Institute of Management Studies (SIMS)

Sage University, Indore

PROJECT

On
Big Bazaar : Company and its structure.

Submitted for fulfillment of BBA 6th Semester Program Curriculum

Guided By Submitted By
Mayuri Jetwal Chirag Panjwani
Enrol. – 20MGT2BBA0019

Program Name – BBA

 Acknowledgement
A project is the fruit of experiment and experience and it goes a long way to modeling a person
and gaining a new insight in that field of research. In this rewarding experience, I recognize the
help and support rendered by kind heart behind its success.

I would like to thank Prof Mayuri Jetwal , my project guide, who sincerely guided and supported
me in doing the project.

I would also like to show my gratitude towards my family, friends and all others who have
helped and supported me in doing the project.

Name of Student : Chirag Panjwani

Date 03/03/2023

Place Indore

Note: Acknowledge can be modified as per the guidance of supervisor.

 Declaration

I Mr. Chirag Panjwani the student of Sage Institute of Management Studies, Sage University,
Indore studying in BBA 6th Course Name Semester VI, hereby declare that I have completed
the project report on “Big Bazar : Company and its structure* ” in the academic year 2022 –
2023.

The information submitted is genuine and practical to the best of my knowledge.

Date: 03/03/2023

____________

Signature

Student Name : Chirag Panjwani

 Content
1. Introduction
• OBJECTIVES OF THE STUDY
• SCOPE OF STUDY
• IMPORTANCE OF STUDY
• COMPANY PROFILE
2. Literature Review
3. Research Methodology
4. Data Analysis and Interpretation
5. Recommendation
6. Conclusion
7. References
 INTRODUCTION

As customer's tastes and preferences are changing, the market scenario is

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

My study is based on a survey done on customers of a hypermarket

named Big Bazaar. Big Bazaar is a new type of market which came into
existence in India since 1994, It is a type of market where various kinds
of products are available under one roof. My study is on determining the
customer's buying behavior and factors influencing their buying decision
at Big Bazaar. My study will find out the areas where Big Bazaar lacks
behind the customer's expectations and determine what should be done to
stands in the current market

This field survey will help in knowing the present customers tastes and
preferences. It will help me in estimating the customer's future needs,
wants, demands and serving them better

***
 OBJECTIVES OF THE STUDY

1. To find out the buying behavior of the customers coming to Big

Bazaar, Bokaro

2. To find out the customers response towards various attributes of Big

Bazaar.

3. To study the satisfaction level of customers in different attributes of

Big Bazaar.

****

SCOPE OF STUDY

The scope of this research is to identify the buying behavior of customers

of Big Bazaar in Bokaro. This research is based on primary data only.
Due to time constraint only limited number of persons contacted. This
study only focuses buying behavior of customers in Bokaro. The study
does not say anything about buying behavior of customer of other places.
The scope of research is limited for Bokaro. It provides help to further
the research for organized retail sector in Bokaro. It aim to understand
the skill of the company in the area like technological advancement and
competition in management

*****
 IMPORTANCE OF STUDY

The study shows customers buying pattern with Big Bazaar in Bokaro. Its
provide guideline for further research in Bokaro for organized retail.
Research says about customer buying behavior towards Big Bazaar in
Bokaro. The study rate of customer satisfaction level with Big Bazaar for
Bokaro. The research is also important to identify Market size, growth
and Market Potential of Big Bazaar in Bokaro. The research shows future
Scenario of Big Bazaar in current perspective. The study shows
Opportunities and challenges for Big Bazaar respect of internal &
external environment. Research say about main competitors in the field
of organized retail sectors. The study provide guideline to further
extension of Big Bazaar in Bokaro. The study provide help to know the
customers satisfaction with Big Bator stores.

