themselves and the clothing that they would have otherwise ditched in the trash.
“People have been chasing trends and still continue to do so, however, this idea of customization has become
attractive because it allows the wearer to stand out in a sea of duplicates. Other brands such as Atelier and
Repairs and Lot Stock&Barrel have based their entire company around this concept and it has only continued
to grow.”
4. Visual search
Another AI-powered retail trend, visual search allows shoppers to find and buy a product just by snapping a
photo. AI works its magic to identify the product (or similar ones) across multiple sites and retailers in just a
click.
To benefit from visual search in 2020, retailers should make sure that their visual assets are high quality and
current. AI-powered search is sure to become more and more common, making it easier for shoppers to find
and buy what they want when they want.

5. Omnichannel experiences
The rise of omnichannel is sure to continue in 2020, so retailers need to offer a consistent buying experience
across channels, both online and off. Shopping journeys now go through a variety of branded touchpoints,
digital for sure, but physical touchpoints too, and they are nowhere near linear shopping journeys. Brands
need to be nimble, agile and responsive to shopper needs, and they need to deliver seamless, friction-free
paths for their shoppers to navigate.”
6. Experimentation with formats
Retailing in India is still evolving and the sector is witnessing a series of experiments across the country with
new formats being tested out; the old ones tweaked around or just discarded Retailers are also trying out
smaller versions of their stores in an attempt to reach a maximum number of consumers.
7. Store design
Irrespective of the format, the biggest challenge for organized retailing is to create an environment that pulls
in people and makes them spend more time shopping and also increases the amount of impulse shopping.
8. Emergence of discount stores
What does Dhiraj sons at Athwagate, Star Bazar in Adajan and recent entrants like D-Mart, Big Bazaar at
Piplod, what they have in common? Their products are below MRP. Discount stores have finally arrived in
India and they are expected to spearhead the revolution in organization retailing
9. Unorganized retailing is getting organized
To meet the challenges of organized retailing that is luring customers away from the unorganized sector; the
unorganized sector is getting organized.
25 stores in Delhi under the banner of Provision mart are joining hands to combine monthly buying.

10. Not all stories are a success
A lot of activity is happening in retail and though we do have may success stories, not all ventures have
been successful. Shoppers' Stop, for example, implemented JD Edwards ERP, but could not reap much
benefit due to less than optimal number of operating locations.
Major players
High population density in the Metropolitan cities and surrounding tier I towns is driving the geographic
penetration of modern retail. Typically, firms are positioning themselves in one or both of the segments:
Lifestyle & value retailing under multiple retail formats. Retail firms are adopting a combination of formats:-
Mega - (hyper and / or super)
Medium - (deptt. and / or speciality)
Small - (convenient and / or discount)
Major Retailers in India
Pantaloon
Pantaloon is one of the biggest retailers in India with more than 450 stores across the
country. Headquartered in Mumbai, it has more than 5 million sq. ft retail space located across
the country. It's growing at an enviable pace and is expected to reach 30 million sq. ft by the
year 2010. In 2001, Pantaloon launched country's first hypermarket ‘Big Bazaar’. It has the
following retail segments:
 Food & Grocery: Big Bazaar, Food Bazaar
 Home Solutions: Hometown, Furniture Bazaar, Collection-I
 Consumer Electronics: e-zone
 Shoes: Shoe Factory
 Books, Music & Gifts: Depot
 Health & Beauty Care: Star, Sitara

 E-tailing: Futurebazaar.com
 Entertainment: Bowling Co.
Tata Group
Tata group is another major player in Indian retail industry with its subsidiary Trent,
which operates Westside and Star India Bazaar. Established in 1998, it also acquired
the largest book and music retailer in India ‘Landmark’ in 2005.
Trent owns over 4 lake sq. ft retail space across the country.
RPG Group
RPG Group is one of the earlier entrants in the Indian retail market, when it came into food & grocery retailing in
1996 with its retail Food world stores. Later it also opened the pharmacy and beauty care outlets ‘Health & Glow’
Reliance
Reliance is one of the biggest players in Indian retail industry. More than 300 Reliance Fresh
stores and Reliance Mart are quite popular in the Indian retail market. It's expecting its sales
to reach Rs. 1, 00,000 crores by 2016.
AV Birla Group
AV Birla Group has a strong presence in Indian apparel retailing. The brands like Louis
Philippe, Allen Solly, Van Heusen, Peter England are quite popular. It's also investing in other
segments of retail. It will invest Rs. 8000-9000 crores by 2016.
Another big player in the segment will be the Bharti group. Overhauling this part of the supply
chain will be the key to the success of any retail venture in food and groceries segment.
Wal-Mart, the world’s largest retailer, and Bharti Enterprises have signed a Memorandum of
Understanding (MoU) to explore business opportunities in the Indian retail industry. This
joint venture will mark the entry of Wal-Mart into the Indian retailing industry a retail chain like
Future Group’s Big Bazaar may be clocking heady sales (growing at 100% year- on- year), but
the dozen odd shops operating in its proximity wear a deserted look, giving a somewhat hollow
ring to the much- talked- about retail boom in the country. The key players currently operating
in the Indian retail industry includes Future Group, Trent Ltd, RPG Enterprise, Vishal Retail
Ltd, Shoppers Stop Ltd, Bata India Ltd, Provogue India Ltd, Vdeocon Appliances Ltd, ITC
Ltd, Godrej Agrovert Ltd, and DCM-Hariyah Kissan Bazaar.
Retailers ranging from Pantaloon to RPG to Piramal’s or the Tata’s are working towards
exploiting this model, perceived by consumers as more value enhancing. But in the long run,
what is most likely to succeed is a more balanced multi-format strategy. Finally, while in the
first flush of the retail boom, the elimination of traditional intermediaries may bring windfall
gains (as well as bring welcome and much-needed relief to the producers), this source will
increasingly dry out as competition intencifies and margins come under pressure a few years
down the line. What would set the survivors apart from those who are forced to sell out or go
belly-up will be differentiators like location, value-added services (convenience), private labels
and customer loyalty programs other than price. The last, a result of retailer-manufacturer tie-
ups, state-of-the-art supply chain infrastructure, global sourcing and scale will be a key factor.
And, if experience in other markets is anything to go by, an uncanny ability to read shifting
trends.