*****

COMPANY PROFILE

About the Company:

Mr. Kishore Biyani, CEO, Future India's leading retailer that operates multiple
retail formats in both the value and lifestyle segment of the Indian consumer
market. Headquartered in Mumbai, the company operates over 16.33 million
square feet. Of retail space, has over 1000 stores across 85 cities and 60 rural
locations across the country and employs over 35000 people. The company's
leading format include Pantaloons, a chain of fashion outlets, Big Bazaar, a
uniquely Indian hypermarket chain, Food Bazaar, a supermarket chain, blends the
look, touch and feel of Indian bazaars with aspects of modern retail like choice.
convenience and quality. Central is a chain of seamless destination malls. Some of
its other formats include Shoe Factory, Brand Factory, Blue Sky, Fashion Station,
Mobile Bazaar and Star Sitara (Beauty clinic). The company also operates an
online portal. Futurebazaar.com. A subsidiary company, Home Solutions Retail
(India) Limited, operates Home Town, a large-format home solutions store, selling
home furniture products and E-Zone focused on catering to the consumer
electronics segment. Future Group understands the soul of Indian consumers. As
one of India's retail pioneers with multiple retail formats, we connect a diverse and
passionate community of Indian buyers, sellers and businesses. The collective
impact on business is staggering: Around 220 million customers walk into our
stores each year and choose products and a service supplied by over 30,000 small,
medium and large entrepreneurs and manufacturers from across India and this
number is set to grow.

Group Vision:

Future Group shall deliver Everything. Everywhere, Every time for Every Indian
Consumer in the most profitable manner.

******
Group Mission:

• We share the vision and belief that our customers and stakeholders shall
be served only by creating and executing future scenarios in the
consumption space leading to economic development

• We will be the trendsetters in evolving delivery formats, creating retail

• realty, making consumption affordable for all customer segments-for

classes and for masses.

• We shall infuse Indian brands with confidence and renewed ambition.

We shall be efficient, cost-conscious and committed to quality in
whatever we do.

• We shall ensure that our positive attitude, sincerity, humility and united
determination shall be the driving force to make us successful

Group 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 receptive to new ideas, knowledge and

information.

• Valuing and Nurturing Relationships: To build long term relationship

• Simplicity & Positivity: Simplicity and positivity in our thought, business

and action.

• Adaptability. To be flexible and adaptable, to meet challenges Flow: To

respect and understand the universal laws of nature

*****
 LITERATURE REVIEW

Customer: The term "customer" is typically used to refer to one who

regularly purchase from a particular store or company. The "consumer" more
generally refers to anyone engaging in any of the activities (evaluating, acquiring
using or disposing of goods and services) used in the definition of consumer
behavior. Therefore, a "customer" is defined in terms of specific firm while
consumer is not. Customers are value maximiser within the bounds of search costs,
limited knowledge, mobility and income.

The "customer is king" philosophy has become one of those marketing fads and
fashions that have continued to trail the growth and expansion of the product
economy. The term consumer is often used to describe two different kinds of
consuming entities personal consumer and organizational consumer.

A customer is also called client, buyer, shopper or purchaser, usually used to refer
to a current or potential buyer or user of the products of an individual or
organization called the supplier, seller, or vendor. This is typically through
purchasing or renting goods or services. However, in certain contexts, the terms
customer also includes by extension anyone who uses or experiences the services
of another. A customer may also be a viewer of the product or service that is being
sold despite deciding not to buy them. The word customer is derived from
"custom" meaning "habit"; a customer is someone who frequently buy from a
particular shop, who made it a habit to purchase goods or services rather than
elsewhere and with whom the shopkeeper had to maintain a relationship to keep
his or her "custom," meaning expected purchases in the future. The slogans "the
customer is king" or "the customer is god" or "the customer is always right"
indicate the importance of customers to businesses- although the last expression is
sometimes used ironically.

*****
 CONSUMER BEHAVIOUR AND BUYER BEHAVIOUR

Consumer behavior is seen to involve a complicated mental process as well as

physical activity (purchase decision). Consumer behavior is a decision process and
physical activity individuals engage in when evaluating, acquiring, using or
disposing of goods and services.

Consumer Behavior reflects the totality of consumer's decisions with respect to the
acquisition, consumption and disposition of goods, services, time and ideas by
(human) decision making units.

Buyer is the individual who actually makes the purchase transaction whereas user
is the person most directly involved in the consumption or use of the purchased
product. Buyer Behavior particularly is the study of decision making units as they
can buy for themselves or others. Thus, buying behavior particularly involves
collective response of buyers for selecting, evaluating, and deciding and post
purchase behavior. Buyer behavior is the study of human response to services and
the marketing of products and services. Buyer behavior researches continuously
investigate a broad range of human responses including human affective, cognitive
and behavioral responses. The buying behavior and purchase decisions are need to
be studied thoroughly in order to understand, predict and analyses critical market
variations of a particular product or service. The field of consumer behavior is the
broad study of individuals, groups or organizations and the process they use to
select, secure and dispose of products, services, experiences or ideas to satisfy
needs and the impacts that these processes have on the consumer and society.
Consumer behavior studies are based on the buying behavior of final consumers-
individuals and households who buy goods and services for themselves. The
collective behavior of consumers has a significant influence on quality and level of
standard of living. Buyer Behavior is broadly defined by various scholars and
researchers as:
1. It's the behavior displayed by the consumers during the acquisition, use and
disposition of products/services, time and ideas by decision making

units. 2. It is the body of knowledge which studies various aspects of purchase and
consumption of products and services by individuals with various social and
psychological variables at play.

1. The process and activities people engage in when searching for,

selecting, purchasing, using, evaluating and disposing of products and
services so as to satisfy their needs and desires. The activities directly
involved in obtaining, consuming and disposing off products and
services, including the decision processes that precede and follow these
actions.

*****
CONSUMER BEHAVIOUR: AN EMERGING FIELD OF STUDY

In the highly specialized study of business management", "business

administration" or just "management" today, "marketing management" function
plays a very critical role in business activities. This is because this functional area
of management:

(1) "Earns" the revenue and

(2) "Works" in the close proximity with the public or persons outside the
organization.

Controlling these two attributes to have the desired benefits are the most difficult
part of the management, because none of these two are within the direct control of
the marketers. This does not mean that the other functional areas are not useful, but
they are not "directly involved in the activities mentioned above.

Marketing consists of an interaction between buyer and seller for the purpose of
exchanging something valuable to the mutual benefit of both the parties to the
transaction. One cannot appreciate this marketing process by observing only the
seller, knowledge about consumer is a sound basis for marketing strategies and
decisions. Markets are selected on the basis of consumer wants, location,
characteristics and expenditure patterns. To ignore the customer can lead to
disaster in a modem economy.

Consumer behavior has become an integral part of strategic market planning. It is

also the basis of the approach to the concept of "Holistic Marketing". The belief
that ethics and corporate social responsibility should also be integral components
of every marketing decision is embodied in a revised marketing concept - the
societal marketing concept- which calls on marketers to fulfil the needs of their
target markets in ways that improve society as a whole.

Consumer or the "Customer" play a very critical role as these are the people who
finally buy the goods and services of the organization and the firm is always on the
move to make them buy so as to car revenue. It's crucial from both the points of
view as given below:
From the customer's point of view: Today, in the highly developed and
technologically advanced society, the customers have a great deal of choices and
options (often very close and competing) to decide on or compare

(1) They have the products of an extreme range of products attributes (the 1st P-
Product).

(2) They have a wide range of cost and payment choices (the 2nd P-Price)

(3) They can order them to be supplied to their door step or anywhere else (the 3rd
P-Place) and

(4) Finally they are bombarded with more communications from more channels of
information than ever before with the invention of information technology (the 4th
P-Promotion)

From the marketer's point of view: "The purpose of marketing is to sell more stuff
to more people more often for more money in order to make more profit." This is
the basic principle of requirement for the marketers in earlier days where
aggressive selling was the primary aim. It cannot be achieved by force, aggression
or plain alluring. Customer today are more informed, more knowledgeable, more
demanding, more discerning and above all there is no dearth of marketers to buy
from. The marketers have to earn them or win them over. The global marketplace
is a study of diversity among consumers, producers, marketers, retailers,
advertising media, cultures, and customs and of course the individual or
psychological behavior. However, despite prevailing diversities, there also are
many similarities. Consumer market is highly sensitive and driven by widely
diversified culture in many countries.

The study of consumer behavior is also very important to the marketers because it
enables them to understand and predict buying behavior of consumers in the
marketplace. It is concerned not only with what consumers buy, but also with why
they buy it, when, where, how they buy it, how often they buy it and also how they
enjoy the services. Consumer research is the methodology used to study consumer
behavior, it takes place at every phase of the buying process: before the purchase,
during the purchase and after the purchase. Researches shows that two different
buyers buying the same product may have done it for different reasons, paid
different prices, used in different ways, have different emotional attachments
towards the things and so on. The market strategies are reframed to achieve
organizational objectives depending upon knowing, serving and influencing
consumers. This suggests that the knowledge and information about consumers is
critical for developing successful marketing strategies. The relationship between
consumers and marketers, consumer behavior and marketing strategy is instable to
attain organizational objectives.