Milestones
2019
 Amazon acquires 49% stake in Future Coupons
 7-Eleven signs a master franchise agreement with Future Group
 fbb's fashion brand Buffalo achieves the 40 year milestone
2018
 Future Group opens largest and most iconic Foodhall store with first of its kind cookery studio, in-house
bakery, cafes, restaurants, hydroponics wall, farmer's market, tea salon and much more.
 Future Group acquires Foodworld Business of FSPL, a supermarket chain with presence in Bangalore and
Hyderabad
 Future Retail Ltd. acquired Travel News Services India which holds the license of global retail brand "WH
Smith" in India
 Big Bazaar organised one of the world's first 24hrs of Facebook Live Shopping Carnival to celebrate the 12th
anniversary of Sabse Sasta Din
 Big Bazaar for the first time ever created a mobile game 'Deal Skyfall – Sabse Saste 5 Din' that has transformed
the shopping experience in India

Emerging Areas
Some sectors that occupy a prominent position with the retail industry are:
 Apparel Retail
o Everybody understands the impact of fashion and textiles on the environment.

Almost $19.5 billion were spent on online apparel shopping in the year 2009
and increasing since then.
 Fashion & Lifestyle Retail
o In India the vast middle class and its almost untapped retail industry are the
key attractive forces for global retail giants wanting to enter into newer markets,
which in turn will help the retail to grow faster.
 Food & Beverage Retail
o Backed by huge potential and changing lifestyles, the food and beverage retail
market is growing at a robust 30-35 per cent per year.
 Pharmaceutical Retail
o Driven by therapies like anti-diabetic, vitamin, anti-infectives and dermatology,

it accounted for a robust 15% growth in 2011.
 E-commerce or E-tailing – the next big revolution
o With the advent of e-commerce in the retail industry, retail stores are facing
stiff competition from e-stores.

Key Challenges
1. Location: “Right Place, Right Choice” location is the most important ingredient for any
business that relies on customers, and is typically the prime consideration in a
consumer’s store choice. Location decision are harder to change because retailer have
to either make sustainable investment to buy and develop real estate or commit to long
term lease with developers. When formulating decision about where to locate, the
retailer must refer to the strategic plan:
 Investigate alternative trading areas.
 Determine the type of desirable store location.
 Evaluate alternative specific store sites.
2. Merchandise: The primary goal of the most retailers is to sell the right kind of
merchandise and nothing is more central to the strategic thrust of the retailing firm.
Merchandising consists of activities involved in acquiring particular goods and services
and making them available at a place, time and quantity that enable the retailer to reach
its goals. Merchandising is perhaps, the most important function for any retail
organization, as it decides what finally goes on shelf of the store.
Key Element:
 Target market
 Product development
 Channel structure
 Product management
 Channel management
 Retailer image

3. Pricing: Pricing is a crucial strategic variable due to its direct relationship with a
firm’s goal and its interaction with other retailing elements. The importance of pricing
decision is growing because today’s customers are looking for good value when they
buy merchandise and services. Price is the easiest and quickest variable to change.
Key elements:
 Cost mixes
 Profitability
 Value for money
 Quality
 Status
4. Target Audience: “consumer pull”, however, seems to be the most important driving
factor behind the sustenance of the industry. The purchasing power of the customer has
increased to a great extent, with the influencing the retail industry to a great extent, a
variety of other factors also seem to fuel the retailing boom.
Key elements:
 Public relations
 Sales promotion
 Customer interactions
 Service delivery
5. Scale of Operation: Scale of operation includes all the supply chain activities, which are
carried out in the business. It is one of the challenges that Indian retailers are facing. The
cost of business operation is very high in India.

Key elements:
 Advertising promotional
 Sales management
 Staff capability
 Efficiency
 Standardization
Major Offering
Big Bazaar’s offering following goods and Products-
 Integrated food and grocery
 Fruit and vegetables
 Daily household items
 Apparels and footwear
 Electronic goods
 Lifestyle products
 Home essentials and improvements
 Others

CHAPTER 3 COMPANY PROFILE
Future Group
Future Group, led by its founder and Group CEO, Mr. Kishore Biyani, is one of India’s
leading business houses with multiple businesses spanning across the consumption space.
While retail forms the core business activity of Future Group, group subsidiaries are present in
consumer finance, capital, insurance, leisure and entertainment, brand development, retail real
estate development, retail media and logistics.
Led by its flagship enterprise, Pantaloon Retail, the group operates over 16 million square feet
of retail space in 73 cities and towns and 65 rural locations across India. Headquartered in
Mumbai (Bombay), Pantaloon Retail employs around 30,000 people and is listed on the Indian
stock exchanges. The company follows a multi- format retail strategy that captures almost the
entire consumption basket of Indian customers. In the lifestyle segment, the group operates
Pantaloons, a fashion retail chain and Central, a chain of seamless malls. In the value segment,
its marquee brand, Big Bazaar is a hypermarket format that combines the look, touch and feel
of Indian bazaars with the choice and convenience of modern retail.
In 2008, Big Bazaar opened its 100th store, marking the fastest ever organic expansion of a
hypermarket. The first set of Big Bazaar stores opened in 2001 in Kolkata, Hyderabad and
Bangalore.
The group’s speciality retail formats include supermarket chain – Food Bazaar, sportswear
retailer - Planet Sports, electronics retailer - eZone, home improvement chain - Home Town
and rural retail chain, Aadhaar, among others.
Future Capital Holdings, the group’s financial arm provides investment advisory to assets
worth over $1 Billion that are being invested in consumer brands and companies, real estate,
hotels and logistics. It also operates a consumer finance arm withbranches in 150
locations.
Other group companies include, Future Generali, the group’s insurance venture in partnership
with Italy’s Generali Group, Future Brands, a brand development and