Consumer behavior is interdisciplinary approach based on concepts and theories

about people that have been developed by behavioral scientists, philosophers and
researchers in diverse disciplines such as psychology, sociology, social
psychology, cultural anthropology and economics. The study of consumer behavior
also helps management to understand consumer's needs so as to recognize the
potential for the trend of development of change in consumer requirements and
new technology and also to articulate the new thing in terms of the consumer's
needs so that it will be universally accepted in the market well.

*****
 BUYER ROLES
For making strategic decisions the marketers have to identify the buyers who make
the final buying decisions. It is truly a big task before the marketers to identify the
target buyers of the particular service.

(1) Influencer: Several people may be involved in a particular purchase decision,

but all of them are not consumers. A person who has influence whose views or
advice is given weightage while taking the final decision

(2) Gatekeepers: Family members who control the flow of information about a
product or service into the family.

(3) Initiator: The person who is the first to suggest or think of the idea of
purchasing a product or service.

(4) Decider: The person who finally takes the decisions of whether to buy, what to
buy, how to buy and from where to buy.

(5) Buyer: The person who actually buy the product service after making
payments.

(6) User: The person who actually uses or consumes the product or service.

Personal Factors That Affect People's Buying Behavior

The Consumer's Personality

Personality describes a person's disposition as other people see it. The following
are the "Big Five" personality traits that psychologists discuss frequently:

(1) Openness :- How open you are to new experiences

(2) Conscientiousness :- How diligent you are.

(3) Extraversion :- How outgoing or shy you are

(4) Agreeableness :- How easy you are to get along with

(5) Neuroticism :- How prone you are to negative mental state.

 The Consumer's Self Concept

Marketers have had better luck linking people's self-concept to their buying
behavior. Your self-concept is how you see yourself be it positive or negative,
Your ideal self is how you would like to see yourself whether it's prettier, more
popular or more eco-conscious

Marketing researchers believe people buy products to enhance how they foot about
themselves to get themselves closer to their ideal selves, in other words. The
slogan "Be All That You Can Be which for years was used by the US Army to
recruit soldiers, is an attempt to appeal to the self-concept. Presumably, by joining
the US Army, you will become a better version of yourself, which will in turn,
improve your life. Many beauty products and cosmetic procedures are advertised
in a way that's supposed to appeal to the ideal selves people are searching for. All
of us want products that improve our lives.

The Consumer's Gender

Everyone knows that men and women buy different products. Physiologically
speaking, they simply need different product different underwear, shoes, toiletries,
and a host of other products. Men and women also shop differently. One study by
Resource Interactive, a technology research firm, found that when shopping online,
men prefer sites with lots of pictures of products: women prefer to see products
online in lifestyle context-say, a lamp in a living room. Women are also twice as
likely as men to use viewing tools such as the zoom and rotate buttons and links
that allow them to change the colour of products.

In general, men have a different attitude about shopping than women do. The
shopping differences between men and women seem to be changing, though. Many
businesses today are taking greater pains to figure out "what men want."
 The Consumer's Age and Stage of Life

You have probably noticed that the things you buy have changed as your age.
When you were a child, the last thing you probably wanted as a gift was clothing
As you became a teen, however, cool clothes probably became a bigger priority,
Companies understand that people buy different things based on their ages and life
stages. Aging baby boomers are a huge market that companies are trying to tap.
Ford and other car companies have created "aging suits" for young employees to
wear when they're designing automobiles. The suit simulates the restricted mobility
and vision people experience as they get older. Car designers can then figure out
how to configure the automobiles to better meet the needs of these consumers.

Your chronological age, or actual age in years, is one thing. Your cognitive age. or
how old you perceive yourself to be, is another. In other words, how old do you
really feel? A person's cognitive age affects the activities one engages in and
sparks interests consistent with the person's perceived age. Cognitive age is a
significant predictor of consumer behaviors, including people's dining out,
watching television, going to bars and dance clubs, playing computer games, and
shopping. How old people "feel" they are hand important implications for
marketing professionals. For example, companies have found that many "aged"
consumers don't take kindly to products that feature "old folks." The consumers
can't identify with them because they see themselves as being younger.

*****
 The Consumer's Decision-Making Process

Stage 1. Need Recognition

Stage 2. Search for Information

Stage 3. Product Evaluation

Stage 4. Product Choice and Purchase

Stage 5. Post purchase Use and Evaluation

Stage6. Disposal of the Product

Law-Involvement versus High-Involvement Buying Decisions:

Consumers don't necessarily go through all the buying stages when they're
considering purchasing product. You have probably thought about many products
you want or need but never did much more than that. At other times, you've
probably looked at dozens of products, compared them, and then decided not to
purchase any one of them. At yet other times, you skip stages 1 through 3 and buy
products on impulse. Purchasing a product with no planning or forethought is
called impulse buying

Impulse buying brings up a concept called level of involvement that is, how
personally important or interested you are in consuming a product. Low-
involvement products aren't necessarily purchased on impulse, although they can
be. Low-involvement products are, however, inexpensive and pose a low risk to
the buyer if he she makes a mistake by purchasing them

By contrast, high-involvement products carry a high risk to buyers if they fail are
complex, or have high price tags. A car, a house, and an insurance policy are
examples. These items are not purchased often. Buyers don't engage in routine
response behavior when purchasing high-involvement products.
Instead. consumers engage in what's called extended problem solving, where they
spend a lot of time comparing the features of the products, prices, warrantees, and
so forth.

High-involvement products can cause buyers a great deal of post-purchase

dissonance if they are unsure about their purchases. Companies that sell high-
involvement products are aware of that post-purchase dissonance can be a
problem. Frequently, they try to offer consumers a lot of information about their
products, including why they are superior to competing brands and how they won't
let the consumer down. Salespeople are typically utilized to do a lot of customer
"hand-holding."

Limited problem solving falls somewhere in the middle. Consumers engage in

limited problem solving when they already have some information about a good or
service but continue to search for a bit more information.

Situational Factors That Affect People's Buying Behavior

The Consumer's Physical Situation

Have you ever been in a department store and couldn't find your way out? No, you
aren't necessarily directionally challenged. Marketing professionals take physical
factors such as a store's design and layout into account when they are designing
their facilities. Presumably, the longer you wander around a facility, the more you
will spend. Grocery stores frequently place bread and milk products on the
opposite ends of the stores because people often need both types of products. To
buy both, they have to walk around an entire store, which of course, is loaded with
other items they might see and purchase

Physical factors like these the ones over which firms have control are called
atmospherics. In addition to store locations, they include the music played at
stores, the lighting, temperature, and even the smells you experience. Perhaps
you've visited the office of an apartment complex and noticed how great it looked-
and even smelled. It's no coincidence. The managers of the complex were trying to
get you to stay for a while and have a look at their facilities. Research shows that
"strategic fragrance" results in customers staying in stores longer, buying more,
and leaving with better impression of the quality of stores' services and products.
Mirrors near hotel elevators are another example Hotel operators have found that
when people are busy looking at themselves in the mirrors, they don't feel like they
are waiting as long for their elevators

The Consumer's Social Situation

The social situation you're in can significantly affect what you will buy, how much
of it, and when, Perhaps you have seen Girl Scouts selling cookies outside grocery
stores and other retail establishments and purchased nothing from them But what if
your neighbor’s daughter is selling the cookies? Are you going to turn her down, or
be a friendly neighbor and buy a bus (or two)?

Companies like Avon and Tupperware that sell their products at parties understand
that the social situation you're in makes a difference.

The Consumer's Time Situation

The time of day, the time of year, and how much time consumers feel like they
have to shop also affects what they buy. Researchers have even discovered whether
someone is a "morning person" or "evening person" affects shopping patterns.
Seven-Eleven Japan is a company that's extremely in tune to physical factors such
as time and how it affects buyers. The company's point-of-sale systems at its
checkout counters monitor what is selling well and when, and stores are restocked
with those items immediately-sometimes via motorcycle deliveries that zip in and
out of traffic along Japan's crowded streets. The goal is to get the products on the
shelves when and where consumers want them. Seven-Eleven Japan also knows
that, like Americans, its customers are "time starved." Shoppers can pay their
utility bills, local taxes, and insurance or pension premium at Seven-Eleven Japan
stores, and even make photocopies.
The Consumer's Mood

People's moods temporarily affect their spending patterns. Some people enjoy
shopping. It's entertaining for them. At the extreme are compulsive spenders who
get a temporary "high" from spending.

A sour mood can spoil a consumer’s desire to shop.