IPR company, Future Logistics, providing logistics and distribution solutions to group
companies and business partners and Future Media, a retail media initiative.
The group’s presence in Leisure & Entertainment segment is led through, Mumbai-based listed
company Galaxy Entertainment Limited. Galaxy leading leisure chains, Sports Bar and
Bowling Co. and family entertainment centres, F123. Through its partner company, Blue Foods
the group operates around 100 restaurants and food courts through brands like Bombay
Blues, Spaghetti Kitchen, Noodle Bar, The Spoon, Copper Chimney and Gelato.
Future Group’s joint venture partners include, US-based stationery products retailer, Staples
and Middle East-based Axiom Communications.
Future Group believes in developing strong insights on Indian consumers and building
businesses based on Indian ideas, as espoused in the group’s core value of ‘Indianness.’ The
group’s corporate credo is, ‘Rewrite rules, Retain values.’
The group also operates India’s leading rural retailing chain, Aadhaar that is present in over
65 locations in rural India. Aadhaar, an agri-service cum rural retail initiative, provides a
complete solution provider for the Indian farmer.
Corporate Statements
Future Group manifesto
‘Future’- the word which signifies optimism, growth, achievement, strength, beauty, rewards and
perfection. Future encourages us to explore areas yet unexplored, write rules yet unwritten, create
new opportunities and new successes. To strive for a glorious future, it brings to us our strength,
our ability to learn, unlearn and re-learn our ability to evolve.
Future Group, will not wait for the future to unfold itself but create future scenarios in the
consumer in the consumer space and facilitate consumption because consumption is
development. Thereby, Future Group will effect socio-economic development for their
customers, employees, shareholders, associates and partners.
Future Group customers will not just get what they need, but also get them where, how and
when they need.
Future Group will not just post satisfactory results, but will create success stories. Future
Group will not just operate efficiently in the Indian economy, but will evolve it.
Future Group will not just spot trends, Future Group will set trends by marrying customers
understanding of the Indian consumer to their needs of tomorrow.
It is this understanding that has helped us succeed. And it is this that will help us succeed in
the future. And in this process, do just one thing.
Rewrite Rules, retain Values
Vision
“Future Group shall deliver Everything, Everywhere, Every time for Every Indian consumer
in the most profitable manner.”
Mission
1. Future Group share the vision and belief that their customers and stakeholders shall be

served only by creating and executing future scenarios in the consumption space
leading to economic development.
2. Future Group will be the trendsetters in evolving delivery formats, creating retail
realty, making consumption affordable for all customer segment- for classes and for
masses.
3. Future Group shall infuse Indian brand with confidence and renewed ambition.
4. Future Group shall be efficient, cost- conscious and committed to quality in whatever
they do.
5. Future Group shall ensure that their positive attitude, sincerity, humility and united
determination shall be the driving force to make successful.
Core Values
 Indianness: confidence in ourselves.
 Leadership: to be a leader, both in thought and business.
 Respect & Humility: to respect every individual and be humble in our conduct.
 Introspection: Leading to purposeful thinking.
 Openness: to be open and respective to new ideas, knowledge and information.

 Valuing and nurturing relationship: to build long term relationships.
 Simplicity & positivity: Simplicity and positivity in our thought, business and action.
 Adaptability: to be Flexible and adaptable, to meet challenges.

OUR
BEHAVIOR
BELIEF BEHAVIOR BUSINESS
OUR OUR
BELIEF CULTURE
3BModelofManagement

BIG BAZAAR
Big Bazaar is a chain of hypermarket in India, which caters to every family’s needs and
requirements. This retail store is a subsidiary of Future group, and is an answer to the United
States’ Wal-Mart. 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.
Big Bazaar group offers more than 214 stores across 90 cities and towns all over the country
with an amalgamation of Indian bazaars’ feel and touch with a convenience and choice of the
modern retail facilities. The retail format of the Big Bazaar group includes Aadhar, Rural &
Home-Town retail chain, E-zone home-improvement chain, sportswear retailer, depot and
music chain is few among others.
Big Bazaar’s journey began in October 2001, when the young, first generation entrepreneur
Mr. Kishore Biyani opened the country’s first hypermarket retail outlet
in Kolkatta (then Calcutta). In the same month, two more stores were added - one each in
Hyderabad and Mumbai, thus starting on a successful journey which began the chapter of
organized retailing in India.
The group do not promises more than what it delivers. Their basic attraction associated with
reasonable prices is their Unique Selling Price (USP).
Though, the products Big Bazaar stores stocks might not be advanced, but the customers are
assured to avail the worth of the money spent by them. In 2001, the group opened its first store
on the VIP Road, Calcutta, which was the primary departmental store offering regulated
services of parking, steel vessels, apparel, electronics etc under the one roof at the competitive
prices. Big Bazaar has become a massive hit with lower middle-class and middle class
people as a major client base.
The Big Bazaar has several stores located all over the India…
“Agra | Ahmedabad | Ahmadnagar | Allahabad | Alwar | Ambala | Amravati | Anand | Asansol |

Aurangabad | Bareilly | Belgaum | Bengaluru | Bharuch | Bhatinda | Bhimvaram | Bhiwandi |

Bhubhaneshwar | Bilaspur | Burdwan | Chennai | Coimbatore | Cuttack | Darjeeling | Dehradun

| Deoghar | Dhanbad | Durgapur | Faridabad | Gangtok | Ghaziabad | Gurgaon | Guwahati |
Gwaliar | Haldia | Hassan | Howrah | Hubli | Hyderabad | Ichalkaranji | Indore | Jabalpur | Jaipur |
Jalandhar | Jalgaon | Jamshedpur | Kanpur | Kasargod | Kochi | Kolhapur | Kolkata | Kota |
Kozhikode | Latur | Lucknow | Ludhiana | Mangalore | Mathura | Meerut | Mumbai | Mysore |
Nagpur | Nasik | Navi Mumbai | New Delhi | Noida | Palakkad | Panipat | Patiala | Patna | Pune |
Raipur | Rajkot | Ranchi | SiliguriBaddi | Bangalore | Thane | Thrissur | Tirupur |
Thiruvananthapuram | Udaipur | Udupi | Vadodara | Vapi | Vijaywada | Vishakhapatnam |
Zeerakpur”
Home Brands of Future Group at Big Bazaar:
 KORYO electronics in ELECTRONICS department
 FOOD BAZAAR
Tasty-treat, Sunkist, Fresh & pure, Premium harvest
 FASHION
Spunk (sports), Buffalo (casuals), DJ&C (fusion), Knighthood (formals), AFL,

Shatranj (Ethnic), NYX (occasion), Shristi (ethnic), Pink & blue, Ctee
 PERSONAL CARE
Thinkskin, cleanmate
 FOOTWARE
Shyla, Buffalo, AFL, Hault&Spicy, DJ&C, Knighthood, Spunk, Pink&Blue,

Bare
 LUGGAGE
Milestone, buffalo
 SPORTS
Mighty
 PLASTICS AND UTENSILS

Big bazaar
BIG BAZAAR
Type Public
Industry Retailing
Founded 2001
Headquarters Mumbai, Maharashtra, India
Products Hyper Market
Revenue 800 crores (US$148.15 million) crores (in 2019) (Big

Bazaar and Food Bazaar combined)
Employees 36000 people
Parent Future Group
Divisions 214
Website

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. Vijay Biyani, Wholetime Director
Vijay Biyani has more than twenty years of experience in manufacturing, textiles and retail
industry and has been actively involved in the financial, audit and corporate governance
related issues within the company.

Mr. Vijay Kumar Chopra, Independent Director
V.K.Chopra is a fellow member of The Institute of Chartered Accountants of India (ICAI) by

profession and is a Certified Associate of Indian Institute of Bankers (CAIIB). His banking
career spans over 31 years and he has served senior management positions in Central Bank of
India, Oriental Bank of Commerce, SIDBI, Corporation Bank and SEBI.
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. D O Koshy, Independent Director
Dr. Darlie Koshy, a PhD from IIT Delhi and rank holder in MBA headed NID (Ministry of
Commerce, GOI) as Director for 2 terms of office prior to which he was the founding
Chairperson of Fashion Management at the National Institute of Fashion Technology (Ministry
of Textiles, GOI). He is currently the Director General & CEO of ATDC Network of 58
Institutes / Centres and two premier campuses of Institute of Apparel Management under the
aegis of AEPC (Sponsored by Ministry of Textiles, GOI). Dr. Koshy received the Delhi IIT
Alumni Award for contribution of National Development in 2008. Dr. Darlie Koshy was also
conferred with the “Star of Italian Solidarity” one of the highest civilian awards of the
Government of Italy. Dr. Koshy is the author of three pioneering books including the much
acclaimed “Indian Design Edge”.

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, among others.
Mr. Anil Harish, Independent Director
Anil Harish, is the partner of DM Harish & Co. Associates & Solicitors and an LLM from
University
Industry Retail
Founder(s) Mr. (MD & CEO)
Headquarters
Products , and ,
, , financial services
Employees 35,000
Future Value Retail Limited
Websites

Companies of Future Group
 Future Retail (India) Limited
 Home Solutions Retail India Limited
 Future Brands Limited
 Future Media (India) Limited
 Future Supply Chain Solutions Limited
 Convergem Communication (India) Limited
 Pantaloon Food Product (India) Limited
 Future Knowledge Services Limited
 Future Capital Holdings Limited
 Future Generali India Insurance Company Limited
 Future Generali India Life Insurance Company Limited
 Future bazaar India Limited
 Winner Sports Private Limited
 Staples Future Office Products Private Limited
 Talwalkars Pantaloon Fitness Private Limited
 ConvergeM
 Indus League Clothing
 Galaxy Entertainment Corporation Ltd
 Future Consumer Products Limited
 Future Ventures India Limited
 Foot Mart Retail .

Organization Structure of Big Bazaar – banaswadi, Bangalore
DM/ADM
CEO TL
Zonal
Chief Assitance Store Manager
TM
Area
Manager
Store
Manager

Organisational Structure
CEO
HR VM Marketing Finance
Store Hierarchy
SM
HR VM Marketing CSD SCM
AHR AVM Executives TM/TL Executives

Line of Business
Store
Electronics Food Bazaar Fashion G.M other lob's Support Service
Electronics products
Staples Men's plastic Footware Cash Cabin
Non-Food Ladies utensils

Luggage Operations
crockery
Kid's
Warehouse
Food
Stationery
House keeping
Toys
people
Utensils
office
Promotion Activities
Big Bazaar has huge promotion budgets. The biggest idea behind all advertisements is to make
people do bulk shopping. There are 2 types of promotional strategies of big bazaar. One is the
advertisement which promotes the brand and creates awareness towards people. It is not
targeted at promoting each store but only creates an image of Big Bazaar as low-cost
shopping option. Original prices are cut down and new prices are shown, of which customer
takes quick notice. There are loyalty schemes which reward regular clients.

Promotional Schemes:
 “Saal ke sabse saste 3 din”
 Future Card (3% discount)
 Advertising (Print ads, TV ads, Radio)
 Brand Endorsement by Varun Dhavan and Katrina Kaif for FBB
 Exchange Offer
 Weekend Discount
 Point of Purchase Promotion
 Wednesday Bazaar
The concept of Wednesday Bazaar was promoted as ‘Hafte Ka Sabse Sasta Din’ (Cheapest Day of the Week). Initiated
in January 2007, the idea behind this scheme was to draw customers to stores on Wednesdays, the day when consumer
presence is usually less. According to the chain, the aim of the concept was ‘to give homemakers the power to save the
most’.