To get buyers in the shopping mood, companies resorted to different measures The
upscale retailer Neiman Marcus began introducing more mid-priced brands. By
studying customer’s loyalty cards, the French hypermarket Carrefour hoped to find
ways to get its customers to purchase non-food items that have higher profit
margins

*****
 BUYING BEHAVIOR OF CONSUMERS

There are 4 major types of buying behaviors based on the consumer's involvement
as well as differences in related brands.

1. Complex buying behavior

2. Variety seeking behavior

3. Dissonance reducing buying behavior

4. Habitual buying behavior

COMPLEX BUYING VARIETY SEEKING

BEHAVIOR BEHAVIOR

TYPES OF BUYING
BEHAVIOR

DISSONANCE REDUCING HABITUAL BUYING

BUYING BEHAVIOR BEHAVIOR

1. Complex buying behavior: In this type of buying behavior consumers are

highly involved as well as there is a significant differences between brands.
For example : CAR , FLAT , PLOT , ETC..
2. Variety seeking behavior: In this type of buying behavior there is a low
involvement but there is a significant differences between brands, the
consumer can himself make the purchase decision. For example: Perfumes,
incense sticks etc.
3. Dissonance reducing buying behavior: In this type of buying behavior
consumers are highly involved due to very few differences between brands,
The consumer only cannot make the purchase decision alone. For example:
Gold jewelries, Furniture, durables etc.

4. Habitual buying behavior: In this type consumers are less involved in

making the purchase decision because the daily use products are considered.
For example: Toothpaste, detergent, Hair oil etc.

*****
 RESEARCH METHODOLOGY
Research is a systematic method of finding solutions to problems. It is essentially
an investigation, a recording and an analysis of evidence for the purpose of gaining
knowledge. According to Clifford woody, "research comprises of defining and
redefining problem, formulating hypothesis or suggested solutions, collecting,
organizing and evaluating data, teaching conclusions, testing conclusions to
determine whether they fit the formulated hypothesis".

RESEARCH DESIGN

According to this study investigation was conducted for some definite purpose
with the help of a structural & personal Interview and Questionnaire to gather
primary information as much as possible. My study deals with Descriptive
Research Design. Descriptive research, also known as statistical research,
describes data and characteristics about the population or phenomenon being
studied. Descriptive research answers the questions who, what, where, when and
how.

SAMPLING DESIGN:

Sampling Frame: The respondents are the customers from Big Bazaar, Bokaro
Steel City.

Sampling Method: A sample design is a finite plan for obtaining a sample from a
given population. Convenience sampling is used for this study

Sample Size: Number of the sampling units selected from the population is called
the size of the sample. Sample of 100 respondents were obtained.

Sampling Procedure: The procedure adopted in the present study is non-

probability convenience sampling.
METHODS OF DATA COLLECTION:

The data was collected through Primary sources only

QUESTIONNAIRE DESIGN:

A well-defined questionnaire that is used effectively can gather information on

both overall performance of the test system as well as information on specific
components of the system. A defeated questionnaire was carefully prepared and
specially numbered. The questions were arranged in proper order, in accordance
with the relevance.

Pros of questionnaire:

• It can be used as a method in its own right or as a basis for interviewing or a

telephonic survey.
• It can be posted, e-mailed or faxed.
• It can cover a large number of people or organizations.
• It has wide geographic coverage. It is relatively cheap.
• No prior arrangements are needed.
• It avoids embarrassment on the part of the respondent.
• Respondent can consider responses. Possible anonymity of respondent.
• No interviewer bias.

Cons of questionnaire:

• Design problems.
• Questions have to be relatively simple.
• Historically low response rate (although inducements may help).
• Time delay whilst waiting for responses to be returned.
• Require a return deadline.
 • Assumes no literacy problems.
• No control over who completes it Problems with incomplete questionnaires
• Replies not spontaneous and independent of each other.
• Respondent can read all questions beforehand and then decide whether to
complete or not. For example, perhaps because it is too long, too
complex,uninteresting, or too personal.

Nature of Questions Asked:

The questionnaire consists of closed ended questions and rating method.

Presentation of Data:

The data are presented through graphs, charts and tables.