SabseSasta Din
Big Bazaar introduced ‘SabseSasta Din’ (Cheapest Day) with the intention of attaining a sales figure of
Rs 26 crore in a single day. The concept became such a hit that the time period for the offer had to be
increased from one day to three days in 2009 (January 24 to 26) and to five days in 2011 (January 22 to
26).
Maha Bachat
The concept of ‘Maha Bachat’ (Mega Saving) was introduced in the year 2006 as a single day
campaign with attractive promotional offers across the company outlets. Over the years, the
concept has grown to become a six-day biannual campaign. During this campaign, attractive
offers are given in all the value formats including Big Bazaar, Food Bazaar, Electronic Bazaar
and Furniture Bazaar

The Great Exchange Offer
Introduced on February 12, 2009, ‘The Great Exchange Offer’ allows customers to exchange
their old goods for Big Bazaar coupons. The coupons can be redeemed later for buying brand
new goods from Big Bazaar outlets across the nation.
Manufacturer DISS Big Bazaar
Marketing channel
1. For other brands – Two level marketing channel
2. For home brands - One level marketing channel
Types of Marketing
1. ATL (Above The Line) – Targeting Mass Customer
2. BTL (Below The Line) – In Store Advertising
Loyalty Programs:
1. Payback

At Future Group Big Bazaar, we believe in building long-lasting relationships with customers.
We encourage repeat customer visits through our unique offers and special sale days.
Future Group has taken the whole concept of customer loyalty to the next level by joining hands
with PAYBACK. PAYBACK is India’s largest and one of Europe’s most successful multi-
partner loyalty programs. With PAYBACK, customers can shop, save and get rewarded. This
program enables consumers to collect millions of points across online and offline partners –
with just a single card. Customers can accumulate points across Future Group formats, thereby
making “shopping rewarding”.
Our formats Big Bazaar, Food Bazaar, Central, Home Town, eZone, Brand Factory
and Future Bazaar are a part of the PAYBACK Loyalty program.
2. BBPC (Big Bazaar Profit Club)
Profit club card is made of 2 types:
 10,000 profit club card in this we get 12000 on 10,000 and monthly shopping of 1000. It is
valid for 18 months. If in any case we can’t do shopping in any month then the money will
be transfer in other month.
3.Gift Voucher
Manufacturer Vendor wholesaler Big Bazaar
Gift voucher is a gift or present that is exchangeable for goods in our shops. Gift vouchers are
more personal than simply giving cash or other monetary bonus. General terms & Regulations
for gift vouchers
• The printing right of gift vouchers lie with future E- commerce Infrastructure.
• G.V is available in convenient denominations of Rs.50, 100, 250, 500 &1000.
• G.V is valid for a period of 6 months from the date of issue.
• The vouchers can’t be exchange for cash or cheque.
• No duplicate will be issued if the vouchers are lost or misplaced.
• The Holder of the voucher is deemed to be the beneficiary of the voucher.

5. FBB Credit Card (SBI)
This is new scheme which start in 2015. In this scheme SBI –FBB credit card is issued to the
customer. By that they get flat 10 % discount on the FBB shopping on each n every clothes of
FBB. This card is valid in all FBB stores all over India.
For issuing this card customer required:
1. Credit card of any bank.
If not, then customer required there identification proof and more than 5000 Rs. Loan and their
monthly income should be more than Rs. 10000.
Benefits of this card:

1. Welcome Bonus
Get complimentary FBB vouchers worth Rs. 500 on joining.
2. 2000 reward points
Earn 2000 bonus reward points when you renew your card.
3. Shopping on FBB
Get 10% flat discount on all FBB purchase.
4. 10x reward
Feel gifted with 10x rewards on all FBB and Big Bazaar purchase.
5. 10x reward on dining
Feast on 10x rewards on all dining spends.
6. 2.5% fuel surcharge waiver
Enjoy 2.5% fuel surcharge waiver at all petrol pumps
CSR activities
As a part of Future Group, Big Bazaar is involved in various social activities that include green initiatives for

the community, blood donation camps, Diwali celebrations with orphanages, visits to orphanages and other
NGOs helping underprivileged children. These activities usually involve all members of the management as well
as staff of Big Bazaar

SWOT Analysis
SWOT Analysis
Strength 1. Big Bazaar offers a truly good shopping experience and customer
satisfaction, because of their service
2. Big Bazaar has high-quality products at extremely low prices.
3. High brand equity as The Future group has a trust worldwide and who
entered in almost all kinds of retail business in India
4. Big Bazaar has different groceries, garments, electronic items and more.
Weakness 1. Only domestic presence in Indian market and that too in limited cities
2. Standards should be increased at international level to cop up with the

emerging competition.
3. Falling revenue per square feet.
Opportunity 1. Retail sector is high growth potential also FDI coming into it
2. Rural retail is still unexplored area.
3. High brand equity in market of Future group so could leverage on that
Threats 1. There are many competitors for hypermarket nowadays in India which
provides customer services with International standard.
2. Competition from foreign players will increase due to new FDI norms
3. Need to raise standards to compete with international players 4.Lack
of differentiation in malls that are coming

MARKET POSITION
Big Bazaar is holding a strong position in the market and is growing very fast. It captures the
maximum Indian market and with a strong financial background and it has to go a long way through.
The low price strategy it is successfully running its business all over India and is still growing
bigger and bigger.
It is said that "Cheap prices are a luxury for the rich but a necessity or a need for the poor."
So Big bazaar has understood the need of a vast population of the upper middle class and
middle class people of the country and in fact no matter how rich a person is wherever he/she
can get good brands at a cheaper rates they will be attracted towards it whether an average or a
rich person.

CHAPTER 4
RESEARCH METHODOLOGY
Problem Statement
To know store expectation from customer of Big Bazaar, what is the image of store in the
mind of customer of Big Bazaar and to identify the different parameter of the store.
Research Objectives
 To know the consumer Image of Big Bazaar on different parameters.
 To identify factors towards which customer image is studied.
 To study the impact of demographic factors on customer image towards Big Bazaar in
Bangalore city.
Research Design
Type of Design
In this project, descriptive research design has been used.
Sampling Sample
 Sample size taken in the study is 52 customer of Big Bazaar, BANASWADI.