DATA ANALYSIS
Data analysis is done through Statistical Tools

• Pie Charts.
• Bar Charts
• Horizontal Bar Charts

Procedure for Analysis:

• Administering questionnaire to all the customers visiting Big Bazaar,

Bokaro.
• Analyse the rating and responses of the customers using graphs and
evaluating the positivity of responses.
LIMITATIONS OF THE STUDY:

The limitations of the study are the following

1. The data was collected through questionnaire. The response from the
respondents may not be accurate.

2. The sample taken for the study was only 100 and from only one store so the
results drawn may not be accurate.

3. Another difficulty was very limited time-span of the project.

4. Lack of experience of Researcher.

*****
 Data Analysis and Interpretation

DESCRIPTIVE STATISTICS
ANALYSIS BASED ON QUESTIONS ASKED

TABLE 1: What is your age?

S.No PARTICULAR NO. OF PERCENTAGE
RESPONDENTS
1. TEENAGERS 17 17%
2. YOUTHS 63 63%
3. MID AGED 17 17%
4. OLD AGED 03 0.3%

AGE GROUP

63%

70%
60%
50% 17%

40%
30%
17%
20%
3%
10%
0%
TEENAGERS YOUTHS MID AGED OLD AGED

INTERPRETATION:
Out of all the customers interviewed, the above graph shows that the footfall at Big Bazaar,
Bokaro constitutes 63% of youths (20 to 35 years), 17% of both teenagers as well as mid aged(36
to 60 years) and 3% of the customers are of old ages above 60 years)
TABLE 2: What is Your Qualification?

S.No PARTICULAR NO. OF PERCENATGES

RESPODENTS
1. MATRICULATE 15 15%
2. INTERMEDIATE 16 16%
3. GRADUATE 49 49%
4. POST GRADUATE 19 19%
5. DOCTORATE 01 01%

QUALIFICATION

MATRICULATE INTERMEDIATE GRADUATION POST GRADUATION DOCTORATE

INTERPRETATION:
Among all the customers interviewed 49% of them were found to have bachelor degree, 19% of
customer had completed their master’s degree , 15% of the customer were matriculate and 16%
out of the customer were intermediate.
.TABLE 3 :- What is your monthly Income?

S.No PARTICULAR NO. OF PERCENTAGE

RESPONDENTS
1. LESS THAN Rs 10000 56 56%
2. Rs 10000 TO Rs 30000 13 13%
3. Rs 30000 TO Rs 50000 19 19%
4. ABOVE Rs 50000 12 12%

INCOME CHART
60%

50%

40%

30%

20%

10%

0%
LESS THAN RS 10000 RS 10000 TO 30000 RS 30000 TO 50000 ABOVE RS 50000

INTERPRETATION:

The above chart shows that 56% of the interviewed customers are found to have a
monthly income of less than 10,000 (includes students also, their pocket money is
also considered as income as they tend to spend that money while making
transactions at Big Bazaar). 13% of the customers have an income of 10K to 30K,
19% of the customers have an income between 30K to 250K and 12% of the
customers were found to have an income more than 250,000.
TABLE 4 :- Billing

S.No PARTICULAR NO. OF PERCENTAGE

RESPONDENTS
1. POOR 15 15%
2. AVERAGE 25 25%
3. GOOD 47 47%
4. EXCELLENT 13 15%

13% 15%

POOR
AVERAGE

25% GOOD
AVERAGE

47%

INTERPRETATION:

Customers were asked to rate the billing process at Big Bazaar. 47% of the
customers rated billing process as good, 25% of them rated billing process as
average, and 13% customers rated the billing process as excellent whereas 15% of
the customers rated billing process as poor.
TABLE 5 :- PRODUCT AVALIABILITY

S.No PARTICULAR NO. OF PERCENTAGE

RESPONDENTS
1. POOR 03 03%
2. AVERAGE 29 29%
3. GOOD 48 48%
4. EXCELLENT 20 20%

3%
20%
29%
POOR
AVERAGE
GOOD
48% EXCELLENT

INTERPRETATION:

Customers were asked to rate the product availability at Big Bazaar. 48% of the
customers rated product availability as good, 29% of them rated product
availability as average, and 20% customers rated the product availability as
excellent whereas 3% of the customers rated product availability as poor.
TABLE 6 :- PRICE

S.No PARTICULAR NO. OF PERCENTAGE

RESPONDENTS
1. POOR 04 04%
2. AVERAGE 51 51%
3. GOOD 40 40%
4. EXCELLENT 05 05%

5% 4%

POOR
AVERAGE
40%
GOOD
51% EXCELLENT

INTERPRETATION:

Customers were asked to rate the various attributes of Big Bazaar such as Price of
the products available. 51% of the total interviewed customers rated the prices to
be average, 40% customers ruted the prices good, 5% customers rated excellent
whereas 4% customers found the prices to be poor.
TABLE 7 :- QUALITY

S.No PARTICULAR NO. OF PERCENTAGE

RESPONDENTS
1. POOR 03 03%
2. AVERAGE 25 25%
3. GOOD 55 55%
4. EXCELLENT 17 17%

QUALITY

3%
17%

25%

55%

POOR AVERAGE GOOD EXCELLENT

INTERPRETATION

Customers were asked to rate the quality of products available at Big Bazaar. 55%
of the customers rated the quality of product as good, 17% of them rated quality of
products as excellent, 25% customers rated the quality as average whereas 3% of
the customers rated quality as poor.

*****
 RECOMMEDATIONS
• Caterers do come implanned and their purchase decision depends upon product categy,
attractive display and employee's effins may gain sales
• Cute found have a keen interest in visiting unplanned and mostly sharing eving at Big
Bazaar, employees should stay active during this time to gain sales.
• During the forenoon Big Baruar sheld provide some offers to its customers so that
• customers would he encouraged to visit Big Har Dig Bazaar, Bokare needs to boost the
sales in its electronics section through vario meas such as visual merchandising, live
devise and attractive effiers. The shady point towards low interest of customers towards
this section
• Price of the products should be more affordable. 51% cestomers have used price as
average
• Quality has been reed good but there is always a chance of enhancement in quality.
• Arrangements alan has been red good by 53% cutomers, timely change in arrangement
will break the monotony of the store but it may make it difficult for the customers to find
the product.
• 15% customers has rated billing process as poor, appropriate steps should be taken lessen
such experiences of the customers
• There should be different billing comers for different customers Cash counter and Cand
payment counter should be placed differently in order to reduce the rush and save the
customer's time. This will be a kind of motivator for the onomers of Big Bazaar for
making cashless payments.

*****
 CONCLUSION
Big boraar is a major shopping complex for today's customers. It is a place where customers find
variety of products at a reasonable price. Big hazaar has a good reputation of itself in the market.
It has pitional inself in the market as a discounted stone. It holds a huge customer hase. The
majority of customers belong to middle class family. The tenagers and youth gomention also
likes shopping and moving around hig huzaar. Volume sales always take place in big horor.
Impulse buying behavior of customers comes in to play most of the times in hig

Bigbaar is a hypermarket as it provides various kinds of goods like apparels, grocery, stationary,
food items, electronic items, leather items, watches, crockery, decorative item sport items,
chocolates and many more. It competes with all the specialty stores of different products which
provide goods at a discounted rate throughout the year. It sormed from the study that the
customers are quite satisfied with thig Harr

Big bazaar is a hypermarket store where varieties of products are being sold on different product
category. It has emerged as a bar af shopping specially for middle class people.

Different types of products starting from a baby food to large her appliances all available under
one roof. At Bokaro it is the middle class people who mostly do shopping from Big Bar Even
most of the people do their monthly shopping from Big Barur. People not only visit Big Bazaar
to do shopping but also visit for outing purpose as it provides a very nice ambience its customers.
As people go to malls they just tend to move around Big Bar whether it is for shopping purpose
or for outing purpose. Grocery, apparels and food items are the products which are demanded
most by the customers of Bekarna Big Bazaar. As it is sarveyed it sects that the biggest
competitors of Big Bazaar are the kitano stores, discounted specialty stores ur Vishal mega mort,
The Tata Group (Cro), Reliance Retail, Sub Bazaar but all the above mentioned stores are not
present in Bakan

Advantage Big Bazaar is that it has been strategically located at the center point of a strategically
developed sectors of Bokaro Steel City, being in the contur makes it affordable for the SAIL
employees living in the differant soutes to purchase their monthly ration from Big Bazaar at
higher discounts compared to general stores.

*****
 REFERENCES
• Schiffman Lenon G. & Kanuk Leslie Lazar (2006). Consumer Behaviour Prentice Hall of
India.
• Koder, Philip, (2002). Marketing Management. Prentice Hall of India.
• Loudon, David L. & Bina Albert J. Della, (2004), Consumer Behaviour,Second edition.
Mc-Grawhill
• Naresh K. Malhotra (2010), Marketing Research, 6 Edition, Pearson Publications.

*****