Sampling Method
 In this project, Non probability Convenience Sampling is used.
Data Collection Method
There are two sources of data:
 Primary data are collected by using the structured questionnaire.
Secondary data are collected from websites.
Tools for analysis
For the purpose of data analysis tools used are statistical tools. For the purpose of graphs
Microsoft Excel is used. And for the purpose of test SPSS is used.
Limitations of the study
 It was assumed that the respondent understood the questions in questionnaires as they
were supposed to.
 Due to limited number of respondents, the finding may not be same for the whole
population.
 The Study is limited to particular time period only that is year 2016.
CHAPTER 6 DATA ANALYSIS

Respondent Responses
1. Age
Age Frequency Percent

18-25 41 78.8%
26-40 04 7.7%
41-60 06 11.5%
More than 60 01 1.9%
Total 52 100.0%
From the above table it can be seen as 41individuals are aged from18 to 25,4 individuals are aged 26 to 40,6 individuals are aged
41 to 60,and only 1 individual is aged more than 60 .
Interpretation:
From the above data it can be seen that 78.8% of respondents age lies between 18 to
25, 07% of respondents age lies between 26 to 40, 11.5% of respondents age lies
between 41 to 60, and only 1.9% of respondents age lies in more than 60 age group
who have visit Big Bazaar.

2. Gender
Gender Frequency Percent

Male 31 59.6%
Female 21 40.4%
Total 52 100.0%
From the above table it can be seen as total male response is 31 individuals and total response of female are 21 as per the
responses
Interpretation:
From the above chart it can be seen that 59.6% respondents are Male and 40.4%
respondents are female who have visited Big Bazaar

3. Occupation
Occupation Frequency Percent

Student 35 67.3%
Salaried 8 15.4%
Self-employed 07 13.5%
Housewife 0 0%
Retired 2 3.8%
Total 52 100.0%
From the above table it can be seen as 35 are students,8 are salaried, self-employed are 07and retired are 2 and total is 52
responses
Interpretation:
From the above data it can be seen that 67.3% respondents were student, 15.4%
respondents were salaried, 13.5% respondents were self-employed, and 3.8%
respondents were retired.

4.Education
Education Frequency Percent

Below HSC 3 7.7%
Under
26 50.0%
Graduate
Graduate 11 21.2%
Post Graduate 05 9.6%
Other 3 11.5%
Total 52 100.0%
In the above table the total educated rate is 52 in which,3 are below HSC,26 are UG,11 are Graduated,05 are PG,and
other education our 3.
Interpretation:
From the above data it can be seen that 7.7% respondents were below HSC, 50%
respondents were under Graduate, 21.2% respondents were Graduate, 9.6%
respondents were Post graduate and 11.5% respondents were others.

5.Monthly Family Income
Monthly Family Income Frequency Percent

<15000 18 35.3%
15000-30000 18 35.3%
30001-50000 09 17.6%
>50000 6 11.8%
Total 52 100.0%
In the above table the total number of response are 52 in which,18 individual income are below 15000,18 individual income
ranges 15000 to 30000,9 individuals income ranges from 30001 to 50000 and 6 individuals income range above 50000.
Interpretation:
From the above data it can seen that 35.3% respondents were less than Rs.
15,000 in their monthly income, 35.3% respondents were between Rs.
15,000 – Rs. 30,000, 17.6% respondents were between Rs. 30,001 – Rs.
50,000 in their monthly income, and 11.8% respondents were more than Rs.
50,000.

How many times have you visited Big Bazaar in last 3 months?
Option Frequency Percent

1 time 40 25.0%
2 times 38 23.8%
3 times 37 23.1%
4 times 20 12.5%
More than 4 times 25 15.6%
Total 52 100.0%
In the above table total population is 52 in which 1 TIMEvisiter are 40,38visited 2 TIMES,37 visited 3 TIMES ,20 visited 4
TIMES and25 visited MORE THAN 4 TIMES for the above question
Interpretation:
From the above data it can be seen that 25% of respondents had visited 1 time,
23.8% of respondents had visited 2 times, 23.1% of respondents had visited 3 times,
12.5% of respondents had visited 4 times and 15% of respondents had visited more
than 4 times in last 3 months at Big Bazaar

Big Bazaar has well spaced merchandise.

Strongly Disagree 0 0%
Disagree 0 0%
Neutral 07 13.5%
Agree 28 53.8%
Strongly Agree 17 32.7%
Total 52 100.0%
In the above table total population is 52 in which 01 strongly disagreed,0 disagreed,07 Neutral,28 agree and17strongly agree
for the above question
Interpretation:
From the above chart it can be seen that 0.0% respondents strongly disagree, 0.0%
disagree, 13.5% respondents were neutral, 53.8% respondents agree and 32.7%
respondents strongly agree that Big Bazaar has well spaced merchandise.

Big Bazaar is a bright store.

Strongly Disagree 9 0
Disagree 1 1.9
Neutral 07 13.5%
Agree 28 48.1%
Strongly Agree 19 36.5%
Total 52 100.0%
In the above table total population is 52 in which 09 strongly disagreed,1 disagreed,28 Neutral,19 agree and 28strongly
agree for the above question
Interpretation:
respondents strongly agree that Big Bazaar is a bright store.

Big Bazaar ads are frequently seen by you.

Disagree 4 7.7
Neutral 12 23.1
Agree 22 44.3
Strongly Agree 14 26.9
Total 51 100.0
agree for the above question
Interpretation:
From the above chart it can be seen that 0.0% respondents strongly disagree, 7.7% disagree, 23.1%
respondents were neutral, 44.3% respondents agree and 26.9% respondents strongly agree that Big Bazaar ads
are frequently seen by them.

Big Bazaar provides low quality products.

Yes 08 15.4
No 28 53.8
Maybe 16 30.8
Total 52 100.0
In the above table total population is 52 in which 08YES,28NO and 16 MAYBE for the above question.
Interpretation:
From the above chart it can be seen that 19.4% respondents strongly disagree, 35.6% disagree, 21.3% respondents were
neutral, 17% respondents agree and 7% respondents strongly agree that Big Bazaar provides low quality products.

Big Bazaar has unorganized layout.

Yes 06 11.5
No 35 67.3
Maybe 11 21.2
Total 52 100.0
In the above table total population is 52 in which 06 YES,35 NO and 11 MAYBE for the above question.
Interpretation:
From the above chart it can be seen that 11.5% respondents YES, 67.3% respondents has chosen NO, 21.2%
respondents were neutral and choose MAYBE, that Big Bazaar has unorganized layout.

Big Bazaar provides high price products.

Strongly Disagree 01 1.9
Disagree 10 19.2
Neutral 21 40.2
Agree 12 23.1
Total 52 100.0
agree for the above question.
Interpretation:
From the above chart it can be seen that 2% respondents strongly disagree, 19.2% disagree,40.2% respondents were
neutral, 23.1% respondents agree and 15.6% respondents strongly agree that Big Bazaar provides high price products.
Big Bazaar provides good sales on products.


Disagree 04 7.7
Neutral 15 28.8
Agree 26 50
Total 52 100.0
In the above table total population is 52 in which 04 strongly disagreed,04 disagreed,15 Neutral,26 agree and 03 strongly
Interpretation:
From the above chart it can be seen that 9% respondents strongly disagree, 10% disagree, 18% respondents were
neutral, 44% respondents agree and 19% respondents strongly agree that Big Bazaar provides good sales on products.
Big Bazaar is an unpleasant store to shop in.


Disagree 26 50
Neutral 15 28.8
Agree 5 9.6
Total 52 100.0
Interpretation:
From the above chart it can be seen that 5.8% respondents strongly disagree,59% disagree, 28.8% respondents
were neutral, 9.6% respondents agree and 5.8% respondents strongly agree that Big Bazaar is an unpleasant
store to shop in.
Big Bazaar is a bad store.


Disagree 27 51.9
Neutral 4 7.7
Agree 6 11.7
Total 52 100.0
In the above table total population is 52 in which 15 strongly disagreed,27 disagreed,4 Neutral,6 agree and 0 strongly agree
for the above question.
Interpretation:
disagree, 7.7% respondents were neutral, 11.7% respondents agree that Big Bazaar is
a bad store.
Big Bazaar is at convenient location.

Disagree 5 9.6
Neutral 16 30.8
Agree 20 38.5
Total 52 100.0
Interpretation:
respondents strongly agree that Big Bazaar provides is at convenient location.
Big Bazaar is a big store.

Disagree 2 3.8
Neutral 7 13.8
Agree 22 42.3

Total 52 100.0
Interpretation:
respondents strongly agree that Big Bazaar is a bad store.
Big Bazaar is an unattractive store.

Disagree 31 59.6
Neutral 7 13.5
Agree 7 13.5
TotalACADAMY DEGREE COLLEGE-AUTONOMOUS
82 | P a g e INDIAN 52 100.0
Interpretation:
respondents strongly agree that Big Bazaar is an unattractive store.
Salesmen at Big Bazaar are helpful.

Disagree 0 0
Neutral 10 19.2
Agree 26 50
Total 52 100.0

Interpretation:
disagree, 19.2% respondents were neutral, 50% respondents agree and 28.8%
respondents strongly agree that salesmen at Big Bazaar are helpful.

Big Bazaar provides good service.

Disagree 1 1.9
Neutral 4 7.7
Agree 32 61.5
Total 52 100.0
Interpretation:
From the above chart it can be seen that 0% respondents strongly disagree, 1.9%
respondents strongly agree that Big Bazaar provides good services.

Big Bazaar employees are friendly.

Disagree 3 5.8
Neutral 3 5.8
Agree 30 57.7
Total 52 100.0
Interpretation:
respondents strongly agree that Big Bazaar employees are friendly.

It is hard to return purchases at Big Bazaar.

Disagree 13 25
Neutral 12 23.1
Agree 17 32.7
Total 52 100.0
Interpretation:
From the above chart it can be seen that 1.9% respondents strongly disagree, 25%
disagree, 23.1% respondents were neutral, 32.7% respondents agree and 9%
respondents strongly agree that it is hard to return purchases at Big Bazaar.

Big Bazaar has limited selection of products.

In the above table total population is 52 in which 4
Strongly Disagree 4 7.7 strongly disagreed,16 disagreed,12 Neutral,14 agree and 6
Disagree 16 30.8 strongly agree for the above question.
Neutral 12 23.1
Agree 14 26.9
Total 52 100.0
Interpretation:
respondents strongly agree that Big Bazaar has limited selection of products.

Big Bazaar is a messy store.

Disagree 18 34.6
Neutral 14 26.9
Agree 11 21.2
Total 52 100.0
Interpretation:
respondents strongly agree that Big Bazaar is a messy products.

Big Bazaar is a spacious shopping centre.

Disagree 2 3.8
Neutral 8 15.4
Agree 30 57.7
Total 52 100.0
Interpretation:
respondents strongly agree that Big Bazaar is a spacious shopping centre.

Big Bazaar attracts upper class customers.

Disagree 8 15.4
Neutral 12 23.1
Agree 20 38.5
Total 52 100.0
Interpretation:
disagree, 23.1% respondents were neutral, 38.5% respondents agree and 12%
respondents strongly agree that Big Bazaar attracts upper class customers.

Big Bazaar is a clean store.

In the above table total population is 52 in which 0
Strongly Disagree 0.0 0.0 strongly disagreed,0 disagreed,7 Neutral,29 agree
Disagree 0.0 0.0 and 16 strongly agree for the above question.
Neutral 7 13.5
Agree 29 55.8
Total 52 100.0
Interpretation:
From the above chart it can be seen that 0% respondents strongly disagree, 0%
respondents strongly agree that Big Bazaar is a clean store.

Big Bazaar has bad displays.

Disagree 29 55.8
Neutral 7 13.5
Agree 8 15.4
Total 52 100.0
In the above table total population is 52 in which 7 strongly disagree,29 disagree, Neutral are 7,8 agree and strongly
disagreed to the above question
Interpretation:
respondents strongly agree that Big Bazaar has bad displays.

Big Bazaar has fast checkout.

Disagree 10 19.2
Neutral 13 25
Agree 23 44.2
Total 52 100.0
In the above table total people are 52 in which 10 desagree,13 Neutral,23 agree and 6 strongly agree from he above question
Interpretation:
disagree, 25% respondents were neutral, 44.2% respondents agree and 11.5%
respondents strongly agree that Big Bazaar has fast checkout.

Prices at Big Bazaar are value for money.

Disagree 3 5.8
Neutral 17 32.7
Agree 23 44.2
Total 52 100.0
In the above table total population is 52 in whitch 2 strongly disagreed,3 disagreed,17 Neutral,23 agree and 7 strongly agree
Interpretation:
From the above chart it is seen that 3.8% respondents strongly disagree,5.8%
respondents strongly agree that prices at Big Bazaar are value for money.

At Big Bazaar it is hard to find items you want.

Disagree 22 42.3
Neutral 18 34.6
Agree 09 17.3
Total 52 100.0
In the above table the total people are 52,where 01 strongly disagree,22 just disagree,18 Neutral,09 agreed and 2 strongly
agreed to the above question.
Interpretation:
respondents strongly agree that at Big Bazaar it is hard to find items they want.

Interpretation:-
From the Factor Analysis following titles can be identify.
Factor 1 Big Bazaar is a bad store. Shopping Experience

Big Bazaar provides low quality products.
Big Bazaar provides high price products.
Big Bazaar has bad displays.
Big Bazaar has unorganized layout.
Big Bazaar is an unpleasant store to shop in.
Big Bazaar has limited selection of products.
Big Bazaar attracts upper class customers.
Factor 2 Big Bazaar employees are friendly. Employee Service

Salesmen at Big Bazaar are helpful.
Big Bazaar provides good service.
Factor 3 Big Bazaar is a spacious shopping centre. Sales & hygiene

Big Bazaar provides good sales on products.
Big Bazaar is a clean store.
Prices at Big Bazaar are value for money.
Factor 4 Big Bazaar has well spaced merchandise. Advertisement

Big Bazaar ads are frequently seen by you.
Big Bazaar is a bright store.
Factor 5 Big Bazaar is at convenient location. locality & Checkout

Big Bazaar has fast checkout.
Factor 6 Big Bazaar is an unattractive store. Unappealing

CHAPTER 7
FINDINGS
 Most of the respondents have visited 1 time in Big Bazaar in last three months.
 It was found that the respondents are satisfied with respect to bright store, quality of
products, store layout, price, sales on products, convenient location, attractive store,
provides good service, employees are friendly, good displays, value for money, clean
store and easy to find items.
 It is found that the respondents are neutral with respect to well spaced merchandise, fast
checkout, attracts upper class customers, spacious shopping centre, limited selection
of products, hard to return products, salesmen are helpful, big store and high price
products.
 Today the consumer looks beyond price, other factor such as quality, employees
behavior, variety have become more important. Big Bazaar is satisfying its customers
with low price, good location and variety of products.
 Overall customer have image of Big Bazaar in 6 Sector:-
o Shopping Experience
o Employee Services
o Sales & Hygiene
o Advertisement
o Locality & Checkout
o Unappealing
 It can be said there is no association between Education and Hard to Find items.
 It can be said there is no association between Monthly Family Income and High Price
Products.
 It can be said there is no association between Gender and Convenient Location.

CHAPTER 8
CONCLUSION AND RECOMMENDATION
Recommendation
Following are some recommendation for Big Bazaar which should be consider in their
operations to make their customers more satisfied.
 Big Bazaar should focus on their ads so that customer sees more ads and gets
attracted.
 Big Bazaar should not provide high price which is difficult for middle men to purchase.
 Salesmen of Big Bazaar should help customer to find items.
 Big Bazaar should improve their displays so that customer gets what they want.
 Big Bazaar should improve their music so customer can shop with pleasant.
 Big Bazaar should provide good services to customers so that they can build good
image of Big Bazaar in mind of customers.
 Big Bazaar should provide customers easy return on their purchase.
 There should be more selection on products for customers.
 There should be more billing counters so that customers don’t have to stand in queue.
Conclusion
From the analysis it is know that customer find somewhat difficult in finding the products, it
is also know that salesmen are not helpful, it is said there is no association between
Education and Hard to find items, it is said there is no association between Monthly Family
Income and High price products, and it is said there is no association between Gender and
Convenient Location.

BIBLIOGRAPHY
 www.Futuregroup.in
 https://en.wikipedia.org/wiki/Future_Group /22/06/2016/10.12am
 https://en.wikipedia.org/wiki/Big_Bazaar/22/06/2016/10.15a m

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A project report on

“A STUDY ON CONSUMER PERCEPTION AT

Submitted in partial fulfillment of the requirements for the Award of the

Under the guidance of

MS. MARY MAGDALENE

Department of Business Administration

Affiliated to Bangalore North University

I hereby declare that “A STUDY ON CONSUMER PERCEPTION AT

Name: ABU THALIF S

Date: Register Number: 17IABBA006

MS. MARY MAGDALENE

INDIAN ACADEMY DEGREE COLLEGE AUTONOMOUS

I am indebted to my Project guide, MS. MARY MAGDALENE (Assistant Professor, Department of

My special thanks go to Mr. SANTHOSH, HR MANAGER ,BIG BAZAAR,BANASWADI for granting

Place: Bangalore MR.ABU THALIF S

INDIAN ACADEMY DEGREE COLLEGE AUTONOMOUS

Sr. Particulars Page

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The above marketing definition rests on the following Core

As given by- Philip KOTLER

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NATURE AND SCOPE OF MARKETING:

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3. It acts as a source and channel of new ideas.

III) Benefit to the Customers:

1. To create awareness for the products.

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Objectives of Marketing Management:

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Functions of Marketing Management:

2. Buying and Assembling:

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5. Standardization and Grading:

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Perception differs from individual to individual due to a variety of personal, socio-

Shortcuts in judging others

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The Perception Process

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Factors that influence Perception

Consumer Perception Basics

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 A trademark is a name, phrase, symbol or combination of words and symbols that a

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Impact factors on customer perception

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Top Ten Retailers Worldwide

Rank Retailer No of stores Sales in FY17-18

1 Wall-Mart Stores Inc. 11,453 $374.80

2 The Kroger Co. 2,625 $115.89

3 Amazon 970 $102.96

4 Costco 1134 $93.08

5 The Home Depot 7150 $91.91

6 Walgreens Boots Alliance 2169 $82.75

7 CVS Health Corporation 2105 $79.54

8 Target 2231 $71.88

9 Lowe's Companies 2512 $63.13

10 Albertsons Companies 1307 $59.72

Table 2.1 (top 10 retailer in world wide)

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